2 Improving Communication Listening

 AUDIO 1

Does he think technology makes good communication easier?

He states the fact that “technology can improve communication but can also harm it” so he doesn’t think communication is totally based on the communicator and the receiver, no matter what the communication channel is. Then he mentioned four key points that support this fact.

What four key points does Alastair make about communication?

1-. People have limited attention so you have to communicate as simply and concisely as possible.

2-. Communication is about meaning, you don't need a lot of data.

3-. It is as much as listening, miscommunication is the biggest problem among companies.

4-. There has got to contain some emotion for it to work better.

 

AUDIO 2

 

The company given by Alastair was Amazon, he shared some of the technological features about how this company improved interaction with their customers:

They are always transparent with the information given to the customer.

They listen to you, then they suggest new articles for you based on your interests.

They use technology to communicate correctly with their customers.

 

AUDIO 3

 

Alastair talks about a customer service company that seems has not improved their communication with their customers by using technology, in fact this company has harmed their customer interaction by implementing an automated voice answering software that was supposed to improve communication with their customers, but it didn't. He says that the reason you call a company is to receive the answers you need but this software is not giving you the answers you need. He implies that human-human communication is more efficient while talking about solving problems for this matter.