Communication Skills and Ethical Practice in IT Service

Communication Skills and Ethical Practice in IT ServiceHarpreet SinghTASK 1Definition of Intra and Inter individualal Communication.INTRAPERSONAL intercourseIt has taken place within a single person who observes the situation and creates ideas. For congressman, on that point is the on passing play case in a court two attorney protect their clients by arguing with for each one early(a) and the judge is the person who is observing the situation and take the decision. Interpersonal parley tot every last(predicate)y depends on somewhat various aspects homogeneous self-concept, perception, and expectation.Self-concept This concept is totally an initial stage of intrapersonal communication, its depend on how a person be assert back while blathering with other and his body language how he is using gestures also his attitude toward the person is he intend to see to that person although the most import thing is value for the person to whom he is talking all these things define the persons Internal understanding with himself there atomic number 18 addresss of things that grass affect self-concept.Perception Perception in the honest language what is you thinking about others it laughingstock be a person or anything.Expectation Expectation means you expecting something from a nonher person in re influences, for example, if you atomic number 18 giving a gift to your ally thus you might expect something from him on your birthday.INTERPERSONAL COMMUNICATIONInterpersonal communication is happening between or more two persons, it supposed to be Face to face communication it can be via video calling or interviewer interview candidate so he go forth ask questions direct away to the interviewee to secure the conversation more clear and check that persons IQ level or reaction how he reacts. This type of communication impart create a long-term relation between two good deal because they argon sharing their feelings or idea. Interpersonal communication ca n be done to motivate a person so he can elaborate his in front of public or anywhere it pass on boost the confidence of a person. This type of communication can be done verbally and non-verbally through messages or emails etc.There be various aspects of Interpersonal communication skills.Interpersonal communication will increase organizational skills equal face to face meeting, it can also enhance free radical communication skill so that a person can speak in the front of the group of concourse with the confidence. But this skill should be employ in the organization. For instance handling an angry node.It will also add up written communication skills like writing emails to clients in a statuesque way or writing messaging in daily life is the best example of informal written communication skills.Listening skills plays a rattling role in interpersonal communication skills a good communicator always a good listener if a person is non listening other people then he does no t harbour good communication skills.(Faculty buffalostate)Verbal and Non-verbal communication.There are many situations when you tried to explain something but you are not able to explain because of the disparate language or lack of listening skill or might be some other yard in the day to day life. For example when I came to Auckland I face many problems to adopting kiwi vehemence or the way they speak so my leak land to Auckland airport, no one is there to pick me up and I asked one of the kiwis in the airport how to reach city he replied me sorry because their accent is different from us then I tried to explain him via my gestures then he understand a bit but not exact what I am trying to tell him then he told me to ask somebody who realizes your local language by gesture as I am new here to its take too oft time to understand their accent for me then as I wrote it down on the piece of paper and he wrote on that paper hire a cab ,then I understand what he is trying to say this the first incident happened with me. After that one day, I tried to identify the barriers like where I am lacking and why other people dont understand my accent.Language Barriers In this as we interact with each other in the same language but speaker use some high vocabulary words that are not used in day to day taxs and the listener not able to understand the message of that certain words here the language barriers subsides. Like when I came here in Auckland I dont know much about kiwis accent and they use some high vocabulary words that I dont even hear before.Psychological Barriers- In my situation that kiwi guy might be angry on me but he didnt react that way because he knows how to manage stress or anger in that situation so basically managing stress or anger and giving a feedback is all about overcoming psychological barriers.Cross-cultural barriers- In this two person having different cultures and values like that kiwi having totally different culture as compare to me so this barrier might fall while I am trying to interact with him.Role of constitution and self-management in the learning environment.The role of personality It plays a vital role in the learning environment because it shows the characteristics of a person like his style to speak with his collages and other people around him, behavior, attitude, and how he convey people with his sweetness, calmness and how he seeing the world is all about personality. If that person is not has attitude of learning new things then no one would take him seriously, so the personality in the learning environment is like how a person indulge in curriculum activities, research, active listening, attitude toward his teacher, study and putting question to have some knowledge like if a person is not interested in a particular subject then he is lacking someplace he had to show interest if he motivations to build a good personality.The role of self-management Self-management refers to how a person m anages himself and managing his time, rateting aims, self-motivation, building patience, avoid stress, assessing yourself and solving your problem. If you have this kind of skills so your learning will never bother you and it will become a fun activity which helps you to grab more opportunities in your life. whatever strategies that will definitely help you in learning environments are-Time Management Strategies Time management is managing your time whole actualizeing day to day activities. In this, you set your priority like which work is more important for you, how you make a plan to do that tasks and you should utilize that given time hitch as you can. For example if you are running(a) on a project in the corporate sector then there are certain deadline set by them so its depend upon you how complete that project by making some plan and splitting the work among employees, make a commitment like if there is deadline given by company then you set your deadline before company deadline so the project has to be done between that time flowing and you achieve your goal.Attitude Strategies Set an attitude because once you set it then other people around you will never judge you like dont make excuses other people around you can take your excuse as their advantage.Concentration Focus on your works dont let other people distract your concentration be an active listener, make a list of task in your mind that you have to perform, try to make busy yourself so you can avoid stress and achieve your goals.