Overview of Interpersonal Communication - Coursework Example

Running Head: INTERPERSONAL COMMUNICATION NAME COURSE INSTRUCTOR DATE An overview of interpersonal communication Communication is one of the main ways whereby individuals affect one another and therefore it is important to understand effective interpersonal communication. Interpersonal communication widely lies at the junction of people cultural understanding and thus it’s an important ingredient in enhancing good relationships (Burkill et al 2000). Key elements defined in interpersonal communications are; the receiver, source, message, noise, feedback and context. These elements are best described in the interactive model. The source in this model is defined as the individual with a thought and wants to express the thought to another person. Here, thinking of the best way to express the idea is referred as encoding. Encoding is a process of putting one thoughts and ideas into either verbal or non verbal cues. The process of encoding can be linked to the intentional act of thinking about one’s goals and the best way to meet these goals through communication (Chant et all, 2002). The interactive model outline receiver as another element of interpersonal communication. Here, the receiver is defines as the individual who listen to the message. The receiver is largely involved in decoding the message. Decoding can be defined as the process interpreting as well as evaluating the sender message. Making sense of the message that has been sent can be termed to be effective decoding. Message is another element described in the interactive model. Message can be transmitted using verbal or non verbal cues. Non verbal message is communicated through body language, facial expression and tone of voice gestures. Non verbal communication play an important role in that it can be used to convey additional information about the message been spoken. Additionally, non verbal communication reveals the sender attitude which normally underlies the content of speech (Greco et al 2002). Both verbal and non verbal message are communicated to the receiver through a certain channel. Channel is defined as the pathway that the message from the sender travel and it normally entails, sight/visual, tactile/touch, auditory/hearing and small/olfactory. Interactive model define noise as an element of interpersonal communication. Noise is defined as anything that interferes with the process of communication (Guirdham, 2002). Noise can be physical such as low flying jet. Additionally, noise can be non-physical such as inappropriate body language. Feedback is another important interpersonal communication element defined as the verbal and non-verbal responses to the sender message. It is quite evident that without feedback communication is referred to be less effective. Feedback is important in the sense that it can seek for additional information not forgetting interpretation on the sent message. Additionally, feedback allows the sender to adapt, regulate as well as repeat the message so as to significantly improve communication. Finally, the model define context the psychological, historical and physical environment (Hannah et al 2004). The model indicates that all communication takes place within a given context and these contexts affect how individual communicate. It is quite evident that participants’ expectation as well as emotional climate of the interaction between the receiver and sender will affect the communication. From the defined elements, the interactive model largely recognizes that communicators creates as well as interpret the message within various personal fields of experience. The model signals that the more communicator field of experience overlap the more easily they can understand one another. This model portrays a more sequential process between the sender and receiver. One of the disadvantages of interactive model is the fact that it fails to capture the dynamic nature of interpersonal communication and the way it changes over a given period of time (Hargie and Dickson, 2004). Interactive model of communication (Adapted from Schramm, 1955) Impact of interpersonal communication of managerial effectiveness in hotel Within the hospitality sector with key reference to hotels where revenues are largely driven by guest satisfaction requires effective interpersonal communication. Interpersonal communication is becoming an increasingly powerful tool for organization and it plays an important role in managerial effectiveness in hotels. The hotel sector is facing organizational change, technological advancement, globalization and diversity and therefore need for managers to improve their interpersonal communication to have a more competitive edge. In the hotel sector, interpersonal communication is defined as the informal exchange of message between the clients and employees (Maes et al 1997). Here, interpersonal communication widely occurs when the rules governing the relationship, amount of information being communicated and the level of knowledge by the