OH 3-1 Agenda Review articles from Chapter 2 A little humor………. Chapter 3 – Communicating Effectively as a Leader and a Manager

OH 3-2 Communicating Effectively as a Leader and a Manager Hospitality and Restaurant Management 3 OH 3-2

OH 3-3 Chapter Learning Objectives Describe the communication process. Identify obstacles to effective communication. Identify characteristics of effective speaking. Identify types of nonverbal communication. Describe characteristics of effective listening. Use basic telephone skills. Describe a systematic process for effective writing. Identify procedures for effective organizational communication.

OH 3-4 Managers Must Be Effective Communicators They must communicate effectively with staff members. Interaction with customers is vital to the restaurant’s success. Professional development requires effective communication skills.

OH 3-5 How does this dining room service team know what they are supposed to do and how they are supposed to do it?

OH 3-6 The Communication Process 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.

OH 3-7 The Communication Process continued

OH 3-8 Communication messages can travel up, down, and across the organization. Organizational Communication

OH 3-9 Organizational Communication, continued Upward Communication Say what is important-including good and bad Be brief, accurate, suggest solutions Be sure timing is right Don’t go over boss-unless needed Downward Communication Open door policy – listen objectively Don’t overreact to bad news Share as much as you can Give feedback often, but sincere

OH 3-10 Organizational Communication, continued Lateral Communication Know peers as well as possible and as many as possible Share as needed Look at ‘big picture’ Be sincere Offer help, if possible

OH 3-11 Barriers to Communication

OH 3-12 Factors that Create Communication Barriers Semantics Jargon Gestures Cultural differences Assumptions Preconceptions Prejudices Environment Clarity Message tone Nonverbal issues

OH 3-13 Informal vs. Formal Communication 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 OH 3-10

OH 3-14 Planning the Message Be sure to cover all vital information. To do so, consider Who? What? Where? When? Why? How?

OH 3-15 How much planning does a restaurant manager do before speaking informally with an employee? Planning the Message continued

OH 3-16 Characteristics of Effective Speaker Articulates points Interacts with the receiver Personalizes the message Uses suitable language Uses appropriate nonverbal communication Varies speech patterns

OH 3-17 Assuring the Receiver Understands the Message Ask a question about the topic. Ask the receiver to paraphrase the message. Encourage the receiver to provide feedback.

OH 3-18 Nonverbal Communication The many expressions and movements of a speaker that convey information about the message being given Examples Smiles Crossed arms Gestures Body language Clothing/appearance Eye contact

OH 3-19 There are many nonverbal expressions here! Nonverbal Communication continued

OH 3-20 Listening 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.

OH 3-21 Skills of an Effective Listener Maintain eye contact. Do not interrupt. Ask questions for clarity. Rephrase/repeat what the speaker says. Use body language to show attentiveness. Take notes.

OH 3-22 Steps for Answering a Business Phone Step 1 – Identify the organization’s name, state receiver’s name, and ask, “How may I assist 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.

OH 3-23 Steps for Answering a Business Phone continued 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.

OH 3-24 How Would You Answer the Following Questions? 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.

OH 3-25 Effective Writing Three parts to most written materials Introduction Body of message Conclusion Writing is a challenge for many managers.

OH 3-26 Systematic Writing Process Think about the audience and purpose. Think about the situation and details. Think about actions you want taken. Identify message benefits.

OH 3-27 Systematic Writing Process continued 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.

OH 3-28 Writing Road Blocks Lack of planning Lack of purpose Forgetting the audience Use of incorrect style

OH 3-29 Effective Organizational Communication Messages and information that convey operating procedures, policies, and announcements to internal audiences (staff and employees) and external audiences (customers and community officials)

OH 3-30 Developing Organizational Communication

OH 3-31 Communication Styles Something the book doesn’t discuss is that each of us has a preferred communication style Communication Styles: Self-Assessment Exercise Take 15 minutes to complete the Self-Assessment Score your responses Determine preferred style

OH 3-32 Communication Styles continued Main Characteristics of Communication Styles Action Process People Idea Adjusting to Other Communication Styles

OH 3-33 How Would You Answer the Following Questions? 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 )

OH 3-34 Key Term Review Communication Decoding Encoding Environmental noise Formal communication Informal communication Information receiver Information sender

OH 3-35 Key Term Review continued Internal communication Listening Message Message channel Message context Nonverbal communication Organizational communication

OH 3-36 Chapter Learning Objectives— What Did You Learn? Describe the communication process. Identify obstacles to effective communication. Identify characteristics of effective speaking. Identify types of nonverbal communication. Describe characteristics of effective listening. Use basic telephone skills. Describe a systematic process for effective writing. Identify procedures for effective organizational communication.