Communication Theories Analytical Essay by Nicky

Communication Theories
Looks at the communication theories as applies to the author's employment at the Phillip Morris Company hotline.
# 145055 | 1,310 words | 4 sources | APA | 2010 | US
Published on Oct 24, 2010 in Business (Companies) , Sociology (Theory) , Psychology (Theory) , Communication (Public Relations)

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This paper explains that the author believes that she is living the cognitive dissonance theory because she works for a call center of a tobacco company where she advocates that people quit the smoking habit. Next, the author reviews the dissonance, expectancy violations and social exchange theories and the ways she uses them on her job. The paper states that the author uses the rationalization strategy to believe that personally promoting healthy behaviors while being employed by a seller of cigarette has made her a more effective communicator and employee.

From the Paper:

"Expectancy violations theory is another theory I experience daily at work when dealing with customers. When people call the hotline, because of bad experiences with other hotlines for other companies, they often approach the call line more as if doing battle, than as if interacting with another human being. They complain about the wait even if they have not had to wait relatively long, perhaps because they have had to wait long before on the call line--or on a call line not connected to Phillip Morris. Expectancy theory also suggests that people have expectations about how other people should and will behave."

Sample of Sources Used:

  • Expectancy violations theory (2008). Changing Minds. Available November 29, 2008 at
  • Griffin, Em. First Look at Communication Theory. New York McGraw-Hill.Available November 29, 2008 at
  • Kearsley, Greg. (1994). Cognitive dissonance. Theory into practice. Available November 29, 2008 at
  • Social exchange theory. (2008). Changing Minds. Available November 29, 2008 at

Cite this Analytical Essay:

APA Format

Communication Theories (2010, October 24) Retrieved June 05, 2020, from

MLA Format

"Communication Theories" 24 October 2010. Web. 05 June. 2020. <>