ambition in action. week (2) communication ambition in action introduction the hospitality...
TRANSCRIPT
Ambitionin Action
Week (2)
Communication
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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.
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Communication
What is it?
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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.
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Effective CommunicationGood 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
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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.
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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.
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Types of communication Communication can be: Verbal/Oral Non-Verbal (body language) Written
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Communicate with customersOral 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.
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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.
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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!
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Communicate with customersRefining 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!
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Communicate with customersRefining 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.
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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
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Cont. 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.
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Non-verbal communication
Facial expressions – “the eyes are the window to the soul”. We can often tell from a person’s face whether they are happy, sad, angry .
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Cont. 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.
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Non-verbal communication Personal space – the distance we require
between another person and ourselves when interacting to feel comfortable. Being aware of other people’s space is an important part of communication.
Physical contact – be very aware of what is and is not appropriate in our workplace!
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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
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Non-Verbal CommunicationSpace
Research has shown that Australians speaking to acquaintances or work colleagues leave about an arm’s length of space and to friends and family about half an arm’s length.
In intimate relationships people allow direct and close contact.
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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.
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Voice Tonality and VolumeYour 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.
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Cultural differences in Communication
Cultural differences may include Modes of greeting Body language Formality of language
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What is this person communicating?
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What is this person communicating?
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What is this person communicating?
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What is this person communicating?
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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.
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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.
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What do you think is happening here?
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Cont.
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.
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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?
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Cont. 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?
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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/draw 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).
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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.
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Cont.
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.
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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
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Cont. Lack of confidence Physical barriers Lack of time Thought speed Impatience Prejudice Bad habits Noise.
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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!
Ambitionin Action
Part (2) communication
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Topic Objectives O U T L I N E
Understanding managerial communication
• Informal and Formal.
• Define communication.
• Differentiate between organisational and interpersonal communication.
• Discuss the types of communication.
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Importance of Organisational Communication
Most managers spend 75-90% of their time in one of the four communication modes (writing, reading, speaking, listening).
Communicating is central to managing: To explain how goals are to be achieved and work is to be
done. To gather good information – listening, questioning and
observing to uncover people’s feelings, thoughts, motivations, ideas and opinions.
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Importance of Organisational Communication ( cont.)
Poor communication causes more problems in groups, teams and organisations than any other issue.
First-line managers set the scene for the type of communication that will take place in their department and with other departments.
This directly influences quality, output and morale.
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CommunicationCommunication is defined as the transferring and understanding of meaning.
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Communication Functions
1. Control employee behaviour.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make decisions.
Communication Functions
1. Control employee behaviour.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make decisions.
Cont.
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Leadership and Communication
Effective communication is an essential part of any successful team.
As the leader you are responsible for ensuring that all relevant information is distributed to team members.
Without effective communication there can be no leadership.
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Cont.
As the leader of a team, some of the roles that you play are:
coach mentor counsellor
As a leader, the way that you communicate with your team will determine the effectiveness of your roles. The ability to send and receive clear messages is the key to effective communication.
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Communication
Effectively communicating to others is a complex process.
If it was simply a matter of delivering OUR message and the other person automatically understanding and agreeing, there would be few if any conflicts or misunderstandings around us.
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Cont. There are many facets to effective communication. It
is a complex process that involves a: Sender: the person creating the message
Receiver: the person that gets the message
Channel: the medium used to transmit the message Message: the information that is to be shared Feedback: the receiver's response to the message Noise: any interference that could distort the message
or feedback.
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Elements of Communication
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Cont.
In addition to the elements of the communication process, you must also consider each person's:
Self-concept Family and/or cultural background Language skills and physical abilities Attitudes and values Status or relationship to the other people in the
communication
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Cont.
Any or all of these elements have the potential to influence the effectiveness of the communication.
For example, if the receiver perceived that the
communication is just another attempt to blame them for something that went wrong, they are not likely to become actively involved in the communication unless it is to defend themself.
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Cont.
Each party to the communication has a responsibility to ensure that a "shared or common meaning is achieved".
Consider the following communication model:
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Types of Organisational Communication
Some of the many ways we can communicate with others (and ourselves) at work are summarised below:
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Organisational communication
Organisational communication can be• formal• Informal
Communication can flow:
downward laterally diagonally upward
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Formal versus informal communication
1. Formal communication refers to communication that follows the official chain of command or is part of the communication required to do one’s job.
