cmst final
^Ad hominem
"Argument against the man" instead of against his message.
what are the dimensions of self.
- 4 quadrants. Lower left "known to me and others." Upper left "known to others but not me." Upper right "not known to me or others." Lower right "known to me but not others."
The types of leadership
- Appointed leader: designated by an authority to serve in that capacity, irrespective of the thoughts or wishes of the group - Democratic leader: elected or chosen by the group - Emergent leader: grows into the role, often by necessity.
What is the 5-finger model of public speaking?
- Attention statement: the way you focus the audience's attention - Introduction: introduces you and your topic, should establish a relationship with the audience and state the topic clearly - Body: main content area of the speech. Has an organization pattern. - Conclusion: provide the audience with a sense of closure by summarizing the main points and relating the points to the overall topic - Residual message: an idea/thought that stays with the audience well after the speech
Group roles (negative)
- Dominator: dominates discussion - Recognition seeker: relates discussion to their accomplishments, seeks attention - - special-interest pleader: relates discussion to a special interest / personal agenda - Blocker: blocks attempts at consensus consistently - Joker / clown: seeks attention through humor, distracts group members
what are the 5 principles for using emotions successfully?
- Emotions are universal - Emotional feelings & emotional expression are not the same - Emotions are communicated verbally and non verbally - Emotional expression can be good and bad - Emotions are contagious
the stages of the model of group development
- Forming: members come together, learn about each other and determine purpose of group - Storming: members engage in more direct communication, get to know each other. Conflicts between group members can arise here. - Norming: members establish spoken or unspoken rules about how they communicate & work. Status, rank, and roles are established. - Performing: members fulfill their purpose & reach their goal - Adjourning: members leave the group
Group roles (positive)
- Initiator-coordinator: suggests new ideas or new ways of looking at problems - Elaborator: builds on ideas & provides examples - Coordinator: brings ideas, info, and suggestions together - Evaluator-critic: evaluates ideas and provides constructive criticism - Recorder: records ideas, examples, suggestions, and critiques
What are the 3 best ways to incorporate nonverbal into a presentation?
- Positions on the stage: help guide the audience through the speech. Using the speakers triangle will help the speaker remember all the important parts of their speech and transition into each one. - Gestures: using arms and hands when talking. Gestures can reinforce and give emphasis on what is being said. - Facial gestures: using the face to show emotions without speaking. They come naturally but also thinking about your facial expressions can keep the speaker aware of what they are saying.
How can we use PowerPoint, Videos, and color in visual aids and what are helpful hints for visual aids?
- PowerPoint: can be helpful for the audience to remember what was said. Experiment and explore with PowerPoint to make the presentation good but not too distracting. Should amplify and emphasize the points being made. - Videoclip: choose clear pictures and uses small short sentences so it's easier for the audience to read and understand quickly. Video visual aids should support the speaker's main points. - Color: the audience will appreciate a colorful eye-catching visual aid. Consider and think about what colors will impact the audience and what is being said.
What are the functions of persuasion? What are the goals of call to action?
- Stimulate: want to reiterate prior beliefs and make them more known. - Convince audience will have personal beliefs of their own, but the goal is to attract the audience to your view and will need to have multiple points to get them on your side. - Call to action: it is about seeing the audience change their view and behavior. - Increase consideration: the speakers arguments and the details used to support the points intrigue the audience on the topic - Develop tolerance of alternate perspectives: help the listeners develop tolerance, not to where they accept the other perspectives of the topic. starting the speech with common ground, then reference a related topic, and try to convince the listeners to just consider the other perspective.
9 expanded cognate strategies
- Tone: focuses on expression - Emphasis: puts focus on relevance - Engagement: relationship with audience members - Clarity: clear understanding - Conciseness: key points - Arrangement: order, hierarchy, and placement - Credibility: building your character and trust - Expectation: norms and anticipated outcomes - Reference: the sources and frames of reference used in the speech
What are the 3 parts of Toulmin's rhetorical strategy?
1. Claim: your statement of belief/truth 2. Data 3. Warrant: connection between claim and supporting reasons
Explain each step of group problem solving.
