EFFECTIVE COMMUNICATION

Communication

A two-way process that involves sending and receiving messages.

Sender

The person who initiates the message.

Receiver

The person to whom the message is sent.

Effective Communication

When the message sent has been received, understood, and acted upon as intended.

Message

The information sent using a suitable method (verbal, written, visual, electronic).

Barriers to Effective Communication

Factors such as noise, distance, poor hearing/sight, language, culture, age, education, inattention, and complex language that impede communication.

Advantages of Modern Workplace Communication

Benefits such as quicker communication, accessibility, and more flexibility.

Disadvantages of Modern Workplace Communication

Drawbacks such as misunderstandings due to tone, less personal interaction, and potential information overload.

Common Reasons for Customer Complaints

Issues such as poor service, poor-quality goods, missed appointments, unreturned calls, or high costs.

Complaints Process Aim

To investigate, resolve, and prevent future issues while protecting the company’s reputation.

Handling Simple and complex complaints 

SImple: Quickly and with minimal staff involvement.

Complex: With more time and senior management involvement.

Effective Complaint Handling Steps

Stay calm, listen carefully, gather facts, apologise if needed, and find a fair solution.

Changes in Modern Workplace Communication

Increased use of digital communication tools, faster information sharing, and global reach.

Examples of Communication Barriers

Noise, distance, poor hearing/sight, and complex language.

Effective Communication Characteristics

Clarity, conciseness, and engagement from both sender and receiver.