HRT 383

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HRT 383
Communication Teams Dyads

• Michael Godfrey Ben Dewald

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Thank You to

• Noel Cullen, author of Life Beyond the Line
• Gary Yukl, author of Leadership in Organizations
• Carol Roberts, presenter of Keys to Powerful
  Writing and Interviewing Appreciatively
• Robert Woods and Judy King, authors of Quality
  Leadership and Management in the Hospitality
  Industry

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Outline

• What is a team?
• What is a dyad?
• Communication
• Definitions
• Successful Communication

• Team training
• Understanding team behaviors
• Resolving conflict within the team
• Recognizing team members

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What is a team?

• Together
• Everyone
• Achieves
• More
• A group of people working together to achieve a
  common goal.

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Successful Teams

• The most effective, rewarding, and productive way
  of working together build a fully-functioning
  team
• Team building involves getting individuals to
  feel a sense of belonging and ownership in what
  they are doing as a group
• To be successful in the hospitality industry,
  teamwork within and between all departments is
  essential

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What is a dyad?

• Two people
• Leader-Member Exchange Theory Vertical Dyad
• Two people working to understand each other
• Many pairs in the hospitality industry
• Includes two people from the same team

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What is Communication?

• Communication can be as simple as
• a hand raised in a classroom
• an answering nod
• but often much more complicated.

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Definitions

• Communicate to give share of, to impart to
  reveal to bestow to have something in common
  with another to succeed in conveying ones
  meaning to others.
• Communication transmission, imparting giving of
  information messages etc. means of communicating
  system of transmitting messages.

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Communication in Dyads

• Presentation of information
• important to get message across.
• Select the best way
• Words are the main communication vehicle
• Words alone are inadequate to present a picture
  to a group of people - they will all receive a
  different picture, even though they all hear the
  same words

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The Raw Materials

• For person to person communication, the possible
  tools (select the best) include
• SPEECH
• WRITTEN WORD
• SIGNS, PICTURES, GESTURES

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Five Stages of Successful Communication

• The Senders Idea
• His/Her Expression of the Idea
• The Receipt of the Idea
• The Response to the Idea ACTION
• FEEDBACK - from receiver to sender (not always
  present without it, less success)

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One/Two Way Communication

• ONE WAY
• Fast for speaker but dissatisfied receiver
• Results less accurate
• Pleasant experience for communicator
• Lower level of confidence of recipients

• TWO WAY
• More difficult to prepare more time needed
• Results more accurate
• More pleasant experience for receiver
• Higher level of confidence

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The Rules Of Communication

• FORMULATE MESSAGE
• be clear to the point
• TRANSMIT
• state purpose, create interest
• INTERFERENCE
• beware of noise and other barriers
• RECEIVE INTERPRET
• listen, ask questions, purpose, action needed.

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The Barriers

• LANGUAGE BARRIER
• avoid long word, jargon, local dialect
• HABIT BARRIER
• dont do everything the same
• DISTRACTION BARRIER
• try to remove them or make allowances
• MISUNDERSTANDING BARRIER
• slow down and double check.

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Key Points

• KEEP TO THE POINT
• be as precise as possible
• KEEP IT SIMPLE
• use easy words
• SAY OR WRITE WHAT YOU MEAN
• there will still be questions
• PLAN YOUR CAMPAIGN
• choose best time, mode e.g. bulletin board and
  speech

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Sender Basic Rules (1)

• Get feedback from receiver - (build it in)
• Observe - be aware of non-verbal signs of
  receiver
• Seek clarity - diagrams can help
• Break it down - dont overload
• Try to assess knowledge of receiver
• Pace - a little slower using familiar language

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Sender Basic Rules (2)

• Dont break down too much
• Notes - notes needed, given or taken
• Listening an important key to success
• Barriers/Interference - take into account
• Time - adjust to each person.

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Other Aspects ofVerbal Communication

• Build rapport with others
• Ask good questions
• Listen actively
• Sincere paraphrasing
• Probing questions

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Build Rapport

• Being in sync with other people,
• verbally and non-verbally,
• so they are comfortable
• and have trust and confidence in you

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Good Questions

• Show sincere interest
• Deliver questions with life
• Positive questions
• Behavioral questions
• Ex Tell me about your last job

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Active Listening

• Requires focus and practice
• The most challenging of all communication skills
• Be engaged
• Be comfortable with silence
• Avoid distractions
• Remember Its about them, not you

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Sincere Paraphrasing

• What I hear you saying is NOOOO!
• State in your own words your understanding of
  what another person says or feels
• You feel that
• You mean that
• You think that
• As I understand itIs that right?

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Paraphrasing

• Listen carefully
• Determine what the message means to you
• Restate the message in your own words to show the
  meaning you received from the message
• This is not about your opinion or interpretation
  its about what they said!
• I hear, I understand, I care

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Probing Questions

• Listen actively
• Probes are follow-up questions used to go deeper
  into the senders message
• More Detail What did you do?
• Elaboration / Clarification
• What do you mean by ?

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Written Communication

• I never saw a person
• who could cram so small an idea
• into so many words.
• Abraham Lincoln

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Written Communication

• Cut unnecessary words
• Few in number Few
• Serve to make reductions in Reduce
• Use short and strong words
• Of the 701 words in Lincolns Second Inaugural
  Address, 505 are one-syllable and 122 are
  two-syllable
• Think about the word house

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Written Communication

• Do not overuse
• That, would, was
• Very, quite
• Avoid redundant adverbs and adjectives
• The radio blared loudly
• He clenched his teeth tightly

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Written Communication

• Prune out qualifiers
• Pretty much, kind of, sort of
• A bit, a little, rather
• Use the active voice avoid passive voice
• This paper was written by me vs. I wrote the
  paper
• The manager was hesitant to approve vs. The
  manager hesitated to approve

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Written Communication

• Topic Sentence
• Supporting points illustrate, explain, clarify
• Final sentence is the spring board to the next
  paragraph
• When writing, consider the audience
• Who are they?
• What are their needs?
• What are their expectations and preferences?

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Great Team Environment

• An informal relaxed atmosphere
• Understanding of the total quality philosophy
• Willingness to act as a group, communicate, and
  listen to each other
• Willingness to share new ideas
• A focus on differences about concepts not about
  team members
• A readiness for action once a course of action
  has been decided through consensus

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Causes ofCommunication Conflict

• Confusion unclear team goal or objectives
• Perception interpretation based on past
  experiences
• Emotions and egos cloud judgment, confuse facts
  and feeling, and get things out of proportion.
  (Also a tremendous source of energy and morale,
  should not be ignored)
• Communication both verbal and non-verbal
  provides an opportunity for misinterpretation.