Positive Verbal Communication Analysis

Positive Verbal Communication Analysis What are some things you can do as a customer service professional to project a positive image to the customer? First, think carefully about the words you choose in front of them. Use customer-friendly words. Avoid acronyms and industry-specific language. Youll never impress the customer with how smart you are if you make them feel dumb. Second, consciously choose your tone of voice. You may say the right words and say it in a way that communicates something entirely different. How many husbands have asked their wives, Honey, is there anything wrong? And the wife says, Nothing! And the husband gets in trouble because he believed her! Make sure your tone is professional and pleasant. Is that hard? Yes! At the end of your shift when you have a headache, when youve just been bawled out by an angry customer, when youve just had a run-in with your boss all these situations make it difficult to treat the next person with respect and courtesy; however, thats your job. If you want to keep customers coming back and telling their friends, youve got to treat them right. The third thing you can do to create a positive image is to be aware of your body language. How you are standing or sitting can communicate a loud message. If you have a face-to-face business, you must put some thought into your appearance. You always want to appear clean and neat. Im not talking about how expensive your clothes are or are not, but are they clean? Ironed? Do they fit? All these things speak loudly to the customer. After all, if you dont care enough to present yourself well, the customer wonders if you care enough to do the job well. What element(s) of the do you believe are the most important in a customer service environment? Explain Two way communications involves the sender and the receive who each contribute to the communication process. Part of the process is declining which is the best channel to ensure clear message delivery. What are some strategies to use in order to avoid words or phrases that will negatively affect your relationship with your customer? While we seek to communicate effectively, there are often distorted perceptions of what we view as truth or right. As a result of these colored reality, conflict often result. A continuation of this miscommunication is likely to create a downward spiral of increased tension. You have probably heard the term passive aggressive and did not know what it meant. You are probably familiar with the terms passive and aggressive. These are three communication styles that should be eliminated if you are to communicate effectively with other individuals. Aggressive communication can be described as follows: -Shouting -Using intimidation or threats -Underlying violence -Talking down to people in a disrespectful manner -Being very controlling -Saying rude and hurtful things to people under the guise of being blunt -Name calling -Offensive behavior Do you exhibit any of these signs of aggressive behavior? If so, you probably have found that it has gotten you into quite a few fights, maybe even some physical altercations. You are a walking time bomb who always seems to be able to go off. There is nothing wrong with being assertive in making sure that your needs are met. There is something wrong if you are hurting other people in your quest to do this. People who exhibit aggressive style behavior are usually bullies. They often will resort to talking to people in this manner at stores and places where employees are trained not to talk back. It gives them a false sense of superiority and makes others feel bad. To say that this communication style is ineffective is an understatement. It is toxic. And sooner or later, it will cause negative effects in your life. No matter how much of a bully you are, and how aggressive, there is always someone who is a bit tougher. Continue this type of behavior and be prepared to have very few friends, move around from different jobs all of the time and have problems in your personal life as well as with the criminal justice system. Have problems in your personal life as well as with the criminal justice system. Passive behavior is almost as destructive as aggressive behavior. You never know what a passive person is thinking, but they are usually seething on the inside about something. Because they are so stifled in their emotional range, they will not let anything out for others to see. Somewhere in their lifetime, they were told that it was not okay to display any of their feelings nor have any value to their feelings. They simply allow people to walk all over them. When the passive person has had enough of the conflict, they will just take off. You have heard about passive people before. Surely you know someone who knows someone who has had a father or mother just take off without explanation. Chances are that the conflict they were experiencing was developing for some time. But because they did not know how to address the conflict, it never came out. Until the day that they decided to take off and leave. Passive behavior is destructive in that it does not allow someone to communicate their thoughts and feelings in an effective manner. In fact, it does not allow them to communicate their feelings at all. This is almost as alienating as being aggressive. People who are extremely passive usually have a very low self esteem and simply do not feel that their needs are worth fighting for. Until they get to the point where the conflict builds up and they just escape. In many cases, a person who is very passive may not escape physically from the conflict, but in their own mind. They may appear distant to others. This is because they have found it more comforting to slip into a dream world where the conflict does not exist. Passive Aggressive A person who is passive aggressive has deep rooted anger issues but will not