communication skills Mohamad Naji

2. COMMUNICATION IS
THE KEY

3. OUT LINE
 What is communication?
 What is the Importance of Communication?
 Type of communication
 Importance of Communication Skills

4. What is Communication?

5. What is Communication?
It is the process of exchanging:
 Information
 Ideas
 Thoughts
 Feelings
 Emotion
Through-
Speech
Signals
Writing
Behavior

6. What is the Importance of Communication?
 Communication is paramount in the restaurant industry due to its direct impact on customer
satisfaction, operational efficiency, and overall success.
 Communication is the foundation of a successful restaurant operation. By fostering clear and
open communication among staff members, management, and customers, restaurants can
deliver exceptional service, maintain high standards, and achieve long-term success in a
competitive industry.

7. Here's why communication is important in a
restaurant setting:
Cohesive Team
Coordination
Problem
Solution
Understanding
between
employer and
employee
Feedback &
Improvement
Job Satisfaction
Order Accuracy
Raising
employee
morale
Customer
Satisfaction

8. Communication
 is the process of exchanging information, ideas, thoughts, and feelings between individuals or groups
through the use of verbal or non-verbal methods. It is a crucial aspect of human interaction and plays a
vital role in personal, social, and professional relationships.
 it can take various forms, such as spoken or written language, gestures, facial expressions, body
language, or visual aids. Effective communication requires not only the ability to convey one's own
message clearly and accurately but also the ability to understand and interpret the messages of others.
 In addition to verbal and non verbal communication, there are various types of communication,
including interpersonal, group, organizational, and mass communication. Each of these types of
communication involves different levels of complexity, context, and purpose. Overall, effective
communication is essential for building relationships, resolving conflicts, and achieving shared goals.

10. Type of communication
1. Verbal Communication Skills
2. Nonverbal Communication Skills
3. Written Communication Skills

11. Verbal Communication Skills
 Verbal communication skills refer to the ability to communicate effectively using spoken words. It
includes both the use of language, such as grammar and vocabulary, and non-verbal cues, such as
tone, pitch, and pace of speech.

12. Verbal Communication e.g.
1. Using clear and concise language to convey ideas and information effectively
2. Using active listening skills to understand others' perspectives and respond appropriately
3. Asking open-ended questions to encourage dialogue and gather information
4. Using appropriate tone and volume to convey meaning and emotion
5. Adapting communication style to suit different audiences and situations

13. Verbal Communication Skills
 Verbal communication skills are essential in many areas at work, including team building with the
staff, Guest relation for the better business, and for the smooth flow of the operation.
 They play a crucial role in building and maintaining relationships, resolving conflicts, and achieving
goals.
 Strong verbal communication skills can also help individuals become more persuasive and influential,
enabling them to communicate their ideas more effectively and inspire others to take action.
IN VERBAL COMMUNICATION REMEMBER THE ACRONYM “KISS” “Keep It Short and Simple”

14. Verbal communication between managers and staff in a restaurant is
crucial for ensuring smooth operations, providing feedback, and
maintaining a positive work environment.
Here are some examples:
 Shift Briefings
 Task Delegation
 Performance Feedback
 Conflict Resolution
 Training and Development
 Safety and Emergency Procedures
 Motivation and Encouragement
 Problem Solving
 Policy and Procedure Updates
 Team Meetings

15. Shift Briefings
 Managers verbally communicate important information
such as daily specials, menu updates, staffing
assignments, and any special events to the staff during
pre-shift meetings.
Skill: Clearly convey important information, policies, and
changes to the staff.
Example: The manager communicates a new menu item,
explaining its features and ingredients, ensuring staff can
inform customers accurately.

16. What are the importance of Pre Shift Meetings?

17. Task Delegation
 Managers verbally assign tasks to different staff members
based on their skills, availability, and the needs of the
restaurant. This could include assigning servers to specific
sections, designating someone to handle takeout orders, or
instructing kitchen staff on prep tasks.
Skill: Clearly communicate tasks and responsibilities when
delegating work.
Example: The Manager assigns specific deep cleaning tasks to
different front of the house staff, ensuring everyone understands
their responsibilities to streamline operations.

