1. Supply Chain Management
Customer Service Operations
LB V
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2. 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

3. 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

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

5. 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

6. 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

7. 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

8. 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

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

10. 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

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

12. 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

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

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

15. 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”

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

17. 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

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

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

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

21. 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

22. 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

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

24. 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