communicator. It is quite evident that in the hotel industry, where service levels are important, interpersonal communication structures need to be placed effectively. Researchers argue that the success of the hotel industry largely depend on the effectiveness of staffs in managing and adopting good interpersonal relations with the guest from different backgrounds. Management in the hotels should primarily focus on communication since communication widely influences service satisfaction (Rautalinko and Lisper, 2004). During communication within a hotel, there is the establishment of an interface between the guest and employees. This interface may be a problem in cases where there are ethnic variation between the guest and employees (Silverman, Kurtz and Draper, 1998). Managers can effective use interpersonal communication as a marketing too. Here, interpersonal communication plays an important role in the nurturing as well as maintaining an organizational culture and provide important values. In a service industry like the hotel sector, managers can take advantage of interpersonal communication in that it enable them to create a sense of credibility, reassurance, confidence and creation of powerful organization images. Employees use interpersonal communication to positively impacts on guest satisfaction. Additionally, it is quite evident that employees’ relation enhances interpersonal communication which in turn significantly enhancing self esteem as well as providing positive support on the guest they serve. Effective interpersonal communication enables employees to achieve its different objectives of consistency in quest communication (Smart and Featheringham, 2006). This therefore translates to deeper guest knowledge which leads to effective guest management. Effective interpersonal communication assists in the development of self managed team within hotel. Self managed teams provide a more excellent opportunity in integrating various thinking tools and methods that enhances effective operations within hotels. Managers are required to understand what factors make difference to general interpersonal communication so as to ensure employees concentrate on their unique interpersonal communication skills thus adding value to the hotel (Stammers, Dittmar and Henney, 1999). Managers are expected to enhance interpersonal communication with the hotel stakeholders so that to ensure a cohesive culture is establish allowing everyone to focus on a common goal. Cohesive culture ensures collaboration and thus increases the performance of the hotel. Human resource managers in the hotel industry should employ interpersonal communication as their leading role in organizational development, organizational change and organizational culture (Stevens, 2005). Interpersonal communication plays a very important role in enhancing staff morale, staff motivation not forgetting linking the employees and guest building strong interaction and collaboration. It is quite evident that effective interpersonal communication largely assists in strengthening of team work and thus improving work within a hotel (Wilson, 2003). When hotel employees are involved in interpersonal communication whereby they are able to properly understand interpersonal communication channels and vehicles thus guarantee efficacy in the hotel. It is quite evident that the quality of interpersonal communication is a key component towards organizational employee engagement thus transfers of meaning and understanding in all departments within a hotel (Yang et al 2006). Research indicate that success in the hotel industry largely depend on the effectiveness of employees to manage their interpersonal relations with their guest. Interpersonal communication largely influences service satisfaction and thus need to ensure relationship with guests is enhanced. With today increased competition, hotel need to adopt downward interpersonal communication. The hotel industry is heterogeneous and due to this, both employees and employers in this industry should ensure they are in a position to embrace cultural similarities thus enhancing cultural diversity (Zorn and Violanti, 1996). Conservation 1 Simon raises his head and looks at Samantha who is entering his office after knocking at the door. Samantha looks enthusiastic and happy. Simon: Hi Samantha, how may I help you? Samantha: Hi Simon I was kindly requesting for a Friday off. Hoping this will not inconvenience operations in the office. Simon signs, goes through the duty roll register……take two minutes to think. Simon: Samantha going through the duty register I believe we cannot manage to give you a Friday out due to the busy schedule we are currently experiencing. It would be ideal to ask for a night out before the rooster was writer to avoid any kind of inconveniences. Samantha takes a deep break and reply with convincing words Samantha: Simon I kindly want to ask you for the night out because I have urgent issues to work on. I have been working for a long time without asking any time off and therefore I would kindly