Receptionists Training: Communication and the Signs


What is Communication?

COMMUNICATION CAN BE DEFINED AS:

A process of which information, meanings and feelings are shared by persons through the exchange of verbal and non-verbal messages.

HOW DO WE COMMUNICATE?

NON-VERBAL – posture, gesture, facial expression, clothes, smell and touch.

VERBAL/VOCAL LANGUAGE  – Volume, tone, pitch of voice, clarify of speech, intonation, pace.

Communication is about giving and acquiring information by various means. The more effective you are at communication with others the more you acquire or learn.

NON-VERBAL COMMUNICATION

People may communicate their state of mind or emotions through:

  • Posture
  • Sighs
  • Hand gestures
  • Tears
  • Eye Contact
  • Heavy or light breathing
  • Relaxed or tense
  • Silence
  • Eye movement
  • Facial expressions
  • Tone of voice

PEOPLE MAY ALSO COMMUNICATE THEIR PERSONALITY THROUGH:

  • Choice of clothes
  • Home / car / lifestyle
  • Make up / jewellery / hairstyle
  • Leisure interests

The above are  ways that people use to communicate – but the important thing is to understand  communication and deal with it in the appropriate way.

and remember – communication is a two way process.