...Chapter 5 :The Power of Effective Communication Video Ride-Along with Andrew Sykes, Pharmaceutical Sales Specialist at AstraZeneca Meet Andrew Sykes. He is a pharmaceutical sales specialist in the medical care division at AstraZeneca, one of the largest pharmaceutical companies in the world. He has been in sales for five years. Andrew calls on doctors and educates them about the products he represents. His success is measured by the number of prescriptions written by doctors for the drugs for which he is responsible. Ride along with Andrew and get his perspective on how communication works (and doesn’t work) in sales. Learn about Andrew’s tips for effective communication. You might be surprised by what you hear. 5.1 Ready, Set, Communicate Learning Objectives 1. Understand the elements of effective business communication. 2. Recognize the implications of different types of verbal and nonverbal communication. 3. Learn how your dress communicates in an interview and the workplace. 4. Discuss how technology tools can help a salesperson manage customer relationships. A text message. A voice mail. A passing comment. A Facebook post. An unreturned phone call. Have you ever had one of these communications be misinterpreted? You meant one thing, but your friend thought you meant something else? Sometimes, the miscommunication can result in the confusion of a meeting time or a place to get together. Or worse, it can be entirely misunderstood and may have a negative...
Words: 6835 - Pages: 28
...Behaviour & Information Technology Vol. 28, No. 4, July–August 2009, 323–334 The effect of online store atmosphere on consumer’s emotional responses – an experimental study of music and colour Fei-Fei Chenga, Chin-Shan Wub and David C. Yenc* a Department of Information Management, Southern Taiwan University of Technology, Yung-Kang, Tainan, Taiwan, Republic of China; bDepartment of Electronic Commerce, WuFeng Institute of Technology, Ming-Hsiung, Chia-yi, Taiwan, Republic of China; cDepartment of Decision Sciences and Management Information Systems, Miami University, Oxford, OH, USA (Received February 2007; final version received October 2007) The current study is a convergence of two research orientations: the effect of ambient factors (e.g. music and colour) in physical stores and the website design in cyber context. The former emphasises the influence of sensory stimuli on the shoppers’ responses; whereas the latter address the relationship between website design factors (e.g. usability) and the performance of a virtual store. This article aims to bridge the gap between the above research orientations and explores the impact of two environmental elements – music and colour – of an online store on the consumers’ emotions – considered as direct antecedents to shopping behaviours – by employing a laboratory experiment. The results indicated that both music and colour reveal significant effects on respondents’ emotional responses. To be more specific, participants felt more aroused...
Words: 9723 - Pages: 39
...Patient's History,” an article written by Hillary Lloyd and Stephen Craig, which was published in volume 22, issue 13 of the Nursing Standard journal in December 2007 issue. The article provides an overview of professional processes involved in attaining patient’s history, emphasizes preparation of a comfortable environment, and exemplifies the significance of using effective communication skills to assist practitioners with obtaining a comprehensive and an accurate patient history while using a structured systemic approach in a variety of settings. Summary of the Article “Taking a patients history is arguably the most important aspect of a patients assessments, and is being undertaken by nurses” (Crumbie, 2006, as cited in Lloyd & Craig, 2007, p. 42). An accurate and comprehensive patient history is imperative and “cannot be overstated” (Crumbie, 2006, as cited in Lloyd & Craig, 2007, p. 42) since it provides clinicians with the most essential information needed to establish an effective and a patient focused plan of care. Lloyd and Craig recommends preparing a comfortable environment and using effective communication skills in a logical and systematic approach to begin this process to achieve the best patient outcomes. First, the nurse should begin with preparing the environment by ensuring it is easily accessible, well prepared, safe for patients and or/and their family member(s), and preferably in a location where there are few to no interruptions. Next, in a professional and friendly...
Words: 1218 - Pages: 5
...Driving Inclusive Growth through Experiential Marketing: A Retail Perspective Mainak Kanjilal, Final Year Student, PGDIM, NITIE Utsav Ghosh, Final Year Student, PGDIM, NITIE Dr. Ranjan Chaudhuri, Assistant Professor (Marketing Area), NITIE Study based approach coupled with primary research has been done to arrive at the conclusions. An analysis of the different prevalent formats has been done and based on the findings a framework has been proposed for the business of retail in rural India. Literature review:-‐ Considerable amount of research has gone into defining the key influencers of experiential retail and mechanisms for consumer engagement for business development. Verhoef et al. (2009) recognize the importance of past customer experiences, store environments, service interfaces, and store brands on future experiences. Research on converting a disinterested consumer into sales shows that involved customers likely focus on key product...
