EFFECTIVE COMMUNICATION
Objective Effective Communication WOW moments
Repeat Client More Spending, High Revenue
Benefits of Effective Communication • Do your Job Better • Build Confidence & Self Esteem • Gain Respect • Improve your Earning Power • Solve Every Day Work Problems • Improve your Potential for Promotion • Understand your Responsibilities Better • Learn More about the Hospitality industry
Topics • To Identify & avoid Roadblocks to communication • Use your Body & Voice as a positive tool • Speak Clearly & Simply so that your message is understood • Apply Active Listening Skills • Apply Proper Telephone Skills
CHECK YOUR SELF NOW.. • Am I aware of where I’m looking when I talk to someone? • Do I stand & walk as though I’m Confident & Comfortable with myself? • Do I look at the person whom I speak with?
• Do I give a person full attention and not prepare my response when he or she is speaking? • Do I follow my property’s standards for prompt answering of telephones? • Do I control my self when someone set off my “Emotional Triggers”? The more times you have answered yes to these questions the better your communication..!
At the Seasons Inn When Betty…… ..Spoke to Martin…!
Betty is waiting in her supervisors office. She has come to talk with Martin about a problem concerning next weeks staff schedule. Just after Betty arrives Martin receives a phone call. He has an angry exchange with the caller, slams down the receiver, and storms out of the office, muttering to Betty, “Wait here!” “What a rotten time to have to bring this up.” Betty sighs. “he’s in a lousy mood.” When Martin returns, its clear he’s still angry. He throws his clip board on his desk and does not look at Betty, but asks rudely, “What do you want?” As Martin shuffle's through some papers on his desk, Betty says, “Several week’s ago I asked for next Saturday off for my sisters wedding, Martin. I just looked at next week’s schedule and I’m working Saturday.” Martin stops his paper search, glares at Betty, and shouts,”you said you needed the third Saturday off, and I gave it to you. The thirds Saturday is the 20th.” “I meant the third Saturday form when we were talking. I need the 13th off,..” Betty sighs. “This is terrible. Can we do something about it?” Martin leans back, covers his eyes with his hands, and replies sarcastically, “No problem, Betty. I’ ll. be happy to rearrange the schedule to suit your family needs.”
What Do you think Now..? • We Communicate only when we want to (True / False)? • Words mean the same to both speaker & Listener (True / False)? • We communicate Chiefly with Words (True / False)? • We believe what a person says, not how he says it. (True / False)? • Communication is one way affair. (True / False)?
Myths About Communication • We Communicate only when we want to.. • Words mean the same to both Speaker & Listener • We communicate Chiefly with Words • We believe what a person says, not how he says it. • Communication is one way affair. I speak you listen & Vice Versa?
Road Blocks in Effective Communication Communication should be a Simple, Clear process in which each person honestly tries to understand what the other is saying or feeling
1. Unfair Comparison • It is a mistake for us to compare one Employee with another. Whenever possible Evaluate each employee by how well he or she matches up to the standards of the job.
Don’t compare the employee. Compare their performance with the standards for his or her job.
2. Just Like Me... Look at your employees strengths and don’t concentrate on how they are different from or similar to you. Blend in ..!
We tend to look at those individuals who behave or think as we do, with similar backgrounds & characteristics. This may lead us to favor a few more than the other.
3. Stereotypes Stereotyping occurs when we form general opinions about certain groups, and then apply these opinions to every one in the group. As a result when we meet a member of that group we form a hasty , incorrect first impression Don’t think that all people who belong to that group are the same. Every one is an individual and we should not assign a behavior.
4.Good Day / Bad Day Effect. We all have them. Some allow their feelings to affect communication with others. If they are having a Bad Day they become more Critical. If they are having a Good Day they are less Strict.
Separate your personal feelings from what is happening in the work place.
5.Halo / Pitch Fork Effect We practice the Halo Effect when we favor the person.They have a quality we find Attractive & Valuable. The Pitch Fork Effect occurs when we Dislike a person. They have quality/s which we don’t value. Look at all the employee’s Characteristics before making a value judgement about that person.
