QualificationUnit number and title

BETC LEVEL 3 13

Student nameAssessor name

ALTAF KHANSMITESH SONONE

Date issuedCompletion dateSubmitted on

22/SEPTEMBER/201511/SEPTEMBER/2015

Assignment titleTo understand the role of communication, presentation and teamwork in customer service in hospitality

Learning OutcomeAssessment CriteriaIn this assessment you will have the opportunity to present evidence that shows you are able to:Task no.Evidence(Page no)

1

P1You can use your own self work experience, where you have been involved in different communication processes, and where good presentation and teamwork is integral to yourwork. Alternatively, evidence could come from research or from experience of customer service from the point of view of being a customer in a hospitality business.

1

2P2You could make a presentation or submit a written report analyzing how different communication types are used to exceed customer requirements. You should also recognize the significance of training in communication, presentation and teamwork techniques. This should be in general terms, supported by examples from hospitality businesses where appropriate.2

Learner declaration

I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.

Student_altafk@ragc.inStudent signature:Date: 11/September/2015

Task 1 COMMUNICATION = moments ,gestures, body, position, vocal qualities and a variety of unspoken signal sent by people often in conjunction with verbal message.Communication is a 2 way process Listening to others (Receiving) Asserting / Expressing (sending) SENDER

MESSAGE RECEIVER

SENDER

BARRIERS

RECEIVER

The scope of communication behaviour Body language Eye contact windows to the soul Facial experience can signal dozen affirmation

Vocal cues Pitch change in voice tone Volume degree of loudness

Appearance and grooming Hygiene Clothing and accessories

Spatial cues Intimate distance 0 -18 Personal distance 18- 4

Environment cues Clutter Cleanliness

Miscellaneous cues Personal habit Attention

PRESENTATION =

Uniforms, badges, etc Personal hygiene Clothing appropriate to the situation Hair cleanliness and style Accessories jewellery, earrings, watches, tattoos, Expression facial expressions Tone of voice Body language Surroundings (Can they see a messy desk? Dead flowers in thevase? Eating your lunch ?...)

Team work Team work are critical for your effectiveness as a manager or entrepreneur. And even if you are not in a management or leadership role yet, better understanding of team work can make you a more effective employee and give you an extra edge in your corporate office. Make sure that the team goals are totally clear and completely understood and accepted by each team member.

Make sure there is complete clarity in who is responsible for what and avoid overlapping authority. For example, if there is a risk that two team members will be competing for control in certain area, try to divide that area into two distinct parts and give each more complete control in one of those parts, according to those individual's strengths and personal inclinations.

1. Keeping A Good Team Together Effective development methods, the right technology, efficient processes, available money and well-invested time are all important aspects, but none can substitute for the importance of an exceptional team if you want to establish an exceptional organization. Keeping a team of talented individuals who work together well is one of the top

2. Advantages of Teamwork The key advantage of teamwork is a better end result. Your organisation should find your teams to be more responsive to the changing needs of the marketplace. Teams can be closer to customer's needs, more informed about advanced technology, and faster to respond than traditional hierarchies.3. What is Team Work or Teamwork It is the Synergy required to embark into the great goals, to succeed when facing the big challenges. The joint purpose to achieve certain successes that are not possible for just one individual. It is the concerted effort to help each other to complement our strengths and defeat our weaknesses. Teams are comprised of members who share the responsibility, the effort, and the pride.

Why it is important COMMUNICATION In organizations, it is necessary to communicate with different sub-groups and overcome difficulties in effective communication. Since each sub-group has a unique sub-culture, an effective communications trainer may assist organizational members in improving communications between sub-groups of the organization. It is necessary to ensure that communication between individuals the various sub-cultures serve to meet the mission and goals of the organization. Communications training can assist leaders to develop the ability to perceive how various individuals and subgroups relate to each other and make appropriate interventions.Types of skill development Listening skills Influence Skills Responding to conflict Customer service Assertiveness skills Negotiation Facilitation Report writing; business and technical writing Public speaking, effective presentation Speaking skills Interacting skills

Team work Effective team working is becoming more and more critical to the success of organisations. People need to be able to work together in a variety of ways, taking responsibility as individuals, working in functional groupings, and contributing to project groups for specific tasks. Cross organisational and multi-disciplinary groupings are becoming increasingly important ways of achieving results. This means that people must develop the capability to contribute to effective group working, both as leaders and as members. Organisations need their teams to achieve high performance in a short space of time; to be self directing, responsive and motivating.

TASK2 Types of communication Verbal Communication You must ensure that the customer understands what you are saying. Good verbal communication will: Help you manage the call effectively Optimize call time, and Achieve better customer Care Centre performance levels

Practice good verbal Communication skills by: Speak clearly Matching the callers style, proficiency, intonation, vocabulary, rate of speech,and terminology Responding with appropriate empathy to the customers emotional needs Filling in silent time by building relationships Using humour appropriately Speaking concisely Managing the call and optimizing call time Using the correct terminology for the customer Above all, always treating the customer as you would like to be treated

Non-verbal Communication:In a face-to-face conversation, a lot of the communication that takes place is non-verbal. Nonverbal communication includes:

Body language Eye contact Facial expressions

Since you have no way of using non-verbal communication on the phone, you must optimize your tone of voice and be aware of the phrases you use. When speaking over the phone, we are at a slight disadvantage in communication because we cannot communicate non-verbally. Here are some quick tips: Tone of voice comprises 85% of out communication over the phone. Your tone of voice will affect the customers perception of the service he or she received. Keep your tone of voice free from anger and frustration.