5

Communication

I have often regretted my speech – never my silence. (Xenocrates)

The most important thing in communication is hearing what isn’t said. (Peter F. Drucker)

Aims

The aims of this chapter are as follows:

image to recognise the barriers to communication;

image to recognise the importance of body language or non-verbal communication when dealing with customers face to face;

image to improve communications, whether face to face, over the telephone ...

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