Now I Know…. • I am the most important link in the Company’s Communication Process. • People have certain false beliefs about communication called myths. If I am aware of these myths, I can improve my communication Skills. • That as an individual, I Should avoid the 5 Roadblocks to effective communication: • Unfair Comparison • Just Like Me.. • Stereotypes • Good Day/ Bad Day Effect • Halo or Pitch Fork Effect
End .. Module
1
Effective Communication
Non Verbal Communication & Elements Of Communication
Non Verbal Communication Non Verbal communication is how we say something(vocal and visual) not what we say(verbal)
At the Seasons Inn …With Marla ………………...and……Lisa
Marla tells Lisa, a cook’s helper, that she is short of a dish washer for the lunch shift. When Marla asks her to fill in, Lisa looks upwards and says in an irritated voice, “Sure. No problem.” As she fills the dish machine, Lisa bangs pots and pans around and slams them on the counter. She also breaks several plates and saucers.
The Impact of Non Verbal Communication VERBAL 7% VOCAL 38%
VISUAL 55%
Thus as a person speaks 93% of the information comes from the nonverbal channels There is 13 times more information available in non-verbal communication than in words.
Elements of Communications
Vocal 38%
Verbal 7%
Visual 55%
• • • •
• Simple • Provide Example • Direct & Clear • Repeat
• • • •
Variety Quality Rate Volume
Eye Contact Postures Gestures Facial Expression
Elements of communication
Visual, Vocal, Verbal are the 3 elements of Communication from which people get information
Vocal Communication – the 38% Even with our eyes closed we can probably tell who each one is because everyone’s voice has a unique characteristic. Check your own voice application with the following characteristics
• • • •
Variety Quality Rate Volume
• Vocalized Pauses
Visual Communication-the 55% People often get a great deal of information by looking at one another. As you read on, think of how you use these point in talking with co-workers. In addition ask your self if you use these elements to get information from others as they speak to you.
• • • •
Eye Contact Posture Gestures Facial Expression
Verbal Communication-the 7% • In your roles you may speak to individual employees or to small groups of employees. • the following points would help you to make your communication more effective to share information with 1 or 100
• Keep it Simple
• Explain/ Provide Example • Use Clear, Direct Words • Respect Your Listeners • Repeat your Main Idea • Check for understanding
Now I Know…. • When I Talk to people I should have that one single point in mind that I want them to remember • Providing an example helps the listener understand better • When I talk I should use direct, clear words • I should always treat my listener with respect • I can increase my listener’s understanding by repeating my main idea • I can increase my listener's understanding by checking to see if he or she has any questions.
End ‌. Module
2
Effective Communication
Listening
Work Related Listening Activities A partial List of Work related activities that involve Listening • Meetings • Giving Instructions • Receiving Instructions • Sharing Information
• • • • •
Giving Presentations Using Telephones. Making Decisions Marketing Interacting with guests
Listening Each One of us spends about 60% of their workday listening. The bad news is that if you listen as good as the average person, you are probably understanding and listening to only 25 % of what you hear.
Professional Benefits of Improved Listening Make you more successful Gain Respect of Others Improve the property’s profits Increase your Job Satisfaction Improve your Knowledge Make you more promotable Make you a more valuable employee
At the Seasons Inn …Martin is Listening….!
It’s right at the height of a busy dinner hour, and Martin is in the kitchen. He can hear two cooks discussing the orders they’re preparing. At the same time, the dishwashing machine is running, the dishwasher is sorting more soiled dishes, and several bus persons and waiting staff are scurrying around. Joel, a waiter, comes in and tells Martin, “I have a problem with table 12. When I served the entrée to the gentleman, he said it wasn’t prepared like he ordered it. I got him a second order and he still doesn't think it’s all right. He’s really mad.”
4 Steps of Listening Process Paying Attention
Attaching Meaning Listening
Responding & Remembering
Evaluating the Message
A Case Study
The Supervisor is talking on the telephone in his office when his hostess, Cheryl, rushes in, talking loudly as she comes through the door. “I will NOT take orders from Lee! Who does he think he is?And what makes him think that he’s more important than anyone else? He just came up and corrected me in front of several guests. He’s so rude and thinks he’s so superior. I’m telling you, if you don’t talk with him, I’m out of here.”
