资源描述：
《顾客服务之有效沟通》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、COMMUNICATION“Communicationisoneofthemostpersuasive,important,andcomplexaspectsofhumanlife.”(Littlejohn,2002,p.3)1COMMUNICATIONORONLYINFORMATION?234567891011SENDER-->CHANNEL-->RECEIVERSENDER-->CHANNEL-->RECEIVERRECEIVER<--CHANNEL<--SENDERINFORMATION:isthecontentofamessage,th
2、esensationswereceivefromthemediuminwhichwefindourselves.Itiscomposedof3parts:COMMUNICATION:istheactionoftransmittinginformation.Itscomponentsare.Agoodprofessionalofthehospitalityindustryhastobegoodatcommunicationthroughtechnologyandatinterpersonalcommunication,thatiswhywewil
3、lstudywhatkindsofcommunicationthereareandhowtobegoodatthem.Inhospitalityactivitiesdifferentmodelsofcommunicationareusedaccordingtoeachsituationtakingintoaccount:TheobjectivesThepeopleinvolvedintheprocessThecontextCommunicationwiththeclienthastobebidirectional,therehastobeafe
4、edback,theclienthastobeareceiverbutalsoamessenger.Thismeansthatthemostimportantthingistolisten!!.Allcommunicationhasinformationbutnotallinformationiscommunication.121.8ELEMENTSOFCOMMUNICATION1.SENDER:thepersonwhotransmitsamessage,thesubjectofthecommunication2.RECEIVER:theper
5、sonwhoreceivesthemessage.3.MESSAGE:thecontentofthetransmission.Sometimesitcanbedistortedformultiplereasons;thatiswhywehavetotrytotransmitmessagesinapositivewayeventhoughtheircontentisnegative.Ex1.Positiveway:“wewillfindasolutiontoyourproblem.”Negativeway:“Yourproblemhasnosol
6、ution.”Ex2.Positiveway:“youwon’tlooseanythingtryingtodoit.”Negativeway:“anythingyoudowillbeuseless.”134.MEDIUMorCHANNEL:thisistheinstrumentweusetoestablishcommunication.i.e.radio,tv,internet,etc.5.NOISE,OBSTACLES,BARRIERS:somethingorsomeonethatmakescommunicationunsuccessfulo
7、rimpossible.I.einterferenceswhentalkingonthephone,someoneinterruptingaconversationbetweentwopeople,orwhenoneofthetwopeopleinvolvedinthecommunicationisthinkingofsomethingotherthanwhatthesecondpersonissaying.6.CODE:thegroupofsymbolsusedtotransmitamessage.Itisimportanttochooset
8、hecorrectcodeinordertohaveagoodcommunicationaccordingtothereceiver.Thelangu
