1. Communication
#43, 44, 45

2. Channels of Communication in SER Industry
The avenues through which messages are delivered
Forms of Communication include:
Face-to-face communication with consumers
Telephone calls (telemarketing/sales)
Press releases, letters, reports
s ( blasts)

3. What is Communication
The process of exchanging messages between a sender and a receiver
Communication skills include listening, reading, speaking and writing
Good communication skills are key to effective communication
Sender
Receiver

4. Telephone Calls Telemarketing to sell season tickets
Calling to see if their company provided you with excellent customer service
Consumer feed-back, suggestions, etc
Message is communicated solely by voice
Must make sure you have a pleasant voice

5. Online communication
Online communication is the fastest and most informal form of communication
Companies use many channels of online communication, which include:
Blogs and chats
Newsletters
Online Press Releases

6. Social Networks
Using social networks is a must for sports, entertainment and recreation companies
Companies are constantly letting their “fans” know what they are doing and where
Businesses are using social networks to reach their niche target markets

7. Communication in the workplace
Team Member Team Member
Football – Coaches talk to Quarterback in helmet
Team Encouragement – team members shout “encouraging” words to follow players on the field
Media The Fans
All pro sports – media interviews with coaches and players
Commentators – giving play by play analysis of the games
TV 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 done
You must understand social cues to interact with co-workers
Players, 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 words
Facial expressions, hand motions, eye movements, etc.

11. Positive Effects
Help give you clues about a customer’s mood and interest in a product
Can reinforce what was said verbally
Can be used as a substitute for a verbal message
Gestures or facial expressions

12. Negative Effects May be misunderstood May contradict a verbal meaning
Nod reinforces a positive message, but a wink may contradict it
Can 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. Assignment
Students will apply their knowledge of effected communication
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