Download week (2) communication 2011

Ambition
in Action
Week (2)
Communication
Ambition in Action
Introduction
 The
hospitality industry is about people. If you
work in this industry you will spend a great deal
of time interacting with your customers.
 Communication takes place everyday between a
variety of people and in various ways.
 It is not what we say but how we say it.
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Ambition in Action
What is it?
Communication
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Ambition in Action
What is communication?
 The
word communication is about passing
information from one person to another.
 Effective
Communication exists when the
message that one person communicates is
received by another as intended.
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Ambition in Action
Effective Communication
Good communication requires:
 the use of all our senses
 displaying appropriate body language
 Appropriate use of tone, pitch in our voice
 being an effective listener
 providing feedback
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Ambition in Action
Communicate with customers
 Workplace
communication is between ourselves and
our colleagues (internal customers) and between
ourselves and clients (external customers).
 Irrespective of who we communicate with, it is
important that we be:
Be polite, professional and friendly
Use an appropriate tone
Use appropriate body language
Show sensitivity to differences
Actively listen
Ask questions to facilitate understanding.
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Ambition in Action
Communicate with customers
the right channel – before sending
the message we need to consider:
The intended audience
The purpose of the communication
The situation
Degree of formality required
Urgency/time frames
Access of sender and receiver to equipment.
 Choosing
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Ambition in Action
Types of communication
Communication
can be:
Verbal/Oral
Non-Verbal
(body
language)
Written
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Ambition in Action
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Ambition in Action
Communicate with customers
Oral communication
 The most frequent form of communication. Can be delivered:
Face to face
Over the telephone
When using a two-way communication system.
 Three elements of communication are vitally important:
Verbal – what we say
Vocal – how we say it
Visual – what the receiver sees.
All three need to communicate the same meaning to be
effective.
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Ambition in Action
Communicate with customers
Refining our verbal communication
 Whilst jargon is useful to industry communication,
we need to be careful not to use it in the wrong
circumstance.
 When speaking, we need to:
Speak clearly
Avoid slang
Develop our vocabulary
Make the content appropriate and relevant
Put the words in the correct context.
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Ambition in Action
Communicate with customers
Refining our vocal communication
 Includes our voice projection, tone, pitch, speed
and breathing techniques
 We need to:
Vary our tone
Be aware of pitch
Project our voice
Speak to consistent speed
Remember to breathe!
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Ambition in Action
Communicate with customers
Refining our vocal communication
 Includes our voice projection, tone, pitch, speed
and breathing techniques.
 We need to:
Vary our tone
Be aware of pitch
Project our voice
Speak to consistent speed
Remember to breathe!
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Ambition in Action
Communicate with customers
Refining our visual communication
 Arguably the most important element as people
watch what we do when we speak as much as
what we say. We need to:
Be aware of personal space
Maintain eye contact and be aware of facial
expressions
Maintain strong posture and develop
appropriate hand and body movements
Maintain a high standard of personal
presentation.
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Ambition in Action
Non-verbal communication
Types
of body language - the non-verbal
signals, movements and gestures we use to
aid/hinder communication.
They include
Open body language means we are
receptive to the message being sent. We
demonstrate this through signals such as
maintaining eye contact, smiling, and
nodding head
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Ambition in Action
Cont.
Closed
may indicate we are not interested
in the message, and we indicate this
through looking away, folding our arms or
legs, frowning, or rolling the eyes
Body language should not be interpreted in
isolation and must be read in conjunction
with what is being said (verbal message),
and how (vocal). We must also allow for
cultural differences.
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Ambition in Action
Non-verbal communication
expressions – “the eyes are the window to
the soul”.
We can often tell from a person’s face whether
they are happy, sad, angry .
 Facial
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Ambition in Action
Cont.
and accessories – most enterprises will
have standards of dress, whilst still allowing for
individualism. We should be sensitive to others by
avoiding:
 Dress
Upsetting or alienating haircuts
Multi-coloured hair in a conservative workplace
Excessive body jewellery as it may be unsafe
Wearing political badges or clothing.
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Ambition in Action
Non-verbal communication
space – the distance we require
between another person and ourselves when
interacting to feel comfortable.
