17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Communication and Decision Making

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Managerial Communication Personal face-to-face Telephone Mail/fax Memos, reports, written communication , Internet web sites

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Communication Exchange of information Transmission of meaning Sender communicates a thought or idea and the receiver perceives exactly the intended meaning

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Two Types of Communication Interpersonal –Communication between two or more people Organizational –All the forms of communication that occur among individual groups or departments

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker 7 Elements of the Interpersonal Communication Process 1.The communication source 2.The message 3.Encoding 4.Decoding 5.The receiver 6.Feedback 7.The channel

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Ways to communicate interpersonally Nonverbal Body language –Facial expressions –Gestures Verbal intonation

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Barriers to effective interpersonal communication Perception Semantics Non-verbal communication –Misinterpretations –Multi-cultural issues Ambiguity Defensiveness

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Overcoming barriers Use feedback –Restate message for clarity Active listening Avoid triggering defensiveness

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Formal v. Informal Communication Formal –Used by managers to communicate job requirements –Follows chain of command Informal –Discussion not pertaining to job duties –Does not follow chain of command

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Flow of Communication Upward Downward Lateral Diagonal

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Communication Networks Chain Wheel All-channel The grapevine

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Decision Making process 1.Identify and define problem 2.Identify decision criteria 3.Allocation of weights to criteria 4.Development of alternatives 5.Analysis of alternatives 6.Selection of alternative 7.Installation of alternative 8.Evaluation of decision effectiveness

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Making Decisions Rationality Bounded rationality Intuition –Values- and ethics based –Experience based –Affect initiated based –Cognitive-based –Subconscious based

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Types of Decisions Programmed Non-programmed Conditions under which decisions are made –Certainty –Risk –Uncertainty

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Decision Making Styles Way of thinking Tolerance for ambiguity Directive Analytical Conceptual Behavioral

17 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Trends in Decision Making Technology Management Support Systems