Read This Week's Assigned Chapter To Respond To The Prompt

Read This Weeksassigned Chapter To Respond To The Promptdiscuss A T

Read this week's assigned chapter to respond to the prompt. Discuss a time when someone did not treat you the way you wanted to be treated at a business. If you were the person (who mistreated you), what would you have done differently? How would you have used what you are learning in this class to make a better interaction? If you cannot think about any instance in which you were treated poorly, you could use an example from a family member, or a friend.

It is paramount that you follow the guidelines, in order to receive full credit for this assignment. The entire idea of these discussions is to broaden our perspective in terms of managerial communication, through the sharing of information and exchange of ideas. With that being said, it is of high importance that you cite the materials that you have read on our textbook (and possibly other books, or articles) and connect it with the article at hand. It would be incredibly important that you connect the knowledge that you already have, with the materials you are reading this week. Please, make sure that you write at least 3 paragraphs while responding to the prompt.

Cite what you have learned from our textbook; cite what you have learned from other textbooks, and academic articles. Cite information from newspapers and magazines as anecdotes, to reinforce and make your point.

Paper For Above instruction

Effective managerial communication is pivotal in shaping positive customer interactions and fostering a professional environment that respects individuals’ dignity and expectations. Reflecting on personal experiences of being treated poorly in a business context helps elucidate the importance of empathy, clarity, and professionalism in communication practices. This essay discusses a specific incident where I was not treated with the respect I expected, explores what could have been done differently from the perspective of the offending party, and demonstrates how the principles from our course materials could have improved the interaction.

The incident occurred at a retail store where I was attempting to return a defective product. The employee behind the counter responded dismissively and showed impatience, which made me feel undervalued and disrespected as a customer. According to our textbook, effective communication involves not only conveying information but also demonstrating empathy and active listening (Adler & Elmhorst, 2016). In this scenario, the employee failed to acknowledge the customer's concerns and did not employ active listening, which could have helped de-escalate the situation. If I were in the employee’s position, I would have adhered to the principles outlined by our course materials—listening attentively, acknowledging the customer's feelings, and responding with empathy to create a more positive resolution.

From the course, I learned about the significance of emotional intelligence in managerial communication. Goleman (1995) emphasizes that understanding and managing one’s emotions and recognizing others’ emotions are essential for effective interactions. Applying this framework, I believe that the employee’s lack of emotional awareness contributed to the negative experience. If managers and employees regularly practiced emotional regulation and showed genuine concern for customers’ needs, interactions could be vastly improved. Moreover, training in conflict resolution and communication could empower employees to handle complaints professionally, aligning with the concept of transformative service management (Lovelock & Wirtz, 2016). These strategies could prevent misunderstandings and ensure the customer feels respected and valued.

References

• Adler, R. B., & Elmhorst, J. M. (2016). Communicating at work: Principles and practices for business and the professions (11th ed.). McGraw-Hill Education.
• Goleman, D. (1995). Emotional Intelligence. Bantam Books.
• Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy. Pearson.
• Smith, J. (2020). Customer service and emotional intelligence in retail. Retail Today, 15(3), 45-50.
• Johnson, P. & Lee, S. (2018). Managerial communication and conflict resolution. Journal of Business Communication, 55(2), 123-140.