Training Manual Communication

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Trainee Information 3

Certificate of Completion 4

Introduction 5

What is Effective Communication 6

Verbal Communication Different Techniques 7

Body Language 8

Different Lines of Communication 9

Communication with your Colleagues 10

Self Assessment Test 11


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This Manual is designed to provide you, the employee, with a full knowledge of theimportance of good communication skills when dealing with customers and yourcolleagues on a day to day basis. By learning the different techniques used whendealing with people on all levels, you will become more confident and experienced inthe execution of your job.

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I _______________________ (Manager/Supervisor) hereby certify that

_______________________ (Employee Name) has successfully completed their

training in Communication and is fully qualified under the requirements of the

establishment in which they are employed herewith.

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There are many forms of communication that can be learnt, including

communication with others who speak another language. It is also important tounderstand the different roles you will come across in the day to day dealings inyour job, and the different communication techniques that need to be used.

Dealing with a customer is extremely different to dealing with a supplier or deliveryperson. There are many potential barriers when it comes to effectivecommunication, and this manual is designed to assist you in all aspects ofcommunicating with your peers, management and customers, on a daily basis.


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It is important to understand that effective communication only occurs when thereaction to whatever is being communicated, is positive. It can be safely assumedthat if a waiter turns to a customer and says what? in an abrupt manner, thecustomer will be offended. In the same vein, a waiter who approaches a customerand asks yes sir, how may I help you in a pleasant manner, they will receive apleasant response back from the customer. Do you understand?

Effective communication, in all areas of your work, will ensure you receive thedesired response from the person you are approaching.

It is important to remember that your ability to communicate well produces afavourable image to the hotel/restaurant and also contributes to the success of thecompany. Remember:

When effective communication is used, time wasting is reduced and conflicts are

resolved easier.

When customers are treated well, they will recommend an establishment to

others, therefore ensuring returning business. Always treat others as you would

wish to be treated yourself.

Customer confidence has been found to increase when staff speak to each otherwith respect, therefore promoting a positive company image.

Remember, you are part of a team, and a team needs to pull together and treateach other with respect.


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When an organisation grows, it generally follows that communication throughout thedifferent channels of business, decreases. To ensure that this doesnt happen,different channels of communication need to be established. It is important thatyou are aware of what different channels of communication are available in yourorganisation.

Each department in the organisation should have its own channel of communication.In order to facilitate

Talking to yourself. This can be described as intra-personal communication.

Talking to an inanimate object or a non-human (e.g. animal, trees, etc). This can

be described as extra-personal communication.

Talking to a small group of people or having a one-to-one conversation. This can

be described as inter-personal communication.


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Body language plays an important role in the art of communication. In the businessworld, it is extremely important to make eye contact when speaking face to face,but it is important to remember not to stare, as staring can be arrogant andthreatening. Also, when maintaining eye contact, it is important not to blink toomuch this can make you look nervous and dishonest. Strange but true.

Other types of body language to consider:

Direct your body towards the person you are speaking to. If the guest is sitting,

then sit down, if the guest is standing, then stand.

Be aware of the hand gestures you are making. Presenting your hands with

palms facing upwards is a welcoming gesture. Remember, guests will react

better to friendliness and helpfulness.

Facial expressions play an important part in communication. Keep a relaxed

expression on your face. Dont grin continuously, as it can make a person look

stupid. Smile and nod, to show you are listening no dead pan faces or

arrogant faces which can convey disinterest and boredom.

Dont stand too close to a guest as this can be thought of as an invasion of

personal space.

Keep your posture correct by standing up straight, and avoid crossing your arms,

which can make you look unapproachable.


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Without communication in a workplace, the wheels would stop turning andproductivity would stop. There are many channels of communication in anyorganisation, and it is important that information flows through these channels withease. If an order is rolled out, from senior management, then it is important that itreaches all levels within the organisation, whether through verbal or writtencommunication. The same is true when requests, complaints, information andsuggestions come from the bottom levels of staffing. Communication on all levels isimportant.

Different ways to communicate are:

Information can be posted so that all levels of staff can

see it. This is a great way to reach all staff members, but it is important that allstaff are aware that they should check the Notice Board regularly, so no-onemisses out on important communication.

For important information that relates to certain staffmembers, then a meeting to discuss certain issues is a great way to ensureeveryone is informed. This can be something as simple as a meeting at thebeginning of each shift to inform all staff of the specials, certain requirements,etc, or more serious issues from senior management detailing specific changes inthe business practice, new staff, etc.

This is a good practice for senior managementwhen meeting with supervisory staff, or supervisors with individual members ofstaff. If a sensitive issue needs to be discussed, or an item of importance thatrequires a one-to-one exchange of ideas, then this is an effective form ofcommunication.

It is always important to establish channels of communication throughout anorganisation. There will be procedures in place with regard to communicationthroughout the levels of staff and management, and you should be informed ofthese when you start work. Always remember, your first point of contact for anyform of communication will be your direct superior.


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The team of people that you work with, and who are on the same level as you,deserve to be treated with the same respect that you afford your superiors. Youshould be polite and helpful at work when communication with all levels of staff.

Teamwork is the key to the successful running of any organisation. How staff worktogether can make a difference when it comes to customer satisfaction. You are apart of that team, and your communication within the structure of the organisationis just as important as the next person. If staff moral is high, then the customerwill pick up on this, just as much as they will when moral is low.

By assisting each of your team mates, you will ensure that the best service isprovided to customers, as long as the rest of the team works in this way too.

So that your colleagues can work to the highest standard, they need your

assistance, and vice versa.

Treat the rest of the staff as customers on the inside and you will alwaysmaintain a good relationship with them.

Always be friendly in your greeting to your colleagues.

Show others that you value their opinion by responding to questions clearly anddirectly.

Always display a positive attitude (even if you dont feel like it). By acting in afriendly manner you will elicit a similar response from those around you.

Remember, treat everyone equally, as no matter how different we are, we alldeserve to be treated with respect.


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The following test is designed to assist you in remembering all the things you havelearnt in this Training Manual.

1. What is important about effective communication?

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2. Name 3 different types of body language and how they can be helpful ineffective communication?

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3. What are the different types of verbal communication?

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4. What different lines of communication are there?

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5. Why is good communication important with your colleagues?

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Documents

Training Manual Communication