working with colleagues.ppt

Working with ColleaguesWorking with Colleaguesand and

CustomersCustomers

Working with Colleagues and Customers - CommuniWorking with Colleagues and Customers - Communicate in the workplacecate in the workplace

22

Working with colleagues and customersWorking with colleagues and customers Communication is more than just talking; it involves all of Communication is more than just talking; it involves all of

our senses-our senses-sight, sight, sound, sound, touch, touch, taste, taste, smell smell and the more senses we use the better we are able to and the more senses we use the better we are able to

communicate our message.communicate our message. Most of us assume that 'talking' means we are Most of us assume that 'talking' means we are

communicating; while talking is a form of communication, communicating; while talking is a form of communication, it doesn't mean that effective communication has in fact it doesn't mean that effective communication has in fact taken place.taken place.


33

Working with colleagues and customersWorking with colleagues and customers

Communication is about passing information from one Communication is about passing information from one person to another. It can be up or down, as in a chain of person to another. It can be up or down, as in a chain of command, or sideways, as in a conversation with a command, or sideways, as in a conversation with a friend. Communication, to be successful, must be two-friend. Communication, to be successful, must be two-way. way.

Effective communication Effective communication exists when what one person exists when what one person communicates is received by another as intended. It is communicates is received by another as intended. It is most readily received if it is relevant to the receiver's most readily received if it is relevant to the receiver's needs and interests.needs and interests.


44


Communication takes place every day between a variety of Communication takes place every day between a variety of people and in various ways. Its effectiveness is often people and in various ways. Its effectiveness is often determined by how we communicate and the relation ship determined by how we communicate and the relation ship we have with each person with whom we communicate.we have with each person with whom we communicate.

Whichever way we look at it, communication is about Whichever way we look at it, communication is about someone sending a message, and the receiver someone sending a message, and the receiver indicating-by giving us feedback-that the message is indicating-by giving us feedback-that the message is understood. Or is it?understood. Or is it?


55

Communicating effectively in the workplaceCommunicating effectively in the workplace

In all hospitality environments, we need to communicate. In all hospitality environments, we need to communicate. But what we communicate, how and with whom, But what we communicate, how and with whom, depends largely on the sector we work in and our job depends largely on the sector we work in and our job role. Workplace communication is between ourselves role. Workplace communication is between ourselves and our colleagues, our and our colleagues, our internal customers; internal customers; and and between ourselves and customers or clients, our between ourselves and customers or clients, our external customers. external customers.

We also may need to communicate with members of other We also may need to communicate with members of other tourism and hospitality industry sectors, consultants or tourism and hospitality industry sectors, consultants or committees, government representatives, local residents committees, government representatives, local residents or the media.or the media.


66

Communicating effectively in the workplaceCommunicating effectively in the workplace

No matter whom we are communicating with, it is important No matter whom we are communicating with, it is important that we:that we:

•• be polite, professional and friendlybe polite, professional and friendly

•• use an appropriate toneuse an appropriate tone

•• use appropriate body languageuse appropriate body language

•• show sensitivity to cultural and social differences show sensitivity to cultural and social differences

•• actively listenactively listen

•• ask questions to facilitate understanding.ask questions to facilitate understanding.


77


Defining internal and external customers reinforces the idea Defining internal and external customers reinforces the idea that every role in hospitality can potentially impact on that every role in hospitality can potentially impact on customer expectations and satisfaction. customer expectations and satisfaction.

Even if we do not have direct contact with customers (for Even if we do not have direct contact with customers (for example, we work in the kitchen), every day we will deal example, we work in the kitchen), every day we will deal with someone who does (for example, a waiter). with someone who does (for example, a waiter).

Therefore, effective communication skills are required no Therefore, effective communication skills are required no matter where we work. matter where we work.

How we communicate with our colleagues can affect how How we communicate with our colleagues can affect how our colleagues communicate with us and with our colleagues communicate with us and with customers.customers.


88


Effective communication in the workplace promotes Effective communication in the workplace promotes goodwill, trust and personal satisfaction between goodwill, trust and personal satisfaction between everyone and can contribute to the quality of our working everyone and can contribute to the quality of our working life. It builds respect and rapport between employers, life. It builds respect and rapport between employers, employees and customers, and creates a more team-employees and customers, and creates a more team-oriented environment.oriented environment.


99


If you are not serving a customer, remember, you are If you are not serving a customer, remember, you are probably serving someone who is-the same level of probably serving someone who is-the same level of professionalism should be extended to every person.professionalism should be extended to every person.


1010


We can effectively communicate if we know how and if We can effectively communicate if we know how and if we understand the under pinning concept that, for we understand the under pinning concept that, for effective communication to take place, a message effective communication to take place, a message must be received as intended.must be received as intended.


1111


STAGES OF COMMUNICATIONSTAGES OF COMMUNICATION

•• Stage 1-The senderStage 1-The senderThis is the person sending the message. How effectively this person This is the person sending the message. How effectively this person communicates is determined by the influences on them, including communicates is determined by the influences on them, including education, self-image, background, family and friends, attitudes, education, self-image, background, family and friends, attitudes, feelings and emotions. The sender is also responsible for selecting the feelings and emotions. The sender is also responsible for selecting the appropriate channel to communicate their message.appropriate channel to communicate their message.

•• Stage 2-The messageStage 2-The messageThis is the link between the sender and the receiver. The message is This is the link between the sender and the receiver. The message is passed from one to the other by means of a passed from one to the other by means of a channel. channel. A channel used A channel used for delivering a message may be written, verbal, non-verbal, or a for delivering a message may be written, verbal, non-verbal, or a combination of all three. Several factors influence the selection of combination of all three. Several factors influence the selection of channel.channel.

