Importance of Communication

-Communication is an integral instinct of all living things. The importance of communication is best understood when there is a lack of it. The following article discusses how important communication is and why it plays such a vital role in our daily lives. -There is more to communication than just talk and gesture. Listening, understanding and interpreting are as much integral to communication as words verbal, written or gestured. Yes, even gestures in communication play a crucial role in conveying and interpreting the message! Similarly, how we communicate or express ourselves goes a great way towards determining how our expressions are interpreted. To quote Karl Popper, "It is impossible to speak in such a way that you cannot be misunderstood". Faulty or incomplete communication can completely mar the purpose of communicating and may result in damaging consequences. This is where understanding the importance of communication and communicating the right way comes into picture. Not everyone is equally endowed with the ability to effectively express himself and this is where the importance of communication skills can be truly fathomed. The importance of communication is equal in every walk of like, be it in personal, professional or social life.

The Importance of Public Relations

Public relations professionals do more than draft press releases and build relationships with key media representatives. They must also be familiar with the attitudes and concerns of consumers, employees, public interest groups, and the community in order to establish and maintain cooperative working relationships.

In addition to fulfilling their traditional role of getting a company's message out to its audience, those who have completed their studies in communications and public relations may also be responsible for developing and running programs designed to keep the lines of communication open between company and organization representatives and their various audiences. This might include such activities as scheduling speaking engagements for key company staff and speech writing.

Why is Public Relations Important?

At its core, public relations revolves around this universal truth: people act based upon their perception of facts. By managing, controlling, or influencing people's perceptions, public relations professionals hope to initiate a sequence of behaviors that will lead to the achievement of an organization's objectives. When those in public relations successfully create, change, or reinforce opinion through persuasion, their primary objective is accomplished.

How Does Public Relations Work?

Public relations professionals follow a set of principles in order to achieve success. Most campaigns begin with the identification of the problem or challenge, then move on to setting the public relations' goal. In order to achieve the goal, the public relations specialist crafts persuasive messages and implements key communication tactics while monitoring progress and fine tuning as necessary.

The Communication Process

The communication process involves a sender or communication source, the subject matter of communication, expressions used for communicating (encoding), the medium of communication, receiver(s) of the communication and the interpretation thereof (decoding) and feedback. This can be diagrammatically represented as follows:-

SENDER >>> MESSAGE >>> ENCODING >>> DECODING <<< RECEIVER <<< MEDIUM <<< >>>FEEDBACK
The last part, i.e. FEEDBACK is crucial in determining whether the communication has been understood by the receiver in the same light as intended by the sender. Let us try and understand the importance of communication in different walks of our daily lives.

Importance of Communication in Business

The success of any business lies as much in networking and building sound professional relationships as it does in individual tact and business acumen. Communication is a crucial decisive factor in business relations. It is very important to say the right things at the right time and at the right place when dealing with partners, customers and stakeholders. Any mis-communication or ambiguity can pour pails of cold water on your hard work and ruin your chances of survival in today's competitive business environment. Maintaining professional etiquette in oral and written business communication is of utmost importance and must not be taken lightly. We should be grateful that we are living in an era of enlightenment where we have access to training on just about anything under the sun! Nowadays, many courses are available that provide training on developing business communication skills and correspondence and conduct classes on ways to improve communication skills. Effective communication skills in business go a long way in sealing your success

Importance of Communication in the Workplace

The most difficult part of running an organization is managing the human resources. This is one resource which doesn't work on any principle of management, economics, psychology or any other social science! This is the most random and volatile resource which must be managed with great dexterity to reach desired organizational goals. Communication is that lubricant which keeps this resource moving throughout the organizational machinery. Importance of communication in the workplace is manifold, as it involves communication along vertical, horizontal and parallel organizational levels and such communication should always follow the hierarchy prescribed by the organization. A breach of the hierarchal channel of communication is known as a Gang Plank and should be avoided as much as possible. Communication in the workplace involves interpersonal communication between colleagues, superior and subordinate and vice versa and workplace communication skills come handy in such situations. A clear understanding of the purpose of such communication, especially if it is of a vertical nature, along with the expectations of the sender and receiver are extremely important for the smooth running of an organization. Read more about ways to improve communication skills to enhance your interpersonal communication skills.

