1. R ESTAURANT M ANAGEMENT (HM 432) CHAPTER 3 Communicating Effectively as a Leader and a Manager

2. Being an effective manager does not always mean being an effective leader. The roles are quite different. Leadership is the ability to inspire and motivate employees to behave in accordance with the vision of an organization and to accomplish the organizations goals.

3. Good leaders demonstrate these behaviors: 1.Provide direction 2.Lead consistently 3.Influence others 4.Foster teamwork 5.Motivate others 6.Coach and develop employees 7.Champion change Acquiring these leadership qualities is essential for restaurant and foodservice managers.

4. It is also important to develop the following skills and abilities: 1.Interpersonal skills 2.Employee Development 3.Organizational Responsibility

5. Being able to communicate is critical to your professional growth and to the growth and expansion of organizations. In particular, your ability to communicate affects three groups. These include: 1.Employees. Your ability to communicate with staff influences the work environment and the relationship and impact you have on the team. 2.Customers. Your ability to communicate with customers and the public influences profits and organizational growth. 3.Yourself. Your ability to communicate influences how well you reach your professional goals.

6. Communication is defined as the process of sending and receiving information by talk, gestures, or writing for some type of response or action. The communication process is composed of five parts: sender, receiver, message content, message channel, and context.

7. The information sender (encoding) The information receiver (decoding) The main connection between the sender and receiver is the message 1.Historical information 2.Action-oriented information 3.Impending-action information The message channel

8. A manager needs to be aware of the following obstacles when crafting any communication to staff, customers, or the media: Semantics Jargon Gestures (body language) Cultural differences Assumptions Prejudices Immediate environment Work environment Clarity Tone of message Nonverbal boundaries

9. Informal communication Formal communication

11. Some examples of specific nonverbal behavior that send an inappropriate message are: Pursing lips as a sign of anger Biting lips as a sign of nervousness Slouching in a chair, showing disinterest Raising eyebrows, indicating disbelief or amazement

12. However, the following two nonverbal movements and expressions can have a positive effect on the audience: Sitting on the edge of a chair and leaning forward is a sign of interest. Smiling can be a sign of confidence and enthusiasm.