It/284 Week 4 Non Verbal Communication Research Paper

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Miya Price IT/284 Assignment Week 3 How to Communicate Consider the following scenario: Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software. Note that communication is a key component to professional customer service. Write a 700- to 1,050-word paper describing an approach, without solving the issue, that might be used to build a relationship with Bill. Your paper must define and address any messaging technologies that would be applicable, as well as the following: Nonverbal versus verbal communication Effective questioning strategies Rapport techniques Active listening skills Click the Assignment Files tab to submit your assignment. * * There are…show more content…
This is important because Bill needs to know that his feelings are valued. When people don’t feel like their business matters this effects any business. The first thing to do is to establish artificial time constraints by letting Bill know that there is an end in sight and the main objective will be to fix his issue and I will not leave the conversation until this issue is resolved. Next, I need to accommodate the nonverbal. This will involve me to not sound threatening to Bill by being warm and kind without sounding like I am pretending to this way. Being thoughtful, validate his feelings, give up information about myself so he will know that I identify with him and that I do not have a machine type personality. Finally, I will need to manage expectations. Regardless of the situation, whether it is an altruistic intention or not, there is an agenda. The individuals in life that are able to either mask their agenda or shift the agenda to something altruistic will have great success at building

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