2. Informal communication is organisational communication that is not defined by the organisation’s structural hierarchy.
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Cont. a. Informal communication systems permit
employees to satisfy their needs for social interaction.
b. Informal communication systems can improve an organisation’s performance by creating alternative, and frequently faster and more efficient, channels of communication.
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Formal Communication E-mail
Advantages: quickly written, sent, and stored; low cost for distribution.
Disadvantages: information overload, lack of emotional content, cold and impersonal.
Intranet A private organisation-wide information network.
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Cont.
Extranet An information network connecting employees with external suppliers, customers, and strategic partners.
Videoconferencing An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.
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Informal Communication: The Grapevine
Grapevine Characteristics Not controlled by management. Perceived by most employees as being more
believable and reliable than formal communications. Largely used to serve the self-interests of those who
use it. Results from:
/Desire for information about important situations
/Uncertain conditions/Conditions that cause anxiety
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Three common communication networks and how they rate on effectiveness criteria
© Copyright 2003 Pearson Education Australia 64
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The communication process
Sender
Message Medium Receiver
Encoding
Feedback
Message
Decoding
Noise
© Copyright 2003 Pearson Education Australia 65Figure 14.2
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Methods for communicating interpersonallyThese include:
Face to face Telephone Group meetings Formal presentations Memos Postal mail Fax Employee publications
Bulletin boards Audio + videotapes Hot lines Electronic mail Computer conferencing Voice mail Teleconferencing Videoconferencing
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Evaluating communication methods
Managers have a wide variety of communication methods from which to choose. Evaluating the following areas will help decide:
Feedback Complexity capacity Breadth potential Confidentiality Encoding ease Decoding ease Time-space constraint Cost Interpersonal warmth Formality Scanability Time of consumption
© Copyright 2003 Pearson Education Australia 67
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Nonverbal communicationTransmission without words
Verbal intonation- emphasis someone gives to words or phrases that convey meaning
Body language- gestures, facial expressions and other body movements that convey meaning
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Cont.
Every oral communication is accompanied by a nonverbal message
Nonverbal component usually carries the
greatest impact
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Non-verbal communication
How we say something is usually more important than the words themselves.
Our tone of voice, gestures, movements, the way we stand and our facial expression all add to (or detract from) our words.
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Cont.
If your non-verbal communication does not agree with the verbal part of your message , most people will believe the body language over the words.
Your verbal and non-verbal communication needs to be congruent (ie. say the same thing).
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FilteringFiltering
Selective perceptionSelective perception
EmotionsEmotions LanguageLanguage
Nonverbal cuesNonverbal cues
DefensivenessDefensiveness
Information overloadInformation overload
National cultureNational culture
Barriers to effective communication
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Communication Barriers
filterinfilteringg
A sender’s manipulation of information so that it will be seen more favourably by the receiver.
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Appropriate Communication Techniques
Ask for feedback Offer feedback Think it through first Repeat, repeat, repeat Use empathy Select the location
The six C’s of communication
Is it clear?Is it complete?Is it concise?Is it concrete?Is it correct?Is it courteous?
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Overcoming barriers to effective interpersonal communication
SolutionsSolutions
Use feedbackUse feedback
Simplify languageSimplify language
Listen activelyListen actively
Constrain emotionsConstrain emotions
Watch non-verbalsWatch non-verbals
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Active listening
Exhibit affirmationExhibit affirmation
Avoid distracting actionsAvoid distracting actions
Ask questionsAsk questions
ParaphraseParaphrase
Avoid interruptingAvoid interrupting
Don’t over talkDon’t over talk
Smooth transitionsSmooth transitions
Make eye contactMake eye contact
All help developeffective
activeactivelisteninglistening
skillsskills
All help developeffective
activeactivelisteninglistening
skillsskills
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Feedback sk
ills
Developingeffective feedback skills
Developingeffective feedback skills
Well-timedWell-timed
SpecificSpecific
ControlControl
Goal-orientedGoal-oriented
ImpersonalImpersonal
UnderstandingUnderstanding
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Next week lesson ( Planning)