Transcript Hospitality

2015 Summer Institutes Level 1
FRMCA Level 1, Chapter 7
Communication
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Session Objectives
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Describe the communication process.
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Identify obstacles to effective communication and explain how to
prevent them.
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Explain how personal characteristics can affect communication.
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List and demonstrate effective listening skills.
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List and demonstrate effective speaking skills.
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Session Objectives continued
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Identify and use business-appropriate telephone skills.
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List and demonstrate effective writing skills.
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Define organizational communication and give examples of when it
might be used.
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Describe interpersonal communication.
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List ways to build relationships through interpersonal communication.
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Communication Process
Communication: The process of
sending and receiving information
by talk, gestures, or writing for
some type of response or action.
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Communication Process continued
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Understanding how the communication process works is important for
building strong relationships with employees and customers.
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The communication process has five parts:
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5.
7.1
Sender
Receiver
Message content
Message channel
Context
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The Process of Communication
Two kinds of messages:
1. Historical information: Information that has already happened.
2. Action-required information: Some action must be taken based on the
information in the message.
7.1
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Barriers to Communication
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Anything that interferes with or
affects communication
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Lack of time and other pressing
needs
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Fear of confrontation
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Barriers to Communication
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continued
Language differences:
Semantics
Jargon
Tone of message
Clarity
Assumptions
Cultural differences
Prejudices and biases
Semantics
Non-verbal boundaries
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Preventing Communication Barriers
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Before sending a message, observe the audience.
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Decide the best way deliver the message successfully.
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Ask questions to make sure the message was received as intended.
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Personal Characteristics Affecting
Communication Skills
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Personal characteristics, such
as body language, eye contact,
and credibility, have a major
impact on communication
between people.
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Cultural differences can impact
communication with
supervisors, coworkers,
classmates, or customers
7.2
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Communication In Restaurant and
Foodservice Operations
Guests must find the staff to be
credible during communication.
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7.2
Credible servers must have
product knowledge
Server or manager credibility is
critical to good communication
when addressing guest
complaints
Credible chefs have knowledge
of processes and procedures
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Effective Listening
Listening: The ability to focus closely on what another person is saying to
summarize the true meaning of a message
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7.2
An effective listener actively participates in the communication process.
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Effective Listening continued
To be an effective listener, follow these guidelines:
•Prepare to listen.
•Show that you are paying attention.
•Don’t interrupt.
•Don’t finish the other person’s sentences—in your mind or aloud.
•Ask questions to clarify.
•Listen between the lines.
•Don’t overreact.
•Record key ideas and phrases.
7.2
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Effective Speaking
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When planning a message, deliver the key points in a brief and
clear manner.
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To ensure that the communication has covered all the vital
information, answer the five “W’s” and “How” questions:
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7.2
Who?
What?
Where?
When?
Why?
How?
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Effective Speaking continued
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7.2
Develop the communication further and think about how the audience
will respond to the message. Consider ways to personalize or
customize it for them.
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Effective Telephone Skills
Be an effective listener and an
effective speaker:
•State the name of the organization,
followed by the call receiver’s name,
and the question, “How may I assist
you?”
•Listen for the reason the caller has
phoned.
•Maintain a positive, polite, and
courteous attitude when speaking
with the caller.
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Effective Telephone Skills continued
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If the caller has a large amount of information, take notes to be sure all
the information is received.
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Paraphrase or repeat what the caller has stated.
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After listening to what the caller has to say, decide whether you can
resolve the caller’s problem.
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If you can resolve the caller’s concerns, explain to the caller any steps
to be taken.
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Effective Telephone Skills continued
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Close the conversation either by explaining to the caller that you will be
transferring him or her, or by asking whether there is anything else you
can do to assist him or her.
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Write messages down on a pre-printed message form.
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Always end the conversation on a positive note.
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Effective Writing
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Written business communication is another means for a manager to
share information.
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To write a successful message, the communicator needs a strong
process to plan what to say and build the message’s structure.
7.2
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Written Communication Tips
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7.2
Be brief.
Be clear and complete.
Review writing to be sure ideas are understandable and comprehensive.
Keep it simple.
Check your work.
Always write with an upbeat attitude.
Take a timeout.
Read aloud to check grammar and punctuation.
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Organizational Communication
Organizational communication:
The combination of messages and
information conveying operational
procedures, policies, and
announcements to a wide variety of
audiences
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7.3
Organizational communication
can be sent to people inside the
organization or outside the
organization.
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Organizational Communication
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Two important types of organizational communication are the mission
statements and vision statements of an operation.
– Mission statement: Primarily serves an internal function, describing the
company’s purpose and key objectives to its team and owners
– Vision statement: Is directed both internally and externally, defining the
company’s purpose and values to employees and customers
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Other high priorities for organizational communication include industrial,
environmental, and community-related issues.
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Interpersonal Communication
Interpersonal communication:
Any two-way communication
resulting in immediate feedback
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Key to creating a positive and
respectful work environment
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Occurs in all types of
relationships
7.3
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Goals of Interpersonal Communication
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Achieve a specific outcome
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Improve the relationships of the people involved.
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Interpersonal Communication
continued
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Verbal messages have a significant impact on interpersonal
communication, and, therefore, on the relationships a manager has
with employees.
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Empathy is the act of identifying with the feelings, thoughts, or
attitudes of another person.
7.3
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Interpersonal Communication
continued
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Successful managers use all the available and appropriate ways to
communicate with staff and coworkers.
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Interpersonal communication allows managers to model an
organization’s values to employees.
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