Communication: It is the process that involves transfer if information and behavioral inputs.

It is the transfer of information from a sender to a receiver with the information being understood by the receiver. Types of Communication: Verbal Verbal Oral (Speaking & Listening) Written (Writing & Reading) Non-verbal Body language Tone Gestures Facial Expressions Volume Silence Dress Purpose of Communication in Organization: To establish the objectives of an enterprise. To develop a link of plans to achieve them. To organize human resource to realize goals. To create a conducive climate to lead, direct and motivate people. 10 words effective managers never use: 1. No 2. Cant 3. Impossible 4. Why 5. What 6. Policy 7. Listen 8. Wait 9. Wrong 10. Shouldve Nonverbal

Process of Communication:

Communicating with Impact: 5 Ws & 1H have to be executed What to say When to say Whom to say Why to say Where to say How to say Common mistakes in communication: Giving too little appreciation Giving too much criticism Using destructive methods of criticism Angry response to criticism Forgetting to smile or nod

Importance of Nodding and Smiling: Help to reassure people and convey empathy Known as secret language of success Whenever you are in difficulty the best thing is to nod, listen and smile. With the exception that dont laugh in situations of death or grief. Responding to different type of customer behaviors: Silent customers: Encourage him to speak Show attentive listening Use reflective techniques to listen like; I understand.. or ok you said that Dont ask sensitive subjects at beginning Be gentle and firm Avoid criticism Try to take fear out by showing good sides of professionalism. Talkative customers: Listen to them Interrupt (if necessary) but courteously Do not show impatience Be directive, if needed Repeat and show you have heard and understood. Customer with multiple agendas: Show respect and dignity Focus on meanings or functions of the agenda Prioritize tasks Establish rapport Anxious customers: Encourage them to talk about their issue Answer all questions asked Give them undivided attention Establish relationship/rapport Anger and hostility in customers: Show patience Be gentle & mature Try to calm them down Identify chief problem

Accept their feeling without showing anger in return

Customers with language barriers: Try conversing in their native language Use simple, understandable language Use nonverbal signs to support your conversation Be patient For low educated customers come down to comfortable level 7 Cs of Effective Communication Completeness Conciseness Consideration Concreteness Courtesy Clarity Correctness Hearing Vs Listening Hearing is an act of perceiving sound. Listening is a selected activity which involves reception and interpretation of stimuli. Decoding sound into meanings. Tips for Active listening Stop talking Ask questions Be patient Concentrate Show the listener that you want to listen Put the speaker at ease Control your anger Dont argue mentally Avoid jumping to conclusions Avoid classifying speaker pre-maturely Ways to improve confidence and body language Dont cross your arms or legs Have eye contact but dont stare Dont be afraid to take some space Relax your shoulders

Nod when they are talking Dont slouch sit up straight Smile and laugh Dont touch your face Keep your head up Slow down a bit Dont fidget Professional attire Use your hands more confidently Lower your drink Realize where your spine ends Dont stand too close Keep good attitude

Tone of voice Tone of voice A sigh Talking fast Pleasant voice Energetic & cheerful Loud & forceful Shivering & stuttering What it Means Im tired or fed up Im in hurry I care about what you are saying Im happy to hear from you Im angry Im nervous