Communication#43, 44, 45

Channels of Communication in SER Industry

• The avenues through which messages are delivered

• Forms of Communication include:• Face-to-face

communication with consumers• Telephone calls

(telemarketing/sales)• Press releases, letters,

reports• Emails (email blasts)

What is Communication• The process of

exchanging messages between a sender and a receiver

• Communication skills include listening, reading, speaking and writing

• Good communication skills are key to effective communication

Sender Receiver

Telephone Calls

• Telemarketing to sell season tickets

• Calling to see if their company provided you with excellent customer service

• Consumer feed-back, suggestions, etc

•Message is communicated solely by voice

• Must make sure you have a pleasant voice

Online communication• Online communication

is the fastest and most informal form of communication

• Companies use many channels of online communication, which include:

• Blogs and chats

• Newsletters

• Online Press Releases

Social Networks• Using social networks is

a must for sports, entertainment and recreation companies

• Companies are constantly letting their “fans” know what they are doing and where

• Businesses are using social networks to reach their niche target markets

Communication in the workplace

• Team Member Team Member• Football – Coaches talk to Quarterback in helmet • Team Encouragement – team members shout

“encouraging” words to follow players on the field

• Media The Fans• All pro sports – media interviews with coaches and

players • Commentators – giving play by play analysis of the

games• TV talk shows and internet – provide highlights and up

to date information about athletes and teams

Communication in the workplace

• Communication in the sports industry, like any other workplace, is critical.

• You must be able to communicate with co-workers, or members of your team, in order to get the job done

• You must understand social cues to interact with co-workers

• Players, coaches and management must have good communication in order to be successful as a team

Check Point Activity• What is communication?

• What are the different channels of communication?

• What form of communication is essential this day in age?

• In what ways do we see communication in sports?

Nonverbal Communication

• Expressing yourself without the use of words

• Facial expressions, hand motions, eye movements, etc.

Positive Effects• Help give you clues about a customer’s mood and

interest in a product

• Can reinforce what was said verbally

• Can be used as a substitute for a verbal message• Gestures or facial expressions

Negative Effects• May be misunderstood

• May contradict a verbal meaning• Nod reinforces a positive message, but a wink may

contradict it

• Can create tension in communication

Review• What is nonverbal communication?

• What are the positive/negative effects?

• Why is it important to observe nonverbal communication in co-workers? In customers?

• What are some nonverbal cues that have different meanings in different cultures? How do these affect communication?

Assignment• Students will apply their knowledge of effected

communication

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