•• Stage 3-The receiverStage 3-The receiverThis is the person receiving the message. Like the sender, the This is the person receiving the message. Like the sender, the influences on the receiver determine interpretation, as does the channel influences on the receiver determine interpretation, as does the channel used. It is not necessarily relevant whether the receiver agrees with the used. It is not necessarily relevant whether the receiver agrees with the message or likes the channel that has been used; what is important is message or likes the channel that has been used; what is important is that the message is under stood as intended. The receiver provides that the message is under stood as intended. The receiver provides feedback to the sender that indicates whether or not the message is feedback to the sender that indicates whether or not the message is understood.understood.


1212



1313

Choosing the right channelChoosing the right channel The channel is the means by which the message is The channel is the means by which the message is

communicated. communicated.

We can communicate orally, in writing or by using body We can communicate orally, in writing or by using body language. language.

Often, the channel selected for communicating a message Often, the channel selected for communicating a message determines the effectiveness. determines the effectiveness.

Therefore, when selecting a channel, we need to consider Therefore, when selecting a channel, we need to consider several factors.several factors.


1414

Choosing the right channelChoosing the right channel •• The intended audienceThe intended audience Does my audience need the Does my audience need the

information in writing? Can this information be information in writing? Can this information be communicated orally? Will my audience understand oral communicated orally? Will my audience understand oral communication?communication?

•• The purpose o f the communicationThe purpose o f the communication Is Is this this communication intended to inform, instruct or advise?communication intended to inform, instruct or advise?

•• The situationThe situation Does this information require action?Does this information require action?•• Degree o f formality requiredDegree o f formality required Is Is my audience senior my audience senior

to me or a VIP? Can I be less formal with a colleague?to me or a VIP? Can I be less formal with a colleague?•• Urgency and time framesUrgency and time frames Is this information required Is this information required

immediately or can it wait?immediately or can it wait?• • Access o f the sender and receiverAccess o f the sender and receiver to necessary to necessary

equipmentequipment Do both parties have access to email? A Do both parties have access to email? A computer? Telephone? Fax?computer? Telephone? Fax?


1515

Choosing the right channelChoosing the right channel ORAL COMMUNICATIONORAL COMMUNICATIONIn the workplace, effective communication can be In the workplace, effective communication can be oral oral

(verbal, vocal, visual), (verbal, vocal, visual), written written (writing and reading), both, (writing and reading), both, or non-verbal (body language). Oral communication also or non-verbal (body language). Oral communication also contains elements of non-verbal communication. Which contains elements of non-verbal communication. Which one we use will depend on the situation. Most one we use will depend on the situation. Most information communicated in the workplace will be oral information communicated in the workplace will be oral and and written. For example, a customer who makes a written. For example, a customer who makes a reservation on the telephone may later receive a letter of reservation on the telephone may later receive a letter of confirmation. A departmental meeting will be oral but the confirmation. A departmental meeting will be oral but the agenda and subsequent minutes will be written. Job-agenda and subsequent minutes will be written. Job-related instructions can be communicated orally but the related instructions can be communicated orally but the procedure is usually written in policy guidelines or procedure is usually written in policy guidelines or procedures manuals.procedures manuals.


1616

Choosing the right channelChoosing the right channel Oral communication is the most frequent form of Oral communication is the most frequent form of

communication we use in hospitality environments. communication we use in hospitality environments.

We communicate orally:We communicate orally:

•• face to face (for example, with colleagues and face to face (for example, with colleagues and customers or in meetings)customers or in meetings)

•• over the telephone (for example, with colleagues, over the telephone (for example, with colleagues, customers and suppliers) or when using a two-way customers and suppliers) or when using a two-way

communication system (for example, with colleagues).communication system (for example, with colleagues).


1717

Choosing the right channelChoosing the right channel Every time we speak, three elements of communication are Every time we speak, three elements of communication are

involved which must be synchronised to convey the involved which must be synchronised to convey the same meaning:same meaning:

•• The The verbalverbal element is what we actually say-the element is what we actually say-the message, the words.message, the words.

•• The The vocalvocal element is how we say it-our tone, our pitch, element is how we say it-our tone, our pitch, our accent and our diction.our accent and our diction.

•• The The visualvisual element is what the receiver sees-posture, element is what the receiver sees-posture, facial expression, movement. If these elements do not facial expression, movement. If these elements do not convey the same meaning, at the same time, then the convey the same meaning, at the same time, then the message may not be believed and communication won't message may not be believed and communication won't have been effective.have been effective.


1818

Choosing the right channelChoosing the right channel VERBAL COMMUNICATIONVERBAL COMMUNICATION

Verbal communication is the Verbal communication is the what what component of speech-component of speech-that is, it relies on that is, it relies on what words what words are used to communicate are used to communicate the message. the message.

Effective communication relies on the words used to Effective communication relies on the words used to communicate the message.communicate the message.

Most industries have a language peculiar to themselves, Most industries have a language peculiar to themselves, and this is also the case with hospitality. and this is also the case with hospitality.

While it is important to learn the jargon, there are times While it is important to learn the jargon, there are times when its use is not appropriate and when it may act as a when its use is not appropriate and when it may act as a barrier to effective communication. barrier to effective communication.


1919

Choosing the right channelChoosing the right channel For example, it is usually not appropriate to use jargon with For example, it is usually not appropriate to use jargon with

customers, and often it is inappropriate to use jargon customers, and often it is inappropriate to use jargon when a new colleague begins work, as the newcomer when a new colleague begins work, as the newcomer may not have yet learned what it means.may not have yet learned what it means.

