Customer centric Service Orientation

 

Unit-III Customer centric Service Orientation (ग्राहक केंद्रित सेवा अभिविन्यास)

What is Communication?

COMMUNICATION IS THE ACT OF TRANSMITTING, INFORMATION, IDEAS, AND ATTITUDES FROM ONE PERSON   TO ANOTHER. COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

Types of Communication

Downwards Communication:  Highly Directive, from Senior to subordinates, to assign duties, give instructions, inform to offer feedback, approval to highlight problems, etc.

Upwards Communications: It is non-directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal

Communication: Among colleagues, and peers at the same level for information sharing for coordination, to save time. In the modern business environment communication extends beyond written or spoken words to listened words. Visual dimensions added by T.V., and computers have given new meaning to communication.

COMMUNICATION NETWORKS

Formal Network: Virtually vertical as per chain go command within the hierarchy.         

Informal Network: Free to move in any direction and may skip the formal chain of command.  Likely to satisfy social and emotional needs and also can facilitate task accomplishment

HIERARCHY LEVEL

Barriers to communication

Barriers to communication

Barriers to communication

•        Noise

•        Inappropriate medium

•        Assumptions/Misconceptions

•        Emotions

•        Language differences

•        Poor listening skills

•        Distractions

Hearing Vs Listening

•        Hearing – Physical process, natural, passive

•        Listening – Physical as well as a mental process, active, learned process, a skill

ESSENTIALS OF COMMUNICATION DON’Ts

¬  Do not use technical terms & terminologies not understood by the majority of people.

¬  Do not speak too fast or too slow.

¬  Do not speak in inaudible surroundings, as you won’t be heard.

¬  Do not assume that everybody understands you.

¬  Do not interrupt the speaker.

¬  Do not jump to the conclusion that you have understood everything.

How to Improve Existing Level of COMMUNICATION?

¬  IMPROVE LANGUAGE.

¬  IMPROVE PRONUNCIATION.

¬  WORK ON VOICE MODULATION.

¬  WORK ON BODY LANGUAGE.

¬  READ MORE

¬  LISTEN MORE

¬  INTERACT WITH QUALITATIVE PEOPLE.

¬  IMPROVE ON YOUR TOPIC OF DISCUSSION,

¬  PRACTICE MEDITATION & GOOD THOUGHTS.

¬  THINK AND SPEAK.

¬  DO NOT SPEAK TOO FAST.

¬  USE SIMPLE VOCABULARY.

¬  DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

¬  LOOK PRESENTABLE AND CONFIDENT.

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