Transcript The Process of Communication

Chapter 7
Communication
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF)
and published by Pearson Education, Inc. All rights reserved.
The Process of
Communication
Communication is the process of sending and receiving information by
…………………………………………………………………………
 1. ….
 2. ______% of day is spent communicating
 3. Includes _______(speaking and writing) and
_________________ (body language)
 The two kinds of messages are:
 _______________________: This is information that has
already happened.
 Action-required information:
………………………………………………………………………..
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Barriers to Communication
 Barriers to communication include:
 1.
 2.
 3.
Obstacles to good communication
 Semantics:
 Language differences: …………………………..
 Jargon: …………………………………………………..
 ____ of message: “It’s not what you say but how you say it”
 ________________: preconceived idea about something
 ______________ differences: gumbo in N.O. is not the
same gumbo as Mississippi
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Personal Characteristics That
Affect Communication Skills
 Communicating is …………………………………………………….
 Whenever communicating with supervisors, coworkers, or
customers whose backgrounds are different, be aware of
their_____________________.
 In a restaurant or foodservice operation, it is also important that
guests find the staff to be __________ during communication.
 For servers, _________ knowledge is important to
credibility.
 When a guest complains about something, the credibility of
the _________ or __________who handles the complaint is
critical to good communication.
 _________ must have knowledge of processes and
procedures to be credible.
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Effective Listening
______________ is the ability to focus closely on what another person
is saying to summarize the true meaning of a message.
 An effective listener actively participates in the communication
process. To be an effective listener, follow these guidelines:
1. Prepare to _____________.
2. Show that you’re paying attention: how? ___________
3. Don’t ________ and don’t __________ the other person’s
sentences in your mind or aloud.
4. Ask _______________ to clarify.
5. ___________ between the lines.
6. Don’t overreact.
7. _____________ key ideas and phrases.
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Effective Speaking
 When planning a message, deliver the key points in a
______ and clear manner.
 To ensure that the communication has covered all the
vital information, answer the five “W’s” and “How”
questions:
 1.
 2.
 3.
 4.
 5.
 6.
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Effective Telephone Skills
 You must be both an effective listener and an effective speaker:
1. State the name of the organization, followed by
…………………………………………………………
2. Listen for the ______________ the caller has
phoned the organization.
3. Maintain a __________, __________, and
_________attitude when speaking with the caller
(smile)
4. If the caller has a large amount of information,
take __________ to be sure all the information is
received.
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Effective Telephone Skills
6. ______________ or repeat what the caller has stated.
7. After listening to what the caller has to say, decide
whether you can …………………………………….
7. If you can resolve the caller’s concerns, explain to the
caller any ……………………………….
8. Close the conversation either by explaining to the
caller that you’ll be ____________ him or her or
asking whether there is anything else you can do to
assist him or her.
9. Write messages down on a pre-printed message form.
10. Always end the conversation on a ___________ note.
Effective Writing
 Written business communication is another means for a
manager to share information……………………………..
 Written communication pointers:
 Be_______________ and _________________
 Be clear and _____________.
 Review writing to be sure ____________ are
understandable and comprehensive.
 Check your work.
 Always write with an __________ attitude.
 Read out loud to check _________and
____________ (don’t use ______________)
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Organizational
Communication
Organizational communication: messages that convey
operational procedures, policies, and announcements to a wide
variety of audiences
…………………………………………………………………………..
 Two types of organizational communication are:
 __________________: serves an internal function;
describes the company’s purpose and objectives to its
team and owners.
 ___________ statement: both internally and
externally; defines the company’s purpose and values
to employees and customers.
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Interpersonal Communication
________________________________is any two-way communication
that has immediate feedback.
 Interpersonal communication is a
key to creating a __________ and
______________ work
environment.
 The goals of interpersonal
communication are to achieve a
______ outcome and to improve
the ______________ of the
people involved.
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Interpersonal
Communication
 In interpersonal communication, one person
____________information that helps the other person relate
back. By sharing, the two become ________ and strengthen
their relationship.
 Verbal messages have a significant impact on interpersonal
communication, and, therefore,
…………………………………………………………………..
 _______________is the act of identifying with the feelings,
thoughts, or attitudes of another person.
 Successful managers use all the available and appropriate
ways to communicate with staff and coworkers
………………………………………………………
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