Title: Explain the importance of professional communication skills to the hospitality industry.
Course: Introduction to Hospitality, Tourism, and Recreation (16001-36) > Section: Exploring Career Skills for the Hospitality, Tourism, and Recreation Industries

Explanation should include communication techniques (e.g., verbal, nonverbal, and written), customer service and coworker expectations, etiquette, and policies and laws applicable to working with the following groups:

- General population
- Special needs populations
- Culturally diverse populations
- Supervisors/managers/administrative personnel
- Human resources

Process/Skill Questions:

Thinking

- How does a positive attitude affect human relationships?
- Why is it important to maintain eye contact when communicating in person?
- Why are both verbal and nonverbal communications skills important?
- Why is it important for servers to give customers their full attention?

Communication

- What techniques should be used in handling a customer complaint?
- Which type of communication skill is the most important? Why?
- How can food and beverage workers make customers feel respected?
- How might communication vary among culturally diverse populations?

Leadership

- What negotiation skills might be helpful to use when handling customer complaint?
- How might inconsistent nonverbal communication skills affect a customer?
- What are relaxation techniques, and how can they be helpful when dealing with a difficult situation?
- What is reflective listening, and how can it be used when responding to customer complaints?

Management

- How are a company's customer service expectations communicated, enforced, and monitored?
- When should a customer's complaints escalate to the management level?