For example, if you have been asked to buddy a new waiter For example, if you have been asked to buddy a new waiter in the restaurant, it may not be useful to say, `Andrew, in the restaurant, it may not be useful to say, `Andrew, can you do the can you do the mise en place mise en place for the restaurant and then for the restaurant and then check that the stillroom is set up.'check that the stillroom is set up.'

If Andrew is relatively new to the industry, he may not know If Andrew is relatively new to the industry, he may not know that that mise en place mise en place means `to put in place' all the things means `to put in place' all the things needed for service, such as setting up the waiter station. needed for service, such as setting up the waiter station. And would Andrew know that a stillroom is the area And would Andrew know that a stillroom is the area where tea, coffee, sugar and similar supplies are kept? where tea, coffee, sugar and similar supplies are kept? Possibly not.Possibly not.


2020

Choosing the right channelChoosing the right channel Effective communication in this case would have resulted if Effective communication in this case would have resulted if

you had said, `Andrew, would you mind stocking the you had said, `Andrew, would you mind stocking the waiters' station with cutlery and service cloths and check waiters' station with cutlery and service cloths and check that the coffee and tea area is clean and well stocked.'that the coffee and tea area is clean and well stocked.'


2121

Choosing the right channelChoosing the right channel When we speak we do not want to risk offending and When we speak we do not want to risk offending and

alienating customers or colleagues by the words we use. alienating customers or colleagues by the words we use. Therefore, we need to:Therefore, we need to:

•• speak clearlyspeak clearly

•• avoid slang and jargonavoid slang and jargon

•• develop our vocabularydevelop our vocabulary

•• make the content appropriate and relevantmake the content appropriate and relevant

•• put the words in the correct context.put the words in the correct context.


2222

Choosing the right channelChoosing the right channel VOCAL COMMUNICATIONVOCAL COMMUNICATION

Vocal communication is the how component of speech. Vocal communication is the how component of speech. Vocal communication includes our voice projection, tone, Vocal communication includes our voice projection, tone, pitch, speed and breathing techniques. Although the pitch, speed and breathing techniques. Although the words are important, how we say them is often more words are important, how we say them is often more important. important.

We should: We should:


2323

Choosing the right channelChoosing the right channel •• vary our tone to give the words emphasis or appropriate vary our tone to give the words emphasis or appropriate

meaningmeaning

•• be aware of the pitch-put in context to the situationbe aware of the pitch-put in context to the situation

•• project our voice as much as is necessary for clarity and project our voice as much as is necessary for clarity and for it to be heardfor it to be heard

•• speak at a consistent speed (not too fast and not too speak at a consistent speed (not too fast and not too slow) to aid understandingslow) to aid understanding

•• remember to breathe! If we forget to breathe, the words remember to breathe! If we forget to breathe, the words don't come out!don't come out!


2424

Choosing the right channelChoosing the right channel It is very easy to speak down to, or become impatient with, It is very easy to speak down to, or become impatient with,

people who may not immediately understand the people who may not immediately understand the message being communicated. It is important to take message being communicated. It is important to take some responsibility for this lack of understanding, as it some responsibility for this lack of understanding, as it

may be us who are not being clearmay be us who are not being clear


2525

Choosing the right channelChoosing the right channel


2626


VISUAL COMMUNICATIONVISUAL COMMUNICATIONThe The visual visual element of communication (body language) element of communication (body language)

is arguably the most important element for getting the is arguably the most important element for getting the message across when communicating orally, message across when communicating orally, particularly face to face.particularly face to face.

We are often unaware of the visual messages we We are often unaware of the visual messages we communicate, so when inter acting with others we communicate, so when inter acting with others we need to ensure that the visual communication does need to ensure that the visual communication does not conflict with the verbal and the vocal message. not conflict with the verbal and the vocal message. Visual communication includes our personal Visual communication includes our personal presentation and hygiene and specific body language, presentation and hygiene and specific body language, all of which will be assessed by the person with whom all of which will be assessed by the person with whom we are communicating.we are communicating.


2727


Therefore, we need to:Therefore, we need to:Personal space. the distance required between two people Personal space. the distance required between two people it it

which both feel comfortable when interacting.which both feel comfortable when interacting.•• be aware of individual be aware of individual personal spacepersonal space• • maintain eye contact and be aware of facial expressionsmaintain eye contact and be aware of facial expressions• • maintain strong posture and develop appropriate hand and body maintain strong posture and develop appropriate hand and body

movements movements •• maintain a high standard of personal presentation.maintain a high standard of personal presentation.

Individual cultures respond differently to each of these elements. Individual cultures respond differently to each of these elements. As with all skills and behaviours that are learned, the more we As with all skills and behaviours that are learned, the more we

apply the techniques, the more confident and, ultimately, the apply the techniques, the more confident and, ultimately, the more professional we become.more professional we become.

(Personal space. the distance required between two people (Personal space. the distance required between two people it it which both feel comfortable when interacting.)which both feel comfortable when interacting.)


2828

Complete Questions Complete Questions

1 – 12 1 – 12

in your in your

Question BookletQuestion Booklet


2929


WRITTEN COMMUNICATIONWRITTEN COMMUNICATION

Like verbal communication, effective written Like verbal communication, effective written communication is reliant on the words we choose, communication is reliant on the words we choose, how we express them, how we present them and the how we express them, how we present them and the proper use of grammar. proper use of grammar.

Written communication is only sometimes appropriate.Written communication is only sometimes appropriate.

Deciding when it is appropriate will depend on our Deciding when it is appropriate will depend on our judgment, skill, enterprise policies and, most judgment, skill, enterprise policies and, most importantly, the receiver.importantly, the receiver.


