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Chapter 2
Effective Communication
Supervision in the Hospitality Industry
Fourth Edition
(250T or 250)
© 2007, Educational Institute
Competencies for
Effective Communication
1. Identify common misconceptions, barriers,
and biases that interfere with effective
communication.
2. Explain the steps that supervisors can take to
speak effectively on the job.
3. Identify ways that supervisors can improve
their listening skills.
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(continued)
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Competencies for
Effective Communication
(continued)
4. Identify active listening skills and apply them in
supervisory situations.
5. Describe nonverbal communication and explain
how knowledge of it can help you on the job.
6. Explain the importance of good writing, and
identify how you can make your business writing
more effective.
7. Identify techniques for communicating by e-mail.
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Communication Myths
• “We communicate only when we want to
communicate.”
• “Words mean the same to me and to you.”
• “We communicate chiefly with words.”
• “Nonverbal communication is silent
communication.”
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(continued)
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Communication Myths
(continued)
• “The best communication is a one-way
message—from me to you.”
• “The message I communicate is the
message that you receive.”
• “There is no such thing as too much
information.”
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Barriers to Effective
Communication
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Distractions
Differences in background
Poor timing
Emotions
Personality differences
Prejudice
Differences in knowledge and assumptions
Stress
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Biases Affecting Communication
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First impressions
Stereotypes
Just-like-me
Halo or pitchfork effect
Contrast effect
Leniency/severity effect
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Obstacles to Listening
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Mind wanders
Tuning out
Distractions
Prejudices
Too many notes
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Four Stages in Active Listening
1. Focusing
2. Interpreting
3. Evaluating
4. Responding
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Active Listening—Focusing
• Decide to listen.
• Create the proper atmosphere.
• Focus on the speaker.
• Show that you are paying attention.
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Active Listening—Interpreting
• Keep from judging.
• Determine the speaker’s meaning.
• Confirm that you understand the meaning.
• Show that you understand.
• Reach a common understanding.
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Active Listening—Evaluating
• Gather more information.
• Decide whether the information is genuine.
• Evaluate the information.
• Communicate your evaluation.
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Active Listening—Responding
• Learn what the speaker expects.
• Consider your own time and energy.
• Decide what to do.
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Active Listening Skills
• Mirroring—repeating exactly some of the
speaker’s key words
• Paraphrasing—using your own words to
restate the speaker’s feelings or meaning
• Summarizing—condensing and stressing
the speaker’s important points
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(continued)
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Active Listening Skills
(continued)
• Self-disclosure—showing how you feel
about what the speaker said
• Questioning/Clarifying—asking questions
to ensure understanding
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Open-Ended Questions
Ask open-ended questions to:
• Begin a discussion—“What do you think
about …”
• Understand the speaker’s ideas—“Can
you tell me …”
• Examine a touchy subject—“How do
you feel about …”
• Avoid influencing an answer—“Tell me
more about …”
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Specific Questions
Ask specific (or closed-ended)
questions to get details:
• Who
• What
• Where
• When
• Why
• Which
• How many
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Keeping the Speaker Speaking
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“I understand.”
“Tell me more.”
“Let’s talk about it.”
“I see.”
“This seems very important to you.”
“I’d like to hear your point of view.”
“Really.”
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Non-Verbal Communication
• Facial expression
• Eyes
• Posture
• Gestures
• Body movement
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Writing Tips
• Plain English
• Short sentences
• Inverted pyramid
• Topic sentence
• Clear, concise, to the point
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