Reviewer in BPO 302

Chapter 1
Element of Communication
Communication is like Human body
Many Systems
• Verbal and Non-Verbal Methods
Voluntary and Involuntary
• Intentional and Unintentional Communication
System failure
• Communication Breakdown
The Nature of Language
• Language is symbolic
• Meanings are in People, not in words
• Language is rule-governed

Examples: BOSS: Views employees as family Employee! Depends on boss' goodwill for
advancement.
boss: Concerned about appearance - look Smart and
sexy Employee: Sensitive to sexual harassment
Language shapes attitudes
It reflects attitudes of:
 Power and Afilliation
 Attraction & interest
 Responsibility
Impression Management
impression management involves:
• managing others' view of oneself
• issues of honesty or dishonesty
• choices of faces and impressions
• choice of words and tone
Our perception of others shape the way we communicate with them and vice •versa
Misunderstandings in Language
• equivocal words
• relative words
• slangs & jargon
• overly abstract language
• confusing facts and opinions
• confusing facts and inferences
• emotive language
• evasive language

Chapter 2
Communication and Culture
Importance of Global Business
Exports are essential to:
 Individual businesses
 Country’s economy
 Many companies depend on vendors who are located in other countries
 Managers often find they need international experience for top-level jobs
Sources of Workplace Diversity
 Gender
 Race and ethnicity
 Regional and national origin
 Social class
 Religion
 Age
 Sexual orientation
 Physical ability
Gender and Language
 Men and women often have different reasons for communicating.
 Male and female conversational style varies in some interesting ways.
 Gender isn’t always the most important factor in shaping language use.

Values, Beliefs, and Practices

Often unconscious
Affect response to people and situations
Different cultures have different views of:
 Fairness
 Groups
 Competition
 Success
 Social status
Culture
 Shapes values, priorities, and practices
 Modern business requires dealing with other cultures
High-Context and Low-Context Cultures

Successful Intercultural Communicator

 Aware of one’s preferred values
 Flexible and open to change
 Sensitive to verbal and nonverbal behavior
 Aware of values, beliefs, and practices in other cultures
 Sensitive to differences among individuals within a culture
Interpersonal Communication
Communication between people
Includes multiple skills:
 Listening
 Conversation
 Nonverbal
 Networking
Nonverbal Communication
 Communication without words
 Signals such as smiles and gestures
 Can be misinterpreted as easily as words
 Important to be conscious of signals sent and received
Oral Communication
Requires cultural understanding
Be aware of:
 Understatement and exaggeration
 Compliments
Diverse Teams
Differences affect how people behave in teams, what they expect from teams
 Gender
 Class
 Race
 Ethnicity
 Age
 Religion
 Sexual orientation
 Physical ability
Conflict Resolution
 Make sure people involved actually disagree
 Ensure that everyone has correct information
 Discover needs each person is trying to meet
 Search for alternatives
 Repair negative feelings
Writing to International Audiences
 Write in English unless fluent in reader’s language
 Reconsider patterns of organization
 Buffer negative messages; make requests indirect
 Re-think audience benefits:
 Allow extra response time
Learning about International Business Communication
 Beyond a set of rules
 International business practices are constantly evolving/changing
 Seek out and talk to people from other backgrounds
 Enhance understanding of multiple perspectives

Chapter 3
The What & Why of Communication
COMMUNICATION
 is a process of human beings responding to the symbolic behavior of other persons

Intrapersonal Communication
Me, Myself and I
 Communicating with oneself.
 The “ Little Voice” in your head.
 Self-talk is the inner speech that includes the questions and comments you make to
yourself.
Purpose:
 Self-awareness
 Decision-Making
 Building Perceptions
Dyadic/Interpersonal Communication
You and I
 Face to face verbal communication between two persons involving their mutual
ideas, thought, behavior, ideals, liking and disliking
 Commonly seen in long, established relationships like couples, friends, etc.
Purpose:
 Fulfill Social Needs
 Build Relationships
 Intimacy
Small Group Communication
We
 Consists of a small collection of people who interact with each other, usually face to
face, over time in order to reach goals.

