c at i o n

m uni
Com
 Objectives

By the end of this session you will be able to:

• Define communication and its process
• Describe differences between the various
communication methods
• List important elements when expressing
yourself
• Identify communication barriers and possible
solutions
• Choose the appropriate method of
communication
• Exchange information in an effective and timely
manner
 What is Communication?

Transferring a message
from sender to receiver
and receiving feedback
What is EFFECTIVE
communication ?

The right people

having the right information
at the right time
 Communication Model
Sender
1 (Source)

Feedback Sender Encodes

7 (Confirm understanding) 2 (Words, graphics)

Receiver Decodes Sender Prepares Message

6 (Words, graphics) 3

Receiver Receives Message Sender Channels Message

5 4
 Sender
Elements to express yourself

 Sort out and understand what you are trying

to say
 Decide why you want to say it
 Put your message into logical order
 Select a suitable method
Receiver

Main responsibilities
• To seek clarification if not
• To listen
understood
 Feedback
Is the process of confirming that what you said is
the same as what was understood.

• Understanding is very important to ensure

the effectiveness of communication.

• Be clear in your own mind what

you want others to know!

• Then decide what communication

method you will use.
 Whispers
Rules
• Trainer to share a message with a delegate in front.

• You can only say the message once.

• You must whisper the message the person next to you.

• Once you have heard the message, you should repeat it

exactly as you have understood it to the next person.

• The last person in the group to hear the message should

say it out loud so the group can compare it with the
original message.
How do we communicate ?

7%
7%
Words

55% 38% Tone

55% 38%
Body
Language
 How we use words
Variety

Quality

Rate

Volume
 Verbal Communication

• We will connect with our guests in a friendly,

polite and confident manner
• We will not engage in personal chat or argument
in the presence of guests
• We will maintain eye contact, listen carefully
and not interrupt
• We will not use slang, jargon or abbreviations
while communicating with guests
 Verbal Communication

• We enthusiastically welcome all

our guests
• We will speak with knowledge
and passion about our Vision, the
core values and the Monarch
Dubai
Body Language
 How we use body language

• We will always present a well-groomed, clean and smart

image
• We will stand up-right, not lean against anything, keep our
hands out of our pockets, not cross our arms or place them on
our hips
• We will walk at normal pace
• We will not intrude into the personal space of others
• We will not use excessive hand movements or point at a
guest/colleague
• We will always stand (where possible) to greet the guest
• We will not chew in guest areas
Visual Communication

– Pictures must mean what you are

saying
– Graphics must be understood by
other cultures
– Choose appropriate colors
– Use correct spelling
Written Communication

• We will, wherever possible, respond in the

language of enquiry
• We will use applicable company approved
templates, font and stationery
• We will avoid using abbreviations and acronyms
in guest correspondence
• We will use out of office reply if away from the
office for more than 8 hours
Choosing the Method

Choice of method will depend on

• What is being said
• Why it is being said
• Who the receiver is
 Communication Barriers
Cultural
Differences
Noise
Stereotyping

Status

Unclear
messages Language

Communication Failure to obtain

chain feedback
 The I’s have it!

• Find a partner
• Talk about anything you like
• One rule:
You cannot use the word “I”
Listening

Too often the listener is:

– Ignoring the Sender
– Pretending to listen
– Listening selectively
– Interpreting with their

own opinion
– Rehearsing their reply
• Listen as if you had to report back
• Be present – no daydreaming
• Show active signs of listening
• Control distractions
• Show interest and desire to listen
• Body language / Non-verbal
• Don’t argue or criticize
• Concentrate!
 Questioning
OPEN QUESTIONS CLOSED QUESTIONS
• Solicit ‘Yes’ or ‘No’
• Solicit more than ‘Yes’ response.
or ‘No’ response.

• Aim to get someone • Aim to limit talking

talking

• To get general • When specific

information information is needed

• Common lead-ins: • Common lead-ins: are,

what, why, who, where , have, do, will, can
when and how.