HSP M 101 Lecture Notes - Lecture 12: Nonverbal Communication, Environmental Noise, Active Listening

• School: Iowa State University
• Department: Hospitality Management
• Course: HSP M 101
• Professor: carolineebert

Document Summary

Represents the business and how others see you. Communicate with: employees, guests, owners, other managers, suppliers/vendors, & Builds trust raise productivity help employees stay motivated. Meet and greet all guests when they arrive. The manager"s communication skills influence the guest"s opinion on the establishment. Owners want to know how the business is doing through: Written reports, financial budgets, answers to questions, performance. Quality and frequency of communication influences the view of the manager"s success. Managers must alter how they communicate, depending on who they are communicating with. Sending and receiving information to receive a response or action by: Speech the 5 elements of the communication process. Sender, message context, message channel, message content, receiver. Person who sends the message to the receiver things to consider before sending a message: Message content- information sent by the sender to the receiver. Chain of command: one level to the next, department/team. Person or persons for whom the message is intended.