PDAE: ASYNCHRONOUS

PENERA, DAYNALOU GAILLE

BSTM 2B
ACTIVITY
1. WHAT IS COMMUNICATION?

Communication is the process of sending and receiving

messages through verbal or nonverbal means, including
speech, or oral communication, writing and graphical
representations such as infographics, maps, and charts, and
signs, signals, and behavior. More simply, communication is
said to be "the creation and exchange of meaning."
 MEDIA CRITIC AND THEORIST
JAMES CAREY DEFINED
COMMUNICATION AS...

"a symbolic process whereby reality is

produced, maintained, repaired and
transformed" in his 1992 book
"Communication as Culture," positing that we
define our reality via sharing our experience
with others.
2. WHAT ARE THE TWO
TYPES OF COMMUNICATION?
VERBAL COMMUNICATION
Verbal communication seems like the most obvious of the different
types of communication. It utilizes the spoken word, either face-to-face
or remotely. Verbal communication is essential to most interactions,
but there are other nonverbal cues that help provide additional context
to the words themselves. Pairing nonverbal communication with the
spoken word provides a more nuanced message.

NONVERBAL COMMUNICATION
Nonverbal communication provides some insight into a speaker’s word
choice. Sarcasm, complacency, deception or genuineness occur within
nonverbal communication. These things are often communicated
through facial expressions, hand gestures, posture and even
appearance, all of which can convey something about the speaker. For
instance, a disheveled speaker with wrinkled clothes and poor posture
would communicate a lack of confidence or expertise. A speaker with a
nice suit, who stood up straight and spoke clearly, may appear more
serious or knowledgeable.
 The effects of communication at work can be transformative for individuals,
teams, and businesses. Communication in the workplace is important
because it boosts employee morale, engagement, productivity, and
3. WHAT IS THE IMPORTANCE satisfaction. Communication is also key for better team collaboration and
OF COMMUNICATION IN THE cooperation. Ultimately, effective workplace communication helps drive
better results for individuals, teams, and organizations. To take it a step
WORKPLACE? further, specifically as a manager, building good communication skills has
profound short- and long-term benefits for your organization. An effective
communicator is able to motivate their team to get more done with better
results and fewer misunderstandings. All of these things can contribute to the
company’s success and to your own personal success as a leader.
4. GIVE SOME COMMUNICATION
TIPS ON HOW TO WIN YOUR
COLLEAGUES IN THE INDUSTRY.
1. Give Your Whole Attention - Be mindful of how you’re
communicating. Offering a full focus by maintaining eye contact
during conversations and meetings will contribute greatly to
effective communication. Nod your head affirmatively while in a
conversation to convey your focus visually.
2. Inform and Inspire - More than just passing on the
information, be careful of explaining and clarifying your
thoughts and ideas to have an effective one. Passing the
information is just half the equation. Plan ahead what you want
the audience to remember from the conversation.
3. Choose the Best Method of communication - To
communicate well means to understand and be understood.
Knowing the right methods of communication is as important as
having effective communication skills. Visual communication via
charts, maps, images, and graphs. Verbal communication
through face to face, by phone, and other media. Non-verbal
communication through body language, eye contact,
gestures.Written communication through letters, e-mails, books,
magazines, and the internet.
4. Personal Skills - Interpersonal communication skills will do
good for both your professional and personal life. You will need
it every day in your life. It includes skills related to emotional
intelligence or being able to understand your own and others’
emotions.
4. GIVE SOME COMMUNICATION
TIPS ON HOW TO WIN YOUR
COLLEAGUES IN THE INDUSTRY.
6. Confident, Persuasive, and Patient - There is a difference
between being able to communicate and communicating effectively.
Along with the above tips, having just a little patience, confidence
and persuasiveness can help you communicate your information
more effectively. Confidence means taking care of what your body
language is. Your own sense of self-worth will make you feel
effective, rather than helpless.
7. Use time wisely - Utilizing coffee breaks can keep the team-
building spirit strong and give everyone an opportunity to get to
know each other better. Team bonding is a better way to improve
communication channels. Coffee breaks is an ideal opportunity for
informal meetings and discussions. It encourages healthy
communication amongst colleagues and also promotes the
exchange of ideas. Let your team members have coffee breaks at
the same time to create an ideal environment for team members to
relax and discuss issues. And this art of conversation will often
encourage the team to discuss work as well.
8. Show appreciation - Showing appreciation is an effective way to
deal with low employee morale and to make your team members
feel like they matter. This is a method to promote communication in
the team. Give a token of appreciation to your team members by
congratulating them for great ideas, thanking a team member for
finishing a task, and expressing gratitude even for small acts.
4. GIVE SOME COMMUNICATION
TIPS ON HOW TO WIN YOUR
COLLEAGUES IN THE INDUSTRY.
9. Encourage two-way feedback - In order to have a smooth work
environment, it is important to have two-way communication. In the
workplace, feedback is important to generate results, where the
main objective is to strengthen progress towards company goals. In
order to have a smooth work environment, it is important to have
two-way communication. In the workplace, feedback is important to
generate results, where the main objective is to strengthen
progress towards company goals.
10. Effective Communication Skills - Growing better
communication habits for the future means practicing effective
communication skills and being a powerful communicator.
5. WHAT IS THE IMPORTANCE OF COMMUNICATION ON
ACHIEVING CUSTOMER LOYALTY? GIVE SOME TIPS ON
HOW TO WIN A CUSTOMER.

