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Excellence in Communication to Aid Service Delivery in Pension and Financial Industries

In: Business and Management

Submitted By PSEche
Words 1727
Pages 7
‘Excellence in communication to aid service delivery in pension and financial industries’
Presented by Philip Eche, MBA, fnimn, mimc, mnim, fCIP
(Principal Partner, Focus Business Managers Ltd, Kaduna).

FOCUS

to The Certified Institute of Pensions of Nigeria (CIPN) at Compulsory Continuous Professional Education (CCPE) on April 15th, 2010

Lagos Venue.

Presentation Objective
To stimulate the attention of the participants to have the understanding and become conscious of the importance of excellent communication skills in bridging the gap between service delivery and promises.

Presentation Outline
Definition of Communication Types of communication Communication process Importance of communication What is excellent communication? Communication - challenges and barriers How to improve communication ability Financial Service Industry – a focus on Pension service Coordination of Marketing communication Challenges to excellence communication Strategies to match service promises and quality service delivery

What is Communication?
Communication is the transfer of information and understanding from one person to another. It is a way of reaching other persons with ideas, facts, thoughts and values. It is a bridge or an exchange of meaning among people so that they can share feelings and knowledge together. Communication involves two or more persons .

For marketing communication, the objective is to help determine how promotion strategy components are used in the marketing programme in order to achieve excellent service delivery.
Communication can be verbal, nonverbal and written.

Communication Process
6. Sends some form of feedback to the sender. 1. Source has idea, thought or impression

5. Decodes or retranslates them back into an idea and

2. Is encoded or translated into words, symbols, and body movements that

4.

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