Communication is sending or receiving ideas thoughts or feelings from one person to one or more persons in such a way that the person receiving it understands it in the same way the sender wants him/her to understand.
5 The Communication Process The person initiating the communication or broadcasting the message. The specific set of words gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response. SENDER RECEIVER MESSAGE CHANNEL The response from the receiver to the sender. Context FEEDBACK 6 Verbal Versus Written Communication Source Better Business Writing Maryann V. Piotrowski 1995 7 Verbal Communication 8 Verbal Communication Pointers
Make your messages appropriate to the receiver.
Use understandable language but not slang.
Be aware of how long you speak. As a general rule try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening.
Focus on one topic at a time.
Try to be positive even when talking about negative situations.
9 Rules for Communication
Ensure it fits the purpose
10 Non-Verbal Communication 11 Words 7 Body Language 55 Tone of Voice 38 Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number LAG -I-00-98-00011-00 Task Order Number 804 12 Positive Non-Verbal Communications
Smiling there is nothing like a smile and pleasant face to greet a customer especially if he/she has a complaint.
Eye contact always look into your customers eyes. Directly address customers.
How you look personal grooming has a big impact on your customers. Let customers know you take seriously your position.
Shaking hands when shaking hands with a customer a firm and professional handshake is expected.
Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid. - Doug Firebaugh
14 Contact Information
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Pramila Mathew - Training Consultant and Executive Coach Mobile 91-9840988449 E-mail Pramila.Mathew_at_mmmts.com Vikas Vinayachandran - Training Consultant Mobile 91-9840932894 E-mail Vikas_at_mmmts.com
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