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ALEENA AMEERA SELEH CB130063
AMIRAH NURHANIS HAZMIR CB130064
RASYEEDA ROHIZAM CB130103
ZAIMAHANIM SAPKI CB130055
* COMMUNICATION &
LISTENING SKILL
consists of different service
• Hotels
• Restaurants
• travel and tourism industry
• event management
become a part of the
hospitality industry
• fluent communicator
• know English
• talk with the customers
• interact easily
*WHY DO YOU NEED
COMMUNICATE WELL?? Plays a very important role in the hospitality industry
Communication is an integral part of service
To avoid misunderstanding between department
Easier to communicate about any guest problem or
complaint
Communication and speaking is a key to running a
successful business or event
Create a good impression in the mind of the customer
Avoid to disappoint the customer
Help to make repeat costumer
*A Guide To Effective
Costumer
Communication
answering their queries
Good customer service
dealt with guest
professionally and
competently
make the right impression
and give your customers
what they are looking for
They are still at lunch (they're taking a
long break)
They are not in yet (they're late)
They have left already (they've slipped
off early)
She's at the dentist (this is too personal)
They are tied up (they are too busy to
talk to you)
It is far easier and much more
professional to say: She's not available at
the moment - may I get her to call you
back
TOP SIX TELEPHONE FRUSTRATIONS!
• Being cut off or put through to the wrong
person
• Being left hanging on with no explanation
• Not knowing who you are talking to and if
they can help
• Being asked lots of questions
• Not being given the chance to explain
yourself
• Being called at an inconvenient time
• Identify yourself and
listen without
interrupting
• Respond as necessary
• Stop talking if
interrupted
• Give prompt service
with the minimum of
delay
• Don't keep the caller
hanging on the line
without going back to
them
• Speak clearly and with a smile (yes,
you can "hear" a smile!)
• Be aware of how important your voice
is in conveying a friendly personality
• Be enthusiastic and show an interest
• Be sincere in your attempts to help
• Never lose your cool
• If you promise to take certain action
do it as agreed
• Deal with any problems diplomatically
Learn to listen• Don’t interrupt unnecessarily
• Don’t switch off half way
through
• Don’t hurry people
• Try putting yourself in the
caller's place
INFORMATION• Be clear and accurate
• Make sure that any information you give
is correct
• Talk with confidence
• Get the facts and record the information
• Confirm your caller understands the
information you have supplied
• Answer questions if you can or offer to
find out the information
MESSAGE TAKING• Who the call is for
• The date and time of the call
• Name of caller and company
• Their telephone/fax number
• Reason for the call / is the call urgent?
• A convenient time to return the call
• Your name
• Details of anything you have agreed with
the caller
• Try and establish some rapport with the caller
• Use their name and recognize their importance
• Let the person explain and listen carefully
• Get all the facts and take notes
• Direct the conversation away from emotion
• Avoid defensive reactions
• Try and develop a solution giving a time frame
and your actions
• Make a commitment to follow up
• Get agreement to your solution
• Thank the person for calling
• clearly reflected in both
your voice
• the way you behave with
others
• get a positive response
from others
*10 step to
improve
communication
• find people who are can working and
willing to learn, and train them yourself
• some employers prefer to train their own
staff, rather than re-train experienced
staff to meet their standards
• the key to providing professional service
• They are paying good
money and deserve
the best service
• To give friendly and
professional service
as management, need to
provide your staff with the
best tools
to offer the guests the
service
expecting free internet
service, as advertised on
the hotel's website
two-way communication
between all levels of staff in
any hospitality
To make sure operation run
smooth and cost-effective
Take an action as soon as
possible in any running out of
certain item
• Use digital equipment to
make communication easier
in every department
• It can be a system to keep
all the information about
inventory, hotel room
reservation, online booking
and etc.
Well inform staff• know the menu inside out and can answer
any query from the guest
• Do not let your guest wait for your
information
• Reception staff should be well informed
about the region and be able to give
advice and get information on the local
attractions, transport, entertainment etc
Communicating with foreign
tourists• To be fluent in all the foreign
language
• should be aware of different
cultures and respect them
• Avoid to ignore their culture- hari
raya celebration, break fast during
ramadan.etc.
• Service has to be quick
• an important part of good
communications is quick
response.
• Whether it's answering emails
about reservation or other
inquiries, providing service at
the reception desk, or getting
that meal on the table without
delay
• the good reputation of your
business.