Characteristics of a small group are:

 Interaction
 Interdependence
 Time
 Size
 Goals
Effective Small Group Communication
Effective team communication in a small group is a mix of good manners, good
attention and open-mindedness. You should think before you speak.
 Ask if everyone understands what the team goals are.
 Listen carefully to what the other person is saying and don't interrupt until someone
has finished talking.
 Make sure every member of the group gets the chance to speak.
 Be open minded.
 Watch your body language. It is more effective than what you say.
 If there are any misunderstandings, clear them up in a calm manner.
 If you don't understand any point, speak up and ask questions.
 Be polite always
Public Communication
You and The Audience
 This occurs when a group becomes too large for all the members to contribute.
 More often than not, there is an unequal amount of speaking, with one or two
persons leading the interaction.
 Think of some inspiring speeches or public speakers you have encountered.
Mass Communication
EVERYONE
 Consists of that are transmitted to large, widespread audiences through electronic
and print media.
 Aimed at a large audience; hence, there is no personal contact between sender and
receiver
 Financed by large organizations, and controlled by many “gatekeepers”.

Chapter 4
Communication Competence
Functions of Communication
Communication plays a vital role in the fulfilling
the following:
 Physical Needs
 Identity Needs
 Social Needs
 Practical Needs
Physical Needs
 Communication is necessary for overall physical health.
The absence or lack of satisfying communication can lead to:
 Social isolation, which increases the risk of terminal cancer and death
 Mental problems
 Stress and complications for pregnant women
Identity Needs
Communication is the only way for us to learn who we are.
Through communication, we are able to:
 Gain an idea of our identity the way we define ourselves
 Gain an idea of our identity the way others define us
 Establish a self-image
Social Needs
 Communication provides a vital link to others.
Some of the social needs we satisfy by communicating are:
 Pleasure
 Affection
 Inclusion
 Relaxation
 Control
Practical Needs
 Communication is the important key to effectiveness in a variety of everyday
situations.
 Everyday, we perform important functions through communicating.
Misconceptions on Communication
Here are some pointers we should think about when we interact with other people:
 Communication Does Not Always Require Complete Understanding
 More Communication is Not Always Better
 No single Person or Event Causes Another’s Reaction
 Communication Will Not Solve All Problems
 Meanings rest in People, Not Words
 Communication is Not Simple
Communication Competence
 "the ability to interact well with others" . The term “'well' refers to accuracy, clarity,
comprehensibility, coherence, expertise, effectiveness and appropriateness" -
Spritzer (1988).

Components of Communication Competence

 The Content
 The Manner
 The Form
The Content
 The message (The what)
 The reason (The why)
 The way (The how)
 The timeframe (The when)
 The impact/result (The So what happens next)
 The expectation (The what you ought to do)
 The consequence (The What happens if the message fails)
The Manner
 The Delivery
 The Emphasis
 The Timing
 The Approach
The Form
 The Heart
 The Confidence
 The Credibility

Chapter 5
Communication in the Workplace
Channels of Communication
In order for a certain business communication to be effective,
the structure and totality of the message is vital. However the
message alone is not enough. An appropriate medium should
also be used depending on the ideal audience and the message.

Channels are the means by which messages are conveyed.

(Medium)
Channels of Communication
 one-way two-way or multidirectional
 technologically mediated
 synchronous or asynchronous
 individual or group
 hard copy or electronic
 permanent or transient
 formal or informal
 lean or rich
Traditional Communication Channels:
 Memos
 Formal meetings
 Suggestion boxes
 Plenary or large-scale official briefings
 Newsletters
 Charts
 Posters
Current Approaches:
 Email
 Websites
 360-degree feedback
 MBWA (management by walking around)
 Closed circuit telecast
 Videotapes
 Position papers
 Focus groups
 Instant Messaging
 Ombudsman or ombudswoman
Other informal channels of communication within organizations are not
controlled by management. These include informal meetings and the grapevine.

