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Communication
Communications is about messages - sent and received. We communicate via three channels Verbal (oral language) Non-verbal (body language) Para language (vocal tone)
We receive communicationthrough our senses by sight, sound, touch and feel

Your success in the hospitality industry will be enhanced by your ability to communicate
You will have the opportunity to meet many different people from many different cultures and backgrounds.
You need to communicate effectively as communication skills relate not only the spoken word but with body language, tone of voice, appearance, the ability to listen

Your communication skills are also vital for the success of teamwork,You need to communicate well with your working team mates, because you rely on each other.
When dealing with customers and colleagues you need to demonstrate a positive attitude and find out what the persons needs are.

It would not make sense to have someone working in this area who was unable to communicate verbally and non verbally or who was too shy

You are there for the customer it is your job, without them you would not have a job, it is important to treat all your customers equally even if you personally don’t like the person.
Try to keep the right frame of mind, you need to enjoy what you do

Good customer service is all about bringing customers back and sending them away happy and satisfied enough to pass positive feedback about your café along to others.
The essence of good customer service is forming a relationship with customer so they return.
How do you go about forming such a relationship? By remembering that you may be judged by what you do, and what you say.

Good customer service is part of the lifeblood of all restaurants, cafes and Hotels You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, a business won’t be profitable for long.

How do we communicate to work colleagues and offer good customer service
Always acknowledge, greet and farewell customers and colleagues
Always address the customer in the proper manner they should be made to feel welcome and important.
It’s your attitude and body language when they enter and, your readiness to assist that will ensure a good working environment and promote good service which will ensure customers return.

Body language is unspoken communication that goes on in every face-to-face encounter with another human being. It tells you their true feelings towards you and how well your words are being received. Your posture and facial expressions are important aspects of non verbal communication

Another aspect of non verbal communication involves gesturing (using hands, fingers and arms) to communicate Between 60-80% of messages are communicated through body language, only 7-10% is attributed to the actual words of a conversation, the other 7-10% is attributed to Para language

When interacting with customers and colleagues, be aware of your speech your tone of voice, (para language) grammar the use of slang terms, or jargon.

When communicating verbally with customers speak clearly not too quickly or too slowly and check that the person has understood you, ask questions if you need too.

Do not confuse people by giving too much information at once and do not be too talkative be aware of your voice tone (Para-language) use tone to indicate interest and enthusiasm and always know when to be silent.
Para language refers to the tone of voice used and to the attitudes expressed by those tones (Is the person angry, sad , happy)

Offer customers information be interested and attentive and be aware of things like personal space.
People from different cultures have different body space needs, but the important thing to remember is not to stand too close to customers the rule is somewhere between 75 - 90 cm is usually appropriate.

The correct use of questions is an important in successful communication.
To really listen, we must take the time to understand and ask appropriate questions.

Open questions
Questions that give you a chance to gain more information are known as open questions.

Open questionsbegin with words like,( how-what-when- where-why-explain-describe)

Closed questions
Are questions that can give you a direct response. Closed questions give you basic yes, no, single word answers.

Closed questions begin with words like,( do you-are you,-will you- would you)

Written Communication
As with verbal communication, when using written communication it is essential that you are aware of what result you wish to achieve.
Ensure that your written instructions are simple.
This will result in the desired outcome and eliminate room for error.

I will be giving you written instructions on how I expect you to comply with the regulations covering the "1984 Food Act" each staff member, will sign the instructions prior to starting work in the cafe kitchen.
The instructions will be returned to me when completed

Visual communication
Visual symbols communicate by representing or standing for something else.
With such a diverse environment, visual communication symbols are very important.
We do not share language but the whole world can share pictures and symbols.
This can be a good way of catching people's attention.

Visual symbols should be clear, clean and easily understood.
They might include signs directing patrons to toilets, bar areas, exits and entrances

Barriers to communication
There are a number of barriers, which impede effective communication
physical distractions
inadequate listening skills
poor choice or use of words
poor body language
personality differences
cultural and language differences
jumping to conclusions
disabilities
boredom
These barriers can impact on your ability to communicate so you must make sure you understand what is being relayed to you

Be a good listener
Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying.
Listen to their words, tone of voice, body language, and most importantly, how they feel.
Beware of making assumptions of thinking you know what the customer wants.

Use Active listening and questioning to facilitate effective two-way communication
The key to active and effective listening is to ensure you give your full attention to the customer or work colleague you are communicating with concentrate on the person, the words being spoken, do not be distracted

When Listening to your customers, make eye contact; let the customer finish what they are saying before you respond.
Always concentrate on what the customer is telling you be enthusiastic, responsive and kind give the appropriate answer by nodding or saying 'Yes, I understand' or paraphrasing what the customer says to show that you have truly understood.
Explain what actions you will take in response to what has been said show interest through your body language and facial expressions.

