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The VP of training at Samsung Company as well as other organization stakeholders are the proposal's target audience. The management level employee who conducts training for both themselves and their direct reports is the target audience for this training. The company's vice president of training is the best at describing this managerial employee, thus the data presented here will demonstrate that we are the best choice to deliver the training.
Success in the workplace depends heavily on interpersonal interactions. But because of weak communication abilities, many careers have stagnated, collapsed, or failed. The verbal and nonverbal communication involves words and signs. Language and technology assist in the transmission of information from one party to another over a physical distance. Signals are sent to inform or clarify misunderstanding or missing information. Organizational leaders need competency in communication techniques to enable smooth interaction with both customers and employees. Samsung is one of the companies that recently had to deal with a lot of criticism due to a defective product. The customer service representatives need training on voice, pitch, tonal variation, volume and nonverbal behavior to deal with the affected customers. We want to train people that have to deal with it first and have to face angry customers, the sales representatives and customer service representatives. This paper will address an interpersonal communication training program designed for the business leaders and sales representatives of Samsung to give the proper feedback when addressing the concerns of distressed customers with the defective Samsung Note 7 product.
According to DeVito (2015) interpersonal communication is an important factor that influences how individual interact with each other. In the business world, the concept can be used to refer to the ability of the employees to get along with the other workers in the organizational setting. Similarly, Knapp, Vangelisti & Caughlin (2014) has elucidated that the term entails having good communication skills, listening skills and proper attitude. In most organizations, all personnel from the workers to the management are required to have good interpersonal skills.
The four key areas of focus are the tone of the voice and volume used while on the phone, listening skills, how to handle negative statements, and being sympathetic and apologetic. In regard to the key area of tone and voice on the phone, the training goal will be to ensure the employees are calm, precise and objective as this will ensure client anger is not deepened. On the other hand, the aspect of active listening is important since reasons for reactions will be established as well as enhancing personal mental status. Dealing with the third key area of blunt and negative statements entails clarifying the problem, ensuring sincere conversations, offering explanations and being transparent to the customer. The last area is being sympathetic and apologetic in a display of remorsefulness.
It is important for Samsung as a company from the executives all the way down to the customer service employees to adjust their mindset in such situations. The customer is upset with them, and they need to find a solution. Improving the personal mental status assists in focusing on the clients in the current situation. It is important to listen to what happened and the reasons for such reactions. These subtly help in the creation of a partnership between the leader and the client. It is critical to resist the temptation to find the solution immediately or just into conclusion about the occurrence. It is an important opportunity for the aggrieved partner to present the petition (Johnson, R., 2017). The sales representative should ask questions for clarity to understand the problem correctly. The language should be calm, objective and precise. Repeating the explanations indicates that someone was listening thus assist in lowering the anger and levels of stress. The leader needs to be empathic and apologetic after understanding the issues. The body language must express this understanding and feelings of the other party.
Zahra, Iram & Naeem (2014) further explains that undertaking employee training will be beneficial to the employees in that they will be in a position to improve their skills, abilities and talents. Subsequently, they become more professional and motivated and this will directly translate to more benefits to Samsung through enhanced employee productivity.
The nonverbal communication affects perception and exchanges and is very significant. Sales Representatives use non-verbal communication in their conversations with customers in good times and during distress on a daily basis. Employees may not be aware of their gestures and how the audience perceives their mannerism and behavior as either negative or positive. Many training programs and research concentrate on verbal communication, but body signals convey the real meaning and acceptance of the words. The communication involves body posture, eye contact, gestures and facial expressions (Johnson, R., 2017). Touch, on the other hand, can also indicate a person's feeling or level of comfort as well as personality traits. Some of the body languages may be spontaneous while others are intentional messages used strategically (Business Topia, 2017). The listeners/interpreters can either perceive or interpret non-verbal communication as distancing or attracting.
Distressed customers need employees who can display emotions and remorsefulness due to the loss of their investment. The body language must reflect and enhance the ability to address the problem the consumers may have. The posture can change self-perception and client's perception of the leaders. The facial expression occurs during the first seconds of interaction with other people (Skills You Need, 2017). It creates an impression at a glance through the looks on the face. High social power people gaze more during their speech, but tend to have a negative glare (The Importance of Non-Verbal Communication, 2017). The customers can read fear, disgust, happiness or sadness along with gazing and glaring when talking to the employees. It is important to acquire the kind of social power thus high skills in expression.
