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Essay / Research Paper Abstract
This 5-page paper discusses the importance of communication as part of a customer service platform. Bibliography lists 3 sources.
Page Count:
5 pages (~225 words per page)
File: D0_MTcomcus.rtf
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Unformatted sample text from the term paper:
is at an Ace Hardware Retail Center. The student has also been asked to select a chapter reading from section one of Deborah Britt Roebucks textbook, Improving Business Communication Skills
(Third Edition) (2001), published by Prentice-Hall. The chapter the student chose in this particular edition was Chapter I, which discusses the concept of "Experiencing Communication."
Overall, the chapter defines communication as give and take. Communication is a two-way street, a cycle, if you were, in which the sender (or encoder) decides on
a message, its intent, how to send it, and what response might be required. The receiver (decoder), receives the message, interprets it (based on frames of reference, cultural background and
so on), then responds, if necessary. The author notes here, however, that "the message the sender encodes may not be the message received" (p. 2). All kinds of interpretations can
be assigned to a message, meaning feedback is useful, as is clarification, when necessary. The author also considers the various channels by
which messages can be filtered (such as face-to-face, voice mail, telephone and e-mail), and notes that the medium chosen should depend on the objective of the sender/encoder.
The bulk of the chapter, is, probably unsurprisingly, the causes of miscommunication and how they can be alleviated. Miscommunication can include, but is not limited
to inference (drawing a conclusion based on facts, either correct or incorrect); word-meaning confusion (when the sender and receiver give the same words different meanings); differing perceptions (the assumption from
the sender that the receiver will interpret data in the same way and information overload and timing (when the message, due to overload from other information, might be misconstrued).
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