2 Channels of Communication in SER Industry The avenues through which messages are deliveredForms of Communication include:Face-to-face communication with consumersTelephone calls (telemarketing/sales)Press releases, letters, reportss ( blasts)
3 What is CommunicationThe process of exchanging messages between a sender and a receiverCommunication skills include listening, reading, speaking and writingGood communication skills are key to effective communicationSenderReceiver
4 Telephone Calls Telemarketing to sell season tickets Calling to see if their company provided you with excellent customer serviceConsumer feed-back, suggestions, etcMessage is communicated solely by voiceMust make sure you have a pleasant voice
5 Online communicationOnline communication is the fastest and most informal form of communicationCompanies use many channels of online communication, which include:Blogs and chatsNewslettersOnline Press Releases
6 Social NetworksUsing social networks is a must for sports, entertainment and recreation companiesCompanies are constantly letting their “fans” know what they are doing and whereBusinesses are using social networks to reach their niche target markets
7 Communication in the workplace Team Member Team MemberFootball – Coaches talk to Quarterback in helmetTeam Encouragement – team members shout “encouraging” words to follow players on the fieldMedia The FansAll pro sports – media interviews with coaches and playersCommentators – giving play by play analysis of the gamesTV talk shows and internet – provide highlights and up to date information about athletes and teams
8 Communication in the workplace Communication in the sports industry, like any other workplace, is critical.You must be able to communicate with co-workers, or members of your team, in order to get the job doneYou must understand social cues to interact with co-workersPlayers, coaches and management must have good communication in order to be successful as a team
9 Check Point Activity What is communication? What are the different channels of communication?What form of communication is essential this day in age?In what ways do we see communication in sports?
10 Nonverbal Communication Expressing yourself without the use of wordsFacial expressions, hand motions, eye movements, etc.
11 Positive EffectsHelp give you clues about a customer’s mood and interest in a productCan reinforce what was said verballyCan be used as a substitute for a verbal messageGestures or facial expressions
12 Negative Effects May be misunderstood May contradict a verbal meaning Nod reinforces a positive message, but a wink may contradict itCan create tension in communication
13 Review What is nonverbal communication? What are the positive/negative effects?Why is it important to observe nonverbal communication in co-workers? In customers?What are some nonverbal cues that have different meanings in different cultures? How do these affect communication?
14 AssignmentStudents will apply their knowledge of effected communicationAll About Me PowerPoint