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1 Presentation Notes How May I Help You?

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1 Presentation Notes How May I Help You?
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 1
How May I Help You?
Communication and Telephone
Strategies
Page
1
Restaurant Management
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 2
Copyright
Copyright © Texas Education Agency, 2014. These Materials are copyrighted © and trademarked ™ as the property
of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA,
except under the following conditions:
1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the
Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from
TEA.
2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual
personal use only, without obtaining written permission of TEA.
3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any
way.
4) No monetary charge can be made for the reproduced materials or any document containing them; however, a
reasonable charge to cover only the cost of reproduction and distribution may be charged.
Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers,
or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the
state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may
involve the payment of a licensing fee or a royalty.
For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education
Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: [email protected]
Page
2
Copyright © Texas Education Agency, 2014. All rights reserved.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 3
COMMUNICATION
Page
3
Copyright © Texas Education Agency, 2014. All rights reserved.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 4
Communication
Process
Gestures
Sending
Receiving
Talking
Response
Writing
Copyright © Texas Education Agency, 2014. All rights reserved.
Page
4
Communication is the process of sending and receiving information by gestures, talking or
writing for a response or action.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 5
Communication
Gestures
Sending
Receiving
Talking
Speaking
Writing
Response
Verbal
Writing
Body language
Nonverbal
Gestures
Copyright © Texas Education Agency, 2014. All rights reserved.
Communication also includes both verbal and nonverbal communication.
Verbal communication is the sharing of information between individuals by using speech or
writing emails, letters, memos and messages.
Page
5
Nonverbal communication is the process of communication through sending and receiving
wordless (mostly visual) cues between people that includes gestures, facial expressions and
body language.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 6
Basic Skills
Listening
• The ability to focus closely on what
another person is saying
• Involves understanding what you
hear
• Focus on the speaker’s face and
eyes
Speaking
• Occurs when you say something
• Includes:
– Your posture
– Your tone of voice
– Words you choose
Copyright © Texas Education Agency, 2014. All rights reserved.
Listening:
• you must pay attention when you listen to someone
• be sure not to interrupt
• you may ask questions to clarify
Page
6
Speaking:
• includes how you organize and present your thoughts
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 7
TELEPHONE
Copyright © Texas Education Agency, 2014. All rights reserved.
Page
7
Telephones are a vital part of the restaurant business.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 8
Business Calls
Customers
Vendors
• Will call the restaurant for:
• Will call the restaurant for:
– Information
•
•
•
•
Directions
Hours of operation
Menu
Specials
– Delivery times
– New products
– Purchase orders
– Reservations
Copyright © Texas Education Agency, 2014. All rights reserved.
Business calls to the restaurant are usually made by customers and vendors.
Customers will also call the restaurant to complain about the food, poor service or the lack of
cleanliness of the facility.
Vendors can either sell food or equipment to the restaurant.
Page
8
Can you think of other reasons customers may call a restaurant?
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 9
Telephone Techniques
• What is more important?
– What you say or how you say it?
• More Considerations:
–
–
–
–
Background noise
Non-verbal communication
Service businesses expect
Voice levels
Copyright © Texas Education Agency, 2014. All rights reserved.
Let’s get back to the first question and consider.… “Is what you say more or less important than
how you say it?”
Many people will argue one over the other, that WHAT you say is more important while others
will argue the point that HOW you say something is more important.
Truth – They are BOTH important! When on a telephone, neither party has the opportunity to
watch or “read” the other person.
The use of nonverbal communication, such as hand gestures and facial expression, is not an
option. So, how you say something is as important as what you say.
Other distractions can also interfere such as background noise, phone line issues, a soft-spoken
person versus a voice that carries, and most of all, remembering you are in a service business
and your business depends on good service.
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9
Customers expect courtesy and that begins at the front desk and on the phone.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 10
Answering the Telephone
•
•
•
•
Smile
Speak clearly and calmly
Be polite and helpful
Be able to:
– Answer most frequently asked questions
– Provide directions to the business
Copyright © Texas Education Agency, 2014. All rights reserved.
The way you communicate over the telephone can make a difference to your employer.
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10
Be sure not to eat, drink or chew gum while speaking on the phone.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 11
Greeting
• Thank the caller for calling
• Depending on time of day, say:
– Good morning
– Good afternoon
– Good evening
• Identify the name of the business
• Provide your name
Page
11
Copyright © Texas Education Agency, 2014. All rights reserved.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 12
Messages
•
•
•
•
Date
Time of call
Name of caller
Name of person who should
receive message
• Message
Copyright © Texas Education Agency, 2014. All rights reserved.
If you need to take a message, be sure to have pen and paper available.
Repeat the message to the caller, ask how to spell their name and the name of the company if
you are not sure.
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12
Be sure to give the message to the intended person.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 13
4 Tips for Better
Phone
Communication
When it comes to communicating
over the telephone, are you
putting your best foot forward or
are you just phoning it in?
Learn how to radiate personality
over the phone with the four
simple strategies.
(click on image)
Copyright © Texas Education Agency, 2014. All rights reserved.
Page
13
Click on the image to view the video:
4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or
are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies.
http://youtu.be/Kv3q2vcGq74
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 14
Questions?
14
Page
14
Copyright © Texas Education Agency, 2014. All rights reserved.
How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
Presentation Notes
How May I Help You? Communication and Telephone Strategies
Slide 15
References and Resources
Images:
• Microsoft Office Clip Art: Used with permission from Microsoft.
Textbooks:
• Culinary essentials. (2010) Woodland Hills, CA: Glencoe/McGraw Hill.
• Foundations of restaurant management & culinary arts. (2011). Boston: Prentice Hall.
• Littrell, J. J., Clasen, A. H. & Pearson, P. (2004). From school to work. Tinley Park, IL: Goodheart-Willcox.
• Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Willcox.
YouTube™:
4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies.
http://youtu.be/Kv3q2vcGq74
15
Copyright © Texas Education Agency, 2014. All rights reserved.
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How May I Help You? Communication and Telephone Strategies
Copyright© Texas Education Agency, 2014. All rights reserved.
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