Fundamentals of Effective Communication

Skills facilitating effective communication are critical in the workplaces and in the social life. It has been noted that majority of businesses invest in training and developing their human capital on modalities of relating and communicating with the target customers, where communications skills that are effective reflect beyond formal conversations. Employees within organizations are expected to have effective communication skills not only verbally, but also through other mechanics like emails and in writing reports. Businesses that understand effective communication develop a competitive edge through its employees in the target market. Customers, employees, co-workers, suppliers and other stakeholders facilitate high productivity and satisfaction through effective communication within an organization.

I experienced effective communication in Apple when I purchased an Apple laptop computer that had a defect. On January 7^th 2013, I visited my local computer vendor and purchased an Apple computer. I was convinced that Apple computers are characterized by excellent quality; unfortunately the laptop I purchased had challenges with a power charging system. I called my computer vendor and he advised me to take the laptop to the outlet.

My first experience at the vendor shop was apologies for any inconveniences caused by the defect (Roebuck, 2009), for the first time as a customer I felt valued and respected. I noted that the employees at the service center were not interrupting one another, and in the same context, while I was explaining the problem, the workers were not interrupting our conversation with the employees at the service center, I was given enough time to express my concerns, problems and disappointments. I felt that the service center had time for me, which made my tempers and emotions partly dissolved.

The workers listened at me actively (Roebuck, 2009); the workers at the service center responded to my conversations with nods and commentaries such as ‘I see’. The workers also paraphrased my concerns in making sure that they fully understand my problem. Workers at the service center avoided negative questions that would have upset me (Roebuck, 2009), and that there was no chances of confusion. The communication line between me and the employees at the service center was clear (Roebuck, 2009). The employees fostered confidence in me as I expressed by problems with the computer confidently (Roebuck, 2009).

There is a technical knowledge gap between me and the Apple’s service center, the employees did not use terminologies that I did not understand (Roebuck, 2009); they used simple and practical language to me. The employees kept on talking while looking at my eyes in making sure that I understand the extent of the problem on my laptop. Employees engaged analogies in making sure that I comprehended technical concepts of the Apple laptops, where unfamiliar ideas were explained to me. The employees at the service center never showed their limitations to me, they assured me that it was a small problem and would be resolved in a short while (Roebuck, 2009). Employees in the service center ensured that the phrases and words they were using were clear and not misinterpreted. An example is the overuse of the word ‘you’, if used many times, the customer feels threatened and defensive. Members of the service center called me by my name, a fact that made me feel part of the team.

Effective communicators ensure that target customers do not feel let down or defensive, valuing customers offers high chances of repeat sales and also facilitating the customers marketing the product or service through the word of mouth. Apple’s service center focus on the problems and not focusing at the personality traits of the customers; the employees match communication to issues not congruence and issues that are congruence, meaning that the communication is related to nonverbal and verbal attributes to thinking and feelings of the customers. Employees at the service center were descriptive and did not evaluate my abilities or my feelings. I felt validated since I was given time to express myself through active discussions (Roebuck, 2009). The employees were specific, conjunctive and listened to me in a way that I felt a valued and important customer to the company through constant updates on technical issues affecting my laptop.

Apple’s service center engaged 7Cs of communication in enhancing effective communication to the target customers. The communication I received can be summarized to be clear, concise, concrete, correct, coherent, complete and courteous (Roebuck, 2009). At the end of the day I was satisfied and I would recommend other customers go for Apple computers, basing on the fact that the technical teams are ready and willing to address issues affecting the customers. The employees at the service center engaged the right approach, developed a supportive environment, fostered clarity, and offered customer service in style and in correctness (Roebuck, 2009).

My emotional reactions were contained by the effective communication models displayed by the Apple’s service center employees. The employees anticipated my questions and objections and kept me informed about the technical issues affecting my Apple laptop. My problem was resolved and I felt satisfied with the effective communication at the Apple’s service center. I recommend Apple computers to the whole world.

Reference

Roebuck, C. (2009). Effective Communication. New York: AMACOM Books.