Download Leadership/Leadership Chapter 3

Agenda
 Review articles from Chapter 2
 A little humor……….
 Chapter 3 – Communicating Effectively as a
Leader and a Manager
OH 3-1
Communicating Effectively
as a Leader and a Manager
3
OH 3-2
3-2
 Hospitality and Restaurant Management
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.
 Use basic telephone skills.
 Describe a systematic process for effective writing.
 Identify procedures for effective organizational
communication.
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Managers Must Be Effective Communicators
 They must communicate effectively with
staff members.
 Interaction with customers is vital to the
restaurant’s success.
 Professional development requires effective
communication skills.
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How does this dining room service team know what they
are supposed to do and how they are supposed to do it?
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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.
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The Communication Process continued
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Organizational Communication
Communication messages can travel up, down,
and across the organization.
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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
 Give feedback often, but sincere
OH 3-9
Organizational Communication, continued
 Lateral Communication
 Know peers as well as possible and as many as
possible
 Share as needed
 Look at ‘big picture’
 Be sincere
 Offer help, if possible
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Barriers to Communication
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Factors that Create Communication Barriers
 Semantics
 Prejudices
 Jargon
 Environment
 Gestures
 Clarity
 Cultural differences
 Message tone
 Assumptions
 Nonverbal issues
 Preconceptions
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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
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OH 3-10
Planning the Message
Be sure to cover all vital information. To do so,
consider
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 Who?
 When?
 What?
 Why?
 Where?
 How?
Planning the Message continued
 How much planning
does a restaurant
manager do before
speaking informally
with an employee?
OH 3-15
Characteristics of Effective Speaker
 Articulates points
 Interacts with the receiver
 Personalizes the message
 Uses suitable language
 Uses appropriate nonverbal communication
 Varies speech patterns
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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.
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Nonverbal Communication
 The many expressions and movements of a
speaker that convey information about the
message being given
 Examples
OH 3-18
 Smiles
 Body language
 Crossed arms
 Clothing/appearance
 Gestures
 Eye contact
Nonverbal Communication continued
There are many nonverbal expressions here!
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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.
OH 3-20
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.
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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.
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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.
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How Would You Answer
the Following Questions?
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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.
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Systematic Writing Process
 Think about the audience and purpose.
 Think about the situation and details.
 Think about actions you want taken.
 Identify message benefits.
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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.
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Writing Road Blocks
 Lack of planning
 Lack of purpose
 Forgetting the audience
 Use of incorrect style
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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)
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Developing Organizational Communication
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Communication Styles
 Something the book doesn’t discuss is that each of us
has a preferred communication style
 Communication Styles: Self-Assessment Exercise
 Take 15 minutes to complete the Self-Assessment
 Score your responses
 Determine preferred style
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Communication Styles continued
 Main Characteristics of Communication Styles
 Action
 Process
 People
 Idea
 Adjusting to Other Communication Styles
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How Would You Answer
the Following Questions?
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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
 Communication
 Decoding
 Encoding
 Environmental noise
 Formal
communication
 Informal
communication
 Information receiver
 Information sender
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Key Term Review continued
 Internal
communication
 Listening
 Message
 Message channel
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 Message context
 Nonverbal communication
 Organizational
communication
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.
 Use basic telephone skills.
 Describe a systematic process for effective writing.
 Identify procedures for effective organizational
communication.
OH 3-36