Effective communication is considered to be the sharing of information, ideas and opinions among participants in the process, involving an exchange between people. This two way communication process occurs when the sender is able to obtain feedback concerning how the receiver is decoding the sender’s message. Asking a few questions to confirm the receiver’s understanding or asking them to do something or to demonstrate their understanding would provide this feedback.

There are 3 types of communication:

• verbal

• written

• non-verbal communication.

Communicating effectively with customers in the entertainment industry can occur many ways, including; face-to-face, over the telephone and electronically. In any form of communication it is important to be accurate, clear, concise and courteous.

Take on the role of Lighting Technician in a large theatre company. Compile a list of peole that you would need to arrange to meet with pre-prodution, during production and post-production, using those catagories as sub-heading.

Good telephone etiquette includes the following:

• greeting callers

• answer call promptly

• identify the workplace/organisation

• identify yourself using ‘This is’ and name

• offer assistance

• courteous tone

• clear articulation

• audible volume

• accurate relaying of messages

Activity

Your teacher will take you through simulated phone calls from customers. You will be given the opportunity to deal with positive call as well as one from an unhappy customer. 

Work through pages 10-22 of your workbook. 

Work through pages 23-33 of your workbook.