Apologizing is very important, but is not enough to appease stressed customers. The conversation needs to look sincere and not use any force. Any sales representative showing genuine and effective customer service commitment must take responsibility. It is time to offer explanations and instead of making excuses because the client is interested in understanding why the product is not satisfying their needs. The seller needs to step in and explain what probably could have gone wrong, exercising caution with adequate measures of the blame. It is extremely important to be transparent to the customer rather than just trying to satisfy them. The apologies do not mean that the customer service personnel's admission of fault. The language needs to be calm and blunt so as not to deepen the anger.
Email became an essential tool in business communication in recent times when communicating with customers and workers alike. Organizations deal with dissatisfied customers almost daily. The situation may seem expected or reasonable, but the way employees handle the case at the customer service will be significant in retaining unhappy customers into loyal ones. It is important to be courteous and stick with the company's policy and still make the buyer feel the support and is not alone. The email must be free of grammatical errors and clear, thus make the company look professional. The customer services (E-service) must respond to the emails from customers with prompt. It should seek patience or offer solutions enabling the firm to cut down on operating costs. The answered emails require lengthy telephone conversations and interactions which are expensive. Training on proper writing skills will help the company maintain its credibility.
Understanding communication in leadership, the non-verbal cues, and body language are essential in portraying emotions and sending messages and defining relationships. The cues can influence the way staff, and fellow managers perceive their leadership and personality. It also affects the self-perception of leadership. Training to the executives all the way down to sales representatives is an essential component of the various aspects of the business. Good communication assists in formulating ideas, maintain order, resolving the external and internal conflict. Samsung needed competent business leaders to address a business issue arising from customers. The Samsung Note 7 catching fire when charging was challenging to the business relationship and performance. The public relations at the company were tested, but a right approach to handle the customers would help them out of the crisis.
Johnson, R. (n.d.). Techniques for Improving Your Nonverbal Communication Skills in the Workplace. Retrieved November 13, 2017, from http://smallbusiness.chron.com/techniques-improving-nonverbal-communication-skills-workplace-21411.html
Nonverbal communication is more important in the workplace. People have to work on their nonverbal communication skills. Otherwise, it can have negative effects on both work environment and co-workers. Therefore, first, they have to identify that on which area they have to work more. Eye contact, facial expression, space, posture, tones and sounds are some factors of nonverbal communication.
2011-2017, (. C. (n.d.). Non-Verbal Communication. Retrieved November 13, 2017, from https://www.skillsyouneed.com/ips/nonverbal-communication.html
Interpersonal communication includes both explicit and implicit messages. Explicit message is easier to understand and is stated clearly. However, implicit communication is through nonverbal commutation. Nonverbal communication is not simple. It is not a language with a meaning. It is influenced by a context. Context includes place, people, and the most important, culture. Nonverbal communication includes body language, posture, eye contact, personal space, paralanguage, facial expression, and physiological changes.
DOT Bans All Samsung Galaxy Note7 Phones from Airplanes. (2016, October 14). Retrieved November 13, 2017, from https://www.transportation.gov/briefing-room/dot-bans-all-samsung-galaxy-note7-phones-airplanes
The United States Department of Transportation issued a press release on October 14, 2016 regarding Samsung’s newest Galaxy Note 7 phones. The department banned the Samsung Galaxy Note 7 from entering any airplane and aircraft carrier here in the United States. The ban includes customers from carrying either on their hand, pocket or handbag. The ban comes after a report and evidence shows that the phone’s battery overheats and explodes during charge. The department mention the harm the phone can cause on passengers and the catastrophic damage on the airplane. The Department of Transportation listed the Samsung Galaxy Note7 device as forbidden hazardous material under the Federal Hazardous Material Regulations (HMR; 49 CFR Parts 171-185). The department also lists five points what travelers should expect if they carry the Galaxy Note 7 and attempt to depart an airplane.
