WORKING WITH COLLEGUES AND CUSTOMERS Working with Colleagues and Customers - SITXCOM001A WORKING WITH COLLEGUES AND CUSTOMERS AGENDA TOPIC 7. Revision and Conclusion Communicate with Customers Maintain Personal Presentation Standards Provide Service to Colleagues and Customers Respond to conflicts and customer complaints Work in a team Presentation_11 // 17_TAFE NSI Ryde/MB_ZGtbc_2013

On completion of this chapter you will be able to: Identify how to develop effective communication in the workplace Describe the stages of communication required for effective communication Explain the three components of effective oral communication – verbal, vocal, visual Identify and use appropriate written communication Refer to page 29

On completion of this chapter you will be able to: Explain the principles of non-verbal communication and its relevance to effective communication in the workplace Explain the importance of effective listening skills Distinguish between informal and formal communication Describe the barriers to effective communication Refer to page 49

On completion of this chapter you will be able to: Define interpersonal skills and state their relevance to the hospitality industry Identify how to present a high standard of personal presentation Provide service to customers and colleagues Evaluate the requirements of guests with special needs Describe the key features teams and team development and state the importance of teams in the workplace. Refer to page 49

Workplace communication Workplace communication is between ourselves and our colleagues and between ourselves and customers. Refer to page 50

Effective communication Exists when what one person communicates is received by another as intended. Our ability to communicate is measured by: What we say How we say it Our accompanying behaviours/actions Refer to page 50

Who are ‘internal customer's’? The people with whom we work. Our colleagues. Refer to page 50

Who are ‘external customer’s’? Those people external to our organisation but with whom we interact. Our customers/guests. Refer to page 50

The Stages of Communication Stage 1 The sender This is the person sending the message. Stage 2 The message The message is the information communicated. It is communicated via a channel. Stage 3 The receiver This is the person receiving the message. Refer to page 51

What is the ‘channel’? The channel is the means by which we communicate – oral, written or non-verbal Refer to page 51

Choose the right channel The effectiveness of our communication can be influenced by the channel we use. Therefore it is important to select the right channel. We need to consider: The intended audience The purpose of the communication The situation The degree of formality required Urgency Access of the sender and receive to the necessary equipment Refer to page 51

Oral communication Oral communication is communication using the spoken word. Refer to page 52

The three elements of communication Every time we speak, three elements of communication are involved which must be synchronised to convey the same meaning: Verbal Vocal Visual Refer to page 52

The verbal element The verbal element is the what component of speech. It refers to the words we use. Refer to page 52

The vocal element The vocal element is the how component of speech. It refers to our voice projection, tone, pitch, speed. Refer to page 53

The visual element The visual element refers to what the receiver sees when they are receiving our message. The receiver interprets the visual element in conjunction with what they are hearing. The visual element includes: Personal presentation Hygiene Body language Refer to page 53

Written Communication Written communication is any communication in the written form such as letters, telephone messages and memo’s, e-mails, etc…. Refer to page 55

Elements of good written communication Clarity Conciseness Tone Presentation Language Ability of the receiver Refer to page 56

Electronic communication Electronic communication is communication conveyed using: Internet Intranet E-commerce Social Media Refer to page 57

Non-verbal communication Also referred to as body language, non-verbal communication is the visual element of communication It includes the non-verbal signals, movements and gestures used to aid or hinder communication. Refer to page 58

Types of body language Open Smiling Good eye contact Palms open and upwards Nodding Body facing the sender/receiver Good poise Refer to page 58

Types of body language Closed Poor eye contact Shaking head Shrugging shoulders Arms crossed Legs crossed Frown Refer to page 58

What is ‘Personal Space’? The distance required between two people when interacting. The relationship between people determines how much personal space is required. In general terms, the closer the relationship, the closer the personal space. Personal space varies between cultures. Refer to page 59

Types of communication in the workplace Formal Informal Grapevine Refer to page 60

Formal communication Structured communication through accepted channels such as memo’s, letters, procedures, policies and meetings. Refer to page 60

Informal communication Unstructured communication. Usually that which is communicated orally, such as messages. Refer to page 60

The grapevine An informal communication channel whereby information is passed on by word of mouth. Grapevine communication is not generally accepted to be accurate information. Refer to page 60