“[Writing] has nothing to do with communication between person and person, only with
communication between different parts of a person’s mind.”- Rebecca West
Communicating Effectively Using Channels
Criteria:
 Appropriateness
 Reinforcement
 Preferences
 Transformation
Using Communication Channels Effectively
Depends on:
 matching the channel to the message and the target audience
 repeating and varying the message via different channels to reinforce the message
 being ready to step outside your comfort zone to use new or unfamiliar channels
 being aware that the channel chosen may transform the content of the message
The Best Channel
“The best channel through which to convey information will depend on the situation.”
-Peter Drucker
Context Issues include:
 Power and status relationships
 Cultural factors
 Interpersonal relationships
 Time

The 3Ps Model

 Provides a practical demonstration of a particular type of communication, shown
close up in order to see the process of writing, not just the results
 This process helps you focus on one aspect of writing at a time
Problem – defines the situation and discusses the need for a particular communication
task
Process– a series of questions that provides step-by-step guidance for accomplishing
the specific communication task
Product– the result- the finished product
3Ps in Action
PROCESS
 What is the problem you are facing in this situation?
 What verbal and nonverbal barriers to communication seem to be operating here?
 What options do you see for resolving this problem?
 What criteria can you use to determine the option that will best solve this problem?
 Using these criteria, evaluate your options and identify the best one.
PRODUCT
 What opening statement can you make to the dealer as a way of implementing the
option you have selected as the best solution to this problem?
Chapter 6
Communication Model and Directions
Business Communication Defined
 Any action undertaken to promote an idea, product, service or organization,
internally or externally, with the objective of propagating the cause of the business
by creating value or making a sale.
 A process of transmitting information and thoughts between various parts of an
organization and people outside the organization
Directions of Communication: Informal Communication Network
 Most information passed along the grapevine is business related, and most of it is
accurate
 The grapevine is pervasive. It exists at all levels in the organization
 Information moves rapidly along the grapevine
 The grapevine is most active when change is taking place
 Grapevine is a normal, often vital part of every organization

Chapter 7
Face to Face Communication I
Thought to Ponder
“Consistent, daily face-to-face communication promotes more than just good feelings; it
also promotes effective and collaborative teamwork.”
-Gary McClain and Deborah Romaine The Everything Managing People Book
What is Face-To-Face Communication?
 Face-to-face communication is the exchanging of information, thoughts, and feelings
between the sender and the recipient
 Face-to-face communication takes place during one-on-one discussions, informal
groups, meetings, and more.
 In the words of Thill and Bovee , “face to face communication is the richest medium
because it is personal, it provides immediate feedback, it transmits information from
both verbal and non-verbal case, and it conveys the emotion behind the message.”