Being aware of other people’s space is an
important part of communication.
 Physical contact – be very aware of what is and
is not appropriate in our workplace!
 Personal
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Ambition in Action
Space
 How
people use their personal
space and that of others
communicates a message.
 If you tower over other people in
a way that intrudes on their
personal space you may cause
discomfort and withdrawal
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Ambition in Action
Non-Verbal Communication
Space
Research
has shown that Australians
speaking to acquaintances or work
colleagues leave about an arm’s length of
space and to friends and family about half
an arm’s length.
In intimate relationships people allow direct
and close contact.
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Ambition in Action
Non-Verbal Communication
Dress And Accessories
 This
aspect of nonverbal communication gives you a
lot of information.
 The clothes a person wears can disclose economic
and social class, personality, occupation, values,
attitudes and self-concept.
Clothes are used to project an image and are used
to indicate group memberships and affiliations.
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Ambition in Action
Voice Tonality and Volume
Your voice is a reliable indicator of
nationality, regional origin, social
class, educational level, age and
gender. It also discloses the
emotional state of the speaker and
conveys attitudes.
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Ambition in Action
Cultural differences in
Communication
Cultural differences may include
 Modes of greeting
 Body language
 Formality of language
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Ambition in Action
What is this person communicating?
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Ambition in Action
What is this person communicating?
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Ambition in Action
What is this person communicating?
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Ambition in Action
What is this person communicating?
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Written communication
 Effective
Ambition in Action
communication is reliant on the words
we choose, how we present them and the
correct use of grammar. Written communication
is only one option, and is can be used for items
such as:
Itineraries, confirmation of bookings,
personal or business letters, memorandums
(memos), reports.
 They can be sent via:
Email, facsimile, personal or business letter
via post, simple written message etc.
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Ambition in Action
Written communication
 Whichever
medium is used, good communication depends on
several elements:
/Clarity
/Conciseness
/Tone
/Presentation
/Correct language
/Ability of the receiver.
If any of the elements are missing, or could be
misinterpreted, then written communication may not be the
most appropriate way to communicate.
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Ambition in Action
What do you think is happening here?
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Ambition in Action
Cont.
Protocols
are accepted codes of behaviour
or set of rules about the way in which we
conduct ourselves.
This may also cover how we communicate,
especially with customers such as doctors,
judges, diplomats, clergy and politicians.
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Ambition in Action
Effective listening skills
 Hearing
can be done unconsciously whereas
listening requires concentration and to actively
participate in the communication process!
 Our
visual response is the best indicator of
whether or not we are listening. This includes:
Are we looking at the speaker? Are we offering
feedback? Are our faces indicating
understanding?
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Ambition in Action
Cont.
 Verbal and vocal cues include:
Was the message sent without interruption?
Does the listener ask questions? Is the
response as expected or appropriate? Could the
sender finish their sentences?
 When we are listening:
Do we actively work at listening? Do we judge
content, not delivery? Do we listen for the real
meaning? Are we concentrating on the speaker
and resisting distractions? Are we providing
feedback? Do we let the speaker finish before
we speak or give our response?
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Ambition in Action
Effective questioning technique
 All
good communication including active listening
involves asking questions. We need to identify the
correct technique.
 Open questions are used to elicit/draw more
information when we are unsure as to what is
happening or what someone wants. E.g. “Can you tell
me about ...
 Closed questions are for when we need a definitive
answer e.g. “Were you unhappy with the actual
facilities?” (Try to obtain a “Yes” or “No” to narrow
down reason for complaint).
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Ambition in Action
Formal, informal or the ‘grapevine’.
communication – structured
communication that includes passing information
through accepted channels such as letters, memos,
policies and procedures etc.
 Formal
communication – is sent through
unstructured means such as oral communication. If
this is committed to writing then it becomes formal.
 Informal
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Ambition in Action
Cont.
grapevine – is an informal channel whereby
information is passed from person to person by
word of mouth.
 The
 It
is usually unreliable or inaccurate however can
be an effective way to communicate information
quickly.