Words: 4200 - Pages: 17
...z3456304 Topic: Southern Cross Health Systems Topic: Southern Cross Health Systems MGMT2002 Managing Business Communications MGMT2002 Managing Business Communications Tutor: Han Ayshan Tutorial Time: Thursday 3pm-4pm Completion Date: 25th September 2014 Word Count: 2420 Tutor: Han Ayshan Tutorial Time: Thursday 3pm-4pm Completion Date: 25th September 2014 Word Count: 2420 EXECUTIVE SUMMARY The purpose of this report is to critically analyse the Southern Cross Health Systems case from a communication perspective, by identifying and discussing the relevant communication and ethical issues in the company. The results have shown that various communication flaws are present between the company’s three main employees: Bieber, Harris and Hirokawa. Firstly, research has shown that effective communication can be achieved through the appropriate choice of communication channels (Lengel 1983). However, Bieber and Harris are utilising the inappropriate channels, such as E-mails and SMS for unsuitable occasions, thus communication is undermined. Next, the report discusses the significance of nonverbal communication. Bieber and Harris have displayed various nonverbal cues, either consciously or unconsciously, to suggest their authority towards their colleagues. Furthermore, the report examines the problems during intercultural communication, with a particular focus on Hirokawa and Harris. Hirokawa is from a Japanese background, whilst Harris is from an...
Words: 2887 - Pages: 12
...THE IMPACT OF NONVERBAL COMMUNICATION CUES USED BY LECTURERS DURING LECTURES A CASE STUDY OF DR MFON ITEK and MR MIKE IGIRI WRITTEN BY EKPO, YVONNE UWEM 10/AR/CA/661 AKPAN, EDIDIONG ANIEDI 10/AR/CA/640 SUBMITTED TO DR ITA EKANEM LECTURER-IN-CHARGE COM317: CASE STUDIES IN COMMUNICATION ARTS DEPARTMENT OF COMMUNICATION ARTS FACULTY OF ARTS MARCH, 2013 INTRODUCTION Nonverbal communication is behavior, other than spoken or written communication, that creates or represents meaning. In other words, it includes facial expressions, body movements, and gestures. Nonverbal communication is talking without speaking a word. It is very effective, maybe even more so than speech. Remember the saying, “Actions speak louder than words” or “a deafening silence” You may be surprised to know that not only humans respond to this kind of communication. If you have a pet, especially a dog, it may follow directions and respond to hand and body movements more than your words. Dogs will even get confused if you say “sit” but give the hand motion that you usually use for “stay”. There are two main types of nonverbal communication, the body language and the gesture. Body language: Body language is body movements that depend on a person’s attitude or feelings. Body language includes the way people walk, how they stand, and their facial features. In other words, any kind of meaning that is shown by a person's body attitude or movements. For example, when a student sees...
Words: 2074 - Pages: 9
...270790-4162 Copenhagen Business School PURPOSE STATEMENT This synopsis will present some problems related to the brand Nespresso and more specifically concerning its store management. We will focus on issues associated on store layout, design and visual merchandising. Nowadays, Nespresso highlights its boutiques while they were not integrated in the initial business model of Nespresso. Indeed, they have only been created in 2002 in order to address customers’ needs. The brand decided to develop its boutique due to the growing demand of its customers for a face-to-face contact, which means a lack of direct relationship with them. However, this touchpoint is indispensable in the strategy of the brand nowadays. In France for example, the rate of opening of shops is about two or three a year. First we will present briefly the brand Nespresso and its products. Thus we will approach its positioning and channels of distribution in order to introduce the store concept and design of Nespresso. Finally we will deal with theories related to our problem statement: the store design and atmosphere in Nespresso boutiques and the SOR model. CASE PRESENTATION Nespresso is the leader on the premium portioned coffee market. The brand was created in 1986 by Nestlé Group which is located in Switzerland and has a turnover of almost two billion euros. Nespresso changed the idea of coffee as a simple basic product and elevated it to a luxury product affordable for the public. The aim of Nespresso is to become...
