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Chapter 7
Communication
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF)
and published by Pearson Education, Inc. All rights reserved.
The Process of
Communication
Communication is the process of sending and receiving information by
talk, gestures, or writing for some type of response or action.
▪ Learned skill
▪ 75% of day is spent communicating
▪ Includes verbal (speaking and writing) and nonverbal (body
language)
▪ The two kinds of messages are:
▪ Historical information: This is information that has already
happened.
▪ Action-required information: Some action must be taken
based on the information in the message.
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Barriers to Communication
▪ Barriers to communication include:
▪
lack of time
▪ fear of confrontation
▪ Cultural differences
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Common Barriers to Effective Communication:
●
The use of jargon. Over-complicated, unfamiliar and/or technical terms.
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Emotional barriers and taboos. Some people may find it difficult to express their emotions and
some topics may be completely 'off-limits' or taboo.
●
Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page
Barriers to Effective Listening for more information).
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Differences in perception and viewpoint.
●
Physical disabilities such as hearing problems or speech difficulties.
●
Physical barriers to non-verbal communication. Not being able to see the non-verbal cues,
gestures, posture and general body language can make communication less effective.
●
Language differences and the difficulty in understanding unfamiliar accents.
●
Expectations and prejudices which may lead to false assumptions or stereotyping.
People often hear what they expect to hear rather than what is actually said and jump to
incorrect conclusions.
●
Cultural differences. The norms of social interaction vary greatly in different cultures, as do the
way in which emotions are expressed. For example, the concept of personal space varies
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between cultures and between different social settings.
Obstacles to good communication
▪
▪
▪
▪
▪
▪
Semantics: words have different meanings (mouse vs.
mouse)
Language differences: dialects differ
Jargon: buzzwords, technical language, slang (in the
loop)
Tone of message: “It’s not what you say but how you say
it”
Prejudice/biases: preconceived idea about something
Cultural differences: gumbo in N.O. is not the same
gumbo as Mississippi
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Personal Characteristics That
Affect Communication Skills
▪ Communicating is writing or speaking, body language, eye
contact, and credibility.
▪ Whenever communicating with supervisors, coworkers, or
customers whose backgrounds are different, be aware of their
reactions.
▪ In a restaurant or foodservice operation, it is also important that
guests find the staff to be credible during communication.
▪ For servers, product knowledge is important to credibility.
▪ When a guest complains about something, the credibility of
the server or manager who handles the complaint is critical to
good communication.
▪ Chefs must have knowledge of processes and procedures to
be credible.
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Effective Listening
Listening is the ability to focus closely on what another person is
saying to summarize the true meaning of a message.
▪ An effective listener actively participates in the communication
process. To be an effective listener, follow these guidelines:
1. Prepare to listen.
2. Show that you’re paying attention (eye contact)
3. Don’t interrupt and don’t finish the other person’s sentences in
your mind or aloud.
4. Ask questions to clarify.
5. Listen between the lines.
6. Don’t overreact.
7. Record key ideas and phrases.
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Effective Speaking
▪ When planning a message, deliver the key points in a
brief and clear manner.
▪ To ensure that the communication has covered all the
vital information, answer the five “W’s” and “How”
questions:
▪ Who?
▪ When?
▪ What?
▪ Why?
▪ Where?
▪ How?
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Effective Telephone Skills
▪ You must be both an effective listener and an effective speaker:
1. State the name of the organization, followed by
the call receiver’s name, and the question, “How
may I assist you?”
2. Listen for the reason the caller has phoned the
organization.
3. Maintain a positive, polite, and courteous attitude
when speaking with the caller (smile)
4. If the caller has a large amount of information,
take notes to be sure all the information is
received.
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Effective Telephone Skills
6. Paraphrase or repeat what the caller has stated.
7. After listening to what the caller has to say, decide
whether you can resolve the caller’s problem.
7. If you can resolve the caller’s concerns, explain to the
caller any steps to be taken.
8. Close the conversation either by explaining to the
caller that you’ll be transferring him or her or asking
whether there is anything else you can do to assist
him or her.
9. Write messages down on a pre-printed message form.
10. Always end the conversation on a positive note.
Effective Writing
▪ Written business communication is
another means for a manager to share
information (memos, faxes, emails)
▪ Written communication pointers:
▪ Be brief and simple
▪ Be clear and complete.
▪ Review writing to be sure ideas are
understandable and comprehensive.
▪ Check your work.
▪ Always write with an upbeat attitude.
▪ Read out loud to check grammar and
punctuation (don’t use text-ese)
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Using your
textbook Read
pages 432-435.
Focus on Table 7.3
and Figure 7.6
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Section 7.3
Types of Communication
▪ Communication involves the exchange of
information through many different types of
ways.
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Organizational
Communication
Organizational communication is the numerous messages
that convey operational procedures, policies, and
announcements to a wide variety of audiences (either inside the
operation or outside the operation – the public)
▪ Two types of organizational communication are:
▪ mission statement: serves an internal function;
describes the company’s purpose and objectives to
its team and owners.
▪ vision statement: both internally and externally;
defines the company’s purpose and values to
employees and customers.
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Interpersonal Communication
Interpersonal communication is any two-way
communication that has immediate feedback.
▪ Interpersonal communication is a
key to creating a positive and
respectful work environment.
▪ The goals of interpersonal
communication are to achieve a
specific outcome and to improve
the relationships of the people
involved.
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Interpersonal
Communication
▪ In interpersonal communication, one person shares
information that helps the other person relate back. By
sharing, the two become closer and strengthen their
relationship.
▪ Verbal messages have a significant impact on interpersonal
communication, and, therefore, on the relationships a
manager has with employees.
▪ Empathy is the act of identifying with the feelings, thoughts,
or attitudes of another person.
▪ Successful managers use all the available and appropriate
ways to communicate with staff and coworkers (casual
conversation and feedback)
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