COMMUNICATION SKILLS

WHAT IS COMMUNICATION?

“ It is defined a transfer of Knowledge,

Information, Perceptions and Understanding

between Various Parts and Members of

Organization”. Communication can be a distinct

advantage that separates an organization’s

product OR service from its competitors.

COMMUNICATION PROCESSThe basis of any successful communication program is a

clear understanding of the communication process, seen

from the customers view point as:

From unawareness to awareness

It tells people about your Offering/Product/Services.

From awareness to comprehension

It explains specific offering.

From comprehension to conviction

It establishes your credibility.

From conviction to action

It makes customer to buy your Product/Services.

COMMUNICATION CHANNELS

SENDERENCODES

MESSAGESDECODES MESSAGES RECEIVER

RESPONSE ENCODES RESPONSE

COMMUNICATION MODEL

NOISE

It is a marketing communication term, which describes

all the distractions experienced by consumers as they

are hit with hundreds of different messages from other

organizations.

To understand the process of communication please

see the following model very carefully

MESSAGE AND MEDIUM

The five essential components of every individual communication are the same:

Source/Sender: It is the communicator itself i.e. the person or organization which originated the message.

Message: Also known as the “Marketing Message” is the information to be communicated to the external world about the organization. It should be informative and persuasive.

Medium/Channel:It is the channel used for communicating the message.

Receiver: The target audience.

Response: A set of desired reactions that will benefit the source.

Be friendly, courteous and sincere: treat your prospects

on a

person to person basis.

Use their name frequently: remember that the sweetest

sound

to a person is his or her own name.

Let them talk: be alert and flexible.

Think before you speak.

Be positive: a ‘can do’ attitude will keep your prospects

tuned in.

GUIDELINES FOR GOODCOMMUNICATION

Speak in terms with which they are familiar: avoid

slang; buzz

words, technical jargon or language that has no

meaning for

them. Don’t waste time and confuse the issues.

Think carefully about what you are going to say.

Don’t use 10 words when you can say it in three.

Don’t try to impress your prospects with vocabulary.

Use simple

words.

GUIDELINES FOR GOODCOMMUNICATION

Speak clearly. It may irritate your prospects if they

ask

you to repeat what you have said.

Ask questions to maintain interest. Asking questions

gives

the other person a feeling of importance.

Know when to end a conversation: if your prospect

keeps

looking at his or her watch or showing other signs of

disinterest, it’s time to change or end your

conversation.

Leaving gracefully as time is important in building a

long term relationship with prospects.

GUIDELINES FOR GOODCOMMUNICATION

THE IMPORTANCE OF LISTENING

FLOWER ‘APPROACH TO LISTENING’

Listening is difficult. Most people like to

talk, but you can not listen while you are

talking, Learn to listen and watch. Allah

has given you two ears and one mouth

that means Human Body is “double

design” for listening.

FLOWER” FORMULAF Stands for Face the prospect/speaker

L Stands for Lean towards the person who is speaking

O Stands for Open mindedness, do not have negative thoughts about the speaker

W Stands for Watch body language that is tone, gestures and movement of eyes

E Stands for Energize through questions, where needed

R Stands for Relax let the other person complete his/her thought, Do not Interrupt unnecessarily.

DEVELOPED BY:

MOHSIN ABBAS & KASHIF HASHMI

DATA COMPILED BY: MR. TARIQ MAHOOD

T H A N K S