COMMUNICATING

EFFECTIVELY

KS402DE02 – Managerial skills and

leadership in hospitality
2 03/20/2021
• What do you think communication is?
• How would you define it?
• Why do we communicate?
• How do we communicate?
• Barriers when we communicate?

3 03/20/2021
• SENDER  CHANNEL  RECEIVER INFORMATION

• SENDER  CHANNEL  RECEIVER

COMMUNICATION
RECEIVER  CHANNEL  SENDER
 Communication

●
is the general term that sums up the sending and receiving
of messages
●
means that a message or a piece of information was sent,
was received and was understood.

Communication and types of communication

Source: http://phprimer.afmc.ca/Part3PracticeImprovingHealth/Chapter10IdentifyingHazardsAndCommunicatingRisks/RiskCommunication

The Communication process

 FOUR FACETS OF COMMUNICATION

In any communication:
 The Sender is the person trying to communicate
a message
 The Receiver is the person at whom the message
is directed
 A message is sent to convey information
 Information is meant to change behavior
 WHY DO WE COMMUNICATE?

We communicate to:
Share our ideas and opinions
Provide feedback to others
Get information from others
Gain power and influence
Develop social relationships
Maintain self-expression and our culture
…And other ideas you may have thought of

9 03/20/2021
 HOW DO WE COMMUNICATE?

 Oral or Verbal (speeches, formal one-on-one,

group discussion)
 Written (memos, letters, periodicals, bulletin
boards)
 Non-verbal (body languages, gestures, facial
expression)
 Electronic media (telephone, computers, fax
machine, e-mail)

Communication and types of communication

HOW DO WE COMMUNICATE?
 ORGANIZATIONAL COMMUNICATION
The flow of information within the organization through the
various channels and networks.
 Formal Communication:
Communication that follows the authority chain or that’s
necessary to do a job
 Informal Communication – “The Grapevine”
Communication that is not approved by management and
not defined by the structural hierarchy.
Ex: Gossip or rumor from person to person
 TYPES OF FORMAL COMMUNICATION
1. Downward Communication:
Communication that flows from a manager down the
authority hierarchy.
2. Upward Communication:
Communication that flows subordinates to higher-level
managers.
3. Lateral Communication:
Communication among any horizontally equivalent
personnel.
Organizational Communication
4. Diagonal Communication:
Communication that cuts across functions and levels in
an organization.
 BARRIERS TO COMMUNICATION

What are barriers to communication

that exist in any work setting?
 Barriers
To
Communication
Prejudices (Rào cản ngôn ngữ)

(định kiến)

Gender barrier Physical barrier (rào

cản về mặt vật chất :
(rào cản giới môi trường xung
tính) quanh, vị trí địa lý…)

Interpersonal Conceptual
barrier (rào cản barrier (rào cản về
đặc tính cá nhân) mặt nhận thức)

Language Emotional
barrier (rào barrier (rào cản
Cutural barrier
cản ngôn ngữ) về cảm xúc)
(rào cản văn
hóa)

Obstacles to good communication

 1. Build a climate of trust and respect

●
in which communication is encouraged and messages are
communicated with respect.
●
Communicate to employees the way you would like them to
communicate to you.

How to remove obstacles to communication

 2. Send your messages clearly and
explicitly,

●
use language the receiver can understand,
●
don’t assume that the receiver knows anything,
●
take into account the receiver’s ability to hear, read, and listen.

Effective communication leads to effective management

 3. The best TIME

●
Send your message at the best time, and
●
make sure that you have the receiver’s attention.

How to remove obstacles to communication

 4. The RIGHT person

●
Send your message to the right person(s):
●
in other words, to everyone concerned.

Effective communication leads to effective management

 5. The best MEANS

●
Choose the best means of sending your message.

How to remove obstacles to communication

 6. Check the message

●
Check that your message has been understood, accepted, and acted upon.
●
Sender and receiver may have different perceptions about the subject of a
communication.

Effective communication leads to effective management

 7. Listen, listen, listen

●
Listening is probably the most neglected of
communication skills.
●
In the hospitality industry, it is often hard to find time to listen.
●
Two very important people:
●
Your workers hold your success in their hands.
●
Your customers hold the success of the enterprise

How to remove obstacles to communication

 8. Be OBJECTIVE

●
Be as objective as possible when communicating.
●
Don’t let any of your own stereotypes or prejudices shape
what you say or how you send your message.

Effective communication leads to effective management

 9. Be careful to use SLANG

●
Avoid using slang names such as "Honey," "Babe,"
●
They are disrespectful and annoying.
●
Also, don’t tell jokes that poke fun at anybody.
●
Kitchen jargon may not be intelligible to a new employee

How to remove obstacles to communication

 10. Be ANGRY, never communicate

●
Never communicate with someone when you are angry.
Cool off first.

