Encoding occurs when you or your customers convert messages received into familiar ideas.

3. Receiver Initially, businesses may be the receiver of their customer’s message; however, once businesses offer feedback, they switch to the sender role. As the receiver, businesses must effectively comprehend what the customer has said. 4. Message The message is the idea or concept that businesses or their customer wishes to convey. Messages often get lost in their delivery because businesses choose inappropriate words or nonverbal cues, and the customer misinterprets or does not understand their intended point. oIn order to prevent this from occurring, it is important to think before speaking. 5. Channel The method businesses choose to transmit their message is the channel. Examples of channels are face-to-face, telephone, e-mail, written correspondence, and facsimile. 6. Encoding Encoding occurs as businesses evaluate what must be done to effectively put their message into a format that their customer will understand. Failing to correctly determine the customer’s ability to decode the message could lead to confusion and misunderstanding. 7. Decoding Decoding occurs as businesses or their customer converts messages received into familiar ideas by interpreting or assigning meaning. Depending on how well the message was encoded or whether personal filters (e.g., gender, background, age, etc.) interfere, the received message may not be the one that businesses originally intended. oThis can lead to a service breakdown and potential conflict.

One of the two primary elements of a two-way conversation.

One of the two primary elements of a two-way conversation.  Gathers the sender's message and decides how to react to it.

A communication delivered through speech or signals, or in writing.

Term used to describe the method through which people communicate messages.  Examples are face to face, telephone, e-mail, written correspondence, and facsimile.

The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted along with considerations about the receiver.

The stage in the interpersonal communication process in which messages received are analyzed by a receiver in an effort to determine the sender's intent.

The stage of the interpersonal communication process in which a receiver responds to a sender's message.

Psychological barriers in the form of personal experiences, lessons learned, societal beliefs, and values through which people process and compare information received to determining its significance.

Refers to physiological or psychological factors (physical characteristics, level of attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information.

Potentially inflammatory words or phrases used in conversation.  They tend to inappropriately generalize behavior or group people or incidents together (e.g., always, never, everyone, everything, all the time).

Messages that are potentially less offensive than the word "you," which is like nonverbal finger-pointing when emotions are high.

Dialogue used to enhance relationships, show civility, and build rapport.

The practice of a message receiver giving back in his or her own words what he believes a sender said.

The silent bond built between two people as a result of sharing of common interests and issues and demonstration of a win-win, I care attitude.

Refers to factors, people, or situations that personally irritate or frustrate a service provider and which, left unchecked, can create a breakdown in effective service.

The response given to a sender's message that allows both the sender and receiver to know that a message was received correctly.

Messages sent to someone through other than spoken means.  Examples are gestures, appearance, and facial expressions.

Involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.

Involves incompatible or opposing views and can result when a customer's needs, desires, or demands do not match service provider or organizational policies, procedures, and abilities.

Which of the following is an example of Nonassertive behavior?

What is the term used to describe the method through which people communicate messages?

Is the response to a sender's message that allows both the sender and receiver to know that a message was received correctly?

What is the practice of a message receiver giving back in his or her own words what he or she believes a sender said?