Effective feedback: An indispensable tool for improvement in quality of medical education. (n.d.). Retrieved November 13, 2017, from https://www.beds.ac.uk/jpd/volume-4-issue-1/effective-feedback-an-indispensible-tool-for-improvement-in-quality-of-medical-education
Effective feedback is absolutely necessary for improving the quality of medical education. It improves the learner’s knowledge and skills and therefore will improve their performances. Constructive feedback should always be clear and specific and non-judgemental. It should focus on the positive aspects and has to be delivered in an appropriate setting. Feedback can be positive or negative, and formal or informal. Informal feedback is given on a daily basis and formal feedback is given less frequently and at a specific time.
Y. (2015, February 04). Examples of Non Verbal Communication. Retrieved November 13, 2017, from http://examples.yourdictionary.com/examples-of-non-verbal-communication.html
There are so many categories of nonverbal communication such as aesthetic, physical, signs, and symbols. Aesthetic communication is through creative expression. All arts can be included in this category, such as dancing, singing and painting. Ballet can be an example, which dance and music is involved and there is no speaking as well. Physical communication can include the way a person talks, smiles, touches, smell, and gesture. Flags or lights, horns, and sirens can be an example of the signs. Symbols are for religious people and also to build a self-esteem. Jewelry, cars, clothing communicates financial means and religion.
Folkman, J. (2013, December 19). The Best Gift Leaders Can Give: Honest Feedback. Retrieved November 13, 2017, from https://www.forbes.com/sites/joefolkman/2013/12/19/the-best-gift-leaders-can-give-honest-feedback/#4ef7895a4c2b
When being asked if employees would like their managers to tell them the truth, or rather what they would like to hear, they responded with the truth. But even though we all prefer to hear honest feedback, it usually does not come with pleasure. Many people have had bad experiences when it comes to receiving feedback, and will remember them forever. Often the honest feedback that people receive can be helpful and constructive, helping them to change certain aspects that were addressed. Research has shown, that leaders who ask for feedback are more effective leaders, than those who do not.
Galaxy Note7 Safety Recall and Exchange Program. (n.d.). Retrieved November 13, 2017, from http://www.samsung.com/us/note7recall/
On July 19, 2017, Samsung updated its statement on the Samsung Galaxy Note 7 device. The update announces its expansion of recall all around the United States in cooperation with the U.S. Consumer Product Safety Commission and in partnership with carriers and retailers. In the statement, Samsung gave its customers the option to either exchange their device with another one or get a full refund. Also included in the statement is a frequently asked question section incase customer has a question and get answer quickly without waiting a company representative.
Giving Feedback: Keeping Team Member Performance High, and Well-Integrated. (n.d.). Retrieved November 13, 2017, from https://www.mindtools.com/pages/article/newTMM_98.htm
Most important part of giving feedback is making it a regular part of the work environment. Giving feedback should be an ongoing process. There’s always change, whether it be new employees, new management, or change in the work policies. Criticize in private, nothing worse that everyone knowing your business. Also, don't only focus of the faults of your employee. Talk about the good things, it helps encourage the employee. Gives them another reason to keep pushing and focus on fixing the faults. Going back to making a regular part of the work place, if you see a change in the employee for the better you should say something. Let them know that there has been improvement.
Hartzler, A. L., Patel, R. A., Czerwinski, M., Pratt, W., Roseway, A., Chandrasekaran, N., & Back, A. (n.d.). Real-time feedback on nonverbal clinical communication. Theoretical framework and clinician acceptance of ambient visual design. Retrieved November 13, 2017, from https://www.ncbi.nlm.nih.gov/pubmed/24970354
Good non-verbal communication is very important in the health field, especially among physicians and patients. It is crucial for the patient to feel the empathy from the doctor to have a good outcome and to feel comfortable. Although verbal communication is important, in this field nonverbal body language is even more important. When doctors receive feedback about their nonverbal communication with their patients, it makes them aware or their style and brings the opportunity for improvement.
