Professional Etiquette for Hoteliers

Chapter 4

Effective Communication
Learning Objective

4.1 Practical guidelines for effective

communication
4.2 Interpersonal communication at work
4.3 Communicating with social media
Practical guidelines for effective
communication
• Conversation skills
Talking to others with ease and with good
manners is an important skill for successful
people.
Effective conversation involves two activities,
listening and talking.
Practical guidelines for effective
communication (cont..)
Listening
 Look at the person to whom you are listening
 Make appropriate responses when the talker pauses
 Avoid interrupting
 Never correct the speaker’s grammar
 Avoid finishing stories and completing sentences for the
speaker
 Make a responsive comment about the topic when the
speaker finishes
Talking
 Participation is the key ingredient in effective conversation.
 Successful businesspeople must be able to talk with everyone.
 Information is essential for good conversation.
Interpersonal communication at work

• Interpersonal communication, also referred to as

people skills or soft skills, is an area you will need
to develop and foster throughout your career if
you wish to achieve professional excellence.
Businesspeople should be cautious about what they
say.
It is better to say to little than too much.
When you need to express an opposite opinion, do so
with tact.
Interpersonal communication at work
(cont..)
Reserve an open mind on issues. Discuss but do not
argue.
Praise coworkers who do good work and avoid being
too critical.
Develop an image of a person who keeps confidences.
Do not talk about one friend to another.
Never criticize the place where you live, study, or
work.
Communicating with social media

• Tips for e-mail etiquette

If you have given others your e-mail address, read
your e-mail each day and respond as quickly as
possible.
Begin a message with the name of the person you
are e-mailing.
Always close with your name.
Never put information in an e-mail that you do
not want to be seen by others.
Communicating with social media (cont..)

Practice the same reservations in writing e-mail

messages that you use in writing letters in regard
to strong emotions.
Avoid using only uppercase in your message.
Use business address for business purposes.
It is all right to send congratulations to a colleague
or friend via e-mail and also you may send some
thank you notes via e-mail.
Communicating with social media (cont..)

• Tips for texting

Text when you are alone rather than when you are
with a group o people who are talking to each other.
If you must answer an incoming text when you are
with others, move to an area away from the group so
that you will not interfere with their conversation.
Never text in class, church, or at formal presentation.
Don’t let texting replace face-to-face conversation.
Exercise tact with what you say and how you say it.
Communicating with social media (cont..)

• Facebook, Twitter and instant-messaging manners

to consider
Few people enjoy hearing every detail of your day on
Facebook
Use the message button, rather than posting on
someone’s “wall” to respond to individuals if you want
to send some words that you do not want everyone to
read.
When offered and opportunity to “add a friend” to
Facebook, it is all right to refuse by simply hitting the
ignore button.
Communicating with social media (cont..)

• Tips for video chats

Video-chatting is usually done among friends, but
in some cases it is used for business purposes.
If you are initiating chat, remember that it is rude
to make an unscheduled contact.
Give your full attention to the person with whom
you are chatting.