TABLE OF CONTENTS 1. INTRODUCTION TO COMMUNICATION2 2. CASE STUDY 1: REJECTED PLANS5 2.1 BRIEF SUMMARY5 2.2 COMMUNICATION BARRIERS IN THE CONVERSATION BETWEEN BOB AND PETERSON6 2.3 EXAMPLES OF EFFECTIVE BEHAVIOR BY ELLEN8 3. CASE 2:ALLIED INDUSTRIES9 3.1 BRIEF SUMMARY:9 3.2 WHAT WAS THE CAUSE OF THE COMMUNICATION BREAKDOWN BETWEEN THE CUSTOMER AND SYLVIA?9 3.3 GIVE SOME EXAMPLES OF EFFECTIVE COMMUNICATION BEHAVIOR BY MARVIN WHEN HE WAS DEALING WITH SYLVIA.10 3.4 GIVE SOME EXAMPLES OF EFFECTIVE BEHAVIOR BY MARVIN IN DEALING WITH THE CUSTOMER.11 1. INTRODUCTION TO …showed first 75 words of 4381 total…

…showed last 75 words of 4381 total…calm and understanding, while Marvin synchronized interaction by pausing frequently and asking whether what he was saying was making sense. An interesting move was to thank the customer for bringing into attention the fact that explanations of special discount situations were not being written on the invoices. Marvin already knew that, but by telling that to the customer he encouraged him and made him believe that he actively contributed to the solution of the problem.