Download Communication

HOSPITALITY AND RESTAURANT
MANAGEMENT
 Leaders are Effective Communicators
WHY COMMUNICATION?
Vision, Mission, Goals and Objectives
Stephen R. Covey –
Stephen Covey: Goals and Priorities
CHAPTER LEARNING OBJECTIVES
 Describe the communication process.
 Identify obstacles to effective communication.
 Identify characteristics of effective speaking.
 Identify types of nonverbal communication.
 Describe characteristics of effective listening.
 Understand basic telephone skills.
 Describe a systematic process for effective writing.
 Identify procedures for effective organizational
communication.
MANAGERS MUST BE EFFECTIVE
COMMUNICATORS
They must communicate effectively with
staff members.
Interaction with customers is vital to the
restaurant’s success.
Owners, suppliers and the community have
interactions with managers as well.
Professional development requires effective
communication skills.
How does this dining room service team know what
they are supposed to do and how they are supposed to
do it?
THE COMMUNICATION PROCESS
The process of sending and receiving
information by talk, gestures, or writing for
some type of response or action
Communication effectiveness is influenced by
what is said and how it is said.
THE COMMUNICATION PROCESS
CONTINUED
where
who
what
how
ENCODING AND DECODING
Encoding
Developing the message
Done by the sender
Decoding
Translating the message
Done by the receiver
TYPES OF MESSAGES
Historical Information ~ no action required
Action – Oriented Information ~ requires action
Impending – Action Information ~ future action
ORGANIZATIONAL COMMUNICATION
Communication messages can travel
up, down, and across the organization.
ORGANIZATIONAL COMMUNICATION,
CONTINUED
Upward Communication
Say what is important-including good and bad
Be brief, accurate, suggest solutions
Be sure timing is right
Don’t go over boss-unless needed
Downward Communication
Open door policy – listen objectively
Don’t overreact to bad news
Share as much as you can/ or is necessary
Give feedback often, but sincere
ORGANIZATIONAL COMMUNICATION,
CONTINUED
Lateral Communication
Know peers as well as possible and as many as
possible
Share as needed/ necessary
Look at ‘big picture’
Be sincere
Offer help, if possible
BARRIERS TO COMMUNICATION
Noise, environment, language, cultural differences, tone of message,
nonverbal communication, and lack of comprehension can be barriers to
communication.
FACTORS THAT CREATE COMMUNICATION
BARRIERS
Semantics
Jargon
Gestures
Cultural differences
Assumptions
Poor Timing
Chapter 3 resources\What is Causing the
Communicatio Problem.pdf
Prejudices
Environment
Clarity
Emotions/Stress
Message tone
Nonverbal issues
INFORMAL VS. FORMAL COMMUNICATION
Managers engage in more informal than formal
communication.
Informal communication occurs as managers
talk with employees on a one-to-one basis or in
small groups.
Examples of formal communication—speeches,
presentations, and memos
OH 3-10
PLANNING THE MESSAGE
Be sure to cover all vital information. To do
so, consider
 Who?
 What?
 Where?
 When?
 Why?
 How?
Planning the Message, continued
 How much
planning does a
restaurant
manager do
before speaking
informally with
an employee?
TYPES OF WRITTEN COMMUNICATION
Responses to social media, see box on page 86.
CHARACTERISTICS OF EFFECTIVE SPEAKERS
Articulates points
Interacts with the receiver
Personalizes the message
Uses suitable language
Uses appropriate nonverbal communication
Varies speech patterns
ASSURING THE RECEIVER
UNDERSTANDS THE MESSAGE
Ask a question about the topic.
Ask the receiver to paraphrase the message.
Encourage the receiver to provide feedback.
ENCODING AND DECODING
Encoding
Developing the message
Done by the sender
Decoding
Translating the message
Done by the receiver
Examples: manager looks to see if message
was decoded correctly
EFFECTIVE COMMUNICATION
Verbal
The message itself, the words you say
Vocal
Element of your voice: the intonation, projection and
resonance of the voice that carries those words.
Visual
What people see: your face and your body
VERBAL-VOCAL-VISUAL
Most effective
Verbal
Vocal
Visual
Total
communication:
7%
38%
55% (facial)
100%
Professor Albert Mehrabian , Professor Emeritus of Psychology, UCLA
"Silent Messages" -- A Wealth of Information About Nonverbal Communication (Body
Language), Mehrabian, A. (1981).
