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ALEENA AMEERA SELEH CB130063 AMIRAH NURHANIS HAZMIR CB130064 RASYEEDA ROHIZAM CB130103 ZAIMAHANIM SAPKI CB130055 * COMMUNICATION & LISTENING SKILL

Communication & listening skill

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Page 1: Communication & listening skill

ALEENA AMEERA SELEH CB130063

AMIRAH NURHANIS HAZMIR CB130064

RASYEEDA ROHIZAM CB130103

ZAIMAHANIM SAPKI CB130055

* COMMUNICATION &

LISTENING SKILL

Page 2: 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

Page 3: Communication & listening skill

*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

Page 4: Communication & listening skill

*A Guide To Effective

Costumer

Communication

Page 5: Communication & listening skill

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

Page 6: Communication & listening skill

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

Page 7: Communication & listening skill

• 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

Page 8: Communication & listening skill

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

Page 9: Communication & listening skill

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

Page 10: Communication & listening skill

• clearly reflected in both

your voice

• the way you behave with

others

• get a positive response

from others

Page 11: Communication & listening skill

*10 step to

improve

communication

Page 12: Communication & listening skill

• 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

Page 13: Communication & listening skill

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

Page 14: Communication & listening skill

• 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

Page 15: Communication & listening skill

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.

Page 16: Communication & listening skill

• 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

Page 17: Communication & listening skill

Types of Professional

Communication

Page 18: Communication & listening skill

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

Page 19: Communication & listening skill
Page 20: Communication & listening skill

• 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

Page 21: Communication & listening skill

*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

Page 22: Communication & listening skill

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

Page 23: Communication & listening skill

*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

Page 24: Communication & listening skill

*TYPES OF LISTENING

SKILLS

Types Of Listening

Skills

Informational Listening

Critical Listening

Reflective Listening

Casual Listening

Page 25: Communication & listening skill

• 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

Page 26: Communication & listening skill

The Need Of Listening Skills In

Meeting

Meeting

ComplaintConflict

Page 27: Communication & listening skill

*

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

Page 28: Communication & listening skill

Barriers to Effective

Listening Skills

Language Barriers

Physical Barriers

Psychological Barriers

Physiological Barriers

Systematic Barriers

Attitudinal Barriers

Page 29: Communication & listening skill

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

Page 30: Communication & listening skill

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.

Page 31: Communication & listening skill

*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