1. Define the problem: define problem allowing group to set boundaries of what the problem is and what it is not and to begin to formalize a description or definition of the scope, size, or extent of the challenge the group will address. Not too narrow or too broad. 2. Analyze the problem: gather information and learn more. 3. Establish criteria: establish criteria for a solution. 4. Consider possible solutions: the group has listened to each other & now starts to brainstorm ways to address the challenges while focusing resources on those solutions that are more likely to produce results 5. Decide on a solution: options and benefits have been presented so that it is easier for the group to decide which courses of action are the best. 6. Implement the solution: put the solution in place 7. Follow up on the solution: after it has been in place, evaluate the results
What are the 7 argument strategies?
1. Generalization 2. Analogy 3. Sign 4. Consequence 5. Authority 6. Principle 7. Testimony
5 stages of conversation (ritual)
1. Initiation: the opening stage that requires you to be open to interact 2. Preview: the indication, verbal or nonverbal, of what the conversation is about. Both in terms of content and relationship 3. Talking points: getting down to business, reinforcing the goal orientation of the conversation 4. Feedback: allows the partners to clarify, restate, or discuss the points of conversation to arrive at a sense of mutual understanding. 5. Closing: acceptance of feedback signals closing. Verbal clues also do.
What are Maslow's Hierarchy of Needs?
1. Physiological 2. Safety 3. Love and belonging 4. Self-esteem 5. Self-actualization 6. Need to know 7. Need to experience beauty
What is the life cycle of group members?
1. Potential member: curiosity & interest 2. New member: joined the group but still an outsider and unknown 3. Full member: knows the rules and is looked to for leadership 4. Divergent member: focuses on difference. Pull back & contribute less 5. Marginal member: no longer involved 6. Ex-member: no longer considered a member
What are the 8 functions of informative?
1. Share 2. Increase understanding 3. Change perceptions 4. Gain skills 5. Exposition 6. Interpretation 7. Bias 8. Point of view
What are the 8 types of nonverbal communication?
1. Space 2. time 3. Physical characteristic 4. Body movement 5. Touch 6. Paralanguage 7. Artifacts 8. Environment
the 17 ways to organize a presentation? (from organizing principle)
1. Time (chronological) 2. Comparison 3. Contrast 4. Cause and effect 5. Problem and solution 6. Classification (categorical) 7. Biographical 8. Space (spatial) 9. Ascending and descending 10. Psychological 11. Elimination 12. Ceremonial: events, ceremonies, or celebrations 13. Awards 14. Toast: weddings and similar gatherings 15. Speaker introductions 16. After-dinner speech 17. Oral interpretation
What are the 2 ways visual aids can help your presentation?
1. Visual aids can help develop what is being said and must be used for a specific purpose so the audience can easily understand. 2. Visual aids can be used as support for the speakers position. This helps the audience believe what you are saying.
What are the 3 visual cues you should observe in the audience and how will this help you?
1. Watch reactions: anticipate how the audience communicates. Look into their mannerisms and learn from it to be effective. 2. Enroll an observer: get a colleague or friend to learn about the audience or yourself. By them observing and watching you and help you improve. 3. Focus on a specific type of nonverbal communication: center your attention on one behavior you are doing such as body movement and gestures. This will help you be more successful and can impact the interactions made during the speech.
^Post hoc ergo propter hoc
1. also called a coincidental correlation. It tries to establish a cause-and-effect relationship where only a correlation exists.
What are the 5 speech/presentation planning strategies and how do you use these to identify a topic?
1. know yourself & your audience 2. save time 3. consider appeal, appropriateness, & ability 4. use your self-inventory 5. write thesis statement - these strategies will help you narrow the topic appropriately
^ 3 Do's and Don'ts
3 do's/ don'ts 1. Do: make a understandable connection between what is being said and what the visual aid is showing. 2. Don't: distract audience with what visual aide is being presented; manipulating the visual aide too much where the audience doesn't understand. 3. Do: talk to the audience and have eye contact; don't only look at the visual aid.
What are the 4 criteria for visual aids and the 3 dos/don'ts?
4 criteria: 1. Big: they should be big enough for everyone in the audience to see. 2. Clear: audience should be able to understand it right away. 3. Simple: should not be complex and should be simple to make concept more understandable. 4. Consistent: should all have same visual style so its not confusing.
Define what a group is
A group is 3 or more individuals who affiliate, interact, or cooperate together.
What is a thesis statement?
