Đang chuẩn bị liên kết để tải về tài liệu:
Lecture Supervision in the hospitality industry: Applied human resources (Fifth edition): Chapter 12 - Jack E. Miller, John R. Walker, Karen Eich Drummond

Chapter 12 - communicating effectively. This chapter presents the following content: Good communications and their importance, obstacles to good communication, listening, directing people at work, business, meetings. | Chapter 12 Communicating Effectively Good communications and their importance Obstacles to good communication Listening Directing people at work Business Meetings Good Communications and Their Importance Communications is a term that sums up the the sending and receiving of messages. It may take many forms. Types of Communications Interpersonal communication Organizational communication Two-way or open communication Interviewing communication Small group communication Mass communication The Communication Process Thinks meaning of message Expresses meaning in words or symbols Transmits Message Receives Message Sender Translates words or symbols Understands and accepts meaning Receiver The Importance of Communication The major function of a manager is to send messages. Poor communication = problems. The most neglected communication skill is listening (receiving). A manager must listen to employees, as well as customers. Obstacles to Good Communication How . | Chapter 12 Communicating Effectively Good communications and their importance Obstacles to good communication Listening Directing people at work Business Meetings Good Communications and Their Importance Communications is a term that sums up the the sending and receiving of messages. It may take many forms. Types of Communications Interpersonal communication Organizational communication Two-way or open communication Interviewing communication Small group communication Mass communication The Communication Process Thinks meaning of message Expresses meaning in words or symbols Transmits Message Receives Message Sender Translates words or symbols Understands and accepts meaning Receiver The Importance of Communication The major function of a manager is to send messages. Poor communication = problems. The most neglected communication skill is listening (receiving). A manager must listen to employees, as well as customers. Obstacles to Good Communication How Communicators Affect the Message How Symbols Can Obscure the Meaning Problems in Sending the Message Problems in Receiving the Message Removing Obstacles to Communication Ways Communicators Affect the Message Differences in background, education, past experiences, and intelligence. Differences in attitude, opinions, and values. Prejudices. Differences in perception. Assumptions and expectations. Emotions. Trust/Distrust. Verbal,listening, and reading skills. Hearing ability. How Symbols Can Obscure the Meaning Symbols can be words, pictures, or body language. Words are often misinterpreted due to vagueness and language barriers. Body language or facial expressions may not match the speakers words. I want to go HOME!! Sure I’ll work overtime! Problems in Sending the Message Bad timing Not having receivers attention Message is sent to the wrong person Message sent with wrong means Forgot to send message Problems in Receiving Messages Assumptions, attitudes, phrasing, etc. may .