ABSTRACT
This chapter focuses on the communication and management. The communication process contains elements involving sending and receiving a message as well as feedback. Communication surfaces quite often in a variety of ways and in many circumstances throughout the quality service organization. Communication in service industries can be either verbal or nonverbal. Verbal communication occurs on a one-to-one basis, in small groups, and in meetings and presentations. Telephone usage is another form of verbal communication. Communication processes can occur horizontally, vertically, upward, and downward in an organization. Managers need to understand these processes and how they can use them in order to communicate more effectively. Two types of nonverbal communication are kinesic and metacommunication. Informal communication includes the social activities whereby managers can gain information. Managers need to properly plan meetings, including proper arrangement of chairs and tables, deciding who will sit where, and the audiovisual aids that will be used.
