F&B Steward's BIBLE Convivial. Objective Steward’s BibleBetter Guest Relations Repeat Guests, Higher Revenues.

Slides:

Advertisements

Similar presentations

R ESTAURANT M ANAGEMENT (HM 432) CHAPTER 3 Communicating Effectively as a Leader and a Manager.

Advertisements

This unit is to prepare you for employment in sales.

Nonverbal Communication Actions, as opposed to words, that send messages Body language, behavior Some messages are subtle, such as posture Can be so strong.

Effective Communication

The World of Customer Service, 2e Odgers 1 Chapter 10 Chapter 10 Nonverbal Communication, Dress, and Manners Objectives Understand the elements and interpretations.

INTERVIEWING the principles behind the art. A verbal and nonverbal dialog between two people whose behaviors affect each other’s style of communication.

Delivery: Vocal & Nonverbal Communication International Debate Education Association.

1.02 Understand effective communication. Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good.

Chapter 11 Learning Together. Building Relationships with Children  Nonverbal messages 70 percent of our message uses no words Includes facial expression.

Hospitality Operations Analysis Ch 03: The Human Side of Personal Elements Dr. Edward A. Merritt The Collins Endowed Chair of Management California State.

Body Language. Introduction 93% communication is non verbal: Body Language 55% Tone of Voice 38% Verbal 7%

NON-VERBAL COMMUNICATION

Verbal & Non-Verbal Communication Active & Passive Listening

EFFECTIVE COMMUNICATION

WHAT ARE ‘ESSENTIAL QUESTIONS’???? The main questions each class lesson aims to answer by the end of the class. They are the important themes or key points.

Bell Ringer What are two non-verbal communication habits that are most distracting when someone is talking or presenting? Explain the behavior and why.

Gestures and Body Movements By Lela M. Hankins Lela M. Hankinsand Donald W. Larson Donald W. Larson May 7, 2005.

Obj.1.03 Practice interpersonal skills Ms. Jessica Edwards, M.A.Ed.

What do all of these have in common?

Cassandra McGilbray, Director

Warm-Up List as many ways that you can think of that people communicate with each other. Circle the three that you do most. Think back 5 years. Were these.

Module 1, Unit 2, Transparency #1 Assisting Students with Disabilities: A Training Program for Paraeducators Module 1, Unit 2: Communication & Teamwork.

Chapter 6 Therapeutic Communication

Effective Communication. Elements of Communication Speaker: someone who wishes to communicate a message Listener: the receiver of the message (in most.

Craig Seganti by Amber Brink.

Nonverbal Communication

Warm Up How important do you consider effective communication skills? Write a brief paragraph about the importance of effective communication skills.

Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.

Module 5, Lesson 2 Effective Communication with Co-Workers Nonverbal Communication.

10 WAYS TO PREPARE YOURSELF TO EFFECTIVELY COMMUNICATE WITH YOUR COWORKERS Effective Communication with Coworkers.

Putting Communication to Work for You. Why is it Important?? What you say and how you makes a difference in the messages you send. Appropriate actions.

Independent Quick Write Be prepared to share your responses to the following questions, with the class. You will have Give some examples of people working.

How to Find Your Way Around 1. You can play the PowerPoint, and find the Test here.

Communicating Effectively How are your communication skills?

Talking and Listening Skills SOW3350 and SOW5379 Professor Nan Van Den Bergh, PhD, LCSW.

Speaking, Writing, and Listening Skills

Psychology of Service HRT 382. Thanks to: E. Jerome McCarthy, author of “Basic Marketing: A Managerial Approach” William B. Martin, author of “Quality.

Public Speaking Nonverbal Communication. Vocabulary  Nonverbal Message- Facial expressions or body language used to convey messages  Body language-

Principles of Communication and Counseling. Topic 75: Principles of Communication and Counseling Learning Objectives Explain the applications of counseling.

Non Verbal Communication How necessary is it to use and interpret it? Demosthenous Christiana.

