Customer Service

MNM1502

Study unit 2
 Communication

• Communication is part of everyday life and all

of us communicate on a daily basis

– Communication can be defined as the process

by which two or more participants use a general
set of symbols to share information, ideas,
opinions, thoughts and understanding with one
another.
 Communication

Communication can be categorised into two types:

– Interpersonal communication
– Mass communication
 Communication

• Communication can also be:

– Verbal

and

– non-verbal

(Note this slides will only focus on Non-Verbal

communication)
Communication model
 Non verbal communication

• Non-verbal communication in its most basic

sense is communication without using words

• Wordless messages are sent and received by

the parties involved

• Body language, facial expressions, hand

gestures
 Importance of non verbal
communication in customer service

• Communication with customers are verbal

communication and verbal communication

• How you convey a message that needs to be

professional
 Functions of non-verbal communication
FUNCTION DESCRIPTION

Repeating verbal messages Non-verbal communication can be used to repeat

or reinforce what you are saying.

Substituting verbal messages Non-verbal communication can be used as a

substitute for verbal communication in situations
where words are unavailable or inappropriate. In
other words, it is used as a replacement for words.

Contradicting verbal Non-verbal communication can often conflict with

messages what you are saying. This is often referred to as
“mixed signals”, and might be intentional or
unintentional.
Functions of non-verbal communication
FUNCTION DESCRIPTION

Regulating verbal Non-verbal communication can also be used

messages as a way to regulate or coordinate the
conversation. This can involve pausing to let
another speak or interrupting another
person’s conversation to gain control.

Accentuating verbal Non-verbal cues can be used to emphasise

messages verbal messages, thereby accentuating the
point the speaker wants to get across.

Complementing verbal Non-verbal communication can be used to

messages complement a verbal message.
Categories of non-verbal
communication