Customer Service Vocab Chapter 9

Person with the idea or message

(a)  

Person sender is reaching

(a)  

Content you are sharing

(a)  

Sender understanding the receiver

(a)  

Receiver’s reaction sent back to sender

(a)  

Gestures, movement, and physical additions to a conversation

(a)  

The pitch, volume, and speed of your voice

(a)  

Process in which the receiver filters the message & gives it a unique meaning. The meaning triggers a response, & the receiver returns (by voice, writing, gestures) the shared understanding of the message to the sender

(a)  

A process in which message arrives from a sender, & the senses pick up the message & relay it to the receiver

(a)  

A single communication that contains two meanings.

(a)