Individual Interaction
 Individual Interaction involves a direct face-to-face relationship between the sender
and receiver of a message
 It is characterized by a strong feedback component.
 Communication is enhanced when the relationship exists over a long period of time.
 Ex: Two friends talking
Group Interaction
 Group Interaction involves three or more persons.
 A group consists of a small collection of people who interact with each other, usually
face to face, over time in order to reach goals.
Hearing & Listening
 Hearing is simply perceiving sound
 Hearing is a passive process, whereas listening is an active process
Effective Listening
 They stop listening to us because they start listening to themselves – Dalton Kehoe,
Ph.D. York University, Toronto
 “Listening, whether done by individuals or by companies and government, is a signal
of respect. When people don’t feel listened to, they don’t feel respected. And when
they don’t feel respected, they feel anger and resentment. This resentment is
exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell
12 EFFECTIVE LISTENING TECHNIQUES
1. Eliminate as many external distractions as you can
Action/Steps to Accomplish This Technique:
Directions: List 5 external distractions, such as noise or
movement, in the workplace that you can control.
2. Eliminate as many internal distractions as you can.
Action/Steps to Accomplish This Technique:
Directions: List 5 internal distractions you must deal with.
3. Come to meetings prepared so that you can actively listen to the others.
Action/Steps to Accomplish This Technique:
 Have materials organized
 Have writing materials at hand
 Control as many external distractions as you can
 Control as many internal distractions as possible
4. Take notes if you begin to daydream.
Action/Steps to Accomplish This Technique:
 Have paper and pencil ready to take notes
 Get into the habit of note-taking by tuning in to both the content and intent of the
speaker
5. Do not respond only to what the speaker implies. Respond to the total communication:
content, intent and non-verbal communication.
Action/Steps to Accomplish This Technique:
 Set up your note-taking using the following format until it becomes automatic. Until
you subconsciously can assess the content, intent and nonverbal communication of
a speaker, the following format will be helpful.
6. Identify words that trigger your anger and then control your reaction. Try to
understand why these words make you instantly angry.
Action/Steps to Accomplish This Technique:
Directions: List words that make you see red. Then analyze why they affect you that
way.
7. Respond to a speaker without judgment.
Action/Steps to Accomplish This Technique:
 Accept the speaker’s communication as worthwhile even though you may not agree
 Suspend judgment until you have heard all sides of the story
 Ask question to get all the facts
 Mentally check your biases if you find yourself judging what the speaker has to say
or arguing with him
 Do not feel that you have to accept what the speaker says, but do feel that you have
to give the speaker a fair chance to explain his point of view
 Do not fill in the gaps of the communication with your own ideas, thoughts, biases
and opinions.
8. Do not prepare your response while someone is Talking
Action/Steps to Accomplish This Technique:
 If you know the topic ahead of time, list your arguments before you enter the
meeting
 If you know the biases of the speaker, list those before entering the meeting
 Wait until after the speaker has finished to formulate your response
9. Do not go into a communication situation with your mind already made up.
Action /Steps to Accomplish This Technique:
 If you know the communication situation ahead of time, list your opinions or pre-
conclusions on a sheet of paper. Then physically tear them up or scratch them out.
 List the situations you expect to come up and your anticipated responses.
10. Negotiate behavior with yourself. Understand ahead of time what your options may
be to certain words or ideas. This is not prejudging, this is preparing.
Action/ Steps to Accomplish This Technique:
Directions:List a behavior that you anticipate in an upcoming listening situation, such as
a meeting. Then indicate what your response will be to that behavior
11. If you realize you are not listening, physically move forward in your seat. If standing,
move toward the speaker if possible.
 Action/Steps to Accomplish This Technique:
 Choose a straight-backed rather than a padded chair if possible
 Fidget unobtrusively. Move your toes in your shoes instead of tapping foot, for
example
 Move to another location or shift your position
12. Do not rely on others to interpret what happened in a meeting or what was said.
Action/Steps to Accomplish This Technique:
Directions:Summarize what happened at a recent meeting (class lecture). Compare your
summary and conclusion with those of others at the meeting. Are they the same? If not,
why aren’t they?

Chapter 8
Non-Verbal Communication and Business Etiquette
Nonverbal Communication
 “oral and non-oral messages expressed by other than linguistic means.”
 A nonverbal message is any message that is not written or spoken.
 The nonverbal message may accompany a verbal message or it may occur alone.
 Nonverbal messages are typically more spontaneous than verbal messages.
Types of Communication

