Communication and Telephone Strategies How May I Help You? Communication and Telephone Strategies Culinary Arts

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Copyright © Texas Education Agency, 2014. All rights reserved. Communication Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Process Communication Sending Receiving Gestures Talking Response Writing Communication is the process of sending and receiving information by gestures, talking or writing for a response or action. Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Communication Sending Receiving Gestures Talking Response Writing Verbal Speaking Nonverbal Body language Communication also includes both verbal and nonverbal communication. Verbal communication is the sharing of information between individuals by using speech or writing emails, letters, memos and messages. Nonverbal communication is the process of communication through sending and receiving wordless (mostly visual) cues between people that includes gestures, facial expressions and body language. Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Basic Skills Listening Speaking The ability to focus closely on what another person is saying Involves understanding what you hear Focus on the speaker’s face and eyes Occurs when you say something Includes: Your posture Your tone of voice Words you choose Listening: you must pay attention when you listen to someone be sure not to interrupt you may ask questions to clarify Speaking: includes how you organize and present your thoughts Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Telephone Telephones are a vital part of a business. Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Business Calls Customers Vendors Will call the business for: Information Catering Directions Hours of operation Will call the business for: Delivery times New products Purchase orders Business calls are usually made by customers and vendors. Customers will also call to complain about the food. Vendors can either sell food or equipment to the business. Can you think of other reasons customers may call the business? Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Telephone Techniques What is more important? What you say or how you say it? More Considerations: Background noise Non-verbal communication Service businesses expect Voice levels Let’s get back to the first question and consider.… “Is what you say more or less important than how you say it?” Many people will argue one over the other, that WHAT you say is more important while others will argue the point that HOW you say something is more important. Truth – They are BOTH important! When on a telephone, neither party has the opportunity to watch or “read” the other person. The use of nonverbal communication, such as hand gestures and facial expression, is not an option. So, how you say something is as important as what you say. Other distractions can also interfere such as background noise, phone line issues, a soft-spoken person versus a voice that carries, and most of all, remembering you are in a service business and your business depends on good service. Customers expect courtesy and that begins at the front of the restaurant and on the phone. Copyright © Texas Education Agency, 2014. All rights reserved.

Answering the Telephone Smile Speak clearly and calmly Be polite and helpful Be able to: Answer most frequently asked questions Provide directions to the business The way you communicate over the telephone can make a difference to your employer. Be sure not to eat, drink or chew gum while speaking on the phone. Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Greeting Thank the caller for calling Depending on the time of day, say: Good morning Good afternoon Good evening Identify the name of the business Provide your name Be sure to follow the guidelines set forth by your business. Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Messages Date Time of call Name of caller Name of person who should receive message Message If you need to take a message, be sure to have pen and paper available. Repeat the message to the caller, ask how to spell their name and the name of the company if you are not sure. Be sure to give the message to the intended person. Copyright © Texas Education Agency, 2014. All rights reserved.

4 Tips for Better Phone Communication When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in? Learn how to radiate personality over the phone with the four simple strategies. Click on the image to view the video: 4 Tips for Better Phone Communication When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in? Learn how to radiate personality over the phone with the four simple strategies. http://youtu.be/Kv3q2vcGq74 (click on image) Copyright © Texas Education Agency, 2014. All rights reserved.

Copyright © Texas Education Agency, 2014. All rights reserved. Questions? Copyright © Texas Education Agency, 2014. All rights reserved.

References and Resources Images: Microsoft Office Clip Art: Used with permission from Microsoft. Textbooks: Culinary essentials. (2010) Woodland Hills, CA: Glencoe/McGraw Hill. Foundations of restaurant management & culinary arts. (2011). Boston: Prentice Hall. Littrell, J. J., Clasen, A. H. & Pearson, P. (2004). From school to work. Tinley Park, IL: Goodheart-Willcox. Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Willcox. YouTube™: 4 Tips for Better Phone Communication When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in? Learn how to radiate personality over the phone with the four simple strategies. http://youtu.be/Kv3q2vcGq74 Copyright © Texas Education Agency, 2014. All rights reserved.