18. Performance Feedback
 Managers provide verbal feedback to staff members regarding
their performance, both positive reinforcement for a job well
done and constructive criticism for areas needing improvement.
This feedback may be given in one-on-one meetings or during
informal check-ins.
Skill: Receive constructive feedback from management with an open
mind.
Example: When the manager provides feedback on a server's
performance, the employee listens attentively, asks clarifying
questions, and considers the suggestions for improvement.

19. Conflict Resolution
 In instances of conflicts between staff members or
with customers, managers engage in verbal
communication to mediate and resolve the issues.
This could involve listening to both sides, clarifying
misunderstandings, and providing solutions to reach
a resolution.
Skill: Address issues respectfully and seek solutions
collaboratively.
Example: If there's a misunderstanding between two
servers, they communicate openly, clarify the situation,
and find a resolution to maintain a positive working
relationship.

21. Training and Development
 Managers verbally communicate training
materials, procedures, and expectations to new
hires during their onboarding process. They may
also conduct verbal training sessions to teach
staff members new techniques, menu items, or
service standards.
Skill: Communicate training opportunities and
provide guidance for staff development.
Example: The manager informs staff about a training
session on customer service skills and encourages
participation to enhance their abilities.

22. Safety and Emergency Procedures
 Managers verbally communicate safety protocols,
emergency procedures, and any updates to staff
members to ensure their well-being and the
safety of customers. This includes instructions for
handling fire emergencies, medical incidents, or
security issues.
Skill: Effective Communication
Example: On a particularly crowded evening, a small
grease fire ignites in the kitchen due to a cooking
mishap. The fire alarm sounds, alerting everyone in
the restaurant. As the manager, you need to quickly
and clearly communicate the following:

23. Good vs Bad Service

24. Motivation and Encouragement
 Managers use verbal communication to
motivate and encourage their staff members,
recognizing their hard work, providing words of
encouragement during busy shifts, and
expressing appreciation for their contributions
to the team.
Skill: Inspire and motivate staff through effective
communication.
Example: The manager acknowledges the hard work
of the staff during a challenging period, expressing
gratitude and encouraging them to maintain the
positive momentum.

25. Problem Solving
 When unexpected challenges arise, managers
engage in verbal communication with staff
members to brainstorm solutions, troubleshoot
issues, and implement corrective actions to
minimize disruptions to service.
Skill: Address conflicts promptly and diplomatically,
fostering a positive work environment.
Example: If there is tension between kitchen and
service staff, the manager organizes a meeting to
facilitate open communication and find a resolution.

26. Policy and Procedure Updates
 Managers verbally communicate any updates
or changes to restaurant policies, procedures,
or protocols to ensure that staff members are
aware of and adhere to the latest guidelines.
Skill: Clearly articulate expectations for the staff,
including job responsibilities, performance
standards, and goals.
Example: The restaurant manager should
communicate specific expectations for the server
staff regarding greeting customers, upselling,
and maintaining cleanliness standards.

27. Team Meetings
 Periodic team meetings provide opportunities for
managers to verbally address the entire staff, discuss
important topics such as upcoming events or
initiatives, gather feedback, and foster a sense of unity
and collaboration among the team members.
Skill: Leadership and Team Management
Example: You are the restaurant manager conducting a
team meeting before the start of the busy dinner service.
You need to address several important topics with your
staff to ensure a smooth and successful evening. Examples,
Menu Updates, Service Standards, Safety and Hygiene,
Sales Targets and Goals, Team Building and
Communication

28. Nonverbal Communication Skills
 Nonverbal communication skills refer to the ability to convey messages without the use of words. It
involves the use of facial expressions, gestures, body language, eye contact, and tone of voice.
Nonverbal Communication e.g.
1. Using appropriate body language to enhance communication and express emotions
2. Maintaining eye contact to show interest and attentiveness
3. Using appropriate facial expressions to convey meaning and emotion
4. Using appropriate gestures and posture to convey confidence and professionalism

29. Non-verbal Communication Skills
 Nonverbal communication skills are important in many areas at work, including team building with
the staff, Guest relation for the better business, and for the smooth flow of the operation.
 They can help individuals to build rapport with others, convey confidence and authority, and
establish trust and credibility.
 They are particularly important in situations where words alone may not be enough to convey
meaning, such as when communicating across cultural or linguistic barriers.

