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    Ccs 3 Day 2

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    Rhayan De Castro
    The document discusses the elements of communication, including the sender, message, medium, receiver, feedback, context, and noise. It explains that communication is a process where a sender packages and conveys a message to a receiver through a medium. The different elements can affect the transmission and quality of the message. Some examples of each element in a workplace context are provided.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Ccs 3 Day 2

    Uploaded by

    Rhayan De Castro
    33 views26 pages
    The document discusses the elements of communication, including the sender, message, medium, receiver, feedback, context, and noise. It explains that communication is a process where a sender packages and conveys a message to a receiver through a medium. The different elements can affect the transmission and quality of the message. Some examples of each element in a workplace context are provided.

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    ccs 3 Day 2

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    The document discusses the elements of communication, including the sender, message, medium, receiver, feedback, context, and noise. It explains that communication is a process where a sender packages and conveys a message to a receiver through a medium. The different elements can affect the transmission and quality of the message. Some examples of each element in a workplace context are provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    33 views26 pages

    Ccs 3 Day 2

    Uploaded by

    Rhayan De Castro
    The document discusses the elements of communication, including the sender, message, medium, receiver, feedback, context, and noise. It explains that communication is a process where a sender packages and conveys a message to a receiver through a medium. The different elements can affect the transmission and quality of the message. Some examples of each element in a workplace context are provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 26

    Communicating Effectively in English

    ST. PEREGRINE INSTITUTE INC.


    S.Y. 2020 - 2021

    Lesson 1: Analyze Communication Process


    St. Peregrine Institute
    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    https://www.youtube.com/watch?v=StZBMGeFKqE

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    St. Peregrine Institute
    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    St. Peregrine Institute
    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    A. I understand that you lost the receipt but we have to follow the
    standard procedure regarding return of items with out receipt.

    B. I understand your concern. However, we have procedure to follow


    regarding this matter.

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    A. I understand that you lost the receipt but we have to follow the
    standard procedure regarding return of items with out receipt.

    B. I understand your concern. However, we have procedure to follow


    regarding this matter.

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    VERBAL
    COMMUNICATION

    ORAL WRITTEN

    Memos, proposals, training


    Telephone calls manuals, company policies, and
    letters

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    are skills that you have to
    possess to be part of the CCS
    industry
    Call Handling Skills

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Inter-office and inter-
    organization mail system. A
    system of worldwide electronic
    communication.

    E-mail

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Advantages and Disadvantages of the Different Ways to Communicate

    Ways to Communicate Advantage Disadvantage

    Oral Communication Brings quick feedback Speaker is usually unable to


    process message before speaking.
    Written Communication Messages can be edited before Does not bring instant feedback /
    sending/ can be saved for later Takes time to prepare and requires
    study. writing ability
    Electronic Communication Disregards the aspect of distance Relies on good internet connection

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    AGENT CUSTOMER

    Communication Pathway as CCS Provider

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Tips for you to consider in establishing good communication among customers

    alert pleasant polite


    friendly fair thoughtful
    cooperative humble tolerant
    considerate loyal sensitive
    honest show self-control Flexible /
    adaptable
    punctual enthusiastic responsible

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Written Work No. 1: SURVEY

    Written Work No. 2: Modified True or False

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Written Work No. 1: SURVEY - INTERPRETATION

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Written Work No. 1: SURVEY - INTERPRETATION

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Written Work No. 1: SURVEY - INTERPRETATION

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Communicating Effectively in English

    ST. PEREGRINE INSTITUTE INC.


    S.Y. 2020 - 2021

    Lesson 1.2 Elements of Communication


    A process that involves different elements
    which affect message transmission and
    message quality.

    A process where the message is


    packaged, channeled, and conveyed by a
    sender to a receiver through a certain
    medium.

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    https://www.youtube.com/watch?v=vpux8tKhHwQ

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    • an order
    • your new schedule
    • a co-worker’s
    request

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    • the client or
    customer placing
    an order
    • your supervisor
    giving a memo
    • your co-worker
    sending an email
    St. Peregrine Institute
    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    • a phone call
    • a memo
    • an e-mail

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    • a customer sales
    representative
    • an employee
    • a fellow co-worker

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    Noise
    • loud music from the radio
    (external)
    • on-going construction
    outside the office
    (external)
    • an agent is hungry
    (internal)
    • an agent is thinking of her
    sick puppy while on call
    (internal)

    St. Peregrine Institute


    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro
    • gender preference
    • race
    • religious beliefs
    • educational
    attainment
    • during a war
    • during a crisis
    St. Peregrine Institute
    Communicating Effectively In English
    Prof. Rhayan Ramos De Castro

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