新西兰旅游管理英语作业怎么写：Communication skills in serving international

新西兰旅游管理英语作业怎么写：Communication skills in serving international guests

 

 

Introduction

Restaurant staff with a high level of communication skills can make a customer feel being cared to improve customer loyalty (Glanz, 2003). In this literature review, it is through reviewing relevant researches to illustrate the communication skills of restaurant staff in dealing with international guests.餐厅员工高水平的沟通技巧可以使客户感受到关爱来提高顾客的忠诚度（格兰仕，2003）。在该文献的回顾，通过回顾相关研究说明在处理国际客人餐厅员工的沟通技巧。

Communication skills

 

 

Generally speaking, communication skills mainly includes two aspects, first is non verbal communication skills, such as skills for communication through using eyes, face, body position and gestures. Hay analyzes that non verbal communication skills account for 87% of communication skills (2000, p. 131). Lynn (1996, p.26) further analyzes, in most cultures, smiling people are often considered as more attractive, sincere and sociable than those people who are unsmiling. Thus, it is necessary for restaurant staff to keep smiling in communication with guests. 

 

 

Second is verbal communication via words. Hay (2000, p.132) points out that effective verbal communication is also useful for staff whom can only speak a little English. For these staff, they should speak slowly, use simple sentences, so as to avoid slang.

In addition, it should be worth noting that, as guests from different countries have different behavioral characteristics, restaurant staff must pay attention to respect for their communication habits in the process of communication with them. As Munro mentions in his study that

‘Although stereotyping overseas customers can be misleading, it is worth knowing, for example, that Japanese find prolonged eye-contact uncomfortable. Thus, brief eye contact is advised during service.’ (1997, p. 63)二是通过文字言语交际。干草（2000，p.132）指出，工作人员有效的语言沟通也是有用的，只会说一点点英语。他们应该慢慢地说，用简单的句子，从而避免俚语。

另外，值得注意的是，由于来自不同国家的客人有不同的行为特征，餐厅员工要注意尊重他们的交际过程中，交际的习惯。当蒙罗提到在他的研究

虽然刻板印象的海外客户是误导性的，例如这是值得了解的，，，日本发现长时间的眼神接触，不舒服。因此，建议在短暂的眼神接触的服务。”（1997，p. 63）

 

 

Conclusion

It is very important for restaurant staff to master correct communication skills in the process of communication with international guests, they are required to have both non verbal communication skills and verbal communication skills, corresponding communication skills and knowledge based on cultural and habit characteristics of different guests are also available. 

Word count: 302 words (excluding reference list)

 

 

References

Glanz, B. (2003). What are the service attributes that keep customers returning? California, San Francisco: Cole.

Hay, C. (2000). http://www.ukassignment.org/dxassignment/ How to grow your hospitality business. New Zealand, Christchurch: H & H Publishing. 

Lynn, M. (1996). Seven ways to increase servers’ tips. Cornell Hotel and Restaurant Administration Quarterly, 20(4), 26.

Munro, P. (1997). Understanding customers’ needs. Australia, Elsternwick: Hospitality Press Ltd.