Working with collegues and customers study notes
Work with colleagues and customers !
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• internal customers: are people who work within the industry eg. workmates who work other departments within the same organisation !
!
• external customers: are people who are outside the organisation eg. clients, paying customers etc. !
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• the communication process cycle: sender (giving message), receiver (receiving message), message (information is conveyed), feedback (message got to the reviver with the intend from.)!
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Types of Communication !
Verbal!
• verbal element: what we actually say eg. the message and the words !
• vocal element: how we say it eg. tone, pitch !
• Visual element: what the receiver sees eg. posture, facial expresions!
• The use of effective verbal communication includes:!
- appropriate language!
- clear voice!
- ensuring speech is an audible volume !
- courteous tone !
- active listening skills !
- appropriate questioning techniques!
!
• Non-verbal: such as body language, hand gestures and facial expressions !
Elements of non verbal; communication include: !
- body language !
- interpreting gestures and subtext!
- standards of dress!
- use of personal space!
!
• Body language can be classed as open or closed!
- Open: refers to gestures that indicate to people we are receptive and listening to the message eg. nodding, smiling and eye contact. !
- Closed: we are not receptive and not interested in the message eg. crossing arms or legs and by looking away.!
!
• Written: letters, notes, emails and procedure manuals !
- telephone messages !
- email and faxes !
- orders!
- guest requests !
• the message in the written communication must be:!
- clear and concise!
- legible!
- complete and accurate!
- courteous and culturally sensitive!
- appropriate in terms of formality and language !
!
!
Barriers to effective communication !
• bias and stereotyping: having prejudice and pre convinced ideas or judgment of others!
• lack
!
• internal customers: are people who work within the industry eg. workmates who work other departments within the same organisation !
!
• external customers: are people who are outside the organisation eg. clients, paying customers etc. !
!
• the communication process cycle: sender (giving message), receiver (receiving message), message (information is conveyed), feedback (message got to the reviver with the intend from.)!
!
Types of Communication !
Verbal!
• verbal element: what we actually say eg. the message and the words !
• vocal element: how we say it eg. tone, pitch !
• Visual element: what the receiver sees eg. posture, facial expresions!
• The use of effective verbal communication includes:!
- appropriate language!
- clear voice!
- ensuring speech is an audible volume !
- courteous tone !
- active listening skills !
- appropriate questioning techniques!
!
• Non-verbal: such as body language, hand gestures and facial expressions !
Elements of non verbal; communication include: !
- body language !
- interpreting gestures and subtext!
- standards of dress!
- use of personal space!
!
• Body language can be classed as open or closed!
- Open: refers to gestures that indicate to people we are receptive and listening to the message eg. nodding, smiling and eye contact. !
- Closed: we are not receptive and not interested in the message eg. crossing arms or legs and by looking away.!
!
• Written: letters, notes, emails and procedure manuals !
- telephone messages !
- email and faxes !
- orders!
- guest requests !
• the message in the written communication must be:!
- clear and concise!
- legible!
- complete and accurate!
- courteous and culturally sensitive!
- appropriate in terms of formality and language !
!
!
Barriers to effective communication !
• bias and stereotyping: having prejudice and pre convinced ideas or judgment of others!
• lack