Chapter 8 communications

1,320 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,320
On SlideShare
0
From Embeds
0
Number of Embeds
556
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

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>

×