-The more you communicate with your customers, the more likely they are
to remember you and your business. You need a communication strategy
so you can determine which communication method is best for your
business and your target customers. Consider your customer
demographics before you settle on a method.
5. WHAT IS THE IMPORTANCE OF COMMUNICATION ON
ACHIEVING CUSTOMER LOYALTY? GIVE SOME TIPS ON
HOW TO WIN A CUSTOMER.
Patience is a must Accuracy of information is key Proactive approach always
01 -A customer reaches out to you when 02 -The turnaround time for any 03 delights customers
they are unsure, confused or have a service that is communicated to the -When a customer has called you to
grievance. He may, sometimes, be angry customer must be the same across get an issue resolved, it is possible
because of miscommunication or all levels and departments. It is the that the resolution takes more time
responsibility of management to than required. In such situations,
because he feels that he has been
ensure that staff is communicated when you have a customer waiting
treated unfairly. Many-a-times, a great
accurate turnaround times, which for your response, be proactive and
deal of patience is required just to
can be used to set the customers’ keep the customer informed of the
understand the problem, let alone offer expectations. Any disparity in this progress rather than have the
a solution. But, in the end, being patient will definitely lead to an unhappy customer get in touch with you time
will make you a winner. Be patient and customer. and again for an update.
capture the finer details; keep in mind
that great service is better than fast
service.
5. WHAT IS THE IMPORTANCE OF COMMUNICATION ON
ACHIEVING CUSTOMER LOYALTY? GIVE SOME TIPS ON
HOW TO WIN A CUSTOMER.
Attentiveness helps
04 -While attending to a customer
complaint, if you happen to miss out any
important details, it would just aggravate
the situation. So, block out the noise and
focus entirely on the query at hand; have
a pen and paper handy to help you
make notes.
Avoid interrupting
05 -When customers are complaining
or telling you the events that led to
their disappointment, do not
interrupt. You might have heard the
same lines before and you might
think that offering a quick solution
would make for great customer
service. However, interrupting
customers actually upsets them and
makes them feel less valued.
Know your product/service
06 offered inside out
-Customer queries can be anything
under the sun, but mostly they
related to the product/service your
brand offers. There is no excuse for
an employee to not be aware or well
versed with the products/services
that his organization offers. The
management must ensure that all
the employees are trained effectively
for the same.
5. WHAT IS THE IMPORTANCE OF COMMUNICATION ON
ACHIEVING CUSTOMER LOYALTY? GIVE SOME TIPS ON
HOW TO WIN A CUSTOMER.
Honesty works every time
07 -In case you are not aware of any aspect
of the details that the business has to
offer, tell the customer you will get the
exact information for them. Don’t wing it
by saying ‘I think…’ or ‘It could be…’. This
sort of communication will create doubts
about your organization and your brand.
Active Listening and Analogies help in getting your
08 acknowledgements do 09 message across
wonders -If you feel that the customer is
-Your body language speaks louder finding it difficult to understand your
than words. When customers are solution, then convey the message
communicating with you, they with an analogy. Use non technical
should not feel uncared for. Make terms and put it in simple language.
sure you actively listen, ensuring
that the customer doesn’t have to
repeat himself. Also, ensure that you
acknowledge the customers’
messages by using positive words.
Give them the confidence that you
are around to help them and that
you will find the best possible
solution for them.
5. WHAT IS THE IMPORTANCE OF COMMUNICATION ON
ACHIEVING CUSTOMER LOYALTY? GIVE SOME TIPS ON
HOW TO WIN A CUSTOMER.
Don’t take short cuts
10 -At the end of a long day, you tend to
provide short cuts or slack service to
complaints and queries. Do remember
that the customer might be the fiftieth
one you are attending to on that day, but
you are his FIRST service representative.
Most of the awesome customer service
stories out there are of employees who
did more than what they were expected
to do!.
THANK YOU