Words: 2503 - Pages: 11
...Gender Differences Michael Grindstaff 11/2/13 Michael Grindstaff Gender Differences 11/2/13 Gender Differences Gender stereotypes are strong in our culture and even put preconceived notions in our minds of what profession we will be when we grow up. The differences in men and women’s brain do show men are better at mathematical jobs than women, however, it should not deter women from wanting to be engineers. Stereotypically, girls are soft spoken, gentle, caregivers, on the other hand, boys are outspoken, direct, and confident. These stereotypes are embedded in our minds from when we are little, even impacting our thoughts of which gender should occupy which profession. We look at specific jobs and correlate them with a certain gender. When children are growing up they often want to be a specific profession such as, girls may want to grow up to be a teacher or nurse, and boys want to be a firefighter or a police officer. Girls are taught that they must relate to others in order to survive, while boys are taught that they must compete with others to survive. Not only is it our brains that are different, but our upbringings and stereotypes of gender roles play an important role in how we communicate with each other. The more in-depth you look at the topic gender differences in working and communicating with others, the more it gets you thinking not only of how co-workers communicate with each other but how the public communicates with a professional due to their...
Words: 2065 - Pages: 9
...Levels of Communication: 1. Interpersonal Behavior 2. Intrapersonal Behavior 3. Small Group 4. Large Group 5. Organizational 6. Public/Mass Language is perhaps the most pertinent tool in communications, we may infer to the semantics of each lexicon in the language to understand Language as a component on its own. But this is neither the only nor the foremost element of importance in communication due to the complex process by which culture and communication influence each other. Interpersonal Communication Communicating "one on one" with other human beings is generally referred to as interpersonal communication. It is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages: it is face-to-face communication. Interpersonal communication is not just about what is actually said - the language used - but how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language. When two or more people are in the same place and are aware of each other's presence, then communication is taking place, no matter how subtle or unintentional. Without speech, an observer may be using cues of posture, facial expression, and dress to form an impression of the other's role, emotional state, personality and/or intentions. Although no communication may be intended, people receive messages through such forms of non-verbal behaviour. Elements of Interpersonal Communication ...
Words: 3131 - Pages: 13
...HUMAN RESOURCE DEVELOPMENT RESEARCH CENTER AN EXAMINATION OF THE RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE, LEADERSHIP STYLE AND PERCEIVED LEADERSHIP EFFECTIVENESS LISA A. WEINBERGER DECEMBER 2003 Swanson & Associates 168 E. SIXTH STREET, SUITE 4002 ST. PAUL, MN 55101 Lisa Ann Weinberger 2003 i TABLE OF CONTENTS Chapter 1........................................................................................................................... 1 INTRODUCTION ........................................................................................................ 1 Background and Purpose of the Study...................................................................... 3 Statement of the Problem .......................................................................................... 6 Significance of the Study ........................................................................................... 7 Limitations ................................................................................................................ 8 Background of the Field Setting ............................................................................. 10 Definition of Terms ................................................................................................. 12 Summary ................................................................................................................. 13 Chapter 2.......................................................................
Words: 5607 - Pages: 23
...Table of Contents Executive Summary Introduction An overview Analysis of the existing service facilities Overview of 8 Ps Analysis in terms of Physical evidence People Recommendation Conclusion Executive Summary Nando's is a casual dining restaurant group originating from South Africa with a Portuguese theme. They are well known for their flame grilled peri peri chicken. Nando's has been running in Bangladesh since 2007. MGH Group brought Nando’s to Bangladesh in the late 2007, and they have been faring well ever since. All of the outlets in Bangladesh sell halal foods. Currently it is operated in the prominent locations of Dhaka and Chittagong. As a part of our Services Marketing coursework, we were assigned to evaluate the service delivery procedures of Nando’s Restaurants, Bangladesh. To do that we visited there several times and talked to the proper authority of Nando’s . We tried to evaluate their overall performace and figured out the gaps in between the customer expectation and the perceived service. The result showed that the customers and employees of Nando’s are satisfied, however they are not completely satisfied at all levels. There are some lacks in the overall performance which actually arises few gaps such as customer gap and few provider gaps. We also comprehended that the management can improve their overall performance through some improvement in their physical evidence, people. In order to improve their current...
