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 & receiver 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?

1. VERBAL: speaking and listening

2. NON-VERBAL: facial expression, observation, behavior

3. WRITTEN: writing and speaking

Discuss & list some examples for the above in the context of school and a shopping mall.

INTERNAL COMMUNICATION

Hospital Director

Surgeon Doctor Doctor

Head Nurse

Nurse

NurseNurse

Downward communication

Upward communication

Horizontal communication

INTERNAL COMMUNICATION

Takes place within the workplace among supervisors, subordinates & colleagues

3 types of internal communication:

1. Downward flow

2. Upward flow

3. 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 ineffective 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

1. Verbal communication: “thank you” or “WHY?!?”

2. Non-verbal communication: frown, smile, crossing of arms, etc

3. 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?

1. Better internal working relationships with colleagues, employees and supervisors

2. Stronger external business relationships with customers and suppliers

3. Better company’s image

4. 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

1. 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

2. 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?

3. 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

4. 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:

1. Face-to-face communication (FTF)

2. Written communication

3. Telephone communication

COMMUNICATION METHODS

1. During FTF communication, verbal, non-verbal and listening skills are used.

Name some examples where all the three skills are used.

COMMUNICATION METHODS

2. 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 ExercisePage 212 Literacy Activity 1Page 215 Literacy Activity 2