TABLE OF CONTENTS
1. INTRODUCTION TO COMMUNICATION2
2. CASE STUDY 1: REJECTED PLANS5
2.1 BRIEF SUMMARY5
2.2 COMMUNICATION BARRIERS IN THE CONVERSATION BETWEEN BOB AND PETERSON6
2.3 EXAMPLES OF EFFECTIVE BEHAVIOR BY ELLEN8
3. CASE 2:ALLIED INDUSTRIES9
3.1 BRIEF SUMMARY:9
3.2 WHAT WAS THE CAUSE OF THE COMMUNICATION BREAKDOWN BETWEEN THE CUSTOMER AND SYLVIA?9
3.3 GIVE SOME EXAMPLES OF EFFECTIVE COMMUNICATION BEHAVIOR BY MARVIN WHEN HE WAS DEALING WITH SYLVIA.10
3.4 GIVE SOME EXAMPLES OF EFFECTIVE BEHAVIOR BY MARVIN IN DEALING WITH THE CUSTOMER.11
1. INTRODUCTION TO COMMUNICATION
Communication is one of the most important and at the same time one of the most difficult things in our everyday life -in all its aspects. We communicate -or at least we try to- every single second -consciously or not- not only with other people but with the entire environment as well. And, of course, communication is not a privilege of humans'.
As Marc Hauser puts it "Nothing would work in the absence of communication. Flowers must communicate with bees in order for pollination to be successful........Computer programmers must design software to communicate with their hardware. "
The dictionary defines communication -from now on we shall refer to communication among humans- as a process by which information is exchanged between individuals through a common system of symbols, signs or behaviors . Therefore, the basic components of communication are the sender, the message, and the receiver. The sender transmits the message; the message triggers a response from the receiver; the receiver notices and attaches some meaning to the message . For the message to be transmitted, there has be some channel (often called medium), which is the method used to deliver the message. Additionally a code system is necessary; both the sender and the receiver must know the codes used. Noise is another...