Workplace Implications

The main purpose of the essay is to discuss the effective way of communication in work

I am an employee of a Chinese massage shop, and I have been there for two months, including one month’ training of massage skills and customer service. One day I was working as the receptionist and it was a quite busy day, some of the customers were even waiting outside the shop. I was new there and the situation totally messed me up. At 3pm, customer M had an appointment with masseuse A which was made one week before. But I did not notice that and I still asked A to serve customer K at 2: 50pm for a half hour massage. Then M came on time at 2:59pm and she saw A was busy. She was very angry and said she did not go to friend's party because of the appointment, and she also had other things to do after this, I suddenly realised that I made a big mistake. I listened to her complaints carefully I smiled guiltily and apologised to her: “I am so sorry about your appointment today and I know your time is very precious. I promise you can be served in one minute.” Then I quickly asked masseur B to serve customer K and told A that her customer M was coming. Finally M could enjoy the massage by masseuse A. Before she left, she made another appointment with masseuse A for the coming week.

It was a successful communication because the customer was satisfied with our service through the interpersonal communication with the employee and the massage service we provided. In the above example, effective listening helps to improve the effectiveness of communication. Effective listening helps the respondents gain better understanding of the situation and feelings of speakers. Furthermore, on way to improve effective listening is using appropriate listening skills. Listening skills help you analysis and comprehend the information that has been sent to you. These listening skills probably seem artificial when you first listen to them. However, as long as you use these active listening skills, they...