Week (6)

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Week (6)

• Work with colleagues and customers

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Introduction

• The hospitality industry is about people. If you
  work in this industry you will spend a great deal
  of time interacting with your customers.
• Communication takes place everyday between a
  variety of people and in various ways.
• It is not what we say but how we say it.

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Communication

• What is it?

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What is communication?

• The word communication is about passing
  information from one person to another.
• Effective Communication exists when the message
  that one person communicates is received by
  another as intended.

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• Effective Communication
• Good communication requires
• the use of all our senses
• displaying appropriate body language
• Appropriate use of tone, pitch in our voice
• being an effective listener
• providing feedback

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On successful completion of this chapter you will
be able to

• Communicate with others
• Maintain personal presentation standards
• Provide service to colleagues and customers
• Respond to conflicts and customer complaints
• Work in a team.

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Communicate with customers

• Stages of communication
• The sender how this person communicates is
  determined by influences such as education,
  self-image, cultural background, family, friends,
  attitude, feelings and emotions.
• The message the link between sender and
  receiver. May be written, verbal, non-verbal or
  all three.
• The receiver is affected by same influences as
  sender. It is not relevant if receiver agrees
  with message, what is important is that message
  is received as intended.

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Stages of communication

Channel
stage (2) Message is sent

• Encode
  
• Sender
• (stage 1)
• Sender has a message to communicate

Decode Stage (3) Receiver receives the message as
intended
Noise or interference
Feedback
Context
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Communicate with customers

• Workplace communication is between ourselves and
  our colleagues (internal customers) and between
  ourselves and clients (external customers).
• Irrespective of who we communicate with, it is
  important that we be
• Be polite, professional and friendly
• Use an appropriate tone
• Use appropriate body language
• Show sensitivity to differences
• Actively listen
• Ask questions to facilitate understanding.

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Communicate with customers

• Choosing the right channel before sending the
  message we need to consider
• The intended audience
• The purpose of the communication
• The situation
• Degree of formality required
• Urgency/time frames
• Access of sender and receiver to equipment.

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Types of communication

• Communication can be
• Verbal/Oral
• Non-Verbal
• (body language)
• Written

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Communicate with customers

• Oral communication
• The most frequent form of communication. Can be
  delivered
• Face to face
• Over the telephone
• When using a two-way communication system.
• Three elements of communication are vitally
  important
• Verbal what we say
• Vocal how we say it
• Visual what the receiver sees.
• All three need to communicate the same meaning to
  be effective.

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Communicate with customers

• Refining our verbal communication
• Whilst jargon is useful to industry
  communication, we need to be careful not to use
  it in the wrong circumstance.
• When speaking, we need to
• Speak clearly
• Avoid slang
• Develop our vocabulary
• Make the content appropriate and relevant
• Put the words in the correct context.

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Communicate with customers

• Refining our vocal communication
• Includes our voice projection, tone, pitch, speed
  and breathing techniques
• We need to
• Vary our tone
• Be aware of pitch
• Project our voice
• Speak to consistent speed
• Remember to breathe!

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Communicate with customers

• Refining our vocal communication
• Includes our voice projection, tone, pitch, speed
  and breathing techniques.
• We need to
• Vary our tone
• Be aware of pitch
• Project our voice
• Speak to consistent speed
• Remember to breathe!

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Communicate with customers

• Refining our visual communication
• Arguably the most important element as people
  watch what we do when we speak as much as what we
  say. We need to
• Be aware of personal space
• Maintain eye contact and be aware of facial
  expressions
• Maintain strong posture and develop appropriate
  hand and body movements
• Maintain a high standard of personal presentation.

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Non-verbal communication

• Types of body language - the non-verbal signals,
  movements and gestures we use to aid/hinder
  communication.
• They include
• Open body language means we are receptive to the
  message being sent. We demonstrate this through
  signals such as maintaining eye contact, smiling,
  and nodding head
• Closed may indicate we are not interested in the
  message, and we indicate this through looking
  away, folding our arms or legs, frowning, or
  rolling the eyes
• Body language should not be interpreted in
  isolation and must be read in conjunction with
  what is being said (verbal message), and how
  (vocal). We must also allow for cultural
  differences.

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Non-verbal communication

• Facial expressions the eyes are the window to
  the soul.
• We can often tell from a persons face whether
  they are happy, sad, angry .
• Dress and accessories most enterprises will
  have standards of dress, whilst still allowing
  for individualism. We should be sensitive to
  others by avoiding
• Upsetting or alienating haircuts
• Multi-coloured hair in a conservative workplace
• Excessive body jewellery as it may be unsafe
• Wearing political badges or clothing.

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Non-verbal communication

• Personal space the distance we require between
  another person and ourselves when interacting to
  feel comfortable.
• Being aware of other peoples space is an
  important part of communication.
• Physical contact be very aware of what is and
  is not appropriate in our workplace!

