AVSC 1030 Lesson 13 - Lesson 13 INTRODUCTION Communication...

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Lesson 13 INTRODUCTION 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. COMMUNICATION PROCESSES The process of communication contains five elements: the communicator, the message, the medium, the receiver, and the feedback. A much simpler summary involves who. ..says what. ..in which way. ..to whom. ..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we try to remain calm and passive in a heated argument the receiver may perceive that we are inexpressive, emotionless, withdrawn, and uptight.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. COMMUNICATION MODEL Communicator Any person expressing an idea, an intention, information, or a purpose. Encoding 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. Message
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This note was uploaded on 09/04/2011 for the course AVSC 1030 taught by Professor Smith during the Spring '11 term at Utah Valley University.

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AVSC 1030 Lesson 13 - Lesson 13 INTRODUCTION Communication...

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