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HRT 383
Communication: Groups & Teams
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Thank You to…
• Noel Cullen, author of Life Beyond the Line• Gary Yukl, author of Leadership in
Organizations• Carol Roberts, presenter of Keys to Powerful
Writing and Interviewing Appreciatively• Robert Woods and Judy King, authors of
Quality Leadership and Management in the Hospitality Industry
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Works Cited
Brownell, Judi. 1987. Listening: The toughest management skill. The Cornell H.R.A. Quarterly, February 1987: 65-71.
Decker, Bert. 1992. You’ve got to be believed to be heard: Reach the first brain to communicate in business and life. New York, NY: St. Martin’s Press.
Decker, Bert. 1996. The art of communicating: Achieving interpersonal impact in business. Revised edition. Menlo Park, CA: Crisp Learning.
www.Quotegarden.com : Listening. Accessed 10/31/03.
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HRT 383 Learning Objective
Understand the process of communication and its impact on a system. Identify techniques of effective communication and factors that act as barriers.
What processes? What system? What is a barrier? What is effective communication?
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Common Definitions
Communicate: to give, share, impart, reveal; to have something in common with another; to succeed in conveying one’s meaning to others
Communication: transmission, imparting; giving of information or messages
Communicating: system of transmitting messages
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The Basic Process of Communication
1. Sender has a message2. Sender decides how to express the message3. The sender gets the message to a receiver 4. Receiver hears, sees and/or reads, and
interprets5. Receiver responds with feedback
Action / Reaction Questions / Comments
6. Sender gets a message from the receiver
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RKR as a Set of Systems
Recognize the restaurant as a set of systems and subsystems; analyze the system’s interrelationships. Be able to diagnose system breakdowns and prescribe changes.
RKR is a set of systems A basic subsystem of RKR is
HOH FOH
Communication is one subsystem
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Communication:Subsystem Examples
1. Hostess/Host ↔ Guest2. Manager ↔ Guest3. Server ↔ Guest4. Server ↔ Expo5. Expo ↔ Line6. Manager ↔ Staff (HOH, FOH, All)7. Manager ↔ Manager
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Some Possible Barriers
LANGUAGE BARRIER avoid long words, jargon, local dialect
HABIT BARRIER don’t do everything the same
DISTRACTION BARRIER try to remove them or make allowances
MISUNDERSTANDING BARRIER slow down and double check.
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Other Barriers:These May Cause Conflict
Lack of true dialogue: get to know people, then facts! Confusion: unclear terms, goals, or objectives Perception: interpretation based on past experiences
(perception is their reality) Emotions: confusing facts with feelings (messages get out
of proportion or context) Egos: can cloud judgment; may affect what is said and what
is heard Feedback is not allowed or ignored: the communication
loop can not / does not close
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What is effective communication?
How would you define?
How do you know?
When is it not?
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Why is communication important?
Developing KSAs General Educations Major Course Work Where else?
With whom? Dyad Group Team Organization
Internal External
In what way? Verbal & Non-Verbal
Formal presentations Formal conversation
Discussion Debate Dialogue
Informal conversation Interpersonal relationships
Written Communication Professional Personal
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Verbal Communication:Key Points - Discussion
KEEP TO THE POINT be as precise as possible
KEEP IT SIMPLE use easy words
SAY OR WRITE WHAT YOU MEAN there will still be questions
PLAN YOUR CAMPAIGN choose best time, mode (e.g. one-on-one vs. group)
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Verbal Communication:Key Points - Dialogue
KEEP THE FOCUS ON OTHERS Your role is to listen without judgment
WHEN YOU SPEAK, ASK QUESTIONS Your role is to know more
DIALOGUE BEFORE “DISCUSSING” Know the feelings before dealing with the facts
REQUIRES THINKING AHEAD Choose best time for both; have the proper mind-set
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Whether formal or informal:
1. Build rapport with others
2. Listen actively
3. Ask good questions
4. Paraphrase sincerely
Verbal Communication:Other Aspects
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Verbal Communication:Rapport
Being in sync with other people,
verbally and non-verbally,
so they are comfortable
and have trust and confidence in you
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Verbal Communication:Active Listening
Be engaged Truly hear and process the message Avoid distractions More detail to follow…
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Verbal Communication: Good Questions
Show sincere interest Deliver questions with “life” Types of questions:
Positive questions (The way you ask) Behavioral questions (How would you…) Situational questions (In this situation…) Probing questions (Elaborate/clarify)
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Verbal Communication:Paraphrasing
Listen carefully Determine what the message means to you Restate the message in your own words to show the
meaning you received from the message This is not about your opinion or interpretation –
it’s about what they said! Your Goal: “I hear, I understand, I care”
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Verbal Communication:Sincere Paraphrasing
This is NOT “What I hear you saying is…” State in your own words your understanding of
what another person says or feels You feel that… You mean that… You think that… As I understand it…
Is that right?