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Space

• How people use their personal space and that of
  others communicates a message.
• If you tower over other people in a way that
  intrudes on their personal space you may cause
  discomfort and withdrawal

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Non-Verbal CommunicationSpace

• Research has shown that Australians speaking to
  acquaintances or work colleagues leave about an
  arms length of space and to friends and family
  about half an arms length.
• In intimate relationships people allow direct
  and close contact.

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Non-Verbal CommunicationDress And Accessories

• This aspect of nonverbal communication gives you
  a lot of information.
• The clothes a person wears can disclose economic
  and social class, personality, occupation,
  values, attitudes and self-concept.Clothes are
  used to project an image and are used to indicate
  group memberships and affiliations.

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Voice Tonality and Volume

• Your voice is a reliable indicator of
  nationality, regional origin, social class,
  educational level, age and gender. It also
  discloses the emotional state of the speaker and
  conveys attitudes.

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Cultural differences in Communication

• Cultural differences may include
• Modes of greeting
• Body language
• Formality of language

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What is this person communicating?
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What is this person communicating?
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What is this person communicating?
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What is this person communicating?
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Written communication

• Effective communication is reliant on the words
  we choose, how we present them and the correct
  use of grammar. Written communication is only one
  option, and is can be used for items such as
• Itineraries, confirmation of bookings, personal
  or business letters, memorandums (memos),
  reports.
• They can be sent via
• Email, facsimile, personal or business letter via
  post, simple written message etc.

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Written communication

• Whichever medium is used, good communication
  depends on several elements
• Clarity
• Conciseness
• Tone
• Presentation
• Correct language
• Ability of the receiver.
• If any of the elements are missing, or could be
  misinterpreted, then written communication may
  not be the most appropriate way to communicate.

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What are on their minds?
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What is he communicating?
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What do you think President Bush is communicating
here?
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Is this man enjoying the food?
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What do you think is happening here?
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Factors affecting medium selection and protocols

• Selecting the most appropriate medium is not
  always obvious, and must consider the audience,
  purpose and situation. We need to consider
• Technical or operational features of the
  equipment used
• Access of sender and receiver to necessary
  equipment
• Required format for written forms of
  communication
• Degree of formality
• Urgency and time frames.
• Protocols are accepted codes of behaviour or set
  of rules about the way in which we conduct
  ourselves. This may also cover how we
  communicate, especially with customers such as
  doctors, judges, diplomats, clergy and
  politicians.

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Effective listening skills

• Hearing can be done unconsciously whereas
  listening requires concentration and to actively
  participate in the communication process!
• Our visual response is the best indicator of
  whether or not we are listening. This includes
• Are we looking at the speaker? Are we offering
  feedback? Are our faces indicating understanding?
• Verbal and vocal cues include
• Was the message sent without interruption? Does
  the listener ask questions? Is the response as
  expected or appropriate? Could the sender finish
  their sentences?
• When we are listening
• Do we actively work at listening? Do we judge
  content, not delivery? Do we listen for the real
  meaning? Are we concentrating on the speaker and
  resisting distractions? Are we providing
  feedback? Do we let the speaker finish before we
  speak or give our response?

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Effective questioning technique

• All good communication including active listening
  involves asking questions. We need to identify
  the correct technique.
• Open questions are used to elicit more
  information when we are unsure as to what is
  happening or what someone wants. E.g. Can you
  tell me about ...?
• Closed questions are for when we need a
  definitive answer e.g. Were you unhappy with the
  actual facilities? (Try to obtain a Yes or
  No to narrow down reason for complaint).

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Formal, informal or the grapevine.

• Formal communication structured communication
  that includes passing information through
  accepted channels such as letters, memos,
  policies and procedures etc.
• Informal communication is sent through
  unstructured means such as oral communication. If
  this is committed to writing then it becomes
  formal.
• The grapevine is an informal channel whereby
  information is passed from person to person by
  word of mouth. It is usually unreliable or
  inaccurate however can be an effective way to
  communicate information quickly.

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Barriers to effective communication

• Those things that get in the way of effective
  communication are called barriers. Apart from
  background differences, there may also be
  interference. Examples include
• Selective listening
• Jumping to conclusions
• Inconsistency in delivery
• Cultural differences
• Lack of confidence
• Physical barriers
• Lack of time
• Thought speed
• Impatience
• Prejudice
• Bad habits
• Noise.

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Barriers to effective communication

• How do we overcome the barriers?
• There are many reasons why communication may be
  unsuccessful if we can identify any of the
  elements of interference in the previous slide as
  being ours, it is easier to overcome the
  barriers.
• Step one recognise they exist
• Step two - understanding the influences on both
  sender and receiver
• Step three make plans to overcome those
  barriers including our own personal goals to
  change behaviour if it is interfering with
  communication.
• Finally, practise!