Culture in Communication, Essay Example

Location and Time

This study will be conducted at the nearby Kentucky Fried Chicken (KFC) restaurant. It will be conducted in the mid-morning and late afternoon hours when there is little traffic flow of customers. The study will fundamentally conducted through observation of the customer-attendant relationships as depicted in their conversations.

Observations

Conversation 1

This conversation takes place on the corner booth at KFC at 10:30 am. The conversation is between a middle-aged Caucasian male customer and a young female attendant who appears to be in her early 20s, probably in college.

Attendant: Hello Sir, Could I kindly take your order

Customer: What would you recommend?

Attendant: Well, it depends. What do you think about the weather?

Customer: It’s so hot today, feels like am in an oven!

Attendant: (smiling) yes it’s particularly hot today. Since this is technically Brunch, I would recommend the Chicken Littles Sandwich. It has no sauce and it goes well with our Ice Tea. The Ice tea has no sweeteners

Customer: Sounds like a good idea

Attendant: plus its light and is sure to bring down the temperature

Customer: (laughing) you’re really good at this

Attendant: well it’s a pleasure to serve you

Conversation 2

This conversation takes place between a young female attendant, who appears to be in her mid-20s, and a group of three young male attendants who appear to be in their early 20s and in college. There appears to be a rapport between the three customers and the attendant.

Attendant: Hey Guys!

Customer1: Hey Steph! You’re looking beautiful today

Attendant: Well thank you, as usual, you’re the charmer

Customer 2: Really, what does that make us?

Attendant: Jake is the charmer, you, Leon, is the funny one and Rufus! Well you’re the leader

Customer3: (Surprised) let’s all label Rufus uptight. (The others laugh about this)

Attendant: well guys, you’re my favourite customers and today, we have the chicken special, it’s three for the price of one. And it comes with three fries and three soft drinks

Customer 1: really! That’s a good deal. We’ll have that

Conversation 3

This conversation is between a working class female customer and a middle-aged male attendant. She is dressed in official wear and appears to be the modern day liberated woman. The attendant appears to be a man of little words.

Attendant: good morning ma’am? Can I please take your order?

Customer:  I will have a cup of coffee, black, two sugars, and no cream. That together with a beagle.

Attendant: will that be all?

Customer: Yes

Conversation 4

This conversation is between a middle-aged female attendant and a young family of three. Both parents appear to be in their late 20s and the daughter is about 5 years old.

Attendant: Hello guys! What will you be having this fine evening?

Customer 1(dad): Hello Krystal, we are celebrating today, so everyone will just order what they want.

Attendant: oh that’s good, what are we celebrating?

Customer 2(daughter): its mom’s birthday?

Customer 3(mom): yes it is, and I want all the sweet stuff for everyone. (Everyone laughs)

Attendant: well happy birthday Mrs Collen.

Customer 1(dad): Let’s all have the special today

Customer 3(mom): that a great idea. Give us the special and throw in some Ice cream for dessert.

Attendant: great choice. You’re orders will be ready in a few minutes.

Conversation Analysis

Conversation 1

This conversation has an uptake that influences the conversation. The subject of the weather is introduced by the attendant and the client obliges by following up with a response on their opinion on the weather. The attendant asks the client for their opinion on the weather and the client responds to this question by making a comment.

Conversation 2

This conversation has several uptakes. The customers introduce a topic on the attendant’s beauty and appeal. One of the customers comments on the attendant’s beauty. She obliges by responding with a kind response. She goes ahead to introduce a different topic on her opinion on the clients’ personalities by their appearances and experience in serving them. One of the customers replies by making a remark on her perceptions of them.

Conversation 3

This conversation has no uptake as the interaction between the customer and the attendant is purely professional. The client makes an order that is taken by the attendant. There is no question and/or comment that signifies an uptake.

Conversation 4

This conversation appears to be candid and jovial. One of the customers introduce a topic touching on one of them celebrating their birthday. The attendant responds in kind by congratulating the customer celebrating their birthday.

Reasons for Not Offering and Uptake

Three of these conversations have an uptake that has either been instigated by the customer or attendant. However, there are numerous reasons as to why either the customer or the attendant may not want to offer an uptake they include:

• An individual’s experience from the start of the day to the point on time the conversation is taking place.
• An individual’s past experience with the particular attendant and/or restaurant.
• An individual’s schedule and or responsibilities. An individual may just wish to get their service or offer their service without any familiarity with the other individual in question due to their pending obligations.
• An individual’s personality. Either the customer or the attendant may be an introvert who has little or minimal contact with others.