Effective listening skills Listening is a learned behaviour. Not only is it polite to listen, but it: Helps us understand the message Helps us make intelligent decisions Improves our vocabulary Makes us better communicators Helps us maintain an open mind. Refer to page 60

Barriers to effective communication A barrier to effective communication is anything that gets in the way of or inhibits the communication process and may include: Selective listening Jumping to conclusions Inconsistency in the delivery of the message Cultural differences Lack of confidence Physical barriers Refer to page 62

Barriers to effective communication Lack of time Thought speed Impatience Prejudice Bad habits Noise Refer to page 62

What are ‘Interpersonal Skills’? Those skills that enable us to communicate and interrelate effectively with others. Interpersonal skills are defined by our: Actions Words Personal presentation Behaviour Ability to communicate in the workplace Refer to page 63

Choose to be effective Some people seem to be good communicators with little effort. Some of us need to learn to be effective communicators. We can become better communicators by: Listening Learning how to work in a team Improving our personal presentation Being polite and courteous Thinking about what we say and how we say it, before we say it Refer to page 64

Why is personal presentation important in communication? Personal presentation is important in communication because the way we look and present ourselves says a lot about us. It communicates to the other person our self respect, self confidence, respect for them, our professionalism. Refer to page 65

The first impression We never get a second chance to make a positive first impression. Refer to page 65

Personal presentation standards Industry standards The hospitality industry demands we meet a minimum standard in personal presentation irrespective of the sector. Enterprise standards The organisations we work for determine their own personal presentation standards to which we must adhere. Refer to page 65

Personal presentation and hygiene A high standard of personal hygiene in hospitality is essential. Our hygiene standards can have a direct impact on our guests. We should always: Bathe before work Maintain our uniform and shoes to a high standard Keep our hair clean and off the face Wash hands regularly Use a deodorant Maintain good oral hygiene Refer to page 66

Who are our customers? Our customers are the people who pay for the goods and services we provide. Refer to page 68

Who is a guest? A guest is a person who visits a hospitality establishment for the purpose of dining, being entertained or seeking accommodation Refer to page 68

Customer satisfaction We have a responsibility for customer satisfaction. We can satisfy customer expectations by: Being professional. Creating a pleasant atmosphere. Maintaining cleanliness of the establishment. Providing a safe environment. Providing value for money. Providing entertainment. Meeting the individuals needs. Refer to page 69

Customer satisfaction Developing excellent interpersonal skills. Possessing the right level of technical skills. Maintaining a high level of personal presentation. Developing our product knowledge. Providing quality service consistently. Reading customer signals. Listening. Refer to page 69

Guests with special needs While all of our customers are special and important, some need particular attention: Wheelchair and walking aid users Hearing impaired and/or mute customers Visually impaired people Children Customers with special dietary requirements Women Single people People from other cultures The elderly Smokers Refer to page 70

Customer dissatisfaction Customer dissatisfaction can occur even when we have tried our best. Customers who are dissatisfied with our services, their experiences, our products, may complain. Refer to page 74

Customer complaints When a customer complains they expect: To be taken seriously To get an immediate response To have the problem resolved To have someone listen to them Refer to page 74

Customer Complaints Customer complaints help the organisation improve the way things are done. Refer to page 74

Working in a team Successful organisations have effective teams. A team is a collection of people working together to achieve a common goal. Refer to page 75

What is a ‘group’? A group is a collection of people in the workplace who are brought together because of a common link, for example similar skills. Refer to page 75

Formal groups Are made up of people who work in the same department and have the same supervisor and perform similar duties. Refer to page 75

Informal groups Are composed of people who have similar tastes, ideals, personalities. Refer to page 75

Team development – starting out Most teams start out as a formal group, brought together to achieve a common goal. Refer to page 76

Team development – the journey out Over time, the group, each of whom possess skills, talents and strengths, jostle for their position in the team that allows them to best contribute to achieving the teams objectives.

Team development – The destination With the right mix of skills, members settle into their roles and instinctively know how they contribute to achieving the goals of the team.m development – the destination Refer to page 76

Cultural differences in teams The nature of the hospitality industry almost guarantees that every workplace will be comprised of a variety of cultures. The cultural differences can influence the dynamics of the team. Refer to page 77