Supply Chain Management Customer Service Operations LB V Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Communication Process & Technology Learning Objectives: Communication Methods Characteristics of the Communication Methods Key Points of Communication Barriers to Effective Communication & how to overcome them LO1

Communication is the transfer of information between people and places What is Communication? Communication is the transfer of information between people and places It involves sending and receiving information LO1

Categories of Communication are: Written Communication What is Communication? Categories of Communication are: Written Communication Verbal Communication Visual Communication LO1

Less Easy to Read forms of Communication are: What is Communication? Less Easy to Read forms of Communication are: Body language Facial Expression Tone of Voice LO2

The Communication Process Effective Communication: Understand your audience Understand your message Select appropriate form Sometimes it is necessary to use more than one method LO2

The Communciation Process To confirm that communication has taken place: Receive feedback from receiver to ensure that the message has been received and understood LO3

Communication in Customer Service There are estimates that two-thirds of lost customers come from poor customer service, NOT dissatisfaction with the product or competition We must watch how we act or re-act, what we say, & the words we use LO4

Methods of Communication Communication channel refers to the means of communication used Methods of communication include: E-mail Voice mail Phone Texting LO4

Methods of Communication Choose the appropriate channel Written communication is best used to communicate to a large group where little or no additional explanation is required Verbal communication is best for more complex messages where feedback is required LO5

Methods of Communication Some people receive messages better verbally or in written form while others prefer visual messages such as: Charts Images Graphs LO5

Written Communication Always write with your audience in mind Witten communication reaches a far wider audience than face-to-face or telephone Avoid spelling, grammar, and punctuation errors that lead to negative impression

Verbal Communication Verbal communication involves the spoken word. Types of verbal communication: Communication between two or more individuals Public speaking

Verbal Communications Issues that can arise: Misunderstanding of meaning Language barriers

Listening Skills Involves an active effort to understand others. We must listen to understand by: Listening for meaning behind words Seek clarification Apply appropriate listening skills Avoid “road blocks”

Nonverbal Communication Studies show that only a small percentage of communication is verbal Nonverbal communication often sends a clearer message than words alone

Nonverbal Communication A basic understanding of nonverbal communication and how to interpret it can help improve interaction with others Examples of nonverbal communication: Hand gestures Facial Expressions Tone of voice

Visual Communication Visual communication involves all images used in communication such as: Signs, Posters Drawings, Tables Diagrams, Photographs Television advertisement

Visual Communication Visual Communication uses images to: Persuade Entertain Inform Enlighten customers (potential)

Visual Communication Visual Communication Technology Include: Television DVD’s Computer Displays

Barriers to Communication Barriers are things within us that cause us to hear things differently More than one barrier can be present at the same time on the part of the sender and/or receiver

Common Barriers to Communication The use of unfamiliar terms Lack of attention by receiver Language differences Differences in view or perception Cultural differences Preconceived ideas and notions

Guidelines to Effective Communication Effective communication means focusing on what you want to communicate Clear Communication helps to avoid misunderstandings and potential conflict

Use of Words It is important to use words that are positive, optimistic, and constructive. This shows confidence and helpfulness Negative words express the opposite and leaves customers feeling put-off and downbeat