Evaluation of Impact of Interpersonal Communication in Hotels - Literature review Example

Heading: interpersonal communication Your name: Course name: Professors’ name: Date Table of Contents Overview of Interpersonal Communication 3  Evaluation of Impact of Interpersonal Communication in Hotels 6 Conversation Transcripts 9 References 13 Overview of Interpersonal Communication Interpersonal communication is essentially a continuous process where people exchange ideas, information and feelings through either verbal or non-verbal means. Interpersonal communication is a face-to-face communication process and thus demanding close proximity of the agents communicating (Baxter & Braithwaite, 2008). The process can involve two or more people depending on a given setting. More so, interpersonal communication goes beyond what is said in the conversation, it includes the language used in the process and how it is said. Non-verbal messages are usually communicated through tonal variation, facial expressions, body language and gestures. Notably, when two or more people are in the same place and aware of each other’s presence, communication automatically takes place, this happens no matter if it is unintentional or subtle. This is because without verbally communicating, observers in such a setting use facial expression, cues of posture, dressing code, emotional status and personality. Despite the fact that communication may not be intended, people perceive messages through non-verbal behavior. According to Domenici & Littlejohn (2006) research has been undertaken to break down interpersonal communication into a number of elements which facilitate better understanding of this form of communication. Some common interpersonal communication elements are as identified below. The communicators, in order for any form of communication to occur, there must be at least two people involved. In this way it is more convenient to think of a message sender and message recipient as depicted in the model below. Figure 1 This demonstration however assumes that the communication is a one way process because of the presence of a sender and a recipient. Conversely, communication is actually a two way process with people sending messages and others receiving the messages and vice versa and hence making the process two way as the sender becomes the recipient of the information after sending their messages across. In essence, while one party of the conversation is talking, the other party listens and sends feedback through physical gestures such as head nods and smiles. The second element is the message, a message is not limited to the speech used in the communication process, it also includes the non-verbal messages that are essentially exchanged through tone of voice, facial expressions, gestures and the body language, Non-verbal behavior normally contains additional messages about the message passed. In particular, it reveals non-verbal responses such as emotional attitudes which underlie the speech content. The third element is noise, in communication theory; noise has specific meaning (Griffin, 2012, p.115). In generally refers to anything that tends to distort the message being conveyed so that the recipient of the message gets it different from what the sender actually intended. Noise varies from physical noise such as background sounds which can interfere with the communication to other factors which are also considered noise. These factors are use of complicated jargon, inattention; disinterest and cultural difference are considered noise because they interfere with the message being sent across. In summary, anything that causes inconsistency or distortion is considered noise. The fourth element is feedback, this is the message that the receiver returns, it therefore allows the sender of the initial message to establish if the message was received and understood. It also informs the sender about the reaction of the message recipient. Notably, the receiver may respond to intentional and unintentional message. Feedback ranges from direct statement to the sender to subtle expressions either informing the sender that the recipient is willing or unwilling to continue with the communication process. Feedback is important because it allows the sender to limit, repeat or adapt the conversation. The fifth element of the context, in essence, all communication is impacted by the context in which it takes place. Besides the situational context in which interaction takes place such as an office, the social context also needs consideration, this includes the relationships, roles and status of the parties in the conversation. The sixth element is the channel; the channel is the physical means in which the message is being transferred from the sender to the recipient. In a face-to-face context, the channel is normally the vision and speech while in a telephone conversation, the channel is limited to voice alone (Floyd, 2009). There are four main principles of interpersonal communication. Firstly, communication is inescapable; this means that we constantly communicate even if we are unwilling to communicate. This is because of our tone of voice, gestures, posture and facial expression. In response to these, we always receive response to what we communicate to others. Secondly, communication is irreversible; this means that once the message has been sent, it cannot be dropped and hence the consequence of the message must remain. Thirdly, interpersonal communication is complex; in essence, there is no simple form of communication. According to Griffin (2012, p.115) because of the variables involved, even