1. Michael works as a sales representative in the New South Wales showroom and ware house of the wood house of the wood Panel Division of a large Australian Company, Wood stone. Senior buyers for a large kitchen joinery firm based in Queensland and Victoria visit the New South Wales showroom and show a keen interest in the new products. Michael is able to make further contract with this client firm by letter, telephone, or personal visit.
a) Outline the advantages and disadvantages of the three possible channels of communication.
b) Decide which of them Michael should use for the first follow-up contact with this potential client. Give reasons of your choice of channel.
A. Three possible channels of communication used by Michel (sales representative) and senior buyer (large kitchen joinery firm based) are letter, telephone or personal visits.
At very first time, senior buyer visited to Wood Panel Division and get impressed towards Michel’s presentation. He began to place the orders’ segregate to his company products by telephone call and letters. Senior buyer visits twice in two months to Wooden Panel Division to purchase new different types of Wood panel. At the first few months of their introduction there is no delay in summition of purchase order but later there are few destructions’ in communication with telephone call as the Senior buyer move to out of coverage from telephone signals, purchase order or personal visits.
B. The first purchase preference would be personal visit and this could be at least twice in a month, if possible get proper communication with telephone call after these visits. If the order copies get delayed after senior buyer’s first visit in that month, then there would be chance to get order along with him in his next visit by intimating through phone call before his second visit.
2.
a) ‘One of the most important skills that any person in an organization needs is the ability to communicate. Without communication your other skills are less useful.’ Explain the meaning of this statement.
b) Should an organization train its staff in workplace communication? Give reasons for your answer.
a) Communication play important role in every person to get best position in as organization. A person with good technical skills but poor in communicate with the employees or employers, he would get best position more experience compare to the person with good communication skills and technical skills. For instance, a person owns extrodinary technical skills but poor communication. He attended many interviews’, get rejected with his low performance in communication. He could able to get job in small organization and earns low wages to his work. After 4yrs of his experience, he was noticed by the chair person of well know organization as the chair person visited to the organization he works’. This person gets an offer from chair person to join in big company as he couldn’t expect the job with more wages to his work. At last his dream comes true with lot of experience.
b) Most of the employees in an organization are partially perfect in workplace communication. To increase the development of organization it’s most important factor to train its staff in workplace communication.
3. Working in groups of three:
a) List three statements that you have written or spoken (or observed) that were insensitive to the receiver’s feelings.
b) Discuss the fort of communication barriers caused by each of these statements.
c) Re-state, to the people you are working with, each of your three statements in a more sensitive way and ask them if they think the new version would be more effective.
d) Discuss three ways in which communication barriers can affect interpersonal communication.
a) Spokes person unable to receive feedback due to disturbance of external noise as they walk on road side. He couldn’t understand the receiver’s sentence.
b) The causes of communication barriers occur with the two persons have communication. The spoke’s person is dominated among both the persons. He neglects the observer thoughts and body language. Spoke’s person neglects the expression given by the receiver even he hard to listen his sentence. While both were at stood at noisy place and hardly able to get voice of each other.
4. Two colleagues, Mary and David, meet in David’s office to discuss the introduction of the new software package on the agenda at tomorrow’s staff meeting. As they talk through the procedure to introduce this package to other staff:
• David answers and deals with a telephone call and then continues the conversation with Mary;
• Another person enters David’s office and interrupts the conversation to ask Mary to solve a problem in the delivery times for stock;
• When Mary has provided the solution, Mary and David resume their discussion;
• Mary looks at her watch and exclaims that it is time for her next appointment;
• As they rush to finish their plans they discuss who will present the new software procedures at the staff meeting. When that item comes up, Mary expects David to present the procedure; David believes Mary is to present it.
a) Identify the communication barriers that occurred and explain briefly in two paragraphs how they contributed to the misunderstanding between Mary and David.
b) List two sources of noise at the initial planning meeting.
c) How could Mary and David have dealt with the noise or interference in their planning meeting? The checklist on page 11 can be used to evaluate your answers.
a) In the initial stage of discussion among Mary and David, there is an interruption of David telephone call. As the discussion continues, there is couple of disturbance with the 3rd person to solve the problem in the delivery times for stock by Mary. Before the discussion gets over, two things were bothered Mary by time for next appointment and insufficient time schedule.
Due to insufficient time to their project they hardly make a decision of a person to present the presentation in new software procedures at the staff meeting.
b) David telephone call and the 3rd person interrupted to Mary to solve the problem are the sources of noise at the initial planning meeting.
c) As both David and Mary gave the importance to the project discussion but there are interruptions which could laid to cause unsuccessful in presenting the discussion..
5. In a group discussion present your point of view on the following.
a) Why is good communication so important in the workplace?
b) What is the relationship between the message and the channel?
c) How is feedback transmitted in nonverbal communication?
d) What are two factors that influence a person’s perception of the message?
e) How does ‘noise’ affect communication?
f) ‘Communication is a learned behavior.’ Do you agree or disagree? Why?
g) Why is it important for both the sender and receiver of a message to have empathy for the other person?
a) Maintain proper media of channel of communication leads to development of an organization of workplace.
b) Message is information to understand by the receiver and the media used to send the message is Channel.
c) It could be transmitted trough graphic design, symbols and expression of body language to give the feedback where he couldn’t reach by the verbal communication.
d) Noise and context are the factors that influence a person’s perception of the message.
e) There are two types of noise; high noise leads to affect the communication in negative way like misunderstand in the discussion and negligible noise affect the communication in positive like give u pleasant environment.
f) I agree with the given statement. Communication play important role in every human life, show the person’s dignity and identity.
g) To maintain good communication with the people to maintain good relation in the community it is important for sender and receiver of a message to have empathy for the other person.
6. Checking what other person said:
a. Work in groups of three (A, B AND C).
• Person A and B are to discuss a topic of interest by talking opposite sides. Person C is the observer.
• Person A opens the discussion. Person B gives the feedback to person A by summarizing what person A has said before giving an opposing views. Person A summarizes what person B had said before person A continues with their opposing view.
• Continue this for 10 minutes. When person C believes that either person A or B has not summarized the other person’s point of view accurately person C can give feedback to both A and B.
b. After 10 minutes discuss the advantages gained by checking what the other person said
a) Two people (person A and person B) were discussing about an interesting topic and they couldn’t get proper feed back to each other. The discussion went on for 10mints; third person (person C) noticed them from the beginning, their communication barrier lead to miscommunication. He explains the both the feedback to them to avoid the confusion of their discussion.
b) They both gain how to communicate and empathy of the people.
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