Improving Communication

 

Listening

·        Does he think technology makes good communication easier?

Yes, I agree that technology facilitates communication because now with electronic devices we can be in contact in real time by video, audio, or text

·        What four key points does Alastair make about communication?

The first point is that people have limited attention, second point is recognizing that communication is about meaning. The third point about communication is it is just as much about listening as it is about telling things and the fourth point is that a communication is going to be effective, if you're actually going to get someone to do something or stop doing something or do something differently, there's got to be sort of emotional connection in 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.

Amazon is a company with a great technology system that allows fast communication with its customers, receiving purchase orders in real time that allows faster deliveries.

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

Using a computerized voice slows down communication and sometimes we don't get the answers we need.