Leadership/Leadership Chapter 3
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Transcript Leadership/Leadership Chapter 3
Agenda
Review articles from Chapter 2
A little humor……….
Chapter 3 – Communicating Effectively as a
Leader and a Manager
OH 3-1
Communicating Effectively
as a Leader and a Manager
3
OH 3-2
3-2
Hospitality and Restaurant Management
Chapter Learning Objectives
Describe the communication process.
Identify obstacles to effective communication.
Identify characteristics of effective speaking.
Identify types of nonverbal communication.
Describe characteristics of effective listening.
Use basic telephone skills.
Describe a systematic process for effective writing.
Identify procedures for effective organizational
communication.
OH 3-3
Managers Must Be Effective Communicators
They must communicate effectively with
staff members.
Interaction with customers is vital to the
restaurant’s success.
Professional development requires effective
communication skills.
OH 3-4
How does this dining room service team know what they
are supposed to do and how they are supposed to do it?
OH 3-5
The Communication Process
The process of sending and receiving
information by talk, gestures, or writing for some
type of response or action
Communication effectiveness is influenced by
what is said and how it is said.
OH 3-6
The Communication Process continued
OH 3-7
Organizational Communication
Communication messages can travel up, down,
and across the organization.
OH 3-8
Organizational Communication, continued
Upward Communication
Say what is important-including good and bad
Be brief, accurate, suggest solutions
Be sure timing is right
Don’t go over boss-unless needed
Downward Communication
Open door policy – listen objectively
Don’t overreact to bad news
Share as much as you can
Give feedback often, but sincere
OH 3-9
Organizational Communication, continued
Lateral Communication
Know peers as well as possible and as many as
possible
Share as needed
Look at ‘big picture’
Be sincere
Offer help, if possible
OH 3-10
Barriers to Communication
OH 3-11
Factors that Create Communication Barriers
Semantics
Prejudices
Jargon
Environment
Gestures
Clarity
Cultural differences
Message tone
Assumptions
Nonverbal issues
Preconceptions
OH 3-12
Informal vs. Formal Communication
Managers engage in more informal than formal
communication.
Informal communication occurs as managers
talk with employees on a one-to-one basis or in
small groups.
Examples of formal communication—speeches,
presentations, and memos
OH 3-13
OH 3-10
Planning the Message
Be sure to cover all vital information. To do so,
consider
OH 3-14
Who?
When?
What?
Why?
Where?
How?
Planning the Message continued
How much planning
does a restaurant
manager do before
speaking informally
with an employee?
OH 3-15
Characteristics of Effective Speaker
Articulates points
Interacts with the receiver
Personalizes the message
Uses suitable language
Uses appropriate nonverbal communication
Varies speech patterns
OH 3-16
Assuring the Receiver
Understands the Message
Ask a question about the topic.
Ask the receiver to paraphrase the message.
Encourage the receiver to provide feedback.
OH 3-17
Nonverbal Communication
The many expressions and movements of a
speaker that convey information about the
message being given
Examples
OH 3-18
Smiles
Body language
Crossed arms
Clothing/appearance
Gestures
Eye contact
Nonverbal Communication continued
There are many nonverbal expressions here!
OH 3-19
Listening
The ability to capture the essence of a message
being communicated
When the receiver does not pay attention to the
sender, the communication is not likely to be
effective.
OH 3-20
Skills of an Effective Listener
Maintain eye contact.
Do not interrupt.
Ask questions for clarity.
Rephrase/repeat what the speaker says.
Use body language to show attentiveness.
Take notes.
OH 3-21
Steps for Answering a Business Phone
Step 1 – Identify the organization’s name, state
receiver’s name, and ask, “How may I
assist you?”
Step 2 – Determine why the caller has phoned.
Step 3 – Maintain a professional attitude.
Step 4 – Take notes.
Step 5 – Paraphrase/repeat what the caller
has stated.
OH 3-22
Steps for Answering a Business Phone
continued
Step 6 – Ask questions to get at the root of the
caller’s issue
Step 7 – Assess the reason for the call and
provide help or transfer the call.
Step 8 – Explain steps to be taken.
Step 9 – Ask if any other assistance can
be provided.
Step 10 – End the call politely.
OH 3-23
How Would You Answer
the Following Questions?
OH 3-24
1.
It is the receiver’s responsibility to understand
a message. (True/False)
2.
Managers engage in informal communication
(more/less) often than formal communication.
3.
Words are more important than behavior when
communicating. (True/False)
4.
A receiver’s body language (can/cannot) help
the receiver learn if a message is understood.
Effective Writing
Three parts to most written materials
Introduction
Body of message
Conclusion
Writing is a challenge for many managers.
OH 3-25
Systematic Writing Process
Think about the audience and purpose.
Think about the situation and details.
Think about actions you want taken.
Identify message benefits.
OH 3-26
Systematic Writing Process continued
Organize the message by identifying topics and
putting them in a logical sequence.
Write the main body first, then the introduction,
and then the conclusion.
Re-read, edit, and revise the draft several times.
Ask someone to review the material;
make revisions.
Write the final draft; distribute the information.
OH 3-27
Writing Road Blocks
Lack of planning
Lack of purpose
Forgetting the audience
Use of incorrect style
OH 3-28
Effective Organizational Communication
Messages and information that convey
operating procedures, policies, and
announcements to internal audiences (staff and
employees) and external audiences (customers
and community officials)
OH 3-29
Developing Organizational Communication
OH 3-30
Communication Styles
Something the book doesn’t discuss is that each of us
has a preferred communication style
Communication Styles: Self-Assessment Exercise
Take 15 minutes to complete the Self-Assessment
Score your responses
Determine preferred style
OH 3-31
Communication Styles continued
Main Characteristics of Communication Styles
Action
Process
People
Idea
Adjusting to Other Communication Styles
OH 3-32
How Would You Answer
the Following Questions?
OH 3-33
1.
What is the first step in the writing process?
2.
What part of a lengthy written work should be
developed first?
3.
What are the “W questions” that help to
organize writing?
4.
“Execute and deliver the message” is the last
step in developing organizational
communication. (True/False)
Key Term Review
Communication
Decoding
Encoding
Environmental noise
Formal
communication
Informal
communication
Information receiver
Information sender
OH 3-34
Key Term Review continued
Internal
communication
Listening
Message
Message channel
OH 3-35
Message context
Nonverbal communication
Organizational
communication
Chapter Learning Objectives—
What Did You Learn?
Describe the communication process.
Identify obstacles to effective communication.
Identify characteristics of effective speaking.
Identify types of nonverbal communication.
Describe characteristics of effective listening.
Use basic telephone skills.
Describe a systematic process for effective writing.
Identify procedures for effective organizational
communication.
OH 3-36