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Training Manual

Communication Skills

Rep of Ireland 2007 2 .Contents Trainee Information Certificate of Completion Introduction What is Effective Communication Verbal Communication – Different Techniques Body Language Different Lines of Communication Communication with your Colleagues Self Assessment Test 3 4 5 6 7 8 9 10 11 © Copyright: Barkeeper Limited.

By learning the different techniques used when dealing with people on all levels. Rep of Ireland 2007 3 . the employee. you will become more confident and experienced in the execution of your job. Trainee Information Name: Manager: Training Commenced: Training Completed: Assessment Completed: ____________________________________________ ____________________________________________ ______ / ______ / ______ (DD/MM/YYYY) ______ / ______ / ______ (DD/MM/YYYY) ______ / ______ / ______ (DD/MM/YYYY) © Copyright: Barkeeper Limited. with a full knowledge of the importance of good communication skills when dealing with customers and your colleagues on a day to day basis.Training Manual Title of Training Manual This Manual is designed to provide you.

Certificate of Completion I _______________________ (Manager/Supervisor) hereby certify that _______________________ (Employee Name) has successfully completed their training in “Communication” and is fully qualified under the requirements of the establishment in which they are employed herewith. Rep of Ireland 2007 4 . ____________________________________ ( Signature of Manager/Supervisor ) ____________________________________ Date ____________________________________ ( Signature of Trainee ) ____________________________________ Date Congratulations! © Copyright: Barkeeper Limited.

Rep of Ireland 2007 5 . on a daily basis. It is also important to understand the different roles you will come across in the day to day dealings in your job. and the different communication techniques that need to be used. and this manual is designed to assist you in all aspects of communicating with your peers.Introduction There are many forms of communication that can be learnt. Dealing with a customer is extremely different to dealing with a supplier or delivery person. including communication with others who speak another language. © Copyright: Barkeeper Limited. There are many potential barriers when it comes to effective communication. management and customers.

they will receive a pleasant response back from the customer. will ensure you receive the desired response from the person you are approaching. you are part of a team. is positive. a waiter who approaches a customer and asks “yes sir. time wasting is reduced and conflicts are resolved easier. therefore promoting a positive company image. It is important to remember that your ability to communicate well produces a favourable image to the hotel/restaurant and also contributes to the success of the company. Remember.What is Effective Communication? It is important to understand that effective communication only occurs when the reaction to whatever is being communicated. In the same vein. © Copyright: Barkeeper Limited. how may I help you” in a pleasant manner. Remember: ♦When effective communication is used. ♦When customers are treated well. therefore ensuring returning business. Do you understand? Effective communication. the customer will be offended. and a team needs to pull together and treat each other with respect. in all areas of your work. It can be safely assumed that if a waiter turns to a customer and says “what?” in an abrupt manner. Customer confidence has been found to increase when staff speak to each other with respect. they will recommend an establishment to others. Always treat others as you would wish to be treated yourself. Rep of Ireland 2007 6 .

This can be described as ‘inter-personal communication. decreases. In order to facilitate ♦Talking to yourself. trees. Each department in the organisation should have its own channel of communication. ♦Talking to an inanimate object or a non-human (e. Rep of Ireland 2007 7 . animal.Verbal Communication – Different Types When an organisation grows. it generally follows that communication throughout the different channels of business. This can be described as ‘intra-personal communication’. To ensure that this doesn’t happen. etc).g. It is important that you are aware of what different channels of communication are available in your organisation. ♦Talking to a small group of people or having a one-to-one conversation. This can be described as ‘extra-personal communication’. different ‘channels’ of communication need to be established.’ © Copyright: Barkeeper Limited.