A short, specific sentence summarizing the central idea of your speech
^Straw Man
A weak argument set up to be easily refuted, distracting attention from stronger arguments
^ self-adaptors
Adapting something about yourself in a way for which it was not designed or for no apparent purpose
^Red Herring
Any diversion intended to distract attention from the main issue, particularly by relating the issue to a common fear.
What are the 3 main factors to consider when choosing a topic and how are they helpful?
Appeal, appropriateness, and ability. Appeal helps arouse a sympathetic stimulated response from the audience. Appropriateness will help meet expectations. Ability will highlight your natural strengths.
What Aristotle's rhetorical proof and how is it helpful?
Aristotle's rhetorical proof is an outline of the 3 forms that provide rhetorical proof: pathos, logos, egos. It is helpful because it outlines ways to move the audience and the cognate strategies that will help you do so.
How do we overcome the obstacles of language, perception, and ethnocentrism?
Avoid language-based barriers. Learn about other cultures, be willing to adapt your speeches in diverse environments, make sure you are comfortable entering new situations where other perceptions apply, understand the role of your audience, have specific goals for speaking, allow your experience to help you.
What are considerations for meetings with technology? Including voice-only meetings, audio/visual, and social media?
Be aware of the dimensions of nonverbal communication that are lost in virtual meeting. Know how to use the technologies. For audio-only interactions, (a telephone call), take care to pay attention to pronunciation of words, voice quality, volume, tone, and pitch. For audio-visual, be appropriately dressed, have appropriate setting and attitude. For social media, remember everything is not as it appears, the words you write and images you send may become public forever, always consider what you access and post and it how it represents you and your employer, and be aware that Internet Service Providers (ISPs) are required by law to archive info concerning the use and traffic of information that can become available under subpoena.
goals of call to action
Call to action: it is about seeing the audience change their view and behavior. - Adoption: the speaker wants the audience to gain a new viewpoint or idea. - Discontinuance: is about convincing the audience to stop the habits they have been doing and start doing a new action. - Deterrence: convincing the audience to not begin doing something if they are already not doing it. - Continuance: speaker tries to convince the audience to keep doing actions that they already have been doing previously.
^Begging the question
Claiming the truth of the very matter in question, as if it were already an obvious conclusion.
^regulators
Control, encourage or discourage interaction
How is conversation a ritual
Conversation is a ritual because it is one of the main ways we interact daily and it has stages
What are employment interviews, how do we prepare, and what should we do post-performance?
Employment interviews are an exchange between a candidate & a prospective employer. Formal process with several consistent elements that you can use to guide your preparation. To prepare, have the right frame of mind, try to learn more. know the type of interview, type of dress, company/ organization, job, and employer's needs. Post-performance, follow up promptly and move on.
What are the 6 rhetorical strategies?
Exordium Narration Proposition Confirmation Refutation Peroration
What is groupthink and how can we avoid it?
Groupthink is the tendency to accept the group's ideas and actions in spite of individual concerns. It can compromise the process and reduce efficiency. To reduce this, make sure all members of team know their importance, give them time, and allow them to express opinions.
How do you prepare for a meeting?
Have a clear purpose, decide when and where to meet, consider number of possible interactions among the participants, invite the participants and be sure not to double book.
^helpful hints for visual aids
Helpful hints: - Simple visual aids are key. - Keep a key idea on each slide. - Don't clutter the slide and make it too confusing. - Use bold fonts so audience can read it. - Use contrasting colors to make words stand out. - Use colors that will unify the entire slide. - Include pictures and small clipart. - Double check and reread each slide. - Make handouts of presentation. - Check the room being presented in. - Have a plan B for any technological presentation incase anything goes wrong.
Define interpersonal relationships, why they are important in business, and the connection to predictive outcome value theory?
Interpersonal relationships are an association between people with emphasis on their relationship rather than just their communication. They are important in business because if you feel like you know a person better, you can better collaborate with them and reach goals. The predicted outcome theory asserts that we want to reduce uncertainty, but also maximize our possible benefit from the association. People want to know their place and role in a business and accurately predict those within their proximity, and create a sense of belonging.
What is the best way to search on the internet and how do you evaluate sources?
Knowing where to go for information is key. Take part in reviewing, selecting, interpreting, and incorporating information to your use in a designated time. Evaluate sources by drawing on reputable and reliable sources with credibility. They should have a clearly articulated purpose and goal, a question, problem, or issue to address, info data, and evidence that is clearly relevant, inferences and interpretations that relate to the data, a frame of reference or point of view that is clearly articulated, assumptions, concepts, and ideas that are clearly articulated.