address them. Instead, they will act out in other manners that are destructive. They usually have a problem with being told what to do by authority figures and are generally very negative individuals. Being passive-aggressive is considered as having traits that are reflective of having a personality disorder. A person who has been diagnosed with a personality disorder needs a more than conflict coaching, although this is a step in the right direction. Signs that someone is passive aggressive include: -Harboring resentment and underlying seething; -Communicating through indirect means by using children, messengers or e-mails to get their message to the individual who is causing the conflict; -Negative self image and image of others around him or her; -Angry all of the time but inability to express it appropriately. The person may resort to hurting animals or other pets; -Making snide remarks or giving backhanded compliments to people. Someone who is passive aggressive can use a good dose of therapy to get to the root of his or her negative self image. Their negative self image does not only affect them, but others around them. Normally, someone who is passive aggressive learns this behavior in childhood. Chances are that there is a parent who also suffered with this issue. If you have one of these communication styles, you will want to do something to overcome it and be able to communicate more effectively. What are some of the tips outlined in this chapter for ensuring effective customer interactions? Responsible for ensuring that a meaningful exchange of information takes place. By accepting this responsibility. You can perform your job more efficiently. Generate goodwill and customer loyalty for the organization. Provide service excellence. What is feedback? Your feedback could affect the relationship you have or are building with your customers. The effect may be positive or negative, depending on the content and delivery. Verbal feedback Nonverbal feedback Body language Actions Appearances How can verbal feedback affect customer encounters? Give some examples of nonverbal feedback and explain how they can affect customer interactions? List at least five tips for providing positive feedback. Giving positive feedback is one of the more enjoyable tasks in the workplace. From the most senior to most junior, regular appropriate praise can enhance job satisfaction and boost motivation. Build Trust Contrast Focus on Improvements Use Examples Give Positive Feedback SCENARIOS: You are a customer service professional in a dry cleaners shop. A customer who has been coming for years stops by with a silk shirt that has a stain that, according to him, was not there before the most recent dry cleaning. He is upset because the garment is expensive and was to have been damaged to a class reunion yesterday. As we try to dry our customer clothes as superior as we can do. But we are also human beings all the things we cant do properly. Since he complains about the shirt stain and he spoil the class reunion yesterday, we ask thousand apologies from him, and we try to get that kind of shirt for him. So he may have a good confident about our shop. You are a member service representative in an automobile club that provides maps, trip information, towing and travel service, and a variety of travel-related products. A member has supported by to find out whether she can get a replacement membership card and assistance in planning an upcoming vacation. As u knows our business is giving service to customers. We always try to keep a good relationship with our customer. We happily help our customer difficulties because they are our future without them we cant grow up. Since she is our customer and we want give a replacement membership because if we dont do that now we know we will lose one customer, for us each and every customer is important. So we will be always want keep in touch with customer. You are a counter clerk in a fast-food restaurant. It is lunchtime, and the restaurant is full of patrons. As you are taking an order form a customer, a second customer steps to the front of the line, interrupts the first customer, and demands a replacement sandwich because the one she received is not what she ordered. If he is interrupting it is better to solve his problem first, and for second one can give a nice smile and get an excuse and can talk the first one and can ask for apologies for bringing wrong one, and can tell to him that we will try our best not to repeat this again. So the problem will be solve charm and satisfactorily. As a clerk in a local video rental store, you see many of the same patrons regularly and have a fairly good relationship with many of them. Once of the regular customers has just come in to rent a video but is not sure what he wants. You must determine his needs and properly assist him. Be sure to ask probing, open-ended questions, phrased positively, to help you get the information you need. If he is a regular customer, we can understand his feeling and his taste. So when he come to store we can ask question like, how was the last film that your brought? And can tell you always take this kind of thing so you like this and that. And can give our feeling about that and can tell like that other good one also there. So he will tell his feeling about that and tell again what he wants. CRITICAL THINKING QUESTIONS Since you dont have a relationship with Sylvia, what will you do to get off to a solid start during your visit? Try to meet her and create a relation with Sylvia. Observe her perfectly. Respect her and her ideas. Watch her expirations carefully, ask about her needs and wants. How should you approach Sylvia verbally and nonverbally? Take with her warmly and sincerely. Try to build a foundation to trust on her mind. What strategies among the ones discussed in this chapter can you use to find out where you and LKM stand in Sylvias mind?