• Your staff is your hospitality
communication line to your
customers
• Listen to what they have to say
• To show that you accept the opinion
• will make them feel good in their
work environment and proud of
their job
• Will effect to the costumer service
• It will give positive experience to
the guest
• Listen to your guest
complaint
• Make easy communication
with guest about any
suggestion by providing
service evaluation card
• Show that you value their
feedback
Types of Professional
Communication
Verbal communication
Every message have to be
clear
Communication should be clear
and concise
Tone, volume, pronunciation
and pitch should be clear
Use humors appropriately
Smile to ensure communication
is pleasant
Provide feedback from
the communication
Use silence when
applicable
• Formal presentation
• Must be prepared
• Preparing the speech to fit
the audience
• Different communication
between student and the
group of senior citizens
• Do not read from the
script
• Very fast communication
• Social networking, emailing,
blogging, texting, internet
conference, teleconference
• Electronic mail is quick and
efficient
*CHALLENGE IN
EFFECTIVE
COMMUNICATION
*Practical Solution
*Communicating effectively with
customers including dealing with
complaints.
*Communicating effectively with
colleagues and supervisors.
*Accurate documentation
(particularly emergency
procedures, menus and the
hotels induction book).
• Written communication
• Understand how to use
language
• Use grammar and
punctuation to explain
• Letter, memos, reports,
articles, marketing flyers,
poster, magazine
• Require different
technical and literary
skills
PITCH
• The pitch should be mid-range
QUALITY
• Should not be nasal, harsh or out of breathe.
RATE
You should ensure that you are speaking at a medium rate.
PAUSE
Use pausing when appropriate ends to emphasis a point within your communication.
AVOID
Try to avoid using such words as ‘um’, ‘you know’, ‘like’ or words that illustrate you are ensured
*Different between Listening and Hearing
Listening - Involves the active efforts from our
thoughts and full attention on
what we hear through our ears.
Hearing :
•Heard a physics means there is a sound
heard by the ear, but not refined by
our thought
•Hearing that is how we are going to listen
something when others is talking
*TYPES OF LISTENING
SKILLS
Types Of Listening
Skills
Informational Listening
Critical Listening
Reflective Listening
Casual Listening
• Focuses on the ability of an individual to understand a speaker’s message.
INFORMATIONAL LISTENING
• by seeking to understand a speaker's idea, then offering the idea back to the speaker, to confirm the idea has been understood correctly
REFLECTIVE LISTENING
• Listening in order to maximize our accurate understanding of what another person is saying by doing analyze, evaluation and judgement.
CRITICAL LISTENING
• Listening without obviously showing attention
Casual listening
The Need Of Listening Skills In
Meeting
Meeting
ComplaintConflict
*
MEETING
• Efficient hearing requires the consolidation of the idea that logic and effective
• To get the consensus before making any decision
CONFLICT
• use rarely convey the issues and needs at the heart of the problem
• connect more deeply to our own needs and emotions and to those of other people
COMPLAINT
• Develop active listening and conversational controlling skills
• the communication style and then lead the customer into a solution rather than problem orientated conversation
Barriers to Effective
Listening Skills
Language Barriers
Physical Barriers
Psychological Barriers
Physiological Barriers
Systematic Barriers
Attitudinal Barriers
LANGUAGE BARRIERS
The terminology used in a message may act as a barrier if it is not fully understood by the receiver
PHYSICAL BARRIERS
Barrier to communication is geographic distance between the sender and receiver
PSYCHOLOGICAL BARRIERS
Receiver will influence how the message is received
PHYSIOLOGICAL BARRIERS
Result from the receiver’s physical state
SYSTEMATIC BARRIERS
Exist in organisations where there are inefficient or inappropriate information systems and communication channels
ATTITUDINAL BARRIERS
Behaviours or perceptions that prevent people from communicating effectively
Always listen attentively while looking at
the face and shown strong interest toward
the conversations
Hear the information and try to understand
it so the messages communicated will be
achieved
Consider the content rather than the style
on how she or he delivered the information.
*How To Improve Listening
Skills
*Don't be too quick to make assumptions
*Avoid prejudice
*Set aside any interference
*Repeat relevant information to test your understanding
*Remember! Mind is faster than words
*Give high attention on listening than fuming
*Give appropriate feedback