Check Your Response • Paying Attention A good Listener will not try to divide his or her attention between two different listening situations. “The Supervisor has to decide as to who, gets the undivided attention”
• Attaching Meaning The Supervisor knows that there has been a problem . He also knows that there were many guests around “ The Supervisor has to realize that there has been a problem and that someone in the process is upset”
Check Your Response • Evaluating the • Responding & Message Remembering • The supervisor The Supervisor decides decides how he feels the respond. He about the problem. clarifies his doubts He is concerned that by asking questions the problem has to deal with actions upset a team member concerning this and that it took place incident. in front of the guests
Active Listening A Good Listener is an active Listener. That is, the listener is an Active Participant in the communication process. He or She is generally involved Verbally Non Verbally Mentally Physically
Check Your Active Listening Skills • I Encourage people with comments such as “I See.” • If I don’t understand, I ask for an Explanation of what is being said. • While the speaker talks I look out for his or her main ideas
• I take notes so that I dot forget important information. • I give feedback by using facial expressions • I try to understand how the speaker feels about his or her ideas
Tips to Effective Listening Don’t Interrupt • Hearing a person out is a wonderful compliment
Don’t Prejudge • Listen to the employees view point. Don’t assume
Don’t Script-Write • Don’t allow yourself to mentally prepare the response while the person is still speaking
Don’t react Emotionally • Try to concentrate more on the issue and less on the emotion. Check and control your emotions
Now I Know…. • Listening is a major part of my job.
• If I improve my listening ability I improve my value as a professional • Listening is a four step process. • Be an Active Listener. Get involved: - Don’t interrupt - Don’t prejudge - Don’t script-write
- Don’t react emotionally
End ‌. Module
3
Effective Communication
Using the Telephone
It is essential that we make a positive impression when we are talking on the telephone, regardless of whom we are talking to. Its an opportunity for us to improve our professional image.
Goal when using Telephone • Make that caller believe that you are pleased to hear from them • Sound awake, alert and ready • Make the caller feel special • Have patience with those who perhaps deserve it the least • Direct your personality and enthusiasm down the telephone • Make a good first impression • Make a good last impression
• keep in control, without interrupting or bullying • inspire confidence • make the customer feel they are dealing with a person and not being processed • not use any negative words or phrases • be believed • use the customer’s name regularly • conduct the call efficiently and quickly without rushing the caller.
Customers create an impression of you and your company based on how you sound.
Using the Telephone During any business telephone conversation, follow these fundamentals • Smile • Sit up Straight • Stay Focused- Avoid Distractions
Telephone Voice Pitch
More amplification and modulation, almost sing-song or melodic
Volume
match the customers
Speed
Slow down or adjust to match caller’s speed
Pace
Mirror or match the mood and speaking style of the caller
Words
Use short words, pronounce words carefully, spell names and figures
Sentence
Speak in ‘chunks’ of 10-14 words at a time, listening for the caller’s acknowledgement of Understanding
Emphasis
Mark out words that are important with a change of voice tone, speed or volume (louder)
Pronunciation
Beware of mispronouncing words and people’s names
Mood
Match the mood of the caller and don’t be overly cheerful if the situation or topic does not merit it
Facial Expression
SMILE!!
Effective telephone guidelines • • • • • • • •
Focus on Customers Be Helpful Check Understanding Be Attentive Be Thorough Personalise Be Courteous Exceed Expectations
Ten tips 1. Use appropriate volume. Speak as if someone were two or three feet away. 2. Be clear. Speak crisply. Avoid slurring syllables or trailing off at the end of words. 3. Smile. A smile conveys sincerity and enthusiasm. 4. Speed. Your speech speed can indicate your attitude. The ideal rate is 150-160 words per minute. If you speak faster, the caller may doubt your credibility. Any slower and you may bore your listener. 5. Be expressive. Be yourself. Speak like you would to a friend. 6. Use a positive language approach. The words and phrases you use shape other people’s images of you and can determine how they will react to you. Try positive phrases like, ‘I’d be happy to…’ rather than the negative ‘I have to…’
7. Use your first and last name to identify yourself. 8. Lower your voice at the end of a sentence, especially a question. This conveys confidence and competence. Raising your voice (as in your voice going up to ask a question) conveys uncertainty. Be careful to lower your vocal tone only, and not your volume. 9. Write down ideas on how to respond. Jot down key points and ideas so that you will be able to respond effectively when you have a chance to speak. 10. Change your outgoing message daily when using voice mail or an answering device. Leave a brief professional message with today’s date and when you will be returning calls
Mechanics of Answering the Telephone As you receive a telephone call treat all callers, both internal and external, with courtesy and respect.
