Bcom275 Week1

BCOM/275 Week 1 Assignment

University of Phoenix Axia College

Scenario 1

Who was the sender? Subordinate/Myself

Who was the receiver? Customer/Client

What was the message? A past due account needed to be paid on a certain day of the week, I called to remind the customer of this.

What channel was used to send the message? Via Telephone/Answering Machine

What was the misunderstanding that occurred? The customer received their telephone message via their answering machine, was very upset at the content of the message, misunderstood what the message was for and called my office to scream and yell at me, as the manager, for the content of the message.

How could the misunderstanding have been avoided? My subordinate should have used a different tone of voice, she was demanding of payment in her message to the customer and I was informed she was threatening as well.

What did you learn about the communication process from this activity? I learned that the sender of a message needs to be more sensitive to the possible responses of the receiver, to avoid a misunderstanding.

What seemed to be the main causes of the misunderstandings? In this scenario, the tone of voice used by the employee and the defensiveness of the customer were the main causes for the misunderstanding.

Scenario 2

Who was the sender? Owner/Manager of Business I worked for

Who was the receiver? Myself

What was the message? A customer needed an item shipped immediately.

What channel was used to send the message? Telephone conversation

What was the misunderstanding that occurred? I felt I was being rushed to complete a job and ship an item within an impossible time limit, an argument occurred and I became defensive.

How could the misunderstanding have been avoided? I should not have become defensive in response to my manager’s tone of voice and her request, but should have explained to her that I would do everything I could within...