INTERPERSONAL COMMUNICATION
The process of transmitting verbal and non – verbal messages using a person or a group of persons as the medium or channel of communication.
With product knowledge and polished sales techniques as ingredients to successful food and beverage service, it is essential that food and beverage professionals have exceptional interpersonal communication skills. Active listening, appropriate verbal and non-verbal communication skills, effective speaking skills correct telephone etiquette and teamwork all contribute to a high level of competency and professionalism. A consistent and good interpersonal communication skill also boosts self confidence and encourages mutual professional respect among co-workers.
Ways to listen actively:
1. Make eye contact with the speaker
2. Focus on the content of the message rather than on the speaker
3. Avoid prejudging the speaker’s message
4. Show interest in what is being said
a. Slightly lean forward
b. Refrain from interrupting
c. Nod or smile as appropriate
5. Confirm your understanding of what was communicated.
a. Repeat the message in your own words (paraphrasing)
b. Ask questions to clarify the meaning
Active listening techniques
1. Talk less and listen more
2. Try to focus on ideas that will help you organize the facts
3. Give the speaker your full attention
4. Do not make judgments about a message until the speaker has finished speaking
5. Be open minded to the subject matter and to the speaker.
6. Consider the speaker’s perspective
7. Develop your listening skills by listening to challenging materials that forces you to concentrate
Non-verbal Communication
Unspoken messages
Most of the time, what you communicate non-verbally through your appearance, gestures actually holds more meaning or truth than what you are actually saying. Understanding non-verbal cues helps both the listener and the speaker to interpret the message that they send and receive. Posture, gesture, eye contact, grooming, expressions, a way a person walks, the way a person writes and even the simple handshake, all send non-verbal communication.
When a food and beverage service professional is deliberate about sending positive non-verbal messages, he can build trust with guests and colleagues. Recognizing the difference between verbal and non-verbal communication helps the food and beverage service professional to understand what the guest and co-workers really wants to communicate.
Some non-verbal cues that send a positive message:
1. Smiling and nodding - shows attentive listening skills
2. Interest and positive attitude is indicated when ones arms are not crossed
3. Avoid distracting behaviors
a. Knuckle cracking
b. Leg shaking
c. Fidgeting
d. Rolling of eyes
4. Slightly leaning forward while listening shows interest. Do not interrupt.
5. Making eye contact and giving full attention shows courtesy.
6. In response to the behavior of another person, show patience by:
a. Not sighing heavily
b. Rolling of eyes
c. Shaking of the head
Non-verbal behaviors that show professionalism
1. Be deliberate about grooming
a. Make sure you are clean and neat
b. Make sure that attire is appropriate for business
2. Show confidence by standing up straight and walking with a purpose.
3. Be respectful of the time and space of others
a. Do not keep people waiting
b. Be on time
4. Make it a priority to acknowledge people.
a. Make eye contact as soon as they enter your field of view
b. Say hi or hello
Effective verbal communication
Food and beverage service professionals are skilled at:
1. Understanding
2. Anticipating the needs and wants of guests
How to learn:
1. Adapt their communication style
2. Tones and gestures according to the needs of guests in any situation.
One will know that the process of communication has been accomplished when a feedback is produced from the listener.
1. Choose words carefully
2. Always use a positive and proper language when communicating with guests and co-workers
3. Avoid using complex language
4. Avoid slang
5. Avoid using industry jargon when speaking to a guest.
6. Speak directly to the person that you are addressing
7. Maintain a pleasant tone of voice
8. Pronounce words clearly
9. Speak at moderate pace
10. Speak loudly enough to be heard
11. Do not shout
12. If you encounter communication barriers, always smile and make contact. If the communication process is not achieved, politely excuse yourself and seek assistance.
Effective Telephone Etiquette
Telephone communication is often the first means of contact a guest has with a food and beverage establishment. First impression is very very important! Effective telephone communication will help achieve this objective.