Heathfield, S. M. (n.d.). Youll Get More Feedback if You Receive It with Grace and Dignity. Retrieved November 13, 2017, from https://www.thebalance.com/receive-feedback-with-grace-and-dignity-1916643
Being told you are doing something wrong in a workplace isn't the easiest thing. You need to be appreciative at least seem like you are because it's just as scary giving feedback as it is receiving it. Focus on understanding what the feedback is. Don’t get defensive just because you hear something negative. Don't be hostile throughout the whole process be open to the feedback. Feedback is informative, ask questions, see what advice you can get to make you a more affect employee.
Hui, J. (2007, February 01). Giving and Receiving Feedback. Retrieved November 13, 2017, from https://www.cbsnews.com/news/giving-and-receiving-feedback-01-02-2007/
It is assumed by most people that the experience of giving or receiving feedback is a negative one. This does not have to be the case and it is very important to highlight positive achievements whenever giving feedback. It should never be given with bad intent, but it should be realistic. If you are given feedback that you felt was unreasonable, it is most like because the person did not have a lot of practice. Feedback is very personal and therefore, it can be interpreted by the recipient in many different ways. Unfortunately, criticism is more common than praise, although encouragement is more effective for increasing the performance of a person.
Lopez, M. (2017, January 22). Samsung Explains Note 7 Battery Explosions, And Turns Crisis Into Opportunity. Retrieved November 13, 2017, from https://www.forbes.com/sites/maribellopez/2017/01/22/samsung-reveals-cause-of-note-7-issue-turns-crisis-into-opportunity/#6cdf28a624f1
Forbes technology industry analyst Maribel Lopez detailed out the timeline when customers started reporting the battery explosion on the Samsung Galaxy Note 7. In her report Maribel states that the explosion complaint started coming one month after Samsung showed a record online pre-order sales and a few days after the devices was delivered into the hand of the customers who first pre-ordered. The report includes what actions Samsung took to prevent any additional damage on customers and its investigative action it followed. Samsung estimated the investigation and recall would cost the company around $5.3 billion dollars.
Mishra, S. (n.d.). Non-verbal Communication in Different Cultures. Retrieved November 13, 2017, from https://www.businesstopia.net/communication/non-verbal-communication-different-cultures
Nonverbal communication is different from each person and especially from one culture to the other. Each category in nonverbal communication means differently. However, a miscommunication can happen when parties have different cultures. Most cultures have the facial expression category like crying, smiling, frowning. For instance, nodding may cause problems. Sometimes it means yes and sometimes it means no. In Japan, nodding is when the other party is listening.
Ontario, G. O. (n.d.). Leadership Development: Principal Performance Appraisal. Retrieved November 13, 2017, from http://www.edu.gov.on.ca/eng/policyfunding/leadership/appraise.html
Often receiving feedback, we tend to focus on the words. We should also be focused on the nonverbal part of it. You could act like you care about the feedback being given, but your body language could be saying something completely different. Be attentive, make eye contact and nod your head to show you agree. Understand feedback is one on one, you comfortable with the situation and be open. If you disagree, say something, but be respectful. Ask questions to see if there is something you can do to improve. Most importantly understand why you’re there, making the review and feedback useful for yourself.
Petersen, D. (n.d.). How to Get Better at Giving (and Receiving) Feedback. Retrieved November 13, 2017, from https://www.inc.com/stanford-business/how-to-get-better-at-giving-and-receiving-feedback.html
Although giving feedback can be difficult and sometimes awkward, it’s needed in every workplace. Not only does it measure your employees and colleagues’ performance at work, it builds trust. It can help build a better relationship within the company. The feedback has to be done a certain way, the person giving the feedback has to be constructive and not simply point out the flaws. Knowing feedback is a two-way conversion and not one sided. You need to hear your employee out and understand the goal of making the person better and helping companies get better along the way.
