Communication is the most important and the most used of all skills in the hospitality and tourism industry. Managers spend the largest portion of their time in verbal or written communications with their employees or outside parties. Other staff member communicates among themselves, as well as their managers, front-line employees suppliers, and so on; to give and receive the information they need to perform their jobs.
Communication has been recognized as the means by which both and people and the organization survive. When human beings lack the ability to cope with life, the source of the problem is often a lack of appropriate information. Incomplete and unorganized information places a heavy strain on the ability of people to make sense out of their existence. Their performance of a job depends on having necessary information, having the skills to do a job depends on the quality of communication during the skills acquisition period.
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The importance to master verbal and nonverbal communication
Most people believe that speech is our main form of communication. In reality, oral communication is a fairly recent development in the history of human evolution. Per definition verbal communication is the sharing of information between a sender and a receiver by way of speech. It is vital that when communicating the message hotel businesses and employees are sending is understood in the way that it was intended and that communication is not distorted.
But before speech was developed, humans relied on body language and sounds to transport attitude, emotions, and feelings. Nowadays, nonverbal communication, which includes body language, the use of personal space, facial expressions and still makes up approximately 65 percent of our communications.
While verbal communication is often used to carry facts and data, nonverbal communication articulates our physical, mental, or emotional states of hotel or restaurant customers. Hospitality is a highly interactive and people-focused business and it is therefore important to hotel managers and staff to master both ways of communication.
A person who talks a lot is not necessarily a good communicator. People who talk a lot may actually be poor communicators because they never stop listening to you.
If the talker constantly interrupts you or finishes your sentences for you, the communication is only one way. If somebody constantly interrupts you and tries to finish your sentences for you, you need to keep speaking through the interruption. If he or she continues to interrupt, you need to say, “Please let me finish” in a calm voice, and continue talking.
A good communicator talks about things that are of importance to you and says them in a way that you can understand. When good communicators are telling you important information, they stop often to ask you whether you have understood so far. Good communicators avoid annoying mannerisms of speech, such as “you know” or “like,” or annoying gestures like playing with a pencil or looking at the clock. A good communicator is someone who practices active listening.
You can listen about four times as fast as you can speak. It is easy to listen to your own thoughts at the same time as listening to somebody else speak. It is also easy to listen to only your own thoughts while somebody else is speaking. To be an active listener, you must deliberately resist this tendency to let your mind wander. Not only will you remember more of what the speaker is saying, but the speaker will feel that you are listening.
“Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.”
HIHT helps you to improve the quality of every part of your life!
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Heritage Institute of Hotel & Tourism
Agra & Shimla