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Chapter 8 communications
 

Chapter 8 communications

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    Chapter 8 communications Chapter 8 communications Presentation Transcript

    • Chapter 8 Communicating with Customers
    • What is Communication?
      • Process by which a person (sender conveys a message to another person (receiver). It takes places when a message, an idea, or a piece of information is passed from individual, group or organisation to another individual, group or organisation
    • Why do we communicate?
      • To get work done
      • Tell others about their products
      • Tell others about themselves
      • Discuss new ideas
    • Internal communications
      • Internal communication takes place within the workplace among supervisors, surbordinates and colleagues.
    • Internal communications
      • Downward flow (internal communication) supervisor give verbal orders or written instructions
      • Upward flow (Internal communication) Staff give verbal feedback, send written report and write email to supervisors
      • Horizontal flow (Internal communication) Collegues give verbal feedback to each other within and outside the department.
    • External communications
      • Examples:
      • Salesperson interacts with customers
      • Salesperson distributes promotional brochure to the PUBLIC
      • Staff send e-mails to letter to suppliers or receive emails
      • Staff order goods from suppliers
      • Managers puts up advertisements to promote the products and services
    • External communications
      • External communication take place outside the workplace between staff customers, suppliers and the general public.