Direct feedback is a response that comes from the

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Direct feedback is a response that comes from the receiver. Direct feedback can be both verbal and non-verbal, and it may involve signs, symbols, words, or sounds. You may send an email to a customer who inquired about your water pump, offering to send a printed brochure, and have a local sales representative call. In order to do so, you will need the customer’s mailing address, physical location, and phone number. If the customer replies simply with “Thanks!”—no address, no phone number—how do you interpret this direct feedback? Communication is dynamic and complex, and it is not always easy to understand or predict it. Just as non-verbal gestures do not appear independent of the context in which the communication interaction occurs, and often overlap, recycle, and repeat across the interaction, the ability to identify clear and direct feedback can be a significant challenge. In face-to-face communication, yawns and frequent glances at the clock may serve as a clear signal (direct feedback) for lack of interest, but direct feedback for the writer is less obvious. It is a rare moment when the article you wrote is read in your Unless otherwise noted this material is licensed under a Creative Commons Attribution 4.0 License Foundations of Professional Communication Professional Communications OER Page 99 of 126
presence and direct feedback is immediately available. Often, feedback comes to the author long after the article is published. Indirect Feedback I ndirect feedback is a response that does not come directly from the receiver or source. The receiver may receive the message and may become the source of the response, but they may not communicate the response directly to you, the author. Your ability to track who accesses your website, what they read, and how long their visit lasts can constitute feedback to guide your writing. You may also receive comments, emails, or information from individuals within your organization about what customers have told them. This is another source of indirect feedback. The fact that the information is not communicated directly may limit its reliability, but it does have value. Check Your Understanding Direct feedback only occurs when all parties involved are together at the same time. True False Non-verbal feedback is not considered direct feedback. True False A blog’s comment section is a direct feedback tool. True False A message initiated by email to a specific person is a type of direct feedback. True False Non-verbal feedback is considered to be indirect feedback. True False Indirect feedback is usually more reliable than direct feedback because of the way it is communicated. True False Which one of the following best describes indirect feedback? Unless otherwise noted this material is licensed under a Creative Commons Attribution 4.0 License Foundations of Professional Communication Professional Communications OER Page 100 of 126
a) Feedback that comes directly from the source b) Feedback that comes directly from the receiver c) Customer comments to a department manager about a staff member d)

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