when maintaining eye contact. it is extremely important to make eye contact when speaking face to face. Also. © Copyright: Barkeeper Limited. better to friendliness and helpfulness. it is important not to blink too much – this can make you look nervous and dishonest. ♦Facial expressions play an important part in communication. as staring can be arrogant and threatening. to show you are listening – no dead pan faces or arrogant faces which can convey disinterest and boredom. If the guest is sitting. Rep of Ireland 2007 8 . then sit down. Presenting your hands with palms facing upwards is a welcoming gesture. ♦Don’t stand too close to a guest as this can be thought of as an invasion of personal space. then stand. guests will react expression on your face. ♦Keep your posture correct by standing up straight. In the business world. stupid.Body Language Body language plays an important role in the art of communication. Keep a relaxed Remember. ♦Be aware of the hand gestures you are making. but it is important to remember not to stare. if the guest is standing. Don’t grin continuously. and avoid crossing your arms. which can make you look unapproachable. as it can make a person look Smile and nod. Strange but true. Other types of body language to consider: ♦Direct your body towards the person you are speaking to.

Different Lines of Communication Without communication in a workplace. If an order is rolled out. then this is an effective form of communication. ♦ One on One Interviews: This is a good practice for senior management when meeting with supervisory staff. your first point of form of communication will be your direct superior. and you should these when you start work. from senior management. then a meeting to discuss certain issues is a great way to ensure everyone is informed. Different ways to communicate are: ♦ Staff Notice Board: Information can be posted so that all levels of staff can see it. It is always important to establish channels of communication organisation. etc. so no-one misses out on important communication. Always remember. throughout an communication be informed of contact for any © Copyright: Barkeeper Limited. If a sensitive issue needs to be discussed. but it is important that all staff are aware that they should check the Notice Board regularly. etc. There are many channels of communication in any organisation. the wheels would stop turning and productivity would stop. This is a great way to reach all staff members. certain requirements. ♦ Staff Meetings: For important information that relates to certain staff members. complaints. new staff. information and suggestions come from the bottom levels of staffing. The same is true when requests. whether through verbal or written communication. or more serious issues from senior management detailing specific changes in the business practice. This can be something as simple as a meeting at the beginning of each shift to inform all staff of the specials. and it is important that information flows through these channels with ease. Communication on all levels is important. Rep of Ireland 2007 9 . or supervisors with individual members of staff. then it is important that it reaches all levels within the organisation. or an item of importance that requires a one-to-one exchange of ideas. There will be procedures in place with regard to throughout the levels of staff and management.

as long as the rest of the team works in this way too. treat everyone equally. By acting in a friendly manner you will elicit a similar response from those around you. © Copyright: Barkeeper Limited. ♦ Treat the rest of the staff as ‘customers on the inside’ and you will always maintain a good relationship with them. and your communication within the structure of the organisation is just as important as the next person. ♦ Always be friendly in your greeting to your colleagues. If staff moral is high. ♦ Remember. then the customer will pick up on this. ♦ So that your colleagues can work to the highest standard. they need your assistance.Communication with your colleagues The team of people that you work with. You are a part of that team. ♦ Show others that you value their opinion by responding to questions clearly and directly. Teamwork is the key to the successful running of any organisation. and who are on the same level as you. ♦ Always display a positive attitude (even if you don’t feel like it). You should be polite and helpful at work when communication with all levels of staff. just as much as they will when moral is low. as no matter how different we are. you will ensure that the best service is provided to customers. and vice versa. How staff work together can make a difference when it comes to customer satisfaction. Rep of Ireland 2007 10 . deserve to be treated with the same respect that you afford your superiors. we all deserve to be treated with respect. ♦ By assisting each of your team mates.

Rep of Ireland 2007 11 . Why is good communication important with your colleagues? ____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________ © Copyright: Barkeeper Limited.SELF ASSESSMENT TEST The following test is designed to assist you in remembering all the things you have learnt in this Training Manual. What is important about effective communication? ____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________ 2. What are the different types of verbal communication? ____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________ 4. 1. Name 3 different types of body language and how they can be helpful in effective communication? ____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________ 3. What different lines of communication are there? ____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________ 5.