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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
___________ 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.
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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.
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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 _______ ______.
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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.
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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.
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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.
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Effective Telephone Skills
 You must be both an
___________ listener and an
effective speaker:
1.
2.
3.
4.
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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.
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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:








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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.
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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.
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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.
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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.
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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.
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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.
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