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1) Explain, with the use of examples, how you have used each of the following aspects of communication in a work/ study situation? Answer: Paralanguage: We also communicate non-verbally using what is known as paralanguage when you consider situations in the working environment such as speaking to influence during meetings, business presentations and performance management of staff. Tone of voice means that same thing as vocal qualifiers. There are different things that can vary and affect our perception. There way of speech and culture. So, our volume and intonation of speech is changed in front of managers from overseas.
Example: Speaking quickly tends to communicate urgency or a high emotional state. Slow tempos give the impression of uncertainty. theÂ bodyÂ and physical messages that are given off. This includes appearance, movement, facial expressions, eye contact, touch, smell, andÂ paralanguage.
Kinesics: KinesicsÂ is the interpretation ofÂ body languageÂ such asÂ facial expressionsÂ andÂ gesturesÂ - or, more formally, non-verbal behaviour related to movement, either of any part of the body or the body as a whole. We are working where several person work together. We do work with the help of expressions and body movement.
Example: Kinesics is the study of bodily movement, including gestures, posture, and movement of the head, arms, leg some scholars also include facial expression and eye behaviour as kinesics behaviour. However, because these behaviours are discussed elsewhere in this encyclopaedia, this entry focuses primarily on gestures and bodily movement.
Proxemics: There are different parts of the world where people act differently.
TheÂ primary territoryÂ of a person is their personal area, which may be a house, a bedroom, a den or study, where they feel most at home. Here, they can be themselves and be relaxed.
Example: Personal distance is frequently reserved for close relationships. Most of our personal interactions take place in it. Social distance is more like a distance in formal communication.
Chronemics: It means that use of time, waiting or pausing etc. Chromatics is related to culture. It includes punctuality, willingness to wait, and interactions. There are different perceptions about time usage and its value. Also, cultures differ in their usage of time.
Example: In the business world, peoples are living in western countries and Americans are expected to arrive to meetings on time and, usually, even early. On the other hand, they arrive late to parties and dances.
Haptics: is the means by which people and other animals communicate via touching. Touch is an extremely important sense for humans; as well as providing information about surfaces and textures it is a component ofÂ nonverbal communicationÂ inÂ interpersonal relationships, and vital in conveying physical.
Example: There is different kind of touching. It may be greeting, punishment, caring, guiding sympathy or friendship etc.
Oculensics: Oculesics is the study of eye-contact as a form of non-verbal communication. In my opinion, eye contact is the most important cue. Eye contact is often the first cue and it can either make or break you very early on. Eye contact and facial expressions provide important social and emotional information
Example;. Whereas in most Western cultures, the use of direct eye contact symbolises listening and attention, direct eye contact is seen as unfavourable by, for example, various Asian cultures.
Environment: A good environment plays a great role to run the business. It well known and established physical environment will be considered physical environment will be considered any aspect of the work environment which directly affect human senses light, sound, distances, shapeup room effect the business in productivity. . It is obvious that your personal space and environment affect the level of your comfort and your status and facilitate the communication process.
Example: in recent years the oil and gas industry has intensified its efforts to develop productive and effective partnerships with local communities, academic institutions, government agencies, and non-governmental organizations with the goal of improving and protecting the health of our natural environment.
ii) How did the use of them effect the communication? Processes in the situations explained in affect?
1. Paralanguage: These non-verbal things strongly affect how something is extracted by the other person, and how we understand the words. The solution is that we need to understand that how we say things can be more important than what we say.
2. Kinesics: The effect of body movements conveys our internal message or emotional states. It can involve facial expressions such as angry stares or wide-eyed fear or body movements such as trembling hands.
3. Proxemics: The effect of distance like Sales people will tend to approach customers closer than other business people. Video has been shown to lead to more effective negotiation and bargaining than audio only conditions in experimental tasks.
4. Chronemics: If we do work according to time than our business run smoothly. Otherwise effect and chromatics means the way people respond according the time or not.
5. Haptics- Haptics communicate with touch. So it affects the business as communicate is not working properly through touch. So, it affects the whole business.
6. Oculesics- Eye contact is non verbal communication. Sometimes understanding with two people is not right So, it effects as a barrier to run the business.
7. Environment- Loudspeakers, Traffic, Light, Shape of room effects of productivity of the business.
Question 2-Give two examples of when active listening skills were applied at work / study situation to ensure communication was affective.
Answer) Listening is one of the most important skills you can have. We listen to obtain information. We listen to understand, for enjoyment and to learn. There are some element below which is helpful for listening.
Maintain eye contact
Keep an open mind
Example1. When I came in New Zealand I join my school. First day, student of other countries are with me there way of speaking and tone body language is quite different from my own country so, it was not easy to understand there tone so then I applied active listening skills.
