Hearing and Orient Listening Behaviors
Please answer all essay questions giving breadth and depth to your response. Upon completion of this exam, please upload your word document through the assignment link created for this submission. Be sure to answer all parts of the question. (All questions are worth 10 pts each) 1. How do hearing and listening differ? (5 points) Hearing is purely physiological activity while listening while listening also involves the psychological processing of sound.
2. What is the “cocktail party effect”? What can you do to minimize this effect when dealing with a customer? The cocktail party effect is several conversations going on at the same time. To minimize the effect I would make a conscious effort to listen to what the customer is trying to tell me.
3. What are three major elements that complicate listening? Give customer-service related examples of each. The elements that complicate listening is the internal elements within the listener’s mind, environmental elements surrounding the communication, interactional elements that arise especially from listener self-centeredness and self-protection.
To start with, internal elements involve the use of words at a level that the hearer can hear, and the most importantly, can understand. Talking loudly and nonsense or meaninglessly can totally deviate your customers from doing business with your company.
4. What happens when people experience communication overload? People who experience communication overload tent to get stress out. Describe at least three ways we respond.
How can this be a problem in customer service?
5. What do we mean by environmental and internal “noise”? Give examples of each as they might be found in a customer service situation. Environmental noise is sometimes called physical noise, which means anything that is external to both the sender and the receiver that disrupts the sending or receiving of messages. Examples of physical noise include a stereo playing loudly, a cell phone
2. What is the “cocktail party effect”? What can you do to minimize this effect when dealing with a customer? The cocktail party effect is several conversations going on at the same time. To minimize the effect I would make a conscious effort to listen to what the customer is trying to tell me.
3. What are three major elements that complicate listening? Give customer-service related examples of each. The elements that complicate listening is the internal elements within the listener’s mind, environmental elements surrounding the communication, interactional elements that arise especially from listener self-centeredness and self-protection.
To start with, internal elements involve the use of words at a level that the hearer can hear, and the most importantly, can understand. Talking loudly and nonsense or meaninglessly can totally deviate your customers from doing business with your company.
4. What happens when people experience communication overload? People who experience communication overload tent to get stress out. Describe at least three ways we respond.
How can this be a problem in customer service?
5. What do we mean by environmental and internal “noise”? Give examples of each as they might be found in a customer service situation. Environmental noise is sometimes called physical noise, which means anything that is external to both the sender and the receiver that disrupts the sending or receiving of messages. Examples of physical noise include a stereo playing loudly, a cell phone