Food-Service-Manual-for-Health-Care-Institutions

Nonverbal Communication
Some of the most meaningful communication is neither verbal nor written. These are nonverbal
communications. Managers and subordinates use a number of nonverbal communications
on a daily basis, such as “props” that are used to send a message. This could include frequent
looking at a wall-mounted clock during an interview or meeting (“let’s get this over with”)
rather than looking at a small clock on the desk. The amount of personal space between the
sender and receiver is another example. Small space is more personal, and conversation can be
more intimate. Invading one’s personal space can cause discomfort and even resentful feelings,
depending on the culture of the people involved.
Perhaps the best-known and most frequently used nonverbal language is body language.
Body language may be unconscious behavior, but some of it may be due to nervous behavior
or cultural or ethnic customs. Some typical body action includes smiling, blushing, frowning,
shrugging, shaking the head, putting hands on hips, kicking the foot, pointing a finger, sighing,
stomping the foot, making steeple fingers, winking, slamming doors, tightly crossing the arms
against the chest, or nodding and patting another on the shoulder. Even though scientists have
studied nonverbal actions of people and have correlated certain actions with specific nonverbal
language, managers must be careful not to misinterpret meanings. Some actions are subtle,
and it is difficult to determine their meaning. Interpreting the meaning wrongly can cause problems
for both the sender and receiver.
Touching is also a form of nonverbal communication. Touching involves hand shaking,
pats on the back, hugs, or hand holding. Touching is usually unplanned and can convey
warmth, acceptance, strength, or authority. Touching an employee who has had a bad day can
convey understanding or authority, sexual harassment, or invading one’s personal space.
Written Communication
Written communication has benefits for writer and reader alike. The writer has the satisfaction
of immediacy, of communicating his or her message right away without waiting to see the
receiver in person. The receiver benefits from having a written record, especially of complex
information. Although written communication is unavoidable much of the time, it has some
disadvantages. One key disadvantage is that written communication takes longer to reach its
destination than does verbal communication. A second and related disadvantage is that feedback
for written communication is delayed. However, when important details must be communicated,
written messages provide a record of facts that can be referred to again and again,
and they give the receiver time to study and absorb those facts before responding to the
communication.
At its best, good written communication is clear and concisely worded, with short sentences
and simple words. Jargon should be avoided except, of course, for the use of appropriate
technical language. The ultimate measure of a good exchange is that both sender and
receiver understand the message.
Effective written communication anticipates and answers any questions the reader might
have, not only to better communicate the whole message but also to avoid delays in the receiver’s
response. The tone of the written message is also important, in the same way that it is important
for a sender to consider the receiver’s point of view. In the age of word processors and personal
computers, managers should use all the technical support that such equipment provides to
make sure that their written messages are not distorted by poor spelling and grammatical errors
that might reflect poorly on their abilities to communicate with and influence others.
Types of Written Communication
The kinds of written communication used most often in the food service department, and in
most business operations for that matter, include letters, internal memorandums, proposals,
justifications, reports, policies and procedures, and materials for distribution to customers.
Communication
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