HRT 383

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HRT 383
Communication Teams Dyads

• Michael Godfrey Ben Dewald

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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

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Why is communication important?

• What is a team?
• What is a dyad?
• Verbal Non-Verbal Communication
• Formal presentations
• Informal conversation
• Interpersonal relationships
• Written Communication
• Professional
• Personal

• Helps us get through life
• Aids in on-on-one sending and receiving
• Allows us to understand the team
• Where does understanding come from?
• General Educations
• HRT 382 notes
• Where else?

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What is a team?

• A group of people
• working together
• to achieve
• a common goal.

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Successful Teams

• The most effective, rewarding, and productive way
  of working together build a fully-functioning
  team
• Team building involves getting individuals to
  feel a sense of belonging and ownership in what
  they are doing as a group
• To be successful in the hospitality industry,
  within and between all departments, teamwork is
  essential

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What is a dyad?

• Two people
• Leader-Member Exchange Theory Vertical Dyad
• Two people working to understand each other
• Many pairs in the hospitality industry
• Includes two people from the same team

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What is Communication?

• Communication can be as simple as
• A quick comment
• A non-verbal nod
• A brief memo
• It is usually much more complicated

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Communication in Dyads

• Presentation of information
• Select the best way
• Words are the main communication vehicle
• Words alone may not be adequate individuals may
  receive a different picture, even though they all
  hear the same words

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Five Stages of Successful Communication

• Senders Idea
• Senders Expression of the Idea
• The Receipt of the Idea
• The Response to the Idea ACTION
• FEEDBACK - from receiver to sender (not always
  present without it, less success)

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One/Two Way Communication

• ONE WAY
• Fast for speaker but dissatisfied receiver
• Results less accurate
• Pleasant experience for communicator
• Lower level of confidence of recipients

• TWO WAY
• More difficult to prepare more time needed
• Results more accurate
• More pleasant experience for receiver
• Higher level of confidence

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Key Points - Discussion

• KEEP TO THE POINT
• be as precise as possible
• KEEP IT SIMPLE
• use easy words
• SAY OR WRITE WHAT YOU MEAN
• there will still be questions
• PLAN YOUR CAMPAIGN
• choose best time, mode e.g. bulletin board and
  speech

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Key Points - Dialogue

• KEEP THE FOCUS ON OTHERS
• Your role is to listen without judgment
• WHEN YOU SPEAK, ASK QUESTIONS
• Your role is to know more
• DIALOGUE BEFORE DISCUSSING
• Know the feelings before dealing with the facts
• REQUIRES THINKING AHEAD
• Choose best time for both have the proper
  mind-set

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Other Aspects ofVerbal Communication

• Build rapport with others
• Ask good questions
• Listen actively
• Sincere paraphrasing
• Probing questions

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Build Rapport

• Being in sync with other people,
• verbally and non-verbally,
• so they are comfortable
• and have trust and confidence in you

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Good Questions

• Show sincere interest
• Deliver questions with life
• Positive questions
• Behavioral questions
• Ex Tell me about your last job

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Active Listening

• Requires focus and practice
• Be engaged
• Be comfortable with silence
• Avoid distractions
• Remember Its about them, not you

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Paraphrasing

• Listen carefully
• Determine what the message means to you
• Restate the message in your own words to show the
  meaning you received from the message
• This is not about your opinion or interpretation
  its about what they said!
• I hear, I understand, I care

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Sincere Paraphrasing

• What I hear you saying is NOOOO!
• State in your own words your understanding of
  what another person says or feels
• You feel that
• You mean that
• You think that
• As I understand itIs that right?

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Probing Questions

• Similar to paraphrasing
• Listen actively
• Probes are follow-up questions used to go deeper
  into the senders message
• More Detail What did you do?
• Elaboration / Clarification
• What do you mean by ?

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Written Communication

• I never saw a person
• who could cram so small an idea
• into so many words.
• Abraham Lincoln

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Written Communication

• Cut unnecessary words
• Few in number Few
• Serve to make reductions in Reduce
• Use short and strong words
• Of the 701 words in Lincolns Second Inaugural
  Address, 505 are one-syllable and 122 are
  two-syllable
• Think about the word house

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Written Communication

• Do not overuse
• That, would, was
• Very, quite
• Avoid redundant adverbs and adjectives
• The radio blared loudly
• He clenched his teeth tightly

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Written Communication

• Prune out qualifiers
• Pretty much, kind of, sort of
• A bit, a little, rather
• Use the active voice avoid passive voice
• This paper was written by me vs. I wrote the
  paper
• The manager was hesitant to approve vs. The
  manager hesitated to approve

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Written Communication

• Topic Sentence
• Supporting points illustrate, explain, clarify
• Final sentence is the spring board to the next
  paragraph
• When writing, consider the audience
• Who are they?
• What are their needs?
• What are their expectations and preferences?

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Causes ofCommunication Conflict

• Lack of true dialogue get to know people!
• Confusion unclear team goal or objectives
• Perception interpretation based on past
  experiences (perception is their reality)
• Emotions and egos cloud judgment, confuse facts
  and feeling, and get things out of proportion.
  (Also a tremendous source of energy and morale,
  should not be ignored)
• Communication verbal, non-verbal, and written
  provide opportunities for misinterpretation

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Great Team Environment

• An informal relaxed atmosphere
• Understanding of the total quality philosophy
• Willingness to act as a group, communicate, and
  listen to each other
• Willingness to share new ideas
• A focus on differences about concepts not about
  team members
• A readiness for action once a course of action
  has been decided through consensus