Verbal Communication.docx - Reflection-Verbal Communication...

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Reflection-Verbal Communication This week I choose the article “How To Bridge the IT Communication Gap”. The reading from the textbook and article had many similarities. First IT professionals are told to “learn how to speak on the callers terms”. Essentially IT professional’s communication becomes convergence with the caller’s. They need to accommodate to meet the needs of the callers and they do this by talking similar to the callers. With convergence they are also taught divergence. The IT professionals are told to refrain from using jargons and to explain everything because not every caller knows the ins and outs of technology. I think this is where communication between callers and IT professionals suffers the most. If the caller doesn’t understand what the IT professional is saying because the caller has never heard the term or knows what the IT professional is talking about, the callers becomes frustrated and communication gap grows. The
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