HRT 383

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HRT 383
Communication Groups Teams
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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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Works Cited

• Brownell, Judi. 1987. Listening The toughest
  management skill. The Cornell H.R.A. Quarterly,
  February 1987 65-71.
• Decker, Bert. 1992. Youve got to be believed
  to be heard Reach the first brain to communicate
  in business and life. New York, NY St. Martins
  Press.
• Decker, Bert. 1996. The art of communicating
  Achieving interpersonal impact in business.
  Revised edition. Menlo Park, CA Crisp Learning.
• www.Quotegarden.com Listening. Accessed
  10/31/03.

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HRT 383 Learning Objective

• Understand the process of communication and its
  impact on a system. Identify techniques of
  effective communication and factors that act as
  barriers.
• What processes?
• What system?
• What is a barrier?
• What is effective communication?

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Common Definitions

• Communicate to give, share, impart, reveal to
  have something in common with another to succeed
  in conveying ones meaning to others
• Communication transmission, imparting giving of
  information or messages
• Communicating system of transmitting messages

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The Basic Process of Communication

• Sender has a message
• Sender decides how to express the message
• The sender gets the message to a receiver
• Receiver hears, sees and/or reads, and interprets
• Receiver responds with feedback
• Action / Reaction
• Questions / Comments
• Sender gets a message from the receiver

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RKR as a Set of Systems

• Recognize the restaurant as a set of systems and
  subsystems analyze the systems
  interrelationships. Be able to diagnose system
  breakdowns and prescribe changes.
• RKR is a set of systems
• A basic subsystem of RKR is
• HOH
• FOH
• Communication is one subsystem

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CommunicationSubsystem Examples

• Hostess/Host ? Guest
• Manager ? Guest
• Server ? Guest
• Server ? Expo
• Expo ? Line
• Manager ? Staff (HOH, FOH, All)
• Manager ? Manager

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Some Possible Barriers

• LANGUAGE BARRIER
• avoid long words, jargon, local dialect
• HABIT BARRIER
• dont do everything the same
• DISTRACTION BARRIER
• try to remove them or make allowances
• MISUNDERSTANDING BARRIER
• slow down and double check.

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Other BarriersThese May Cause Conflict

• Lack of true dialogue get to know people, then
  facts!
• Confusion unclear terms, goals, or objectives
• Perception interpretation based on past
  experiences (perception is their reality)
• Emotions confusing facts with feelings (messages
  get out of proportion or context)
• Egos can cloud judgment may affect what is said
  and what is heard
• Feedback is not allowed or ignored the
  communication loop can not / does not close

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What is effective communication?

• How would you define?
• How do you know?
• When is it not?

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Why is communication important?

• Developing KSAs
• General Educations
• Major Course
• Work
• Where else?
• With whom?
• Dyad
• Group
• Team
• Organization
• Internal
• External

• In what way?
• Verbal Non-Verbal
• Formal presentations
• Formal conversation
• Discussion
• Debate
• Dialogue
• Informal conversation
• Interpersonal relationships
• Written Communication
• Professional
• Personal

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Verbal CommunicationKey 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. one-on-one vs. group)

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Verbal CommunicationKey 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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Verbal CommunicationOther Aspects

• Whether formal or informal
• Build rapport with others
• Listen actively
• Ask good questions
• Paraphrase sincerely

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Verbal CommunicationRapport

• 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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Verbal CommunicationActive Listening

• Be engaged
• Truly hear and process the message
• Avoid distractions
• More detail to follow

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Verbal Communication Good Questions

• Show sincere interest
• Deliver questions with life
• Types of questions
• Positive questions (The way you ask)
• Behavioral questions (How would you)
• Situational questions (In this situation)
• Probing questions (Elaborate/clarify)

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Verbal CommunicationParaphrasing

• 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!
• Your Goal I hear, I understand, I care

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Verbal CommunicationSincere Paraphrasing

• This is NOT What I hear you saying is
• 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 it
• Is that right?

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Non-Verbal Communication

• Bert Deckers book is titled Youve got to be
  believed to be heard for a reason!
• He discussed factors
• Eye factors
• Energy factors
• What do you see?

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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 CommunicationThe Goal in Business

• Be Clear
• Be Concise

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Written CommunicationHints

• Cut unnecessary words
• Few in number Few
• Serve to make reductions in Reduce
• Use short and powerful 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 CommunicationHints

• 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 CommunicationHints

• 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 (passive 7 words active 4 words)
• The manager was hesitant to approve vs. The
  manager hesitated to approve

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Written CommunicationHints

• Paragraphs - Topic Sentence
• 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
• Who are they?
• What are their needs?
• What are their expectations and preferences?

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Listening Actively The Receivers Challenge
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Listening

• The most challenging of all communication skills
• Requires focus
• Requires practice
• Different degrees
• Passive at one end of the scale
• Deeply involved Active Listening at the
  other
• Different Ways
• Fact (Discussion or Debate)
• Feeling (Debate or Dialogue)
• Youve Got to be Believed to be Heard, pg. 190-192

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Maslows Four Stages of Learning

• Unconscious Incompetence
• We dont know what we dont know
• Conscious Incompetence
• We know what we dont know
• Conscious Competence
• We work at what we dont know
• Unconscious Competence
• We dont have to think about knowing it
• The Art of Communicating, pg. 48-49

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The Typical Executive

• Spends 80 of his or her time communicating
• Of that time
• Listening 45
• Speaking 30
• Reading 16
• Writing 9
• Youve Got to be Believed to be Heard, pg. 191

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Listening Capacity

• We use only about ¼ of our listening capacity
• Listening capacity is difficult to measure
• Even without using quantifiable measures, what if
  each of us doubled our individual listening
  capacity?
• Youve Got to be Believed to be Heard, pg. 191

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Brownells Model

• HURIED
• Hearing
• Understanding
• Remembering
• Interpreting
• Evaluating
• Listening The Toughest Management Skill, pg.
  65-66

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Hearing

• Essential Actions
• Concentrate on what the speaker is saying
• Allow the entire message to be delivered without
  interruption
• Sender and receiver must be comfortable with
  silence
• Avoid Distractions
• Its about them, not you!
• Listening The Toughest Management Skill, pg.
  66-67

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Something to ponder

• Speaking 130-160 words per minute
• We can process aural information at a rate of up
  to 700 words per minute
• On average, we listen three times faster than
  most people talk
• What can we do with that unused mental time?
• Listening The Toughest Management Skill, pg.
  66-67

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Effective TeamCommunication

• An effective team accomplishes their shared goals
• Building an effective team involves, among other
  things
• Establishing and maintaining mutual trust
• A feeling of membership sense of belonging
• Sharing or roles and responsibilities
• Mutual ownership and accountability
• Developing camaraderie
• In part, these are aided by effective
  communication

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In Closing

• The most important thing in communication
• is to hear what isn't being said.
• Peter F. Drucker
• from Quotegarden.com