Common Types of Nonverbal Communication in Business

 Body Movement
 Physical Appearance
 Voice Qualities
 Time
 Touch
 Space and Territory
Body Movement
 Facial expressions and eye contact
 Gestures
 Posture and Body Orientation
Facial Expressions and Eye Contact
 Smile!
 Maintain professional eye contact
 Refrain from using negative expressions
Gestures
Gestures can be used to:
 emphasize a point
 illustrate a point
 communicate a desired action
Same sign, Different Meanings
Open palm:
Greece: an insult dating to ancient times
West Africa: You have five fathers, an insult akin to calling someone a bastard
Thumbs-down:
Most countries: something is wrong or bad
Thumb and forefinger
Most countries: money
France: something is perfect
Mediterranean: a vulgar gesture
Thumbs-up
Australia: up yours
Germany: the number one
Japan: the number five
Saudi Arabia: I’m winning
Ghana: an insult
Malaysia: the thumb is used to point rather than the finger
OK sign
France: you’re a zero
Japan: please give me coins
Brazil: an obscene gesture
Mediterranean countries: an obscene gesture
Physical Appearance
To project a professional image:
 wear smart casual or corporate attire appropriate for the situation invest time into
staying well groomed pay attention to your personal hygiene
Posture and Body Orientation
Voice Qualities
Time
 Time perception greatly affects our lifestyle, movements, speed of speech, and the
amount of time set for listening.
 It is also closely linked to a person’s social status.
 It is very important to remember that various cultures have different perception of
time.
Space and Territory
Four distance zones:
 Intimate Zone – from physical contact to about 18 inches
 Personal Zone – extending from 18 inches to about 4 feet
 Social Zone – from 4 feet to 12 feet
 Public Zone – extends from 12 feet to as far as the eye can see and the ear can
hear
Business Etiquette
 Business etiquette is the practice of polite and appropriate behavior in the business
setting.
 “Always do right; you will please some people and astonish the rest.”- Mark Twain
Meeting and Greeting
 Handshake: offer entire hand, web-to-web, shake lightly and release
 Know whom to introduce first
-Junior to senior
-Fellow worker to client
 It is helpful to include the person’s title
 Always state your name
 Offer business cards as appropriate
Lunch/Dinner Meetings
Dining Tips
 The guests wait until the host unfolds the napkin and places it in the lap before
doing the same.
 To signal the waiter that you’re ready to order, close your menu and lay it on the
table.
 If you leave the table during the meal, leave your napkin on your chair.
 When using silverware, start from the outside.
 Don’t put your elbows on the table while eating
 Place the knife across the edge of the plate, with the cutting edge toward you, when
it is not being used.
 Spoon soup away from you.
 The person who issues the invitation is expected to pay the bill.
 Send a thank-you note immediately after the meal.
Giving Gifts
Before giving gifts at work…
 Motive
 Relationship
 Money
Gift Giving Between Colleagues
Guidelines:
 Stay within the peso limit stated.
 What are the person’s hobbies?
 Do not be tempted by gag gifts.
 Wrap the gift.
 Do not be late with your gift.
What you choose to give and how you present your gift will say a lot about the type of
person you are.
Giving Gifts to Your Boss
 Check HR Policies
 Do your research!
 Appropriate gifts – calendars, organizers, pen sets, food baskets, stationery, tea,
coffee, etc
Always remember:
Giving no gift at all can be better than giving the wrong gift. A good rule of thumb
is to ask yourself if the gift is something you would let a child see (even if they would not
enjoy the gift itself). If you would not let a child see the gift, it may not be appropriate to
give to someone at work.
Dressing Appropriately
Tips:
 Always adhere to the dress code established by the office
 When unsure, opt for business dress rather than casual apparel
 Maintain a clean, well-groomed appearance
 A work wardrobe doesn’t have to be expensive
 A professional approach to casual Fridays

Chapter 9
Face to Face Communication II
What is face-to-face communication?
 Person to person or person to persons communication
 Persons communicating are in the same room/venue
 Real-time
What are the kinds of face-to-face communication?
 One on one sessions
 Team meetings
 Focused group discussions
 Classroom trainings
Benefits of face-to-face communication?
 Real time feedback
 See non-verbals
 Personal touch
 Undocumented (although could be a disadvantage given a different situation)
Disadvantages of face-to-face communication?
 Requires very good communication skills (fluency and thinking on your feet)
 Difficult to correct a mistake on the spot
 Some people are self-conscious
One-on-One Session
 One-on-one session is an individual meeting between you and your supervisor
 It is confidential, two-way and held away from the grind of daily work
 It is not a staff review and is intended to be more informal
 A one on one meeting should be highly focused.
 Try not to exceed 60 minutes
 A well structured one on one meeting effectively addresses two critical types of
needs: Personal and Organizational needs
Preparation
 How are you?
 Progress on operational work, research plan
 Project work progress
 Progress on agreed targets/milestones
 Things that have not gone well and could be done differently next time
 Celebrations/ things that have gone well
 Training and developments (New development needs and progression on training
plan, career plan)
 Any other business
 Housekeeping; diary commitments, annual and other leave requests, team events
 Date of next meeting
Delivery
Do’s
 Fill out you one-on-one form including actions for both you or the employee
 Have an agenda on what you would like to cover
 Be specific and have examples
 Focus on the behavior not the employee
 Listen to what your employees have to say
 Let the employee make their suggestions and choices first
 Ask permission to make a suggestion
 Empower the employee to complete their actions
 Both sign the one-on-one form
Team Meetings
 The purpose of a team meeting should be for communication and motivation.
 The meeting is the key element that holds a team together.
Always keep in mind:
 Invite only the essential employees to the meeting
 Have an agenda for every meeting
 Begin and end the meeting on time
 Assign a note taker for the meeting
 Follow up after the meeting with written tasks for each attendee
Agenda
Facilitation
 Set expectations for all parties involved in the meeting.
 Create and circulate an agenda before the meeting.
 Keep everyone focused and on task throughout the meeting
 Document all major decisions
 Close the meeting with action items
 Set expectations for all parties involved in the meeting
 Create and circulate an agenda before the meeting
 Keep everyone focused and on task throughout the meeting
 Document all major decisions
 Close the meeting with action items
Documentation
 Make sure that all of the essential elements are noted
 Prepare an outline based on the agenda ahead of time
 Prepare a list of expected attendees and check off the names as people enter the
room
 Make a map of the seating arrangement, make sure to ask for introductions of
unfamiliar people
 Concentrate on getting the gist of the discussion and not record every single
comment
 Use a laptop computer, a steno pad, etc
 Be prepared!
 Have the minutes approved
Focus Group Discussion
Purpose
 Gather background information
 Diagnose problems
 Stimulate new ideas or identify new relationships
 Generate hypotheses
 Evaluate programs
 Interpret quantitative results
Characteristics
 Listen and gather information
 Selected Participants – just anyone doesn’t do.
 Environment is safe and supportive
 Gather perceptions and points of view.
Coordination
Traditional Focus Groups
 8-12 participants
 Under direction of trained moderator
 Formal, directive, structured
 60-150 minutes
 Recorded, supplemented by field notes
Reminders:
 Identifying information: Rich Participants
 Balancing Resources
 Establish Target Audience
 Develop Questioning Route
Facilitation
 Tell Participants “They’re the Experts”
 Facilitator Affect: Warm But Neutral
 Ask Only One Question at a Time
 Frequently Repeat Key Phrases from the Question
 Be Comfortable with Silence
 Use Probes When You Need More Information
Documentation
Tips for taking focus group notes:
 Create a form on which to write your notes
 Take notes strategically
 Use abbreviations and acronyms
 Record both the question and the response
 Distinguish clearly between participant comments and your own observations
 Cover a range of observations

