Q. 1 Anurag has just been transferred to Delhi from Kanpur. To reach his new office, he is advised
to take the Delhi Metro, a very popular mode of public transport. He is pleasantly surprised and
happy with his experience of orderly queues, clean and well-maintained stations, helpful and polite
staff, regular announcements, signages, casy to follow directions, visual markers, tactile paths and
even special facilities for the differently abled commuters, among other things.
a) Identify and explain the features of verbal and non-verbal types of communication involved in
Anurag's commuting experience.
b) What does it tell you about the corporate culture of Delhi Metro? Elaborate
Answers
Answer:
For the travel experience of Mr. Anurag from Kanpur to Delhi, we can clearly see various instances of verbal and non verbal communication:
Verbal Communication: Verbal Communication involves use of words basically when someone communicate a message to other person by using his mouth/ speaking it is categorised verbal mode of communication it is considered general method of communication.
Non Verbal Communication: When we use signage or other methodology without using mouth/speaking then it is considered as non verbal communication it is widely use method of communication because it doesn’t require physical presence of a person.
Now from the travel experience we can see that when he entered into the metro station he heard the regular announcement on speaker regarding the arrival and departure of trains and when he was travelling in metro he heard regular announcement of station arrival, door opening and closing and safety instructions these all are type of verbal mode of communication, verbal mode of communication is considered more effective as it enforce a listener to listen speaker and accordingly communication is done in perfect way apart from that if some blind person is travelling then even that person will have clear idea about his journey.
Apart from verbal communication in metro station there were also some non verbal mode of communication i.e signage, foot marking, visual markers etc. these mode of communication are considered more effective in a crowded area as sound may not reach to everyone ears but if there is visuals of instructions everyone could follow that, it helps in reduction of noise pollution. People can easily go to their station just by following the foot marks or just by following the signage.
Ans. 1, Part b:
From the experience of Mr. Anurag we can clearly see that Delhi Metro has established very sophisticated process for its work flow, every staff seems well trained in performing his duty, people has been trained so nicely that they are dealing very politely even on busy station with commuters.
Basically metro has developed a process which is workable for all of its staff and commuters, if has placed right staff at right place and they are people friendly which creates a very good image of Delhi Metro in the eyes of commuters.
Explanation:
a)
The different models of communication are;
Verbal communication;
It is a direct type of communication, which may be between two people or more. Here the people are talking to one another to convey and interpret the communication.
In given case, the announcements are example of verbal communication
Non-verbal communication;
It is a type of communication, where words are no used, rather where signs can be used to communicate, body language, attitude and impressions give a message
In given case, the signages, casy to follow directions, visual markers are example of non verbal communication
b)
From the given information, we can colculde that Delhi Metro is pretty well developed and organised, gives several facilities to people and is well maintained