Communication

Paper Summary:

This paper explains "between channel redundancy" (BCR), the correlation between the use of verbal and nonverbal communication in a conversation. The author points out that maintaining eye contact throughout a whole meeting inspires confidence and using an even, confident voice gains the listener's undivided attention. The paper relates that not standing still and not looking at the person negates what a person is trying to communicate and can lead to the listener grimacing and changing his/her tone of voice from friendly to abrupt.

Table of Contents
Role as Employee
Role as Customer

From the Paper:

"The colleague in question was in the habit of keeping me from my work by visiting and chatting to me frequently. This would occur during work hours, and at times when my workload was particularly heavy. I tried talking to the person about this, but she refused to change this habit. I thus decided to take the problem to management. When I entered the office, I was in an agitated state. This was communicated to my employer by my tendency to avoid his eyes, rapid breathing, as well as my generally agitated posture."

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