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COMMUNICATION
ESSENTIALS
Chapter 9
Objectives
Explain each of the elements in the communication
process.
Identify the behaviors of people who communicate using
different communication styles.
Compose examples of open, probing, closed, alternative
choice, leading, and direct questions.
Know the fundamentals of business writing.
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Communication
58% of effective communication is
carried in our body language,
35% in our voice inflection and tone,
And only 7% in our actual words
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The Human Communication
Process
A message arrives from a sender, & the senses pick up the
message & relay it to the receiver
◦ Called the encoding process
The receiver filters the message & gives it a unique meaning. The
meaning triggers a response, & the receiver returns (by voice,
writing, gestures) the shared understanding of the message to
the sender
◦ Called the decoding process
Message transmitted back to the original sender is called
feedback
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The Communication Model
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The Communication Process
2. Communication
Channel
1. Sender
Encoding Process
Information
3. Receiver
Decoding Process
4. Feedback
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Mixed Message
A mixed message is a single
communication that contains two
meanings.
◦ One part is positive: usually verbal part
◦ Other part is negative: usually nonverbal
component
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What do you think?
Describe a recent experience you’ve
had with another person where a mixed
message occurred.
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Communication Styles
Aggressive
Passive
Assertive
• Closed-minded
• Poor listener
• Fosters
resistance,
defiance, and
retaliation
•Indirect
•Hesitant to say
what is on his or
her mind
•Tends to agree
externally while
disagreeing
internally
• Effective active
listener
• Open to
negotiating,
bargaining, and
compromising
in ways that
everyone wins
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Communication Styles
https://www.youtube.com/watch?v=o6LcPfnwGec
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Communication Role Playing
Get with a partner.
You will create a scenario in which you have a conflict with
someone else. Base the scenario on the communication
style you have given. Next, role play the situation with your
partner.
Class will then have to decide which communication style
you have
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Communication Scenarios
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What do you think?
Do you think you are most typically an
aggressive, passive, or assertive
communicator? In what circumstances does
your communication style change?
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Communicating with Customers
Use an assortment of question types:
◦ Open questions: usually begin with action verbs or “How”, “What”, or “Why”
◦ Probing questions: use information already established to clarify points & ask for more
details
◦ Closed questions: usually elicit a yes or no answer
◦ Alternative choice questions: provides alternatives for the customer to choose from
◦ Leading questions: help speed up interactions with people who find it difficult to make a
final decision
◦ Direct questions: can be open or closed but always includes the name of the other
person and the question is posed as an instruction
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Questioning Activity
There are 6 sheets on your table. Label each one as a
different questioning type:
◦ Open
◦ Probing
◦ Closed
◦ Alternative choice
◦ Leading
◦ Direct
As a table, brainstorm and write 2 questions that goes
along with that questioning type.
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Communicating with Customers
When answering questions,
◦ Understand the question.
◦ Decide whether you know the answer.
◦ Remember, you are the expert.
◦ Take enough time.
◦ Smile.
◦ Avoid responding to a question with a question.
◦ Be careful with your power.
◦ When you don’t know, admit it.
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Using Positive Language
Positive language projects a
helpful, encouraging feeling
rather than a destructive,
negative one.
Negative language conveys a
poor image to customers
and may cause conflict and
confrontation where none is
necessary.
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Handling Customer Requests
The best response to a service request is “yes”, but
sometimes “I’m not sure” cannot be avoided, or
“no” is even required.
◦ Saying “Yes”: Use friendly voice tone, combined with
positive, cheerful words. Clearly tell the customer what
you can do for them.
◦ Saying “No”: Empathize with the customer & help if you
can. Explain why you cannot complete the request while
choosing words that are calming & soothing.
◦ Saying “I’m not sure”: Always follow this statement with,
“But I’ll be happy to find out.”
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Language that Makes a
Difference Activity
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Sensitive Issues
It is important for CSRs to be aware that customer
responses may be influenced by factors beyond the
“typical” concerns of billing, deliveries, or faulty
merchandise.
CSRs must keep in mind that some of the customers they
encounter may be under personal distress.
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Ethics/Choices
How would you act in response to a
customer who was talking to you about
exchanging a faulty product for an account
credit, and suddenly his/her eyes filled with
tears and he/she was unable to continue?
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Fundamentals of Business Writing
CSRs need to compose documents (e-mails to formal
letters) that educate, persuade, inform, or enlighten
the customer.
The most important strategy when writing is to be
clear.
The costs of sloppy and poorly written documents with
spelling and grammatical errors can be staggering to
organizations.
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Reminders When Writing
Business Documents
Identify the audience and then put yourself in your
audience’s shoes as you write for understanding.
Write clearly with a purpose in mind.
Get to the point by presenting your message in concise, easy-to-understand,
and grammatically correct language.
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Use the Proper Tone
Tone refers to the writer’s attitude toward the reader
and the subject of the message.
The tone of written communication should be:
◦ confident.
◦ courteous and sincere.
◦ nondiscriminatory.
◦ positive.
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The New CSR- Temporary Hire
A temporary, 6-month CSR position has been filled at Dallas Distribution Center.
The new hire is Abhey Patel, a very nice & bright person, who everyone agrees
works extremely hard. Abhey has recently established citizenship in America from
his homeland, India. Realizing the need to write to customers using proper English
and grammar, the other CSRs have been covering for Abhey, proofreading his letters
& e-mail messages for him. He is currently enrolled in an ESL (English as a Second
Language) night class, but he hasn’t mastered all the fine points yet.
1.
What are some ways that Abhey can complete his duties on his own more
easily?
2.
Do you feel that the supervisor should be informed that Abhey has not yet
developed his business writing skills & that others are helping him with his
work? Is this practice of helping Abhey hurting his co-workers or the company?
Explain
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