3030

Choosing the right channelChoosing the right channel In hospitality enterprises, examples of written In hospitality enterprises, examples of written

communication include: communication include: • • recording and confirming accommodation reservationsrecording and confirming accommodation reservations•• recording restaurant reservationsrecording restaurant reservations•• letters of appointmentletters of appointment• • memosmemos•• incident reportsincident reports•• guest requestsguest requests•• telephone messages telephone messages • • reportsreports•• policies and procedurespolicies and procedures•• stock ordersstock orders•• resumes and job applications.resumes and job applications.


3131


There are various media for written communication: There are various media for written communication:

• • facsimilefacsimile

• • emailemail

•• simple written message (such as a record of a guest's simple written message (such as a record of a guest's request, a telephone message, or a note on a request, a telephone message, or a note on a message board)message board)

•• personal or business letterspersonal or business letters

•• reports and proposalsreports and proposals

•• business plans business plans

• • memoranda.memoranda.


3232

Choosing the right channelChoosing the right channel Whichever medium is used, good written communication depends Whichever medium is used, good written communication depends

on several elements:on several elements:•• ClarityClarity Keep the ideas and thoughts contained in the message Keep the ideas and thoughts contained in the message

clear.clear.•• ConcisenessConciseness Keep the message short and to the point.Keep the message short and to the point.•• ToneTone Refers to how the message Refers to how the message sounds sounds (serious, light-(serious, light-

hearted, demanding). hearted, demanding). •• PresentationPresentation This refers to how the information is laid out on This refers to how the information is laid out on

the page. Most written communication is presented according to the page. Most written communication is presented according to accepted and established formats.accepted and established formats.

•• Correct languageCorrect language That is, the words used and grammar That is, the words used and grammar are correct.are correct.

•• Ability o f the receiverAbility o f the receiver Is Is the reader able to understand the the reader able to understand the words used?words used?


3333


If any of the elements are missing or could be If any of the elements are missing or could be misinterpreted, then written communication may not misinterpreted, then written communication may not be the most appropriate way to deliver a message. be the most appropriate way to deliver a message.

Also, many people like formal, written communication, Also, many people like formal, written communication, whereas others prefer to receive information orally.whereas others prefer to receive information orally.


3434


Irrespective of our preference for written or oral Irrespective of our preference for written or oral communication, much of the communication we send communication, much of the communication we send or receive during our careers will be written because it or receive during our careers will be written because it is a permanent reminder of what has been said and is a permanent reminder of what has been said and can always be rechecked as to its meaning.can always be rechecked as to its meaning.

Each type of written communication has formal and Each type of written communication has formal and informal styles for presentation. informal styles for presentation.

Which one is chosen will depend on the context in Which one is chosen will depend on the context in which it is required.which it is required.


3535

Choosing the right channelChoosing the right channel However we deliver written communication, it is However we deliver written communication, it is

important to:important to:•• use appropriate wordsuse appropriate words•• date all correspondencedate all correspondence•• spell a person's name, title and company correctlyspell a person's name, title and company correctly•• check that the address is correctcheck that the address is correct•• check the spelling and grammar-a good dictionary check the spelling and grammar-a good dictionary

and thesaurus are essential (A computer spellchecker and thesaurus are essential (A computer spellchecker is not reliable because it does not notice if we have is not reliable because it does not notice if we have used the wrong word, only if we have spelt a word used the wrong word, only if we have spelt a word incorrectly.)incorrectly.)

•• determine if the tone is consistent with the messagedetermine if the tone is consistent with the message•• proofread it before sending it-have you said what you proofread it before sending it-have you said what you

mean? Are there any errors? mean? Are there any errors?


3636

Choosing the right channelChoosing the right channel ELECTRONIC COMMUNICATIONELECTRONIC COMMUNICATIONWith the rapid development of information technology, it is almost With the rapid development of information technology, it is almost

impossible to convey concisely the advantages and uses of impossible to convey concisely the advantages and uses of computerisation.computerisation.

Some of the most exciting applications now available revolve Some of the most exciting applications now available revolve around the use of e-commerce-that is, doing business over the around the use of e-commerce-that is, doing business over the Internet (World Wide Web). Businesses can now display their Internet (World Wide Web). Businesses can now display their products in a variety of ways, from static pictures to three products in a variety of ways, from static pictures to three dimensional tours through sites. Hotel rooms, resorts, cruise dimensional tours through sites. Hotel rooms, resorts, cruise ships and a variety of destinations can now be inspected in `real ships and a variety of destinations can now be inspected in `real time' (virtual). Consumers can select and purchase hospitality-time' (virtual). Consumers can select and purchase hospitality-related goods and services and receive confirmation and related goods and services and receive confirmation and receipts electronically.receipts electronically.

While technology will undoubtedly continue to astound and While technology will undoubtedly continue to astound and confound many of us, it will not replace effective communication confound many of us, it will not replace effective communication skills.skills.


3737


file thisfile this

> Once something is communicated in writing, > Once something is communicated in writing, there is a permanent reminder of what we have there is a permanent reminder of what we have said and when.said and when.

Homework task:Homework task:Visit the websites of two multinational hotel chains. Visit the websites of two multinational hotel chains.

What information is contained on the sites? What information is contained on the sites?

Can you make a room booking? Can you make a room booking?

Can you pay for your accommodation via the Internet?Can you pay for your accommodation via the Internet?


3838


13 – 17 13 – 17

in your in your



3939


NON-VERBAL COMMUNICATION-BODY LANGUAGENON-VERBAL COMMUNICATION-BODY LANGUAGE

Body language is the non-verbal signals, movements Body language is the non-verbal signals, movements and gestures we use to aid or hinder communication.and gestures we use to aid or hinder communication.

The way people interpret our body language has a The way people interpret our body language has a major impact on how they hear our message.major impact on how they hear our message.

