What Is Communication
Communication is the transfer of meaning from one person to another. That is,
you have something in your mind that you want me to understand. The degree to
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which we end up sharing your original idea is the degree to which our
communication is successful.
process. The model of the communication process below shows some of the
elements involved when two people communicate.
Communication can break down at several points.
Communication often seems more simple than it really is. Any of the factors
shown in the communication model on page 9 can create a communication
breakdown. Think about what might go wrong, for example, in these situations:
As you speak:
• Your idea is not clearly thought out.
• Your idea is not based on accurate observation and information.
• You are not expressing your idea in clear and simple language.
• You aren't using vocal quality that supports the idea.
• You aren't using body language that supports the idea.
• You don’t use language appropriate for your listener.
The environment:
• Things are going on that distract us (for example, telephone calls, traffic or
machinery noise, other people’s conversations).
As I listen:
• I don’t have the same meaning for the words you are using as you do.
• I am not paying attention to or correctly interpreting the emotional messages
believing your message.
• I am distracted by something inside of me (for example, prejudice and
perceptions) so that I’m not giving my full attention to your message.
These are only some of the things that can cause face-to-face communication to
break down. One communication expert said, “The need for effective
communication increases in direct proportion to the number of people you
communicate with.” If this is true, hospitality managers have an enormous
challenge. Do the “Communication Opportunities” exercise at right to see how
important your communication skills are.
Communication Opportunities
Directions: Look at the list of people below involved in the typical hospitality
operation. Place a check mark in front of each group of people with whom
you interact.
Guests
Potential guests
Corporate personnel
Personnel from affiliated properties
Owners
Fellow managers
Employees
Potential employees
Association representatives
Suppliers
Government and law enforcement representatives
Competitors
Direct business representatives
(for example, travel agents, convention center employees)
Indirect business representatives
(for example, representatives of local attractions or malls)
The more boxes you checked, the greater your need for interpersonal
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