Negotiation is a process during which two or
more people talk and listen together for the pur-
pose of resolving a disagreement or a conflict.
Skillful conflict resolution requires communi-
cation skills and interpersonal skills.
Reading and Writing
Once you learn to read, reading becomes an
important way to learn new information. On the
job, you will have many needs for reading. You
may be given an employee handbook to read.
You may also be given written guidelines for
performing your job. You may have a checklist
to use on the job. You may have to read labels on
foods or other supplies. Whenever you use a
computer, you will be reading information on
the screen.
Once you learn to write, writing becomes a
major way to record and transmit information.
Many hospitality jobs require the recording and
transmitting of information. Writing includes
using a keyboard on a computer to enter infor-
mation into the computer. When a server takes an
order, he or she either writes the order on paper
or enters it into a computer system, 23-8. When
the executive housekeeper enters information on
room status into the computer, he or she is writ-
ing. Managers often have to write reports.
Arithmetic and Mathematics
Knowing basic arithmetic and mathematics
is actually a communication skill. The business
world runs on numbers, 23-9. How many guests
stayed at the hotel last week? How many ham-
burger rolls did we use? How many hamburger
rolls are left? How much profit did we make?
Nowadays, calculators and computers help us
“crunch” numbers. That is, the computer and
calculator make it faster and easier to perform
calculations. However, a person needs to under-
stand numbers and mathematics in order to use
a calculator and computer properly.
Chapter 23 Skills for Success
529
23-6 Listening is an active process. Focus on the
speaker’s face and eyes.
23-7 Speaking on the job ranges from formal
presentations to informal conversations.