CHAPTER III

Communication Skill
By :
Aldo Leonardo
Daniel Fredericko
Martha Graciela
 I. MOMENT OF TRUTH
Everytime you make contact, you have a direct effect on the success of the hotel that
employs you. As clerk you are expected to :
a. Behave ‘appropriately’
b. Treat guest with ‘delicacy’
c. Use ‘common sense’ and ‘good judgment’
d. ‘get along’ with others
e. Look and act ‘professionally’
f. Communicate ‘effectively’
 II. BARRIER TO LISTENING

a. Mind reading

b. Rehearsing

c. Filtering

d. Placating
 III. PARAPHRASING

To paraphrase means to state the other’s idea in our own words or to

give an example that shows what we think the person is talking about.
 IV. PERCEPTION
CHECKING

The listening skill at least have 2 message :

a. The content level

b. The feeling level

V. E X P R E S S I N G YO U R S E L F A AC C U R A T E L Y

 Communicate directly and clearly

 The better you express yourself, the easier it is for others to

comprehend and respond
 V I . M A K I N G “ I ” S TAT E M E N T

 An “I” message conveys your feeling by naming or identifying

them

 Because describing feeling can be easily confused with expression

feelings
 VII. BODY LANGUAGE

How we communicate through the uses of personal space. We create

four concentric circles around us.

1. Intimate distance (0-18 inches)

2. Personal distance (1.5-4 feet)

3. Social distance (4 to 12 feet)

4. Public space (20 feet or more)

 VIII. COMMUNICATING ASSERTIVELY

3 techniques to train yourself to be assertive :

a. Acknowledgment.
The critic without making excuses or elaborate apologies.
b. Clouding
Concentrate on the facts. This way you play down what might be an unjust
comment or a put-down.
c. Broken Record
You need to say “no” to soeone who just doesn’t seem to listen.
 IX. FEEDBACK

a. Giving feedback to co-worker g. Not by words alone

b. Ask for permission h. Give compliments freely

c. Focus on behavior i. Receiving feedback

d. Make it easy to receive j. Concentrate on listening

e. Suggest it without delay k. Make sure you understand

f. Offer it in small doses l. Accept compliments gracefully

 X. TELEPHONE SKILL

 Do and Don’t!
 Do listen, etc
 Don’t be too laud, etc

 How to handle guest complaints.

 Poorly handled complaints an have serious repercussions
 When you encounter complaint, keep in mind the guidelines.

 Seven Service sins