Lebanese Women’s Rights

LEBANESE WOMEN’S RIGHTS FIGHTING FOR FREEDOM, ATTENTION, &DIGNITY BY MAZEN AL KHANSA ENG201 INSTRUCTOR ISSAM HATOUM 7 January 2009 I picked this topic because it excited and stimulated me to believe that we are now accepting Lebanese Women to be equally adversarial with men and to attain their rights for better living. The audiences shown are all Lebanese Women to be spoken for that have given up their social, economical, and political being to degradation, failure, and fugitivity. OUTLINE: Thesis: Lebanese women nowadays enjoy equal civil, social, and economical rights and attend institutions of higher education in large numbers, thanks to Arab societies/Islamic religion that provided for her. I. Rights for Lebanese Women A. Economic Rights and equal opportunity B. Political Rights and Civic Voice C. Social and Cultural Rights II. Recommendations for preserving women’s rights and continuity in Lebanese civilization III. Other Rights for Women Worldwide(Particularly USA) The family in Lebanon, as elsewhere in the region, assigns different roles to family members on the basis of gender. The superior status of men in society and within the narrow confines of the nuclear family transcends the barriers of sect or ethnicity. Lebanese family structure is patriarchal. The centrality of the father figure stems from the role of the family as an economic unit, in which the father is the property owner and producer on whom the rest of the family depend. This notion prevails even in rural regions of Lebanon where women participate in peasant work. Although the inferior status of women is undoubtedly legitimized by various religious texts, the oppression of women in Arab society preceded the advent of Islam. The roles of women have traditionally been restricted to those of mother and homemaker. However, since the 1970s Arab societies have allowed women to play a more active role socially and in the work force, basically as a result of the manpower shortage caused by heavy migration of men to Persian Gulf countries. In Lebanon the percentage of women in the labor force has increased, although the Islamic religious revival that swept Lebanon in the 1980s, reasserted traditional cultural values. As a consequence, veils and abas (cloaks) have become more common among Muslim women. Among Christians, the war enabled women to assume more independent roles because of the absence of male family members involved in the fighting. Notwithstanding the persistence of traditional attitudes regarding the role of women, Lebanese women enjoy equal civil rights and attend institutions of higher education in large numbers (for example, women constituted 41 percent of the student body at the American University of Beirut in 1983). Although women have their own organizations, most exist as subordinate branches of the political parties.

