Customer Service Vocab Chapter 9

Person with the idea or message

Person sender is reaching

Content you are sharing

Sender understanding the receiver

Receiver’s reaction sent back to sender

Gestures, movement, and physical additions to a conversation

The pitch, volume, and speed of your voice

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

A single communication that contains two meanings.