Example 2.When I got a job in Auckland in a fast food company known as burger king as a crew. So lots of people working there together they are from different countries how to listen them was tuff for me because tone was quite different from me and I gave my best I listen them carefully and I use the active listening skills and after some days I became use to of their tone and now there is no difficulty for me.
Explain what active listening skills you used in different situation and you used.
Answer) As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions. . If we, as listeners, miss the feeling content we have missed a major part of the speaker's reaction and experience. Reflecting feelings also give the speaker an opportunity to evaluate how he or she is responding to a problem situation. . You should also try to respond to the speaker in a way that will both encourage him or her to continue speaking so that you can get the information if you need.
I used also supportive eye contact and showed that I am attending to the speaker. I clarified somewhere in between the communication that I felt a bit confused about few points. I also summarised that I am getting all the points and have covered so far.
Describe what the outcome was in each situation.
I was taught very well because my tutors were very co-operative and supportive. As well as I realized that I can do my best in doing things by using these skills. I think that these are great skills to have.
Pay attention:- in this situation there is less room ambiguity.
1) It helps in make great strategies.
2) It improves decision creation capacities.
3) It improves mechanical things in the business
Question.3 interviews someone you know has a fulltime or part time job and find out what they like and dislike about job.
Use a questionnaire with open, close and probing question to get the information required.
I am taking an interview of my friend who has full time job named manager in "Burger king". Before starting an interview, I clarified him that this interview will be done for my study purpose.
1. Describe about yourself?
Answer) Myself kuldeep singh. I finished my study in business L-6. At the moment I am working in burger king as a manager.
2. Why did u choose this field?
Answer) Actually I like to work as food production. Moreover It is related to my study which help me in future.
3. What are you're responsibly at work?
Answer) There are lots of responsibly of mine to make proud to my company or my senior managers. The main thing that I do my work honestly. I tried to do my best all time.
4. Is there anything you dislike about the job?
Answer) Yes, I do not like when people came at drive threw and they irritate like fool and does some bad stuff.
Do you want to ask any questions?
Answer) No, I just want to get feedback about it. So I get how much I need to learn more.
b) In the report offer them suggestions on how might remove any of the dislikes they might have about the job.
Answer) You should up to date your security system. There should be more than two people at front gate of store. So they can handle drunk people and manage the situation.
Obtain written feedback from the person you interviewed on how well you conducted the interview and hoe relevant or helpful your feedback of them was?
Answer) I am kuldeep Singh. i am quite happy to talk about my job and responsibility like or dislike etc.i think I gave my best and real answer of my job and well conducted by the person interviewer having a Sharpe knowledge. Feedback from you would be helpful for me. As I told about dislikes, I think this solution may make this possible.
Question 4) Describe the situation at work / study in New Zealand where you had to be assertive in negotiate with your boss, another, colleague, customer or client, or someone in a more senior position. Make sure you;
Describe the situation and who was involved?
Answer) One day I was on work one customer gave us complaint and he said you gave me whopper burger bt I want chicken burger. So on that time crews said we didn't do that.But when I saw that burger it was really chicken burger. Then I said to customer we r apologize for that nd then I gave him chicken burger on discount and I wrote his name in file. I told him if u comes next time you will get discount on any burger.
Explain the outcome you wanted?
Answer) I wanted that the person become in happy mood and I lift sorry for the wrong order. So, everything is in right and after few minutes the customer understood me and he was no more complaints and my manager also happy with me.
Explain the outcome the other party wanted?
Answer) Actually they want whopper burger and we served them chicken.
Explain what steps you took in the negotiation to work towards your outcome?
Answer) I apologize from my team that there is misunderstanding with us So I hope next time their no misunderstanding and we change team work sometime something may wrong. I hope it want be repeated.
Explain the outcome i.e whether you received all you wanted, some of it or none of all?
Answer) On that time I want customer satisfaction on that time .So luckily they understood easily that.
Explain the assertiveness techniques you made use of in your negotiation?
Answer) So we need to use technique to calm down them. Firstly, I felt sorry and request that we will short out. So, customer having some relief that we can short out the problems easily. So, it is the technique which I use in the situation.
Use the experience you have gained from this exercise to draw up an action plan explaining how you might work toward further improving your negotiating and assertiveness skills.
Hoe can this be improved
It is define that how we understand situation and how clear we listen them.
It communicates with touch. So it affects the business as communicate is not working properly through touch.
If we behave with customer as a friend then they come again and again. it is increase our sale.
Service to customer
I think we should give good service to customer and as soon as fast.