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How can you effectively communicate the results of a service performance evaluation?

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Service performance evaluation is a crucial tool for hospitality managers to assess the quality and effectiveness of their service delivery, identify areas of improvement, and motivate their staff. However, communicating the results of the evaluation to the relevant stakeholders can be challenging, especially if there are gaps or discrepancies between expectations and outcomes. How can you effectively communicate the results of a service performance evaluation? Here are some tips to help you:

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1 Know your audience

Before you present the results of the evaluation, you need to understand who your audience is, what their interests and concerns are, and how they prefer to receive information. For example, your senior management may want to see a concise summary of the key findings and recommendations, while your frontline staff may want to see more details and examples of how they can improve their performance. You also need to consider the level of technicality and jargon that your audience can understand, and the tone and style that you use to convey your message.

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Carlos Rafael Cetina Estrella

Founder and CEO at Grupo Cero Peninsular | Implementation of sanitation systems and clean energy | Contributed to the creation of sustainable urban spaces.
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Con el modelo de negocios Canvas o BMC es una excelente herramienta para conocer nuestra audiencia, interna y externa de la organizacion.

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2 Choose the right format

Depending on your audience and the purpose of the evaluation, you may choose different formats to communicate the results, such as a written report, a presentation, a dashboard, or a feedback session. Each format has its advantages and disadvantages, so you need to weigh them carefully and select the one that best suits your needs. For example, a written report can provide more depth and evidence, but it may be time-consuming and boring to read. A presentation can be more engaging and interactive, but it may not cover all the aspects of the evaluation. A dashboard can be more visual and easy to access, but it may not explain the underlying causes and implications of the results. A feedback session can be more personal and constructive, but it may not reach a large audience.

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Carlos Rafael Cetina Estrella

Founder and CEO at Grupo Cero Peninsular | Implementation of sanitation systems and clean energy | Contributed to the creation of sustainable urban spaces.
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Retroalimentar a la audiencia de los resultados, una buena herramienta es a través de un email, y solicitaren el mismo las opiniones de los involucrados.

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3 Highlight the main points

Regardless of the format you choose, you need to highlight the main points of the evaluation, such as the objectives, the methods, the results, the conclusions, and the recommendations. You need to make sure that your audience can grasp the key takeaways and understand the implications of the evaluation for their work. You also need to balance the positive and negative aspects of the evaluation, and avoid being too critical or too praising. You can use charts, graphs, tables, or images to illustrate your points and make them more memorable.

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Carlos Rafael Cetina Estrella

Founder and CEO at Grupo Cero Peninsular | Implementation of sanitation systems and clean energy | Contributed to the creation of sustainable urban spaces.
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Consejo siempre mostrar los resultados y haciendo notar su afectación a su KPI, y su impacto negativo y positivo. Este ejercicio es para hacer conciencia de los resultados obtenidos, y que nadie lo tome personal.

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4 Provide context and evidence

To make your communication more credible and convincing, you need to provide context and evidence for your results. You need to explain how the evaluation was conducted, what criteria and standards were used, what sources and data were consulted, and what assumptions and limitations were involved. You also need to show how your results compare to the benchmarks, goals, or expectations that were set for the service performance. You can use examples, quotes, testimonials, or case studies to support your results and show how they relate to the real-world situations.

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5 Encourage feedback and action

The ultimate goal of communicating the results of the evaluation is to encourage feedback and action from your audience. You need to invite them to share their opinions, questions, or concerns about the results, and listen to them attentively and respectfully. You also need to suggest specific actions that they can take to improve their service performance, and follow up with them regularly to monitor their progress and provide support. You can use incentives, recognition, or rewards to motivate them and acknowledge their efforts.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hospitality Management

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How can you effectively communicate the results of a service performance evaluation?

1

2

3

4

5

6

1 Know your audience

2 Choose the right format

3 Highlight the main points

4 Provide context and evidence

5 Encourage feedback and action

6 Here’s what else to consider

Hospitality Management

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How can you effectively communicate the results of a service performance evaluation?

1

2

3

4

5

6

1 Know your audience

2 Choose the right format

3 Highlight the main points

4 Provide context and evidence

5 Encourage feedback and action

6 Here’s what else to consider

Hospitality Management

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感谢您的反馈

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