unit 7 Flashcards
what is communication
it is essential part of our daily lives, especially within organisations
what does communication help
helps build relationships
achieve productivity and maintain strong workforce
what does poor communication lead too
breakdown in relationships and staff becoming demotivated
what are some benefits of good communication
- increase in staff morale
- improve staff satisfaction
- increase in staff loyalty
- build relationships
- effective working team
what is verbal communication
speaking, asking questions
what is non-verbal communication
eye contact, body language, active listening, self-awareness
what is social communication
merging verbal & non-verbal communication and incorporating interpersonal skills
what is written communication
email, memo, forms, online content, social media, contracts
what is visual communication
infographics, presentations, interactive content, motion graphics, images
what is audience communication
managers, peers, customers, suppliers and colleagues
why does a business need communication
- good relationships
- marketing
- creating and maintaining trade
- recruiting new employees
what is tone
refers to the emotions and feelings in a person’s voice
what is pitch
refers to how high or low a person’s voice is
why is articulation and pronunciation important
so people can understand and if they speak a different language
what is volume
how loudly or softly a person speaks
what is tempo
how slowly or quickly they speak
what is acoustics
communication relying on the hearing of the receiver, which includes voice elements
what is visual semiology
communication relying on the sight of the receiver
why is eye contact important
- builds rapport between sender and receiver
- maintains trust
- indicates confidence level
- indicates interest and willingness to listen
what are some positive body lanuage
- open hands, arm or palms
- firm handshakes
- sitting or standing upright
- smiling
- making eye contact
what is an example of written communication
email
one of the best form of communication within a business
what is testimonials
customers giving positive feedback about their experiences with specific service or products
what is an e-book
an electronic copy of a book that a customer can purchase online
what is a webinar
an online seminar that different participants can attend online or usually for training purposes
what is direct marketing
a marketing approach targeting customers personally to introduce them to products and services
