Communication skills

1. Communication skills • Regardless of the size of your organization – whether it's a large corporation, a small company, or even a home-based business – you need good communication skills if you want to succeed.

2. Why Communications Skills Are So Important • The purpose of communication is to get your message across to others clearly and unambiguously.

3. The Communication Process

4. Source... • As the source of the message, you need to be clear about why you're communicating, and what you want to communicate. You also need to be confident that the information you're communicating is useful and accurate

5. Message... • The message is the information that you want to communicate.

6. Encoding... • This is the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end.

7. Channel... • Messages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.

8. Decoding... • Just as successful encoding is a skill, so is successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.)

9. Receiver... • Your message is delivered to individual members of your audience. No doubt, you have in mind the actions or reactions you hope your message will get from this audience.

10. Feedback... • Your audience will provide you with feedback, verbal and nonverbal reactions to your communicated message.

11. Communicating in Person • Making a great first impression • Body language • Learning to communicate clearly • Developing character • Active listening • Empathic listening • Working with the media

12. Meeting Communications • Running effective meetings • Writing meeting notes • Running teleconferences • Planning a workshop • The role of a facilitator • Dialogue mapping • Managing conflict in meetings

13. Negotiation • "A negotiation is an interactive communication process that may take place whenever we want something from someone else or another person wants something from us."1

14. 5 Ways To Negotiate More Effectively • 1) Learn to flinch. • 2) Recognize that people often ask for more than they expect to get. • 3) The person with the most information usually does better. • 4) Practice at every opportunity. • 5) Maintain your walk away power.

15. Negotiation • Finding a fair compromise • Negotiating a "win-win" solution • Negotiating when you can't both win • “yes” to the person “no” to the task • Finding the right negotiation style

17. Selling Skills • To sell, you must believe in your product or service - and believe in yourself. Your selling skills depend, in large part, on your level of self confidence.

18. Selling Skills For Hotel • Hotelier Sales Professionals is responsible for the successful promotion and sales of All Products and Services; Rooms, Food & Beverage, Miscellaneous (telephones, laundry, spa, etc.) and Special Events. All of these sales & marketing strategies includes but not limited to; advertising, public relations, newsletters, printed collateral, holiday cards, direct-mail campaigns, sales blitz, telemarketing activities and promotional items.

19. Topics Including • Telephone Etiquette • Market Conditions & Competition • How to Effectively Qualify • Presenting the Rate • Overcoming Price Resistance • Use of Fallback Rates • Up Selling • Closing the Sale • Recapping the Sale

21. Effective Selling Skills That Win Sales