Transcript Jul 23 - Food and Beverage

SITXCOM001A
www.foodandbeverage.sydneyinstitute.
wikispaces.net
Work with colleagues and
customers
sriram.ramanathan@tafens
w.edu.au
COMPLETION OF THIS
CHAPTER YOU WILL BE
ABLE TO:
Communicate with others
 Maintain personal presentation standards
 Provide service to colleagues and customers
 Respond to conflicts and customer complaints
 Work in a team.
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WHO IS A CUSTOMER
someone who pays for goods or services
 Who are some customers we see in hotels?
 Travel & Tour tourists
 Accommodation – hotel staying guests
 Guests who use
Restaurant/Café/Bar/Club/Casino
 Guests attending Events, Conferences,
Weddings
 Airlines crew
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EXTERNAL VS INTERNAL CUSTOMERS
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Who is an external customer? Examples
travelling alone, with family or friends
business travellers
women – single, pregnant, with young children
travellers with special cultural and/or language needs
travellers with disability/ special needs /budget
backpackers /luxury/five star travellers
product preferences
industry partners
Who is an internal customer?
Examples
peers
subordinates
supervisors
colleagues in other departments
COMMUNICATION
 Communication
is a process of
transferring information from one entity
to another
 Workplace
communication is between
ourselves and our colleagues (internal
customers) and between ourselves and
clients (external customers).
COMMUNICATION
 Communication
is more than just telling
someone something. It involves the
transfer of information and understanding
from one person to another.
 It is successful only when it is understood
by the receiver in the manner the sender
intended.
 How something is said is often more
important than the words which are being
spoken.
 In fact, only about 7% of a message is
taken in through words, 23% by the tone
of the voice and the final 70% through
body language.
COMMUNICATION
 Irrespective
of who we communicate
with, the golden rules of
communication are:
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Be polite, professional and friendly
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Use an appropriate tone
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Use appropriate body language
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Show sensitivity to differences
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Actively listen
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Ask questions to facilitate
understanding
HOW TO COMMUNICATE WITH
CUSTOMERS
An idea or
message
is encoded
and sent
Sender
The response
is decoded
and translated
The message
is interpreted
and decoded
Receiver
The response
is encoded
and transmitted
COMMUNICATION MODEL
Channels
Encode
 Sender
 Background
 Culture
 Religion
 Education
 Experience
 Ideas
 Feelings
 Gender
 Age
 Self concept
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Message
Noise or interference
Feedback
Decode
Receiver
Background
Culture
Religion
Experience
Education
Ideas
Feelings
Gender
Age
Self Concept
CUSTOMERS
 Stages
of communication
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The sender – how this person communicates
is – is based on level of education, self-image,
cultural background, family, friends, attitude,
feelings and emotions.
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The message – the link between sender and
receiver. May be written, verbal, non-verbal or
all three.
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The receiver –is similar to sender - It is not
relevant if receiver agrees with message, what
is important is that message is received as
intended.
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Feedback – receiver lets sender know that
message has been received and understood