1. WORKING WITH COLLEGUES AND CUSTOMERS
Working with Colleagues and Customers - SITXCOM001A
WORKING WITH COLLEGUES AND CUSTOMERS
AGENDA
TOPIC 2: Communication Basics
-A Communicating with Colleagues, Customers, Suppliers etc.
-Communication Process
-Forms of Communication (non verbal etc..)
-Barriers of Communication
-Questioning Skills
-Listening Skills / Empathy-active listening skills
-Body language in Communication.
Presentation_7 // 13 TAFE NSI Ryde/MB_ZGtbc_2013

2. On successful completion of this module 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.

3. ATTRIBUTES OF PROFESSIONAL TOURISM & HOSPITALITY STAFF
Good communication skills
Cultural Awareness
Strong Customer Focus
Smart presentation and grooming
Organisational skills
Ability to work in a team
Good technical skills and knowledge
Selling Skills & good product and local knowledge
Positive Attitude
Student Exercise – Video
Answer Questions 1 and 2
Show Video and Answer remaining questions

4. Lesson 1 in the workplace with customers and colleagues from diverse background
Communication

5. HOW DO WE COMMUNICATE? Verbal Non Verbal
Q – What are the 2 ways we communicate?

6. WHO DO WE COMMUNICATE WITH?
INTERNAL CUSTOMERS
All the people with whom we work
EXTERNAL CUSTOMERS
All our customers that use our services
Q. Examples of Internal customers
Q. Examples of External customers

7. WHEN WE COMMUNICATE IS IT IMPORTANT TO BE:
Polite, professional and friendly
Use a appropriate tone
Use appropriate body language
Show sensitivity to cultural and social difference
Actively listen
Ask questions to facilitate understanding

8. VERBAL COMMUNICATION We should always Have an open, friendly manner
Be Professional - our pitch, tone and speed of speech
Use appropriate language - no slang or ‘jargon’

9. Communication Process

10. How We Communicate Correct and appropriate language:
eg. “Your welcome”
“It’s my pleasure”
“Certainly Madam/Sir”
Avoid: “Hi”
“No worries”
“She’ll be right mate!”

11. Communication Process
Be aware of individual person space (the distance required between 2 people in which both feel comfortable when interacting
Maintain eye contact and be aware of facial expressions
Maintain strong posture and develop appropriate hand and body movements
Maintain a high standard of personal presentation

12. TONE OF VOICE Conveys your attitude Conveys your feelings
Can show if we are:
Genuine
Rushed
Rude
Professional
Tired/Bored
Warm and Friendly
“Tone of Voice Exercise”

13. LISTENING We should always practice Active Listening
Stop Talking - Decide you want to listen
Avoid Distractions
Concentrate on what the other person is saying
Provide feedback to the other person to ensure we have understood - with eye contact and facial expressions
Remember the difference between Listening and Hearing

14. LISTENING
Remember
If there is no listening - there is no communication
Active listening is a skill
Good listening skills need practice
Don’t be judgmental or make assumptions –
BE A GOOD LISTENER
“Listening Exercise”

15. QUESTIONING OPEN QUESTIONS CLOSED QUESTIONS
We should always try to use open questions using sentences beginning with How, Why, When, What to find out exactly what the customer wants
CLOSED QUESTIONS
These only require a yes or no reply and should be avoided where possible
REFLECTIVE QUESTIONS
Provide feedback to customer and show we are listening and understanding
Q. What is an example of a “Open Question”
Q. What is an example of an “Closed Question”

16. NON VERBAL COMMUNICATION
Body Language
Personal Presentation
Written Communication
Electronic Communication
Q. What are example of “written communication” used in the Hospitality Industry
Handout – Body Language
Exercise showing Non Verbal Communication – Written “Can you follow Directions”

17. NON-VERBAL COMMUNICATION
In the hospitality industry, egs. of written communication include:
Recording and confirming accommodation reservations and restaurant reservations
Letters of appointment
Memos
Incident reports
Guest requests
Telephone messages
Policies and procedures
Stock orders
Resumes and job applications
reports

18. NON VERBAL COMMUNICATION -Written-
Convey message clearly
Use correct grammar
Check your spelling
Record date and time
Write legible
Record message

19. ‘SOMETIMES ACTIONS SPEAK LOUDER THEN WORDS’

20. OPEN/POSITIVE BODY LANGUAGE
Using open handed gestures
Genuine Smile
Nodding of head
Good eye contact
Good presentation
Relaxed face and body movement

21. Basic Signs of Body Language
SIGNAL
MESSAGE
OPEN/CLOSED
Smile
Pleasure,
happiness
open
Frown
Disapproval,
Anger
closed
Shrugging shoulders
Don’t know or understand or care
Nodding head
Yes, agree, understand
Shaking head
No, disapproval, don’t understand

22. CLOSED/NEGATIVE BODY LANGUAGE
Folded arms
Shrugging of shoulders
Avoiding eye contact
Hands over mouth
Frowning and looking bored
Poor personal presentation

23. BARRIERS TO COMMUNICATION
A barrier to effective communication is anything that gets in the way or inhibits the communication process and may include:
Communication chain too long
Message Overload
Physical barriers - noise, etc
Using the wrong words - especially industry ‘jargon’
Cultural differences - people who speak different languages
Poor listening skills