Effective communication leads to effective management

 GETTING / GIVING FEEDBACK

Why is it necessary to give constructive feedback

to others?
 GIVE FEEDBACK WHEN…
• Someone asks for your opinion
• Work errors occur frequently
• A coworker’s habits disturb you
• A coworker’s behavior has negative consequences
• There are unresolved problems and other ideas you may have
thought of

Constructive feedback focuses on facts not people, solving

problems instead of placing blame, and strengthening
relationships instead of “being right”
 OBSTACLES TO GIVING CONSTRUCTIVE
FEEDBACK
• Separating the person from the problem
• Others becoming defensive or angry
• Fear of negative consequences (especially if the other person is a supervisor)
• Dealing with potential conflict (especially if the other person is aggressive)
• Avoiding hurt feelings
• Preserving relationships
• Not having all the facts and jumping to conclusions
• Choosing the right time so that the other person is most receptive and other
ideas you may have thought of
 STATE FEEDBACK – A MODEL

• State the constructive purpose of your feedback

• Tell specifically what you have observed
• Address and describe your reactions
• Tender specific suggestions for improvement
• Express your support and respect for the person
 STATE FEEDBACK – AN EXAMPLE

State the constructive purpose of your feedback

“I’d like to give you some feedback about your training
style so that your evaluations will be more positive and
you will enjoy it more”.
Tell specifically what you have observed
“I notice that you rely heavily on your notes”.
 STATE FEEDBACK – AN EXAMPLE

Address and describe your reactions

“I feel as though you are unsure of yourself when you read”.
Tender specific suggestions for improvement
“I can help you develop a PowerPoint presentation so that you
can use the screens as a cue instead of being tied to your
notes”.
Express your support for the person
“You know a lot about the subject. With practice you can
become a good trainer”.
 BODY LANGUAGE INCLUDES…

 Facial Expressions
 Figures
 Focus
 Territory
 Body Movements

Each of these is described in the following slides…

 BODY LANGUAGE – FACIAL
EXPRESSIONS

Facial Expressions includes:

 Your expressions
 Your smiles
 Tilt of the head; e.g., if your head is tilted to one side,
it usually indicates you are interested in what someone is saying

 What message are you sending if someone is presenting a

new idea and you are frowning?
 BODY LANGUAGE - FIGURES

Figure includes:
 Your posture
 Your demeanor and gestures
 Your clothes and accessories such as jewelry

 What message are you sending if you are dressed casually at

an important meeting?
BODY LANGUAGE - FOCUS

 Focus is your eye contact with others

 The perception of eye contact differs by culture.
For most Americans…
– Staring makes other people uncomfortable
– Lack of eye contact can make you appear weak or not trustworthy
– Glasses may interfere or enhance eye contact

 What message are you sending if you are looking at other

things and people in a room when someone is speaking to you?
 BODY LANGUAGE - TERRITORY
 Territory focuses on how you use space.
 The perception of territory differs by culture. Most Americans
are comfortable with an individual space that is about an arm’s
length in diameter

 What message are you sending if you keep moving closer

to a person who is backing away from you?
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 THE POWER OF LISTENING

The philosopher Epictetus stressed the power of listening

in this quote:

“Nature gave us one tongue and two ears so we could

hear twice as much as we speak.”
 TYPES OF LISTENING

• Informational Listening: is to understand and remember

what is important in the message

• Evaluative Listening: is to make decision or accept or reject

an idea

• Empathetic Listening: is to pay an attention to another

person with empathy
 LISTEN ACTIVELY

• Prepare to listen by focusing on the speaker

• Control and eliminate distractions so that you can focus on
the message. Don’t do anything else (writing, reading, email)
but listen
• Establish appropriate eye contact to show interest
• See listening as an opportunity to get information, share
another’s views, and broaden your own knowledge
 THAT’S A GOOD QUESTION!

• Close end questions limit the answer to yes or no

• Open end questions allow the responder total freedom in answering

• Direct questions ask for specific information; limit answers to brief fact

statements
• Probing questions follow up other questions to solicit additional

information
• Hypothetical questions present a theoretical situation to which receiver

responds
Close end question
“Did you attend the staff meeting this morning”?
Open end question
“What was discussed at the staff meeting this morning”?
Direct question
“Which topics were listed on the meeting agenda”?
Probing question
“Can you tell me more about the first agenda topic”?.
Hypothetical question
“What would
Goodyouquestion
have done,- examples
if you had not had the chance
to present your idea at the meeting”?
 IDEAS TO WALK AWAY WITH…

 People are always communicating

 The meaning intended by the sender is never exactly
the message gotten by the receiver
 We can help to overcome barriers to communication
by being aware of them
 Verbal and non-verbal communication is important in
sending our messages
 Homework
• Read chapter 13 - Delegating/p.g 445

61 03/20/2021 Sống tử tế, học đàng hoàng, kết nối năm châu