COMMUNICATION

1. COMMUNICATION

2. COMMUNICATION The rules of formal or written messages are: • Handwriting should be legible. • Sentence construction short and simple • Jargon must be avoided • Technical detail accompanied by explanation • Don’t assume the recipient has prior knowledge • Correct sentence structure is used • Correct spelling, grammar and punctuation used

3. NON-VERBAL COMMUNICATION Non-verbal communication is an essential part of all person-to-person situations. BODY LANGUAGE Bodily actions are used when communicating with another person. These actions may transmit feelings which are in conflict with the verbal message that has been sent including: * Stance * Facial Expression * Use of hands and gestures.

4. NON-VERBAL COMMUNICATION PHYSICAL CHARACTERISTICS AND APPEARANCE The eyes, lips, mouth, eyebrows, nose, forehead, chin, hands, fingers, arms legs and feet, and sitting position can be varied to reflect needs, motives and feelings of a person.

5. NON-VERBAL COMMUNICATION SPACE • Individuals control the space around them and this gives a message to others. • It is important to understand the difference between social distance and personal space. • Good social distance is considered to be about one meter. • Personal distance varies according to your culture and affibity with another person.

6. NON-VERBAL COMMUNICATION ENVIRONMENT • This applies to the setting in which you work. * A darkened disco area might seem threatening * The noise of the disco might be intrusive. * An over-crowded dining room might be overpowering. * All of these represent non-verbal messages which are interpreted according to individual motions and concerns.

7. NON-VERBAL COMMUNICATION TIME • In your work, punctuality relays the message that you care for the customer. • Lateness in responding to a request can be interpreted as not caring. • Lack of timely response could be interpreted as a non-verbal message that you may not care.

8. BARRIERS TO COMMUNICATION • Status • Pressure of time • Value judgements • Inattention • Jumping to conclusions • Physical barriers • Individual differences • Lack of feedback • Emotions • Inconsistency

9. CUSTOMER NEEDS AND EXPECTATIONS These needs are often determined by: • Cultural factors • Socio-economic factors • Health factors • Available time • Age • Personality / mood • Areas of interest

10. DEALING WITH CUSTOMER COMPLAINTS • Listen – handle complaints promptly, sensitively, courteously and discreetly. • Acknowledge – establish the nature and details. • Respond – advise the course of action to be taken and check if acceptable. • Take action – resolve to the customer’s satisfaction within your authority. • Report – refer to a higher authority if not resolved. Report to customer. • Follow-up – complete any documentation accurately, legibly and within ant time constraints.