Interestingly, until recently many people denied the Interestingly, until recently many people denied the importance of body language as a factor in the importance of body language as a factor in the communication equation. communication equation.

Thanks to extensive research by behavioural scientists Thanks to extensive research by behavioural scientists and others, body language is now an accepted and others, body language is now an accepted concept that all good communicators are aware of concept that all good communicators are aware of and understand. and understand.


4040

Choosing the right channelChoosing the right channel TYPES OF BODY LANGUAGETYPES OF BODY LANGUAGEBody language is usually classified as either open or closed. Body language is usually classified as either open or closed. Open body language indicates we are receptive to the Open body language indicates we are receptive to the

messages being sent and is often an indication of our ability messages being sent and is often an indication of our ability to communicate. to communicate.

Being receptive, however, doesn't always mean we under Being receptive, however, doesn't always mean we under stand! stand!

Open body language is identified through the gestures we Open body language is identified through the gestures we make, and indicates that we are open to what people are make, and indicates that we are open to what people are saying and confirms (usually) what we are saying to our saying and confirms (usually) what we are saying to our listener. Palms open and upward, nodding, smiling, body listener. Palms open and upward, nodding, smiling, body facing sender/receiver, good poise and eye contact, are all facing sender/receiver, good poise and eye contact, are all examples of open body language.examples of open body language.


4141


By contrast, closed body language could indicate we By contrast, closed body language could indicate we are not interested in the message or the person and is are not interested in the message or the person and is often indicated by crossing our arms or legs or by often indicated by crossing our arms or legs or by looking away. looking away.

Closed body language does not necessarily mean that Closed body language does not necessarily mean that the receiver doesn't understand, just that they are not the receiver doesn't understand, just that they are not open to the message being sent. open to the message being sent.

Table 2.1 provides a few basic body language signs and Table 2.1 provides a few basic body language signs and their interpretation. their interpretation.


4242



4343


Body language signals should not be interpreted in Body language signals should not be interpreted in isolation. isolation.

We should take into consideration the diverse cultures We should take into consideration the diverse cultures in the workplace of both colleagues and customers in the workplace of both colleagues and customers because of variations in cultural interpretation that because of variations in cultural interpretation that may influence the use of body language.may influence the use of body language.

Most gestures or signals are accompanied by other Most gestures or signals are accompanied by other gestures (or clusters) and a verbal message that gestures (or clusters) and a verbal message that allows us to interpret the message in its entirety. allows us to interpret the message in its entirety.


4444


We need to put body language into context in the same We need to put body language into context in the same way as we do for other forms of communication. way as we do for other forms of communication.

In the workplace, our body language will be different for In the workplace, our body language will be different for each experience and will depend on who we are each experience and will depend on who we are dealing with (colleagues or customers) and our dealing with (colleagues or customers) and our relationship with them.relationship with them.


4545

Choosing the right channelChoosing the right channel Facial expressionsFacial expressionsAccording to the Bible the `eyes are the windows to the soul'. According to the Bible the `eyes are the windows to the soul'.

Experts in the field of body language claim that the face is the Experts in the field of body language claim that the face is the window to the mind and it is `possible to read someone's window to the mind and it is `possible to read someone's thoughts by looking at them'.thoughts by looking at them'.

We can often tell from a person's face when they are happy or sad, We can often tell from a person's face when they are happy or sad, surprised or shocked, in a bad mood, in pain, or whether they surprised or shocked, in a bad mood, in pain, or whether they have understood what we have said or are confused. have understood what we have said or are confused.

When reading facial expressions, we rely on the eyes, mouth and When reading facial expressions, we rely on the eyes, mouth and expressions, as well as the angle of the head. In context, we expressions, as well as the angle of the head. In context, we also interpret the hand gestures and other body movements. also interpret the hand gestures and other body movements.

Many faces give away what the person is thinking, although some Many faces give away what the person is thinking, although some people can control their facial expressions so as to give no people can control their facial expressions so as to give no indication of their feelings or thoughts (poker faced). indication of their feelings or thoughts (poker faced).


4646



4747


Personal spacePersonal spacePersonal space can be defined as the distance we require between Personal space can be defined as the distance we require between

another person and ourselves when we are interacting, to feel another person and ourselves when we are interacting, to feel comfortable. This distance will vary depending on who that person comfortable. This distance will vary depending on who that person is, our relationship to them, cultural influences, and the situation. We is, our relationship to them, cultural influences, and the situation. We are usually more aware of our personal space once someone has are usually more aware of our personal space once someone has invaded it.invaded it.

The closer our relationship is with someone, the closer we allow them The closer our relationship is with someone, the closer we allow them to us phys ically. When interacting with people we don't know or to us phys ically. When interacting with people we don't know or don't like, we prefer them to remain further away from us. At these don't like, we prefer them to remain further away from us. At these times, it is not unusual to see someone take an involuntary step times, it is not unusual to see someone take an involuntary step backwards, or, if this is not possible, put a hand out to try to stop the backwards, or, if this is not possible, put a hand out to try to stop the person coming any closer.person coming any closer.

Being aware of other people's space is an important part of effective Being aware of other people's space is an important part of effective communi cation. Experience will tell us how close we like to be to communi cation. Experience will tell us how close we like to be to others and how far away we like others to be from us. others and how far away we like others to be from us.


4848


Physical contactPhysical contact

A similar principle to personal space applies to physical A similar principle to personal space applies to physical contact. There are written and unwritten rules about what contact. There are written and unwritten rules about what is appropriate or acceptable which vary from country to is appropriate or acceptable which vary from country to country, culture to culture and person to person when it country, culture to culture and person to person when it

comes to physical contact.comes to physical contact.