Samsung Expands Recall of Galaxy Note7 Smartphones Based on Additional Incidents with Replacement Phones; Serious Fire and Burn Hazards. (2017, September 07). Retrieved November 13, 2017, from https://www.cpsc.gov/Recalls/2016/samsung-expands-recall-of-galaxy-note7-smartphones-based-on-additional-incidents-with
The United States Consumer Product Safety Commission released a statement in October of 2016, to announce the expansion of the Samsung Galaxy Note 7 recall. The statement includes the type of battery that is causing the battery to overheat and damage the phone. The statement also includes the description of the product by specifically stating “The recalled devices have a 5.7-inch screen and were sold in the following colors: black onyx, blue coral, gold platinum and silver titanium with a matching stylus”
Seppala, E. (2017, May 01). When Giving Critical Feedback, Focus on Your Nonverbal Cues. Retrieved November 13, 2017, from https://hbr.org/2017/01/when-giving-critical-feedback-focus-on-your-nonverbal-cues
While most people focus on giving and receiving verbal feedback, the non-verbal cues are just as important. This is important, especially in the workplace. If people feel comfortable with their supervisors and co-workers, their performance increases. The non-verbal cues of a person can communicate their feelings and emotions. We can find out how a person feels through their facial expressions and one’s smile activates the other person’s smiling muscles. You can also predict a person’s emotions from the gaze of their eyes and eye contact makes people feel connected. Another non-verbal cue is the voice and the tone of the voice gives away more of our feelings than the words themselves. Posture and breath also differ, depending on the way we feel and how others feel about us.
Six Tips for Giving Feedback in the Workplace. (n.d.). Retrieved November 13, 2017, from https://www.itbusinessedge.com/slideshows/six-tips-for-giving-feedback-in-the-workplace.html
A few helpful tips on giving feedback in making the situation easier for both parties. Be smart with what you say and seem caring. No one wants to hear negative stuff about them, especially if is comes across as rude. Your feedback needs to come from a caring person. Similar to giving feedback, receiving it should be respectful. You should not negate their feedback with rude comments. Leave all the negative stuff behind you, your feedback needs to be effective. Be specific with what you say, do not touch on a point, let the employee know what they are doing right or wrong. Last thing, pick the right place for a feedback. You don’t want to embarrass the person if it’s something negative in front of his or her coworkers.
Speaking in the Disciplines. (n.d.). Retrieved November 13, 2017, from http://www.speaking.pitt.edu/index.html
Speaking is an important part of life. We need to learn to speak, learn to speak to different age groups and different settings. You need to know what to say when speaking to a child and your boss. It takes experience you need to be in the setting to know what’s appropriate during the situation. Communication courses have become a huge part of college in this generation and it needs to expand from this. It does not matter what career you choose, you will have to communicate with people. You don’t want to be the person that isn’t approachable. Also, everyone wants to make money, in order to do that you need to move up in the company and have leadership roles. Communications is going to be a part of your daily work life. Schools have made is available to learn these skills, we need to apply them.
The Importance of Nonverbal Communication. (n.d.). Retrieved November 13, 2017, from https://www.ethos3.com/speaking-tips/the-importance-of-non-verbal-communication/
Nonverbal communication is an important aspect that everyone has to learn. According to Edward G. Wertheim, the author of the “Importance of Effective Communication”, there are five effects of nonverbal communication which are repetition, contradiction, substitution, complementing, and accenting (Ethos3). Repetition is when nonverbal communication can reinforce what is already being said. Contradiction is contradicting the message and make the person who speaks untruthful. Substitution is when they can take the place of words. Complementing is when they complement a verbal message. Last but not least, accenting is to underline a specific point in the message.
DeVito, J. A. (2015). The interpersonal communication book. Pearson. Retrieved November 17, 2017, from
The importance of effective interpersonal relations cannot be underestimated, especially in an organizational setting. As such, DeVito has emphasized the fact that the success of most organizations can be attributed to how they treat their customers. This is true since it is the relationship between customers and the company that shapes its reputation and brand.
Knapp, M. L., Vangelisti, A. L., & Caughlin, J. P. (2014). Interpersonal communication & human relationships. Pearson Higher Ed. Retrieved November 17, 2017, from http://trove.nla.gov.au/work/9640974
Further information provided show that the skills required for an employee to be deemed as having good interpersonal skills include listening and communication skills. The author notes that these are not limited only to the lower level employees, but are required as much of the higher level employees especially those in management positions.
Jehanzeb, K., & Bashir, N. A. (2013). Training and development program and its benefits to employee and organization: A conceptual study. European Journal of business and management, 5(2). Retrieved November 17, 2017, from
Sustained employee development and training will improve their motivation and thus translate to more productivity, a benefit that will accrue to the organization especially in the long term. Employee turnover will also be reduced.
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