 Gawtham Karthik R  Rajeev Gandhi B  Karthika Venkatesan  Anugraha S  Dinesh Kumar S  Swaminathan K  Aarthi Aravind.

Communication Additional Notes. Communication Achievements 7% of all communication is accomplished Verbally. 55% of all communication is achieved through.

Communication. Communication Is the act of getting a message from point A to point B; to from point A to point B; to convey thoughts, information, convey.

Module 1 Setting the stage for Hospitality for Hospitality Where we have learned about service and hospitality ? Principles of hospitality The 3 elements.

BLOCK TWO COMMUNICATION IS KEY !. Welcome This training block was created to bridge the gap between supervisors and workers. The goal of the block is.

Business Communication

Therapeutic Communication

Personal BehaviorLesson 3, Chapter 21 Behaving Positively.

Communication What is transmitted? Information Information Feelings about Information Feelings about Information Feelings about Other Person Feelings about.

1 Professional Communication. 1 Professional Communication.

Perceptions How you see things. To perceive: to gain an understanding of a person, idea, or situation. / What builds our perceptions / Past experiences.

Effective Refusal Skills to Negative Peer Pressure.

1 Behaving Positively. 2 Motivation How do you react when someone wants you to do something you are not sure is right? Today, you’ll learn skills that.

© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter.

WELCOME TO UNIT 5 Customer Service MT 221 Marilyn Radu, Instructor.

Finding the Real Story…. Listening with a Counselor’s Ear.

Listening & Non-Verbal Communication Mrs. Berry 8 th Grade Medical Skills & Services.

By : Y N Jagadeesh Trainer – Soft skills Blue HR Solutions.

Chapter 5 Relationships: The Teen Years Lesson 2 Practicing Communication Skills >> Main Menu Next >> >> Chapter 5 Assessment Click for: Teacher’s notes.

Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS.

Chapter 5 Lesson 2 What is communication?. Communication is when 2 or more people exchange thoughts, feelings, and beliefs. Listening and speaking form.

NONVERBAL COMMUNICATION.  As much as 93 % of communication is nonverbal, with 55% sent through facial expression, posture, and gestures and 38% through.

 Is the exchange of thoughts, feelings, and beliefs between two or more people  Effective communication  Clearly say what you mean  I messages  Pay.

WELCOME TO UNIT 6. Unit 6 Nonverbal Communication Objectives Understand the elements and interpretations of body language Cite examples of business etiquette.

1 COMMUNICATION SKILLS UNT in partnership with TEA. Copyright ©. All rights reserved.

Standard 4.1 Aptitudes in Customer Service. Aptitudes.

The Sales Process Seven Steps of Selling.

Krista Cohen Maura Herman Lauren Thomas.  Body Language ◦ a form of mental and physical ability of human non-verbal communication which consists of body.

Business Communication

Presentation transcript:

F&B Steward's BIBLE Convivial

Objective Steward’s BibleBetter Guest Relations Repeat Guests, Higher Revenues

Quality Service

Define your standards of quality service with Measurable indicators Assess your current situation Develop effective service-improvement strategies Initiate your solutions carefully Provide feedback, recognition, and rewards

ProceduralConvivial

Convivial

Convivial Criteria Attitude Body language Tone of voice Tact Naming names Attentiveness Guidance Suggestive selling Problem-solving

One’s attitude is communicated to others. Maintaining a Positive Attitude- which is communicated through behavior and verbal cues- is essential to the provision of quality service.

Body language can convey up to two-thirds of the message in a typical conversation. Facial expressions,eye contact and smiles as well as controlled hand and body movements communicate much of the service persons attitude towards the guest.

Knowing the right thing to say under different circumstances is an important skill for a service personnel to master.

One of the best ways to relate to the guests personally is calling them by names. Use of guest names reflects the special care for them.

Quality service people see themselves as sales representatives. They understand that business depends on sales and their job is to sell.

Guest problem or complaints should always be handled calmly, smoothly and tactfully. The guest should be convinced that their problems, concerns or complaints are always welcome and should be handled effectively.