4949

Choosing the right channelChoosing the right channel Where customers are concerned, the simple rule is: be close Where customers are concerned, the simple rule is: be close

enough so they canenough so they can

hear you, and never touch them.hear you, and never touch them.


5050


Of course, there are exceptions to these rules-for example, Of course, there are exceptions to these rules-for example, if we are helping an elderly customer, shaking if we are helping an elderly customer, shaking someone's hand or helping them to sit. someone's hand or helping them to sit.

The upper arm is usually acceptable for us to touch, but The upper arm is usually acceptable for us to touch, but only if really necessary.only if really necessary.

Body language is a complex process that requires time and Body language is a complex process that requires time and experience to master. experience to master.

Understanding its complexities gives us an advantage in Understanding its complexities gives us an advantage in the communication stakes. the communication stakes.


5151

Choosing the right channelChoosing the right channel FORMAL,FORMAL, INFORMAL OR THE GRAPEVINEINFORMAL OR THE GRAPEVINE

Communication in the workplace can be both formal and Communication in the workplace can be both formal and informal, irrespective of the channel or media used. informal, irrespective of the channel or media used.

Formal communication is usually structured and will include Formal communication is usually structured and will include information passed on through accepted channels such information passed on through accepted channels such as memos, letters, procedures, policies and meetings. as memos, letters, procedures, policies and meetings.

It can travel down through the channels, such as from It can travel down through the channels, such as from supervisor to employee, or upwards, as from the supervisor to employee, or upwards, as from the employee to the supervisor. employee to the supervisor.

It may also travel laterally-that is, sideways, as between It may also travel laterally-that is, sideways, as between two colleagues.two colleagues.


5252


Informal communication is generally unstructured and is Informal communication is generally unstructured and is most often communi cated orally. most often communi cated orally.

Although this is an accepted channel, it is also often harder Although this is an accepted channel, it is also often harder to follow up. Informal communication may include to follow up. Informal communication may include messages, instructions or passing of general messages, instructions or passing of general information.information.

Of course, informal communication is also what takes place Of course, informal communication is also what takes place as a general conver sation. as a general conver sation.

This can be considered gossip, or the grapevine. It may be This can be considered gossip, or the grapevine. It may be simple banter between two colleagues or a discussion simple banter between two colleagues or a discussion with a customer.with a customer.


5353


The grapevine is an informal communication channel The grapevine is an informal communication channel whereby information is passed on by word-of-mouth. whereby information is passed on by word-of-mouth.

The general perception of the grapevine is that it is a The general perception of the grapevine is that it is a negative aspect of communication in the workplace; negative aspect of communication in the workplace;

however, it can occasionally be an effective means of however, it can occasionally be an effective means of communicating information quickly.communicating information quickly.


5454


Unfortunately, with gossip or the grapevine, by the time the Unfortunately, with gossip or the grapevine, by the time the information travels around the organisation once or information travels around the organisation once or twice, it is likely to have been embellished, altered and twice, it is likely to have been embellished, altered and adulterated. adulterated.

Where a lot of gossip exists or an extensive grapevine is Where a lot of gossip exists or an extensive grapevine is working, this is a clear indication of poor communication working, this is a clear indication of poor communication channels. channels.

Establishing effective channels for the distribution of Establishing effective channels for the distribution of relevant and timely information can stifle speculation and relevant and timely information can stifle speculation and reduce the gossip.reduce the gossip.


5555

Effective listening skillsEffective listening skills

Effective listening skillsEffective listening skillsNature has given us one tongue but two ears, that we may Nature has given us one tongue but two ears, that we may

bear from others twice as much as we speak.bear from others twice as much as we speak.Epictetus (Greek philosopher)Epictetus (Greek philosopher)


5656


What is the difference between listening and hearing?What is the difference between listening and hearing?

Surely they are the same thing? Surely they are the same thing?

Hearing we can do without thinking. Hearing we can do without thinking.

Hearing, as one of our senses, aids communication and Hearing, as one of our senses, aids communication and often occurs unconsciously. often occurs unconsciously.

Listening, however, needs concentration and requires us to Listening, however, needs concentration and requires us to

actively participate in the communication process.actively participate in the communication process.


5757


Listening is a learned behaviour and has many distinct Listening is a learned behaviour and has many distinct advantages-it is polite, aids understanding, helps us to advantages-it is polite, aids understanding, helps us to make intelligent decisions, improves our vocabulary, make intelligent decisions, improves our vocabulary, helps us to maintain an open mind and makes us better helps us to maintain an open mind and makes us better communicators.communicators.

If we can identify the elements of communication-verbal, If we can identify the elements of communication-verbal, vocal and visual we can determine when people are vocal and visual we can determine when people are listening. listening.

Conversely, they will know if we are listening to them!Conversely, they will know if we are listening to them!


5858



5959


The visual response is often the most important indicator of The visual response is often the most important indicator of whether or not we are listeningwhether or not we are listening

•• Are we looking at the speaker and focusing on them, Are we looking at the speaker and focusing on them, paying attention? paying attention?

• • Are we offering feedback-nodding or shaking our head?Are we offering feedback-nodding or shaking our head?

•• Do our facial expressions indicate understanding?Do our facial expressions indicate understanding?


6060


Verbal and vocal responses to the speaker are also clear Verbal and vocal responses to the speaker are also clear indicators of listening indicators of listening

•• Did we get our message across without interruption?Did we get our message across without interruption?

•• Does the listener ask questions to clarify meaning?Does the listener ask questions to clarify meaning?

•• Is the response what we expected? Is it appropriate?Is the response what we expected? Is it appropriate?

