Working with colleagues and customers

Communication is more than just talking; it involves all of our senses-

sight, sound, touch, taste, smell

and the more senses we use the better we are able to communicate our message. Most of us assume that 'talking' means we are communicating; while talking is a form of communication, it doesn't mean that effective communication has in fact taken place.

Effective communication exists when what one person communicates is received by another as intended. It is most readily received if it is relevant to the receiver's needs and interests. In all hospitality environments, we need to communicate. But what we communicate, how and with whom, depends largely on the sector we work in and our job role. Workplace communication is between ourselves and our colleagues, our internal customers; and between ourselves and customers or clients, our external customers.

We also may need to communicate with members of other tourism and hospitality industry sectors, consultants or committees, government representatives, local residents or the media.

Effective communication in the workplace promotes goodwill, trust and personal satisfaction between everyone and can contribute to the quality of our working life.

It builds respect and rapport between employers, employees and customers, and creates a more team-oriented environment.

Concept of communication

When we speak we do not want to risk offending and alienating customers or colleagues by the words we use. Therefore, we need to:

speak clearly avoid slang and jargon develop our vocabulary make the content appropriate and relevant Put the words in the correct context.