1. 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

2. 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
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3. 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
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4. 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.
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5. Workplace communication
Workplace communication is between ourselves and our colleagues and between ourselves and customers.
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6. 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
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7. Who are ‘internal customer's’?
The people with whom we work. Our colleagues.
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8. Who are ‘external customer’s’?
Those people external to our organisation but with whom we interact. Our customers/guests.
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9. 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.
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10. What is the ‘channel’?
The channel is the means by which we communicate – oral, written or non-verbal
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11. 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

12. Oral communication
Oral communication is communication using the spoken word.
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13. 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
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14. The verbal element The verbal element is the what component of speech.
It refers to the words we use.
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15. The vocal element The vocal element is the how component of speech.
It refers to our voice projection, tone, pitch, speed.
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16. 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

17. Written Communication
Written communication is any communication in the written form such as letters, telephone messages and memo’s, s, etc….
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18. Elements of good written communication
Clarity
Conciseness
Tone
Presentation
Language
Ability of the receiver
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19. Electronic communication
Electronic communication is communication conveyed using:
Internet
Intranet
E-commerce
Social Media
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20. 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.
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21. Types of body language Open Smiling Good eye contact
Palms open and upwards
Nodding
Body facing the sender/receiver
Good poise
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22. Types of body language Closed Poor eye contact Shaking head
Shrugging shoulders
Arms crossed
Legs crossed
Frown
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23. 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.
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24. Types of communication in the workplace
Formal
Informal
Grapevine
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25. Formal communication
Structured communication through accepted channels such as memo’s, letters, procedures, policies and meetings.
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26. Informal communication
Unstructured communication. Usually that which is communicated orally, such as messages.
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27. 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.
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28. 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.
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29. 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
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30. Barriers to effective communication
Lack of time
Thought speed
Impatience
Prejudice
Bad habits
Noise
Refer to page 62

31. 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
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32. 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
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33. 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.
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34. The first impression
We never get a second chance to make a positive first impression.
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35. 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.
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36. 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
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37. Who are our customers?
Our customers are the people who pay for the goods and services we provide.
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38. Who is a guest?
A guest is a person who visits a hospitality establishment for the purpose of dining, being entertained or seeking accommodation
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39. 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.
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40. 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

41. 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

42. 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

43. 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
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44. Customer Complaints
Customer complaints help the organisation improve the way things are done.
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45. Working in a team Successful organisations have effective teams.
A team is a collection of people working together to achieve a common goal.
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46. 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.
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47. Formal groups
Are made up of people who work in the same department and have the same supervisor and perform similar duties.
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48. Informal groups
Are composed of people who have similar tastes, ideals, personalities.
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49. Team development – starting out
Most teams start out as a formal group, brought together to achieve a common goal.
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50. 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.

51. 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
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52. 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.
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