Leaders are Effective Communicators

HOSPITALITY AND RESTAURANT MANAGEMENT

Vision, Mission, Goals and ObjectivesStephen R. Covey –Stephen Covey: Goals and Priorities

WHY COMMUNICATION?

Describe the communication process.

Identify obstacles to effective communication.

Identify characteristics of effective speaking.

Identify types of nonverbal communication.

Describe characteristics of effective listening.

Understand basic telephone skills.

Describe a systematic process for effective writing.

Identify procedures for effective organizational communication.

CHAPTER LEARNING OBJECTIVES

They must communicate effectively with staff members.

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

Owners, suppliers and the community have interactions with managers as well.

Professional development requires effective communication skills.

MANAGERS MUST BE EFFECTIVE COMMUNICATORS

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

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.

THE COMMUNICATION PROCESS

THE COMMUNICATION PROCESS CONTINUED

who

how

where

what

Encoding Developing the messageDone by the sender

DecodingTranslating the messageDone by the receiver

ENCODING AND DECODING

Historical Information ~ no action requiredAction – Oriented Information ~ requires actionImpending – Action Information ~ future action

TYPES OF MESSAGES

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

ORGANIZATIONAL COMMUNICATION

Upward CommunicationSay what is important-including good and badBe brief, accurate, suggest solutionsBe sure timing is rightDon’t go over boss-unless needed

Downward CommunicationOpen door policy – listen objectivelyDon’t overreact to bad newsShare as much as you can/ or is necessaryGive feedback often, but sincere

ORGANIZATIONAL COMMUNICATION, CONTINUED

Lateral CommunicationKnow peers as well as possible and as many as possibleShare as needed/ necessaryLook at ‘big picture’Be sincereOffer help, if possible

ORGANIZATIONAL COMMUNICATION, CONTINUED

BARRIERS TO COMMUNICATION

Noise, environment, language, cultural differences, tone of message, nonverbal communication, and lack of comprehension can be barriers to communication.

SemanticsJargonGesturesCultural differencesAssumptionsPoor Timing

Chapter 3 resources\What is Causing the Communicatio Problem.pdf

Prejudices Environment ClarityEmotions/StressMessage toneNonverbal issues

FACTORS THAT CREATE COMMUNICATION BARRIERS

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

INFORMAL VS. FORMAL COMMUNICATION

OH 3-10

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

When? Why? How?

PLANNING THE MESSAGE

Who? What? Where?

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

Planning the Message, continued

TYPES OF WRITTEN COMMUNICATION

Responses to social media, see box on page 86.

Articulates pointsInteracts with the receiverPersonalizes the messageUses suitable languageUses appropriate nonverbal communicationVaries speech patterns

CHARACTERISTICS OF EFFECTIVE SPEAKERS

Ask a question about the topic.Ask the receiver to paraphrase the message.Encourage the receiver to provide feedback.

ASSURING THE RECEIVER UNDERSTANDS THE MESSAGE

Encoding Developing the messageDone by the sender

DecodingTranslating the messageDone by the receiver

Examples: manager looks to see if message was decoded correctly

ENCODING AND DECODING

VerbalThe message itself, the words you say

VocalElement of your voice: the intonation, projection and

resonance of the voice that carries those words.Visual

What people see: your face and your body

EFFECTIVE COMMUNICATION

Most effective communication:Verbal 7%Vocal 38%Visual 55% (facial)

Total 100%

Professor Albert Mehrabian, Professor Emeritus of Psychology, UCLA"Silent Messages" -- A Wealth of Information About Nonverbal Communication (Body Language), Mehrabian, A. (1981).

VERBAL-VOCAL-VISUAL

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

Examples: SmilesCrossed arms Gestures

Body languageClothing/appearanceEye contact

NONVERBAL COMMUNICATION

1. Eye Communication

2. Posture/Movement

3. Gestures

4. Facial Expression

5. Dress/Appearance

6. Voice/Vocal Variety

7. Touch

KEY ELEMENTS OF NON-VERBAL COMMUNICATION

Consider:ContextClustersRelation to what is being saidConsistencyCultural influences

DECODING NON-VERBAL COMMUNICATION

There are many nonverbal expressions here!

Nonverbal Communication continued

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.

LISTENING

Maintain eye contact.Do not interrupt.Ask questions for clarity.Rephrase/repeat what the speaker says.Use body language to show attentiveness.Take notes.

SKILLS OF AN EFFECTIVE LISTENER

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.

STEPS FOR ANSWERING A BUSINESS PHONE

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.

STEPS FOR ANSWERING A BUSINESS PHONE CONTINUED

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.

HOW WOULD YOU ANSWER THE FOLLOWING QUESTIONS?

Three parts to most written materialsIntroductionBody of messageConclusion

Writing is a challenge for many managers.

EFFECTIVE WRITING

Think about the audience and purpose.Think about the situation and details.Think about actions you want taken.Identify message benefits.

SYSTEMATIC WRITING PROCESS

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.

SYSTEMATIC WRITING PROCESS, CONTINUED

Lack of planningLack of purposeForgetting the audienceUse of incorrect style

WRITING ROAD BLOCKS

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

EFFECTIVE ORGANIZATIONAL COMMUNICATION

EFFECTIVE ORGANIZATIONAL COMMUNICATION

Developing Organizational Communication

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)

HOW WOULD YOU ANSWER THE FOLLOWING QUESTIONS?

KEY TERM REVIEW

Boilerplate A term that relates to portions of contracts that do not change when they are used with different parties.

Chain of command The way in which authority flows from one management level to the next.

Communication The process of sending and receiving information by speech, gestures, or writing to receive a response or action.

Constructive feedback Feedback that focuses on specific aspects of performance and can be positive, such as emphasizing desired performance, or negative, such as addressing performance that should be improved.

Environmental noise Any sound, such as loud talking or blaring radios, that interferes with communication.

External communication Communication that builds the customer base and helps build and maintain the establishment’s desired identity throughout the community.

KEY TERM REVIEW CONTINUED

KEY TERM REVIEW CONTINUED

Describe the communication process.

Identify obstacles to effective communication.

Identify characteristics of effective speaking.

Identify types of nonverbal communication.

Describe characteristics of effective listening.

Understand basic telephone skills.

Describe a systematic process for effective writing.

Identify procedures for effective organizationalcommunication.

CHAPTER LEARNING OBJECTIVES—WHAT DID YOU LEARN?