Page 34

RANGE OF VARIABLES VARIABLE

RANGE

1. Non-verbal communication

1.1 1.2 1.3 1.4 1.5 1.6

body language dress and accessories gestures and mannerisms voice tonality and volume use of space culturally specific communication customs and practices

2. Cultural and social differences

Includes but are not limited to : 2.1 modes of greeting, farewelling and conversation 2.2 body language/ use of body gestures 2.3 formality of language

3. Interpersonal skills

3.1 3.2 3.3 3.4 3.5 3.6

4. Customer needs

Customer with specific needs may include : 4.1 those with a disability 4.2 those with special cultural or language needs 4.3 unaccompanied children 4.4 parents with young children 4.5 pregnant women 4.6 single women

5. Enterprise procedure

Protocol and enterprise procedures may include : 5.1 modes of greeting and farewell 5.2 addressing the person by name 5.3 time-lapse before a response 5.4 style manual requirements 5.5 standard letters and proforma

interactive communication public relation good working attitude sincerity pleasant disposition effective communication skills

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

34

TR F and B SERVICES NC II  

FOOD AND BEVERAGE SERVICES NC II TOURISM SECTOR (HOTEL AND RESTAURANT) TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY East Service Roa...

Advertisement