Communication is more than just talking; it involves all of our sensessight, sound, touch, taste, smell and the more senses we use the better we are able to communicate our message. Most of us assume that 'talking' means we are communicating; while talking is a form of communication, it doesn't mean that effective communication has in fact taken place.
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Communication is about passing information from one person to another. It can be up or down, as in a chain of command, or sideways, as in a conversation with a friend. Communication, to be successful, must be twoway.
Effective communication exists when what one person communicates is received by another as intended. It is most readily received if it is relevant to the receiver's needs and interests.
Communication takes place every day between a variety of people and in various ways. Its effectiveness is often determined by how we communicate and the relationship we have with each person with whom we communicate. Whichever way we look at it, communication is about someone sending a message, and the receiver indicating-by giving us feedback-that the message is understood. Or is it?
In all hospitality environments, we need to communicate. But what we communicate, how and with whom, depends largely on the sector we work in and our job role. Workplace communication is between ourselves and our colleagues, our internal customers; and between ourselves and customers or clients, our external customers. We also may need to communicate with members of other tourism and hospitality industry sectors, consultants or committees, government representatives, local residents or the media.
No matter whom we are communicating with, it is important that we: be polite, professional and friendly use an appropriate tone use appropriate body language show sensitivity to cultural and social differences actively listen ask questions to facilitate understanding.
Defining internal and external customers reinforces the idea that every role in hospitality can potentially impact on customer expectations and satisfaction. Even if we do not have direct contact with customers (for example, we work in the kitchen), every day we will deal with someone who does (for example, a waiter). Therefore, effective communication skills are required no matter where we work.
How we communicate with our colleagues can affect how our colleagues communicate with us and with customers.
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Effective communication in the workplace promotes goodwill, trust and personal satisfaction between everyone and can contribute to the quality of our working life. It builds respect and rapport between employers, employees and customers, and creates a more teamoriented environment.
If you are not serving a customer, remember, you are probably serving someone who is-the same level of professionalism should be extended to every person.
We can effectively communicate if we know how and if we understand the underpinning concept that, for effective communication to take place, a message must be received as intended.
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Stage 1-The sender This is the person sending the message. How effectively this person communicates is determined by the influences on them, including education, self-image, background, family and friends, attitudes, feelings and emotions. The sender is also responsible for selecting the appropriate channel to communicate their message. Stage 2-The message This is the link between the sender and the receiver. The message is passed from one to the other by means of a channel. A channel used for delivering a message may be written, verbal, non-verbal, or a combination of all three. Several factors influence the selection of channel. Stage 3-The receiver This is the person receiving the message. Like the sender, the influences on the receiver determine interpretation, as does the channel used. It is not necessarily relevant whether the receiver agrees with the message or likes the channel that has been used; what is important is that the message is understood as intended. The receiver provides feedback to the sender that indicates whether or not the message is Working with Colleagues and Customers 11 understood. Communicate in the workplace
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We communicate orally: face to face (for example, with colleagues and customers or in meetings) over the telephone (for example, with colleagues, customers and suppliers) or when using a two-way
communication system (for example, with colleagues).
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VISUAL COMMUNICATION The visual element of communication (body language) is arguably the most important element for getting the message across when communicating orally, particularly face to face. We are often unaware of the visual messages we communicate, so when interacting with others we need to ensure that the visual communication does not conflict with the verbal and the vocal message. Visual communication includes our personal presentation and hygiene and specific body language, all of which will be assessed by the person with whom we are communicating.
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Therefore, we need to: Personal space. the distance required between two people it which both feel comfortable when interacting. be aware of individual personal space 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. Individual cultures respond differently to each of these elements. As with all skills and behaviours that are learned, the more we apply the techniques, the more confident and, ultimately, the more professional we become. (Personal space. the distance required between two people it which both feel comfortable when interacting.)
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Homework task:
Visit the websites of two multinational hotel chains. What information is contained on the sites? Can you make a room booking? Can you pay for your accommodation via the Internet?
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Table 2.1 provides a few basic body language signs and their interpretation.
