General Flashcards
What are the four purposes of communication?
To inform, express feelings, influence and meet social expectations.
How many percent of communication consists of body language?
55%
How many percent of communication is expressed through tone of voice?
38%
How many percent of communication is expressed through words?
7%
What are the six techniques for effective communication?
Be ready to listen, be open minded, give feedback, establish eye contact, extract main points and make notes.
What is the definition of interpersonal skills?
The ability to connect or communicate well with others.
What are the four components of good English?
Grammar, fluency and coherence, accuracy and pronunciation.
Describe four non-verbal cues to express displeasure.
Facial expressions reflect emotion, feelings and attitude. Averting eye contact. Arms crossed
What are the 6 ways to overcome barriers to effective communication?
Talk somewhere quiet with no disturbances. Ensure situation is comfortable. Clear your mind from anything else. Allow enough time. Keep and open mind and do not assume. Lastly, stay calm.
What are the five barriers to effective communication?
Physical, emotional, language, social and cultural background and past experiences.
What is the difference between hearing and listening?
Hearing is just processing sounds while actively listening is when you try to understand the real meaning be hind the words and the unspoken message behind them.
Describe six strategies to enhance the effectiveness of group discussions.
Assign a recorder and facilitator for the group, review rules with the group, generate ideas, record ideas, organise results
List four strategies to demonstrate empathy.
Active listening, perspective taking, validating feelings, and verbally acknowledging understanding
What is an extreme modifier? Give an example.
Extreme modifiers are words that convey an absolute intensity or dgree that tend to make a statement appear biased or false. Example; Always, All, Never, Nobody….
What are the eight critical service attributes of a hospitality professional?
Customer first mind set, positive attitude, professional competence, people oriented, basic respect, resourcefulness, reliability and personalised responsiveness.
Describe 5 out of the 10 causes of service breakdown.
Faulty/broken products, poor service attitude, poor listening skills, lack of training, discourtesy.
List five disadvantages of using email.
Lack of security, junk e-mail, viruses and malware may be attached to emails, lack of personal touch and requires maintenance like organising emails.
List five advantages of using email.
High speed send and receive cycle, easily available, can attach other files, no time barrier, no geographical barrier.
What are the five dimensions of the SERVQUAL measurement instrument?
Tangibles, reliability, responsiveness, assurance and empathy.
List nine ways to build resilience at work.
Cherish social support and interaction, treat problems as a learning process, avoid making a drama out of a crisis, celebrate your successes, develop realistic life goals for guidance and a sense of purpose, take positive action, nurture a positive view of yourself and practice optimism.
What are the three characteristics of a well-crafted email?
List and explain the three levels of customer expectations.
Practical, emotional and delightful
What is the definition of emotional intelligence quotient (EQ)?
EQ is defined as a person’s ability to understand his or her own emotions and the emotions of others and to act appropriately based on this uderstanding.
Why is EQ important?
It is important to have EQ so that when serving a customer, there is capacity for recognising his or her own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in relationships.
