Interpersonal Skills and Communication

Eleanor Roosevelt Quote

• Great minds discuss ideas.
• Average minds discuss events.
• Small minds discuss people.
• ~Eleanor Roosevelt

Interpersonal Skills

• Interpersonal skills are daily communication and interaction with others.

Learning Objectives

• Define interpersonal skills.
• Understand communication types.
• Discuss customer handling methods.
• Describe incident recording.

Interpersonal Communication

• Seven main areas of interpersonal communication.

Verbal Communication

• What is said and how it is said.

Non-verbal Communication

• Communication without words (facial expressions, body language, hand gestures)

Listening Skills

• Interpreting both verbal and nonverbal messages.

Negotiation

• Finding mutually agreeable outcomes with others.

Problem Solving

• Identifying, defining, and solving problems with others.

Decision Making

• Exploring and analyzing options to make sound decisions.

Assertiveness

• Communicating values, ideas, beliefs, opinions, needs, and wants freely.

Good Interpersonal Skills (Addressing Customers)

• Use "Sir" or "Madam" if the name isn't known.
• Refer to guests as "Mr./Ms." if the name is known.
• Use the guest's preferred name if they request.
• Use polite greetings (e.g., "Good morning").

Dealing with Customers

• Do not speak to a coworker without excusing yourself from the customer.
• Do not serve customers while having a conversation with a colleague.
• Do not talk across the room to another employee or customer.

Dealing with Customers During Service

• Guide customers to their tables.
• Provide menus and wine lists.
• Prepare napkins.
• Offer water and bread/butter..
• Explain food and drinks.
• Serve and clear tables.
• Offer accompaniments.

Dealing with Children

• Offer high chairs when needed.
• Avoid serving alcohol to minors.
• Offer small portions.
• Provide children's tools (crayons, etc.).
• Observe children closely for safety.
• Use appropriate titles ("Sir," "Madam").

Customer Mobility

• Tables should have ample space for maneuverability.
• Tables should be easily accessible to cloakrooms, exits, and fire exits.
• Ensure menus and wine lists are accessible to wheelchair users.
• Do not move wheelchair users without asking.
• Crutches and walking sticks should be accessible and safely placed.
• Assist customers with dexterity difficulties by first asking how they'd prefer assistance.

Blind and Partially Sighted Customers

• Treat customers like other customers.
• Do not speak to companions as if the blind customer was not present.
• Offer to read menus and drink lists
• Remember blind people "see" by touch and awareness of surroundings.
• Ask if you should describe food locations on the customer's plate.

Customers with Communication Difficulties

• Speak directly to the customer and stand in a position where they can see your face clearly
• Speak normally, but more distinctly.
• Seat customers away from excessive noise.
• Listen attentively to understand the customer's requirements.

Dealing with Incidents

• Deal with incidents immediately to prevent confusion or misinterpretations.

Types of Incidents

• Spillages.
• Returned food.
• Lost property.
• Illness(es).
• Excessive alcohol consumption.
• Unsatisfactory appearance.
• Lost child.

Recording Incidents

• Report all incidents immediately, regardless of severity.
• Records should include: Place, Date, Time, Nature of incident.
• Individual, signed reports should be prepared by those concerned.
• Include the name, address, and phone number of staff and customers.

Lost Children

• Obtain the following information:
  • Sex (male/female)
  • Name
  • Age
  • Last seen location
  • Clothing worn
  • Physical characteristics
  • Hair color
  • Accessories (e.g., doll)

What is a Complaint?

• An expression of dissatisfaction with products or services.

Handling Complaints

• Listen.
• Repeat.
• Apologize.
• Acknowledge.
• Explain action.
• Thank.
• Follow up.

Do's & Don'ts of Handling Complaints

• Address customers by name.
• First-person communication.
• "I am sorry" instead of "we".
• Avoid excuses or blaming others.
• Give customer full attention and make eye contact
• Paraphrase the complaint to confirm understanding.

Don't's & More Do's of Handling Complaints

• Avoid being defensive.
• Stay composed.
• Do not take criticism personally.
• Apologize even if not your fault.
• Demonstrate empathy.
• State what you can do, not what you can't do.
• Resolve the situation to satisfy the customer.

Turning Dissatisfaction to Satisfaction

• Figure out what's needed to turn dissatisfaction into satisfaction.
• Act promptly; follow up if the customer agrees.

Types of Difficult Customers

• Angry.
• Demanding.
• Critical.
• Non-stop talker.
• Indecisive.
• Sarcastic.
• Argumentative.

Why Difficult Customers Are Difficult

• Customers express needs inappropriately.
• Customers have reasons for their behavior not necessarily related to you.

Reasons for Difficulty

• Tired or frustrated
• Confused or overwhelmed.
• Defending their ego.
• Feeling ignored.
• Under the influence of alcohol or drugs
• In a bad mood.
• In a hurry.

This quiz focuses on interpersonal skills essential for effective communication and interaction in daily life. You'll explore various aspects such as verbal and non-verbal communication, listening skills, negotiation, and problem-solving strategies. Test your understanding and enhance your communication abilities.