Chapter 10
Telephone Business Communication I
Variables in Phone Interactions
What makes up a good telephone interaction?
 Active Listening
 Telephone Etiquette
 Profiling the Other Party
 Achieving the Desired Outcome of the Call
Active Listening
Active listening is a communication technique that requires the listener to feed back what
they hear to the speaker:
 paraphrasing what they have heard
 probing by asking clarifying questions
Paraphrasing – restating in your own words themessage you thought the speaker had
just sent, without adding anything new.
Example:
Boss: Hey, remember I told you I need you on
Saturday? Can you do that favor for me two weeks in a row? (to the boss) “So you need
me both this Saturday
AND next Saturday ?”
Probing – is asking relevant and effective questions to find answers to a problem.
What probing questions would you ask a caller who says:
 His computer isn’t working.
 His new washing machine is busted.
 He was charged twice on his credit card from his last purchase.
Two Ways of Asking Probing Questions
1. Close Ended Questions
Answerable by YES or NO.
2. Open Ended Questions
 Needs elaboration.
 Used to gather additional information.
 Usually starts with HOW, WHY and WHAT?
Telephone Etiquette
Telephone - an instrument for reproducing sounds Into electrical impulses for
transmission (as by wire oat a distance; specifically: one in which sound is converted r
radio waves)
Etiquette is defined as conduct or procedure required by good breeding or prescribed
by authority to be observed in social or official life.
Telephone etiquette
Telephone Etiquette- refers to a set of rules that apply when people make calls to
others or when they are receiving a phone call.
Basic Telephone Etiquette
 Speak clearly.
 Address the caller properly by his title and last name.
 Do not use slang words or Poor Language.
 Remember the 3-second rule.
 Use verbal nods to avoid dead air.
 Identify yourself properly by providing your name, company name and contact
telephone number.
 Use your normal tone of voice when answering a call.
 Do not eat or drink while you are on telephone duty.
 Be patient and helpful.
Profiling the Other Party
Acknowledgement is the ultimate need of all callers. They are calling about a concern or
issuebecause it bothers them.
Different Forms of Acknowledgement:
 Paraphrasing
 Empathy
 Sincere Apology
3 General Types of Callers:
 Happy/Cooperative
 Frustrated/Disappointed
 Irate
Sincere apology-Irate
Paraphrasing-Happy/Cooperative
Empathy-Frustrated/Disappointed
REMEMBER: Always offer an assurance statement after your
acknowledgement.
Achieving the Desired Outcome of the Call
 Set proper expectations.
 Educate the caller.
 Avoid using jargon.
 Ensure that you and the caller are on the same page.
 Remember to verify the fix.

