For the factors listed, indicate whether each one is an individual barrier or an organizational barrier.

Individual

Organizational

Inconsistent signals

Power differences

Reluctance to communicate

Noise

Read the following scenario and answer the questions.

Management at Work

You work as a salesperson for Spectrum Color, a chemical manufacturer, which keeps you very busy. Your customers are photographers who use Spectrum$$s products to create professional images for publication. They are usually a friendly clientele. Today, however, customer Jesse Adamson is upset when he calls to inquire about his order. Jesse says he will miss his deadline if he doesn$$t receive his order right away. He threatens to stop using Spectrum Color if the company does not meet his demand and fill his order immediately.

What is the most important message this customer is trying to convey?

He is having financial problems.

He urgently needs his chemical order.

He is an important photographer.

What can you do to listen more effectively to this customer?

Ask gentle, probing questions.

Defend the company$$s reputation.

Transfer the call to your supervisor, so the caller calms down.

Identify whether each of the following examples is characteristic of a good listener or a poor listener.

Example

Good Listener

Poor Listener

$1.$ Nods and shows interest

$2.$ Has preconceptions

$3.$ Shows no energy; forgets what the speaker says

$4.$ Judges content; skips over delivery errors