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Communicating With Customers Part 1
 

Communicating With Customers Part 1

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EBS Chapter 8 Part 1

EBS Chapter 8 Part 1

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    Communicating With Customers Part 1 Communicating With Customers Part 1 Presentation Transcript

    • CHAPTER 8: COMMUNICATING WITH CUSTOMER PART 1
    • WHAT HAPPENED?
      • Watch the following videos: http://www.youtube.com/watch?v=t21PnHRbOrs
      • http://www.youtube.com/watch?v=I7rm-yadkGY
      • What happened? Discuss with your partner.
      • What could have been improved?
    • COMMUNICATION
      • Who? The sender & receive r
      • What? Message such as an idea, information, etc
      • Therefore communication is a process by which a person ( sender ) conveys a message to another person ( receiver ).
    • HOW to communicate?
      • VERBAL : speaking and listening
      • NON-VERBAL : facial expression, observation, behavior
      • WRITTEN : writing and speaking
      • Discuss & list some examples for the above in the context of school and a shopping mall.
    • INTERNAL COMMUNICATION Downward communication Upward communication Horizontal communication Hospital Director Surgeon Doctor Doctor Head Nurse Nurse Nurse Nurse
    • INTERNAL COMMUNICATION
      • Takes place within the workplace among supervisors, subordinates & colleagues
      • 3 types of internal communication:
      • Downward flow
      • Upward flow
      • Horizontal flow
    • EXTERNAL COMMUNICATION
      • Takes place outside the workplace between staff & customers, suppliers and the general public
      • In the context of the hospital, list some examples of external communication
    • INEFFECTIVE COMMUNICATION
      • Referring to the first video in the beginning, what are the results or effects of in effective communication?
      • Loss of sales
      • Bad reputation
      • Leading to further loss of sales in future
    • INEFFECTIVE COMMUNICATION
      • Ineffective communication happens when the receiver did not receive the message clearly as it is intended to .
      • This results in miscommunication . And the results can be costly, some as a breakdown in a friendship, relationship and monetary.
      • Discuss some examples of miscommunication which you have encountered and the results.
    • EFFECTIVE COMMUNICATION
      • How do you know if the communication process has been effective?
      • Via the channel call feedback .
    • EFFECTIVE COMMUNICATION 1. Sender sends message to receiver 2. Receiver receives & uncodes the message 3. Receiver responds & feedback to the sender.
    • EFFECTIVE COMMUNICATION
      • Feedback can be in the form of
      • Verbal communication: “ thank you ” or “WHY?!?”
      • Non-verbal communication: frown, smile, crossing of arms, etc
      • Written communication: email or letter of appreciation or complaint
      • Notice that feedback can be positive or negative .
    • EFFECTIVE COMMUNICATION
      • Then, what are the benefits of having an effective communication?
      • Better internal working relationships with colleagues, employees and supervisors
      • Stronger external business relationships with customers and suppliers
      • Better company’s image
      • Higher sales and lower costs to the company
    • COMMUNICATION SKILLS
      • According to research, the total impact of a message received by an individual is in the form of:
      • Verbal: 7%
      • Quality of voice: 38%
      • Non-verbal: 55%
    • COMMUNICATION SKILLS
      • During verbal communication, the following is important:
      • Tone of voice
      • Choice of words
    • COMMUNICATION SKILLS
      • Practice the following using different tones:
      • “ Good morning, this is Alice on the line, how can I help you?”
      • And what is your response?
      • Practice this:
      • “ Good morning, what do you want?”
      • How do you FEEL? And what is your response?
    • COMMUNICATION SKILLS
      • Non -verbal communication, the following is important:
      • Body language
      • Gestures
      • Position of our body
      • Facial expressions
      • Eye contact
      • Try acting some of them! What are their meanings ?
    • COMMUNICATION SKILLS
      • “ Hearing is NOT the same as listening!”
      • What do you understand by this statement?
      • What are the aspects of some good listening skills?
    • COMMUNICATION SKILLS
      • A good listener should be able to demonstrate some of the following:
      • Clarifying
      • Reflection of feelings
      • Questioning
      • Paraphrasing
      • Summarising
    • COMMUNICATION SKILLS
      • We must take note of the following during writing :
      • Presentation
      • Content
      • Tone
      • Clarity
      • Examples: memorandum, emails, letters, notices, etc.
    • COMMUNICATION SKILLS
      • In groups of 4, try writing an email to the Principal, informing her the condition of the school toilet.
      • It can be positive or negative comments.
      • It can be the toilets in both male and female toilets or either one.
      • Keep it within 2 paragraphs.
    • COMMUNICATION METHODS
      • In general, there are 3 methods of communication:
      • Face-to-face communication (FTF)
      • Written communication
      • Telephone communication
    • COMMUNICATION METHODS
      • During FTF communication, verbal, non-verbal and listening skills are used.
      • Name some examples where all the three skills are used.
    • COMMUNICATION METHODS
      • In some situations, written communication is preferred because
      • It helps us remember what has been said
      • It acts as proofs and records of business deals
      • It reflects the importance of the event
      • It acts as follow-up on meetings and discussions
      • Textbook Exercise
      • Page 212 Literacy Activity 1
      • Page 215 Literacy Activity 2