SUPERVISION IN THE

HOSPITALITY INDUSTRY
Sixth Edition
2 Effective Communication for
Supervisors
Competencies

1. Identify three types of business communication and provide

an overview of a basic model for communication. (p. 28)

2. Explain how communication myths, communication barriers,

and personal biases can affect communication. (pp. 28–32)

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
Competencies

3. Review basic speaking skills useful when communicating on

the job and when making formal presentations. (pp. 32–35)

4. Discuss obstacles to listening, the four-stage listening

model, and procedures for effective listening. (pp. 35–39)

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
Competencies

5. Describe how nonverbal communication impacts the

understanding of messages. (pp. 39–41)

6. Explain the basics of effective business writing. (pp. 41–47)

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
Competencies

7. Explain how effective communication procedures improve

relationships between employees and between
departments, and promote better negotiation. (pp. 47–50)

8. Describe how technology is affecting supervisory

communication. (pp. 50–53)

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.1 Overview of Communication

Within the operation, supervisors need to communicate well

with

Other Upper
Employees
Supervisors Management

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.1 Overview of Communication

Downward Upward Lateral

Communication Communication Communication

Higher Level Higher Level

Information
Same Level Same Level
Information

Information
Lower Level Lower Level

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.2 Communication Challenges

Sender Receiver

Thoughts/Feelings

Message
Encoding Decoding
Transmission

Thoughts/Feelings

Decoding Feedback Encoding

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.2 Communication Challenges

Communication Barriers

Distractions Backgrounds Timing Personalities

Closed-
Assumptions Stress
Minded

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.3 Speaking Skills

Effective speaking consists of a

Beginning Main Body Conclusion

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.3 Speaking Skills

What values are important to them?

Why do they need the information being presented?
What constraints might prevent them from doing what
is wanted or from understanding what is needed?
What is the audience’s demographic profile, including
ages, income levels, and occupations?

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.4 Listening Skills

There are many reasons for inattentive listening:

Wandering Speaker’s
Noise Wrong Focus
Mind Mannerisms

Difficult/Dull Too Many Talking to Lack of Desire or

Message Notes Others Determination

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.4 Listening Skills

4. 1.
Responding Focusing
There are four stages of
listening
3. 2.
Evaluating Interpreting

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.5 Nonverbal Communication: Body Language

Nonverbal behavior can reveal our true attitudes and feelings:

• Facial expressions

• Posture and body movement

• Gestures

• Body language on the job

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.6 Writing Skills

Clear writing is important:

• Have a specific reader or audience in mind

• Know the objective

• Decide what information is essential

• Decide how to present the information

• Use plain English and short sentences

Supervision in the Hospitality Industry, 6th Edition
2 Effective Communication for
Supervisors
2.7 Important Workplace Communication Issues

Effective communication procedures help to maintain and

improve positive relationships among staff members.

Supervisors model positive behaviors between staff and guests.

Supervision in the Hospitality Industry, 6th Edition

2 Effective Communication for
Supervisors
2.8 Technology and Supervisory Communication

Intranet: A private network only for staff

Social Media: Operations must create and adhere to

clear and specific social media policies

Supervision in the Hospitality Industry, 6th Edition

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