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Communication
Chapter 7 | ProStart Year 1
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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.
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Includes both verbal (speaking and writing) and non-verbal ( body language and gestures).
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Understanding the process is important for building strong relationships with employees
and customers.
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Example of the communication process in the restaurant and foodservice industry:
1. Sender: Chef
1.
Receiver: Line Cook
Message Content: “Fire three shrimp on table 10”
3. Message Channel: Downward
4. Context: The line cook is “in the weeds” and the chef really needs that table out
quickly.
2.
The Communication Process
Message Content
S The main connection between the people sending and receiving a
message is the message content:
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Historical Information Information has already happened
Examples:
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Company history and orientation information
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Status updates and management decisions
Action-required Information People who send these messages expect
something to happen because of the message
Examples
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An order from a supervisor “Clean that table”
Message Forms
S Words: This can mean verbal or written words
S Sounds: For example, a siren is one way to send a message
S Graphic Illustrations: Some examples of this are pictures,
diagrams, job aids.
S Signs and symbols: Gestures and nonverbal forms
Barriers to Communication
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Anything that interferes or affects
communication
S Includes lack of time and other
pressing needs
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To prevent barriers in communication:
1.
Before sending a message, observe the
audience.
2.
Decide the best way to get the message
out.
3.
Make sure the message was
successfully received.
Obstacles to Good Communication
Jargon
Language Differences
Clarity
Gestures
Assumptions
Semantics
Nonverbal Boundaries
(what words mean)
Cultural Differences
Noise
Tone of Message
Prejudices and Biases
Other Distractions
Personal Characteristics That Affect
Communication Skills
Personal characteristics include body language, eye contact, and
credibility
S Guidelines to help people accept and understand from all walks of
life:
S Be aware that not everyone has the same behaviors
S If misinterpreted behavior has offended someone, clarify and
apologize. If offended by someone else’s communication, let that
person know.
S See and treat people as individuals, rather than members of a
particular group.
Effective Listening
Listening is the ability to focus closely on what another person is
saying to summarize the true meaning of a message.
1.
2.
3.
4.
5.
6.
7.
Prepare to listen.
Show that you’re paying attention.
Don’t interrupt and don’t finish the other person’s sentences in
your mind or aloud.
Ask questions to clarify.
Listen between the lines.
Don’t overreact.
Record key ideas and phrases.
Effective Speaking
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Who?
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What?
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When?
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Qualities of an Effective Speaker
S Interact with audience.
S Use suitable language.
S Use appropriate nonverbal
communication
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Where?
S Vary your speech patterns
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Why?
S Close the conversation.
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How?
Effective Telephone
Skills
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.
4.
If the caller has a large amount of
information, take notes.
5.
Paraphrase or repeat information.
6.
Decide if you can help them resolve the
problem.
7.
If you can help, explain the steps to be
taken to the caller.
8.
Close conversation by explaining you are
transferring them or asking if you can help
with anything else.
9.
Always end on a positive note.
10. Write messages down
Effective Writing
S Written business communication is another means for a manager to
share information.
S Written communication pointers:
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Be brief.
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Be clear and complete.
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Review writing to be sure ideas are understandable and comprehensive.
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Keep it simple.
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Check your work.
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Always write with an upbeat attitude.
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Take a timeout.
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Read out loud to check grammar and punctuation.
Organizational Communication
Organizational Communication is the numerous messages and
information that convey operational procedures, policies, and
announcements to a wide variety of audiences.
S Two types of organizational communication are:
S Mission Statements primarily serves an internal function; describes the company’s
purpose and key objectives
S Vision Statements directed both internally and externally; defines the company’s
purpose and values to employees and customers
Interpersonal Communication
Interpersonal communication is a two-way communication that has
immediate feedback
S Occurs in all types of relationships
S The goal of interpersonal communication is to achieve a specific
outcome.
S provide performance feedback
S improve the relationships of the people involved
Sharing Information and Verbal
Messages
S Verbal messages have a significant impact on interpersonal
communication, and, therefore, on the relationships a
manager has with employees.
S Empathy is the act of identifying with the feelings, thoughts,
or attitudes of another person.
S Successful managers use all the available and appropriate
ways to communicate with staff and coworkers.