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1. Identity 5 specific examples of non-verbal behaviour.

Discuss the meaning that each


may convey. Categorize the behaviours into the areas of non-verbal communication.

The online diction, businessdictionary.com defines Nonverbal Communication as the behavior


and elements of speech aside from the words themselves that transmit meaning. This includes the
pitch of the speakers speech, the speed, the tone, volume, gestures, facial expressions and even
body language. All of which denotes nonverbal communication.

Nonverbal communication can be very effective in the communication process as it may add
value to the discussion, as well as it may be conveyed in such a way that it becomes offensive as
was mainly identified in the preceding. Nonverbal communication was evident by both parties. A
few of which were:

1. Her chest heaved


2. She shook uncontrollably-
3. She pointed her finger in accusation-
4. Mr. Thomas was dumb founded
5. She sneered
6. Fell to his knees
7. Mr. Thomas replied shamefacedly

In the case of Mrs. Jackson, Her chest heaved- This is an indication of her state of anger. She
must have been breathing sharply, which is only done, in her case, as she was so upset. It also
communicated her disappointment. She shook uncontrollably- again, this is a revelation of her
state of anger and rage. She pointed her finger in accusation- Mrs. Jackson gesticulating by
movement of her hands during communication suggests her saying that the blame lies squarely at
the feet of Mr. Thomas, he's responsible. Also, she sneered- was another facial expression
expressed by Mrs. Jackson. Her sneering shows contempt to the state of affairs of the company
and her utter disgust towards their business practices. While, Mr. Thomas was dumb founded,
tells he was speechless. Fell to his knees- this communicated the state of Mr. Thomas as
suffered an utter defeat and surrendered upon realizing just how poorly his organization have
handled a genuine situation, one which he was utterly oblivious of and as a manager he felt
defeated. And, finally, Mr. Thomas replied shamefacedly, demonstrate just how ashamed he
was of what have transpired and how little have been done to rectify the situation

Discuss two specific acts of listening effectively that could be implemented in the above
scenario in order to improve the situation in which Mrs. Jackson finds herself.

Effective listening can be described as the ability to actively understand the information
conveyed by the speaker about the topic being discussed or listening can be further described as
the "the active process of selecting and attending [appropriately] to sounds."
In the scenario involving Mrs. Jackson we see that there existed a lack of active listening. What
has been evident are passive and casual listening. This is so as Mrs. Jackson reported that she has
made several attempts to bring the matter of her broken refrigerator to the attention of the
company, which she has done both by way of letters as well as telephone calls, but only to no
avail. It is evident that the company only passively listened to her situation as there was "no
personal involvement"; which is to say that they did nothing to rectify the matter, or she would
not have had to physically visit the organization to have her voice heard. There is also evidence
of casual listening on the part of the receptionist. Mrs. Jackson alleged that she was poorly
acknowledged by the receptionist and to make matters worse she had to wait for two hours
before she could be addressed.

To mitigate some of the extenuating circumstances, there are a few things that the organization
could have done to demonstrate acts of effective listening:
For one thing, Mr. Thomas needs to create an open door policy. This is on the micro
management level. With this open door policy he says to all his clients that they are welcome to
have dialogue with him at any time, that they are not so much required to make appointments to
have his audience, and certainly that they will not have to wait "two hours" to speak with him
upon their visitation. He himself, upon seeing Mrs. Jackson in such irritable state, could have
gone over to her, and apologize to her, maybe gently touch her shoulder to try and calm her, even
offer to compensate some of her loss in business. This is the human side to business operations
and certainly the human side to active and effective listening. If he had done this, it is quite
possibly that she would have left his office a bit more satisfied. However, this was not done and
she left thinking that he is just a manager who sits at a desk, behind a closed door, as he himself
said "I didn't know..."

Secondly, the fact that Mrs. Jackson was writing to the company, making her formal complaints
for more than three weeks to no avail, speaks volumes, in a negative sense, to the business'
customer service. To ameliorate this, on a macro level, Mr. Thomas could have designated
departments that handle certain aspects of the business. For example a department designated to
handle disputes and customer complains. To keep things in check he could have regular meetings
with these departments each week wherein they would apprise him of what's happening in the
organization and get his feedback and approvals on certain things. This way, although on a
macro level, he would be actively and effectively listening and attending to his customers.

1. Discuss TWO barriers to communication evident in the passage and ONE solution
for EACH barrier.
Several factors thwarted the communication process between Mrs. Jackson and Mr. Thomas, for
one thing, Mrs. Jackson, burst into Mr. Thomas office suggests spoke volume to her
dissatisfaction which was evident in her demeanor and mannerism which consequently could
mean that her own attitude became a barrier. Although severely disappointed and irated, Mrs.
Jackson's behaviour possibly negatively contributed to the situation on the day in question. Her
angry outburst and obscene comments "your father though dead could do a better job than
you....your dancehall queen of a receptionist" could have caused offense that made her ill
attended by both the receptionist and even Mr. Thomas himself. However, on the part of the
organization, time may have been barrier, as the receptionist did not afford the time to address
her, hence Mrs. Mrs. Jackson may have felt undervalued, unimportant and unappreciated as
though her business is of not needed.
There was also that of message noise, Mrs. Jackson made several attempts to reach out to the
organization but without success as they never replied. The organizations attitude was very
poor, in that they convey the message to her to say, you are of little value in terms of customer
service so therefore they did not attend to her and effectively listen to her or effectively address
her situation or else it wouldnt have escalated to the point where she had to come into the office
completely outraged. Also they might have thought her situation was too complex and might
have been perceived as one that would have cause the business organization too much to address.
Not every business foster good business practices and such the ones they believe would cause
too much they would just push it aside they believe those ones should be push aside due the
dollar value as describe in economics as the bottom dollar. This also became a barrier to the
whole communication process.