SITXCOM001A Work with colleagues and customers w.edu.au wikispaces.net

O N SUCCESSFUL COMPLETION OF THIS CHAPTER YOU WILL BE ABLE TO : Communicate with others Maintain personal presentation standards Provide service to colleagues and customers Respond to conflicts and customer complaints Work in a team.

W HO IS A C USTOMER someone who pays for goods or services Who are some customers we see in hotels? Travel & Tour tourists Accommodation – hotel staying guests Guests who use Restaurant/Café/Bar/Club/Casino Guests attending Events, Conferences, Weddings Airlines crew

E XTERNAL V S I NTERNAL C USTOMERS Who is an external customer? Examples travelling alone, with family or friends business travellers women – single, pregnant, with young children travellers with special cultural and/or language needs travellers with disability/ special needs /budget backpackers /luxury/five star travellers product preferences industry partners Who is an internal customer? Examples peers subordinates supervisors colleagues in other departments

C OMMUNICATION Communication is a process of transferring information from one entity to anotherinformation Workplace communication is between ourselves and our colleagues ( internal customers ) and between ourselves and clients ( external customers ).

C OMMUNICATION Communication is more than just telling someone something. It involves the transfer of information and understanding from one person to another. It is successful only when it is understood by the receiver in the manner the sender intended. How something is said is often more important than the words which are being spoken. In fact, only about 7% of a message is taken in through words, 23% by the tone of the voice and the final 70% through body language.

C OMMUNICATION Irrespective of who we communicate with, the golden rules of communication are: Be polite, professional and friendly Use an appropriate tone Use appropriate body language Show sensitivity to differences Actively listen Ask questions to facilitate understanding

H OW TO C OMMUNICATE WITH CUSTOMERS The message is interpreted and decoded Receiver The response is encoded and transmitted The response is decoded and translated Sender An idea or message is encoded and sent

C OMMUNICATION M ODEL Encode Sender Background Culture Religion Education Experience Ideas Feelings Gender Age Self concept Decode Receiver Background Culture Religion Experience Education Ideas Feelings Gender Age Self Concept Noise or interference Message Feedback Channels

H OW TO C OMMUNICATE WITH CUSTOMERS Stages of communication The sender – how this person communicates is – is based on level of education, self-image, cultural background, family, friends, attitude, feelings and emotions. The message – the link between sender and receiver. May be written, verbal, non-verbal or all three. The receiver –is similar to sender - It is not relevant if receiver agrees with message, what is important is that message is received as intended. Feedback – receiver lets sender know that message has been received and understood