Restaurant Management. Copyright © Texas Education Agency, 2014. These Materials are copyrighted ©...

How May I Help You?

Communication and Telephone Strategies

Restaurant Management

2

Copyright

Copyright © Texas Education Agency, 2014. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:

1)  Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.

2)  Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.

3)  Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.

4)  No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.

Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: copyrights@tea.state.tx.us.

Copyright © Texas Education Agency, 2014. All rights reserved.

3

COMMUNICATION

Copyright © Texas Education Agency, 2014. All rights reserved.

4

Process

Com

mun

icati

on

Sending Receiving

Gestures

Talking Response

Writing

Copyright © Texas Education Agency, 2014. All rights reserved.

5

Com

mun

icati

on Sending Receiving

Gestures

Talking Response

WritingVerbal

Speaking

Writing

NonverbalBody language

Gestures

Copyright © Texas Education Agency, 2014. All rights reserved.

6

Basic Skills

Listening

• The ability to focus closely on what another person is saying

• Involves understanding what you hear

• Focus on the speaker’s face and eyes

Speaking

• Occurs when you say something• Includes:

– Your posture– Your tone of voice– Words you choose

Copyright © Texas Education Agency, 2014. All rights reserved.

7

TELEPHONE

Copyright © Texas Education Agency, 2014. All rights reserved.

8

Business Calls

Customers

• Will call the restaurant for:– Information

• Directions • Hours of operation• Menu • Specials

– Reservations

Vendors

• Will call the restaurant for:– Delivery times– New products– Purchase orders

Copyright © Texas Education Agency, 2014. All rights reserved.

9

Telephone Techniques

• What is more important?– What you say or how you say it?

• More Considerations:– Background noise– Non-verbal communication– Service businesses expect– Voice levels

Copyright © Texas Education Agency, 2014. All rights reserved.

10

Answering the Telephone

• Smile• Speak clearly and calmly • Be polite and helpful • Be able to:

– Answer most frequently asked questions– Provide directions to the business

Copyright © Texas Education Agency, 2014. All rights reserved.

11

Greeting

• Thank the caller for calling• Depending on time of day, say:

– Good morning– Good afternoon– Good evening

• Identify the name of the business• Provide your name

Copyright © Texas Education Agency, 2014. All rights reserved.

12

Messages

• Date• Time of call• Name of caller• Name of person who should

receive message• Message

Copyright © Texas Education Agency, 2014. All rights reserved.

13

4 Tips for Better Phone

CommunicationWhen it comes to communicating

over the telephone, are you putting your best foot forward or

are you just phoning it in?

Learn how to radiate personality over the phone with the four

simple strategies.(click on image)

Copyright © Texas Education Agency, 2014. All rights reserved.

14

Questions?

Copyright © Texas Education Agency, 2014. All rights reserved.

15

References and Resources

Images:• Microsoft Office Clip Art: Used with permission from Microsoft.

Textbooks:• Culinary essentials. (2010) Woodland Hills, CA: Glencoe/McGraw Hill.• Foundations of restaurant management & culinary arts. (2011). Boston: Prentice Hall.• Littrell, J. J., Clasen, A. H. & Pearson, P. (2004). From school to work. Tinley Park, IL: Goodheart-Willcox.• Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Willcox.

YouTube™:• 4 Tips for Better Phone Communication

When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in? Learn how to radiate personality over the phone with the four simple strategies.http://youtu.be/Kv3q2vcGq74

Copyright © Texas Education Agency, 2014. All rights reserved.