Define leadership and how leaders become leaders
Leadership is when one person takes the dominant role of leading a group. Leadership is achieved when a person is appointed, elected, or emerge into a role.
What are interpersonal needs - both from Maslow and Schutz's version?
Maslow defines interpersonal needs as moving up through the hierarchy, and some needs change over time. His theory of needs is indivudalistic. Schutz describes the 3 interpersonal needs as affection, control, and belonging all being interdependent & variable. He outlines how our needs operate within a range or continuum for each person.
What is measurable gain and why is it the goal for a presentation?
Measurable gain is a system of assessing the extent to which the audience responds to a persuasive message. This is the goal for a presentation because it means you were successful in moving the audience members toward your position.
^emblems
Nonverbal gestures that carry a specific meaning, and can replace or reinforce words
what is a specific purpose?
One sentence that answers the who, what, when, where, & why questions for your speech
Define organizational communication.
Organizational communication is the study of communication context, environment, and interaction within an organization. It was once the domain of speech communication departments. It is now viewed as an integral part of the curriculum by business schools.
How do outlines help us organize a presentation and why are outlines helpful?
Outline is a framework organizing main ideas and subordinate ideas in a hierarchical series including roman numerals and alphabetical letters. They are helpful because it helps the speaker organize their ideas and tie them together to the main structural elements of the speech.
What is persuasion and how does it differ from motivation?
Persuasion is an act or process of presenting arguments to move, motivate, or change your audience. Motivation is just a concept of persuasion, it involves force, stimulus, or influence to bring about change
What are fallacies and they 8 types to avoid?
Red Herring Straw Man Begging the Question Circular Argument Ad Populum Ad hominem Non Sequitur Post hoc ergo propter hoc
How can you narrow the topic and focus on key points and why is this important?
Revisit your purpose, look at reference information, consider your audience, consider what is essential and what is not. its important so that you can naturally focus on the key points, relieving pressure on yourself. Also, it can shorten the speech, make it easier to follow, and more understandable.
What is social penetration theory?
Social penetration theory describes how we move from superficial talk to intimate and revealing talk.
What are the 4 myths of speaking in public?
Speaking in public is not like killing lions, you don't have to be perfect, organization is the key to success, speaking in public is like participating in a conversation.
What are the 5 general purposes for presentations? And what is a specific purpose?
Speech to inform, speech to demonstrate, speech to persuade, speech to entertain, and ceremonial speech
What are the steps you should take to prepare an informative presentation?
Start with what you know, consider your audience's prior knowledge, adapting jargon and technical terms, using outside information, presenting information ethically, reciprocity, mutuality, nonjudgmentalism, honesty, respect, trust, avoid exploitation.
^masking
Substituting more appropriate displays for less appropriate displays
What is teamwork and how do groups form/use teamwork?
Teamwork is when each member of a group contributes their skills, talents, experience, and education to problem solve or produce results. Groups form teamwork by contributing and putting in effort and commitment. They use teamwork to achieve higher levels of performance and produce motivation and creativity.
What is the best way to prepare your information search and how do you make it ethical?
The best way is to gather information from a variety of sources. You should keep your thesis in mind while searching. You should consider other responsibilities, scheduling research time. Consider several sides of an issue. Assure the credibility of the information. You do this ethically by giving an honest presentation, presenting all the complete information. Also, giving credit where it is due and checking terms of use. Cite resources.
^Non sequitur
The conclusion does not follow from the premises. They are not related.
The influence of numbers in groups
The larger a group grows, the more likely it is to divide into subgroups. The number of possible interactions grows greatly with increasing numbers of people in groups. If there are more than 8 people though, it becomes challenging to have equal communication. It is important to have enough members to generate rich and stimulating exchange of ideas, but not so many to where all ideas cannot be shared.
Explain the model of group development
The model of group development specifies the usual order of the phases of group development, and allows us to predict several stages we can anticipate if joining a new group.
What is the organizing principle
The organizing principle is a core assumption around which everything else is arranged, depends on the subject matter, rhetorical situation, and various other factors.
what are the types of groups?
