COMMUNICATION: ITS EFFECTS ON THE ORGANIZATION

1
COMMUNICATION ITS EFFECTS ON THE ORGANIZATION

• Maria McHugh
• HRE 384
• Multimedia
• PowerPoint
• Presentation

2
FACTORS THAT ENSURE CLEAR COMMUNICATION

• Listening
• Eye Contact
• Clear explanations
• Asking questions

3
DYNAMICS THAT AFFECT PATHWAYS OF COMMUNICATION

• EMOTIONS
• NEGATIVE ATTITUDES
• CLOSED MINDEDNESS
• MANAGEMENT

4
INEFFECTIVE COMMUNICATION

• Unwilling to discuss calmly
• Inability to admit mistakes
• Inability to allow others to be right
• Heated debates
• Shouting
• Not listening

5
EFFECTIVE COMMUNICATION

• Listening
• Teamwork
• Setting Goals Together
• Courtesy

6
PROBLEMS IN ORGANIZATION

• TOP-DOWN PROBLEM
• Hierarchy
• Lack of communication through levels of employees
• Misinformation
• Mistakes --- Frustration
• Poor service to customer

7
CUSTOMER SERVICE

• Anything we do for the customer that enhances the
  customer experience
• Going ABOVE BEYOND
• Exceeding expectations
• Expressing empathy
• Winning loyalty
• Listening
• Valuing
• Helping

8
COMMUNICATION CUSTOMER SERVICE

• Commitment to Quality Service
• Satisfied Customers
• Satisfied Employees
• Satisfied Companies
• Communication among all three parties
• Building Relationships
• Customer Loyalty

9
Customer Service Links

• For suggestions, ideas, and resources, visit the
  following sites
• http//www.customer-service.com/
• http//www.customerservicegroup.com/
• http//www.the-resource-center.com/
• http//www.customerservice.support.microsoft.com/
• http//www.customercare.com/