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CommunicationChapter 7 | ProStart Year 1

The Process of Communication

Communication is the process of sending and receiving information by talk, gestures, or writing for some type of response or action.

Includes both verbal (speaking and writing) and non-verbal ( body language and gestures).

Understanding the process is important for building strong relationships with employees and customers.

Example of the communication process in the restaurant and foodservice industry:

1. Sender: Chef1. Receiver: Line Cook

2. Message Content: “Fire three shrimp on table 10”

3. Message Channel: Downward

4. Context: The line cook is “in the weeds” and the chef really needs that table out quickly.

The Communication Process

Message Content

The main connection between the people sending and receiving a message is the message content: Historical Information Information has already happened

Examples: Company history and orientation information Status updates and management decisions

Action-required Information People who send these messages expect something to happen because of the message

Examples An order from a supervisor “Clean that table”

Message Forms

Words: This can mean verbal or written words

Sounds: For example, a siren is one way to send a message

Graphic Illustrations: Some examples of this are pictures, diagrams, job aids.

Signs and symbols: Gestures and nonverbal forms

Barriers to Communication

Anything that interferes or affects communication Includes lack of time and other

pressing needs

To prevent barriers in communication:

1. Before sending a message, observe the audience.

2. Decide the best way to get the message out.

3. Make sure the message was successfully received.

Obstacles to Good Communication

Language Differences

Semantics

(what words mean)

Jargon

Tone of Message

Clarity

Assumptions

Cultural Differences

Prejudices and Biases

Noise

Nonverbal Boundaries

Gestures

Other Distractions

Personal Characteristics That Affect Communication Skills

Personal characteristics include body language, eye contact, and credibility

Guidelines to help people accept and understand from all walks of life: Be aware that not everyone has the same behaviors If misinterpreted behavior has offended someone, clarify

and apologize. If offended by someone else’s communication, let that person know.

See and treat people as individuals, rather than members of a particular group.

Effective Listening

Listening is the ability to focus closely on what another person is saying to summarize the true meaning of a message. 1. Prepare to listen.

2. Show that you’re paying attention.

3. Don’t interrupt and don’t finish the other person’s sentences in your mind or aloud.

4. Ask questions to clarify.

5. Listen between the lines.

6. Don’t overreact.

7. Record key ideas and phrases.

Effective Speaking

Qualities of an Effective Speaker Interact with audience. Use suitable language. Use appropriate nonverbal

communication Vary your speech patterns Close the conversation.

Who?

What?

When?

Where?

Why?

How?

Effective Telephone Skills

1. State the name of the organization, followed by the call receiver’s name, and the question, “How may I assist you?”

2. Listen for the reason the caller has phoned the organization.

3. Maintain a positive, polite, and courteous attitude when speaking with the caller.

4. If the caller has a large amount of information, take notes.

5. Paraphrase or repeat information.

6. Decide if you can help them resolve the problem.

7. If you can help, explain the steps to be taken to the caller.

8. Close conversation by explaining you are transferring them or asking if you can help with anything else.

9. Always end on a positive note.

10. Write messages down

Effective Writing

Written business communication is another means for a manager to share information.

Written communication pointers: Be brief. Be clear and complete. Review writing to be sure ideas are understandable and comprehensive. Keep it simple. Check your work. Always write with an upbeat attitude. Take a timeout. Read out loud to check grammar and punctuation.

Organizational Communication

Organizational Communication is the numerous messages and information that convey operational procedures, policies, and announcements to a wide variety of audiences.

Two types of organizational communication are: Mission Statements primarily serves an internal function;

describes the company’s purpose and key objectives

Vision Statements directed both internally and externally; defines the company’s purpose and values to employees and customers

Interpersonal Communication

Interpersonal communication is a two-way communication that has immediate feedback

Occurs in all types of relationships

The goal of interpersonal communication is to achieve a specific outcome. provide performance feedback improve the relationships of the people involved

Sharing Information and Verbal Messages

Verbal messages have a significant impact on interpersonal communication, and, therefore, on the relationships a manager has with employees.

Empathy is the act of identifying with the feelings, thoughts, or attitudes of another person.

Successful managers use all the available and appropriate ways to communicate with staff and coworkers.