the simplest request is extremely complex, theorist note that when communication happens, there are a number of variables such as who the sender thinks about themselves, about the other party, how the receiver thinks about the sender and how the recipient perceives the sender among other variables. This makes interpersonal communication a complex process. The fourth principle is, interpersonal communication is contextual, and this means that communication cannot happen in isolation. There are the psychological context, the relational context, the situational context, the environment context and cultural context among others. As discussed by Foss & Littlejohn (2008) interpersonal communication is useful in a number of ways, it can be used to make decisions or solve issues, anticipate behavior, regulate power, give and collect information, influence the behaviors and attitudes of others, create and sustain relationships, better understand the world and how we experience it, give and receive emotional support, and show personal needs and comprehend the need of others. In essence, interpersonal communication is necessary and an important life skill.  Evaluation of Impact of Interpersonal Communication in Hotels According to Plangpramool (2013, p.1) in the hospitality industry, interpersonal communication is an imperative aspect. Not only is interpersonal communication inescapable but also a critical human capital. Effective interpersonal skills in hotels, restaurants and airlines as well as tour operates are of paramount importance. As noted by Zimorenski (2009), interpersonal competence in the recent years has been ranked high as an imperative requirement for successful job performance in the hospitality industry. This is specifically important to employees who interact with customers and other guests, the hospitality industry places significant premium emphasis on interpersonal communication among employees dealing with customers directly. Kahle (2002, p.12) notes that interpersonal communication refers to both the verbal and the non-verbal aspect in the interaction process. This is normally occurs on a face to face communication setting. More so, “people skils” and “soft skills” are common terms that are used to describe an individual’s interpersonal competence. The word “soft” may seem inappropriate word to effectively describe the importance of the skills as it can potentially cost an employee their job. In the hospitality industry or a hotel setting for this case, individuals with good interpersonal skills can relate more effectively with wide range of people and hence work more effectively in this setting. In essence, such a person is more likely to resolve conflicts, address request effectively and receive the conveyed information more objectively (Tesone, 2005). As an example, a hotel staff member with effective interpersonal communication will be more open to ideas from others and also willing to execute the views of others as well as contributing to the process. Such an individual will be able to solve problems faster and work effectively in a team. In a work environment, interpersonal skills are normally perceived as purely oral only. Conversely, dealing with people involves a number of ways in the modern world (Mottet, Vogl-Bauer, & Houser, 2012). As an example, negotiations and persuasions normally take specific forms such as written communication which are interpersonal in nature. Chats, Emails, letters of request and refusal and similar forms of writing involve communication between people who are involved in arguments, request and demands (Pathumwan Princess Hotel, 2012). Essentially, in a hotel setting, interpersonal communication is informal exchange of information between two or more persons. It is normally characterized by the development of personal negotiation rules, progressive deeper levels of knowledge adjustment and increased information exchange. Barrows & Powers (2009) asserts that human capital is a major organizational resource that is necessary for growth and gaining competitiveness. Educated and well skilled citizens thus increases production and hence reduction of crime and enhance intergenerational knowledge and skill transfer. In this age of heightened competition, countries now emphasize on training and education. Skill and knowledge of employees in any industry contribute towards the competitiveness of the firm and hence ensuring that the market niche is maintained. According to Olson (2006, p.33) research shows that competence in interpersonal communication skills in the modern world is indispensable. Olson (2006, p.32) notes that study has revealed that internal communications efficiency determine the level of customer satisfaction. It is therefore the work of the management to improve on the confidence of employees in order to improve on their competitiveness in the industry. Management confidence migrates down to staff at operational level and hence improving customer satisfaction. Dickson, Ford & Upchurch (2006, p.463) proposes recommendations that are needed specifically in a hotel setting in order to improve interpersonal communication. It is required for the senior, middle, and junior management to establish trust in each other in a workplace environment; this will enhance interaction and hence internal communication. The management should provide guidance to employees on better internal communication means in order to improve guest satisfaction. The employees should also be trained continuously on effective organizational culture in order to focus their behaviors, attitudes and services towards achieving optimum