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Report on Communication Challenges

   

Added on  2020-04-07

4 Pages849 Words30 Views
0Running head: COMMUNICATION SKILLSCommunication skillsName of the student:Name of the University:Author’s note:

1COMMUNICATION SKILLSIntroduction:Kelly is a staff at United Technologies, a Chicago based company. She is having aconversation with Hendry, the manager of the company’s customer service outsourcing inIndonesia. Kelly had asked Hendry to get all customer service representative training donewithin two weeks, however gap is found in the communication process between the two people.This report looks at the communication challenges facing Kelly and Hendry and suggests to helpHendry overcome the challenges. Communication challenges facing Kelly and Hendry:The conversation between Kelly and Hendry reveals many communication challengesbetween them. This is because of different listening style employed by both. This is seen whenKelly ask Hendry to provide training to all customer service representativeness within two weeksand Hendry was not sure about completing the task within the deadline. However, when Kellysaid that task needs to done with clever scheduling and get it done with two or three days tospare. Hendry however trained only 65% of them after two weeks and he affirmed that hementioned about the monsoon before for causing the delay. Hendry was willing to say thatmonsoon was delaying the training process because of delay in getting around the city and he didnot understood Kelly’s message of getting the work done as quickly as possible. So, the processof communication and interpreting each other’s message was not clear between Kelly andHendry. This occurred because Hendry was practicing surface listening style by just focusing onthe literal meaning and he did now follow depth listening to understand the underlying messageof the speaker. Solutions to overcome the challenges:

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