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Supply Chain Management
Customer Service OperationsLB V
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
10-2
• Learning Objectives:• Communication Methods• Characteristics of the Communication
Methods• Key Points of Communication• Barriers to Effective Communication
& how to overcome them
Communication Process & Technology
LO1
10-3
What is Communication?
• Communication is the transfer of information between people and places• It involves sending and receiving
information
LO1
10-4
What is Communication?
•Categories of Communication are:•Written Communication•Verbal Communication•Visual Communication
LO1
10-5
What is Communication?
• Less Easy to Read forms of Communication are:•Body language• Facial Expression•Tone of Voice
LO2
10-6
The Communication Process
• Effective Communication:•Understand your audience•Understand your message• Select appropriate form• Sometimes it is necessary to
use more than one methodLO2
10-7
• To confirm that communication has taken place:• Receive feedback from receiver to
ensure that the message has been received and understood
The Communciation Process
LO3
10-8
Communication in Customer Service
• There are estimates that two-thirds of lost customers come from poor customer service, NOT dissatisfaction with the product or competition• We must watch how we act or re-act,
what we say, & the words we use
LO4
10-9
Methods of Communication
• Communication channel refers to the means of communication used• Methods of communication include:• E-mail• Voice mail• Phone• Texting
LO4
10-10
Methods of Communication
• Choose the appropriate channel•Written communication is best used to communicate to a
large group where little or no additional explanation is required• Verbal communication is best for more complex messages
where feedback is required
LO5
10-11
Methods of Communication
• Some people receive messages better verbally or in written form while others prefer visual messages such as:• Charts• Images• Graphs
LO5
10-12
Written Communication
• Always write with your audience in mind• Witten communication reaches a far
wider audience than face-to-face or telephone• Avoid spelling, grammar, and
punctuation errors that lead to negative impression
10-13
Verbal Communication
• Verbal communication involves the spoken word.• Types of verbal communication:•Communication between two
or more individuals•Public speaking
10-15
Listening Skills
• Involves an active effort to understand others. We must listen to understand by:• Listening for meaning behind words• Seek clarification• Apply appropriate listening skills• Avoid “road blocks”
10-16
Nonverbal Communication
• Studies show that only a small percentage of communication is verbal• Nonverbal communication often
sends a clearer message than words alone
10-17
Nonverbal Communication
• A basic understanding of nonverbal communication and how to interpret it can help improve interaction with others• Examples of nonverbal communication:• Hand gestures• Facial Expressions• Tone of voice
10-18
Visual Communication
• Visual communication involves all images used in communication such as:• Signs, Posters• Drawings, Tables• Diagrams, Photographs• Television advertisement
10-19
Visual Communication
• Visual Communication uses images to:• Persuade• Entertain• Inform• Enlighten customers (potential)
10-20
Visual Communication
• Visual Communication Technology Include:•Television•DVD’s•Computer Displays
10-21
Barriers to Communication
• Barriers are things within us that cause us to hear things differently• More than one barrier can be
present at the same time on the part of the sender and/or receiver
10-22
Common Barriers to Communication
• The use of unfamiliar terms• Lack of attention by receiver• Language differences• Differences in view or perception• Cultural differences• Preconceived ideas and notions
10-23
Guidelines to Effective Communication
• Effective communication means focusing on what you want to communicate• Clear Communication helps to
avoid misunderstandings and potential conflict