•• Are we allowed to finish our own sentences? We can Are we allowed to finish our own sentences? We can check our listening skillscheck our listening skills

•• Do we actively work at listening and ask questions to Do we actively work at listening and ask questions to clarify understanding?clarify understanding?


6161


• • Do we judge the content, not the delivery?Do we judge the content, not the delivery?

•• Do we listen for the real meaning, keeping our minds Do we listen for the real meaning, keeping our minds open?open?

•• Are we concentrating on the speaker and resisting Are we concentrating on the speaker and resisting distractions?distractions?

•• Are we providing appropriate feedback?Are we providing appropriate feedback?

•• Do we let the speaker finish without interruption?Do we let the speaker finish without interruption?

•• Do we wait for the speaker to finish before formulating Do we wait for the speaker to finish before formulating our response?our response?


6262


When someone is speaking to us, how do we let them When someone is speaking to us, how do we let them know we are listening? know we are listening?

When speaking, what do we expect of our listeners?When speaking, what do we expect of our listeners?


6363


18 – 29 18 – 29

in your in your



6464


Barriers to effective communication Barriers to effective Barriers to effective communication Barriers to effective communication are those things that inhibit or get in the communication are those things that inhibit or get in the way of communication.way of communication.

There are many reasons why there may be a breakdown in There are many reasons why there may be a breakdown in the communication process. Breakdowns often occur the communication process. Breakdowns often occur because of interference during communication.because of interference during communication.


6565


Examples of interference include:Examples of interference include:• • Selective listeningSelective listening We may `tune out' because we are bored or We may `tune out' because we are bored or

don't like what we are hearing-especially when the message doesn't don't like what we are hearing-especially when the message doesn't confirm our views and attitudes.confirm our views and attitudes.Jumping to conclusionsJumping to conclusions We think we already know what the We think we already know what the message means. message means.

•• Inconsistency in deliveryInconsistency in delivery The words chosen, the tone, The words chosen, the tone, context or channel may be inappropriate.context or channel may be inappropriate.

•• Cultural differencesCultural differences Because of our different Because of our different backgrounds, our understanding, interpretation and analysis of what backgrounds, our understanding, interpretation and analysis of what is being communicated will vary.is being communicated will vary.

•• Lack o f confidenceLack o f confidence If we are not confident in what we If we are not confident in what we are saying, or unsure of what we are hearing, understanding and are saying, or unsure of what we are hearing, understanding and interpretation will be affected. interpretation will be affected.


6666


•• Physical barriersPhysical barriers This may include distance or people or This may include distance or people or objects that are between the sender and the receiver. It can also objects that are between the sender and the receiver. It can also include a hearing disability.include a hearing disability.

•• Lack o f timeLack o f time When we are in a hurry, we may not take the time When we are in a hurry, we may not take the time to listen or deliver the message appropriately.to listen or deliver the message appropriately.

•• Thought speedThought speedDuring a conversation we are often thinking about During a conversation we are often thinking about what we want to say while the other person is still speaking, so we what we want to say while the other person is still speaking, so we may miss the meaning of what is said.may miss the meaning of what is said.

• • ImpatienceImpatience Usually this is impatience with others, which Usually this is impatience with others, which makes us poor listeners. The result is that the information `goes in makes us poor listeners. The result is that the information `goes in one ear and straight out the other'.one ear and straight out the other'.


6767


•• PrejudicePrejudice Personal prejudices affect our judgment in Personal prejudices affect our judgment in that we hear only what we want to hear. Prejudices can involve such that we hear only what we want to hear. Prejudices can involve such things as the way a person looks, speaks, acts, their culture, age, things as the way a person looks, speaks, acts, their culture, age, gender, sexual preference and race.gender, sexual preference and race.

•• Bad habitsBad habits These include doing something else while These include doing something else while someone is trying to communicate with us. For example, just someone is trying to communicate with us. For example, just because the person on the other end of the telephone can't see us, because the person on the other end of the telephone can't see us, it doesn't mean they don't know if we are listening or not. Another it doesn't mean they don't know if we are listening or not. Another bad habit is interrupting the speaker and finishing sentences for bad habit is interrupting the speaker and finishing sentences for them.them.

•• NoiseNoise This can be other people around you, outside noise, This can be other people around you, outside noise, music and so on. music and so on.


6868

OVERCOMING THE BARRIERSOVERCOMING THE BARRIERS

OVERCOMING THE BARRIERSOVERCOMING THE BARRIERSGood communication is not very difficult but it does take Good communication is not very difficult but it does take

practice to be an effective communicator, to break down practice to be an effective communicator, to break down the barriers, and to ensure that the messages we receive the barriers, and to ensure that the messages we receive and send are those intended.and send are those intended.

There are many other reasons why communication may fail There are many other reasons why communication may fail to be effective. When we identify any of the above to be effective. When we identify any of the above behaviours as our own, we are more easily able to behaviours as our own, we are more easily able to overcome those barriers. Understanding the influences overcome those barriers. Understanding the influences on the sender and receiver, selecting the correct channel on the sender and receiver, selecting the correct channel and appropriate words or mannerisms, and using them and appropriate words or mannerisms, and using them in context to the situation, will place us well on the way to in context to the situation, will place us well on the way to becoming effective communicators.becoming effective communicators.


6969


30 – 33 30 – 33

in your in your



7070


paint a picturepaint a picture > Interpersonal skills> Interpersonal skillsMark and Michelle decided to celebrate their first wedding anniversary Mark and Michelle decided to celebrate their first wedding anniversary

at the hotel where they married. They booked a suite for the night at the hotel where they married. They booked a suite for the night and a table in the hotel restaurant. When they arrived to check in, and a table in the hotel restaurant. When they arrived to check in, the receptionist was on the telephone and although she could see the receptionist was on the telephone and although she could see Mark and Michelle, she did not acknowledge them. As they listened Mark and Michelle, she did not acknowledge them. As they listened to the conversation they could hear the receptionist was dealing with to the conversation they could hear the receptionist was dealing with a problem.a problem.

