Misunderstanding 1

Chart Who was the sender? Loan officer Who was the receiver? Client What was the message? Explanation of home down payment and closing cost. What channel was used to send the message? Face-to-face What was the misunderstanding that occurred? Client thought the down payment and closing cost was one in the same. The client was upset that the two were not clarified. How could this misunderstanding have been avoided? The loan officer should have written down all cost due from the buyer at the time of escrow closing; down payment, closing cost and escrow fees. Questions 1. What did you learn about the communication process from this activity? I’ve learned to follow through and to always ask my clients if they understand what the difference is from the down payment, closing cost, and escrow fees. I also created a sheet that gives and estimated breaks down of how much money the buyer needs to come in with at the time of closing, and I ask for feedback. 2. What seemed to be the main cause of the misunderstanding? I believe that the information was too much for the client to comprehend verbally and the message was lost in the encoding and decoding. It is best to sometimes include written dialogue as well, that the receiver can see while also hearing an explanation.

Misunderstanding 2 Chart Who was the sender? Manager Who was the receiver? Peer What was the message? To interrupt the nurse who was tending to a patient. What channel was used to send the message? Telephone What was the misunderstanding that occurred? The manager requested the receptionist to interrupt the nurse who was tending to a patient in an exam room, to answer a patient scheduling question, “Can she schedule a new patient that afternoon so, not to