Professional Documents
Culture Documents
Leaders Are
Effective
Communicators
Hospitality and
Restaurant
Management
Learning Objectives
After completing this chapter, you should be able to:
message travels
Inner
Immediate
surroundings
Examples: Noise and
the fast pace of the
hospitality industry
Middle
Involves chain of
command
Message may get lost
in translation
Outer
Involves
communication with
media
Limitations on what
can be adverstised
Receiver
COMMUNICATION CHALLENGES
Word
meaning
Jargon
Gestures
Cultural
Differences
Assumption
s
Fixed Ideas
Opinions
Distracting
Workplace
Timing
Clarity
Tone
Writing Pitfalls
No Planning
Uncertain Purpose
Forgetting the
audience
Using an incorrect
style
Nonverbal Communication
In some cultures, the following nonverbal
behaviors send a negative message:
Biting lips= nervousness
Slouching in chair= shows
disinterest
Raising eyebrows= disbelief or
amazement
Pointing with finger= scolding or
lecturing
In some cultures, the following nonverbal
behaviors send a positive message:
Sitting on the edge of the chair=
interested
Smiling= confidence or enthusiasm
Thumbs up= Shows agreement
Winking an eye= recognition
INTERPERSONAL COMMUNICATION
A Close Look at Interpersonal Communication
Impact of Managers Actions
Effective managers know that actions speak louder than
words
Many employees make judgements about managers
effectiveness and ethics based on how they act in their
leadership role
Processing Messages
Most effective managers set aside two or three times during a
work shift to view and act on written messages.
Many messages can be properly addressed without follow-up
but it is important to make sure the sender knows your
received the message.
Train employees to ensure that all phone messages are
managed correctly in your absence.
Internal Communication
Communication between Departments
Interdepartmental communication occurs between
employees in different departments. This includes:
Executive committee meetings
Participating in cross-functional teams
Including all departments in any changes that
occur within the restaurant
External Communication
External Communication Methods
Key Terms:
Boilerplate A term that relates to portions of contracts that do not
change when they are used with different parties.
Chain of command The way in which authority flows from one
management level to the next.
Communication The process of sending and receiving information
by speech, gestures, or writing to receive a response or action.
Constructive feedback Feedback that focuses on specific aspects
of performance and can be positive, such as emphasizing desired
performance, or negative, such as addressing performance that
should be improved.
Environmental noise Any sound, such as loud talking or blaring
radios, that interferes with communication.
External communication Communication that builds the customer
base and helps build and maintain the establishments desired
identity throughout the community.