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Ambition in Action
Barriers to effective communication
Those
things that get in the way of effective
communication are called barriers. Apart
from background differences, there may
also be interference. Examples include:
Selective listening
Jumping to conclusions
Inconsistency in delivery
Cultural differences
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Ambition in Action
Cont.
Lack
of confidence
Physical barriers
Lack of time
Thought speed
Impatience
Prejudice
Bad habits
Noise.
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Ambition in Action
Barriers to effective communication
 How
do we overcome the barriers?
 There are many reasons why communication may be
unsuccessful – if we can identify any of the elements of
interference in the previous slide as being ours, it is
easier to overcome the barriers.
one – recognise they exist
 Step two - understanding the influences on both sender and
receiver
 Step three – make plans to overcome those barriers including
our own personal goals to change behaviour if it is interfering
with communication.
 Step
 Finally,
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practise!
Part (2)
communication
Ambition
in Action
Ambition in Action
Topic Objectives O U T L I N E

Understanding managerial
communication
• Informal
• Define
and Formal.
communication.
• Differentiate
between organisational and
interpersonal communication.
• Discuss
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the types of communication.
Ambition in Action
Importance of Organisational
Communication
 Most
managers spend 75-90% of their time in one of the four
communication modes (writing, reading, speaking, listening).
 Communicating
is central to managing:
To explain how goals are to be achieved and work is to
be done.
To gather good information – listening, questioning and
observing to uncover people’s feelings, thoughts,
motivations, ideas and opinions.
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Ambition in Action
Importance of Organisational
Communication ( cont.)
 Poor
communication causes more problems in
groups, teams and organisations than any other
issue.
 First-line managers set the scene for the type of
communication that will take place in their
department and with other departments.
 This directly influences quality, output and morale.
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Ambition in Action
Communication
Communication is defined as the transferring and
understanding of meaning.
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Ambition in Action
Cont.
Communication Functions
1. Control employee behaviour.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make
decisions.
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Ambition in Action
Leadership and Communication
 Effective
communication is an essential part of any
successful team.
 As
the leader you are responsible for ensuring that
all relevant information is distributed to team
members.

Without effective communication there can be no
leadership.
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Ambition in Action
Cont.
 As
the leader of a team, some of the roles that you
play are:
 coach
 mentor
 counsellor
 As
a leader, the way that you communicate with
your team will determine the effectiveness of your
roles. The ability to send and receive clear
messages is the key to effective communication.
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Ambition in Action
Communication
 Effectively
communicating to others is a complex
process.
 If
it was simply a matter of delivering OUR
message and the other person automatically
understanding and agreeing, there would be few if
any conflicts or misunderstandings around us.
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Ambition in Action
Cont.
 There
are many facets to effective communication. It
is a complex process that involves a:
 Sender: the person creating the message
 Receiver:
 Channel:
the person that gets the message
the medium used to transmit the message
 Message: the information that is to be shared
 Feedback: the receiver's response to the message
 Noise: any interference that could distort the message
or feedback.
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Ambition in Action
Elements of Communication
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Ambition in Action
Cont.
 In
addition to the elements of the communication
process, you must also consider each person's:
 Self-concept
 Family and/or cultural background
 Language skills and physical abilities
 Attitudes and values
 Status or relationship to the other people in the
communication
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Ambition in Action
Cont.
 Any
or all of these elements have the potential to
influence the effectiveness of the communication.
 For
example, if the receiver perceived that the
communication is just another attempt to blame
them for something that went wrong, they are not
likely to become actively involved in the
communication unless it is to defend themself.
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Ambition in Action
Cont.
Each
party to the communication has a
responsibility to ensure that a "shared or
common meaning is achieved".
Consider
model:
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the following communication
Ambition in Action
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Ambition in Action
Types of Organisational
Communication
Some of the many ways we can communicate with others (and ourselves) at
work are summarised below:
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Ambition in Action
Organisational communication
Organisational communication can be
• formal
• Informal
Communication can flow:
downward
laterally diagonally
upward
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Ambition in Action
Formal versus informal communication
1.
Formal communication refers to communication that
follows the official chain of command or is part of the
communication required to do one’s job.
2.
