Hospitality and Verbal Communication Go Hand in Hand

Certificate II in Hospitality – dealing with conflict at work or at schoolWhy is verbal communication important within the hospitality industry? People always tell to us that communication is important, but they never explain why. So really why is it so important and what are the keys to exceptional verbal communication? When completing a school based traineeship, you will learn in-depth the reasons as to why verbal communication is so imperative.

Verbal communication is the sharing of information between a sender and a receiver by way of speech. It is vital that when communicating the message you are sending is understood in the way that it was intended, and that communication is not distorted. If you do not understand a message, it is vital you communicate this with the sender that you do not understand, as future communication cannot be responded to correctly.

For effective communication:

  • Each message communicated must have a clear purpose

  • Each message should have a plan that matches the interests, abilities and hobbies of the receiver

  • Communication should be clear and concise, and unnecessary communication or words should be eliminated

  • Your tone, volume, pronunciation and pitch should be clear and appropriate for the message

  • Use humour appropriately

  • Smile to ensure communication is pleasant

  • Provide feedback from the communication – both verbal and non-verbal

  • Use silence when applicable

In addition to suggestions to ensure effective communication, there are also speech elements that can be used to enhance your message:

  • Pitch – the pitch should be mid-range

  • Quality – should not be nasal, harsh or out of breathe

  • Rate – you should ensure that you are speaking at a medium rate. This is as if you speak too fast for the receiver of the message, the message itself may not be received

  • Pause – use pausing when appropriate and to emphasis a point within your communication

  • Avoid – try to avoid using such words as “um”, “you know”, “like” or words that illustrate that you are unsure. Be strong and confident with everything that you say, as this instils confidence in the receiver. 

  • Jargon – do not use jargon, as the receiver may not understand the meaning of the word

Verbal communication, therefore, is imperative within the hospitality industry as it is a way to communicate your message with one another. Without verbal communication: goals cannot be achieved, team work would not be effective and it would impact on the overall success of a business. However, it is not only important that you communicate but you communicate effectively.

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