Check for understanding
If you tell someone to carry out a particular task, how do you know for sure they understand what to do? If you ask a person 'do you understand what to do?' and they reply by saying 'yes' or nodding their head is that a guarantee that the person really knows what to do.
Ask the question, do you understand? it is a closed question which gives a yes- no answer

Identify and anticipate needs
Most customer needs are emotional and logical especially around food.
The more you know your customers, the better you become at anticipating their needs.
Communicate so that you are aware of problems or upcoming needs.

Appreciate the power of "Yes". Always look for ways to help your customers when they have a request (as long as it is reasonable).
Look for ways to make doing business with you easy and always do what you say you are going to do.
Always make customers feel important and appreciated always treat them with respect and as individuals.

Excellent customer service standards are the holy grail of hospitality management.
Endless time is spent discussing the subject,yet we often hear comment lamenting the passing of ‘good old fashioned friendly service’, or words to that effect.


Customers vote for a hospitality business with their wallets and purses, and form the decision to return according to their own, unique perception of what they experience while they’re there.
You need to understand that the creation of really good customer service is very unlikely to happen by accident.

Conflict
Conflict can occur in the workplace and it is important to be able to identify and handle conflict situations from within your team or with a guest who might have a complaint.

You need to be able to recognise the signs of conflict and to take appropriate steps to discuss and resolve the conflict before it becomes destructive

The way in which you view conflict will greatly affect the outcomes of the situation.
It is vital to acknowledge that conflict can be either positive or negative.
The way in which you view conflict will greatly affect the outcome of the situation.

The first step in identifying conflict, is to recognise the signs ,such as a terse comment from a colleague or customer and changes in people's behaviour.
You need to be able to recognise the signs of conflict and to take appropriate steps to discuss and resolve conflicts before they become destructive.

There are many causes to conflict eg: Resistance to change or conflicting workplace relationships,on going complaining, not understanding, bullying, lack of judgement and jealousy,gossip all these can cause conflict.
The symptoms of unresolved conflict, can be seen in behaviour, with arguments and aggressive behaviours and general uneasiness that causes tension and lack of communication.

Do not try to avoid conflict or you may enhance the conflict issue, allowing it to build to an unmanageable problem Always stay calm and try to avoid emotion based responses
Try to find the real cause of conflict and separate the person from the problem and address issues, not personalities.

Seek out successful solutions through collaborative problem solving ask your supervisor or management for help
Do not try for a win-lose outcome, aim for a negotiated win-win result, where the needs of both parties are met.


It is important to recognise that conflict can be positive, if it results in clearing the air, or being able to relate more effectively.
Benefits can be gained with new information and the sharing of ideas Your team can bond better after clearing the air, and work together more effectively, building better relationships with everyone involved.

It is important to recognise that conflict can also be negative if it is personal and biased Negative conflict can be used as a tool for manipulation and segregates the team It affects the customers and the business and leads to low morale and poor productivity

Conflict management
Steps to Conflict resolution should determine a win - win approach,by recognising individual differences and sharing information this may result in a better understanding of the conflict .

Looking for the solution to the problem that best satisfies all parties involved is paramount, turning problems into possibilities by sometimes thinking outside the box may help.

Having a positive attitude to address and solve the conflict while having empathy for all involved and asking questions while checking for understanding
Being an active listener is important and listening to the persons point of view always allowing for feedback.
In hospitality conflict can be caused by alcohol and it is wise to follow the responsible serving of alcohol program at you place of business to limit any problems

Handling complaints
Complaintsare not the same as conflict.
In the hospitality industry it is imprtant to listen and be open minded, your views my not be the same .
Don’t ever take a complaint personally and get upset
Don’t assume you already know what your customer or colleague is going to say don't second guess
At all costs don’t get angry and don’t interrupt, you don't want to cause conflit and anger


Let the person tell you the whole story and listen to the problem, watch the tone of your voice, is it calm, remember how you Para language .

Act with concern listen to what the customer has said and make sure you understand, so they can correct any misinterpretation
Apologise on behalf of your workplace for inconvenience and be completely sincere

Decide on what action to take
Handle any problems yourself if its at all possible or call management
The action taken will depend on the problem that occurred.
Always take action promptly,this is the best process as the customer can see that something is going to be done about the problem.
Always follow up find out is the customer happy, has the problem been solved.
Ensure that the problem has been solved to both yours and the customers satisfaction ·
If it has caused you stress stay calm and remember without customers there is no job





Junita55
Junita55
Latest page update: made by Junita55 , Mar 1 2011, 1:26 AM EST (about this update About This Update Junita55 Edited by Junita55

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