Verbal communication is the use of language to exchange information, while non-verbal communication is communication through non-verbal and visual cues. A warm smile, a firm handshake and direct eye contact are all nonverbal cues that can help convey confidence and put customers at ease. This course identifies different styles of verbal and non-verbal communication styles to help students become better communicators in the hospitality workplace.
Learning Objectives:
Elaborate on the different principles of verbal and non-verbal communication.
Identify verbal and non-verbal communication cues when interacting with customers and colleagues.
Describe the concept of active listening.
Analyse the communication styles of various cultures.
Examine different sources of stress and anxiety when communicating with others.
Certification:
This module is part of the Vocational Education & Training (VET) by Ecole Hoteliere Lausanne (EHL) programme certification as well as the WSQ certification.
