Title: Demonstrate verbal and nonverbal communication skills needed in the lodging industry.
Course: Lodging Management (12159) > Section: Communicating Professionally on the Job

Demonstration should reflect knowledge of

- the communication process
- basic communication principles
- eye contact
- body language
- appropriate tone of voice
- grammar
- courtesy and respect
- manners
- local customs.

Process/Skill Questions:

- How does communication vary by cultural background?
- What role does communication play in human relations?
- What are upward communication, downward communication, and lateral communication?
- How does the terminology an employee uses with a guest affect the guest’s experience?
- What are examples of cultural differences? Why is it important to understand cultural differences?
- Why is it important for all employees to understand local customs?