Chapter 5 - communication Flashcards
What is communication
It’s the process where a sender conveys a message to a receiver
What is verbal communication
It involves the use of words
What are the things required verbal communication
- speak clearly
- vary the text of tone
What are the things required to listen better
- nod or smile to show that you are listening
- empathise
- Ask questions
- acknowledge a comment
What is non-verbal communication
It is the use of body languages , gestures facial expressions and postures
What is effective communication
It helps to promote good relationships between staff and customers and prevents miscommunication
What is writing communication skills
It involves the use of words and visuals
What are some examples of written communication skills
Emails, letters and notices
What is face to face communication
It is when staff communicates with the customers in person
Face to face communication ………..
Adds a personal touch that can lead to good relationships between customers and staff
What is telephone communication
It is when the customers call the business to give feedback , complaint or if they have any requires.
What are the 4 important things when making a phone call
- know the purpose of the call
- speak clearly
- be ready with questions
- speak in a friendly tone
