Effective communication

What is communication?

A two-way process of sending and receiving messages.

What is effective communication?

When the message is received, understood, and acted upon as intended.

Name types of communication.

Verbal, written, body language, sign language, symbols, music, drawings, trademarks, websites, telephone, lights, sirens, radar, etc.

What must the sender do?

Plan, be clear, logical, polite, use simple words, encourage feedback.

What must the receiver do?

Be attentive, show interest, ask questions, take notes.

What should be considered about the message?

Use the method that best suits the purpose (verbal, written, visual, electronic).

What are barriers to communication?

Noise, distance, language, culture, age, education, technical terms, inattention.

What is feedback?

Extra communication to ensure understanding (questions, comments, facial expressions, body language).

Why are class activities used?

To show how barriers (e.g., unclear instructions, not seeing the sender, no gestures) affect communication.

Why are complaints important in workplaces?

How they’re handled shows how effective communication is.

What are common complaints?

Poor service, poor goods, high cost, missed appointments, lack of contact.

What is the aim of complaint handling?

Investigate complaint, fix it to satisfy both sides, protect reputation, prevent repeat issues.

How to handle an angry caller when the manager is unavailable?

Stay calm, explain manager is unavailable, offer help.

How to handle an aggressive car service customer?

Explain clearly, acknowledge mistake, offer solution.

How to handle a florist delivery failure?

Apologise, explain, offer refund or replacement.

How to handle a late art framing job?

Admit delay, apologise, give realistic completion time, possibly discount.