Answering Telephone • Call Pick up Let the telephone ring at least two complete rings, but not long enough to annoy the guest. This allows you to disconnect your thoughts and concentrate upon the incoming call. • Check your Property Standards. • Many Properties ask that you answer the phone by three rings
• Identify Yourself Your opening remark, as well as a cheerful greeting, should always contain your name, your company/ department. “ Good morning CHPL, This is XYZ speaking, how may I assist you” Don’t carry on a conversation with someone else when speaking over the telephone
• How long to Hold • When you are on the telephone, time can seem much longer than it actually is and so some points are worth mentioning. Always give the customer the choice of holding, or offer to call them back with the relevant information. Use the hold button if the telephone has one. Remember the receiver will carry sound even though the mouthpiece is covered. If your customer prefers to wait, check back every 1520 seconds. If you anticipate you will be away from the telephone longer than one or two minutes, you should suggest calling the customer back.
Putting The Caller on hold Ask Permission “I’m sorry, I don’t have that information in front of me. If you would hold for a moment I, would be happy to get it.”
Wait for response Don’t assume that the person wants to be put on hold. Ask for the callers permission.
Check Back if you're going to take longer than you expect ask the caller if he wishes to continue holding
• When Transferring Explain to the customer why the call is being transferred, and to whom. If the customer does not want the call to be transferred, offer to have the person concerned call the customer back. Avoid transferring more than once – get the details and ask the other person to call back. Always transfer as much information as you have with the call, so that the caller does not have to repeat the details.
Taking Telephone Messages Often you may need to take down a message for someone . Its very important that you listen carefully and take accurate written notes while speaking with the caller.
Ending a Call Summarize • Repeat what you have understood from the caller Tell what you will do • Inform the caller what you are going to do with the information that you have Conclude Close the call in a warm and friendly tone of voice. • When to hang up Always hang up after the customer has done so. They may have more to say or may hear you (rudely) crash the receiver down
Helpful words and phrases • • • • • • • • • • • • • • •
you… thank you for waiting New Interesting Different I need to ask you would it be possible I promise before four pm tomorrow I will definitely do that Certainly my pleasure it’s no trouble please call back if you have any questions the best thing I can suggest is…
Do not Use • • • • • • • •
try to Maybe don’t know not my fault/department not possible I disagree you’re wrong that’s not true.
Frequently used and their better alternatives EXPRESSION
BETTER ALTERNATIVE
What’s the problem?
How may I help you?
You ought to…
May I suggest?
The system’s down.
That may take a moment to look up, would you like me to call you back?
I don’t know what you mean by that.
I’m sorry, please could you explain that again?
No, I can’t help you
Let me put you through to…
You need to talk to someone else.
Let me put you through to…
Hold, please.
Would you mind holding or can I call you back/can I help you?
I can’t do anything about it. This is our organisation’s policy
The reason we ______________ is because ___________
What did you say?
Sorry, I seem to have a bad line, could you repeat that please?
EXPRESSION
BETTER ALTERNATIVE
I can’t understand you.
Please could your repeat that? Let me take some notes.
I’m afraid my manager is in a meeting at the moment.
They are not available, may I help you or take a message in the meantime?
It’s not my responsibility.
Let me put you through to…
We don’t handle that here.
Let me put you through to…
You have come through to the wrong extension.
Let me put you through to…
I haven’t a clue.
I need to look in to this, the best thing I can do is call you back at…
There’s nothing I can do
I’m afraid that I can’t do X, but I can do Y.
I’d advise you to…
May I ask you to/the best thing you can do is…
Mechanics of Making the Telephone call If you are the caller the same mechanics and fundamentals apply with a few extra tips to increase your effectiveness
Preparing for Telephone calls • If you have to explain the same thing over and over again, then perhaps it would be an advantage to actually write down the expression, statements or questions that you could use, making sure that it is practised, concise and understandable. • If you are making outgoing calls, no matter what the content, prepare carefully by making sure that you have any relevant notes and files that you may require, to hand. • Details of any previous telephone conversations you may have had with that person and notes on your objectives or agenda points may also be useful.
