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Chapter 3

Carolyn Elbert

on 19 September 2017

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Transcript of Communication

Managers communicate with:
Managers MUST Communicate
Results of
Effective Communication
with Employees
Results of Poor Communication with Employees
Build trust
Raise Productivity
Help employees stay motivated
Message Content
Person who sends the message to the receiver
The manager's communication skills influence the guest's views about the establishment
Important for success
Meet and great all guests when they arrive
Check on them during their visit
Thank them when they leave
Handle guests complaints
Answer questions
Display an ongoing sense of hospitality
Manager Communication with Guests
Chapter 3
Communication with Suppliers/Vendors
Communication with Owners
Owners want to know how the business is doing through:
Written reports
Financial budgets
Answers to questions

Communication Process
Sending and receiving information to receive a response or action by:
Gestures (Body Language)
Message Context
How the message will be communicated
Message Channel
The Five Elements of the Communication Process
How you communicate, represents the business/organization and how others perceive you
Owners/ Their Manager
Decreased quality
Increased turnover rate
Expensive, quality standards are not met
How a manager interacts with a guest should remain consistent with the operations vision and mission
Vision= What an establishment wants to become and why it exists
Mission= What the establishment wants to do and how it wants to do it
Quality and Frequency of communication influences the view of the manager's success
Accuracy: What, When and How Much
Managers must alter how they communicate, depending on who the are communicating with
Sender, Message Content, Message Channel, Message Context & Receiver
Things to consider before sending a message
For whom is it intended? (receiver)
What do I want to say? (message content)
How will I send it? (message channel)
What other factors affect the message? (message context)
Information sent by the sender to the receiver
Past-Oriented: something that has already occurred
Future-Oriented: something that you want to occur

Graphics: Diagrams and Photos
Nonverbal Actions: Body Motions and Movements
"What message is this image communicating"
The surroundings through which a message travels
Immediate Surroundings: sender/receiver environment
Chain of Command: one level to the next, department/team
Board Factors: media/public
person or persons for whom the message is intended
Decode, interpret the message to determine what it means
Make a decision on what must be done
Uses words or actions to communicate that the message is understood
"Who's on First"
Communication Challenges
Barriers to Communication
Word Meaning: "I do not know the meaning of the word"
Jargon: Technical Language
Gestures: Distracting;may convey different messages to different people
Cultural Differences: Cultural "norms"
Assumptions: Assume people know what they are doing
Fixed ideas: employees "never listen" then repeat, causing loss of interest
Opinions: Ideas based of experiences,may not reflect the current situation
Distracting Workplace: Environmental noise
Timing: Good and bad times to talk to employees
Clarity: Be specific, provide direction (slice a lemon, how?)
Tone: A voice can convey: disapproval, negativity, concern, etc.
Effective Communication Skills
Speak Like a Professional: Informal vs Formal
Principles of Effective Speaking
Speak Clearly: enunciate
Use Suitable Language: know your audience
Interact with Listeners: check for understanding
Remember Nonverbal Communication: how you act
Personalize Message for Listeners: know your audience
Vary Speech Patterns: pause, change tone/pitch
Use the Telephone like a Professional
Answer the phone with "smile" in your voice
Listen like a Professional
Communication is a two-way process
Active listening
Write like a Professional
Yes, this includes emails
Body of Message:
Concise, Simple, Check your work, Express a positive attitude
Nonverbal Communication
Expressions & Movements
Note*Nonverbal signals have different meaning for different cultures
Facial expressions
Crossed arms
Back-and-forth pacing
Eye Contact
Internal Communication
External Communication
Interdepartmental : between employees of different departments
Employees: direct reports
Bulletin Boards: special communication tools
Print Methods:coupons, billboards, flyers
Television and Radio: commercials
Direct Speaking: telephone, word of mouth
Electronic: social media, email
Communication with your customers/community
Do you adjust how you communicate, based on who you are communicating with?
Full transcript