The types of groups are primary and secondary. Primary groups meet most (or all) of one's needs while secondary groups only meet some needs. Secondary groups often include work groups, with a goal of completing a task or solving a problem. A microgroup is a small, independent group that has a link, affiliation, or association with a larger group.
What are the theories of learning styles?
Theory of learning styles is the idea that people learn better when a message is presented with a strategy that fits with the type of intelligence in which the audience is strongest.
What role to transitions play in presentations>
Transitions connect the main points to each other, help the audience follow the speaker's ideas, highlight the relationship the speaker has created. They act as bridges between ideas.
What happens when we compile information?
When we compile information we compose our speech out of materials from the documents and sources we collected.
How does your self-inventory help with topic choice?
Your self-inventory helps you stimulate ideas, allows for you to use background information or experiences involving less research, and you might already have a clear purpose.
What are the 5 presentation components and their functions?
a. Attention statement: raise interest & motivate the listener b. introduction: communicate a point and common ground c. body: address key points d. conclusion: summarize key points e. residual message: communicate central theme, moral of story, main point
What are the 4 types of presentations to inform?
a. Explanation: explain to the audience in ways that increase understanding b. Report: organize info around key events, discoveries, or technical data & provide context and illustration c. Description: requires emphasis on language that is vivid, captures attention, and excites the imagination d. Demonstration: teach the audience how to do something. Clearly show a process, consider visual aids and supplies.
7 types of learning styles
a. Linguistic: language, reading, verbal expression, writing, memorizing b. Logical/mathematical: use of numbers, perceiving relationships, reasoning, computation c. Spatial: think in 3d, mental imagery, design color, form and line d. Musical: rhythm, pitch and tone, interpret music, tonal patterns e. Bodily/kinesthetic: sense of timing and balance, athletics, dance, physical skill f. Interpersonal: organizing, leading, communicating, collaborating, negotiating, mediating g. Intrapersonal: reflection, thinking, focusing, concentration
Signposts (transition)
alerts the audience you are moving to the next topic
^Ad populum
appeals to a common belief of some people, often prejudicial, and states everyone holds this belief. Also called the Bandwagon Fallacy
^physical characteristic
being comfortable with yourself and the physical characteristics that make you who you are.
^liking
being drawn to people / having people drawn to you
^ body movement
body movements can add to the verbal message being said, while sometimes also replacing verbal messages.
Internal previews (transition)
brief statements referring to a point you are about to make
Internal summaries (transition)
briefly covers information or alludes to information addressed previously
How can you save time?
by considering the information you already have at hand, like a project you are already working on, something you are already studied or know a lot about. Also considering something you want to know more about
Define intrapersonal communication
communication with one's self, including self-talk, acts of imagination & visualization, and recall & memory.
^Peroration
conclusion
What are the 3 components of rhetorical situation?
context, audience, purpose
Addition (transition)
contributes to previous point
Comparison (transition)
draws a distinction between two ideas, concepts, or examples
Contrast (transition)
draws a distinction of difference, opposition, or irregularity
Similarity (transition)
draws a parallel between two ideas, concepts, or examples
^affect displays
express emotions or feelings
^touch
five different types of touch that can be non personal and personal.
^contradicting
goes against verbal communication
How do you stay organized?
having a designated place to work and keep your materials. Save your sources on its own source page. Plan to use your time effectively. Consider how each element of research relates to key points. Try not to commit to information, you can get rid of it if you find better.
^adaptor
help people feel comfortable and indicate feelings and moods.
Why is presentation organization important?
helpful to your audience as they will appreciate hearing the information presented in an organized way. helpful to you as it makes it less stressful. It provides the ability to link key points and allows for easier memorization.
^time
honor time associated with your speech.
Examples (transition)
illustrates a connection between a point and an example
Cause and effect or result (transition)
illustrates a relationship between two ideas, concepts, or examples, and may focus on the outcome of the result
Concession (transition)
indicates knowledge of contrary information
What is self-disclosure?
information, thoughts, or feelings we tell others about ourselves that they would not otherwise know
14 types of transitions
internal previews, signposts, internal summaries, sequence transitions, time, addition, similarity, comparison, contrast, cause and effect or result, examples, place, clarification, concession
^Refutation
introduces and then discounts or refutes counterarguments
^Proposition
introduces your claim
emotional resistance?
involves getting tired, often to the point of rejection, of hearing messages that attempt to elicit an emotional response
^Production
involves the act of creating your document from the elements you have gathered.
