Communication is inherent to the functioning of any business. In every company serious problems
occur when there is communication break-down; instructions are misunderstood, a joking remark
leads to someone being angry, or when informal comments to a customer are distorted. These are
only a few examples of how communication affects the regular functioning of any organization.
Communication is inescapable in any business' functioning, but unsuccessful communication is
avoidable. Everything you do will communicate something to someone, and especially to your
customers. You need to understand what effect you cause by what you are communicating and how
to communicate so that your customers can understand you clearly. Clear communication with your
customers is crucial in developing a customer service oriented business.
The process of communication contains five elements: the communicator, the message, the medium,
the receiver, and the feedback. A much simpler summary involves who.
..with what effect?
Effective communication is the direct product of a common understanding between the person
communicating something and the person receiving. The word communication in Latin literally
means, communis, meaning "common". The communicator of any idea is seeking to establish
"commonness" with their receiver.
Communication: Transmitting information and understanding, using verbal or nonverbal symbols.
As you can see from the definition of communication we communicate through symbols, and these
can be something said verbally or something we say nonverbally. Of the two, nonverbal
communication is the most complicated. One of the most interesting facts found by researchers is
that nonverbal communication cannot be repressed. Meaning, that try as we might, we cannot stop
ourselves from communicating nonverbally. We can practice scripts, or control ourselves from
expressing thoughts or feelings verbally, but no matter what we will communicate something with
our actions. If, for example, we try to remain calm and passive in a heated argument the receiver
may perceive that we are inexpressive, emotionless, withdrawn, and uptight.
We are in a constant state of either sending or receiving messages to one another. Through all of this
we are trying to find "commonness" with another person. In customer service we have to be able
find that common ground in order to provide the best service possible.
Any person expressing an idea, an intention, information, or a purpose.
The function of encoding is to provide a form in which ideas and purposes can be expressed as a
message. The encoding process must take place that will translate the communicator's ideas into a
set of symbols – a mode of communication. When a customer calls with a concern, opinion, or
question their communication is formed by putting together information they have gathered. They
are encoding that information into verbal communication to give to you.