Response to Mr Beta Han

 

Dear Mr. Han,

Regarding the full refund request due to the issues caused by our company’s product, our company sincerely apologize for not being able to grant permission to your refund request as it is against our company policy. Sorry for the inconvenience caused to you. After discussions with various department managers, our company came out with a solution for you. Our company has released a new and improved product which is the T15s wireless speaker. This product has improved performance with increased battery life, wireless range and sound quality. This product will definitely enhance your enjoyment for music. You can trade in your T15 wireless speaker with additional top up in order to purchase the new T15s wireless speaker. I will give you more details after your response. Looking forward to hear from you as soon as possible.

Thank you for your feedback.

Best Regards

Fu Lin Zheng

Creative Customer Care Consultant

 

Done By: Kok Zheng, Lin & Steven

Five Components Of Emotional Intelligence

In the article “5 Main Components of Emotional Intelligence”, M.Beard (2012) provided a brief overview of the article as stated by Daniel Goleman. Beard listed down the following components: self-awareness, self-regulation, internal motivation, empathy and social skills.


For self-awareness, he mentioned three distinct traits which are confidence, a sense of humour and being aware of  one’s impression on others. The traits can be achieved by recognizing and understanding one’s moods and motivations and their impact on others. To do so, one needs to keep track of one`s emotions and recognize these.


For self-regulation, the three traits are being conscientious(for example, taking personal responsibility in regards to  work), being adaptable and being responsive to someone in a manner which would not escalate the situation even when he/she(or, that person) is rude. It is all about controlling one’s impulses. One needs to control their emotions and think before responding.
For internal motivation, there are only two traits which are motivation to complete a task and perseverance in the face of adversity. This can be achieved by having an interest in learning which means self-improvement vs. a pursuit of wealth and status; pursuit of wealth and status is an external motivator.


For empathy, the author mentioned three traits which are perceptive, proactive and social situations. All can only be achieved by understanding ourselves and putting oneself in another person’s shoes to interpret their emotional reaction.

For social skills, the three traits are communication, influence and leadership, and conflict management. All of these can be achieved by having good interpersonal skills through building a rapport with others.

Done by: Steven, Hany, Zong Hong & Keryl


 

Evaluating Verbal and Nonverbal Behavior

We all know that we can communicate both verbally and non-verbally. It is important to realize that non-verbal communication speaks the loudest in our communication.  Even when we are not speaking, we are communicating through our bodies. This includes our body language, eye contact, facial expression and even our posture while we are sitting/standing. Non-verbal communication is basically the primary means to convey emotions, attitude or relationships with others and we often relied on it to say things that are difficult to vocalize. For example, gestures such as pointing or demonstrating the size or shape of something may suffice in basic interactions.

My grandmother is 85 years old and she is constantly being admitted to the hospital due to her old age which is leading to many illnesses like diabetes, high blood pressure. A hospital stay is never pleasant. Besides having pain, being sick, patients have to also endure needle punctures. When patients are nonverbal, they have a difficult time to communicate with the nurses who are taking care of them. Especially with my grandmother who only speaks Hokkien. There was this incident with my grandmother who was having a hard time communicating to the Filipino nurse who was taking care of her. When she could not reached for the call button on the side of her bed, she would yell for someone to come, but many times her calls would go unanswered. During one of the visit with my parents, she was trying to communicate with the nurse in Hokkien at first but the nurse did not understand what she wanted. She then tried to look at the pillow and points to it, indicating that she wanted it raised or she wanted to be lifted up. The nurse tried to rotate the pillow instead as she could not understand the nonverbal cues from my grandmother. When my grandma saw us, she immediately communicated in Hokkien with my parents to indicate that she wanted her pillow to be lifted up as her head was a few inches away from the pillow making her uncomfortable. She said to me in Hokkien that it is very difficult to communicate with the nurses in Hokkien because sometimes they could not even understand her “yes” or “no" responses and all she could do is through her nonverbal cues like nodding her head or pointing using her finger.     

From this incident, I realized that the difference in culture and age can be a challenge when communicating. However, even with the communication barriers there are still ways of communicating with people who do not understand you through the use of nonverbal cues like what my grandmother did by looking and pointing to the pillow. Being in this course has enable me to be more aware of the nonverbal communication detail which consists of a complete package of expression, hand and eye movements, postures and gesture which should all be interpreted along with the speech. With that, I am able to identify the different nonverbal communication cues and react accordingly to the situation, making me better at communicating.  

 

Edited 28/2/2016

 

Commented on: Rati -7Cs

                          Sayi

                          Kok Zheng