NONVERBAL COMMUNICATION
The many expressions and movements of a
speaker that convey information about the
message being given
Examples:
 Smiles
 Crossed arms
 Gestures
 Body language
 Clothing/appearance
 Eye contact
KEY ELEMENTS OF NON-VERBAL
COMMUNICATION
1.
2.
3.
4.
5.
6.
7.
Eye Communication
Posture/Movement
Gestures
Facial Expression
Dress/Appearance
Voice/Vocal Variety
Touch
DECODING NON-VERBAL COMMUNICATION
Consider:
Context
Clusters
Relation to what is being said
Consistency
Cultural influences
Nonverbal Communication continued
There are many nonverbal expressions here!
LISTENING
The ability to capture the essence of a
message being communicated
When the receiver does not pay attention to the
sender, the communication is not likely to be
effective.
SKILLS OF AN EFFECTIVE LISTENER
Maintain eye contact.
Do not interrupt.
Ask questions for clarity.
Rephrase/repeat what the speaker says.
Use body language to show attentiveness.
Take notes.
STEPS FOR ANSWERING A BUSINESS
PHONE
Step 1 – Identify the organization’s name, state
receiver’s name, and ask, “How may I
assist you?”
Step 2 – Determine why the caller has phoned.
Step 3 – Maintain a professional attitude.
Step 4 – Take notes.
Step 5 – Paraphrase/repeat what the caller
has stated.
STEPS FOR ANSWERING A BUSINESS
PHONE CONTINUED
Step 6 – Ask questions to get at the root of the
caller’s issue
Step 7 – Assess the reason for the call and
provide help or transfer the call.
Step 8 – Explain steps to be taken.
Step 9 – Ask if any other assistance can
be provided.
Step 10 – End the call politely.
HOW WOULD YOU ANSWER
THE FOLLOWING QUESTIONS?
1. It is the receiver’s responsibility to
understand a message. (True/False)
2. Managers engage in informal communication
(more/less) often than formal communication.
3. Words are more important than behavior
when communicating. (True/False)
4. A receiver’s body language (can/cannot) help
the receiver learn if a message is
understood.
EFFECTIVE WRITING
Three parts to most written materials
Introduction
Body of message
Conclusion
Writing is a challenge for many managers.
SYSTEMATIC WRITING PROCESS
Think about the audience and purpose.
Think about the situation and details.
Think about actions you want taken.
Identify message benefits.
SYSTEMATIC WRITING PROCESS,
CONTINUED
Organize the message by identifying topics and
putting them in a logical sequence.
Write the main body first, then the introduction,
and then the conclusion.
Re-read, edit, and revise the draft several times.
Ask someone to review the material;
make revisions.
Write the final draft; distribute the information.
WRITING ROAD BLOCKS
Lack of planning
Lack of purpose
Forgetting the audience
Use of incorrect style
EFFECTIVE ORGANIZATIONAL
COMMUNICATION
Messages and information that convey
operating procedures, policies, and
announcements to internal audiences (staff and
employees) and external audiences (customers
and community officials)
EFFECTIVE ORGANIZATIONAL
COMMUNICATION
Developing Organizational Communication
HOW WOULD YOU ANSWER
THE FOLLOWING QUESTIONS?
1. What is the first step in the writing process?
2. What part of a lengthy written work should be
developed first?
3. What are the “W questions” that help to
organize writing?
4. “Execute and deliver the message” is the last
step in developing organizational
communication. (True/False)
KEY TERM REVIEW
Boilerplate A term that relates to portions of contracts that do not
change when they are used with different parties.
Chain of command The way in which authority flows from one
management level to the next.
Communication The process of sending and receiving information by
speech, gestures, or writing to receive a response or action.
Constructive feedback Feedback that focuses on specific aspects of
performance and can be positive, such as emphasizing desired
performance, or negative, such as addressing performance that should
be improved.
Environmental noise Any sound, such as loud talking or blaring radios,
that interferes with communication.
External communication Communication that builds the customer base
and helps build and maintain the establishment’s desired identity
throughout the community.
KEY TERM REVIEW CONTINUED
KEY TERM REVIEW CONTINUED
CHAPTER LEARNING OBJECTIVES—
WHAT DID YOU LEARN?
 Describe the communication process.
 Identify obstacles to effective communication.
 Identify characteristics of effective speaking.
 Identify types of nonverbal communication.
 Describe characteristics of effective listening.
 Understand basic telephone skills.
 Describe a systematic process for effective
writing.
 Identify procedures for effective organizational
communication.