Chapter 2 Effective Communication

1. Chapter 2Effective Communication Supervision in the Hospitality Industry Fourth Edition (250T or 250)

2. Competencies forEffective Communication • Identify common misconceptions, barriers, and biases that interfere with effective communication. • Explain the steps that supervisors can take to speak effectively on the job. • Identify ways that supervisors can improve their listening skills. (continued)

3. Competencies forEffective Communication (continued) • Identify active listening skills and apply them in supervisory situations. • Describe nonverbal communication and explain how knowledge of it can help you on the job. • Explain the importance of good writing, and identify how you can make your business writing more effective. • Identify techniques for communicating by e-mail.

4. Communication Myths • “We communicate only when we want to communicate.” • “Words mean the same to me and to you.” • “We communicate chiefly with words.” • “Nonverbal communication is silent communication.” (continued)

5. Communication Myths (continued) • “The best communication is a one-way message—from me to you.” • “The message I communicate is the message that you receive.” • “There is no such thing as too much information.”

6. Barriers to Effective Communication • Distractions • Differences in background • Poor timing • Emotions • Personality differences • Prejudice • Differences in knowledge and assumptions • Stress

7. Biases Affecting Communication • First impressions • Stereotypes • Just-like-me • Halo or pitchfork effect • Contrast effect • Leniency/severity effect

8. Obstacles to Listening • Mind wanders • Tuning out • Distractions • Prejudices • Too many notes

9. Four Stages in Active Listening • Focusing • Interpreting • Evaluating • Responding

10. Active Listening—Focusing • Decide to listen. • Create the proper atmosphere. • Focus on the speaker. • Show that you are paying attention.

11. Active Listening—Interpreting • Keep from judging. • Determine the speaker’s meaning. • Confirm that you understand the meaning. • Show that you understand. • Reach a common understanding.

12. Active Listening—Evaluating • Gather more information. • Decide whether the information is genuine. • Evaluate the information. • Communicate your evaluation.

13. Active Listening—Responding • Learn what the speaker expects. • Consider your own time and energy. • Decide what to do.

14. Active Listening Skills • Mirroring—repeating exactly some of the speaker’s key words • Paraphrasing—using your own words to restate the speaker’s feelings or meaning • Summarizing—condensing and stressing the speaker’s important points (continued)

15. Active Listening Skills • Self-disclosure—showing how you feel about what the speaker said • Questioning/Clarifying—asking questions to ensure understanding (continued)

16. Open-Ended Questions Ask open-ended questions to: • Begin a discussion—“What do you think about …” • Understand the speaker’s ideas—“Can you tell me …” • Examine a touchy subject—“How do you feel about …” • Avoid influencing an answer—“Tell me more about …”

17. Specific Questions Ask specific (or closed-ended) questions to get details: • Who • What • Where • When • Why • Which • How many

18. Keeping the Speaker Speaking • “I understand.” • “Tell me more.” • “Let’s talk about it.” • “I see.” • “This seems very important to you.” • “I’d like to hear your point of view.” • “Really.”

19. Non-Verbal Communication • Facial expression • Eyes • Posture • Gestures • Body movement

20. Writing Tips • Plain English • Short sentences • Inverted pyramid • Topic sentence • Clear, concise, to the point