PSY140 Introduction to Psychology Assignment Sample
Here’s the best sample of PSY140 Introduction to Psychology Assignment, written by the expert.
Introduction
There are many concepts in psychology that are of profound importance to not just our daily lives, but also to many professions. In this paper, we apply the concept of thought & language, and memory to the professions of customer service and legal services respectively. We put forward our theory on how thought and language can be used for explaining a particular issue or behaviour in customer service and how it can be used to improve the field of customer service.
At the same time, we also look at the concept of memory, its importance to legal services, and how this concept can be used to improve upon any issue or behaviour in the industry.
Language & Thinking
There is a deep relationship between language and thinking (thought) in psychology. Language has an important role to play in memory and thought process both.
It is correct to say that language not only determines the way we think but also determines thinking itself. While language and thinking are not always dependent on each other, there is definitely a strong link between the two processes. (“Thinking and Language”, 2018)
Language and thought play a very important role in the customer service industry. This is because the manner in which you express yourself during your customer service interactions will ultimately determine the manner in which your message is received – either in a positive way or in a negative manner.
Customer service is one such industry wherein communication forms the core foundation of the industry. And language, in this case, is the most powerful tool of how communication happens. (2018)
Communication is the core part of each and every customer experience. Even when you are not directly communicating, for example in the case of online ordering, there are still many modes of communications that are attached to the process.
This includes the website language to even the confirmation message that is displayed at checkout. The language of this communication plays a critical role in either making or breaking the relationship with a potential customer. (“Communication: The Most Important Skill in Customer Service”, 2018)
Due to the ultimate importance of language and thought in the customer service industry, it can also become an issue in the profession.
The issue that often arises in customer service due to language and thought is the lack of positive communication. This is because the industry of customer service is all about resolving problems. Customers do not call up the customer service or visit customer service centres because they want to chat with you.
They have a problem, which they need to be fixed. It might be that they need you to explain something to them or to fix something for them. Some customers will arrive angrily, some will be furious, and some will be upset.
This is why an individual working in customer service needs to have great language skills, thinking skills to come up with solutions to their problems, and of course, a lot of empathy and intuition to avoid unpleasant situations and have a happy customer at the end of the day. (“The Art of Positive Communication in Customer Service”, 2018)
There might be many times when customers request you to do something that you simply cannot do for them. It could be that it is against the policy of the company or even against common sense many times. However, to avoid conflicts in these situations, the key is to use language and thought to deliver exception customer service and keep the customers happy. This is known as positive communication – the ability to communicate your message clearly, even if the message is a negative one.
To use language and thought to your benefit and actually improve the customer service provided to the customer, is where the trick of thinking lies. For example, there are few tips you can use to calm down an angry customer. A lot depends on the tone of your voice. Using a friendly tone when you have an upset customer on your hands will go a long way in making the customer feel appreciated and in defusing the tense situation.
This way, even if what you are saying to the customer does not exactly please them, your tone of communication will let them know that you are feeling sorry for them, you understand their situation, and it will help them calm down.
Another way in which you can use language to provide better customer service is by repeatedly using positive communication. Well, of course, it is easy to be positive when you can easily process the customer’s request. However, what do you do when you are not able to do something that is being asked of you? In such situations, it becomes even more necessary to communicate positively.
Positive communication depends a lot on effective language. If you want to provide better customer service then actively listening, being attentive, and allowing your customer to finish speaking first, are some essentials for positive communication. Not everything will be attached to language only. Many times you will need to think your actions through before putting them into words so that a tense customer can be calmed down. (Parkin, 2018)
Memory
Memory is the ability of an individual to take in a piece of information, store it, and then recall it at a later time. Our memory provides us the ability to record information and allows us to recall them at a later stage when we want. (“Introduction to Memory | Boundless Psychology”, 2018)
The beauty of psychology lies in the fact that we generally assume to be common sense, psychology can take the same and make us see the deeper concepts underlying the actual point. Who actually stops to give a thought to their memory? We just take it for granted.
