WORKING WITH COLLEGUES AND CUSTOMERS Working with Colleagues and Customers - SITXCOM001A WORKING WITH COLLEGUES AND CUSTOMERS AGENDA TOPIC 2: Communication Basics -A Communicating with Colleagues, Customers, Suppliers etc. -Communication Process -Forms of Communication (non verbal etc..) -Barriers of Communication -Questioning Skills -Listening Skills / Empathy-active listening skills -Body language in Communication. Presentation_7 // 13 TAFE NSI Ryde/MB_ZGtbc_2013

On successful completion of this module you will be able to: Communicate with others Maintain personal presentation standards Provide service to colleagues and customers Respond to conflicts and customer complaints Work in a team.

ATTRIBUTES OF PROFESSIONAL TOURISM & HOSPITALITY STAFF Good communication skills Cultural Awareness Strong Customer Focus Smart presentation and grooming Organisational skills Ability to work in a team Good technical skills and knowledge Selling Skills & good product and local knowledge Positive Attitude Student Exercise – Video Answer Questions 1 and 2 Show Video and Answer remaining questions

Lesson 1 in the workplace with customers and colleagues from diverse background Communication

HOW DO WE COMMUNICATE? Verbal Non Verbal Q – What are the 2 ways we communicate?

WHO DO WE COMMUNICATE WITH? INTERNAL CUSTOMERS All the people with whom we work EXTERNAL CUSTOMERS All our customers that use our services Q. Examples of Internal customers Q. Examples of External customers

WHEN WE COMMUNICATE IS IT IMPORTANT TO BE: Polite, professional and friendly Use a appropriate tone Use appropriate body language Show sensitivity to cultural and social difference Actively listen Ask questions to facilitate understanding

VERBAL COMMUNICATION We should always Have an open, friendly manner Be Professional - our pitch, tone and speed of speech Use appropriate language - no slang or ‘jargon’

Communication Process

How We Communicate Correct and appropriate language: eg. “Your welcome” “It’s my pleasure” “Certainly Madam/Sir” Avoid: “Hi” “No worries” “She’ll be right mate!”

Communication Process Be aware of individual person space (the distance required between 2 people in which both feel comfortable when interacting 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

TONE OF VOICE Conveys your attitude Conveys your feelings Can show if we are: Genuine Rushed Rude Professional Tired/Bored Warm and Friendly “Tone of Voice Exercise”

LISTENING We should always practice Active Listening Stop Talking - Decide you want to listen Avoid Distractions Concentrate on what the other person is saying Provide feedback to the other person to ensure we have understood - with eye contact and facial expressions Remember the difference between Listening and Hearing

LISTENING Remember If there is no listening - there is no communication Active listening is a skill Good listening skills need practice Don’t be judgmental or make assumptions – BE A GOOD LISTENER “Listening Exercise”

QUESTIONING OPEN QUESTIONS CLOSED QUESTIONS We should always try to use open questions using sentences beginning with How, Why, When, What to find out exactly what the customer wants CLOSED QUESTIONS These only require a yes or no reply and should be avoided where possible REFLECTIVE QUESTIONS Provide feedback to customer and show we are listening and understanding Q. What is an example of a “Open Question” Q. What is an example of an “Closed Question”

NON VERBAL COMMUNICATION Body Language Personal Presentation Written Communication Electronic Communication Q. What are example of “written communication” used in the Hospitality Industry Handout – Body Language Exercise showing Non Verbal Communication – Written “Can you follow Directions”

NON-VERBAL COMMUNICATION In the hospitality industry, egs. of written communication include: Recording and confirming accommodation reservations and restaurant reservations Letters of appointment Memos Incident reports Guest requests Telephone messages Policies and procedures Stock orders Resumes and job applications reports

NON VERBAL COMMUNICATION -Written- Convey message clearly Use correct grammar Check your spelling Record date and time Write legible Record message

‘SOMETIMES ACTIONS SPEAK LOUDER THEN WORDS’

OPEN/POSITIVE BODY LANGUAGE Using open handed gestures Genuine Smile Nodding of head Good eye contact Good presentation Relaxed face and body movement

Basic Signs of Body Language SIGNAL MESSAGE OPEN/CLOSED Smile Pleasure, happiness open Frown Disapproval, Anger closed Shrugging shoulders Don’t know or understand or care Nodding head Yes, agree, understand Shaking head No, disapproval, don’t understand

CLOSED/NEGATIVE BODY LANGUAGE Folded arms Shrugging of shoulders Avoiding eye contact Hands over mouth Frowning and looking bored Poor personal presentation

BARRIERS TO COMMUNICATION A barrier to effective communication is anything that gets in the way or inhibits the communication process and may include: Communication chain too long Message Overload Physical barriers - noise, etc Using the wrong words - especially industry ‘jargon’ Cultural differences - people who speak different languages Poor listening skills