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Chapter 8 Communicating with Customers
What is Communication? <ul><li>Process by which a person (sender conveys a message to another person (receiver). It takes ...
Why do we communicate? <ul><li>To get work done </li></ul><ul><li>Tell others about their products </li></ul><ul><li>Tell ...
Internal communications <ul><li>Internal communication takes place within the workplace among supervisors, surbordinates a...
Internal communications <ul><li>Downward flow (internal communication) supervisor give verbal orders or written instructio...
External communications <ul><li>Examples: </li></ul><ul><li>Salesperson interacts with customers </li></ul><ul><li>Salespe...
External communications <ul><li>External communication take place outside the workplace between staff customers, suppliers...
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Chapter 8 communications

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Transcript of "Chapter 8 communications"

  1. 1. Chapter 8 Communicating with Customers
  2. 2. What is Communication? <ul><li>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 </li></ul>
  3. 3. Why do we communicate? <ul><li>To get work done </li></ul><ul><li>Tell others about their products </li></ul><ul><li>Tell others about themselves </li></ul><ul><li>Discuss new ideas </li></ul>
  4. 4. Internal communications <ul><li>Internal communication takes place within the workplace among supervisors, surbordinates and colleagues. </li></ul>
  5. 5. Internal communications <ul><li>Downward flow (internal communication) supervisor give verbal orders or written instructions </li></ul><ul><li>Upward flow (Internal communication) Staff give verbal feedback, send written report and write email to supervisors </li></ul><ul><li>Horizontal flow (Internal communication) Collegues give verbal feedback to each other within and outside the department. </li></ul>
  6. 6. External communications <ul><li>Examples: </li></ul><ul><li>Salesperson interacts with customers </li></ul><ul><li>Salesperson distributes promotional brochure to the PUBLIC </li></ul><ul><li>Staff send e-mails to letter to suppliers or receive emails </li></ul><ul><li>Staff order goods from suppliers </li></ul><ul><li>Managers puts up advertisements to promote the products and services </li></ul>
  7. 7. External communications <ul><li>External communication take place outside the workplace between staff customers, suppliers and the general public. </li></ul>
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