A2. Improving Communication

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Improving Communication

First audio 

  • Does he think technology makes good communication easier?

No, he thinks that the principles of communication haven’t changed but technology is a tool that you have to know how to use.

  • What four key points does Alastair make about communication?

  1. People have limited attention, you have to say exactly what you want to communicate as simply as possible. 

  2. Recognized that communication is about meaning.

  3. Communication is not just telling things, it's about listening. 

  4. You need to have an emotional connection for effective communication . 


Second audio. 

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.


Thanks to amazon logistics  you always have confirmation of your order and access to information about what is happening with your purchase or what stage of the process it is in, this is possible because each worker has a clear understanding of his or her tasks. 


Third audio 

 What mistakes did the company make, and how could they have improved the customer experience?


They automated the help and doubts section, this makes communication difficult because achieving an understanding between a machine and a person is difficult, there is no emotional connection, so in many occasions problems are not solved. The company should allow customers to have contact with workers so that they can help them.

Mayra Dallana Hernández Corona


Comments

  1. Judith G. CardonaDecember 21, 2021 at 1:08 PM

    I completely agree that communication can be very difficult when the help and doubts section is automatized and think that the company needs personal assistance for people that might find it difficult to navigate the technology.

    ReplyDelete
  2. MICKYDecember 21, 2021 at 1:09 PM

    I agree with your statement in the first question, no technology does not improve or change communication itself, but it is essential to know how to use it.
    And your final comment is very accurate, you do not feel a true connection with the person who attends you, therefore there is no real connection with the company.

    ReplyDelete
  3. Francisco Javier Ramírez JuárezDecember 21, 2021 at 1:11 PM

    Don't you think that dividing the customer service to an artificial intelligence and this same one connects you to support with a human person, once the problem is identified, it would be a better solution?

    ReplyDelete
  4. David ExigaDecember 21, 2021 at 5:15 PM

    Technology can be really good at making communication easier but only when all the communication procces get combined with it.

    ReplyDelete

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