Chapter 8

Communication
Skills
 Receiving a Call
1. Be prepared to answer.
2. Answer promptly.
3. Identify yourself.
4. Get the persons name at the other
end of the line, write it down and
use it in conversation.
5. If you have a hold button, use it
properly.
 Receiving a Call
6. Manage call interruptions when
you have simultaneous calls.
7. Transfer calls only when
necessary, such as when you
are unable to help the caller.
8. Complete calls courteously.
9. Make the caller feel important
 Placing a Call

1. Plan your call in advance.

2. Time your call carefully.
3. Be sure of the telephone
number.
4. Do not expect others to
recognize you by your voice.
5. Leave complete messages.
 Learning to Listen

1. When the customer starts

talking, you stop.
2. Never interrupt the caller.
3. Take notes.
4. Listen for overtones.
5. Limit your own talking.
 How To Manage A Difficult
Caller
1. Do not let yourself become angry or
defensive.
2. Listen carefully to the callers
message.
3. Let the customer exhaust his or her
emotions.
4. Wait for a pause.
5. Apologize and do not blame anyone.
6. Confirm your understanding.
 How To Manage A Difficult
Caller
7. Think of how you would feel in
the same situation.
8. Focus o a solution and give your
customer options if possible.
9. If you cannot solve the problem
on the phone, let the customer
know what you are going to do
and give a timeframe for your
 How To Manage A Difficult
Caller
10.Thank the customer for
calling and allowing you
to resolve the problem.
11.Make a follow-up
telephone call.
 Answering Calls For Others Who
Are Away From Their Telephones

1. Explain executives or co-workers

absence.
2. Screen calls tactfully.
3. Take accurate messages.
 What Your Voice Says About
You
1. Put a smile in your voice.
2. Reduce your rate of speech.
3. Speak directly into the telephone.
4. Enunciate your words.
5. Sound natural.
6. Listen to your own voice.
 Use of Telephone
Directories
Two Types of telephone directories
White pages
Yellow pages
 Making Conversation

Knowing how to start a conversation is

vital in the hospitality industry. A
conversation san help a visitor feel
welcome and more comfortable in an
unfamiliar environment. Also, it may
help YOU, as a service professional,
gain the information you need to serve
the visitors needs.
 SOME SUGGESTIONS FOR
INITIATING A CONVERSATION.
o GIVE YOUR OWN EXAMPLES.

1. Use a question or statement to spark interest.

2. Ask an open question about something pertinent to the

surroundings or the situation. Ask questions to which the
other person will know the answer.

Find out about the persons work or interest.

3. Find out if the person is not from your area.

 Giving Clear Directions
Giving Short and Concise Instructions
The Information Must Be Correct
Speak slowly, Clearly and Distinctly
Instructions Must Be Given Confidently
and With Certainty
Explanations Should Be Checked
Use Non- Verbal Communication
Salamat
!-Fran