 Leaders are Effective Communicators HOSPITALITY AND RESTAURANT MANAGEMENT

 Vision, Mission, Goals and Objectives  Stephen R. Covey – Stephen Covey: Goals and Priorities WHY COMMUNICATION?

 Describe the communication process.  Identify obstacles to effective communication.  Identify characteristics of effective speaking.  Identify types of nonverbal communication.  Describe characteristics of effective listening.  Understand basic telephone skills.  Describe a systematic process for effective writing.  Identify procedures for effective organizational communication. CHAPTER LEARNING OBJECTIVES

 They must communicate effectively with staff members.  Interaction with customers is vital to the restaurant’s success.  Owners, suppliers and the community have interactions with managers as well.  Professional development requires effective communication skills. MANAGERS MUST BE EFFECTIVE COMMUNICATORS

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

 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. THE COMMUNICATION PROCESS

THE COMMUNICATION PROCESS CONTINUED who how where what

 Encoding  Developing the message  Done by the sender  Decoding  Translating the message  Done by the receiver ENCODING AND DECODING

 Historical Information ~ no action required  Action – Oriented Information ~ requires action  Impending – Action Information ~ future action TYPES OF MESSAGES

Communication messages can travel up, down, and across the organization. ORGANIZATIONAL COMMUNICATION

 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/ or is necessary  Give feedback often, but sincere ORGANIZATIONAL COMMUNICATION, CONTINUED

 Lateral Communication  Know peers as well as possible and as many as possible  Share as needed/ necessary  Look at ‘big picture’  Be sincere  Offer help, if possible ORGANIZATIONAL COMMUNICATION, CONTINUED

BARRIERS TO COMMUNICATION Noise, environment, language, cultural differences, tone of message, nonverbal communication, and lack of comprehension can be barriers to communication.

 Semantics  Jargon  Gestures  Cultural differences  Assumptions  Poor Timing Chapter 3 resources\What is Causing the Communicatio Problem.pdf  Prejudices  Environment  Clarity  Emotions/Stress  Message tone  Nonverbal issues FACTORS THAT CREATE COMMUNICATION BARRIERS

 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 INFORMAL VS. FORMAL COMMUNICATION OH 3-10

Be sure to cover all vital information. To do so, consider  When?  Why?  How? PLANNING THE MESSAGE  Who?  What?  Where?

 How much planning does a restaurant manager do before speaking informally with an employee? Planning the Message, continued

TYPES OF WRITTEN COMMUNICATION Responses to social media, see box on page 86.

 Articulates points  Interacts with the receiver  Personalizes the message  Uses suitable language  Uses appropriate nonverbal communication  Varies speech patterns CHARACTERISTICS OF EFFECTIVE SPEAKERS

 Ask a question about the topic.  Ask the receiver to paraphrase the message.  Encourage the receiver to provide feedback. ASSURING THE RECEIVER UNDERSTANDS THE MESSAGE

 Encoding  Developing the message  Done by the sender  Decoding  Translating the message  Done by the receiver  Examples: manager looks to see if message was decoded correctly ENCODING AND DECODING

 Verbal  The message itself, the words you say  Vocal  Element of your voice: the intonation, projection and resonance of the voice that carries those words.  Visual  What people see: your face and your body EFFECTIVE COMMUNICATION

Most effective communication: Verbal7% Vocal38% Visual55% (facial) Total100% Professor Albert Mehrabian, Professor Emeritus of Psychology, UCLA "Silent Messages" -- A Wealth of Information About Nonverbal Communication (Body Language), Mehrabian, A. (1981). VERBAL-VOCAL-VISUAL

 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 NONVERBAL COMMUNICATION

1.Eye Communication 2.Posture/Movement 3.Gestures 4.Facial Expression 5.Dress/Appearance 6.Voice/Vocal Variety 7.Touch KEY ELEMENTS OF NON-VERBAL COMMUNICATION

 Consider:  Context  Clusters  Relation to what is being said  Consistency  Cultural influences DECODING NON-VERBAL COMMUNICATION

There are many nonverbal expressions here! Nonverbal Communication continued

 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. LISTENING

 Maintain eye contact.  Do not interrupt.  Ask questions for clarity.  Rephrase/repeat what the speaker says.  Use body language to show attentiveness.  Take notes. SKILLS OF AN EFFECTIVE LISTENER

 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. STEPS FOR ANSWERING A BUSINESS PHONE

 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. STEPS FOR ANSWERING A BUSINESS PHONE CONTINUED

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. HOW WOULD YOU ANSWER THE FOLLOWING QUESTIONS?

 Three parts to most written materials  Introduction  Body of message  Conclusion  Writing is a challenge for many managers. EFFECTIVE WRITING

 Think about the audience and purpose.  Think about the situation and details.  Think about actions you want taken.  Identify message benefits. SYSTEMATIC WRITING PROCESS

 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. SYSTEMATIC WRITING PROCESS, CONTINUED

 Lack of planning  Lack of purpose  Forgetting the audience  Use of incorrect style WRITING ROAD BLOCKS

 Messages and information that convey operating procedures, policies, and announcements to internal audiences (staff and employees) and external audiences (customers and community officials) EFFECTIVE ORGANIZATIONAL COMMUNICATION

Developing Organizational Communication

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 ) HOW WOULD YOU ANSWER THE FOLLOWING QUESTIONS?

KEY TERM REVIEW Boilerplate A term that relates to portions of contracts that do not change when they are used with different parties. Chain of command The way in which authority flows from one management level to the next. Communication The process of sending and receiving information by speech, gestures, or writing to receive a response or action. Constructive feedback Feedback that focuses on specific aspects of performance and can be positive, such as emphasizing desired performance, or negative, such as addressing performance that should be improved. Environmental noise Any sound, such as loud talking or blaring radios, that interferes with communication. External communication Communication that builds the customer base and helps build and maintain the establishment’s desired identity throughout the community.

KEY TERM REVIEW CONTINUED

 Describe the communication process.  Identify obstacles to effective communication.  Identify characteristics of effective speaking.  Identify types of nonverbal communication.  Describe characteristics of effective listening.  Understand basic telephone skills.  Describe a systematic process for effective writing.  Identify procedures for effective organizational communication. CHAPTER LEARNING OBJECTIVES— WHAT DID YOU LEARN?