Question $2.$ Basic Communication Principles

$2\mathrm{.}1$ From the case study above, it is clear that communication has failed somewhere. Why else would clients be irate and concerned. It is also clear that the call centre operators are having a bad day at the office.

$2\mathrm{.}1\mathrm{.}1$ State three reasons for cllents' Irritation with CellSolutions.

$(3)$

$2\mathrm{.}1\mathrm{.}2$ Draw Jacobson's model of communication as relevant to this case study. Draw it from the perspective of the call centre operator speaking to a client. Apply all the elements to the case study.

$(8)$

$2\mathrm{.}13$ Identify the category of communication that John Mkize's uses as a call centre teamleader.

$2\mathrm{.}1.$ Ariefly explain what is meant by the category identified in QUESTION $2\mathrm{.}1\mathrm{.}3.$

$(2)$

$2\mathrm{.}2$ This case study refers to complex communication between CellSolutions and clients. Consider the following questions related to factors which could influence this communication:

$2\mathrm{.}2\mathrm{.}1$ Name four factors that could influence this communication.

$(4)$

$2\mathrm{.}2\mathrm{.}2$ Explain how two of these factors could potentially affect the communication between a call centre agent and an irate client.

$(22)(4)$

$2\mathrm{.}3$ Phatic communication is important in the context of a call centre where call centre operators have to deal with both friendly and unfriendly clients and build these relationships.

$23\mathrm{.}1$ Explain what is meant by phatic communication.

$(2)$

$08$