Feature Communication Articles
- Articles Index
- Become A Brilliant Conversationalist: Using Probing Questions Guide
- Credibility: Knowing The Difference Between "Understanding From The Outside" and Understanding From The Inside
- Finding The Sweetspot Between Overly Positive and Overly Negative
- Communicating With Or Managing The Overly Positive Or Negative Employee
- Are YOU A Social Media Bore? Probably!
- Why Is There So Little Questioning Used In Social Media Conversations?
- When The People Who NEED The Feedback Are The Least Likely To "Hear" It
- Why I Don't Thank People For Leaving Comments On My Social Media Content
- Gallery: Graphic Meditations On Verbal Abuse and Verbal Violence
- When And How Praise Can Be Toxic
- It's Not What You Say. It's What You Do NOT Say That Makes a Huge Difference with Conflict and Communication
- Focus On Communication In The 2016 Presidential Campaign
- Improving Communication Via The "Less Is More" Principle
- NEW Instructional Video: Delivering Bad News And Minimizing Backlash
Communication Topics
- COMMUNICATION HOME
- The Power of Language Tutorials
- Communication General Questions
- Assertive Communication & Listening
- Communication Styles
- Practical Communication Techniques, Tips, and Advice
- Communication That Creates Conflict - Eliminating Firestarters
- Communicating With Groups and Public Speaking
- Non-Verbal and Paraverbal Communication
- Social Media & Technology
- Communication, learning from goofs, gaffs, and oopsies!
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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool. (Lisa S. NJ)
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Differences Between Formal and Informal Communication
This particular dimension of communication is not so much a style as a choice that is usually dictated by the context and situation.
It is also associated with cultural differences, with Asian cultures seeming to be more formal in tone, given similar situations, although it's not a good thing to stereotype.
Also, particularly in Western society, more and more communication is done "informally", both in structure and stone. No doubt digital technology is part of the reason.
A mismatch (one person speaking formally, another informally) is likely to evoke misperceptions if parties are not aware there is that gap.
The formal speaker may see the informal speaker in the conversation as lacking respect or manners, or even as being illiterate and ignorant.
On the other hand the informal speaker may see the formal speaker as being a "stick in the mud", putting on airs, or otherwise trying to impress.
Neither need be true.
Informal Style
Communication is governed by strict rules regarding such things as: forms of address, ways to address persons of different ages and statuses, topics which can and cannot be discussed, etc. Communication in many respects is highly
ritualized.
Informal Style
Communication is less bound to specific conventions. Persons have more flexibility in what they say, to whom they say it, and under what circumstances. Informal communication might also be demonstrated by the use of the first name, for example.