Capítol B 2 - Establir un procés de comunicació adient amb les/els nostres Clients

Study Notes

Interpersonal communication is complex and essential for human life and social order.
Communication is a continuous process of exchanging and sharing thoughts between two people.
Communication is the main tool for customer service in organizations.
Communication involves encoding and decoding messages between an emitter and a receiver.
Feedback is crucial in communication to ensure that the message has been understood.
There are seven logical stages in the transmission of a message.
Communication can be distorted or incomplete due to information overload, external events, or misinterpretation.
Good communication requires a common language and understanding, the absence of distractions, and a message followed by a response.
The responsibility for making oneself understood lies with the person communicating.
The process of communication is based on the person communicating and their intention and desired outcome.
Communication is affected by personal frames of reference and perceptions of others.
There are three types of communication: incidental, consumptive, and instrumental.
The goal of intentional communication is to modify the knowledge, skills, or behavior of the receiver.
Feedback from the receiver is necessary for effective communication.
There are verbal and non-verbal ways to provide feedback.
The sender should respond to feedback immediately to ensure full communication.
Active listening is necessary for quality customer service.
Active listening involves receiving the message, maintaining appropriate physical and mental attitudes, and asking appropriate questions.
Communication barriers can be overcome by preparing the message, understanding non-verbal cues, and summarizing the message.
Attitudinal requirements for effective listening include empathy and understanding of client expectations.
Active listening is important in customer service to avoid misunderstandings and project professionalism.
Techniques for active listening include creating a pleasant atmosphere, being prepared, avoiding distractions, summarizing ideas, and asking questions.
The 10 rules of active listening include focusing on ideas, evaluating content, listening optimistically, avoiding quick conclusions and judgments, concentrating, and maintaining an open mind.