Read the following extract and then answer the question below.
Mary tells Lucy, a cook’s helper, that she is short a dishwasher for the lunch shift. When Mary
asks her to fill in, Lucy looks upward and says in an irritated voice, “Sure. No problem.” As she
fills the dish machine, Lucy bangs pots and pans around and slams them on the counter. She also
breaks several plates and saucers.
a. Analyze the above case and advise of the type of feedback that was more used in reflecting Lucy’s
actual response. (3 marks)
b. Discuss the omissions that Mary could have avoided in her communication with Lucy if she was
paying more attention as well how to mitigate this. (6 marks)
c. “When people communicate, they get a great deal of information by looking at one another;
what they see of a speaker and what they hear in the speaker’s voice. “
Discuss any four relevant visual elements, considering how Mary could effectively use them when
talking to her co – workers. (16marks)
a. The type of feedback that was more used in reflecting Lucy's actual response is non-verbal feedback. Lucy's irritated voice, banging pots and pans, and slamming them on the counter, as well as breaking plates and saucers, all indicate her frustration and displeasure with being asked to fill in as a dishwasher.
b. Some omissions that Mary could have avoided in her communication with Lucy include:
- Not clearly explaining why she needs a dishwasher for the lunch shift, which may have led to Lucy's lack of understanding or appreciation for the importance of the task.
- Not acknowledging or addressing Lucy's potential concerns or workload as a cook's helper.
- Not providing any specific instructions or guidance on how to operate the dish machine or handle the dishes.
To mitigate these omissions, Mary could:
- Clearly communicate the reasons for needing a dishwasher, emphasizing the importance of the lunch shift and the impact it would have on the overall functioning of the kitchen.
- Show empathy towards Lucy's workload and consider offering assistance or redistributing tasks to make the added responsibility more manageable.
- Provide clear instructions on how to operate the dish machine and handle the dishes, offering any necessary training or demonstrations if needed.
c. Four relevant visual elements that Mary could effectively use when talking to her co-workers include:
1. Eye contact: Mary should maintain good eye contact with her co-workers, including Lucy, to demonstrate attentiveness, sincerity, and engagement in the conversation.
2. Facial expressions: Mary's facial expressions should be appropriate, showing genuine interest, empathy, and understanding. Smiling or adopting a concerned expression can help convey a positive attitude and encourage openness.
3. Body language: Mary should use open and relaxed body language, avoiding crossed arms or other defensive postures. Leaning slightly forward can signal active listening, while maintaining an appropriate distance and not invading personal space is important.
4. Gestures: Mary can use appropriate gestures to emphasize certain points or convey non-verbal cues. For example, nodding her head while Lucy speaks can indicate understanding, agreement, or encouragement. Pointing or using hand gestures to demonstrate specific actions or tasks can also be helpful in conveying information.
By effectively utilizing these visual elements, Mary can enhance her communication with her co-workers, build rapport and trust, and ensure that her messages are understood and received positively.