Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
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 ___________ is the process of sending and receiving information by talk, ___________, or writing for some type of response or action. Understanding how the communication process works is important for building _______ __________with employees and customers. The communication process has _______ parts: sender, receiver, ______ _________, message channel, and ______. The two kinds of messages are: ___________ information: This is information that has already happened. ___________ ___________ information: Some action must be taken based on the information in the message. 7.1 Chapter 7 | Communication 2 Barriers to Communication ___________ to communication include anything that ___________ or affects communication. Barriers to communication include ____ __ ____and other pressing needs. Another common barrier to communication is fear of _________________. To prevent barriers in communication, make a plan: 1. Before sending a message, ___________ the audience. 2. Decide the best way to get the _____ _______with a chance of success. 3. Make sure the message was ______________ received. 7.1 Chapter 7 | Communication 3 Section 7.1 Summary Communication is the process of __________ and receiving information by talk, gestures, or writing for some type of response or action. Barriers to effective ___________ include language differences, semantics, jargon, ___ __ ______, clarity, assumptions, cultural differences, prejudices and biases, noise, _________ ____________, gestures, and other distractions such as lack of time and other _______ ______. 7.1 Chapter 7 | Communication 4 Personal Characteristics That Affect Communication Skills Communicating is not just about _________ or speaking. Personal characteristics, such as ______ _________, eye contact, and ________, have a major impact on communication between people. Whenever communicating with supervisors, ____________, classmates, or customers whose backgrounds are different, be aware of their ______________. In a restaurant or foodservice operation, it is also important that guests find the staff to be ___________ during communication. For servers, _________ __________is important to credibility. When a guest complains about something, the credibility of the server or manager who ______ ______ ______is critical to good communication. Chefs must have __________ of processes and ___________ to be credible. 7.2 Chapter 7 | Communication 5 Effective Listening ____________ is the ability to focus closely on what another person is saying to summarize the true meaning of a message. An effective listener _________ __________in the communication process. To be an effective listener, follow these guidelines: 1. ___________ to listen. 2. Show that you’re __________ ___________. 3. Don’t interrupt and don’t finish the other _______ _________in your mind or aloud. 4. Ask questions to _______________. 5. Listen between the _______________. 6. Don’t _______________. 7. Record ________ __________and phrases. 7.2 Chapter 7 | Communication 6 Effective Speaking When planning a __________, __________ the key points in a brief and clear manner. To __________ that the communication has covered all the vital information, answer the five “W’s” and “How” questions: _________? ___________? ___________? __________? ____________? _____________? _____________ the communication further and think about how the audience will respond to the message. Consider ways to _________________ or customize it for them. 7.2 Chapter 7 | Communication 7 Effective Telephone Skills You must be both an ___________ listener and an effective speaker: 1. 2. 3. 4. 7.2 State the ____ of the organization, followed by the call receiver’s name, and the question, “______________?” ______ for the reason the caller has phoned the organization. Maintain a ____, ______, and courteous attitude when speaking with the caller. If the caller has a large amount of information, _____ ______to be sure all the information is received. Chapter 7 | Communication 5. _________ or repeat what the caller has stated. 6. After _________ to what the caller has to say, __________ whether you can resolve the caller’s problem. 7. If you can resolve the caller’s concerns, explain to the caller any ____________ to be taken. 8. Close the __________ 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 __________him or her. 9. Write __________ down on a preprinted message ____________. 10. Always __________ the conversation on a _______________ note. 8 Effective Writing _________ business communication is another means for a manager to ___________ information. To write a successful message, the communicator needs a _______ ___________ that helps him or her to plan what to say and builds the message’s structure. Written communication pointers: 7.2 Be ___________. Be _____________ and _____________. Review writing to be sure ideas are ________ and _____________. Keep it _______________. Check your ________________. Always write with an __________ ____________. Take a __________________. Read out loud to check _______________ and punctuation. Chapter 7 | Communication 9 Section 7.2 Summary An ______________ listener actively participates in the communication process. When ____________ a message, deliver the key points in a brief and _____________manner. To ensure that the communication has covered all the vital information, answer the __________________questions __________________ skills are an important tool in the restaurant and foodservice industry. A call receiver must be both an _____________ listener and an effective _______________. Written communication must be ________, concise, and __________. Effective business writing answers the “W’s” and “How” questions. 7.2 Chapter 7 | Communication 10 Organizational Communication Organizational communication is the numerous messages and information that convey operational ________, policies, and _______________s to a wide variety of audiences. Organizational communication can be sent to people inside the organization or outside the organization. Two important types of organizational communication are the __________ __________and vision statements of an operation: A mission statement primarily serves an ______ _________. It describes the company’s _________ and key objectives to its team and owners. A __________ statement is directed both internally and externally. It defines the company’s _____ and ______ to employees and customers. Other high priorities for organizational communication include industrial, _______________l, and community-related issues. 7.3 Chapter 7 | Communication 11 Interpersonal Communication _____________ communication is any two-way communication that has __________________ feedback. Interpersonal communication is a key to creating a ______ and ____________ work environment. Interpersonal ______________ occurs in all types of relationships. The __________ of interpersonal communication are to achieve a specific __________ and to improve the _______________ of the people involved. 7.3 Chapter 7 | Communication 12 Interpersonal Communication In ___________ communication, one person shares information that helps the other person relate back. By ___________, the two become closer and strengthen their relationship. ___________ messages have a significant impact on _____________ communication, and, therefore, on the relationships a manager has with employees. __________ is the act of identifying with the ___________, thoughts, or _____________ of another person. Successful _______________ use all the available and appropriate ways to communicate with staff and coworkers. ____________ communication allows managers to model an organization’s values to employees. 7.3 Chapter 7 | Communication 13 Section 7.3 Summary Organizational communication is the numerous messages and information that convey operational ___________, policies, and ______________ to a wide variety of audiences. Interpersonal communication is any _________________ communication that has immediate feedback. Relationships can be built through _____________communication by being __________, respectful, and open to sharing information with others. 7.3 Chapter 7 | Communication 14