InterpersonalSkills.ppt

Chapter 2 Working with Colleagues and Customers Part 3 Effective Listening Skills What is the difference between listening and hearing? Read page 60 and answer the question. When someone is speaking to us, how do we let them know we are listening? Read page 61 and answer the question. Barriers to Effective Communication Selective listening Jumping to conclusions Inconsistency in delivery Cultural difference Physical barriers Barriers to Effective Communication Lack of time Thought speed Impatience Prejudice Bad habits Noise Chapter 2 Working with Colleagues and Customers Part 4 Interpersonal Skills Interpersonal Skills Those skills that help us communicate and interrelate with other people Ability to communicate effectively is measured by how we say and by our actions or behaviors Choosing to be Effective Learn skills from our parents, friends and colleagues Effective body language Improve personal presentation Being polite and courteous Teamwork Effective social interaction Developing Interpersonal Skills Formal study or shout courses Workplace experience and observation Mentor programs Professional personal development programs Chapter 2 Working with Colleagues and Customers Part 5 Personal Presentation Standards Personal Presentation Standards Occupational health and safety issues Work location Customer expectations Specific work functions First Impression Certain level of intelligence, personal standards, integrity and personality, based on how we look Industry standards: standards expected across the entire industry Enterprise standards: standards set by the individual enterprise that determine the quality of service Example: Table 2.2 page 66 Grooming Bathing Clothing Shoes Hair Hands Body odour Oral hygiene Chapter 2 Working with Colleagues and Customers Part 6 Providing Service to Colleagues and Customers Customers A person who visits a hospitality enterprise for the purpose of using its facilities and services, then pays for them Excellence in service