Communication Culture encounter paper, sociology homework help

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SERVICE ENCOUNTERS ASSIGNMENT REMEMBER TO ATTACH THE “GRADING RUBRIC” (A SEPARATE FILE UNDER “ASSIGNMENTS”) TO YOUR DRAFT. Check on the rubric each section completed. “Service Encounters” project is modeled on Bailey’s research presented in his paper, “Communication of Respect in Interethnic Service Encounters,” (in the “readings” folder, under “content” on BBLearn). Re-read Bailey’s paper before starting the project. The project is due in class on April 11th. Maximum credit available for the project is 60 points. To be graded, the papers need to be edited for clarity, grammar and typographic errors. Plan on consulting the Writing Center). Even best writing can be improved! The project involves following steps: (1) Conduct careful observation of “service encounter” type of interactions in a real world setting For your observation: Select a setting such as convenience store, cafeteria or Starbucks, open to the public. Select time when there is not much traffic so that people are not too rushed. Observe and describe in your notes four interactions (conversations) between the attendant and customer. Write down what people say as accurately as you can. In your paper, follow the format of the examples below. At least three of the conversations should involve either the customer or the service person introducing a topic not directly related to the business transaction at hand, such as in these hypothetical exchanges: EXAMPLE I 1. Attendant: Will that be it? 2. Customer: Yeah. I haven’t seen you for a while? 3. Attendant: Would you like any cash back? 4. Customer: Nope. 5. Attendant: Thanks for shopping at Walgreens EXAMPLE II 1. Attendant: Will that be it? 2. Customer: Yeah. I haven’t seen you for a while? 3. Attendant: I know, I went to see my boyfriend in Phoenix 4. Customer: That’s great. Good to have you back, though 5. Attendant: I’m glad to be back, too. Would you like any cash back? 6. Customer: Nope. 7. Attendant: Thanks for shopping at Walgreens (2) Take detailed notes of your observation. Like in Bailey’s research, your most important data will be your conversation data. Write down in as much detail as you can the exact words that people use in talking to each other. Also, describe people participating in the conversation (age, gender, anything else you notice) (3) Conduct uptake analysis Your analysis will address conversational uptakes on topics not directly related to the business transaction and introduced in the service encounter interactions data f r om your research. Uptake: a follow up on the topic introduced by another person. An uptake is a conversational tool that helps to create conversation as a collaborative project. In doing so, it mainly serves a phatic communicative function; that is, the maintenance of social relationship between people who participate in communicative event. To illustrate: in the EXAMPLE I above, the attendant did not offer an uptake on the customer’s inquiry, “I haven’t seen you for a while?” in line 2. In contrast, in the EXAMPLE II, the attendant did offer an uptake in line 3, by saying “I know, I went to see my boyfriend in Hawaii,” followed by the customer’s uptake, “That’s great. Good to have you back, though” (line 4) and further, by the attendant’s next uptake, “I’m glad to be back, too.” In the analysis of your conversational data, identify statements that invite an uptake and assess whether an uptake has taken place. (4) write a paper about 3 pages long (12-point font, double-spaced) in which you will: a) describe where and when you conducted your observation b) describe three or four service encounters, following the format of the examples above. Include your notes on the conversations and describe persons who participated in the interaction (age, gender, appearance, etc.) c) present your analysis of your conversational data in which you will identify: (i) utterances (statements, questions, etc.) that invite an uptake and (ii) either a presence or an absence of uptake. d) based on Bailey’s work, suggest some of the possible reasons for a person not to offer an uptake. Service Encounters Grading Rubric *Must be attached to your draft* Grading Rubric A. Describe where and when you conducted your observation B. Describe 3--‐ 4 service encounters, following the format of the examples described. Include your notes on the conversations and described persons. C. Present your analysis of your conversational data in which you will identify: i. Utterances (statements, questions, etc.) that invite an uptake ii. Either the presence or absence of uptakes D. Based on Bailey’s work, suggest some of the possible reasons for a person not to offer an uptake. Total: Points Possible 5 20 15 10 10 60 Points Earned
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Running Head: COMMUNICATION CULTURE ENCOUNTER

Communication Culture Encounter
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1

COMMUNICATION CULTURE ENCOUNTER
There are several types of conversations that occur in convenience stores,
depending on how either the attendant or customer reacts to the conversations sent their way and
how they are approached. This paper will seek to help one understand various interactions.
The following service encounters were carried out in Chicago during the late
evening hours, between four groups of people. They all occur in one convenience store but on
different days. The first service encounter is between a Caucasian attendant in his mid forties
who has worked at the convenience store for twenty years and an African-American lady in her
early thirties. The attendant has the personality of a cautious thinker, therefore friendly to those
who have earned his trust.
Conversation 1: (Customer enters store)
Att: Hi Maggy (smiling).
Cust: Hi Boris.
Att: You’re shopping quite late today.
Cust: (Picks a bottle of milk from the fridge and places...


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