Paralanguage, It identifies something that may be expressed consciously or unconsciously and it offers the pitch, volume and sometimes intonation of speech.
Example: A teacher shouting after giving prior polite warning to students misbehaving again and again in the institution. The volume as well as the pitch is seen changing from low (polite warning) to high (anger).
Kinesics: Kinesics is the interpretation of body gestures such as facial expressions and gestures – or, more formally, non-verbal behaviour related to movement, any part of the body.
Example: A supervisor moving his head from left to right to his junior employee engaging in a argument situation with a customer at the till.
Proxemics: It means the length between people when they are getting together with each other.
Example: Informal communication, between friends and peers is usually marked by lesser distance between them as compared to greater distance between delegates in a formal communication.
Chronemics: It means that use of their time, waiting or pausing etc. Chromatics is related to culture. It offers punctuality, willingness to wait, and interactions.
Example: In the business world, peoples are surviving in western countries and Americans are expected to arrive to meetings promptly and, usually, even early. Alternatively, Arabs give less preference to time.
Haptics: is the means by which people communicate via touching. Touch is an vitally important sense for humans; as well as providing information about surfaces and textures it is an element of nonverbal communication in interpersonal relationships, and vital in conveying physical.
Example: A doctor touching a patient’s wrist to measure the heartbeat rate.
Oculesics: Oculesics is the study of eye-contact as a form of non-verbal communication. For me, eye contact is one of the most important facet of nonverbal communication.
Example: A teacher expects direct eye contact with his students during lecture as a mark of attention.
Environment: A good environment plays a great role to perform the business. It is obvious that your individual space and environment affect the level of your comfort and your status and facilitate the communication process.
Example: Wearing a proper uniform at workplace to match the encompassing environment.
ii) How did the use of them effect the communication? Processes in the situations explained in affect?
Paralanguage: The result was the student feeling insulted and stopped doing what the teacher didn`t wants him to do.
Kinesics: The result was the junior employee backing from the argument and apologising to the customer.
Proxemics: Close distance communications gives a sense of friendliness whereas greater distance when compared with informal communication creates a required formal environment.
Chronemics: An Arab arriving late at a gathering with an American and the American feeling insulted because of this.
Haptics: The result is the physician being able to determine the patient`s health.
Oculesics: Effect is the teacher being able to assess concerning who is paying attention and who is not.
Environment: The effect is the creation of ethical workplace environment.
2) QUES: Give two examples of when active listening skills were applied in a work/study situation to ensure was effective? In both instances first describe the situation and state who have been involved?
Ans: Example 1: (work related) When I got my first job. My manager addressed me in the organization as an orientation programme. Me and manger were involved in this situation. Manger told me about the history of the business, introduced me to my fellow workers, addressed me about the job rules and regulations.
Example 2: (study related) A business tycoon addressed us students in school sharing his ways of success. He and the students were involved in this situation. He shared his personal life experience with the students and told them what to do rather than to do in life. He also told them different ways of adopt to be successful in life.
Example 1: I paid attention to my manager with full attention while he was explaining me about my job description. I also used supportive eye contact and showed i was hearing the speaker. Then I asked him questions to my queries and my manager gives me answers and then I was able to remove my queries.
Example 2: Business tycoon addressed us and told us different things to do in life. We were listening effectively to him. We were raising questions on his speech and examples and satisfied ourselves by getting suitable answers from that experienced person.
Example 1: I could get an agreeable environment as well as all the answers to my questions and lot more information regarding might work so that I possibly could do my job effectively and efficiently.
Example 2: We got a preview of what’s ahead inside our life as well as tips and success mantras to move on the road to success.
3)Ques: interview someone you know has a fulltime or in your free time job and find out what they like and dislike about job.
I took an interview of my friend who is working as a person Service (Check out) Manager in WOOLWORTHS RETAIL STORE “COUNTDOWN”. Before starting the interview, I clarified him that interview will be considered as part of my school assignment.
1. Describe about yourself?
Ans: Myself Manav Sharma I have finished my study running a business L-6. At this time I am working here as a manager.
2. Why did u choose this field?
Ans:Due to my versatile personality and good communication skills.
3. What exactly are your responsibilities at work?
Ans: Preparing rosters and handling customer grievance system.
4. Is there anything you dislike about the work?
Ans: Though I am quite satisfied with my job except two things:
When people engage in unethical activities like theft, stealing things etc.
When people are drunk and misbehave with the staff
(ii) In the report offer them recommendations about how might remove the dislikes they might have about the job.
Ans:1) You should equip your security system with latest cameras.
2) There must be sufficient security guards at the store and the staff should be advised to be more calm and composed.
In case of your heated argument between the staff and the respective customer the situation should be referred to a senior executive in charge.
(iii) Obtain written feedback from the person you interviewed how you conducted the interview and exactly how relevant or helpful your feedback of these was?
Ans: I MANAV SHARMA am quite happy to speak about my job, responsibilities, likes and dislike etc. about my work. Having freely discussed my problems, likes and dislikes I also welcomed suggestions on the things that I disliked and it is also good to learn and gain knowledge from any source possible. After reading the recommendations I would like to mention that these are worth applying to my work related problems and reflect the interviewer’s maturity and knowledge sphere. I believe I gave my best and real answer of my job and the interview has been well conducted by the interviewer.
4) Ques: Describe the problem at the job / study in New Zealand where you’d to be assertive in negotiate with your boss, another colleague, customer or client, or someone in a more senior position.
1) Describe the problem and who was simply involved?
Ans: Having employed at MASALA RESTAURANT as a receptionist, one day I was on work and a customer complained my manager about the delivery of a wrong meal. The situation was that he had ordered cheese chilly however the the one that was actually delivered was chilly chicken. People involved were me and the client.
2) Explain the results you wanted?
Ans: I needed to make sure that the customer is satisfied at any cost because for us customer is the king.
3) Explain the results the other party wanted?
Ans: The other party wanted what he previously at first ordered.
4) Explain what steps you took in the negotiation to work at your outcome?
Ans: In order to rectify the mistake and Compensate for the same I ensured that the client is made happy and retained for the future by providing the actual ordered dish and gave the wrong delivered dish as a no cost someone to compensate for the mistake plus 25% discount on another dine in.
5) Explain the outcome i. e. whether you received all you wanted, some of it or none of most?
Ans: Having taken the necessary corrective action the customer was again restored and therefore my main motive of retaining the customer was fulfilled.
6) Explain the assertiveness techniques you made use of in your negotiation?
Ans: Firstly, I felt sorry and tried to calm him down. Next I tried to bring the client back on the right track by offering him a deal he couldn’t refuse by providing him the wrongly delivered dish as a complimentary one and a 25% discount on another dine where he perceived as an advantageous one and agreed finally.
7) Utilize the experience you have gained out of this exercise to draw up an action plan explaining how you may work at further enhancing your negotiating and assertiveness skills?
1) Firstly, I need to improve my listening skills so that won`t happen in future.
2) Write the order first on a piece of paper and confirm it twice and then put it in the order list.
3) Find out more and much more from my seniors by asking them for recommendations off their experiences.
4) Improve my conflict handling skills by seeking to be calm and flexible atlanta divorce attorneys situation.