Dr. Victor H.P. Villarreal, Ph.D.
MAY 9, 2014
Effective communication is a very important key in a business environment. There have been many times throughout my work experience that this has been a proven fact. I want to elaborate on one of my work experiences in particular and how effective communication was very important.
In 2008 I was a Claims Customer Service Representative for a company called Vangent. At Vangent we received inbound calls from Medicare beneficiaries about their Medicare insurance and healthcare claims that had been filed for services rendered to them by their physicians. The calls would be from different people of all races, ethnicities, and nationalities so effective in my communication with the beneficiaries was a part of my everyday job duty.
Most of the beneficiaries I received calls from were at least age 65 and above and sometimes it was difficult for them to understand the information I was communicating to them. One of the ways I strived to make my communication effective was to always analyze the customer on the other end of the phone line. As it states in Chapter 8 of the Introduction to Business book, “To find the right words, begin with the needs of your audience.” (Williams, 2014, p. 128)
Being that each beneficiary that called most the time had different questions and attitudes I would always listen very carefully to identify what that beneficiary was specifically requesting of me. This in return would allow for me to fully understand what they were calling for so that I could communicate my response in the most effective manner for that beneficiary.
One other key factor that was used to ensure that communication was effective with beneficiaries was to use an active voice verses a passive voice. Sometimes the beneficiaries would be very upset and angry when they called because of an issue they were having with their claims not being paid. “In situations like this an active voice facilitates direct, powerful, concise