2 Improving Communication Listening

 

• Does he think technology makes good communication easier? 

He thinks that technology can make it better or worse in many ways, so we have to remember 4 things. If we think about all these 4 points below in the next question there’s no obvious reason why technology would make any of those easier. There are ways you can use it to make it easier and ways to make it worse so that's you've got to watch the tools who help more. 

• What four key points does Alastair make about communication?

First thing is people have limited attention. Second point is to recognize that communication is about meaning. Third point is it’s  just as much about listening as it is about telling things, and the biggest communication problems in organizations are actually failures of listening particulare the inability of welling a management to what people are actually telling them. Fourth point is that communication is going to be effective if you get someone to do something or stop doing something differently to have an emotional connection to it

Alastair gives an example of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.

             He talked about amazon as fantastic. He gives the example that Amazon is always listening to you because they are looking at the things you bought in the past and suggesting new things you might like. Alastair’s example is that if he buys books of a certain type, Amazon will suggest books with similar themes or that he may like. Another example is that in Amazon you always know where you are. When you buy something you immediately have the order confirmation and all the details of when it will arrive and things like that. 

What mistakes did the company make, and how could they have improved the customer experience?

He talked about a good voicemail that is a lot about efficiency in doubts or clarifications to the customer but that in certain cases it is difficult for the user that the machine is familiar with internal problems of a human being in which it gives an answer to leave the user more calm. Maybe if they implement a system where problems can be clarified with a person instead with a computerized system the user can have greater certainty that he is being understood.