We assume that what we have read or learned, will be remembered by our brain and that the brain will recall it when the chance arrives of using that particular titbit of information. This simple act of remembering is something all of us do on a daily basis. This is why we often tend to ignore just how important this concept or process is.
Now, imagine how important the process of making memories is in the legal profession. The very purpose of memory in this profession is to incorporate lessons from the past to promote adaptive responses in the present and in the future. A lawyer or a judge needs to have some really good memory to remember just where, what, and when, they read some previous case history that they can refer to their present ongoing case.
If a lawyer is unable to recall particular cases and their historical judgments, then chances are high that he/she will not be having a very good track record at winning cases. (“Download Plaza — Search — Memory And Law (Oxford Series In Neuroscience, Law, And Philosophy)”, 2018)
Not just for lawyers and judges, but how important is a memory in the case of witnesses. An eyewitness account is entirely based on the memory of what they saw/heard of the day of the actual happening. It has been seen in many cases that the confident memories of eyewitnesses have often swayed the minds of juries.
Amidst a large group of people (juries for example), a person who appears to be the most confident of their memories is the one the group will tend to agree with. This is not to say that the false memories or unclear memories of eyewitnesses have not gotten many innocent people convicted of the crimes they never committed.
This is because even if the memory may have loopholes in it or it may not be the most reliable one, the eyewitness has already experienced that event and it has been formed into a memory in his/her brain. Thus for the eyewitness, that information is written down and filed away in their brain, to be recalled when the information is needed once again. (“Five myths about memory (and why they matter in court)”, 2018)
This is where memory can create an issue in the legal profession. The underlying human nature is that every time we recollect a memory, we risk the tendency to remember it differently. Before the memory goes into ‘cold storage’ or permanent part of the brain, it enters a state where the information can be edited, overwritten, or actually even get deleted.
This is because the human brain takes time to strengthen and store the memory, through a process known as reconsolidation. This is why eyewitness memories might not be too helpful in courtrooms.
This is why in order to benefit or improve the process of memory that the eyewitness details are taken as early or as quickly as possible in any case. Chances are the memory will be more accurate at that time, rather than when the eyewitness recalls it later.
Conclusion
It can be seen clearly from these two industries just how important language, thought, and memory are to help professionals in this field function effectively. Therefore, by fine tuning these skills and processes, individuals working in these two industries will be able to not only perform better, but also more effectively in their jobs.
References
Thinking and Language. (2018). Retrieved from http://highered.mheducation.com/sites/0072937769/student_view0/chapter9/index.html
(2018). Retrieved from https://www.business2community.com/customer-experience/language-customer-service-0731116
Communication: The Most Important Skill in Customer Service. (2018). Retrieved from http://customersthatstick.com/blog/customer-service-techniques/communication-the-most-important-skill-in-customer-service/
The Art of Positive Communication in Customer Service. (2018). Retrieved from https://www.ecwid.com/blog/the-art-of-positive-communication-in-customer-service.html
Parkin, L. (2018). Smart Use of Positive Language in Customer Service – Live Chat 100 Blog. Retrieved from https://www.livechat100.com/blog/positive-language-skills
Introduction to Memory | Boundless Psychology. (2018). Retrieved from https://courses.lumenlearning.com/boundless-psychology/chapter/introduction-to-memory/
Download Plaza — Search — Memory And Law (Oxford Series In Neuroscience, Law, And Philosophy). (2018). Retrieved from https://download-plaza.com/download/book/Memory%20And%20Law%20(Oxford%20Series%20In%20Neuroscience,%20Law,%20And%20Philosophy).html?aff.id=9325&aff.subid=32
Five myths about memory (and why they matter in court). (2018). Retrieved from http://phenomena.nationalgeographic.com/2011/08/05/five-myths-about-memory-and-why-they-matter-in-court/
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