Training Manual

Communication Skills

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, Rep of Ireland 2007 2

Training Manual Title of Training Manual

This Manual is designed to provide you, the employee, with a full knowledge of the importance of good communication skills when dealing with customers and your colleagues on a day to day basis. By learning the different techniques used when dealing with people on all levels, 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)

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Certificate of Completion

_______________________

(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.

____________________________________ ( Signature of Manager/Supervisor ) ____________________________________ Date

____________________________________ ( Signature of Trainee ) ____________________________________ Date

Congratulations!

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Introduction There are many forms of communication that can be learnt, including communication with others who speak another language. 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. Dealing with a customer is extremely different to dealing with a supplier or delivery person. There are many potential barriers when it comes to effective communication, and this manual is designed to assist you in all aspects of communicating with your peers, management and customers, on a daily basis.

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What is Effective Communication?

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

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Verbal Communication Different Types

When an organisation grows, it generally follows that communication throughout the different channels of business, decreases. To ensure that this doesnt happen, different channels of communication need to be established. It is important that you are aware of what different channels of communication are available in your organisation. Each department in the organisation should have its own channel of communication. In order to facilitate Talking to yourself. This can be described as intra-personal communication. Talking to an inanimate object or a non-human (e.g. animal, trees, etc). This can be described as extra-personal communication. Talking to a small group of people or having a one-to-one conversation. This can be described as inter-personal communication.

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Body Language
Body language plays an important role in the art of communication. In the business world, it is extremely important to make eye contact when speaking face to face, but it is important to remember not to stare, as staring can be arrogant and threatening. Also, when maintaining eye contact, it is important not to blink too much this can make you look nervous and dishonest. Strange but true. Other types of body language to consider: Direct your body towards the person you are speaking to. If the guest is sitting, then sit down, if the guest is standing, then stand. Be aware of the hand gestures you are making. Presenting your hands with palms facing upwards is a welcoming gesture. better to friendliness and helpfulness. Facial expressions play an important part in communication. stupid. Keep a relaxed Remember, guests will react

expression on your face. Dont grin continuously, as it can make a person look Smile and nod, to show you are listening no dead pan faces or arrogant faces which can convey disinterest and boredom. Dont stand too close to a guest as this can be thought of as an invasion of personal space. Keep your posture correct by standing up straight, and avoid crossing your arms, which can make you look unapproachable.

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Different Lines of Communication

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

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Communication with your colleagues

The team of people that you work with, and who are on the same level as you, deserve to be treated with the same respect that you afford your superiors. You should be polite and helpful at work when communication with all levels of staff. Teamwork is the key to the successful running of any organisation. How staff work together can make a difference when it comes to customer satisfaction. You are a part of that team, and your communication within the structure of the organisation is just as important as the next person. If staff moral is high, then the customer will pick up on this, just as much as they will when moral is low. By assisting each of your team mates, you will ensure that the best service is provided to customers, as long as the rest of the team works in this way too. So that your colleagues can work to the highest standard, they need your assistance, and vice versa. Treat the rest of the staff as customers on the inside and you will always maintain a good relationship with them. Always be friendly in your greeting to your colleagues. Show others that you value their opinion by responding to questions clearly and directly. Always display a positive attitude (even if you dont feel like it). By acting in a friendly manner you will elicit a similar response from those around you. Remember, treat everyone equally, as no matter how different we are, we all deserve to be treated with respect.

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SELF ASSESSMENT TEST

The following test is designed to assist you in remembering all the things you have learnt in this Training Manual.

1.

What is important about effective communication?

____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________

2.

Name 3 different types of body language and how they can be helpful in effective communication?

____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________

3.

What are the different types of verbal communication?

____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________

4.

What different lines of communication are there?

____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________

5.

Why is good communication important with your colleagues?

____________________________________________________________________ ____________________________________________________________________ _________________________________________________________________

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