(student-learning.tcd.ie, n.d.)Task (2)Example of Intercultural miss-communication.First of all what is culture A culture everything you learn about how to speak, how to behave, how to think about of the things like how you think about another person, these things you will be learned by talking with you parts, parents, teachers and most important is how you observe them by listening actively. Like Your neighborhood can be a Sikh they go to the Gurudwaras on Sun day and you are following them very steadily here culture falls it is totally your observation towards the world. Now Intercultural communication is two people following different culture their language is diff their dresses sense is diff they hardly talk with each other this is intercultural comm. For example a person working in a company he might be a Christian and there is lots of Hindu working the way that Christian talks are totally different his Facial expression, eye contact, gesture, behavior will create miss-communication between that Hindu worker because they are comfortable to talk to their mother language and another person might have diff mother language so here intercultural miss-communication lies.Case StudySelena should not have burst out without knowing whats that gesture means for them. It was rude of her to have shouted such words on George.George disrespectfully calling someone for help. As if they have hired you.A communication breakdown happens when two partie s cannot understand each other language or gesture. In this case, Selena belonging to the southernmost Asian culture misunderstood what raising a hand and snapping figure could mean in Auckland. Mr. George had snapped his fingers in the air to aware Selena that he needs help. However, in South Asian culture snapping fingers to get someones attention is considered very disrespectful and that you are being dominated by other person. The same gesture having different meanings in different cultures led to a communication breakdown in this case.No, nothing was unreasonable or inconsiderate their behaviors. Both of them were unaware of the different meaning of the gesture and so their reactions were justified. However, since Selena is new to the country she should have learnt some of the kiwi gestures and phrases comm barely used. Before bursting out on George she could have asked him what that means or told him its a disrespectful gesture in her culture.Task (3)Advantages and Disadvanta ges of working in a police squadAdvantages1 Work has been divided equally A leader having a certain work pressure on him to control this pressure he divides the work to among employee in his squad and he makes sure there will be no partiality of workload everyone will put equal effort to complete that work before the deadline.2 More people more ideas If there is more instalment in the group then there will be more ideas and creativity in the work it will take your team to another level of the working environment.3 Enhance leadership skills- Working in a team will always open up your dread of public speaking, it will improve your communication skill and how you present yourself also your initiative in the team you have to put your legs in the hot water. It motivates you lot by sharing your ideas, views etc.4 Responsibilities have been shared- As I told earlier if the work is divided equally then the responsibilities has also been shared because someone is perfect is some task so the leader should decide which task is given to the which person who can utilize it properly.5 Relationship Working in the team environment will always build up the good relationship with among team members see the ups and down will happen but at the end, if the work is done effectively and the result is above expectation then it will always create better understanding and a good relation.Disadvantages1 If something went wrong everyone in the team should be blamed.- When you are performing a team work then you always ensure that is everything thing should be going smoothly if one of the team members did mistake then remember everyone in the team will be blamed.2 Misunderstanding- Misunderstanding happens when there is miscommunication between all team member like there is a team of 5 members and the leader is giving different tasks to each member and when the team member talk with each other they come to know something else like he has been given the same task to all team member it will create confusions and misapprehension between him and among team members.3 Partiality of work- A leader is doing work to overcome from his work pressure when he is giving work to the member of his team who capable more than that limited work other will think this is partiality, they will think he might be his very good friend thats why he is giving him a simple task so the partiality of the work is always there if your leader is doesnt having that observing skill he should know the capability of a person and utilize him as per his capacity.4 less flexibility Less flexibility leads to late submissions of projects because if the team members are not flexible with each other and they might have to do their own tasks not talking with other might have some ego it will destroy many things.5 Ideas Collisions Most important thing while performing in the team more people more ideas different people different thinking so there might be confusion for selecting ideas for a leader he has to think of all team members.Factors that affect team performance.TASK1 LIFTING A CAR THAT IS AGROUND IN THE BEACHIn this task 4 team member required equal power, coordination, motivation and timing. I will explain each factor required to lifting a car.1 Equal power The first most important factor in this all the member in the team should be