communication hypotheses cognitive dissonance
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Their particular reaction to the deviations more from expectancy depends on what they have to reduce or gain… how we react to violations depend on reward worth, or that which we expect to get from the relationship. Therefore a man may react even more positively towards an attractive youthful woman standing close compared to a larger person from a great out-group” (Expectancy violations theory, 2008, Changing Minds). I use noticed that irate customers who have genuinely want or desire my help can be placated if I undertake a pleasant demeanor, even if that violates their particular negative expectations, because of the praise they can acquire in terms of creating a positive and human connection with me while an individual.
Nevertheless , customers who have come just to vent will most likely not become moved, regardless of what I say or perhaps do, they will complain regarding every aspect of the feeling regardless of how We behave, therefore it is best to allow them to ‘say their very own piece’ and move on. Obviously they ‘get’ less away of warm, human interactions than other callers, and I have little influence with them, other than to cope with their request. I admit I see expectancy violations theory exemplified in my individual behavior. Call center workers possess scripted replies and recommendations to which they need to adhere. Telephone calls are registered for quality and schooling purposes, which are calibrated and graded utilizing a scorecard. If a person is rude, Let me usually comply with these rules by the page, as I have got nothing to gain by deviating from them, set up customer becomes angry and frustrated because I i am not giving him or her details. But if a customer is well mannered, since I could gain the sense of happiness of genuinely assisting someone, Including to my scripted solution as well, and so the caller will get some added satisfaction from the call, and I can get the reward of added fulfillment from my own work. Expectations theory offers proved very helpful at work, as it has empowered me to know people’s hostility better – I have often been a client on the other side of any poorly staffed hotline, and I can discover why people will approach the process with trepidation. Provided that they listen to myself and realize that I was not like the other call up centers they have dealt with in past times, I try to embody the type of staff member I would really like to meet, had been I harasser. I subvert their first expectations and make myself seem more human, which makes them even more compliant and accommodating.
Social exchange theory has also proved helpful in my work. “Exchange theory explains the way we feel about a relationship with another person because depending on the perceptions of: the balance between what we put in the relationship and what we step out of it, the sort of relationship we deserve, the likelihood of having a better relationship with someone else” (Social exchange theory, 08, Changing Minds). Because of the distanced nature of the medium of telephone exchange, people frequently feel as if they have very little expense in the relationship. Because the persons I manage ‘put very little’ in the relationship when it comes to their agreeability, I have to put all that much more in to the relationship, trying to make up for that in useful assistance if everything is to proceed smoothly. Changing the understanding and the offer and have ratio between myself and a mystery caller, by giving more of my humankind, makes the additional individual desire to give more back to myself in terms of tolerance. Exchange theory also talks about why cell phone calls are supervised and ‘graded’ by Phillip Morris – although I always try to perform my greatest at what ever job We perform, I know that in the event some people were not monitored, the caliber of their reactions might fall, given that an absence of ‘quality control’ would lead them to invest significantly less effort inside their work regarding social exchanges.
Expectancy infractions theory (2008). Changing Brains. Available November 29, 08 at http://changingminds.org/explanations/theories/expectancy_violations.htm
Griffin, No ano de. First Look at Connection Theory. Nyc McGraw-Hill.
Obtainable November up to 29, 2008 by http://www.afirstlook.com/docs/cogdiss.pdf
Kearsley, Greg. (1994). Cognitive dissonance. Theory into practice.
Readily available November twenty nine, 2008 by http://tip.psychology.org/festinge.html
Sociable exchange theory. (2008). Changing Minds. Readily available November 29, 2008 in http://changingminds.org/explanations/theories/social_exchange.htm