Improving communication listening

 

Audio activity:

Does he think technology makes good communication easier?

-          Kind of, he says technology can make communication easier, but it can also make it worst due to there is nothing inherent to technology to ensure communication will be better. It all depends on how you use it.

 

What four key points does he make about communication?

-          People has limited attention so communication must be as simple as possible

-          Use concise information. Avoid using too much information that at the end will not be remembered.

-          To listen is as important as talking. Many problems in organizations are caused by failures in listening.

-          There must be an emotional connection to make it more effective.

 

Example of a company with good communication using technology

-          Amazon:

They always know (and let you know) where your package is and what is happening with it.

They all “listen” to you and pay attention to your previous purchases to show you better suggestions.

 

Bad customer experience and how to improve it.

-          The company had a system to avoid talking to a real person, but any of the options given where accurate to fix the problem the customer had, so he expected in the line for a very long time waiting to talk to someone.

A way to improve could be making easier to talk to a real employee because sometimes there are special problems that cannot be solved with a machine so even if they have the intention to give a better experience to costumers sometimes it is just the opposite. 

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