Communication curtails chaos

It's no shocking matter that I love the observe people and learn about the way they work, the way they think and process information, and the way they convey this information to other human beings, therein continuing the vicious cycle. As a customer service representative in a call center for a mobile phone company, one of the top ten largest in the world, I have gotten the opportunity to speak with a never-ending array of people from throughout the United States. Of course, no one calls customer service to chat; there is always a problem at the root of the call. This has given me a better opportunity to observe people than I could have hoped (which is the only solace I get from working in said call center).

Communication is not just about talking; it covers nearly every aspect of human existence and most certainly every aspect of human development. With every new development, idea, discovery, it has to be communicated, at which time it is mostly likely further developed through communication until these developments can be communicated to the appropriate person/people. Human beings are built to communicate. Even shut-ins with which no one to communicate will communicate with themselves.

When the communication process stops, human development ceases. Personally, I have never been more frustrated than when the communication process deteriorates. It is during these times when human beings are no longer able to move forward. Those developments are no longer being made, whether in one's personal life, relationships, or even career. Nearly everyone has experienced this frustration while fighting with a loved one. Although both parties may be yelling and words are being said, communication ceases and, while the development of the fight may continue, the resolution is impossible until communication is restored. It is during times of fighting, not only in personal relationships but throughout the world, that people behave most inhumanly, due largely to the deterioration of the ever essential communication for a resolution.

Methods of communication are continually being developed. Just last year, the number of mobile phones outgrew the number of home phones utilized by United States residents, further proving that human beings need methods of communicating at all times, not just while they are at home or near a pay phone. Mobile phones are being further developed; cameras are standard on all, and now dual facing cameras allow people to communicate both verbally and nonverbally through the telephone. With the development of technology and the expansion of peoples' lives, people are becoming more detached from one another physically, and technology is relied upon more heavily in order to establish a foundation of communication that is crucial to human life.

Through watching people, albeit over the phone, certain trends occur in cyclic patterns. When customers call customer care to resolve a problem they are having with the most useful tool in their daily lives, I've noticed that, not only do I become frustrated with the deterioration of communication, but lack of communication creates chaos among normal, average, everyday people. I speak with people five days of the week who have a problem with their mobile phones, whether their phones have broken, they have no network coverage, or they cannot pay their bill and fear service interruption. The majority of the calls I receive are because, in one way or another, the caller's communication has been cut off, and their phone no longer works. Speaking with these people, I do my best to help restore their services because, truly, I do know how important it is to be able to communicate, but often as the call begins, and the person on the other end is upset, sometimes crying, yelling, cursing to the heavens, I simply think they are crazy. I think they are crazy until I work to resolve their issue at which time, it is almost as if a switch is flipped, their service is restored, and they become normal, rational, coherent human beings. It is not, in most cases, that they want to get out of paying their bill; one of their most used methods of growing and developing have been cut off. Even if the caller is to blame, being upset is understandable. I often wonder if these people look back on those conversations we had and think, 'Why was I such an ass?' or, 'Why on Earth was I crying to customer care?' but after speaking with enough people who simply have this switch flipped with the resolution of their communication problem, it is safe to say that communication truly does curtail chaos.