Work effectively with customers and colleagues

1. D1.HRS.CL1.18D1.HOT.CL1.01D2.TCC.CL1.01 Work effectively with customers and colleagues

2. Subject Elements This unit comprises three Elements: • Communicate effectively • Establish and maintain effective relationships with colleagues and customers • Work in a team.

3. Assessment Assessment for this unit may include: • Oral questions • Written questions • Work projects • Workplace observation of practical skills • Practical exercises • Formal report from supervisor.

4. Element 1: Communicate effectively

5. Communicate effectively Performance Criteria for this Element are: • Relay information in a clear and concise manner using appropriate communication techniques • Use language and tone appropriate to a particular audience, purpose and situation, taking into account the relevant factors involved • Use active listening and questioning to facilitate effective two-way communication with others.

6. Communicate effectively Performance Criteria for this Element are: • Identify potential and existing conflicts and seek solutions in conjunction with all involved parties • Complete routine workplace documentation accurately in a timely manner.

7. Communicate effectively When working in the hospitality industry, there is a need to communicate with both customers and colleagues. • What is a colleague? • What is a customer? • Who are all the colleagues and customers you communicate with?

8. Who do you communicate with? Depending upon the enterprise or specific situations, customers and colleagues can include: • Workmates • External customers and clients • Members of other tourism and hospitality industry sectors • Individuals or groups such as consultants and committees.

9. Who do you communicate with? • Government agencies and private organisations • Local residents • Visitors • Media • State guests and their entourage

10. Where do you communicate? Communication may take place in many locations including: • In an office environment • Back of house • Front of house • Reception areas.

11. Where do you communicate? • On tour • On site • At an event • Using a phone.

12. Types of communication Basic communication options include: • Verbal • Written format • Non-verbal • Use of an interpreter.

13. Effective communication To help ensure your communication is polite, professional and friendly, the following tips will assist: • Follow all establishment policies • Use a person’s name where it is known • Be honest • Use ‘please’ and ‘thank you’ a lot.

14. Effective communication • Don’t interrupt • Speak at an appropriate pace and volume • Make sure your non-verbal language matches the verbal communication.

15. Language and tone When communicating with others it is vital to make sure that the language and tone is appropriate to the nature of each individual communication. • What is appropriate language? • What is appropriate tone?

16. Internal and external customers All ‘customers’ to a business are important. • What is an internal customer? • What is an external customer?

17. Need for effective communication All communication, whether verbal or written, needs to be effective in order to demonstrate our intention to: • Meet customer and colleague needs • Deliver service and responses quickly.

18. Need for effective communication To help achieve effective communication: • Every message must have a purpose • Messages should match the interests and abilities of the receiver • Unnecessary words should be eliminated • Chosen words should be within the experience range of the receiver • Verbal messages should be clear and concise.

19. Written communication • Use graphics or pictures • Use different languages • Easy to read • Encourages people to read it • Be available in ‘take away’ form.

20. Two way communication Communication is ‘two way’: • Message – outgoing communication • Feedback – inbound communication. It must be clear that the message was understood by the receiver.

21. Communication Communication involves sending and receiving messages via: • Verbal communication • Non-verbal communication.

22. Verbal communication Verbal communication includes: • Language or speech • Questioning, listening and answering.

23. Non-verbal communication Non-verbal communication includes: • Body Language • Facial expressions • Eye contact • Gestures • Posture.

24. Communicating with customers Communication with the customers visiting your property is primarily aimed at providing information about: • Products • Services. Product knowledge relates to an understanding of both products and services.

25. Communicating with customers It involves providing: • Answers to questions asked • Information tailored to the needs of each individual customer.

26. Improving product knowledge • Speaking with colleagues • Attending staff meetings • Attending product launches • Speaking with customers to obtain feedback, opinion and thoughts • Speaking with friends and family.

27. Improving product knowledge • Speaking with sales representatives • Speaking with industry representatives • Listening to, or reading, the media • Visiting other venues within the industry to see what they are doing.

28. Types of product knowledge • General property features, services and facilities • Special features • Benefits available to customers • Disadvantages • Price.

29. Types of product knowledge • Special offers • Availability • How to purchase or order.

30. Answering customer questions If a customer asks a question and you don’t know the correct answer you should: • Be truthful • Apologise • Inform them you will find out the answer to their question • Find out the information • Pass on the information.

31. Communicating with colleagues • Operational performance • Upcoming events • Products and services information • Promotional activities • Specific customers.

32. Non verbal communication Non-verbal communication is anything other than words that communicates a message. • The way we stand • The way we talk • The clothes we wear and the accessories we use • Our facial expressions.

33. Non verbal communication Five aspects of non-verbal communication: • Emblems • Illustrators • Affect displays • Regulators • Adaptors.

34. Reading body language Kinesics Itis the art of decoding body language: • Personal space • Touching.

35. Reading body language Orientation and posture • Standing side by side • Standing in front of someone • Sitting • Standing • Walking.

36. Reading body language Facial expressions • What constitutes facial expressions? • What can facial expressions tell you?

37. Reading body language Eye movement What do each of the following eye movements tell you? • Eye contact • Looking away • Looking down • Not making eye contact.

38. Reading body language Gestures What do the following gestures indicate? • Pointing • Throwing up the hands in alarm • Moving the head or other body parts • Using wide and energetic gestures • Mirroring the stance of the other person.

39. Reading body language Silence • Do you like silence in a conversation? • What does ‘silence’ tell you? • When is it good to be silent?

40. Listening The use of questions and effective listening are keys in nearly all effective two-way communication. • What is the difference between ‘hearing’ and listening’? • Are you are good listener?

41. Effective listening • Encourages others to fully transmit their message by indicating our interest and concern • Ensures receiver has all the relevant facts • Improves relationships • Assists in problem resolution • Allows for proper understanding between people • Reduces many conflicts • Improves staff morale • Raises workplace productivity.

42. Types of listening We have two listening options: • Active listening • Listening only • Reflective listening • Verbal feedback that ensures the channel of communication continues clear and without conflict.

43. Active listening • Showing sensitivity to the speaker and showing all due respect • Displaying empathy with the person speaking • Demonstrating your attention to all the non-verbal signals you send • Not interrupting the speaker.

44. Active listening • Encouraging the other person to continue talking by using encouraging behaviour – nods, murmurs, short words of encouragement • Concentrating on what is being said rather than allowing yourself to drift off while thinking of something else • Not being judgmental about the way the speaker looks, or what they are saying.

45. Reflective listening • Paraphrase what the speaker says – sum up and repeat • Read between the lines of what is actually being said • Utilise questioning to sum up or clarify • Continue being non-judgmental • Refrain from making comments or interrupting • Continue being sensitive.

46. Questioning • What is the importance of questions? • When should you use them? • What types of questions can you ask?

47. Closed questions Closed questions are asked in such a way as to elicit only a ‘Yes’ or ‘No’ answer. • When is a good time to use closed questions?

48. Open questions These are questions that probe the talker for more information and encourage them to supply further detail. They are questions that begin with: • What • Why • How • Where • When.

49. Methods to aid effective listening • Effective listening requires practice and concentration. • Prepare yourself to listen • Become interested • Keep an open mind • Identify the main idea.

50. Methods to aid effective listening • Listen critically • Don’t get distracted • Take notes • Help where necessary • Reflect on what has been said • Keep quiet.