Importance of Communication in Leadership

What is the role of a leader? A leader is expected to represent his/her followers and motivate them to reach heights of success through individual and collective effort. Communication is the best equipment a leader can use to achieve this goal. Even ideals resting upon strong principles can fall flat and fail to motivate due to lack of effective communication skills. History is galore with examples of many national leaders who have moved the masses by their life-changing speeches and powerful writings! Abraham Lincoln and Martin Luther King Jr. are prominent examples of outstanding leadership through effective communication.

Importance of Communication in Relationships

I don't think I need to elaborate much on this, as we all have some time or the other experienced certain roadblocks and voids in our relationships owing to a lack of communication. Lack of communication in relationships result in frustrations, misunderstandings, unrealistic expectations, guilt and can create personal differences. It is difficult for people who share their lives with each other to coexist for long without having regular and smooth communication oil the machinery of the relationship. Relationship communication problems can only be solved through active and effective communication. As living beings, we need to express and understand the expressions of others. The importance of communication cannot and should not be underestimated. Sometimes, difficult situations in life can be resolved by just sitting down and talking it out! Similarly, most personal, professional and social disasters can be averted by maintaining clear, appropriate and unambiguous communication. All we need is some effort on our part to identify and avoid barriers to effective communication to make our lives and those around us better.

The importance of communication in an organization can be summarized as follows:

-Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. -Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions. -Communication also plays a crucial role in altering individuals attitudes, i.e., a well informed individual will have better attitude than a lessinformed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employees attitudes. -Communication also helps in socializing. In todays life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.

As discussed earlier, communication also assists in controlling process. It helps controlling organizational members behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management. -An effective and efficient communication system requires managerial proficiency in delivering and receiving messages. A manager must discover various barriers to communication, analyze the reasons for their occurrence and take preventive steps to avoid those barriers. Thus, the primary responsibility of a manager is to develop and maintain an effective communication system in the organization...

HOW TO COLLECT CUSTOMER INFORMATION

-Collecting customer information is one of the best forms of marketing you have. It gives you the ability to get in touch with people who have already been to your brick-and-mortar store, who have experienced your services or products, who have, essentially, already begun building a relationship with you. And best of all? Its free. You may pay out a little bit if you send postcards or a paper newsletter or flyer, but the cost is minimal compared to paying for a radio or newspaper ad. And if you start moving your customer interactions online, you can use this customer information to stay in contact with your customers and prospect list via email without any postage or printing cost.

Step 1: Make it quick and easy. Have a simple form handy, make lots and lots of copies, and leave it out in your retail space. Dont make the form long; in fact, the shorter the better. Ask for the customers name, email address, and (perhaps) phone number or mailing address. The name and email address are the essentials, and you can just stick with those and get great results. Step 2: Make it beneficial for the customer. Give your list a name the Preferred Customer List or something along those lines and give customers a clear, concise reason why they should join it. For exclusive offers. For special discounts. For members-only events. Step 3: Train your employees. Create a short script and train every single employee to go through that script. It can be very short, and very simple: Sir or Maam, would you like to sign up for our Preferred Customer List? We just need your email address, and youll get access to exclusive offers just for our Preferred Customers. Teach your employees to have the form and a pen ready, and hold it out to the customer while they are asking the question. This small physical gesture makes it almost instinctive for the customer to reach forward. And no, employees shouldnt be pushy either. If a customer declines, all that is needed is a polite response: Well, maybe next time! Thanks for shopping with us!

Step 4: Be an Example. Let your employees see you going through that script whenever you ring out a customer, answer a question, or call a customer about a special order. The script can easily be followed over the phone; you or your employee will just need to take the information verbally and write it down.

