1. Communication Essentials
Chapter 9

2. Objectives Explain each of the elements in the communication process.
11/19/2019
Objectives
Explain each of the elements in the communication process.
Identify the behaviors of people who communicate using different communication styles.
Compose examples of open, probing, closed, alternative choice, leading, and direct questions.
Know the fundamentals of business writing.

3. Communication
58% of effective communication is carried in our body language,
35% in our voice inflection and tone,
And only 7% in our actual words

4. The Human Communication Process
A message arrives from a sender, & the senses pick up the message & relay it to the receiver
Called the encoding process
The receiver filters the message & gives it a unique meaning. The meaning triggers a response, & the receiver returns (by voice, writing, gestures) the shared understanding of the message to the sender
Called the decoding process
Message transmitted back to the original sender is called feedback

5. The Communication Model
Six
Elements
Sender: having an idea to share with another person
Receiver: Person the sender is trying to communication with. Feedback is sent
Message: Message containing more than words
Channel: written vs. vocal communication
Shared understanding: Sender understanding the receiver
Feedback: Receiver’s reaction sent back to sender

6. The Communication Process
Information
2. Communication Channel
3. Receiver Decoding Process
4. Feedback
1. Sender
Encoding Process

7. Mixed Message
A mixed message is a single communication that contains two meanings.
One part is positive: usually verbal part
Other part is negative: usually nonverbal component

8. What do you think?
Describe a recent experience you’ve had with another person where a mixed message occurred.

9. Communication Styles Aggressive Closed-minded Poor listener
Fosters resistance, defiance, and retaliation
Passive
Indirect
Hesitant to say what is on his or her mind
Tends to agree externally while disagreeing internally
Assertive
Effective active listener
Open to negotiating, bargaining, and compromising in ways that everyone wins

10. Communication Styles

11. Communication Role Playing
Get with a partner.
You will create a scenario in which you have a conflict with someone else. Base the scenario on the communication style you have given. Next, role play the situation with your partner.
Class will then have to decide which communication style you have

12. Communication Scenarios

13. What do you think?
Do you think you are most typically an aggressive, passive, or assertive communicator? In what circumstances does your communication style change?

14. Communicating with Customers
Use an assortment of question types:
Open questions: usually begin with action verbs or “How”, “What”, or “Why”
Probing questions: use information already established to clarify points & ask for more details
Closed questions: usually elicit a yes or no answer
Alternative choice questions: provides alternatives for the customer to choose from
Leading questions: help speed up interactions with people who find it difficult to make a final decision
Direct questions: can be open or closed but always includes the name of the other person and the question is posed as an instruction

15. Questioning Activity
There are 6 sheets on your table. Label each one as a different questioning type:
Open
Probing
Closed
Alternative choice
Leading
Direct
As a table, brainstorm and write 2 questions that goes along with that questioning type.

16. Communicating with Customers
When answering questions,
Understand the question.
Decide whether you know the answer.
Remember, you are the expert.
Take enough time.
Smile.
Avoid responding to a question with a question.
Be careful with your power.
When you don’t know, admit it.

17. Using Positive Language
Positive language projects a helpful, encouraging feeling rather than a destructive, negative one.
Negative language conveys a poor image to customers and may cause conflict and confrontation where none is necessary.

18. Handling Customer Requests
The best response to a service request is “yes”, but sometimes “I’m not sure” cannot be avoided, or “no” is even required.
Saying “Yes”: Use friendly voice tone, combined with positive, cheerful words. Clearly tell the customer what you can do for them.
Saying “No”: Empathize with the customer & help if you can. Explain why you cannot complete the request while choosing words that are calming & soothing.
Saying “I’m not sure”: Always follow this statement with, “But I’ll be happy to find out.”

19. Language that Makes a Difference Activity

20. Sensitive Issues
It is important for CSRs to be aware that customer responses may be influenced by factors beyond the “typical” concerns of billing, deliveries, or faulty merchandise.
CSRs must keep in mind that some of the customers they encounter may be under personal distress.

21. Ethics/Choices
How would you act in response to a customer who was talking to you about exchanging a faulty product for an account credit, and suddenly his/her eyes filled with tears and he/she was unable to continue?

22. Fundamentals of Business Writing
CSRs need to compose documents ( s to formal letters) that educate, persuade, inform, or enlighten the customer.
The most important strategy when writing is to be clear.
The costs of sloppy and poorly written documents with spelling and grammatical errors can be staggering to organizations.

23. Reminders When Writing Business Documents
Identify the audience and then put yourself in your audience’s shoes as you write for understanding.
Write clearly with a purpose in mind.
Get to the point by presenting your message in concise, easy-to-understand, and grammatically correct language.

24. Use the Proper Tone
Tone refers to the writer’s attitude toward the reader and the subject of the message.
The tone of written communication should be:
confident.
courteous and sincere.
nondiscriminatory.
positive.

25. The New CSR- Temporary Hire
A temporary, 6-month CSR position has been filled at Dallas Distribution Center. The new hire is Abhey Patel, a very nice & bright person, who everyone agrees works extremely hard. Abhey has recently established citizenship in America from his homeland, India. Realizing the need to write to customers using proper English and grammar, the other CSRs have been covering for Abhey, proofreading his letters & messages for him. He is currently enrolled in an ESL (English as a Second Language) night class, but he hasn’t mastered all the fine points yet.
What are some ways that Abhey can complete his duties on his own more easily?
Do you feel that the supervisor should be informed that Abhey has not yet developed his business writing skills & that others are helping him with his work? Is this practice of helping Abhey hurting his co-workers or the company? Explain