sitxcom001a work with colleagues and customers sriram.ramanathan@tafens w.edu.au . wikispaces.net
TRANSCRIPT
SITXCOM001A
Work with colleagues and customers
www.foodandbeverage.sydneyinstitute.wikispaces.net
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.
WHO IS A CUSTOMER someone who pays for goods or services Who are some customers we see in
hotels? Travel & Tour tourists Accommodation – hotel staying guests Guests who use
Restaurant/Café/Bar/Club/Casino Guests attending Events, Conferences,
Weddings Airlines crew
EXTERNAL VS INTERNAL CUSTOMERS Who is an external customer? Examples travelling alone, with family or friends business travellers women – single, pregnant, with young children travellers with special cultural and/or language needs travellers with disability/ special needs /budget
backpackers /luxury/five star travellers product preferences industry partners
Who is an internal customer? Examples peers subordinates supervisors colleagues in other departments
COMMUNICATION
Communication is a process of transferring information from one entity to another
Workplace communication is between ourselves and our colleagues (internal customers) and between ourselves and clients (external customers).
COMMUNICATION Communication is more than just
telling someone something. It involves the transfer of information and understanding from one person to another.
It is successful only when it is understood by the receiver in the manner the sender intended.
How something is said is often more important than the words which are being spoken.
In fact, only about 7% of a message is taken in through words, 23% by the tone of the voice and the final 70% through body language.
COMMUNICATION Irrespective of who we
communicate with, the golden rules of communication are:
Be polite, professional and friendly
Use an appropriate tone
Use appropriate body language
Show sensitivity to differences
Actively listen
Ask questions to facilitate understanding
HOW TO COMMUNICATE WITH CUSTOMERS
The message is interpreted and decoded
Receiver
The response is encoded
and transmitted
The response is decoded
and translated
Sender
An idea or message is encoded and sent
COMMUNICATION MODEL
Encode
Sender Background Culture Religion Education Experience Ideas Feelings Gender Age Self concept
DecodeDecodeReceiverReceiver
BackgroundBackground CultureCultureReligionReligion
ExperienceExperienceEducationEducation
IdeasIdeasFeelingsFeelingsGender Gender
AgeAgeSelf ConceptSelf Concept
Noise or interference
Message
Feedback
Channels
HOW TO COMMUNICATE WITH CUSTOMERS
Stages of communicationThe sender – how this person
communicates is – is based on level of 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 similar to sender - It is not relevant if receiver agrees with message, what is important is that message is received as intended.
Feedback – receiver lets sender know that message has been received and understood