results in interpersonal skills. It is also necessary to train all the employees within the hotel department to practice better and positive verbal and non-verbal internal communication techniques. According to Barrows & Powers (2009) communication training benefits employees in a number of ways, it increases interpersonal trust a factor that contributes to effective service delivery in the hospitality industry. It also helps to encourage information sharing among the staff and the management, free information sharing is essential in the hospitality industry as it helps improve on better ways of communicating with the customer. It also increases employee commitment to their job and the hotel. This is essential because a committed employee is an effective employee whose performance is also notable and sustainable. Individual self perception accuracy and confidence are also enhanced through constant training. This is imperative as the work efficiency also improved significantly. Lastly, employee training in the hospitality industry is essential in reducing misunderstandings and enhancing problem solving capability. The result of this is increased employee recognition which eventually translates to enhanced guest satisfaction. Conversation Transcripts Sam: Good morning, did you have a sound sleep Jane: Yes, I did… Sam: Hey, do you have a problem? Jane: Why? Have you seen anything wrong? Sam: Your arm? What happened? Jane: Huh: nothing serious, I injured my arm in the tap. Sam: Can I came in and check? Jane: Sure. Sam: Ooh: this is serious injury; let me attend to it immediately Jane: Thanks for your concern Sam: Just hold your hand high; I want to clean the bottom part before the blood cloths. Jane: I thought it was a small cut; I have been trying to cover the top part with a tissue. Sam: That is fine, but Jane you must also notify the hotel management, you know even a small cut can have infections and we would not like any of our customers sick when we could have helped. Jane: Thanks for your concern; you are such a concerned person…and the hotel too. Sam: I am going to apply some methylated spirit and this disinfectant to kill any germs. Excuse me a minute. Jane: Sure, let me hold my arm. Sam: I will be back in a minute. Jane: Ok, fine. 2.3. Sam: Ooh sorry for the delay, Jaky had the key for the medical room and I couldn’t find her in the reception. Her phone was too in the reception..2.5. Just hold your hand up again. Jane: Ok, no problem you didn’t stay too long.. Sam: Do you feel any pain now? Jane: Yes, just a little, have you applied the medication? Sam: Yes, I have the paid should subside in a minute, don’t worry you will be alright. Jane: Thanks.. Sam: Ooh, lovely photo..can I have a closer look? Jane: Sure, that is my daughter; she is turning two next month. Sam: That is nice, is she in Australia? Jane: No, she is in New Zealand. My husband is a New Zealander Sam: That is good, next time you should bring her here, she is lovely. Jane: I want her to school in Australia; I work here so it helps. Sam: Ok, that is great. Just hold your hand down now I start bandaging. Jane: Alright, 2.5...do you have a family yourself? Sam: Mmmh, yes I did? Jane: To mean? You div..orced? Sam: Not actually...it is sad. Jane: Ooh sorry then. Sam: It’s Ok, I lost my wife to Cancer. Jane: Jesu..s…I am sorry. Sam: No problem.. life can be harsh a times Jane: That is a little too harsh..2.4. Sam: Thanks for your concern. Jane: You have been helpful for me too, thanks. Sam: I want you to get a tetanus injection as a precaution for infection, is that ok with you? Jane: Yes. Sam: Ok then, just follow me. Excuse me. Jane: Ok. References Barrows, W. C., &Powers T. (2009). Introduction to the Hospitality Industry. 7th Ed. New Jersey: John Wiley & Sons. Baxter, L., & Braithwaite, D. (2008). Engaging theories in interpersonal communication: Multiple perspectives. Thousand Oaks, CA: Sage. Dickson, D.R., Ford, R.C., & Upchurch, R. (2006). A case study in hotel organizational alignment. International Journal of Hospitality Management, 25:463-477. Domenici, K., & Littlejohn, W. (2006). Facework: Bridging Theory and Practice. Thousand Oaks, CA: Sage. Floyd, K. (2009). Interpersonal Communication: The Whole Story. New York: McGraw-Hill. Foss, K., & Littlejohn, S. (2008). Theories of Human Communication, Ninth Edition. Belmont, CA. Griffin, E. (2012). A First Look at Communication Theory. (9th ed.). New York: McGraw-Hill. pp. 115–11. Olson, E. G. (2006). Managing Consultant in the Strategy and Change Practice for IBM Business Consulting Services, Gardena, California, USA. Journal of Business, 27(4):33-42. Kahle, E. (2002). Implications of “new economy” traits for the tourism industry. Journal of Quality Assurance in Hospitality & Tourism, 3 (3/4):5–23. Mottet, P. T., Vogl-Bauer, S., & Houser, L. M. (2012). Your Interpersonal Communication. New York, NY: Pearson Education. Pathumwan Princess Hotel. (2012). Chatrium Hotel Riverside Bangkok – Retrieved on August 28th, 2013 from http://www.pprincess.com/ Plangpramool, S. (2013). Human Capital and Interpersonal Communication: A Successful Factor In The Hospitality Industry, Department of International Hotel Management, p.1- 14 Retrieved from http://www.conference.phuket.psu.ac.th/conference2012/proceedings/pdf/o_FHT%2033. Pdf Tesone, D. V. (2005). Human Resource Management in the hospitality industry. New Jersey: Upper Saddle River. Zimorenski, D. (2009). Effective Internal communication : Turn this weakness into a strength. [on line].Available at http://blogs.reliableplant.com/1011/effective-Internal communication /. [12 October 2009]. Read More