1. © Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter 7 Communication

2. The Process of Communication  Understanding how the communication process works is important for building _______ __________with employees and customers.  The communication process has _______ parts: sender, receiver, ______ _________, message channel, and ______.  The two kinds of messages are:  ___________ information: This is information that has already happened.  ___________ ___________ information: Some action must be taken based on the information in the message. 2 ___________ is the process of sending and receiving information by talk, ___________, or writing for some type of response or action. 7.1 Chapter 7 | Communication

3. Barriers to Communication  Barriers to communication include ____ __ ____and other pressing needs.  Another common barrier to communication is fear of _________________.  To prevent barriers in communication, make a plan: 1.Before sending a message, ___________ the audience. 2.Decide the best way to get the _____ _______with a chance of success. 3.Make sure the message was ______________ received. 3 ___________ to communication include anything that ___________ or affects communication. 7.1 Chapter 7 | Communication

4. Section 7.1 Summary  Communication is the process of __________ and receiving information by talk, gestures, or writing for some type of response or action.  Barriers to effective ___________ include language differences, semantics, jargon, ___ __ ______, clarity, assumptions, cultural differences, prejudices and biases, noise, _________ ____________, gestures, and other distractions such as lack of time and other _______ ______. 4 7.1 Chapter 7 | Communication

5. Personal Characteristics That Affect Communication Skills  Communicating is not just about _________ or speaking. Personal characteristics, such as ______ _________, eye contact, and ________, have a major impact on communication between people.  Whenever communicating with supervisors, ____________, classmates, 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, _________ __________is important to credibility.  When a guest complains about something, the credibility of the server or manager who ______ ______ ______is critical to good communication.  Chefs must have __________ of processes and ___________ to be credible. 5 7.2 Chapter 7 | Communication

6. Effective Listening  An effective listener _________ __________in the communication process. To be an effective listener, follow these guidelines: 1.___________ to listen. 2.Show that you’re __________ ___________. 3.Don’t interrupt and don’t finish the other _______ _________in your mind or aloud. 4.Ask questions to _______________. 5.Listen between the _______________. 6.Don’t _______________. 7.Record ________ __________and phrases. 6 ____________ is the ability to focus closely on what another person is saying to summarize the true meaning of a message. 7.2 Chapter 7 | Communication

7. Effective Speaking  When planning a __________, __________ the key points in a brief and clear manner.  To __________ that the communication has covered all the vital information, answer the five “W’s” and “How” questions:  _________?  ___________?  __________?  ____________?  _____________?  _____________ the communication further and think about how the audience will respond to the message. Consider ways to _________________ or customize it for them. 7 7.2 Chapter 7 | Communication

8. Effective Telephone Skills  You must be both an ___________ listener and an effective speaker: 1.State the ____ of the organization, followed by the call receiver’s name, and the question, “______________?” 2.______ for the reason the caller has phoned the organization. 3.Maintain a ____, ______, and courteous attitude when speaking with the caller. 4.If the caller has a large amount of information, _____ ______to be sure all the information is received. 5._________ or repeat what the caller has stated. 6.After _________ to what the caller has to say, __________ whether you can resolve the caller’s problem. 7.If you can resolve the caller’s concerns, explain to the caller any ____________ to be taken. 8.Close the __________ either by explaining to the caller that you’ll be transferring him or her or asking whether there is anything else you can do to __________him or her. 9.Write __________ down on a pre- printed message ____________. 10.Always __________ the conversation on a _______________ note. 8 7.2 Chapter 7 | Communication

9. Effective Writing  _________ business communication is another means for a manager to ___________ information.  To write a successful message, the communicator needs a _______ ___________ that helps him or her to plan what to say and builds the message’s structure.  Written communication pointers:  Be ___________.  Be _____________ and _____________.  Review writing to be sure ideas are ________ and _____________.  Keep it _______________.  Check your ________________.  Always write with an __________ ____________.  Take a __________________.  Read out loud to check _______________ and punctuation. 9 7.2 Chapter 7 | Communication

10. Section 7.2 Summary  An ______________ listener actively participates in the communication process.  When ____________ a message, deliver the key points in a brief and _____________manner.  To ensure that the communication has covered all the vital information, answer the __________________questions  __________________ skills are an important tool in the restaurant and foodservice industry.  A call receiver must be both an _____________ listener and an effective _______________.  Written communication must be ________, concise, and __________. Effective business writing answers the “W’s” and “How” questions. 10 7.2 Chapter 7 | Communication

11. Organizational Communication  Organizational communication can be sent to people inside the organization or outside the organization.  Two important types of organizational communication are the __________ __________and vision statements of an operation:  A mission statement primarily serves an ______ _________. It describes the company’s _________ and key objectives to its team and owners.  A __________ statement is directed both internally and externally. It defines the company’s _____ and ______ to employees and customers.  Other high priorities for organizational communication include industrial, _______________l, and community-related issues. 11 Organizational communication is the numerous messages and information that convey operational ________, policies, and _______________s to a wide variety of audiences. 7.3 Chapter 7 | Communication

12. Interpersonal Communication  Interpersonal communication is a key to creating a ______ and ____________ work environment.  Interpersonal ______________ occurs in all types of relationships.  The __________ of interpersonal communication are to achieve a specific __________ and to improve the _______________ of the people involved. 12 _____________ communication is any two-way communication that has __________________ feedback. 7.3 Chapter 7 | Communication

13. Interpersonal Communication  In ___________ communication, one person shares information that helps the other person relate back. By ___________, the two become closer and strengthen their relationship.  ___________ messages have a significant impact on _____________ communication, and, therefore, on the relationships a manager has with employees.  __________ is the act of identifying with the ___________, thoughts, or _____________ of another person.  Successful _______________ use all the available and appropriate ways to communicate with staff and coworkers.  ____________ communication allows managers to model an organization’s values to employees. 13 7.3 Chapter 7 | Communication

14. Section 7.3 Summary  Organizational communication is the numerous messages and information that convey operational ___________, policies, and ______________ to a wide variety of audiences.  Interpersonal communication is any _________________ communication that has immediate feedback.  Relationships can be built through _____________communication by being __________, respectful, and open to sharing information with others. 14 7.3 Chapter 7 | Communication