HR

Communication Skills: 

Communication Skills -A Hospitality Perspective Sarang Yande Manager - Training

Why are we learning it?: 

Why are we learning it? It is essential for our daily jobs It is the base of all inter and intra departmental relationships Gets our jobs efficiently done Improves superior-subordinate relationship May help retain staff

Objectives: 

Objectives To define communication To list down the different types To know the importance of each To understand how we can use it in our jobs To know the importance of good and poor communication

Definition~: 

Definition~ Is the transfer of information between 2 parties for getting the message across Is essentially 2 way Can be through various media Can be manual or through machines Has a purpose

Different Types~: 

Different Types~ Verbal - Mouth, telephonic etc Written - Pen and paper, email, fax, SMS Non-verbal - Body Language

Types: 

Types Face to Face - Components Tone, Voice & Body Language Contribution of each?? Click on…to find out!

Contribution of 3 components: 

Contribution of 3 components

Importance of Verbal Communication: 

Importance of Verbal Communication Makes an impact Can be used while speaking in private May deliver the message immediately Does not take time when done “word of mouth” Telephone - Can be instant, private Can spread fast! So be careful

Written Communication: 

Written Communication Letters - May get misplaced/never delivered Email - Fast, but depends on server and internet traffic Fax - depends on telephonic technology SMS - fast, yet depends on the server Written - is dependable, serves as a record as against verbal

Non Verbal communication: 

Non Verbal communication Gestures Eye Contact Smiles Facial Expressions Each one has a distinct meaning Plays a MAJOR (55%) role in face to face communication Can easily get the message across Have to be careful!

How do I use them?: 

How do I use them? Use whatever is appropriate for the situation Examples: Speaking to a colleague/subordinate Writing to your boss (reporting) Faxing customers Using right body language (for guests/colleagues/subordinates/boss)

Good and Poor Communication: 

Good and Poor Communication Effects of Good Communication: Guests get a feeling they are being looked after well Bosses, colleagues & subordinates feel a positive vibe around them You work with vigor, efficiency and effectiveness Good communication always spreads!

Poor Communication: 

Poor Communication Effects: It gives the guest an impression that you’re doing it for the sake of it Everyone around feels it: They respond accordingly Leads to conflicts & misunderstandings Your image gets tarnished Also spreads fast!

Summary: 

Summary Good Communication Spreads..so does Poor Communication! May help retain staff Communication is a 2 way process Use communication to make bonds..not to break them! Always make use of whatever suitable for the occasion Body Language is the greatest contributor! Inter and Intra Departmental relationships There is NO Hard n Fast rule for Communication – sometimes silence is also appreciated!

Meeting Objectives: 

Meeting Objectives To define communication To list down the different types To know the importance of each To understand how we can use it in our jobs To know the importance of good and poor communication

QUESTIONS???: 

QUESTIONS???

Thanks for your time!: 

Thanks for your time! Remember…proper communication is the key to proper work Good and poor communication leave an impact Always make use of the appropriate method It is sometimes right to be silent! Work gets affected by proper body language…so S-M-I-L-E and maintain eye contact!