2. WHAT IS COMMUNICATION? “ It is defined a transfer of Knowledge, Information, Perceptions and Understanding between Various Parts and Members of Organization”. Communication can be a distinct advantage that separates an organization’s product OR service from its competitors.

3. COMMUNICATION PROCESS The basis of any successful communication program is a clear understanding of the communication process, seen from the customers view point as: From unawareness to awareness It tells people about your Offering/Product/Services. From awareness to comprehension It explains specific offering. From comprehension to conviction It establishes your credibility. From conviction to action It makes customer to buy your Product/Services.

4. COMMUNICATION CHANNELS SENDER ENCODES MESSAGES DECODES MESSAGES RECEIVER RESPONSE ENCODES RESPONSE COMMUNICATION MODEL NOISE It is a marketing communication term, which describes all the distractions experienced by consumers as they are hit with hundreds of different messages from other organizations. To understand the process of communication please see the following model very carefully

5. MESSAGE AND MEDIUM The five essential components of every individual communication are the same: Source/Sender: It is the communicator itself i.e. the person or organization which originated the message. Message: Also known as the “Marketing Message” is the information to be communicated to the external world about the organization. It should be informative and persuasive. Medium/Channel: It is the channel used for communicating the message. Receiver: The target audience. Response: A set of desired reactions that will benefit the source.

6. Be friendly, courteous and sincere: treat your prospects on a person to person basis. Use their name frequently: remember that the sweetest sound to a person is his or her own name. Let them talk: be alert and flexible. Think before you speak. Be positive: a ‘can do’ attitude will keep your prospects tuned in.

7. Speak in terms with which they are familiar: avoid slang; buzz words, technical jargon or language that has no meaning for them. Don’t waste time and confuse the issues. Think carefully about what you are going to say. Don’t use 10 words when you can say it in three. Don’t try to impress your prospects with vocabulary. Use simple words.

8. Speak clearly. It may irritate your prospects if they ask Speak clearly. It may irritate your prospects if they ask you to repeat what you have said. you to repeat what you have said. Ask questions to maintain interest. Asking questions gives Ask questions to maintain interest. Asking questions gives the other person a feeling of importance. the other person a feeling of importance. Know when to end a conversation: if your prospect keeps Know when to end a conversation: if your prospect keeps looking at his or her watch or showing other signs of looking at his or her watch or showing other signs of disinterest, it’s time to change or end your conversation. disinterest, it’s time to change or end your conversation. Leaving gracefully as time is important in building a Leaving gracefully as time is important in building a long term relationship with prospects. long term relationship with prospects.

9. FLOWER ‘APPROACH TO LISTENING’ Listening is difficult. Most people like to talk, but you can not listen while you are talking, Learn to listen and watch. Allah has given you two ears and one mouth that means Human Body is “double design” for listening.

10. F F Stands for Face the prospect/speaker L L Stands for Lean towards the person who is speaking O O Stands for Open mindedness, do not have negative thoughts about the speaker W W Stands for Watch body language that is tone, gestures and movement of eyes E E Stands for Energize through questions, where needed R R Stands for Relax let the other person complete his/her thought, Do not Interrupt unnecessarily.