Some reasons for unsuccessful telephone communication
1. Distorted time – when one is put on hold, a few seconds will usually seem like hours and will frustrate a guest and will have an impression that calling the establishment is a waste of time.
2. No physical contact – lack of physical contact holds the disadvantage of not knowing how a caller will react after giving information. A friendly tone and lively voice rather than an electronic voice can create a more personal atmosphere.
3. No visual contact – the supposed friendly environment of your establishment will not be seen by the guest. However, smiling while speaking to the phone will show a more positive attitude in the voice.
4. Unfamiliarity – People want to know to whom they are speaking with and why that person is calling. There is uncertainty when a voice or name is not immediately recognized. It is important to introduce yourself at the beginning of the conversation.
5. Need for confirmation – Always ask for clarity and give the listener the opportunity to ask as well.
Food and Beverage Professionals must be familiar with the telephone system features at the workplace.
Guidelines for effective telephone communication
1. Smile while speaking to the telephone
2. Listen actively when it is the listener’s turn to speak
3. Take responsibility in meeting the callers needs
4. Ensure that callers on hold are not left holding or waiting.
5. Document information when applicable
6. Thank the caller by last name if possible. Offer a closing comment.
7. Refer to company procedures regarding calling and answering a telephone.
- A combination of efforts of team members to achieve a common goal
1. Each team member understands that he/she has an individual responsibility to contribute his/her best
2. Team members understand that they need to encourage members to do the same.
3. A sense of partnership and accomplishment should be experienced by team members.
a. To increase motivation
b. Generate pride
c. Increase job satisfaction
4. A team-oriented attitude improves communication
a. Less stress
b. Less staff turnover
c. Greater productivity
d. Lead to a company that successfully meets service goals
e. Increase opportunity of repeat business
f. Boost sales revenue
Being a team player means making a concerted effort to get along with other team members, being productive, and contributing your fair share towards achieving mutual goals. It also means a positive attitude and sometimes putting the needs of the team ahead of your own.
Behaviors that commit to team work:
1. Professional behavior
2. Display of positive attitude
3. Taking responsibility for actions.
a. Do what you say you will do
b. Do not make excuses or blame teammates for problems
4. Be complimentary. Learn how to appreciate efforts of others
5. Offer to help team members when not busy
6. Ask for assistance when needed
7. Share knowledge and skills
8. Be empathetic
9. Acknowledge co-workers and management.
10. If you have finished your assigned tasks and you still have time, offer to help team members.
11. Acknowledge others who have helped you get a task done
12. Never criticize a co-worker who is having difficulty instead, assist, be encouraging and be supportive.
Roles of Team Members
Knowing how a team is organized enhances your sense of professionalism and capability to work with a team, as this will help you become more knowledgeable about the organization and who you are working with. This will give you the opportunity of knowing the appropriate person to direct to, in terms of other operational tasks and the like.
General Food and Beverage Roles
Some of the positions would be:
1. Operations/Area – Oversees and is responsible for the operations of all outlets.
2. Store/Outlet Supervisor – Second in command to the Operations Manager, outlet level and is responsible for the operations of the outlet.
3. Assistant Store/Outlet Supervisor – Second in command to the Outlet Supervisor and assumes Store/Outlet Supervisor’s duties as required.
4. Team Leader – Coordinates operations at service areas such as the restaurant, cashier and food production
5. Service Crew – Will function as wait staff providing food and beverage service and sales to guests.
6. Cashier – Taking orders over the counter, Processing of payments
7. Commissary Supervisor – Chief in command of the commissary and outlet kitchen or food production areas. Directs the entire operations of the food production department.
8. Cook 1 – Responsible for duties within the kitchen
9. Cook 2 – Responsible for duties within a section
10.Cook Helper/Steward – responsible for cleaning of wares and some food preparation.
11.Rider/Delivery Personnel – Responsible for delivering food and beverage orders.
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