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En1420 Unit 6 Assignment 1

P1: Explain the Role of Communication, Presentation and Teamwork in the Provision of Customer Service in Hospitality Businesses
Communication
Effective communication is important both within a hospitality business. Effective communication improves business efficiency.
Communication is about passing messages between people or businesses. Messages between a sender and receiver take place using types of communication such as email or phone.
One-way communication is when the receiver cannot respond to a message. Two-way communication is when the receiver can respond to a message. This allows confirmation the message has been both received and understood.


Types of Communication to Exceed Customer Requirements
One-way e.g. using public address; two-way; verbal e.g. face-to-face, telephone; non-verbal e.g. written; electronic e.g. email, internet; listening skills; barriers to communication.
Types of Communication | Use |
Verbal | Giving instructions to others, talking to clients, taking messages. |
Written | Confirmation of bookings, memos, promotions, letters, taking orders for food and drink. |
Telephone | Taking messages, giving responses. |
Fax | Information, ordering, newsletters, internal memos. |
ICT | Staff rotas, bookings, accounts, invoices, room management, booking events and functions, orders, stock control. |

Communication makes a big impact on business efficiency. Effective communication means:
  * Customers enjoy a good relationship with the business, e.g. complaints are dealt with quickly and effectively.
  * Staff understand their roles and responsibilities, e.g. tasks and deadlines are understand and met.
  * Staff motivation improves when, for instance, managers listen and respond to suggestions.
Barriers to Effective Communication
A balance needs to be struck in communication between management and staff. Insufficient communication leaves staff ‘in the dark’ and is demotivating. Excessive communication...

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