• Do not be afraid to schedule exact times of when to call people. • Taking Notes Slow your voice down on the telephone and ALWAYS ask people to repeat numbers and important details, and then repeat it back to them. This can prevent a misunderstanding AND save time. Replace scraps of paper and ‘Post-It’ notes with proper message pads and notebooks. If it saves one lost message a year it’s worth it! Make sure you summarise clearly at the end of every telephone call – people remember this the most
Making the Call Be Prepared Prepare before the call to increase your Efficiency
Identify yourself when the phone has been answered If you reach a wrong number Apologize. Wait for the other person to hang up first
Have a Brief Message In case the party is not available on the phone
Advanced telephone rapport • Matching: THE SKILL OF BUILDING CO-OPERATIVE RELATIONSHIPS
• Rapport skills enable you to quickly put others at ease and create trust. • your ability to produce results in gaining and creating rapport are the degree to which you can perceive other people’s words, gestures and speech patterns the way with which you can match them in the ‘dance’ of rapport
• The fundamental elements of matching on the telephone are • VOICE Breathing rate Volume Tone Pitch Tempo Sounds Words. • OTHER ELEMENTS THAT YOU CAN MATCH Beliefs Values Interests Common experiences
• Leading Change the other person’s behaviour by getting them to follow your lead e.g. leading them from complaining, into a more positive, optimistic frame Having rapport, and hence being able to lead others, allows you to achieve mutually desired outcomes (e.g. reaching agreement!) It also allows you to take responsibility for the outcome of all your interactions
Structuring a telephone call • Any telephone call should have four clear sections: 1. Opening and initiating control, agenda setting 2. Fact finding and questioning 3. Proposing ideas, solutions, options or information 4. Closing, confirming, summarising.
1. Open and initiate • BE PREPARED Anticipate the needs of customers; have the information you need to hand; know and prepare for times of peak demand. • WELCOME Greet customers and convey an attitude through tone of voice, verbal and body language, that you are interested and willing to help. • OUTGOING CALLS Explain the purpose and benefit of the call and then check to ensure that the customer understands and agrees to proceed.
2. Gather information • LISTEN Remembering the feelings and facts and the significant concerns that customers express. • ASK Create effective questions to understand the customer’s situation and what they really need to keep participating. • RESTATE Let customers know you understand what was said – be sure to agree on what is being asked.
3. Solutions and options • OFFER INFORMATION AND OPTIONS Give customers useful information; provide them with choices. Use clear explanations and statements: ‘package’ information and options.
• SET EXPECTATIONS Let customers know what you can and cannot do; be clear; give specific details. • EXPLORE FURTHER NEEDS AND GET AGREEMENT Ask questions; discuss features and benefits to help the customer visualise the usefulness of the service; assess the agreement level.
• Confirm and close • ASK FOR A DECISION Be direct, concise and confident in asking for commitment. • SUMMARISE AND CHECK Summarise key points and check for satisfaction.
• THANK Express your appreciation to external and internal customers; make customers feel important. • FOLLOW UP Ensure that what was promised to your customer is what they received; if passing your customer to another person in the organisation, make sure the transition is handled smoothly
Calling back on Someone When you have a message to call someone return all calls promptly. By returning calls, you show courtesy and avoid making people call you repeatedly
Making a Personal Call • Be aware of the property’s policy on personal calls • Avoid making personal calls on company time
Now I Know…. • The way I conduct myself on the telephone affects the professional impression I make. • That any Telephone Conversation can be improved by using fundamental guidelines, such as smiling and sitting up straight • That I should use proper mechanics for both answering and and making the telephone calls.
The Effective Communication Challenge • Avoid the Myths of Communication • Avoid the road blocks to Effective communication • Use simple and clear verbal communication • Be a good Listener • Use the Telephone in a Professional Manner
Communication is the glue that holds human relationships together. With good communication skills you will be more effective in building, training, leading, motivating, and coaching your employee team.