02 communication
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To learn how to communicate is quite difficult. The goal is to keep on trying till you get to the right point: the message is responded to.
There is a lot of books specialised in communication strategies but the self-training is the most important. Also watching how the others do communicate may be a lesson how to succeed.
For people who are not much self-confident there are also dramatic lessons which may help them with some problems.
8) Customer care in museums, professional communication with customers
Customer care in museums in general consists of giving basic information about the works or exhibits and about the museum itself.
What contributes to it: the eye contact, being pleasant and having good language skills.
Professional communication with customers: by a customer’s type of temper:
Sanguinic: makes fast decisions, so that the expert help and fast work are expected
Choleric: promptness and pleasant behaviour are necessary
Pflegmatic: makes slow decisions, passive customer, patience and businesslike arguments are needed
Melancholic: needs to contribute by his/her self-confidence
friendly behaviour and time to make decision are important.
The employee should represent the institution (also country if visitor is a foreigner) and try to answer customer’s questions.
via – skrze, přes
transmission - přenos
recipient - příjemce
root – kořen, základ (slova)
to gather – shromažďovat, sbírat (informace)
instantly - okamžitě
levels and means – úrovně a způsoby
tone emphasis – zdůraznění
accompany – doprovázet
misinterpretation – špatný výklad
consensual – obvyklý
encryption - zakódování
cell phone - mobil
the lack / surplus of information – nedostatek / nadbytek
mood - nálada
communication apprehension – strach z komunikace
anxiety – strach, obava
concept – psychický stav
bypassing – obcházení problému
indiscrimination – nekritičnost
polarisation – vyhrocení názorů
time lag - nuda
politics - názory
further – přen.dál
self-confident - sebevědomý
exhibits - exponáty
promptness – rychlost, hbitost
businesslike - věcný
There is a human, animal and human/animal communication. We will talk just about the first one.↩
Information: voice (phone), video (TV), data (internet)↩
Protocol: the set of rules in the information exchange↩
a) Analog telecommunications: phone, radio, TV, photography, art (Theatre Arts, pictures...)
b) Digital telecommunications: encryption (to specify communication), digital transmission media (telegraphy); computer network: e-mails; cell phone: text messages; digital camera...↩
Network-based visual communication e.g. web cam chat↩
Consensual language – the meaning of the words is understandable in the whole society↩
Subjective or the inadequate expert language – to give the words the extra meanings understandable just to a close group of people↩