Workplace Etiquette
What titles should you use when addressing the guest?
Mr.
Mrs.
Ms.
Miss
Dr.
What is a common type of barrier?
Physical
Language
Culture
Failure to listen
Lack of Information
Lack of necessary skills
Incomplete communication
What is one tactic to use when listening to a guests needs?
Put yourself in their shoes
Be sensitive to guests feelings
Be courteous
Pay attention to what you are saying to each other
Listen for feedback
Be aware of your nonverbal body language
What are the two methods some job tasks require?
Written and Electronic
Type of communication involving speaking without words
Nonverbal communication
What should you never do when talking to a guest?
Never assume you can us their first name
Results when differences in background cause the sender and receiver to interpret the information differently
Cultutal Barriers
What communication skill involves taking a moment to reflect?
Diplomacy
A word formed from a sequence of initials or groups of letters such as R.A.V.E.
Acronyms
Type of communication involving Stay focused on the topic being discussed
Verbal Communication
What should you wear for the guest to be able to call on you.
Nametag
Occurs when the receiver of information fails to return information, or feedback, about the outcome of a task or situation back to the sender
Incomplete Communication
What are effective communication skills?
Tact and Diplomacy
Rules for Written Communication
Use Standard English
Follow Standard rules of grammar and punctuation
Use complete sentences
Avoid jargon or slang
Define business related acronyms
Never use text speech
Use easy to understand language
Nonverbal Communications involves what?
Speak without words
Can change the meaning of the words spoken
Never invade a person's personal space
Use eye contact/movements
Use touch carefully
Use body language that shows respect and value for everyone
What is the workplace attire?
Follow company policy on uniforms or correct office attire
Wear a nametag at all times
Wear company approved shoes, hairstyles, makeup, and jewelry
Keep attire neat and clean
Good personal hygiene. Never chew gum at work
Barriers to effective communication cause the smooth flow of information passing from sender to the receiver to be?
Disrupted or stopped
What do you need to do in order to communicate effectively with the guest?
Read the Guest
What category is the rule "Reply to only too people who need to hear from you" under?
E-mail.
What percent does body language contribute to Nonverbal Communication?
55 percent
Workplace etiquette is an important part of what?
Teamwork
Poor communication will have a negative impact on what?
The guest experience
Employee morale
Business's Profitability
What is not a good tactic in any situation?
Rushing in and saying the first thing that comes to mind
Becoming defensive
What is essential for someone building a career in the industry?
Developing strong communication skills for use of written and electronic letters, notes, messages, and reports.
What does guest communication involve?
Variety of Information:
Giving directions
Answering questions
Solving problems
Dealing with issues