2- Improving Communication Listening

Audio 02

• Does he think technology makes good communication easier? He mentions that there is nothing inherent in the technology that can improve it, so it can be improved or not, it depends on how it is used.
• What four key points does Alastair make about communication? 

1. People have limited attention, so we must be clear, simple and concise.
2. Communication has to do with meaning, if you hesitate and give too much unnecessary data, the main idea will not be understood.
3. Knowing how to listen is another very important detail, within companies it is the biggest cause of problems.
4. Adding some emotion to the communication helps make it more effective.

Audio 03

•  Give reasons why it communicates well. 

Alastair gave Amazon as an example, which is a company that uses technology to be closer and know its customers. amazon uses tools like:

1. Give clear information about your orders, where they are, real costs and references.
2. It also recommends similar products or that you may like.

Audio 04

• What mistakes did the company make? Alastair mentioned that there is a company that did not improve communication with its customers, they have an automated voice answering machine that does not allow people to speak directly with another person and many times their problems are not solved.
• How could they have improved the customer experience? He says that the interaction with another person is much more effective for this type of company, this giving a clearer and faster communication.