2 Improving Communication Listening

 

Play the first audio file attached (02) and listen to the first part of an interview with Alastair Dryburgh, an expert on communication and answer the questions. 

Does he think technology makes good communication easier?

From what I understood, he said that technology could make communication better not easier, he also said that technology could also make communication bad.

What four key points does Alastair make about communication?

1.      People have limited attention, so communicate as succinctly as possible.

2.      Recognize that communication is about meaning, so do not dump lots of data on people.

3.      It is as much about listening as it is about telling things.

4.      If communication is going to be effective, there has got to be some sort of emotional connection in it.

 

Play the second audio file attached (03) and listen to the second part of the interview. Alastair gives an example of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.

AMAZON

·        Get confirmation when you ordered something from them.

·        They are always suggesting items for you to purchase based on previous purchases.

 

Finally, play the third audio file attached (04) and listen to the final part of the interview, where Alastair is describing a bad customer experience. What mistakes did the company make, and how could they have improved the customer experience?

The mistake that the company made was the use of a computerized person on the call, it would lead you to press different keys that would not answer your question or solve your problem. To solve this problem, they would need to hire a customer service company that’s available 24/7 or implement a new and better AI system that could help the customer service be better. Now a days there is automated messaging systems or e-mails.