Communication Effectively Worksheet
BCOM/275 Business Communications and Critical Thinking
February 2, 2013
Communicating in the Workplace
Assignment 1.1: Communication Process Model
Directions: Think of a misunderstanding you experienced when communicating with someone else at work, home, or school. Then fill in the blanks of the chart below. Who was the sender?I was the sender. I am the Lead of a team in the Collections Department. My team has 17 representatives that work on the phone assisting customers and also they do manual work off the phone.
| Who was the receiver?A Subordinate. It is crucial that the representatives are always in Compliance with rules, regulations, and policies; having too many mistakes can be cause of termination. They have to be very detailed and cautious because most common mistakes are very small mistakes, but critical to the company.
| What was the message?She was working on a file, analyzing accounts manually. I was reviewing some of the accounts myself, as a second look, and I noticed that one of my representatives was doing the same mistake in several accounts. To prevent an audit and improve this area of opportunity it was imperative to provide feedback. The message was to provide feedback to my subordinate about the errors that I detected on the analysis; I had to show the pattern and point out the area of opportunity and explain again the proper way to do it to prevent future errors and possible audit.
| What channel was used to send the message?Verbal
What was the misunderstanding that occurred?My subordinate was not receptive to the feedback and after I pointed out the area of opportunity she started to get defensive. From the moment I called her to my desk her body language was closed and she didn’t want to sit, she stayed standing with arms crossed. I pointed out the error on her analysis and after a few words she thought I was being confrontational. I believe that culture and language...
Please join StudyMode to read the full document