Chapter 5 Flashcards
Communication
What are some benefits to effective communication skills?
- Help achieve the objectives to a conversation
- Build stronger relationships
- Add value to the customer experience
- Enable good customer outcomes
- Create a positive and open environment
- Improve staff morale
- Encourage team spirit
- Reduce conflicts
What does effective communication enable a business to do?
- Ensure an accurate flow of information between all interested parties
- Achieve its objectives in a satisfactory manner
- Communicate a consistent message about the standards required
What is communication?
The transmission of a message or idea from one person to another so that both parties can share a mutual understanding
Outline the communication process
1) Sender decides content
2) Sender converts content into message
3) Transmission of message
4) Receiver reads or listens to message
5) Receiver interprets message
What are the 3 key points of the communication process?
- When the sender is converting the content into a message, it could potentially becomes different from the original content intended. This will be influenced by the language used, any jargon, accents or emphasis on certain areas.
- The message, once sent, is subject to wider environmental factors. In areas of uncertainty, people will read between the lines.
- On receipt, the message is then subject to interpretation by the receiver as they will do this in their own light of understanding of the position, the message may therefore not be the same as when sent.
Albrecht and Boshear (experts in communication) suggested that when we communicate, what factors may not be immediatley apparent?
- Facts real and objective
- Feelings emotional responses based on previous experiences e.g bad customer experience
- Values norms that exist in the workplace and society, beliefs about right or wrong.
- Opinions ideas about particular issues, events or situations, these are subjective and usually limited to an immediate situation
Outline the conversation cycle
4
–>Inform –> invite –> listen –> acknowledge –>
inform = provide information/ explanation so that the other person knows what you are doing
invite = invite other person into the conversation
listen = stop talking and empathetically listen to the other person
acknowledge verbally acknowledge what the other is saying by using phrases such as “i see”
What are some barriers to communication?
- Wording or terminology
- Clarity of message
- Verbal skills
- Body language
- How the message is interpreted
- Poor listening skills
- Environmental factors
- Information overload
- Personal differences
- Choice of communication style or medium
- Customer vulnerability
How can wording or terminology be a berrier to communication and how can it be overcome?
Barrier the language used by the sender is not suitable for its intended purpose e.g:
* Use of jargon or abbreviations
* Use of innapropriate style or language that may distract the recievers attention from the content of the communication
* Use of trigger words which may lead to a misunderstanding from an emotional response e.g. “you should have” suggests a position of blame
Overcome the sender of any communication needs to think of the intended audience and identify appropriate phrasing and terminology and use positive language rather than emotive
How can the clarity of a message be a barrier to communication and how can this be overcome?
Barrier= message is not clear and difficult to extract from surrounding waffle. Information may be incomplete or incorrect.
Overcome = prepare prior and note down key messages you want to get across.
How can verbal skills be a barrier to communication and how can this be overcome?
Barrier Accent, language, tone, speed, inability to articulate
Overcome Increase self awareness such as making a conscious effort to slow down
How can body language be a barrier to communication and how can this be overcome?
Barrier slouching at desk whilst on phone can impact the tone of voice used
Overcome be consious of body language and use good posture, even when on the phone
How can the way a message is interpreted be a barrier to communication and how can this be overcome?
Barrier the reciever may interpret a message differently as to how the sender intended, this could be due to culture or due to the desire to hear what they want to hear. Where english is not the first language, the reciever will need to translate what is being said and then translate back into english to reply which may impact on the information given.
Overcome check the understanding with the recipient by summarising and think about the audience and whether there are culteral differences, those who do not have english as the first language may need consideration to be given more time and extra care to use no jargon.
How may poor listening skills be a barrier to communication and how can this be overcome?
Barrier no empathetic listening
Overcome consciously adapt active listening
How can environmental factors be a barrier for communication and how may this be overcome?
Barrier background noise in an office or for the customer at home such as a baby or psychological noise such as fatigue, anger and resentment
Overcome sender should be aware and cater for these by being mindful of their timing and medium of the message, if a long explanation is anticipated, ensure there is plenty of time to start.
How can information overload be a barrier to communication and how can this be overcome?
Barrier modern tech can result in too much information being able to be coped with
Overcome categorise information coming in by importance and sift through where necessary so that the point doesnt get lost
How may personal difference be a barrier for commincation and how can this be overcome?
Barrier differences in age, social/business backgroun or social status may cause a reluctance to pass information up or down the line of authority
Overcome think about the audience and what may be their communication style preference and be prepared to adapt your usual style to match theirs.
How can the choice of communication style or medium be a barrier to communication and how can this be overcome?
Barrier being too formal or informal. Non urgent information being shared at a team meeting may cause people to switch off.
Overcome think about the audience and the message to be communicated to alter the most appropriate style, location and time to deliver
