Communication skills in the hospitality industry
The importance to master verbal and nonverbal communication
Most people believe that speech is our main form of communication. In reality, oral communication is a fairly recent development in the history of human evolution. Per definition 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 hotel businesses and employees are sending is understood in the way that it was intended, and that communication is not distorted.
But before speech was developed, humans relied on body language and sounds to transport attitude, emotions and feelings. Nowadays, nonverbal communication, which includes body language, the use of personal space, facial expressions and tonation, still makes up approximately 65 percent of our communications.
While verbal communication is often used to carry facts and data, nonverbal communication articulates our physical, mental, or emotional states of hotel or restaurant customers. Hospitality is a highly interactive and people-focused business and it is therefore important to hotel managers and staff to master both ways of communication.
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