30. Nonverbal communication plays a significant role in the restaurant
environment, particularly between managers and staff.
Here are examples of non verbal communication in a restaurant setting:
 Body language
 Gestures
 Facial expressions
 Proximity
 Touch
 Posture
 Eye contact
 Facial Microexpression
 Dress and appearance
 Silence

31. Body Language
 Managers use body language to convey authority, confidence, and approachability. This might include standing
tall, making eye contact, and using open gestures to signal availability for communication.

32. Gestures
 Managers may use hand gestures to indicate tasks or instructions, such as pointing to a specific area where
cleanup is needed or gesturing to indicate a table that requires attention.

33. Facial Expressions
 Facial expressions can convey a range of emotions and messages. Managers may use smiles to express
approval or encouragement, furrowed brows to indicate concern or dissatisfaction, or raised eyebrows to
signal surprise or interest.

34. Proximity
 Managers may use proximity to communicate their availability and authority. For example, they may physically move
closer to a staff member to engage in a conversation or provide assistance.

35. Touch
 Appropriate touch, such as a pat on the back or a handshake, can convey support, encouragement, or
congratulations. However, it's important to be mindful of cultural differences and individual preferences regarding
touch.

36. Posture
 Managers' posture can communicate their level of engagement, attentiveness, and confidence. Standing upright
with shoulders back can convey confidence and authority, while slouching or hunching over may signal disinterest
or fatigue.

37. Eye Contact
 Eye contact is a powerful form of nonverbal communication that can convey trust, respect, and attention.
Managers may use eye contact to establish rapport, show interest in what staff members are saying, and
convey important messages without words.

38. Facial Microexpressions
 Subtle facial expressions, known as microexpressions, can reveal underlying emotions or intentions. Managers may
display microexpressions such as a brief furrowed brow to indicate concern or a fleeting smile to express approval.

39. Dress and Appearance
 Managers' dress and appearance can communicate professionalism, authority, and adherence to the restaurant's
standards. A well-groomed appearance and appropriate attire can convey competence and set expectations for
staff members.

40. Silence
 Sometimes, silence can be a form of nonverbal communication used by managers to convey seriousness,
contemplation, or disappointment. A manager may pause before speaking to emphasize a point or allow a staff
member time to reflect on feedback.

42. Written Communication Skills
 Written communication skills refer to the ability to express ideas and convey messages effectively
through writing. It includes the ability to write clear and concise messages, using appropriate grammar,
vocabulary, and tone.
Written Communication e.g.
1. Using clear and concise language to convey information effectively
2. Using appropriate grammar, punctuation, and spelling to convey meaning accurately
3. Using appropriate formatting and style to enhance readability and organization
4. Avoiding jargon and technical terms to ensure understanding by all people.

43. Written Communication Skills
 Effective written communication involves understanding the needs of the people (guest or staff) and
tailoring the message to suit their requirements.
 It also involves being able to organize ideas logically and present them in a way that is easy to
understand.
 Good written communication skills also involve being able to proofread and edit written material to
ensure that it is error-free and conveys the intended message.

44. Exercise 1: Match the following
What are the definitions of….?
A Nonverbal Communication 1
refer to the ability to express ideas and convey messages effectively
through writing. It includes the ability to write clear and concise
messages, using appropriate grammar, vocabulary, and tone.
B Written Communication 2
refer to the ability to communicate effectively using spoken words. It
includes both the use of language, such as grammar and vocabulary,
and non-verbal cues, such as tone, pitch, and pace of speech.
C Verbal Communication 3
refer to the ability to convey messages without the use of words. It
involves the use of facial expressions, gestures, body language, eye
contact, and tone of voice.
ANSWERS: A B C

45. Exercise 1: Match the following
What are the definitions of….?
A Nonverbal Communication 1
refer to the ability to express ideas and convey messages effectively
through writing. It includes the ability to write clear and concise
messages, using appropriate grammar, vocabulary, and tone.
B Written Communication 2
refer to the ability to communicate effectively using spoken words. It
includes both the use of language, such as grammar and vocabulary,
and non-verbal cues, such as tone, pitch, and pace of speech.
C Verbal Communication 3
refer to the ability to convey messages without the use of words. It
involves the use of facial expressions, gestures, body language, eye
contact, and tone of voice.
ANSWERS: A 3 B 1 C 2