Transcript Introduction to Beverage Operations & Management in Catering

Written
Communication
HRT 383
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Thank You to…
• Noel Cullen, author of Life Beyond the Line
• Gary Yukl, author of Leadership in Organizations
• Carol Roberts, presenter of Keys to Powerful
Writing and Interviewing Appreciatively
• Robert Woods and Judy King, authors of Quality
Leadership and Management in the Hospitality
Industry
• Quotegarden.com
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HRT 383 Learning Objective
 Demonstrate effective leadership qualities
related to communication, team
performance, decision-making, and
hospitality ethics
 HRT 382 covered Verbal Communication
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Communication Theory
Sender and Receiver
Feedback, Barriers, and Challenges
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Why is communication important?
 Developing KSAs
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General Educations
Major Course
Work
Where else?
 In what ways?
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 With whom?
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Dyad (1-on-1)
Groups and Teams
Organization
 Internal
 External
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Verbal & Non-Verbal
 Presentations
 Conversation
 Discussion
 Debate
 Dialogue
Written Communication
 Professional
 Personal
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Written Communication
“I never saw a person
who could cram so small an idea
into so many words.”
Abraham Lincoln
From Quotegarden.com
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What?
 Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it
deosn't mttaer in waht oredr the ltteers in a wrod
are, the olny iprmoetnt tihng is taht the frist and lsat
ltteer be at the rghit pclae. The rset can be a toatl
mses and you can sitll raed it wouthit porbelm.
 Tihs is bcuseae the huamn mnid deos not raed ervey
lteter by istlef, but the wrod as a wlohe.
Amzanig huh?
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Written Communication:
The Goal in Business
Be Clear
&
Be Concise
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Written Communication:
Hints
 Cut unnecessary words
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Few in number
Serve to make reductions in
Few
Reduce
 Use short and powerful words
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Of the 701 words in Lincoln’s Second Inaugural
Address, 505 are one-syllable and 122 are twosyllable
Think about the word …(3x5 time!)
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Draw what comes to mind…
HOUSE
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Written Communication:
Hints
 Do not overuse
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That, would, was
Very, quite
 Avoid redundant adverbs and adjectives
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The radio blared loudly
He clenched his teeth tightly
 Eliminate contractions (don’t → do not)
 Spell numbers…when appropriate
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Written Communication:
Hints
 Prune out qualifiers
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Pretty much, kind of, sort of
A bit, a little, rather
 Use the active voice – avoid passive voice
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This paper was written by me vs. I wrote the
paper (passive = 7 words; active = 4 words)
The manager was hesitant to approve vs. The
manager hesitated to approve
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Written Communication:
Hints
 Paragraphs - Topic Sentence
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Clear, concise paragraphs are expected
One topic per paragraph; in the lead sentence
Other sentences offer supporting points: illustrate,
explain, clarify
Final sentence is the spring board to the next paragraph
 When writing, consider the audience
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Who are they?
What are their needs?
What are their expectations and preferences?
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Remember…
Be Clear
&
Be Concise
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