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Personal space Personal space can be defined as the distance we require between another person and ourselves when we are interacting, to feel comfortable. This distance will vary depending on who that person is, our relationship to them, cultural influences, and the situation. We are usually more aware of our personal space once someone has invaded it. The closer our relationship is with someone, the closer we allow them to us physically. When interacting with people we don't know or don't like, we prefer them to remain further away from us. At these times, it is not unusual to see someone take an involuntary step backwards, or, if this is not possible, put a hand out to try to stop the person coming any closer. Being aware of other people's space is an important part of effective communication. Experience will tell us how close we like to be to others and how far away we like others to be from us.
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Physical contact A similar principle to personal space applies to physical contact. There are written and unwritten rules about what is appropriate or acceptable which vary from country to country, culture to culture and person to person when it
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Of course, there are exceptions to these rules-for example, if we are helping an elderly customer, shaking someone's hand or helping them to sit. The upper arm is usually acceptable for us to touch, but only if really necessary. Body language is a complex process that requires time and experience to master. Understanding its complexities gives us an advantage in the communication stakes.
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Informal communication is generally unstructured and is most often communicated orally. Although this is an accepted channel, it is also often harder to follow up. Informal communication may include messages, instructions or passing of general information. Of course, informal communication is also what takes place as a general conversation. This can be considered gossip, or the grapevine. It may be simple banter between two colleagues or a discussion with a customer.
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The grapevine is an informal communication channel whereby information is passed on by word-of-mouth. The general perception of the grapevine is that it is a negative aspect of communication in the workplace; however, it can occasionally be an effective means of communicating information quickly.
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Unfortunately, with gossip or the grapevine, by the time the information travels around the organisation once or twice, it is likely to have been embellished, altered and adulterated. Where a lot of gossip exists or an extensive grapevine is working, this is a clear indication of poor communication channels. Establishing effective channels for the distribution of relevant and timely information can stifle speculation and reduce the gossip.
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What is the difference between listening and hearing? Surely they are the same thing? Hearing we can do without thinking. Hearing, as one of our senses, aids communication and often occurs unconsciously. Listening, however, needs concentration and requires us to actively participate in the communication process.
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Listening is a learned behaviour and has many distinct advantages-it is polite, aids understanding, helps us to make intelligent decisions, improves our vocabulary, helps us to maintain an open mind and makes us better communicators. If we can identify the elements of communication-verbal, vocal and visual we can determine when people are listening. Conversely, they will know if we are listening to them!
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The visual response is often the most important indicator of whether or not we are listening Are we looking at the speaker and focusing on them, paying attention? Are we offering feedback-nodding or shaking our head? Do our facial expressions indicate understanding?
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Verbal and vocal responses to the speaker are also clear indicators of listening Did we get our message across without interruption? Does the listener ask questions to clarify meaning? Is the response what we expected? Is it appropriate? Are we allowed to finish our own sentences? We can check our listening skills Do we actively work at listening and ask questions to clarify understanding?
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Do we judge the content, not the delivery? Do we listen for the real meaning, keeping our minds open? Are we concentrating on the speaker and resisting distractions? Are we providing appropriate feedback? Do we let the speaker finish without interruption? Do we wait for the speaker to finish before formulating our response?
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When someone is speaking to us, how do we let them know we are listening? When speaking, what do we expect of our listeners?
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Barriers to effective communication Barriers to effective communication are those things that inhibit or get in the way of communication. There are many reasons why there may be a breakdown in the communication process. Breakdowns often occur because of interference during communication.
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Examples of interference include: Selective listening We may `tune out' because we are bored or don't like what we are hearing-especially when the message doesn't confirm our views and attitudes. Jumping to conclusions We think we already know what the message means. Inconsistency in delivery The words chosen, the tone, context or channel may be inappropriate. Cultural differences Because of our different backgrounds, our understanding, interpretation and analysis of what is being communicated will vary. Lack o f confidence If we are not confident in what we are saying, or unsure of what we are hearing, understanding and interpretation will be affected.
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Physical barriers This may include distance or people or objects that are between the sender and the receiver. It can also include a hearing disability. Lack o f time When we are in a hurry, we may not take the time to listen or deliver the message appropriately. Thought speed During a conversation we are often thinking about what we want to say while the other person is still speaking, so we may miss the meaning of what is said. Impatience Usually this is impatience with others, which makes us poor listeners. The result is that the information `goes in one ear and straight out the other'.
