After we left the office, I asked my daughter how she felt and she said that she could sense the tension when the patron first walked into the office. So to ensure that the conversation remained pleasant and productive, my daughter said she thought the best way to handle this situation would be to keep smiling, maintain eye contact as the person spoke to her and provide answers that were direct and to the point. My daughter also said that she continued to remember that everyone has a bad day and it is better to stay calm and collect. My daughter keeps a picture of a lighthouse on her desk that reminds her of being in an environment that is warm and pleasant. This picture helps her to focus on what the patron needs and how to assist in meeting the need as the office motto is: "The customer is always right". I am thankful for being able to observe my daughter role modeling the steps of being an effective communicator. I liked how she took the time to listen, digest the information and then provide a solution based on the facts and not how she (my daughter) felt about the person. " A successful communicator needs to develop the ability to determine what is appropriate and what is not in a variety of cultures and situations", (O'Hare & Wiemann, 2012, p. 17)
Reference:
O'Hair, D., & Wiemann, M.
(2012). Real communication: An introduction. New York: Bedford/St.
Martin's.
Patricia, I like what you said about your daughter "providing a solution based on the facts and not how she (my daughter) felt about the person. " A successful communicator needs to develop the ability to determine what is appropriate and what is not in a variety of cultures and situations", (O'Hare & Wiemann, 2012, p. 17)". It seems that this was a very good first-hand experience in communications.
ReplyDeleteHi Patricia,
ReplyDeleteIt sounds like your daughter is truly a competent communicator. She seemed to handle an unpleasant situation in a very professional way by using both verbal and nonverbal communication. You mentioned that when the patron was speaking, your daughter smiled and kept eye contact. I am sure that this showed the patron that she was interested in what they were saying and that she cared. This demonstrates listening. I love that your daughter keeps a picture of a lighthouse on her desk to remind her of something that she loves. I think that is a great idea! This can help us keep calm in situations such as this and maintain our role as competent communicators.
Hi I like your observation of your daughter, I to am able to witness my supervisor handling upset customers in such a calm manner that she is able to enlighten them on the situation and have them come to a decision that will help the situation. A good communicator is one who is able to listen and view the facts rather than making assumptions.
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