Words: 4258 - Pages: 18
...1. INTRODUCTIONOver the past decade, customers are becoming harder and harder to be pleased with what were delivered to them in exchange of the customer’s disposable income (Parasuraman et al. 1985) (Reichheld & Sasser 1990). Nowadays, customers are more critical to product / service they purchase. Enterprises are trying to offer something innovative to differentiate them selves among the ever increasing competition. Prior to any purchasing decision, according to Kotler (1973), one of the four P’s – the place can be more influential than the product itself. Later developed by Mehrabian & Russel (1974) that publish the Mehrabian-Russell Model that draw situational factor such as mood & expectation. Servicescape later popularized by Bitner (1992), the physical environment surrounding customers & employees is termed servicescape. Ever since, this has been the subject of many scholars and practitioners. As an influential factor for customers to make purchasing decision, it clearly a very important subject for any marketers as an effort to increase revenue and to stay competitive in the marketplace (Hightower et al. 2000). Marketers from any type of industry can really integrate servicescape into marketing plans. The industry can be sport such as softball (Robinson 1997) (King 2000); hospitality such as nightclubs, hotels, restaurants (Jones et al. 2003) (Clarke et al. 1998) (Skinner et al. 2005); and many more. This paper tries to describe the importance...
Words: 5850 - Pages: 24
...An Experiment on Public Speaking Anxiety in Response to Three Different Types of Virtual Audience David-Paul Pertaub*, Mel Slater*, Chris Barker** *Department of Computer Science **Department of Psychology University College London Gower Street London WC1E 6BT 2 An Experiment on Public Speaking Anxiety in Response to Three Different Types of Virtual Audience Abstract This paper describes an experiment to assess the anxiety responses of people giving five minute presentations to virtual audiences consisting of eight male avatars. There were three different types of audience behaviour -an emotionally neutral audience that remained static throughout the talk, a positive audience which exhibited friendly and appreciative behaviour towards the speaker, and a negative audience, which exhibited hostile and bored expressions throughout the talk. A second factor was immersion: half of the 40 subjects experienced the virtual seminar room through a head-tracked head-mounted display and the remainder on a desktop system. Responses were measured using standard Personal Report of Confidence as a Public Speaker (PRCS) which was elicited prior to the experiment and after each talk. Several other standard psychological measures such as SCL-90-R (for screening for psychological disorder), the SAD and the FNE were also measured prior to the experiment. Other response variables included subjectively assessed somaticisation and a subject self-rating scale on performance...
Words: 6019 - Pages: 25
...HUMAN BEHAVIOUR IN PUBLIC SPACES By VENETIN AGHOSTIN-SANGAR THESIS Submitted in partial fulfilment of the requirements for the degree of Bachelor of Planning within the Faculty of the Built Environment at the University of New South Wales, 2007 Sydney, NSW FACULTY OF THE BUILT ENVIRONMENT BACHELOR OF PLANNING Declaration Relating to Disposition of Undergraduate Thesis This is to certify that I, Venetin Aghostin-Sangar, being a student for the degree of Bachelor of Planning, am aware that the University reserves the right to retain at its own discretion the copy of my thesis submitted for examination. I consent to the thesis being placed in the Faculty Library, to be consulted there and to part(s) of this thesis being quoted in manuscripts or typescripts for the purpose of scholarship or research, provided my authorship is acknowledged. In the light of the Copyright Act (1968) I declare that I wish to grant the University further permission for the following actions provided my authorship is acknowledged: • Copy or allow others to copy in any medium the whole of the thesis for the purpose of scholarship or research; or • Publish or allow others to publish, the whole of the thesis. Signature: ……………………………………………………………………… Witness: ……………………………………………………………………… Date: 23rd February 2007 ii Acknowledgements I would like to express my gratitude to all those who dedicated their valuable time to assist in furthering the ideas that form this thesis. A sincere...
Words: 24152 - Pages: 97
...numerous factors that outline the foundation for a strong, successful and smooth operating company. The key is having wonderful communication across the board, it can increase productivity, improve employee satisfaction and help recognize an outstanding leader in an organization. Nonverbal, verbal, written, and any means by which getting one’s point across to another can be categorized as communication. Communicating can be taken for granted since we all do this every day, however, it is important we have the skills to know how to properly communicate with one another. Everyone communicates differently due to their education background, where they were raised, age and gender. The one, which I am going to focus on is gender and what impact that, has on communication. There are clear gender differences in how we communicate and this can even have an affect in the workplace, such as situations can arise where there are misunderstandings between men and women. The way in which men and women communicate stem from the differences in the brain. One major structural difference is that “males generally have more activity in the mechanical centers of the brain, while women have more activity in centers of the brain dedicated to verbal communication and emotion” (Wikninews). In female brains the corpus callosum, the part of the brain that regulates communication within the brain is larger than the male’s. Another difference is “the male brain is characterized by systemizing tendencies...
Words: 2816 - Pages: 12
