Week 1- Group 6

Front 1

What are the five components of client communication?

Back 1

Participants, context, message, noise, feedback

Front 2

Whatare the five types of context?

Back 2

Physical, social, historical, psychological, cultural

Front 3

What does “internal noise” mean in the context of communication?

Back 3

This is thoughts,feelings, internal chatter, etc. that all interfere with a message getting across

Front 4

What does integrity mean in the context of customer service?

Back 4

Customers must believe that they can trust what you say and do. Integrity is being honest and having moral responsibility.

Front 5

What is historical context?

Back 5

How the history/background of the people interacting affects how they communicate with each other.

Front 6

What are the four major principles of communication?

Back 6

Communication has purpose (why are you communicating?), is continuous (you are always directly or indirectly communicating), has ethical implications (honesty, respect, etc) and is culturally bound (variations exist due to different cultural background).

Front 7

What is the difference between encoding and decoding in the context of communication?

Back 7

Encoding is the use of symbols to send your message/thoughts to another person. Decoding is how they transfer those symbols back into thoughts.

Front 8

What are some ethical implications of customer and personal communication?

Back 8

Honesty, integrity, fairness, respect, and responsibility.

Front 9

What is feedback in the context of communication?

Back 9

The response. Indicates how the message was received (seen, heard, etc) and interpreted. This is key when it comes to customer-client interactions.

Front 10

What are the four steps for communication (getting a message across)

Back 10

Meaning (your thoughts), symbols (what you choose to communicate those thoughts), encoding (transforming meaning into message using the symbols; sending the message), decoding (receiving/interpreting the message).