want you to consider this and grant me a Friday off. My mother is jetting into the country and I really wanted to spend time with her. In response to the busy schedule we have in our office I have requested Brendan to cover my shift and he has happily accepted. While Samantha is explaining this, Simon is keenly listening and tries to understand Samantha argument. Simon: (looking directly at Samantha eyes) Despite the fact I do not like Brendan due to the fact he usually arrives late especially on Friday which is the busiest day I will try to accommodate him. Samantha is trying to compose herself so that she does not react to Simon comments. Samantha: Please Simon; this is really important to me. And with the hard work I have been providing to this organization, I want you to focus much on this. I would really appreciate if you kindly return the favor back. Simon: (Nodding his head) it is true you have been one of my best employees but the idea that you want to have a Friday off one of our busiest day is very tricky. Currently, it is important that each of our employees provide 100% so that we can be able to cover the loss observed in the last month. Samantha :( pleading) it is just a one day out and I would appreciate if you you just this once return this favor. Simon: Okay I will let you be for today but you need to know how to replace for the day off. Samantha: Thank you and I promise that I will recover the lost time Conservation 2 Mr Tomson slumps on the Front Desk counter, looking tired, disheveled and annoyed. Samantha: Hi sir, how may I help you? Samantha looks Mr Tomson up and down, and thinks he appears to be of Indian descent. She remembers an incident from the week before with an Indian gentleman who was very rude and arrogant when he was making an enquiry to hold a function at the hotel. Mr Tomson: Yes, I need help, my name is Tomson Samantha: Kindly hold on I check Samantha begins checking for his reservation in the PMS. She can’t see the reservation initially so she sighs and spends a bit more time checking again, she look at the guest and states; Samantha: Mr. Tomson, there seem to be a problem since I cannot see any reservation made under the name Tomson. Mr. Tomson: My assistant made a booking over two weeks ago and I received a confirmation email. This time Samantha looks at Mr. Tomson directly in the eye as she slowly emphasizes the following words: Samantha: Mr. Tomson it seems to be a problem since I cannot find your name in the reservation book. Mr. Tomson: I’ve had a very long flight; I just want to get to my room. Perhaps you could check again? Samantha nods her head to show acceptance. She opens the reservation book and keenly takes her time to look for Mr. Tomson name. Then she states; Samantha: Kindly do you have your confirmation email? This time Mr Tomson sighs heavily. Samantha senses that Mr. Tomson is starting to get annoyed with her which makes her feel even more agitated by this guest. Mr. Tomson: No, I didn’t think it necessary. Please check again. Tomson is spelt T-O-M-S-O-N. Samantha: (Smiling) Oh sorry I have been using the wrong spelling. I now can find your reservation. Mr Tomson: Good. I really need to have a shower and something to eat. I don’t think I can handle any more delays. Samantha: I am really sorry for the delays please accept my apologies. Kindly, assist me with your credit card for you room security and sign our registration card so that you can easily check in. Mr Tomson complies with Samantha’s request and she checks him into Room 2106 and provides him with a room key. Samantha: (with a smile on her face and a welcoming tone) Have a nice stay and again sorry for the delays we regret that mistake. References Burkill, S. Corey, D. and Healy, M. (2000). Improving students’ communication skills. 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Rautalinko, E. and Lisper, H. (2004) Effects of Training Reflective Listening in a Corporate Setting. Journal of Business and Psychology, 18, 281-299. Silverman, J., Kurtz, S. and Draper, J. (1998). Skills for communication with patients. Abingdon: Radcliffe Medical Press. Smart, K.L. and Featheringham, R. (2006). Developing effective interpersonal communication and discussion skills. Business Communication Quarterly, 69, 276-283. Stammers, N., Dittmar, H. and Henney, J. (1999). Teaching and learning politics: A survey of practices and change in UK universities. Political Studies, 47, 114-126. Stevens, B. (2005). What communication skills do employers want? Silicon valley recruiters respond. Journal of Employment Counseling, 42, 2-8. Wilson, M. (2003). Discovery listening – improving perceptual processing. ELT Journal, 57, 335-343. Yang, C., Tsai, I., Kim, B., Cho, M., Laffey, J. (2006). Exploring relationships between students‟ academic motivation and social ability in online learning environments. Internet and Higher Education, 9, 277-286. Zorn, T.E. and Violanti, M.T. (1996). Communication abilities and individual achievement in organizations. Management Communication Quarterly, 10, 139-167. Read More