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Supply Chain Management Customer Service Operations LB V Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Communication Process & Technology • Learning Objectives: • Communication Methods • Characteristics of the Communication Methods • Key Points of Communication • Barriers to Effective Communication & how to overcome them LO1 10-2 What is Communication? • Communication is the transfer of information between people and places • It involves sending and receiving information LO1 10-3 What is Communication? • Categories of Communication are: • Written Communication • Verbal Communication • Visual Communication LO1 10-4 What is Communication? • Less Easy to Read forms of Communication are: • Body language • Facial Expression • Tone of Voice LO2 10-5 The Communication Process • Effective Communication: • Understand your audience • Understand your message • Select appropriate form • Sometimes it is necessary to use more than one method LO2 10-6 The Communciation Process • To confirm that communication has taken place: • Receive feedback from receiver to ensure that the message has been received and understood LO3 10-7 Communication in Customer Service LO4 • There are estimates that two-thirds of lost customers come from poor customer service, NOT dissatisfaction with the product or competition • We must watch how we act or react, what we say, & the words we use 10-8 Methods of Communication • Communication channel refers to the means of communication used • Methods of communication include: • E-mail • Voice mail • Phone • Texting LO4 10-9 Methods of Communication • Choose the appropriate channel LO5 • Written communication is best used to communicate to a large group where little or no additional explanation is required • Verbal communication is best for more complex messages where feedback is required 10-10 Methods of Communication • Some people receive messages better verbally or in written form while others prefer visual messages such as: • Charts • Images • Graphs LO5 10-11 Written Communication • Always write with your audience in mind • Witten communication reaches a far wider audience than face-to-face or telephone • Avoid spelling, grammar, and punctuation errors that lead to negative impression 10-12 Verbal Communication • Verbal communication involves the spoken word. • Types of verbal communication: • Communication between two or more individuals • Public speaking 10-13 Verbal Communications • Issues that can arise: • Misunderstanding of meaning • Language barriers 10-14 Listening Skills • Involves an active effort to understand others. We must listen to understand by: • Listening for meaning behind words • Seek clarification • Apply appropriate listening skills • Avoid “road blocks” 10-15 Nonverbal Communication • Studies show that only a small percentage of communication is verbal • Nonverbal communication often sends a clearer message than words alone 10-16 Nonverbal Communication • A basic understanding of nonverbal communication and how to interpret it can help improve interaction with others • Examples of nonverbal communication: • Hand gestures • Facial Expressions • Tone of voice 10-17 Visual Communication • Visual communication involves all images used in communication such as: • Signs, Posters • Drawings, Tables • Diagrams, Photographs • Television advertisement 10-18 Visual Communication • Visual Communication uses images to: • Persuade • Entertain • Inform • Enlighten customers (potential) 10-19 Visual Communication • Visual Communication Technology Include: • Television • DVD’s • Computer Displays 10-20 Barriers to Communication • Barriers are things within us that cause us to hear things differently • More than one barrier can be present at the same time on the part of the sender and/or receiver 10-21 Common Barriers to Communication • The use of unfamiliar terms • Lack of attention by receiver • Language differences • Differences in view or perception • Cultural differences • Preconceived ideas and notions 10-22 Guidelines to Effective Communication • Effective communication means focusing on what you want to communicate • Clear Communication helps to avoid misunderstandings and potential conflict 10-23 Use of Words • It is important to use words that are positive, optimistic, and constructive. This shows confidence and helpfulness • Negative words express the opposite and leaves customers feeling put-off and downbeat 10-24