Pros and Cons of Immigration Essay - 730 Words

Pro/Con Illegal Immigration Picture a scenario where crowds of people surround you. You don’t know who they are. Hundreds of people of all cultures, ethnicities, and genders pass by you. To you, they might seem like regular people trying to get from Point A to B. Therefore, you would not assume that they play a significant role in society. However, what if one person that passed by you today was an undocumented citizen in the United States? How would you be able to tell the difference? Everyone currently living in the Northern Hemisphere is an immigrant or a descendant of one. Far too often illegal immigration is generalized as a negative act in the world today. Despite that illegal immigration is less rationalized through the positive†¦show more content†¦Legal or illegal, we should all be granted the same opportunities in order to provide a substantial foundation for our families. Still, people are willing to risk their lives’ to enter the United States. Some may succeed, while some wil l be unsuccessful and get deported back to their own country. They sacrifice everything in order to provide a sense of hope for their family. This is what the American Dream represents; being able to prosper, raise a family, and live the means of a good life. Illegal immigrants long for a day where their offspring will develop into a successful individual, rather than growing up in an environment of poverty and despair. Imagine your child working in the fields of Mexico only earning 50 to 60 pesos a day ($5-$6). He/she is planting crops under the blazing sun getting blisters on their feet. The heat consumes the dream and hopes they aspire. People experience many difficulties while seeing more than they desire. Although immigrants approach the U.S. longing for wealth, in reality wages are less than the average salary of Americans. Even so, immigrants gain strength to continue through the encouragement of their family. Another problem that arises often from this controversial matter is education. Parents, coaches, teachers, and counselors tell students to stay in school because it will eventually pay off in the long run. What would you do if your child was rejected from attending college and the chances of them becoming successfulShow MoreRelatedPros and Cons of Immigration944 Words   |  4 PagesI. Introduction Nowadays, Immigration, which is a phenomenon of migration, is very normal and popular in the world. Furthermore, in the world, many countries have the large number of people who immigrate because of many reasons likes finding suitable jobs or new place to live. Many people think that immigrants will give them many problems about the economy and society. However, other people think that immigrants bring many profits for their countries. In my opinion, I think that all thingsRead MoreIllegal Immigration: Pros and Cons1128 Words   |  5 PagesIllegal immigration is a major problem which most of the developed countries face in the current economy, and it has been major political problem for the political parties in America (republicans and democrats) and over years each party has a different agenda to discuss the problem. Illegal immigration can be defined as a movement of people from a source country to the destination country without any legal documents and violates destination co untries immigration laws. People have moved across landsRead MoreThe Pros And Cons Of Illegal Immigration1964 Words   |  8 PagesIf America is a supposed â€Å"melting pot† and â€Å"land of opportunity†, why does immigration happen to be one of the biggest issues circulating the news as well as the White House? According to the Migration Policy Institute there are approximately 11 million illegal immigrants living in the United States. 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Most illegal immigrants come to America with the best intentions for themselves and/or their families, but many others have alternativeRead MoreThe Pros and Cons of Illegal Immigration in the USA1007 Words   |  5 Pages Immigration is an increasingly hot controversy in southern California; there have even been various rallies recently with many supporting a path to citizenship and others arguing that we need to close our boarders and prosecute violators. Immigration is the spotlight not due to money, but because it affects problems like race, the role of government, national identity and change. There are more advantages than disadvantages on supporting illegal immigratio n and supporting an amnestyRead MoreThe Pros and Cons of Immigration to the USA Essays2545 Words   |  11 PagesThe Advantages and Disadvantages of Immigration to the USA ‘‘Remember, remember always, that all of us†¦ are descended from immigrants and revolutionist’’ by Franklin D. Roosevelt. The United States is a nation of immigrants and the earliest people were the Native Americans who came from Asia. The rest of the people left Europe, Asia, Africa, the Caribbean, South and Central America, the islands of the Pacific, and the Middle East coming more towards the 18th century. The United StatesRead MoreThe