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Non-Verbal Communication
Bert Decker’s book is titled “You’ve got to be believed to be heard” for a reason!
He discussed factors Eye factors Energy factors
What do you see?
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“I never saw a person
who could cram so small an idea
into so many words.”
Abraham LincolnFrom Quotegarden.com
Written Communication
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What?
Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a toatl mses and you can sitll raed it wouthit porbelm.
Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
Amzanig huh?
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Written Communication:The Goal in Business
Be Clear
&
Be Concise
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Written Communication:Hints
Cut unnecessary words Few in number Few Serve to make reductions in Reduce
Use short and powerful words Of the 701 words in Lincoln’s Second Inaugural
Address, 505 are one-syllable and 122 are two-syllable
Think about the word “house”
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Written Communication:Hints
Do not overuse That, would, was Very, quite
Avoid redundant adverbs and adjectives The radio blared loudly He clenched his teeth tightly
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Written Communication:Hints
Prune out qualifiers Pretty much, kind of, sort of A bit, a little, rather
Use the active voice – avoid passive voice This paper was written by me vs. I wrote the
paper (passive = 7 words; active = 4 words) The manager was hesitant to approve vs. The
manager hesitated to approve
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Written Communication:Hints
Paragraphs - Topic Sentence Clear, concise paragraphs are expected One topic per paragraph; in the lead sentence Other sentences offer supporting points: illustrate,
explain, clarify Final sentence is the spring board to the next paragraph
When writing, consider the audience Who are they? What are their needs? What are their expectations and preferences?
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Listening Actively:The Receiver’s Challenge
"Wisdom is the reward you get for a lifetime of listening when you'd have preferred to talk."- Doug Larson
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Listening
The most challenging of all communication skills Requires focus Requires practice
Different degrees Passive at one end of the scale Deeply involved – “Active Listening” – at the other
Different Ways Fact (Discussion or Debate) Feeling (Debate or Dialogue)
You’ve Got to be Believed to be Heard, pg. 190-192
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Maslow’s Four Stages of Learning
Unconscious IncompetenceWe don’t know what we don’t know
Conscious IncompetenceWe know what we don’t know
Conscious CompetenceWe work at what we don’t know
Unconscious CompetenceWe don’t have to think about knowing it
The Art of Communicating, pg. 48-49
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The Typical Executive
Spends 80% of his or her time communicating Of that time:
Listening 45% Speaking 30% Reading 16% Writing 9%
You’ve Got to be Believed to be Heard, pg. 191
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Listening Capacity
We use only about ¼ of our listening capacity
Listening capacity is difficult to measure Even without using quantifiable measures,
what if each of us doubled our individual listening capacity?
You’ve Got to be Believed to be Heard, pg. 191
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Brownell’s Model
HURIED Hearing Understanding Remembering Interpreting Evaluating
Listening: The Toughest Management Skill, pg. 65-66
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Hearing
Essential Actions: Concentrate on what the speaker is saying Allow the entire message to be delivered without
interruption Sender and receiver must be comfortable with
silence Avoid Distractions “It’s about them, not you!”
Listening: The Toughest Management Skill, pg. 66-67
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Something to ponder…
Speaking: 130-160 words per minute We can process aural information at a rate of
up to 700 words per minute On average, we listen three times faster than
most people talk What can we do with that unused mental
time?Listening: The Toughest Management Skill, pg. 66-67
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Effective TeamCommunication
An effective team accomplishes their shared goals Building an effective team involves, among other
things: Establishing and maintaining mutual trust A feeling of membership – “sense of belonging” Sharing or roles and responsibilities Mutual ownership and accountability Developing camaraderie
In part, these are aided by effective communication
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In Closing…
“The most important thing in communication
is to hear what isn't being said.”
Peter F. Drucker
from Quotegarden.com