Informal communication is organisational communication
that is not defined by the organisation’s structural
hierarchy.
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Ambition in Action
Cont.
 a.
Informal communication systems permit
employees to satisfy their needs for social
interaction.
 b.
Informal communication systems can improve
an organisation’s performance by creating
alternative, and frequently faster and more efficient,
channels of communication.
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Ambition in Action
Formal Communication
 E-mail
Advantages:
quickly written, sent, and stored;
low cost for distribution.
Disadvantages: information overload, lack of
emotional content, cold and impersonal.
 Intranet
A private organisation-wide information
network.
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Ambition in Action
Cont.
 Extranet
An
information network connecting employees
with external suppliers, customers, and
strategic partners.
 Videoconferencing
An extension of an intranet or extranet that
permits face-to-face virtual meetings via video
links.
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Ambition in Action
Informal Communication: The Grapevine
 Grapevine Characteristics
 Not controlled by management.
 Perceived by most employees as being more believable and
reliable than formal communications.
 Largely used to serve the self-interests of those who use it.
 Results from:
/Desire for information about important situations
/Uncertain conditions/Conditions that cause anxiety
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Ambition in Action
Three common communication networks and how they
rate on effectiveness criteria
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Ambition in Action
The communication process
Message
Medium
Encoding
Receiver
Decoding
Noise
Sender
Message
Feedback
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© Copyright 2003 Pearson Education Australia
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Ambition in Action
Methods for communicating interpersonally
These include:








Face to face
Telephone
Group meetings
Formal presentations
Memos
Postal mail
Fax
Employee publications
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







Bulletin boards
Audio + videotapes
Hot lines
Electronic mail
Computer conferencing
Voice mail
Teleconferencing
Videoconferencing
Ambition in Action
Evaluating communication methods
Managers have a wide variety of communication
methods from which to choose. Evaluating the
following areas will help decide:
Feedback
Breadth potential
Encoding ease
Time-space constraint
Interpersonal warmth
Scanability
Complexity capacity
Confidentiality
Decoding ease
Cost
Formality
Time of consumption
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© Copyright 2003 Pearson Education Australia
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Ambition in Action
Nonverbal communication
Transmission
Body
language-without
gestures,words
facial expressions and other
body movements that convey meaning
Verbal intonation- emphasis someone gives to words
or phrases that convey meaning
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Ambition in Action
Cont.
 Every oral communication is accompanied by
a nonverbal message
 Nonverbal component usually carries the
greatest impact
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Ambition in Action
Non-verbal communication
How
we say something is usually more
important than the words themselves.
Our
tone of voice, gestures, movements,
the way we stand and our facial expression
all add to (or detract from) our words.
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Ambition in Action
Cont.
 If
your non-verbal communication does not agree
with the verbal part of your message , most people
will believe the body language over the words.
 Your
verbal and non-verbal communication needs
to be congruent (ie. say the same thing).
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Ambition in Action
Barriers to effective communication
Filtering
Information overload
Selective perception
Emotions
Nonverbal cues
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Defensiveness
Language
National culture
Ambition in Action
Communication Barriers
filtering
A sender’s manipulation of
information so that it will
be seen more favourably by
the receiver.
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Ambition in Action
Appropriate Communication Techniques
 Ask
for feedback
 Offer feedback
 Think it through first
 Repeat, repeat, repeat
 Use empathy
 Select the location
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The six C’s of
communication
Is it clear?
Is it complete?
Is it concise?
Is it concrete?
Is it correct?
Is it courteous?
Ambition in Action
Overcoming barriers to effective
interpersonal communication
Solutions
Use feedback
Simplify language
Listen actively
Constrain emotions
Watch non-verbals
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Ambition in Action
Active listening
Make eye contact
Exhibit affirmation
Avoid distracting actions
Ask questions
Paraphrase
Avoid interrupting
Don’t over talk
Smooth transitions
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All help
develop
effective
active
listening
skills
Ambition in Action
Impersonal
Specific
Goal-oriented
Developing
effective feedback skills
Well-timed
Control
Understanding
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Ambition in Action
Next week lesson ( Planning)
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