Pros and Cons of Illegal Immigration in America Essay718 Words   |  3 PagesMost of the time, I would complain about all the illegal immigration there is in the United States. Researching this topic has pretty much changed my mind on illegal immigration. Although there is much controversy over illegal immigration, it has many positive benefits. We Americans are never happy, always finding something to complain about. The more we complain and take it nowhere, the more time we waste. Illegal immigrants are usually, overall intelligent and hard workers. They bring theirRead MorePros and Cons of Illegal Immigration Essay example1493 Words   |  6 Pageshousing with abusive landlords, have few health cares options, and are victims of fraud and other crimes. The main controversy lies in the passing of a plethera of laws throughout the existence of the US regulating immigration and in the handling of illegal immigration. Modern immigration polocies have recieved less and less publicity as tolerance becomes more widespread, although each person is entitled to their own opinion about the issue (Conover 342). Immigrant problems are related to tradeRead MoreThe Pros and Cons of Immigration in Buenos Aires Essay example984 Words   |  4 Pages. Population of the capital and its suburbs is growing rapidly, including through immigration and guest workers from Bolivia , Paraguay , Peru and other neighboring countries. The city is very multicultural, but the main separation occurs along class communities and not on racial lines , as in the U.S. Evidences on the impact of immigration on the labor market Most studies of the economic impact of immigration are motivated by the desire to understand how immigrants affect various dimensionsRead MoreIllegal Immigrants Should NOT be Deported Essay example916 Words   |  4 Pagesis illigally in the united states? Illegal immigration has always been a problem in the U.S dating all the way back to 1875. In 1882 president Chester A. Aurthor was the first president to bann all chinese workers. Soon after, the criminals and the mentally ill were refused from theU.S. Immigration wasnt always a problem before this. In 1892 the first portal oft immigration opened up in Ellis Island, New York. This was the premier station for immigration. Here new arrivals had to show identity and

Locke And Rousseau s Natural State Of Nature - 1252 Words

Both Locke and Rousseau describe the natural state of man as being innately free, although their opinions on freedom differ. In Second Treatise of Government, Locke depicts man as being naturally free because he believes that, in nature, we are able to do as we please and every person is equal. Rousseau describes the natural man as being free from the corruption and desires that society forces onto man. Locke and Rousseau agree that the best state is the freest, and that the purpose of a social contract ought to be to preserve mankind, his freedom, and his goodwill. In Second Treatise of Government, Locke describes man in his state of nature to be inherently free. He claims that we possess the natural rights to protect ourselves, our†¦show more content†¦Although the people are given the protection of the government, they must give up some of their natural freedoms and rights in order to conform to the common laws of the civil state. The objective of the state is to maintain the freedom of each person for the purpose of the collective preservation of man. Locke views those who breach the natural laws of a society as threatening mankind’s preservation, and that everyone must join the social contract for the purpose of preservation. Similar to Locke, Rousseau, in his Discourse on Inequality, argues that we must first examine the natural state of man before understanding laws and society. He claims that, by nature, we are compassionate creatures. Rousseau believes that society is undeniably corrupt; he suggests that, to understand the true nature of man, we must rid ourselves of this corruption. Rousseau claims that people living in society are not free. He suggests the civilized world is unauthentic and that we are preoccupied by unattainable desires—that is, to possess everything and be the best. Rousseau introduces the idea of â€Å"amour propre† as a way by which man is untrue to himself and to others. He wants to control and domi nate his fellow citizens and, by consequence, is enslaved by these desires. Virtues and vices are established with the development of society; the pride which is introduced throughShow MoreRelatedSimilarities Between Locke And Rousseau1369 Words   |  6 Pagescompares Locke and Rousseau noticeable similarities and differences can be found. Both men advocate similar ideas with different outcomes regarding the state of nature. Furthermore, Locke and Rousseau both come to distinct actualization and prophecies. Regarding the progression and advancement of mankind. Therefore, by comparing and contrasting these two distinct teachings one can find the true principles behind the state of nature and the natural laws inherent in mankind. The state of nature can beRead MoreJohn Locke s Theory Of Theory