Customer Communication and Barriers Essay (Article)

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Updated: Feb 16th, 2024

Communication challenges

This part illustrates at least three barriers or challenges to communication. First of all, one can speak about the differences in attitudes and perceptions of the interlocutors. The guest, Mrs. Richards believes that her needs have to be of the utmost priority to the receptionist and other personnel of the hotel. In her turn, the receptionist thinks that her main duty is to attend to another customer who asked for her assistance first. Their main problem is that they do not try to put themselves into each other’s position. This is the main reason why they cannot understand one another.

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This video also exemplifies linguistic communication barriers. They are particularly important if we speak about the conversation between Manuel and Mrs. Richards. This case shows how foreign words can be misinterpreted by the listener. If we apply the communication process model to this situation, we can say that these interlocutors have no common way of encoding oral messages, and non-verbal communication cannot overcome this linguistic barrier. Thirdly, it is quite possible to mention physical challenges to communication. Probably, Mrs. Richards has hearing impairments, but such a possibility has been overlooked by the receptionist. Each of these challenges can disrupt communication. Moreover, they can give a person a false idea about the intentions and views of the interlocutor. This is the reason why they have to be avoided.

Effective communication and promotion of good organizational behavior

This part demonstrates that effective communication is essential for promoting good organizational behavior. First, the employees, who do not possess well-developed communication skills, can appear to be inattentive to the customers’ requests. It should be noted that the receptionist deliberately confronted two clients with one another to show Mrs. Richards that she is not the only visitor to the hotel. Such practice is hardly permissible for any service organization, including hotels. Secondly, the receptionist failed to take into account the age of the visitor and did not even try to be more patient. These examples show that effective communication is essential for good relations with customers.

Furthermore, this scenario shows that language proficiency is crucial for effective interactions among employees. Manuel is unable to speak English, and he can hardly communicate either with his colleagues or clients. Thus, well-developed communication skills are vital for quick and effective interactions between co-workers. In turn, the absence of these skills leads to slow decision-making and the unwillingness of workers to take responsibility for their actions (Bloisi, Cook, & Hunsaker, 2007). So, this competence is crucial for promoting good organizational behavior. This argument is applicable to service companies and manufacturing enterprises.

Non-verbal communication and its importance for employees with disabilities

Non-verbal means of communication can convey more than 50 percent of the meaning (Rancer, 2010, p. 269). According to the well-known Mehrabian formula, facial expression, intonation, and gestures account for more than 93 percent of the communication process (Rancer, 2010, p. 269). This form of interaction is of great importance to employees with visual and hearing disabilities. For example, the employer, who promotes the use of sign language in the workplace, can greatly help people with hearing disabilities. Another example of non-verbal communication is the Braille system which is specifically designed for blind people so that they could read. Overall, non-verbal communication positively affects employees with disabilities. To some extent, it helps them better understand verbal messages, both written and oral.

Yet, there are some exceptions. Very often employees rely too much on paralinguistic means of communication or facial expressions. As a result, the workers with hearing or visual impairments cannot fully understand their meaning, and sometimes they are practically excluded from the conversation. This is why one can argue that non-verbal communication can adversely affect people with disabilities, provided that others do not take into account the challenges experienced by these individuals. Hence, the task of management is to make sure that such problems do not occur in the workplace.

The use of technologies and interactions in the workplace

The increasing use of technologies can greatly improve the functioning of many organizations. In many cases, people are not able to physically interact with their colleagues. This is why such communication tools as emails, voice chats, SMS, become more and more important. The main effect on organizational behavior is that they speed up the exchange of information between or within organizations and facilitate decision-making. From an internal perspective, these technologies are a positive force for any company.

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Additionally, they can help the management reduce the company’s expenses, especially the costs of telephone calls or traveling expenses. These communication tools are vital for maintaining good relations with customers. A great number of modern companies have become globalized, and they interact with clients from different countries and even continents. Sometimes, there is no possibility of direct face-to-face communication, and under such circumstances, communication technologies begin to play an important role. These tools enable companies to advertise their products and increase clients’ awareness of the organization. Overall, day-to-day interactions with foreign customers are hardly possible without the effective use of technologies. They improve the internal functioning of a company and enable organizations to better attract and retain customers.

References

Bloisi, W., Cook, C., & Hunsaker, P. 2007. Management and organizational behaviour. London: McGraw-Hill Education.

Rancer, A. 2010 Arguments, aggression, and conflict: new directions in theory and research. London: Taylor and Francis.

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IvyPanda. (2024, February 16). Customer Communication and Barriers. https://ivypanda.com/essays/customer-communication-and-barriers/

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"Customer Communication and Barriers." IvyPanda, 16 Feb. 2024, ivypanda.com/essays/customer-communication-and-barriers/.

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IvyPanda. (2024) 'Customer Communication and Barriers'. 16 February.

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IvyPanda. 2024. "Customer Communication and Barriers." February 16, 2024. https://ivypanda.com/essays/customer-communication-and-barriers/.

1. IvyPanda. "Customer Communication and Barriers." February 16, 2024. https://ivypanda.com/essays/customer-communication-and-barriers/.


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IvyPanda. "Customer Communication and Barriers." February 16, 2024. https://ivypanda.com/essays/customer-communication-and-barriers/.

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