Communication & Listening

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Contents

Forms Of Communication ............................................................................................. 1

Types Of Communication ............................................................................................. 1
Communication Networks ............................................................................................. 2
Feedback and Criticism ................................................................................................ 4

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Marketing Trainee Guide - 5

Communication & Listening

The art of being able to structure and transmit a message in a way that another person can
easily understand and/or accept.
Communication Mathematics:
7% - Spoken Words
38% - Tonality/Para Language
55% - Non-Verbal
Body Language is the unspoken language that goes on in every Face-to-Face encounter
with other persons.

It tells us their true feelings towards us and how well our

communication is being received.

Forms Of Communication
Written Or Signs
Spoken
Visual/Gestures
Technology
Touch
Types Of Communication
Verbal
Oral
Written
E-mail
Nonverbal
Expression
Expressive behaviors
Body language
Para Language
Tonality, pitch (of voice)
Verbal Communication
Use words, in a language, that are understandable.
Ask a specific question if you want to hear a specific answer being direct helps.

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Marketing Trainee Guide - 5

Write a list of questions before you start a call. Avoid making any unsupported
assertions or conclusions.
Do not be afraid to pause while thinking of your next question. You really dont have
to keep talking.
Have a clear objective for the conversation. Its important to be clear in your mind
and speech.
Nonverbal Communication
Gestures/Sign Language
Facial expressions
Posture/stance Can be interpreted as: friendly /aggressive interested/bored
Use of eye contact
Touch
Dress/appearance
Personal space
Communication Distinctions
Formal/Informal
Official/unofficial information exchange
Vertical/horizontal
Superior-subordinate/peers
Personal/impersonal
Situation of mutual influence/exchange without
mutual influence
Instrumental/expressive
Necessary for job/non-job information
transmission
Communication Networks

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Marketing Trainee Guide - 5

Each Single Communication has 5 Steps

Message Formation
Message Encoding
Message Transmission
Message Reception
Message Decoding
Effectiveness of Communication
Related to Timing
Related to Choice of Channel
Related to Message Structure
Related to Delivery Style
Related to Mode
Barriers To Communication
Physical
Noise
Darkness
Distance
Fatigue
Semantic
Words
Pictures
Symbols
Psychological
Values
Perceptions
Distrust
Poor listening habits

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Marketing Trainee Guide - 5

Feedback and Criticism

Both constructive/negative criticism exist
Use feedback constructively to improve individual and team productivity and
performance.
Affects morale, motivation and team cohesiveness
Leader directed feedback is powerful tool in shaping behavior of team as team.
Four Types of Feedback
Clarifying
Restating instructions, making sure there is no confusion.
Interpretive
Involves making observation of the teams behavior.
Judgmental
Involves drawing conclusion in form of value judgment.
Personal reaction
Gives information about your personal feelings.
Communication Strategy: Responding To Criticism
Ask for more information.
Agree with the critic.
Use listening skills to guide the critic toward the real problem source.
Constructive Criticism
Not focused on blame.
Does not attack a persons characteristic, or refers to any defamation of character.
Focused on an analysis of the problem.
Positive Critiquing includes:
Balancing the positives and negatives.
Pointing out problems and solution options.
Communication Intervention Techniques
Assertive communication
Shift your focus
Create a positive open attitude

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Marketing Trainee Guide - 5

State your perception

Establish mutual goals
Use of I messages
Incorporate balance
Include strengths, review contributions
Solicit feedback

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