Transcript Chapter5_Year2_PPT.pptx

8/7/2016
Hospitality and Tourism Management Program
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How can effective communication skills help
managers?
• Effective communication skills help managers:
– Resolve conflicts
– Deal with difficult people
– Effectively represent their business
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Hospitality and Tourism Management Program
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What are the key elements of any mission
statement?
• A mission statement is a broad description of an
organization’s reason to exist. It can contain some or all
of the following elements:
– The nature of the organization
– The organization’s purpose
– Major markets
– Goal or desired image
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Hospitality and Tourism Management Program
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What is the manager’s role in orientation?
• To provide all employees with a consistent message
• General orientation:
• Specific orientation:
– Discussion of the company’s
− Job responsibilities
mission and values
− Safety information and
– Introduction to various
department policies
departments
− Work environment and
– Review of policies and
location of necessary
procedures
equipment
– Discussion of guest and
− Department’s relationship to
employee relations
other departments
– A tour of the property
− Introductions to coworkers
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Hospitality and Tourism Management Program
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Why are performance evaluations important?
• Performance evaluations:
– Help both employees and managers gauge how well
employees are meeting performance standards
– Remind employees of their commitment to the
company’s mission and standards
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Hospitality and Tourism Management Program
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What techniques can managers employ to
become active listeners?
• Techniques to improve active listening include:
– Make eye contact
– Minimize outside distractions
– Ask appropriate questions
– Don’t interrupt
– Interpret the speaker’s feelings and emotions
– Show empathy
– Respond verbally and nonverbally
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Hospitality and Tourism Management Program
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What are several different kinds of difficult people?
• There are several different kinds of difficult people; they
include:
– Dominator
– Blocker
– Complainer
– Volcano
– Martyr
– Wheeler-Dealer
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Hospitality and Tourism Management Program
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What essential skills must managers develop in
order to effectively resolve conflicts?
• There are two essential skills that managers must
develop in order to effectively resolve conflicts:
– Assertiveness: addressing a problem head-on and
encouraging employees to talk about the conflict
openly and honestly.
– Negotiation: the process used to reach a solution,
which may involve compromise or the use of
persuasive tactics to reach the best outcome.
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Hospitality and Tourism Management Program
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What can companies do to incorporate
effective use of social media?
• Integrate social media into your existing customer
service strategy.
• Create a voice your audience can relate to.
• Monitor social media outlets to spot issues.
• Post a public response to customer complaints.
• Create a consistent process for dealing with social media
requests.
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What strategies should managers employ
when dealing with the media?
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Schedule appropriately
Tell the truth
Provide the facts and follow up
Be concise
Maintain good media relations
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