1. Communication and Telephone Strategies
How May I Help You?
Communication and Telephone Strategies
Culinary Arts

2. Copyright © Texas Education Agency, 2014. All rights reserved.
Copyright © Texas Education Agency, These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX ; phone ;
Copyright © Texas Education Agency, All rights reserved.

3. Copyright © Texas Education Agency, 2014. All rights reserved.
Communication
Copyright © Texas Education Agency, All rights reserved.

4. Copyright © Texas Education Agency, 2014. All rights reserved.
Process
Communication
Sending
Receiving
Gestures
Talking
Response
Writing
Communication is the process of sending and receiving information by gestures, talking or writing for a response or action.
Copyright © Texas Education Agency, All rights reserved.

5. Copyright © Texas Education Agency, 2014. All rights reserved.
Communication
Sending
Receiving
Gestures
Talking
Response
Writing
Verbal
Speaking
Nonverbal
Body language
Communication also includes both verbal and nonverbal communication.
Verbal communication is the sharing of information between individuals by using speech or writing s, letters, memos and messages.
Nonverbal communication is the process of communication through sending and receiving wordless (mostly visual) cues between people that includes gestures, facial expressions and body language.
Copyright © Texas Education Agency, All rights reserved.

6. Copyright © Texas Education Agency, 2014. All rights reserved.
Basic Skills
Listening
Speaking
The ability to focus closely on what another person is saying
Involves understanding what you hear
Focus on the speaker’s face and eyes
Occurs when you say something
Includes:
Your posture
Your tone of voice
Words you choose
Listening:
you must pay attention when you listen to someone
be sure not to interrupt
you may ask questions to clarify
Speaking:
includes how you organize and present your thoughts
Copyright © Texas Education Agency, All rights reserved.

7. Copyright © Texas Education Agency, 2014. All rights reserved.
Telephone
Telephones are a vital part of a business.
Copyright © Texas Education Agency, All rights reserved.

8. Copyright © Texas Education Agency, 2014. All rights reserved.
Business Calls
Customers
Vendors
Will call the business for:
Information
Catering
Directions
Hours of operation
Will call the business for:
Delivery times
New products
Purchase orders
Business calls are usually made by customers and vendors.
Customers will also call to complain about the food.
Vendors can either sell food or equipment to the business.
Can you think of other reasons customers may call the business?
Copyright © Texas Education Agency, All rights reserved.

9. Copyright © Texas Education Agency, 2014. All rights reserved.
Telephone Techniques
What is more important?
What you say or how you say it?
More Considerations:
Background noise
Non-verbal communication
Service businesses expect
Voice levels
Let’s get back to the first question and consider.… “Is what you say more or less important than how you say it?”
Many people will argue one over the other, that WHAT you say is more important while others will argue the point that HOW you say something is more important.
Truth – They are BOTH important! When on a telephone, neither party has the opportunity to watch or “read” the other person.
The use of nonverbal communication, such as hand gestures and facial expression, is not an option. So, how you say something is as important as what you say.
Other distractions can also interfere such as background noise, phone line issues, a soft-spoken person versus a voice that carries, and most of all, remembering you are in a service business and your business depends on good service.
Customers expect courtesy and that begins at the front of the restaurant and on the phone.
Copyright © Texas Education Agency, All rights reserved.

10. Answering the Telephone
Smile
Speak clearly and calmly
Be polite and helpful
Be able to:
Answer most frequently asked questions
Provide directions to the business
The way you communicate over the telephone can make a difference to your employer.
Be sure not to eat, drink or chew gum while speaking on the phone.
Copyright © Texas Education Agency, All rights reserved.

11. Copyright © Texas Education Agency, 2014. All rights reserved.
Greeting
Thank the caller for calling
Depending on the time of day, say:
Good morning
Good afternoon
Good evening
Identify the name of the business
Provide your name
Be sure to follow the guidelines set forth by your business.
Copyright © Texas Education Agency, All rights reserved.

12. Copyright © Texas Education Agency, 2014. All rights reserved.
Messages
Date
Time of call
Name of caller
Name of person who should
receive message
Message
If you need to take a message, be sure to have pen and paper available.
Repeat the message to the caller, ask how to spell their name and the name of the company if you are not sure.
Be sure to give the message to the intended person.
Copyright © Texas Education Agency, All rights reserved.

13. 4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies.
Click on the image to view the video:
4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies.
(click on image)
Copyright © Texas Education Agency, All rights reserved.

14. Copyright © Texas Education Agency, 2014. All rights reserved.
Questions?
Copyright © Texas Education Agency, All rights reserved.

15. References and Resources
Images:
Microsoft Office Clip Art: Used with permission from Microsoft.
Textbooks:
Culinary essentials. (2010) Woodland Hills, CA: Glencoe/McGraw Hill.
Foundations of restaurant management & culinary arts. (2011). Boston: Prentice Hall.
Littrell, J. J., Clasen, A. H. & Pearson, P. (2004). From school to work. Tinley Park, IL: Goodheart-Willcox.
Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Willcox.
YouTube™:
4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies.
Copyright © Texas Education Agency, All rights reserved.