'. . . Look, I didn't make the booking, so it's not my fault. You'll have to '. . . Look, I didn't make the booking, so it's not my fault. You'll have to call on Monday and speak with reservations. I can't help you. No. call on Monday and speak with reservations. I can't help you. No. There is nothing I can do.'There is nothing I can do.'

She was shaking her head and rolling her eyes. When the receptionist She was shaking her head and rolling her eyes. When the receptionist finished her conversation, she made a few notes and then, without finished her conversation, she made a few notes and then, without looking up, said 'Yes? Can I help you?'looking up, said 'Yes? Can I help you?'

How do you think you would feel in this situation?How do you think you would feel in this situation?


7171


Interpersonal skills are those skills that help us Interpersonal skills are those skills that help us communicate with other people. communicate with other people.

They are defined by our actions, the words we use, our They are defined by our actions, the words we use, our personal presentation and our behaviour. personal presentation and our behaviour.

Good interpersonal skills are needed and used in every Good interpersonal skills are needed and used in every sector of the hospitality industry. sector of the hospitality industry.

They are skills we can acquire and skills that help They are skills we can acquire and skills that help determine our professionalism. determine our professionalism.

All hospitality professionals require excellent interpersonal All hospitality professionals require excellent interpersonal skills as they enable us to communicate and interrelate skills as they enable us to communicate and interrelate effectively with others.effectively with others.


7272


WHAT WE SAY OR HOW WE SAY IT?WHAT WE SAY OR HOW WE SAY IT?

Our ability to communicate effectively is measured not so Our ability to communicate effectively is measured not so much by what is said but by how we say it, and by our much by what is said but by how we say it, and by our actions or behaviours. actions or behaviours.

Communication skills are a part of our overall interpersonal Communication skills are a part of our overall interpersonal skills, which underpin our working life. skills, which underpin our working life.

What has the receptionist above demonstrated about her What has the receptionist above demonstrated about her ability to communicate effectively with other people?ability to communicate effectively with other people?


7373


Let us put interpersonal skills into a hospitality perspective. Let us put interpersonal skills into a hospitality perspective.

Hospitality is a `people' industry. Hospitality is a `people' industry.

Hospitality professionals are required to use every ounce of Hospitality professionals are required to use every ounce of their energy to please, to perform, to satisfy, to pacify, to their energy to please, to perform, to satisfy, to pacify, to assist and to serve customers. assist and to serve customers.

Our ability to achieve this ideal of `being all things to all Our ability to achieve this ideal of `being all things to all people' depends on us having highly developed people' depends on us having highly developed interpersonal skills.interpersonal skills.


7474


CHOOSING TO BE EFFECTIVECHOOSING TO BE EFFECTIVE

We can choose to be effective communicators. We can choose to be effective communicators.

We know how to groom ourselves, speak, read and write, We know how to groom ourselves, speak, read and write, and we know the difference between appropriate and and we know the difference between appropriate and inappropriate actions through learning these behaviours. inappropriate actions through learning these behaviours.

We learned these skills from our parents, from friends at We learned these skills from our parents, from friends at school, and from colleagues and associates at work. school, and from colleagues and associates at work.

All our behaviours are therefore ultimately by choice. All our behaviours are therefore ultimately by choice.


7575


This means that not only can behaviours be learned and This means that not only can behaviours be learned and unlearned but they can be developed, and this includes unlearned but they can be developed, and this includes our interpersonal skills in general and our communication our interpersonal skills in general and our communication skills specifically.skills specifically.

In the workplace, we demonstrate our interpersonal skills In the workplace, we demonstrate our interpersonal skills through our attitudes and assertiveness, our self-through our attitudes and assertiveness, our self-confidence and open-mindedness. What skills we lack, confidence and open-mindedness. What skills we lack, we can develop. we can develop.


7676


Some of the communication behaviours (interpersonal Some of the communication behaviours (interpersonal skills) we can develop include:skills) we can develop include:

•• effective communication through body language effective communication through body language (non-verbal communication) and listening skills(non-verbal communication) and listening skills

•• improved personal presentation, through poise, improved personal presentation, through poise, deportment and personal hygiene deportment and personal hygiene

•• being polite and courteousbeing polite and courteous

• • teamworkteamwork

•• effective social interaction.effective social interaction.


7777


It is how we use these skills that determines their It is how we use these skills that determines their effectiveness and impact on others, and it is our effectiveness and impact on others, and it is our successful application of these skills in the workplace successful application of these skills in the workplace that determines our professionalism.that determines our professionalism.

The strategies for developing interpersonal skills need not The strategies for developing interpersonal skills need not be complicated; however, they do require honest self-be complicated; however, they do require honest self-evaluation and an acceptance that change may be evaluation and an acceptance that change may be required in some of our behaviours.required in some of our behaviours.


7878


This means that not only can behaviours be learned and This means that not only can behaviours be learned and unlearned but they can be developed, and this includes unlearned but they can be developed, and this includes our interpersonal skills in general and our communication our interpersonal skills in general and our communication skills specifically.skills specifically.

In the workplace, we demonstrate our interpersonal skills In the workplace, we demonstrate our interpersonal skills through our attitudes and assertiveness, our self-through our attitudes and assertiveness, our self-confidence and open-mindedness. What skills we lack, confidence and open-mindedness. What skills we lack, we can develop. we can develop.


7979


8080


8181


34 – 38 34 – 38

in your in your


working with colleagues.ppt

Documents