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Agenda

Review articles from Chapter 2

A little humor……….

Chapter 3 – Communicating Effectively as a Leader and a Manager

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Communicating Effectively as a Leader and a Manager

Hospitality and Restaurant Management

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Chapter Learning Objectives

Describe the communication process.

Identify obstacles to effective communication.

Identify characteristics of effective speaking.

Identify types of nonverbal communication.

Describe characteristics of effective listening.

Use basic telephone skills.

Describe a systematic process for effective writing.

Identify procedures for effective organizational communication.

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Managers Must Be Effective Communicators

They must communicate effectively with staff members.

Interaction with customers is vital to the restaurant’s success.

Professional development requires effective communication skills.

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How does this dining room service team know what they are supposed to do and how they are supposed to do it?

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The Communication Process

The process of sending and receiving information by talk, gestures, or writing for some type of response or action

Communication effectiveness is influenced by what is said and how it is said.

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The Communication Process continued

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Communication messages can travel up, down, and across the organization.

Organizational Communication

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Organizational Communication, continued Upward Communication

Say what is important-including good and bad Be brief, accurate, suggest solutions Be sure timing is right Don’t go over boss-unless needed

Downward Communication Open door policy – listen objectively Don’t overreact to bad news Share as much as you can Give feedback often, but sincere

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Organizational Communication, continued

Lateral Communication Know peers as well as possible and as many as

possible

Share as needed

Look at ‘big picture’

Be sincere

Offer help, if possible

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Barriers to Communication

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Factors that Create Communication Barriers

Semantics

Jargon

Gestures

Cultural differences

Assumptions

Preconceptions

Prejudices

Environment

Clarity

Message tone

Nonverbal issues

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Informal vs. Formal Communication

Managers engage in more informal than formal communication.

Informal communication occurs as managers talk with employees on a one-to-one basis or in small groups.

Examples of formal communication—speeches, presentations, and memos

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Planning the Message

Be sure to cover all vital information. To do so, consider

Who?

What?

Where?

When?

Why?

How?

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How much planning does a restaurant manager do before speaking informally with an employee?

Planning the Message continued

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Characteristics of Effective Speaker

Articulates points

Interacts with the receiver

Personalizes the message

Uses suitable language

Uses appropriate nonverbal communication

Varies speech patterns

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Assuring the Receiver Understands the Message

Ask a question about the topic.

Ask the receiver to paraphrase the message.

Encourage the receiver to provide feedback.

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Nonverbal Communication

The many expressions and movements of a speaker that convey information about the message being given

Examples

Smiles

Crossed arms

Gestures

Body language

Clothing/appearance

Eye contact

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There are many nonverbal expressions here!

Nonverbal Communication continued

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Listening

The ability to capture the essence of a message being communicated

When the receiver does not pay attention to the sender, the communication is not likely to be effective.

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Skills of an Effective Listener

Maintain eye contact.

Do not interrupt.

Ask questions for clarity.

Rephrase/repeat what the speaker says.

Use body language to show attentiveness.

Take notes.

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Steps for Answering a Business Phone

Step 1 – Identify the organization’s name, statereceiver’s name, and ask, “How may Iassist you?”

Step 2 – Determine why the caller has phoned.

Step 3 – Maintain a professional attitude.

Step 4 – Take notes.

Step 5 – Paraphrase/repeat what the caller has stated.

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Steps for Answering a Business Phone continued

Step 6 – Ask questions to get at the root of the caller’s issue

Step 7 – Assess the reason for the call and provide help or transfer the call.

Step 8 – Explain steps to be taken.

Step 9 – Ask if any other assistance can be provided.

Step 10 – End the call politely.

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How Would You Answer the Following Questions?

1. It is the receiver’s responsibility to understand a message. (True/False)

2. Managers engage in informal communication (more/less) often than formal communication.

3. Words are more important than behavior when communicating. (True/False)

4. A receiver’s body language (can/cannot) help the receiver learn if a message is understood.

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Effective Writing

Three parts to most written materials Introduction

Body of message

Conclusion

Writing is a challenge for many managers.

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Systematic Writing Process

Think about the audience and purpose.

Think about the situation and details.

Think about actions you want taken.

Identify message benefits.

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Systematic Writing Process continued

Organize the message by identifying topics and putting them in a logical sequence.

Write the main body first, then the introduction, and then the conclusion.

Re-read, edit, and revise the draft several times.

Ask someone to review the material; make revisions.

Write the final draft; distribute the information.

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Writing Road Blocks

Lack of planning

Lack of purpose

Forgetting the audience

Use of incorrect style

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Effective Organizational Communication

Messages and information that convey operating procedures, policies, and announcements to internal audiences (staff and employees) and external audiences (customers and community officials)

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Developing Organizational Communication

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Communication Styles

Something the book doesn’t discuss is that each of us has a preferred communication style

Communication Styles: Self-Assessment Exercise Take 15 minutes to complete the Self-Assessment

Score your responses

Determine preferred style

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Communication Styles continued

Main Characteristics of Communication Styles Action

Process

People

Idea

Adjusting to Other Communication Styles

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How Would You Answer the Following Questions?

1. What is the first step in the writing process?

2. What part of a lengthy written work should be developed first?

3. What are the “W questions” that help to organize writing?

4. “Execute and deliver the message” is the last step in developing organizational communication. (True/False)

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Key Term Review

Communication

Decoding

Encoding

Environmental noise

Formal communication

Informal communication

Information receiver

Information sender

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Key Term Review continued

Internal communication

Listening

Message

Message channel

Message context

Nonverbal communication

Organizational communication

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Chapter Learning Objectives—What Did You Learn?

Describe the communication process. Identify obstacles to effective communication. Identify characteristics of effective speaking. Identify types of nonverbal communication. Describe characteristics of effective listening. Use basic telephone skills. Describe a systematic process for effective writing. Identify procedures for effective organizational

communication.