© 2007, Educational Institute Chapter 2 Effective Communication Supervision in the Hospitality Industry Fourth Edition (250T or 250)

© 2007, Educational Institute 1 Competencies for Effective Communication 1.Identify common misconceptions, barriers, and biases that interfere with effective communication. 2.Explain the steps that supervisors can take to speak effectively on the job. 3.Identify ways that supervisors can improve their listening skills. (continued)

© 2007, Educational Institute 2 Competencies for Effective Communication 4.Identify active listening skills and apply them in supervisory situations. 5.Describe nonverbal communication and explain how knowledge of it can help you on the job. 6.Explain the importance of good writing, and identify how you can make your business writing more effective. 7.Identify techniques for communicating by . (continued)

© 2007, Educational Institute 3 Communication Myths “We communicate only when we want to communicate.” “Words mean the same to me and to you.” “We communicate chiefly with words.” “Nonverbal communication is silent communication.” (continued)

© 2007, Educational Institute 4 Communication Myths “The best communication is a one-way message—from me to you.” “The message I communicate is the message that you receive.” “There is no such thing as too much information.” (continued)

© 2007, Educational Institute 5 Barriers to Effective Communication Distractions Differences in background Poor timing Emotions Personality differences Prejudice Differences in knowledge and assumptions Stress

© 2007, Educational Institute 6 Biases Affecting Communication First impressions Stereotypes Just-like-me Halo or pitchfork effect Contrast effect Leniency/severity effect

© 2007, Educational Institute 7 Obstacles to Listening Mind wanders Tuning out Distractions Prejudices Too many notes

© 2007, Educational Institute 8 Four Stages in Active Listening 1.Focusing 2.Interpreting 3.Evaluating 4.Responding

© 2007, Educational Institute 9 Active Listening—Focusing Decide to listen. Create the proper atmosphere. Focus on the speaker. Show that you are paying attention.

© 2007, Educational Institute 10 Active Listening—Interpreting Keep from judging. Determine the speaker’s meaning. Confirm that you understand the meaning. Show that you understand. Reach a common understanding.

© 2007, Educational Institute 11 Active Listening—Evaluating Gather more information. Decide whether the information is genuine. Evaluate the information. Communicate your evaluation.

© 2007, Educational Institute 12 Active Listening—Responding Learn what the speaker expects. Consider your own time and energy. Decide what to do.

© 2007, Educational Institute 13 Active Listening Skills Mirroring—repeating exactly some of the speaker’s key words Paraphrasing—using your own words to restate the speaker’s feelings or meaning Summarizing—condensing and stressing the speaker’s important points (continued)

© 2007, Educational Institute 14 Active Listening Skills Self-disclosure—showing how you feel about what the speaker said Questioning/Clarifying—asking questions to ensure understanding (continued)

© 2007, Educational Institute 15 Open-Ended Questions Ask open-ended questions to: Begin a discussion—“What do you think about …” Understand the speaker’s ideas—“Can you tell me …” Examine a touchy subject—“How do you feel about …” Avoid influencing an answer—“Tell me more about …”

© 2007, Educational Institute 16 Specific Questions Ask specific (or closed-ended) questions to get details: Who What Where When Why Which How many

© 2007, Educational Institute 17 Keeping the Speaker Speaking “I understand.” “Tell me more.” “Let’s talk about it.” “I see.” “This seems very important to you.” “I’d like to hear your point of view.” “Really.”

© 2007, Educational Institute 18 Non-Verbal Communication Facial expression Eyes Posture Gestures Body movement

© 2007, Educational Institute 19 Writing Tips Plain English Short sentences Inverted pyramid Topic sentence Clear, concise, to the point