Importance Of Effective Communication Flashcards
Why is effective communication important?
Effective communication helps to promote good relationships and prevent misunderstandings. It ensures that work gets done effectively and efficiently in the workplace.
What can happen if a message is not clearly received?
Miscommunication can arise, leading to misunderstandings and strained working relationships among staff and between staff and customers.
How can businesses prevent miscommunication?
By promoting good communication skills among their staff.
What is effective communication?
Effective communication occurs when the receiver understands the intended message from the sender.
When does miscommunication occur?
Miscommunication occurs when the receiver interprets a message differently from what the sender wanted to say.
What are the two main aspects of communication skills?
Verbal and non-verbal aspects.
What does listening show customers?
That you are paying attention to them.
What should you do to speak well?
Vary the tone of voice to suit the context.
The same words spoken in a different tone of voice can send a very different message.
What is a guideline for speaking clearly?
Pronounce words accurately and clearly to avoid miscommunication.
What is one way to acknowledge a comment while listening?
Nod or smile to show that you are listening.
What should you do to clarify during a conversation?
Ask questions to be sure you understand what has been said.
Why should you ask questions while communicating with customers?
To find out more about customers’ concerns.
What does it mean to empathise with customers?
To show customers you understand their perspective.
What is the significance of body language in communication?
Body language conveys most of the meaning in face-to-face interactions, often more than spoken words.
Although what is spoken is important, most of the meaning of the message is conveyed through body language.
What percentage of communication is conveyed through body language?
Body language accounts for 55% of communication, while words account for only 7%.
Body language speaks louder than words!
What can lead to miscommunication?
When body language does not match what is said, it can confuse the receivers of the message.
This may lead to miscommunication.
What are some elements of body language?
Elements include facial expressions, postures, gestures, and movements.
These non-verbal cues play a crucial role in communication.
What can give people a negative impression?
Yawning and crumpled clothes may give a negative impression.
This can affect how one is perceived in communication.
What is the role of grooming in communication?
Being well-groomed and well-dressed contributes positively to one’s body language and overall impression.
Elements like a confident look, warm smile, and good body posture are important.
Why is body language important for service staff?
It helps create a good impression on customers and sets them at ease.
What should service staff be trained to do regarding body language?
Use appropriate body language to welcome customers.
What does a body turned towards the customer indicate?
Open to communicating.
What does a body turned away from the customer indicate?
Not open to communicating.
What does arms by the side signify?
A neutral or open stance.
What does folded arms typically indicate?
A closed or defensive posture.
Why is body language important for service staff?
It helps create a good impression on customers and sets them at ease.
What should service staff be trained to do regarding body language?
Use appropriate body language to welcome customers.
What does a body turned towards the customer indicate?
Open to communicating.
What does a body turned away from the customer indicate?
Not open to communicating.
What does arms by the side signify?
A neutral or open stance.
What does folded arms typically indicate?
A closed or defensive posture.
What can written communication be used for?
Written communication can be used to record discussions and meetings.
What are examples of written communication?
Examples of written communication include email, letters, notices, and printed promotional materials.
What should good written communication be?
Good written communication should be complete, presentable, and accurate.
What does ‘complete’ mean in written communication?
Complete means all the relevant and important information is included.
What does ‘presentable’ mean in written communication?
Presentable means writing should be legible - neat with no smudges.
What does ‘accurate’ mean in written communication?
Accurate means free of grammatical and spelling errors.