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Prejudice Personal prejudices affect our judgment in that we hear only what we want to hear. Prejudices can involve such things as the way a person looks, speaks, acts, their culture, age, gender, sexual preference and race. Bad habits These include doing something else while someone is trying to communicate with us. For example, just because the person on the other end of the telephone can't see us, it doesn't mean they don't know if we are listening or not. Another bad habit is interrupting the speaker and finishing sentences for them. Noise This can be other people around you, outside noise, music and so on.
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OVERCOMING THE BARRIERS Good communication is not very difficult but it does take practice to be an effective communicator, to break down the barriers, and to ensure that the messages we receive and send are those intended. There are many other reasons why communication may fail to be effective. When we identify any of the above behaviours as our own, we are more easily able to overcome those barriers. Understanding the influences on the sender and receiver, selecting the correct channel and appropriate words or mannerisms, and using them in context to the situation, will place us well on the way to becoming effective communicators.
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paint a picture > Interpersonal skills Mark and Michelle decided to celebrate their first wedding anniversary at the hotel where they married. They booked a suite for the night and a table in the hotel restaurant. When they arrived to check in, the receptionist was on the telephone and although she could see Mark and Michelle, she did not acknowledge them. As they listened to the conversation they could hear the receptionist was dealing with a problem. '. . . Look, I didn't make the booking, so it's not my fault. You'll have to call on Monday and speak with reservations. I can't help you. No. There is nothing I can do.' She was shaking her head and rolling her eyes. When the receptionist finished her conversation, she made a few notes and then, without looking up, said 'Yes? Can I help you?' How do you think you would feel in this situation?
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Interpersonal skills are those skills that help us communicate with other people. They are defined by our actions, the words we use, our personal presentation and our behaviour. Good interpersonal skills are needed and used in every sector of the hospitality industry. They are skills we can acquire and skills that help determine our professionalism. All hospitality professionals require excellent interpersonal skills as they enable us to communicate and interrelate effectively with others.
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WHAT WE SAY OR HOW WE SAY IT? Our ability to communicate effectively is measured not so much by what is said but by how we say it, and by our actions or behaviours. Communication skills are a part of our overall interpersonal skills, which underpin our working life. What has the receptionist above demonstrated about her ability to communicate effectively with other people?
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Let us put interpersonal skills into a hospitality perspective. Hospitality is a `people' industry. Hospitality professionals are required to use every ounce of their energy to please, to perform, to satisfy, to pacify, to assist and to serve customers. Our ability to achieve this ideal of `being all things to all people' depends on us having highly developed interpersonal skills.
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CHOOSING TO BE EFFECTIVE We can choose to be effective communicators. We know how to groom ourselves, speak, read and write, and we know the difference between appropriate and inappropriate actions through learning these behaviours. We learned these skills from our parents, from friends at school, and from colleagues and associates at work. All our behaviours are therefore ultimately by choice.
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This means that not only can behaviours be learned and unlearned but they can be developed, and this includes our interpersonal skills in general and our communication skills specifically.
In the workplace, we demonstrate our interpersonal skills through our attitudes and assertiveness, our selfconfidence and open-mindedness. What skills we lack, we can develop.
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Some of the communication behaviours (interpersonal skills) we can develop include: effective communication through body language (non-verbal communication) and listening skills improved personal presentation, through poise, deportment and personal hygiene being polite and courteous teamwork effective social interaction.
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It is how we use these skills that determines their effectiveness and impact on others, and it is our successful application of these skills in the workplace that determines our professionalism.
The strategies for developing interpersonal skills need not be complicated; however, they do require honest selfevaluation and an acceptance that change may be required in some of our behaviours.
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This means that not only can behaviours be learned and unlearned but they can be developed, and this includes our interpersonal skills in general and our communication skills specifically.
In the workplace, we demonstrate our interpersonal skills through our attitudes and assertiveness, our selfconfidence and open-mindedness. What skills we lack, we can develop.
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