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HND HOSPITALITY

MANAGEMENT UNIT 7The Developing Manager

Communication

Lecture 3 - 04/04/2011

Lecturer: M. Amankwah

HND HOSPITALITY MANAGEMENT UNIT 7

The Developing Manager

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The structure of todays session

Recap from last week

Management theories

communication

communication exercise

assessment questionnaire

Communication Styles

Non Verbal communication

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

Recognise Management Theorists and

principles Explain the communication processes

Interpret one principle of effective

communication

Learning Objectives

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Classical Theorists Who are they? How

did they contribute to management?

Recap

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What is communication?

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Communication

Brain Storm!

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Communication

Communication is thetransferof

information from oneperson to another.

Most of us spend about 75% of ourhours awake communicating our

knowledge, thoughts, and ideas to

others.

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Communication Process

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Source - clear about why and what

Message - information

Encoding - convey information clearlyand simply know your audience

Channel verbal/ face to face , written

email/ telephone/ videoconferencing,

with verbal


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Decoding - taking time to read the

message carefully

Receiver - message delivered toindividual

Feedback important, confident your

message has been put across


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Effective Communication

Example

Listening

Good listening skills

Active listening steps

Eyecontact

Summarise

Connections

Askandanswerquestions


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Now You have heard.....

Why dont we practice?

First person takes a slip, read it outand give an answer or comment

Return the slip to the bottom of pile

You have 3 mins for this exercise

Feedback - Each group to say one

thing about a group member

What IF group exercise

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Communication Styles Exercise

What is your preferredcommunication style?

Not what you use at work or at the

moment but how you prefer tocommunicate

Read and answer questionnaire ( 1 20)with:

Agree strongly 4

Agree somewhat - 3

Disagree somewhat 2

Disagree strongly 1

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Communication Styles Assessment

To Assess yourself transferthe scores you have given toeach statement to the boxes

on the self assessment resultssheet provided

Look at the column whereyour score is the highest. Thisis the communication styleyou use most of the time

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Communication styles

Rational (Reasonable/ Realistic)

Emotive (Sensitive/ Touchy/ affecting)

Intuitive (spontaneous/natural/perceptive)

What do they mean for you?

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Lets Have a Break!

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Rational

Focuses on information/ facts

listening carefully to ideas, disagreement notperson

Fairness

Take turns when talking

Less comfortable with feeling discussions

Less variation in tone or gestures

Effective, brief, state the point, avoid lengthyconversations

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Emotive

feelings people oriented and passionate

Emphasizes person, and attaches importance tofeelings. Issues and ideas are not separated from theperson.

One can interrupt while others are speaking

There are feelings in voice , regardless of volume

The point might be left unstated because stating thepoint explicitly might appear disrespectful

Variation in tone and gesture Decisions are in terms of how they will affect people,

relationships and morale

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Non-verbal communication


Most of us fail to realise that a great deal

of our communication is of a non-verbalform as opposed to the oral and written

forms.

Do you know the ration between theusage of verbal and non-verbal

communication?

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Non-verbal communication includes facial

expressions, eye contact, tone of voice, body

posture and motions, and positioning within

groups. It may also include the way we wear

our clothes or the silence we keep.

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Porters division of non-verbal

communication1. Physical - This is the personal type of communication. It

includes facial expressions, tone of voice, sense of touch, senseof smell, and body motions.

2. Visual - This is the type of communication that takes place

through creative expressions: playing instrumental music,dancing, painting and sculpturing.

3. Signs - This is the mechanical type of communication, whichincludes the use of signal flags, horns, and sirens.

4. Symbolic - This is the type of communication that makes use

of religious, status, or ego-building symbols.

(Management Skills Resources, 2011)

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Static Features of non-verbal

communication(Management Skills Resources, 2011)

Distance - The distance one stands from

another frequently conveys a non-

verbalmessage.

Orientation - People may present themselves

in various ways: face-to-face, side-to-side, or

even back-to-back.

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Static Features of non-verbal


Posture. Obviously one can be lying down, seated,or standing. These are not the elements of

posture that convey messages. Are our legscrossed or our arms folded ? Such posturesconvey a degree of formality and the degree ofrelaxation in the communication exchange.

Physical Contact. Shaking hands, touching, holding,embracing, pushing, or patting on the back allconvey messages.

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Dynamic features of non-verbal


Facial Expressions - change during interaction

and are monitored constantly by the recipient.

Gestures - cues is a hand movement. Most

people use hand movements regularly when

talking.

Looking - social communication is eye contact. Itcan convey emotion, signal when to talk or finish,

contact may suggest interest or boredom.

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Pair Work - Discuss these

questions At work, what is thestrength and the weaknessof your preferred style?

How do each of the othertwo styles help you and howdo they hinder you in theworkplace?

You have minutes 15 to workon the task

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Feedback on Task

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Form groups (A, B, C and D)

Each group is assigned to a

mixed message Discuss

Mixed Messages - Activity

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Mixed Messages

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Mixed Messages

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Mixed Messages

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Mixed Messages

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Feedback on Task

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know when to communicate andwhen to say nothing

know how to use and interpret non

verbal communication Be skilled at 1-way and 2-way

communications

Be able to use a variety of

communication styles Know how to establish rapport with

others

Effective Communications

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Intuitive

Focuses on knowing what comes from

experience

Discussion is more internal with oneself thanexternal with others

Increased experience can lead to more rapid

decision making

Decisions are announced without justification

Effective Communications

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Individual work

Increasing your

communicationeffectiveness

Read the Questions

Write down the answers

Your have 15 minutes

Self- Assessment

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Home Work

Read about barriers to

communication

Organisational culture


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Review

Communication

What have you learned today

Write down two things - onpapers provided

One: very clearly understood

Two: not so clearly understood


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References

http://www.learningthroughlistening.org/Liste

ning-A-Powerful-Skill/Teaching-Listening/Ten-

Steps-to-Effective-Listening/76/

(Management Skills Resources, 2011)http://www.managetrainlearn.com/field/com

munication-skills


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