Step 5: Be True to Your Word If youve offered exclusive deals or special events, follow through. A weekly email is best, but at the least follow up with a monthly email offering a special deal, coupon, or event. Make sure the folks on your mailing list understand that its exclusive; thats the value for them.
Step 6: Get Feedback Over time, your list will grow and youll have customers you get to know well. Use your list to get feedback on everything from your products to your store appearance to the kind of deals or events they would really like to see. Your customer list can quickly become a very valuable, informal method of market research; and the market is your ideal customer, so you know the information is good. (Here is a cool idea on WHAT to send to your e-mail list once you create it.) The holidays are the perfect time to start collecting customer information, so get to it. Create that form and start asking. Youll have a great way to follow up with all those new customers you get shopping for holiday specials.

Communication Aids
-Communication Aids are anything that help a person to communicate with others. It could be paper based, like a letter board or it could be an electronic device, these are known as Augmentative and Alternative Communication (AAC) devices. Many AAC devices are symbol based, and some are text based. -Some people use Voice Output Communication Aids (VOCA) these tend to be higher cost specialist devices dedicated to communication which may have no computer functions available. They can include the Lightwriter, the Jive, Say-it-Sam, the M3, the Springboard Lite, Vantage Lite and Vanguard etc. AbilityNet do not advise on VOCAs, but would strongly recommend contacting an appropriate organisation or supplier for an assessment, please see details at end of this factsheet.

-The success of any communication aid relies on the user, the family, school and speech and language service working together. Choosing an aid needs to involve the person who uses it and those who will support it; otherwise it can just end up confusing and frustrating the person trying to communicate . -Our main concern is to make sure that an individual has the right device to meet their needs. However, getting the correct equipment with the correct software, mounted in the correct place, controlled with a suitable method, will rarely be more than 40% of a solution. The rest, and in our opinion, the most important part of any given solution, is the personalisation, training, and ongoing support required to enable the user to deliver the conversation they require..

Overdue! How to Collect From Tardy Customers

Patience, confidence and a solid plan are keys to collecting what you're owed. -Collecting money is a job most people shy away from. No one likes a confrontation or asking to be paid. For some people, being asked to pay a bill is insulting and can result in defensive behaviors. How can you collect money from these customers without blowing up at them and losing your cool? -Having a plan prior to making a collection call is crucial. Remember that the person is probably embarrassed, stressed and will likely become defensive when you ask him or her to pay. Being prepared for this will put you ahead of the game. A little patience and understanding go a very long way. When customers are explaining to you why they have not paid or cannot pay, keep quiet and listen. No matter how much you want to interrupt, give them a chance to explain. Sometimes they will calm down just because you listened to them and they were able to vent. When they are done, address the problem and offer a solution--or a couple, if you can. -Doing these things lets customers know you care enough to listen to them and that you are giving them a couple of options to solve the problem. When customers get to choose a way that works best for them-even if it is to repay a debt--the chances of them sticking with it are much higher than if you call and demand payment in full right now without taking their situation into consideration. Offering a solution or offering a couple of options and remaining calm will give you the best chance of collecting from a past-due customer who might be yelling and swearing at you. Anyone trying to collect money--even if the amount was agreed upon at the time of the sale--may be required to negotiate. During this economy, many people may have had every intention of paying their bill in full or on time, but circumstances beyond their control have gotten in their way. Most bill collectors and business owners are not as effective at negotiating as they could be.

Here are some things to remember when calling past-due customers: Understand the negotiation process : Highly effective bill collectors recognize that negotiations are a process. It requires an understanding of the billing, credit approval and payment processes. Focus on a win-win solution : Win-win means both parties feel like they benefited during the collection process. Successful collectors look for opportunities to help customers solve problems. They also know when to be firm and limit what they do in order to reach an agreement that is acceptable for both parties. Be patient : Too many collectors try to go for the quick fix so they can get paid and move on to the next account. Successful collectors know that patience is a virtue and that rushing the collection process often leads to not getting paid. Take the time to gather information before contacting customers, and think carefully about possible solutions. This could be the critical step that helps you avoid the major mistakes you make when you rush, some of which can involve breaking the law.