^Exposure
involves your condition of being presented views, ideas, or experiences made known to you through direct experience.
Why is it important to speak ethically and what things should you avoid?
it is important to treat people with respect, fairness, and freedom. You should avoid manipulation, bribery, using false or fabricated evidence, intentionally using unsupported evidence, using irrelevant appeals, asking your audience to link your idea to emotional values which it is not actually related, distort or hide or misinterpret, use motional appeals that lack supporting basis, oversimplifying, pretending, advocating something you do not believe in
define the rules for self-disclosure
it usually moves in small steps, moves from impersonal to intimate information, it is reciprocal, involves risk and trust.
how can you present a neutral presentation?
keeping your language neutral and not very positive for some issues, keeping your sources credible and not biased, keeping your information balances, keeping your audience in mind, and keeping who you represent in mind.
How do you conduct a meeting?
know your role, reduce or eliminate storming the stage, have a clearly defined agenda. Have brief introductions to establish identity, credibility. And help the group transition to performance. Facilitate the discussion and address conflict. Use the agenda as your guide. Have a set up place for the meeting. Prepare transitions, allow feedback (minutes).
^reciprocity
mutual expectation for exchange of value / service
What are the principles of nonverbal communication and the different types of expressions?
non verbal communication is creating and saying a message without the use of words. it is irreversible and is always occurring. different types expressions: - adaptors - affect displays - complementing - contradicting - emblems - illustrators - masking - object adaptor -regulators - repeating - replacing - self-adaptors
^Confirmation
offers the audience evidence to support claim
Sequence (transition)
outlines a hierarchical order or series of steps in your speech
What are the 3 original cognate strategies?
pathos, logos, ethos
^scarcity
perception of inadequate supply or a limited resource (ex key selling point may be sold to someone else if you do not make decision)
^environment
physical and psychological parts that make up the situation
^Exordium
prepares the audience to consider your argument
^Narration
provides the audience with the necessary background or context for your argument
What are emotions?
psychological and physical reaction
What are the 6 principles of persuasion?
reciprocity, scarcity, authority, commitment & consistency, consensus, and liking
^Assimilation & accommodation
refer to the processes by which you assimilate (or integrate) new ideas into your thinking patterns and accommodate (or adopt, adapt, or filter out) new sources of information as they relate to your goal.
^authority
referencing experts and expertise
Place (transition)
refers to a location, often in a spatially organized speech, of one point of emphasis to another
^Incorporation
refers to the process by which you bring the information into a whole or complete topic
^Sensitivity
refers to your capacity to respond to stimulation, being excited, responsive or susceptible to new information
^illustrators
reinforce a verbal message
^ complementing
reinforce verbal communication
^repeating
repeating verbal communication
^replacing
replacing verbal communication
Clarification (transition)
restates or further develops a main idea or point
and what are the 7 steps of compiling information?
sensitivity, exposure, assimilation and accommodation, incubation, incorporation, production, and revision
What is predicitve outcome theory
states that we fear what we do not know
the 3 guidelines for evidence?
supportive, relevant, effective
and how do Maslow's needs relate to persuasive presentations?
the further up you go on the hierarchy, the more you can be yourself and express individuality, making yourself attractive to the audience.
^Incubation
the process by which you cause an idea or ideas to develop in your mind.
^space
the space between objects and humans.
^consensus
the tendency for someone to follow the lead of the group/peers
^artifacts
they represent self concept. Examples are tattoos, brand names, and logos.
Why is it important to know yourself and your audience?
to choose a topic you are willing to learn about, be passionate about, and put effort into & so that you can appeal to the audience and their interests
Time (transition)
transition focuses on the chronological aspects of your speech order
^Circular Argument
used to prove itself. Assumes the very thing it aims to prove. Related to begging the question.
^object adaptor
using an object for a purpose other than what its meant for
^ paralanguage
verbal and nonverbal that impact meaning, tone, the intensity of what's being communicated, and sometimes silence.
define self-concept
what we perceive ourselves to be. Involves aspects of image & esteem.
^commitment & consistency
writing things down makes us more likely to commit and follow through with it, and even if the customer doesn't write anything out, but the other person does it connects to the principle of commitment and consistency. This brings out that you are honoring what is being said at that moment.
