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That’s what I thought you said!

Read the passage below and answer the questions which follow using your knowledge of effective communication.

“Where’s bras’n hose fittings?” asked the well-dressed elderly woman as she entered a large department store.

The young department store salesman immediately turned on his heel. With a dramatic sweep of his right arm he began to usher the customer towards the gardening section of his workplace.

As he walked ahead of her he stated confidently, “You’ll find we’ve got a great range to suit all our customers’ needs. Everything from our latest click together range of plastic garden hoses to the traditional and durable brass-type fittings. I’m sure we’ll have just what you want.”

The woman looked bemused and opened her mouth to speak but the young man continued, “As a matter of fact, new stock came in this morning. Look, here is the bargain of the year – our Complete Garden Watering System – available for $89.95 in green and gold plastic or the lifetime guaranteed brass version for $129.99. And we have…..”

Interrupting, the frustrated customer looked the salesman in the eye. She repeated her enquiry, now using her clearest voice.

“Young man, where is the ladies underwear department? I am looking for bras, hose and fittings!”

Questions

  1. What communication problems are portrayed by the words and actions of the young salesman?

  2. Could the woman’s initial enquiry have led to the confusion in this matter?

  3. How do we know that the young man was not responsive to the woman’s non-verbal communication?

  4. What communication skills does the woman employ to refocus the salesman’s attention?

  5. How does the woman’s final statement help to clarify the situation for the salesman?

  6. What key word needed clarification in the verbal exchange between the woman and the salesman?

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