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Week (6)

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Work with colleagues and customers – PowerPoint PPT presentation

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Title: Week (6)


1
Week (6)
  • Work with colleagues and customers

2
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.

3
Communication
  • What is it?

4
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.

5
  • 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

6
On successful completion of this chapter you will
be able to
  • Communicate with others
  • Maintain personal presentation standards
  • Provide service to colleagues and customers
  • Respond to conflicts and customer complaints
  • Work in a team.

7
Communicate with customers
  • Stages of communication
  • The sender how this person communicates is
    determined by influences such as education,
    self-image, cultural background, family, friends,
    attitude, feelings and emotions.
  • The message the link between sender and
    receiver. May be written, verbal, non-verbal or
    all three.
  • The receiver is affected by same influences as
    sender. It is not relevant if receiver agrees
    with message, what is important is that message
    is received as intended.

8
Stages of communication

Channel
stage (2) Message is sent
  • Encode
  • Sender
  • (stage 1)
  • Sender has a message to communicate

Decode Stage (3) Receiver receives the message as
intended
Noise or interference
Feedback
Context
9
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.

10
Communicate with customers
  • Choosing 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.

11
Types of communication
  • Communication can be
  • Verbal/Oral
  • Non-Verbal
  • (body language)
  • Written

12
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13
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.

14
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.

15
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!

16
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!

17
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.

18
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
  • 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.

19
Non-verbal communication
  • Facial expressions the eyes are the window to
    the soul.
  • We can often tell from a persons face whether
    they are happy, sad, angry .
  • Dress and accessories most enterprises will
    have standards of dress, whilst still allowing
    for individualism. We should be sensitive to
    others by avoiding
  • Upsetting or alienating haircuts
  • Multi-coloured hair in a conservative workplace
  • Excessive body jewellery as it may be unsafe
  • Wearing political badges or clothing.

20
Non-verbal communication
  • Personal space the distance we require between
    another person and ourselves when interacting to
    feel comfortable.
  • Being aware of other peoples space is an
    important part of communication.
  • Physical contact be very aware of what is and
    is not appropriate in our workplace!

21
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

22
Non-Verbal CommunicationSpace
  • Research has shown that Australians speaking to
    acquaintances or work colleagues leave about an
    arms length of space and to friends and family
    about half an arms length.
  • In intimate relationships people allow direct
    and close contact.

23
Non-Verbal CommunicationDress 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.

24
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.

25
Cultural differences in Communication
  • Cultural differences may include
  • Modes of greeting
  • Body language
  • Formality of language

26
What is this person communicating?
27
What is this person communicating?
28
What is this person communicating?
29
What is this person communicating?
30
Written communication
  • Effective 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.

31
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.

32
What are on their minds?
33
What is he communicating?
34
What do you think President Bush is communicating
here?
35
Is this man enjoying the food?
36
What do you think is happening here?
37
Factors affecting medium selection and protocols
  • Selecting the most appropriate medium is not
    always obvious, and must consider the audience,
    purpose and situation. We need to consider
  • Technical or operational features of the
    equipment used
  • Access of sender and receiver to necessary
    equipment
  • Required format for written forms of
    communication
  • Degree of formality
  • Urgency and time frames.
  • 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.

38
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?
  • 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?

39
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 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).

40
Formal, informal or the grapevine.
  • Formal communication structured communication
    that includes passing information through
    accepted channels such as letters, memos,
    policies and procedures etc.
  • Informal communication is sent through
    unstructured means such as oral communication. If
    this is committed to writing then it becomes
    formal.
  • The grapevine is an informal channel whereby
    information is passed from person to person by
    word of mouth. It is usually unreliable or
    inaccurate however can be an effective way to
    communicate information quickly.

41
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
  • Lack of confidence
  • Physical barriers
  • Lack of time
  • Thought speed
  • Impatience
  • Prejudice
  • Bad habits
  • Noise.

42
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.
  • Step 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.
  • Finally, practise!
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