DIFFERENT COMMUNICATION

CHANNELS
 WHAT IS COMMUNIC ATION?

• Communication is sending and receiving

information over a communication channel.

• Communication is a two way process

 COMMUNIC ATION CHANNELS

The medium through which information travels from a sender to the

receiver.

Communication Channels in the workplace:

• Face to Face – Includes presentations, interviews etc.
• Telephone
• Written Communication
• Social Media
 ACTIVITY 1 - COMMUNIC ATION
CHANNELS

State THREE (3) examples of EACH effective means of

Communication below:
• Face to Face –
• Telephone -
• Written Communication -
• Social Media -
 COMMUNICATING WITH CUSTOMERS

It is up to the service provider to make sure that the customer gets the message
and that the message received matches the service provider’s intention.
ACTIVITY 2
Explain why it is important for service providers to ensure that correct
messages are communicated to customers.

Answer:
 COMMUNICATING WITH
CUSTOMERS

If you send a fax to a customer and the fax does not get through to the
customer because he or she forgot to turn it on, it is still your fault.

Why? Because you should have checked by telephone that the fax has
arrived.You are the service provider
 LISTENING TO CUSTOMERS

• One of the most important parts of communication is listening to what

other people have to say.

• “Listening” is not as easy as it sounds. To fully concentrate on what the

other person is saying and to ensure that you fully understand what they
mean requires effort and practice.

• Many people assume that they know what someone means as soon as they
have heard the first couple of sentences. How often have you heard
someone say, “Oh yes, I know what you mean ...” before you have had the
chance to get your whole message across?
 HEARING VS LISTENING

There is a fundamental difference between “listening” and “hearing”.

Hearing is a physical activity while listening is an intellectual activity.

Hearing is having sound enter the ear canal (ears) while listening
involves thoroughly processing (brain) and trying to understand the
information as you hearing.
 LISTENING AS A SKILL
Bare in mind that customers have the need to feel heard or understood. Therefore listening to the customer is
very important.

ACTIVITY 3
Explain why it is important for service providers need to listen
carefully to customers (especially regarding complaints)
Answer:
 ACTIVITY 4
W RITE TRUE OR FALSE IN THE BOX PROVIDED AT THE
END OF EACH STATEMENT

• It’s important for a service provider to stop what he or she is doing when talking to a
customer

• A service provider should always give complete attention

to the customer when the customer is speaking to him or her.

• To help the service provider understand better, it’s important that he or she ask
questions to clarify the customer’s message.

• It’s important to let the customer finish speaking, even though you can guess what he or
she is going to say.
 USING QUESTIONS TO DEALING W ITH
DIFFERENT CUSTOMERS

The purpose of asking a customer questions is to understand the

customer’s needs.

You will need to use good communication skills to gather as much

information as possible before attempting to meet the customer’s
needs.
THE SKILLS NEEDED TO ESTABLISH THE CUSTOMER’S
INTENTIONS INCLUDE:

• Ask both open-ended and closed questions

• wait for the response
• listen actively
• check for specific data
• paraphrase
ACTIVITY 5
Explain what each of the following skills when listening to a customer:

• Ask both open-ended and closed questions –

• wait for the response –

• listen actively –

• check for specific data –

• Paraphrase information given by customer -

NOTE: Research the difference between Open ended and Close ended questions
TO BE CONTINUED…….