Chapter 11
Telephone Business Communication II
Typical Phone Call

Using the Call Flow

The Call Flow Model

The AVAYA Phone

Call Procedures: Placing the Caller on Hold

 Provide a reason for the hold.
 Give a warning before the hold.
 2 – 3 mins maximum hold time.
 Before getting back from the hold, call the customer’s name and thank them for their
patience in waiting.
Call Procedures:Cold & Warm Transfers
2 Types of Transfers
Cold Transfer - Office slang for an incoming phone call transferred without notice or
explanation from the transferring party.
Warm Transfer – an announced call; passing along the name of the caller to the other
party and making introductions along with summarizing the purpose of the call before
transferring him over.

Chapter 12
Telephone Business Communication III
Call Techniques: After Sales/Customer Service Calls
A satisfied customer is the best business strategy of all. ~Michael LeBoeuf
Tips to Provide the Caller with Excellent Customer Service:
P –Personalize the call
A –Acknowledge needs appropriately
R –Respond rapidly to a request
M –Meet your commitments
P –Provide alternatives
S –Seal the call with goodwill
Call Techniques: Sales Calls
There are two kinds of people, those who do the work and those who take the credit. Try
to be in the first group; there is less competition there.~Indira Gandhi
Tips to Provide the Caller with Excellent Service:
 Create a need
 Focus on the benefits more than the features
 Stay with the client in the present
 Believe and empathize with the prospect’s
 pressing concerns
 Partner with your customer.
Flow of information among peers within the same work unit
 Horizontal
Aware of one's preferred values
 Intercultural Communicator
The best channel through which to convey information is
 No best possible answer/Feedback "depends on the situation"
An event that creates within an individual the need to communicate
 Stimulus
Is useful to shape what people think and how people would receive and respond to a
particular message
 Impression management
________ happens when an individual adjusts his speech patterns to match those of
people belonging to another group or social identity
 Convergence
It involves managing other's view of oneself
 Impression management
We transmit message to the receiver via
 Medium
Common characteristics of a grapevine are...
 Information moves rapidly along the grapevine
Communication competence
 having the ability to be adaptable or flexible
Communication is defined as...
 Communication is an exchange of information between individuals through a
common system of signs, symbols, or behavior
Grapevine…
 is pervasive
Communication is necessary for overall physical health
 Physical Needs
Public communication happens when..
 a group becomes too large for members to contribute
Power and status relationships, cultural factors, interpersonal factors, and time pertains
to…
 Context Issues
Communication provides a vital link to others
 Social Needs
Communication satisfies our need; specifically...
 Social, Physical, Identity, Practical
In terms of non-verbal communications…
 It can be misinterpreted as easily as words
Intrapersonal communication is...
 Communicating with oneself
Interpersonal communication is a way for us to be
 be self-aware
MBWA stand for...
 Management By Walking Around
Ogden and Richard's Triangle tells us about...
 That meanings are in people, not in words
Choose the correct statement
 Communication will not solve all problems
Provides a particular demonstration of a particular type of communication, shown close
up in order to see the process of writing, not just the results
 3Ps Model
Communication model consists of..
 Stimulus, Filter, Message, Medium, Destination
Components of Communication Competence includes:
 The content, the manner, the form
___________ are related to what you write or say, while __________ are related how
you act.
 Verbal, non-verbal
Transmission of information through official channels within the organization
 Formal Communication Network
Transmits information through non-official channels within the organization
 Informal Communication
Oral communication...
 Requires cultural understanding
Dyadic communication is...
 commonly seen in long, established relationships
Essential element and vital part to make the business move
 Business Communication
Communication is possible…
 through the usage of different channels
This pertains to the nature of language where in which we experience the world in
symbols
 Language is symbolic
Kind of communication that is characterized by having interaction and interdependence
within the members
 Small group
Common sources of workplace diversity except:
 Goals
Main criteria that should be considered before choosing the medium of communication
except:
 No best possible answer
Shapes our values, beliefs and practices
 Culture
Mass communication is...
 Financed by large organizations; controlled by "gatekeepers"