Transcript Marketing and E-Commerce for Tourism and Hospitality

Culture and Communication
Lecture 1
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Key Aspects of Communication
Communication is:
The process by which information is exchanged between
a sender and receiver.
The sharing of information between two or more
individuals or groups to reach a common understanding
(but not necessarily agreement).
Effective Communication is:
• Effective communication occurs when the right people
receive the right information in a timely manner.
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Communication Process
SENDER
RECEIVER
Feedback
Thinking Encoding Transmitting Perceiving Decoding Understanding
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A Model of Communication
Process
Sender
Receiver
Thinking
Perceiving
Encoding
Decoding
Transmitting
Understanding
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Forms of Communication
• The basic forms of communications are:
• Non-Verbal Communication
• Verbal Communication
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Types of Non-Verbal
Communication
• Facial expressions and eye behaviours
• Gestures and postures
• Vocal characteristics
• Personal appearance
• Touching behaviour
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Verbal Communication
• Speaking and Writing
• Listening and Reading
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Communication Channels
• Communication by Chain of Command refers to
the lines of authority and formal reporting
relationships.
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Downward Communication
Upward Communication
Horizontal Communication
Communication outside the organization
Informal internal communication
Informal external communication
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Informal Communication
An organization’s informal communication network is
called grapevine
• Often it is verbal, but written notes, electronic mail and
fax messages can contribute to the transmission.
• Organizations have several grapevine systems, some of
which may be loosely coordinated.
• It may transmit information relevant to the performance
of the organization as well as personal gossip.
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Communication Barriers
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Between People:
- Differences in perception
- Incorrect Filtering
- Language Problems
- Poor Listening
- Differing emotional states
- Differing backgrounds
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Communication Barriers
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Within Organisations:
- Information overload
- Message Complexity
- Message Competition
- Differing Status
- Lack of Trust
- Inadequate Communication Structures
- Incorrect choice of Medium
- Physical Distractions
- Closed Communication Climate
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Overcoming Barriers
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Perception:
Encode and transmit appropriately
Check understanding
Ask questions
Noise
Consider physical surroundings
Keep noise to minimum
Stop noise
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Overcoming Barriers
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Emotions:
Control emotion
Filtering:
Treat errors as learning experience
Create and support a two-way communication
Trust and Credibility:
Be open and honest
Get facts straight
Send clear and correct messages
Become an expert in your field
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Overcoming Barriers
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Information overload:
Check quantity of message sent
Do not talk for too long
Use questioning
Simplify procedures
Break down into parts
Not listening
Do not let your mind wander
If you don’t understand , ask question
Do not assume you know
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How to Improve Communication
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Perception
Precision
Credibility
Control
Congeniality
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Personal Approaches to Improve
Communication
• Take the Time
• Be Accepting of the Other Person
• Say What You Feel
• Listen Actively
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Organizational Approach
• Choosing the Correct Medium
• 360 Degree Feedback
• Employee Survey
• Suggestion Systems
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Task 1
• One of the goals of communications is to
influence employees to achieve
organizational objectives. As the Manager,
discuss what are the major barriers that
may jeopardize your effort to keep your
staff and customers happy.
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