And Social Discourse1253 Words   |  6 PagesIn 1690, John Locke, an Englishman, wrote his Second Treatise on Government which argued for a government featuring a societal sovereign that protected property. A half century later, Jean Jacques Rousseau published Discourse on Inequality, a piece that explored the proprietary origin and distribution of equality while subtly critiquing John Locke’s theories. By the time Karl Marx began to explore bourgeois society and its shortcomings, Rousseau was an established Locke critique who Marx’s On theRead MoreJohn Locke And Jacques Rousseau1325 Words   |  6 PagesPhilosophy 5/4/2016  1. While both John Locke and Jacques Rousseau trusted that each ought to be free and that nobody ought to need to surrender his/her natural rights to a lord, both contrasted on what this situation ought to resemble. Locke had confidence in restricted, delegate government. However, Rousseau had faith in direct government by the general population. The contrasts between John Locke and Jean-Jacques Rousseau need to do as much with dispositions as with frameworks. Both ofRead MoreThe Social Contract Theory Since The United States1449 Words   |  6 PagesFor this discussion, I am keen to discuss the Social Contract theory since I see this fundamental theory still directly affects today s politics in the United States as well as around the world. Contemporary study of neoliberalism and neo-conservatism as in the analysis of Wendy Brown (2006) or of political deliberation and deliberative democracy in the writing of Simone Chambers (2009) is a dynamic consequences of that basic concepts of democracy from the past. During its development, democracyRead MoreThomas Hobbes And The State Of Nature1727 Words   |  7 Pagesphilosophers the notion of the State of Nature, a concept used to describe the hypothetical conditions of human life before the development of societies, is important in determining political societies, or the governmental structures that composed these. However, many philosophers have different notions of the State of Nature. In this essay I am going to use the writings of Thomas Hobbes, John Locke and Jean-Jacque Rousseau to explain how their notions of the State of Nature shape the way they envisionRead MoreThe Social Contract Of The Middle East Essay1431 Words   |  6 PagesThe social contracts of Hobbes, L ocke and Rousseau constructed a basis upon which governments have expressed their validity and purpose. This can be observed most prominently in the Western world, due to the development of these social contracts alongside that of governments of Western nations. But the abstract roots of these theories on the foundation of government are applicable to all peoples. The Middle East is of particular interest due to the recent outcries and protests against governmentsRead MoreJohn Locke And Jean Jacques Rousseau1270 Words   |  6 Pages The implementation of a society in which all are guaranteed equal rights has never come to fruition. Through political treatise, formulated essay’s, and prototypical society s, many have attempted to recreate the works of famed philosophers: John Locke and Jean-Jacques Rousseau. Disagreeing regarding the innate goodness of humans, both understand that for a political society to function properly, humans must be given a society in which prosperi ty is the goal. Therefore, underlying the key themeRead MoreThe Social Contract: Hobbes, Locke and Rousseau1377 Words   |  6 PagesThe Social Contract The three philosophers, Thomas Hobbes, John Locke, and Jean-Jacques Rousseau were three key thinkers of political philosophy. The three men helped develop the social contract theory into what it is in this modern day and age. The social contract theory was the creation of Hobbes who created the idea of a social contract theory, which Locke and Rousseau built upon. Their ideas of the social contract were often influenced by the era in which they lived and social issues thatRead MoreEssay on John Lockes Second Treatise on Civil Government1360 Words   |  6 Pagesmeanings that each man considered to be the accurate definition of reason. nbsp;nbsp;nbsp;nbsp;nbsp;John Locke believed that the state â€Å"all men are naturally in ... is a state of perfect freedom† (122), a state in which they live â€Å"without ... depending upon the will of any other man† (122). It is called the â€Å"the state of nature,† and it is something that is within us at birth. The state of nature is a law made by God, called the Law of Reason. This law gives humankind liberty, freedom, and equalityRead MoreThe Function of a Social Contract1676 Words   |  7 PagesThomas Hobbes, John Locke, Jean Jacques Rousseau and finally with John Rawls after which a overall view into the function of a social contract can be derived as well as any problems with the theory(s). The basic concept of a social contract is for members of society to enter into a voluntary contract, which allows society to go from a state of nature to a state of civilisation. What is meant by a state of nature is quite similar to how the rest of the animal kingdom works. A person ¡Ã‚ ¦s security depends