Mastering Effective Communication Skills

1. Chapter 7 Communication

2. The Process of Communication Communication is the process of sending and receiving information by ………………………………………………………………………… • 1. …. • 2. ______% of day is spent communicating • 3. Includes _______(speaking and writing) and _________________ (body language) • The two kinds of messages are: • _______________________: This is information that has already happened. • Action-required information:……………………………………………………………………….. 7.1 Chapter 7 | Communication

3. Barriers to Communication • Barriers to communication include: • 1. • 2. • 3. Obstacles to good communication • Semantics: • Language differences: ………………………….. • Jargon: ………………………………………………….. • ____ of message: “It’s not what you say but how you say it” • ________________: preconceived idea about something • ______________ differences: gumbo in N.O. is not the same gumbo as Mississippi 7.1 Chapter 7 | Communication

4. Personal Characteristics That Affect Communication Skills • Communicating is ……………………………………………………. • Whenever communicating with supervisors, coworkers, or customers whose backgrounds are different, be aware of their_____________________. • In a restaurant or foodservice operation, it is also important that guests find the staff to be __________ during communication. • For servers, _________ knowledge is important to credibility. • When a guest complains about something, the credibility of the _________ or __________who handles the complaint is critical to good communication. • _________ must have knowledge of processes and procedures to be credible. 7.2 Chapter 7 | Communication

5. Effective Listening ______________is the ability to focus closely on what another person is saying to summarize the true meaning of a message. • An effective listener actively participates in the communication process. To be an effective listener, follow these guidelines: • Prepare to _____________. • Show that you’re paying attention: how? ___________ • Don’t ________ and don’t __________ the other person’s sentences in your mind or aloud. • Ask _______________ to clarify. • ___________ between the lines. • Don’t overreact. • _____________ key ideas and phrases. 7.2 Chapter 7 | Communication

6. Effective Speaking • When planning a message, deliver the key points in a ______ and clear manner. • To ensure that the communication has covered all the vital information, answer the five “W’s” and “How” questions: • 1. • 2. • 3. • 4. • 5. • 6. 7.2 Chapter 7 | Communication

7. Effective Telephone Skills • You must be both an effective listener and an effective speaker: • State the name of the organization, followed by ………………………………………………………… • Listen for the ______________ the caller has phoned the organization. • Maintain a __________, __________, and _________attitude when speaking with the caller (smile) • If the caller has a large amount of information, take __________ to be sure all the information is received. 7.2 Chapter 7 | Communication

8. Effective Telephone Skills ______________ or repeat what the caller has stated. After listening to what the caller has to say, decide whether you can ……………………………………. If you can resolve the caller’s concerns, explain to the caller any ………………………………. Close the conversation either by explaining to the caller that you’ll be ____________ him or her or asking whether there is anything else you can do to assist him or her. Write messages down on a pre-printed message form. Always end the conversation on a ___________ note.

9. Effective Writing • Written business communication is another means for a manager to share information…………………………….. • Written communication pointers: • Be_______________ and _________________ • Be clear and _____________. • Review writing to be sure ____________ are understandable and comprehensive. • Check your work. • Always write with an __________ attitude. • Read out loud to check _________and ____________ (don’t use ______________) 7.2 Chapter 7 | Communication

10. Organizational Communication Organizational communication: messages that convey operational procedures, policies, and announcements to a wide variety of audiences ………………………………………………………………………….. • Two types of organizational communication are: • __________________: serves an internal function; describes the company’s purpose and objectives to its team and owners. • ___________ statement: both internally and externally; defines the company’s purpose and values to employees and customers. 7.3 Chapter 7 | Communication

11. Interpersonal Communication ________________________________is any two-way communication that has immediate feedback. • Interpersonal communication is a key to creating a __________ and ______________ work environment. • The goals of interpersonal communication are to achieve a ______ outcome and to improve the ______________ of the people involved. 7.3 Chapter 7 | Communication

12. Interpersonal Communication • In interpersonal communication, one person ____________information that helps the other person relate back. By sharing, the two become ________ and strengthen their relationship. • Verbal messages have a significant impact on interpersonal communication, and, therefore, ………………………………………………………………….. • _______________is the act of identifying with the feelings, thoughts, or attitudes of another person. • Successful managers use all the available and appropriate ways to communicate with staff and coworkers ……………………………………………………… 7.3 Chapter 7 | Communication