Be confident : Confidence is key to successful collecting, but don't make the mistake of being arrogant, rude or cocky. The truest confidence is demonstrated by your belief in your ability to reach a win-win agreement with the customer. This confidence is gained through experience, and the more debt collections you do, the better you become at it.
Develop your listening skills : People will tell you just about everything you need to know if you ask the right questions or keep quiet long enough. The two biggest mistakes a collector can make are not listening or interrupting a customer. Sometimes all it takes is listening a little longer to get key information that will assist in your collection efforts. Being a successful bill collector is a skill that takes time, effort and energy : To collect more money, you need to work at it, invest the time learning the dynamics and science of negotiating, and be firm. Every business will have to make a collection call or send a collection letter at some point; these tips can help make that a painless experience for you, your staff and your customers.

A Practical Guide to Handling Customer Complaints

1. Complaints: A Critical Form of Communication Complaints are a goldmine of information Complaints offer businesses an opportunity to correct immediate problems. In addition, they frequently provide constructive ideas for improving products, adapting marketing practices, upgrading services, or modifying promotional material and product information. While occasional problems with service of merchandise are, to some extent, inevitable, dissatisfied customers are not. Companies can learn to recover from mistakes. A good recovery can turn angry, frustrated customers into loyal ones. Recognizing the importance of responding fairly and efficiently to buyer disappointment in the marketplace, many businesses have established effective and innovative systems for resolving consumer complaints. Within any industry, those companies with a positive philosophy and a reputation for fair complaint-management have a competitive edge.

A management philosophy that embraces customer satisfaction as a primary goal of business, instead of defending the company in the face of complaints, can change the rules of the game for companies. It shifts the emphasis from the cost of pleasing a customer to the value of doing so, and trusts front-line employees to use their judgment. British Airways' customer-relations department can claim to be a true champion of the customer. The retention rate among those who complain to customer relations has more than doubled, while its return on investment (the value of business saved plus increased loyalty and new business from referrals relative to the department's total costs) has risen 200%. British Airways employees are never happy to have service failures but are eager to hear about them when they occur because they know that ignorance is anything but bliss.

2. Why is Complaints Handling Important?

Generate Loyalty, Goodwill and Word-of-Mouth By talking back when they believe they have not received their money's worth, consumers give businesses an opportunity to correct the immediate problem and restore goodwill. Experience shows that consumers who complain about products and services continue to frequent the businesses and buy the products they complain about if they believe the complaint was resolved fairly. Research into complaint behaviour reveals that only a fraction of dissatisfied consumers complains to business and, thereby, gives the company an opportunity to correct the problem. There is evidence that some consumers do not complain because they are sceptical about business's willingness or ability to resolve disputes fairly. Consumers simply withdraw their patronage and criticize the company or the product to others. Such findings underscore the importance to business of a complaint management system that is well-publicized and easily accessible. An unregistered complaint may do as much harm as one that is mismanaged or not resolved. Careful complaint management can save business unwanted costs. For example, negative wordof-mouth publicity from dissatisfied consumers means lost revenue and necessitates additional investment in advertising to attract replacement customers.

Careful complaint management can save business unwanted costs. For example, negative word-of-mouth publicity from dissatisfied consumers means lost revenue and necessitates additional investment in advertising to attract replacement customers. Complaints and complaint trends tell business how to do its job better by alerting management to problems that need prompt attention and correction. Furthermore, they indicate long-range opportunities for product innovation and problem prevention. A well-planned system for screening and recording complaint data can provide business owners and managers answers to such important questions as the following: Are products "oversold" or "over advertised?" Is advertising clearly understood? Are salespeople overzealous? Do product disclosures (such as labelling, warranty information and service agreements) need to be improved? Are user's manuals clear, complete and easy-to-read? Would changing warranty coverage reduce complaints? Complaints also provide information about product quality: Are there opportunities for product improvements or better quality control? Are there indications of safety defects that should be reported and corrected, or that justify a recall?

To get this valuable feedback, complaint-reporting must generate information swiftly and systematically to the appropriate managers or departments. Initial screening should trigger immediate action, when necessary, and statistical summaries should identify trends and longrange courses of action.