Communicating With Customers Part 1


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EBS Chapter 8 Part 1

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Communicating With Customers Part 1

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