Communication & Decision-Making in the Hospitality Industry Flashcards

Communication & Decision-Making in the Hospitality Industry Flashcards
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Process for Handling Customer Complaints: Managing the Issue

You complete this part of dealing with customer issues when you ask questions to get more information and decide on the best way to resolve the problem.

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Empathy

This is the ability to understand how others feel. You can demonstrate this by apologizing when things go wrong, which can also put others at ease.

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Effective Listening

You practice this when you engage with what others tell you and then offer feedback to show that you understood what they said.

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Stages of Decision Making: Choice

The last stage of decision making. You reach this stage when you determine what you are going to do to address your issue.

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Stages of Decision Making: Intelligence

This is the first stage of decision making. This requires you to notice that you have a problem and to figure out any constraints that are related to it.

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Stages of Decision Making: Design

Individuals at this decision-making stage try to come up with multiple possible solutions and then assess these options to decide which one is the best.

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Perspectives on Decision Making: Complete Uncertainty

You make a decision using this perspective if you aren't really sure what to focus on or worry about. If you're building something new, you might use this perspective.

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Hospitality Industry: Important Communication Skills

To succeed in this business, you need to be concise and clear when speaking. Training can also be used to improve these skills.

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Barriers to Communication: Cultural Diversity

The communication barrier faced by global companies related to differences in the expectations and customs of people from different countries.

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Barriers to Communication: Language

Organizations can face this communication barrier if they have a lot of technical terms or if differences in the meaning of words leads to confusion.

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Barriers to Communication: Status

This kind of barrier to communication is found between superiors and their subordinates in an organization.

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Barriers to Communication: Gender

We consider this communication barrier to be related to the differing ways that men and women communicate.

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Barriers to Communication: Physical

You face this communication barrier if you are not in close proximity to the people you work with. You may need to use phones or the internet to address this.

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27 cards in set

Flashcard Content Overview

Working with this set of flashcards can help you review different kinds of communication, including:

  • Oral
  • Nonverbal
  • Written

You can also consider barriers to communication and kinds of noise that can make the communication process more difficult. These cards also go over the decision-making process and its individual steps. Methods used to address customer complaints are also addressed by these cards.

Front
Back
Barriers to Communication: Physical

You face this communication barrier if you are not in close proximity to the people you work with. You may need to use phones or the internet to address this.

Barriers to Communication: Gender

We consider this communication barrier to be related to the differing ways that men and women communicate.

Barriers to Communication: Status

This kind of barrier to communication is found between superiors and their subordinates in an organization.

Barriers to Communication: Language

Organizations can face this communication barrier if they have a lot of technical terms or if differences in the meaning of words leads to confusion.

Barriers to Communication: Cultural Diversity

The communication barrier faced by global companies related to differences in the expectations and customs of people from different countries.

Hospitality Industry: Important Communication Skills

To succeed in this business, you need to be concise and clear when speaking. Training can also be used to improve these skills.

Perspectives on Decision Making: Complete Uncertainty

You make a decision using this perspective if you aren't really sure what to focus on or worry about. If you're building something new, you might use this perspective.

Stages of Decision Making: Design

Individuals at this decision-making stage try to come up with multiple possible solutions and then assess these options to decide which one is the best.

Stages of Decision Making: Intelligence

This is the first stage of decision making. This requires you to notice that you have a problem and to figure out any constraints that are related to it.

Stages of Decision Making: Choice

The last stage of decision making. You reach this stage when you determine what you are going to do to address your issue.

Effective Listening

You practice this when you engage with what others tell you and then offer feedback to show that you understood what they said.

Empathy

This is the ability to understand how others feel. You can demonstrate this by apologizing when things go wrong, which can also put others at ease.

Process for Handling Customer Complaints: Managing the Issue

You complete this part of dealing with customer issues when you ask questions to get more information and decide on the best way to resolve the problem.

Process for Handling Customer Complaints: Understanding the Issue

Managers accomplish this by listening to the customer and making it clear they can help while reassuring the customer that they grasp the problem and what the customer wants.

Psychological Noise

You experience this kind of noise if you are distracted by your thoughts or worried about other things in your life.

Physiological Noise

Individuals who are distracted by bodily concerns, like hunger or pain, are dealing with this sort of noise.

Physical Noise

This is the type of noise that refers to actual sounds, like voices shouting or glass breaking.

Semantic Noise

We deal with this kind of noise when it's hard to understand what others are saying due to differences in language or even grammar.

Decision-Making Process: Step Two

During this stage of the decision-making process, you should gather information that relates to the decision you need to make.

Decision-Making Process: Step Three

You complete this part of the decision-making process by looking into multiple potential solutions to your problem.

Decision-Making Process: Step Four

Individuals work on this stage of the decision-making process when they examine the different possible solutions to determine which one would work the best.

Decision-Making Process: Step Six

In this stage of the decision-making process, you put your chosen solution into practice.

Decision-Making Process: Step Five

This stage of the decision-making process requires you to select the solution you have determined to be most likely to succeed.

Decision-Making Process: Step One

This is the first part of the decision-making process. It occurs when you realize you need to make a decision on some matter.

Nonverbal Communication

This type of communication does not use spoken words. It can be conveyed through expressions, gestures and even body language.

Written Communication

Communication that we can read. If you type up an e-mail, you are utilizing this kind of communication.

Oral Communication

You engage in this kind of communication when you speak. Every time you deliver a seminar or conduct an interview, you are likely using this.

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