physically fit and able to put equal power to lift the car. if one of the team members is not fit then it will trouble a lot, the car might be fallen down on his hand.2 Co-ordination If you dont coordinate with all team member and you have a plan to clear the car then how can you lift it so make a plan and explain to each teaches member how its work.3 Motivation Motivation is the requirement to force him-self, yes you can do it so can do attitude will boast your motivation and you will be indulging in all activities automatically that are performing by your all team members.4 Timing If you have all those 3 factors in your team then this wi ll lead you to lift the car by setting a time on that all the team member pull the car together and it will lift easily.TASK2 CLIMBING TO EVEREST To climbing the Everest a team leader must(prenominal) be an experienced one, he should also listen to all the team member because this task requires lots of force one step wrong it will lead to death. In this, each member has to perform an individual task but they have shared their knowledge with each other , also the leader should guide them properly basically the coordination in this task must require. A further thing is motivation willing power are the factor if a person has this quality then he must climbing to Everest.Task4THREE-FACTOR OF EFFECTIVE CUSTOMER SERVICE1 Presenting Yourself When we talk about effective customer service the factor is how you present yourself in the front of the customer talk politely listen to them and keep smiling while communicating with them.2 Show Care For Them Try to involve with customer as much y ou can while tell them if you are in that situation what you can do give some solution, and guide them in the right way they will be impressed automatically, giving good services is always a benefit to satisfy customer and try to create good relationship with them so that they can trust you easily.3 Convincing Power If you build trust then convince them is more easily but some customer custom convince because their expectation became more from a service representative so you always try to update them by promoting you new products and give them some additional benefits if they will buy they will refer more customer.The main barriers to customer service in IT business.Failure to solve complaints quicklyWith todays smart generation, people only reach out to customer care Centres of companies only when the problem is real complex. Customer service fails if one isnt able to serve the complex complaint in the first instinct or immediately direct them to the right person to help them out .(Real Business, n.d.)Inability to provide easy access to customersIt should be easy for people to contact the companies to get their issues resolved. Their websites or customer care centers should be easily accessible to all. Failure to provide this a big barrier to customer service.(Real Business, n.d.) non using customer feedbacksCustomer feedbacks satisfy the customers as well as help organizations to improve their customer services in the future. They also help the businesses to know areas where they are lacking and can improve.(Real Business, n.d.)Overworked StaffHaving less staff or giving a few people lots of tasks can exhaust them which in turn will lead to loss of interest in working properly. No client will be given importance. The employee will just want finish off the tasks and go home. This will result in dissatisfied customers and hence despicable customer service.(Entre Propel, n.d.)Underworked StaffHaving all the more staff is a barrier too. Underworked staff might feel they have no importance and that they are not challenged or are not appreciated for their work. This in turn can again have a similar effect as the overworked staff has. Employees might take too long to solve issues since they have softwood of time hence delaying the service and dissatisfying customers.(Entre Propel, n.d.)Non-Caring CultureIf the environment of the place where you work is not positive and the staff is careless about their work, a good customer service is not given. Customers are not given importance and the result is discontent customers.(Entre Propel, n.d.)Insufficient SystemsLack of proper technology when dealing with the customer can lead to the slow and poor performance of the staff. Systems with insufficient data about the customers history or any data related to the client act as a barrier to good customer service.(Entre Propel, n.d.)Lack of IncentiveLack of incentives to the staff gives them no reason to perform better customer service. They ll be bor ed and work just fine without appreciation. Any incentive, monetary or non-monetary, can improve an employees customer service.(Entre Propel, n.d.)Scripted communicationClients prefer communication customized for them, not a scripted service. Even though a scripted communication might be easier for the employees but a little personal touch for every customer makes them feel important and hence a great customer service.( put forward Support, n.d.)Delayed responseThe most common reason for complaints and dissatisfied customers is that they were put on hold for a very long time. A swift response to their queries is the most important part of an excellent customer service. Waiting customers result in poor customer service.(Provide Support, n.d.)Not valuing the customersStaff should know how to value customers otherwise they will not treat the customers as they are supposed to. Mistreating them leads to poor customer service.(Entre Propel, n.d.) low-down accountabilityThe staff should be held accountable for customer service they provide. Otherwise, they will not try to perform better, they will never be blamed for an unhappy customer and so they wont be willing to improve. Recording and tracking their conversations will result in better customer service.(Entre Propel, n.d.)References(n.d.). Retrieved from student-learning.tcd.ie https//student-learning.tcd.ie/undergraduate/topics/self-management/Entre Propel. (n.d.). Retrieved from http//www.entre-propel.com/ http//www.entre-propel.com/customer-service/8-barriers-to-outstanding-customer-service/Faculty buffalostate. (n.d.). Retrieved from http//faculty.buffalostate.edu http//faculty.buffalostate.edu/smithrd/uae%20communication/unit4.pdfProvide Support. (n.d.). Retrieved from http//www.providesupport.com http//www.providesupport.com/blog/10-barriers-outstanding-customer-service/Real Business. (n.d.). Retrieved from http//realbusiness.co.uk http//realbusiness.co.uk/sales-and-marketing/2013/10/09/10-barriers-to-effec tive-customer-service/