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Work with colleagues and customers
IntroductionThe 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 CommunicationGood communication requires:the use of all our sensesdisplaying appropriate body languageAppropriate use of tone, pitch in our voicebeing an effective listenerproviding feedback
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On successful completion of this chapter you will be able to:Communicate with othersMaintain personal presentation standardsProvide service to colleagues and customersRespond to conflicts and customer
complaintsWork in a team.
Communicate with customersStages 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.
Stages of communication
Encode
Sender(stage 1)
Sender has a message to communicate
DecodeDecodeStage (3Stage (3))ReceiverReceiver
receives the receives the message as message as
intendedintended
Noise or interference
stage (2)Message is sent
Feedback
Channel
Context
Communicate with customersWorkplace 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 friendlyUse an appropriate toneUse appropriate body languageShow sensitivity to differencesActively listenAsk questions to facilitate understanding.
Communicate with customers
Choosing the right channel – before sending the message we need to consider:The intended audienceThe purpose of the communicationThe situationDegree of formality requiredUrgency/time framesAccess of sender and receiver to equipment.
Types of communication
Communication can be:Verbal/OralNon-Verbal (body language)Written
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Communicate with customers
Oral communicationThe most frequent form of communication. Can
be delivered:Face to faceOver the telephoneWhen using a two-way communication system.
Three elements of communication are vitally important:Verbal – what we sayVocal – how we say itVisual – what the receiver sees.All three need to communicate the same meaning to be
effective.
Communicate with customersRefining our verbal communicationWhilst 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 clearlyAvoid slangDevelop our vocabularyMake the content appropriate and relevantPut the words in the correct context.
Communicate with customers
Refining our vocal communicationIncludes our voice projection, tone, pitch,
speed and breathing techniquesWe need to:
Vary our toneBe aware of pitchProject our voiceSpeak to consistent speedRemember to breathe!
Communicate with customersRefining our vocal communicationIncludes our voice projection, tone, pitch,
speed and breathing techniques.We need to:
Vary our toneBe aware of pitchProject our voiceSpeak to consistent speedRemember to breathe!
Communicate with customersRefining our visual communicationArguably 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 spaceMaintain eye contact and be aware of facial
expressionsMaintain strong posture and develop
appropriate hand and body movementsMaintain a high standard of personal
presentation.
Non-verbal communication Types of body language - the non-verbal
signals, movements and gestures we use to aid/hinder communication.
They includeOpen 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.
Non-verbal communication Facial expressions – “the eyes are the
window to the soul”.We can often tell from a person’s 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 haircutsMulti-coloured hair in a conservative
workplaceExcessive body jewellery as it may be unsafeWearing political badges or clothing.
Non-verbal communication Personal space – the distance we require
between another person and ourselves when interacting to feel comfortable.Being aware of other people’s space is an
important part of communication.Physical contact – be very aware of what is
and is not appropriate in our workplace!
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 arm’s length of space and to friends and family about half an arm’s 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.
Cultural differences in Communication
Cultural differences may include Modes of greetingBody languageFormality 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.
Written communicationWhichever 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.
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 protocolsSelecting 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 usedAccess of sender and receiver to necessary equipmentRequired format for written forms of communicationDegree of formalityUrgency 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.
Effective listening skillsHearing 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?
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).
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.
Barriers to effective communicationThose 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.
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 existStep two - understanding the influences on both
sender and receiverStep three – make plans to overcome those barriers
including our own personal goals to change behaviour if it is interfering with communication.
Finally, practise!
