Chapter 7 Communication

The Process of Communication Communication is the process of sending and receiving information by talk, gestures, or writing for some type of response or action. Learned skill 75% of day is spent communicating Includes verbal (speaking and writing) and nonverbal (body language) The two kinds of messages are: Historical information: This is information that has already happened. Action-required information: Some action must be taken based on the information in the message. 2 7.1 Chapter 7 | Communication

Barriers to Communication Barriers to communication include: lack of time fear of confrontation Cultural differences 3 7.1 Chapter 7 | Communication

Common Barriers to Effective Communication: The use of jargon. Over-complicated, unfamiliar and/or technical terms. Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page Barriers to Effective Listening for more information). Differences in perception and viewpoint. Physical disabilities such as hearing problems or speech difficulties. Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective. Language differences and the difficulty in understanding unfamiliar accents. Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. See our page on Intercultural Awareness for more information.

Obstacles to good communication Semantics: words have different meanings (mouse vs. mouse) Language differences: dialects differ Jargon: buzzwords, technical language, slang (in the loop) Tone of message: “It’s not what you say but how you say it” Prejudice/biases: preconceived idea about something Cultural differences: gumbo in N.O. is not the same gumbo as Mississippi

Personal Characteristics That Affect Communication Skills Communicating is writing or speaking, body language, eye contact, and credibility. Whenever communicating with supervisors, coworkers, or customers whose backgrounds are different, be aware of their reactions. In a restaurant or foodservice operation, it is also important that guests find the staff to be credible during communication. For servers, product knowledge is important to credibility. When a guest complains about something, the credibility of the server or manager who handles the complaint is critical to good communication. Chefs must have knowledge of processes and procedures to be credible. 6 7.2 Chapter 7 | Communication

Effective Listening Listening is the ability to focus closely on what another person is saying to summarize the true meaning of a message. An effective listener actively participates in the communication process. To be an effective listener, follow these guidelines: Prepare to listen. Show that you’re paying attention (eye contact) Don’t interrupt and don’t finish the other person’s sentences in your mind or aloud. Ask questions to clarify. Listen between the lines. Don’t overreact. Record key ideas and phrases. 7 7.2 Chapter 7 | Communication

Effective Speaking When planning a message, deliver the key points in a brief and clear manner. To ensure that the communication has covered all the vital information, answer the five “W’s” and “How” questions: Who? When? What? Why? Where? How? 8 7.2 Chapter 7 | Communication

Effective Telephone Skills You must be both an effective listener and an effective speaker: State the name of the organization, followed by the call receiver’s name, and the question, “How may I assist you?” Listen for the reason the caller has phoned the organization. Maintain a positive, polite, and courteous attitude when speaking with the caller (smile) If the caller has a large amount of information, take notes to be sure all the information is received. 9 7.2 Chapter 7 | Communication

Effective Telephone Skills Paraphrase or repeat what the caller has stated. After listening to what the caller has to say, decide whether you can resolve the caller’s problem. If you can resolve the caller’s concerns, explain to the caller any steps to be taken. Close the conversation either by explaining to the caller that you’ll be transferring him or her or asking whether there is anything else you can do to assist him or her. Write messages down on a pre-printed message form. Always end the conversation on a positive note.

Effective Writing Written business communication is another means for a manager to share information (memos, faxes, emails) Written communication pointers: Be brief and simple Be clear and complete. Review writing to be sure ideas are understandable and comprehensive. Check your work. Always write with an upbeat attitude. Read out loud to check grammar and punctuation (don’t use text-ese) Using your textbook Read pages 432-435. Focus on Table 7.3 and Figure 7.6 11 7.2 Chapter 7 | Communication

Section 7.3 Types of Communication Communication involves the exchange of information through many different types of ways.

Organizational Communication Organizational communication is the numerous messages that convey operational procedures, policies, and announcements to a wide variety of audiences (either inside the operation or outside the operation – the public) Two types of organizational communication are: mission statement: serves an internal function; describes the company’s purpose and objectives to its team and owners. vision statement: both internally and externally; defines the company’s purpose and values to employees and customers. 13 7.3 Chapter 7 | Communication

Interpersonal Communication Interpersonal communication is any two-way communication that has immediate feedback. Interpersonal communication is a key to creating a positive and respectful work environment. The goals of interpersonal communication are to achieve a specific outcome and to improve the relationships of the people involved. 14 7.3 Chapter 7 | Communication

Interpersonal Communication In interpersonal communication, one person shares information that helps the other person relate back. By sharing, the two become closer and strengthen their relationship. Verbal messages have a significant impact on interpersonal communication, and, therefore, on the relationships a manager has with employees. Empathy is the act of identifying with the feelings, thoughts, or attitudes of another person. Successful managers use all the available and appropriate ways to communicate with staff and coworkers (casual conversation and feedback) 15 7.3 Chapter 7 | Communication