Communication and Telephone Strategies Restaurant Management Copyright Copyright Texas Education Agency 2014 These Materials are copyrighted and trademarked as the property of the Texas Education Agency TEA and may not be reproduced without the express written permission of TEA ID: 563009
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How May I Help You?
Communication and Telephone Strategies
Restaurant ManagementSlide2
Copyright
Copyright © Texas Education Agency, 2014.
These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:
1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.
2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: copyrights@tea.state.tx.us.
Copyright © Texas Education Agency, 2014. All rights reserved.
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Communication
Copyright © Texas Education Agency, 2014. All rights reserved.
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Process
Copyright © Texas Education Agency, 2014. All rights reserved.
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Copyright © Texas Education Agency, 2014. All rights reserved.
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Basic Skills
Listening
The ability to focus closely on what another person is saying
Involves understanding what you hear
Focus on the speaker’s face and eyesSpeakingOccurs when you say somethingIncludes:Your postureYour tone of voiceWords you chooseCopyright © Texas Education Agency, 2014. All rights reserved.6Slide7
Telephone
Copyright © Texas Education Agency, 2014. All rights reserved.
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Business Calls
Customers
W
ill call the restaurant for:
InformationDirections Hours of operationMenu SpecialsReservationsVendorsWill call the restaurant for:Delivery timesNew productsPurchase orders Copyright © Texas Education Agency, 2014. All rights reserved.8Slide9
Telephone Techniques
What is more important?
What you say or how you say
it?
More Considerations:Background noiseNon-verbal communicationService businesses expectVoice levelsCopyright © Texas Education Agency, 2014. All rights reserved.9Slide10
Answering the Telephone
SmileSpeak clearly and calmly
Be polite and helpful
Be able to:
Answer most frequently asked questionsProvide directions to the businessCopyright © Texas Education Agency, 2014. All rights reserved.10Slide11
Greeting
Thank the caller for callingDepending on time of day, say:
Good morning
Good afternoon
Good eveningIdentify the name of the businessProvide your nameCopyright © Texas Education Agency, 2014. All rights reserved.11Slide12
Messages
DateTime of call
Name of caller
Name of person who should
receive messageMessageCopyright © Texas Education Agency, 2014. All rights reserved.12Slide13
4 Tips for Better Phone Communication
When it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in?
Learn how to radiate personality over the phone with the four simple strategies
.
(click on image)Copyright © Texas Education Agency, 2014. All rights reserved.13Slide14
Questions?
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References and Resources
Images:
Microsoft Office Clip Art: Used with permission from Microsoft.
Textbooks:
Culinary essentials. (2010) Woodland Hills, CA: Glencoe/McGraw Hill.Foundations of restaurant management & culinary arts. (2011). Boston: Prentice Hall.Littrell, J. J., Clasen, A. H. & Pearson, P. (2004). From school to work. Tinley Park, IL: Goodheart-Willcox.Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Willcox.YouTube™:4 Tips for Better Phone CommunicationWhen it comes to communicating over the telephone, are you putting your best foot forward or are you just phoning it in? Learn how to radiate personality over the phone with the four simple strategies.http://youtu.be/Kv3q2vcGq74
Copyright © Texas Education Agency, 2014. All rights reserved.
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