Interpersonal Communication Concept - Essay Example

Interpersonal Communication (Name) (University) 1. A review of interpersonal communication Communication is the most principal means in the course of which people affect one another. It is an intricate process with multiple dimensions and involves transfer of information of various modes across different channels. Communication develops identities, establishes relationships, enhances coordination and encourages growth in different forms (Castronovo,2012). The needs addressed through communication include the need for affection where there exists a desire to give and be the recipient of love and liking. The need for inclusion is socially based and is where individuals feel the urge to belong to a group. The need to control is basically associated with an insistence on having influence over things or people (Bowen, 2013). There are various types of communications where people interact and this paper seeks to expound on the type of communication that is interpersonal. Interpersonal communication This is an involved process where individuals convey, construe and coordinate messages to create a meaning that is understood by a fair number of people which will meet required social goals, manage the identity of an individual and assist to establish and continue relationships. Interpersonal relationships are principally exchange processes between people (Sullivan, 2013). A barter of messages is involved in interpersonal communication where words and sentences are utilized to convey the feelings and intentions of the one communicating. Interpersonal communication models The three models involved in interpersonal relationships are the linear model, developed by Laswell in 1948, interactive models and transaction models (Wood, 2015). The linear form explains communiqué as a one ways process where one individual provides an effect on another individual. The interactive model portrays communication as a progression where the recipients of a message provide some form of response to the message, otherwise known as feedback. The transactional model of interpersonal communication to a great extent emphasizes on the dynamic nature of interpersonal communication and the multiple roles that are assumed by individuals in the process of this communication (Wood, 2013). The transactional model is further discussed, additionally venturing into the key elements under interpersonal communication. The transactional model As mentioned earlier, the transactional model is primarily associated with the changing nature of interpersonal communication. Multiple roles of individuals during the process are also recognized. This model is cognizant of the fact that noise is always present throughout communication between people. The aspect of time is also included in this model as communication varies with time. People tend to send messages differently on different times and experiences over time. Interaction with people over long periods of time results to more intimate relationships thus the informal correlation among individuals, be it at work or at different settings. The transactional model provides clarity on the fact that communication is concurrent within systems and also emphasizes on how meaning is created and perceived (William, 2013). In the transactional model, there is no sender or receiver, both parties are labeled as communicators who have equal participation and may or not respond simultaneously to messages. Figure 1.1 Source: Wood (2009) The above figure shows the transactional model of interpersonal communication Features of interpersonal communication Buber’s poetic description of interpersonal relationships applies the features of selectivity, a systematic nature, uniqueness and a process that is ongoing. The selective feature of interpersonal communication recognizes that individuals may not want to communicate at all or sometimes choose to only communicate to specific people (Robbins et al. 2013). Such choices are highly determined by the level of importance placed upon a particular message being communicated. This thus describes the selective feature in interpersonal communication. Interpersonal communication is systematic. It occurs in methodical contexts where events are affected and the understanding that is attributed to the events. The systems involved in interpersonal communication influence the expectations between communicators and the interpretation of what is said to give a conclusive evidence of an understanding or a misunderstanding. Interpersonal communication is a unique feature in the sense that every process of communication is different from a previous one and it takes place among different individuals with different settings (Fiske et al. 2013). Interpersonal communication always goes in that it possesses no distinct beginnings or endings. Factors that enhance effective interpersonal communication include the presence of a range of other skills, proper monitoring of one’s communication and commitment to ethical and effective communication. Factors that impede interpersonal communication include poor communication skills and other related skills, inappropriate adaptation to communication and lack of a dual perception in the engagement of communication (Wood, 2015). 2. Impact of interpersonal relationships on managerial effectiveness of hotels Effective management of an establishment, particularly a hotel is dependent on proper communication among the associated parties (Wei et al. 2013). Interpersonal communication relies on the principle that people cannot fail to communicate. Communication brings all kind of needed and unimportant meaning into situations. A social setting requires communication. A hotel establishment is run through communication. Workers communicate to identify themselves, their requirements and the requirements of guests. The management of a hotel is thus supposed to capitalize on communication with employees. This may be in form of giving of instruction, teaching hotel policy and communication of goals that assist the establishment to attain its vision. One principle that management needs to understand is that interpersonal communication is irreversible (Miller, 2014). The effective communication of management to employees depends on their ability to weigh their feelings words and actions so as to convey positive messages to the workers that enhance effectiveness in the hotel. On their part, employees are responsible for giving correct, unbiased and promotional information about the establishment to the guests. When correct information is presented, operations are more likely to run smoothly as proper instruction and procedure, if present will be followed accordingly by a better number of the guest. In the event that improper information is revealed, the whole establishment will be directly affected as this information cannot be reversed. Interpersonal communication has ethical responsibilities (Culbertson et al. 2013). It is therefore advisable for the management of a hotel establishment to dwell on ethics while communicating. Respect among each other and to the employees is an excellent way of communicating ethically. In the event of interpersonal communication, it is relatively easy to cross the line between professionalism and invasion of individual reserve. The features of interpersonal communication such as being selective are bound to result to the creation of an informal and comfortable relationship where ethics can easily be compromised. Ethical aspects of communication are as a result of equity in relationships, attention that is mindful to one another and ethical considerations in every aspect of interactions. Ethical issues arise during interaction. As such, employees in a hotel a required to be extra sensitive in the day to day interaction with guests and ensuring services are delivered effectively without compromising on ethics in association with the guests. Through interpersonal communication, relationships are created, refined and sustained (Wood, 2015). The ability of management to define their communication with the employees and refine it enables them to listen and understand the needs required and solve arising problems without making an upheaval out of the situation. Proper communication is thus bound to result to an understanding where employees work efficiently with minimum supervision and toward achieving the organization’s objectives. Consequently, from this relationship employees will provide excellent services to guests leading to repeat business from loyal customers. Interpersonal communication competence is achieved through coupling communication with other factors as by itself, good communication is not a guarantee to addressing all issues (Clampitt, 2012). Managers and employees need to discover and develop a range of skills to be implemented together with communication to ensure competence. Different skills are applicable in different situations in the operation of the hotel. The context of the situation is an influential factor on the skill to be used such as assertiveness or compassion. A competent interpersonal communicator possesses a dual perspective in all situations (Ting-Toomey, 2014). This means that through the interaction process, the individual is perceptive to the other person’s opinions and beliefs and seeks to understand the thoughts and feelings of the other individual. A genuine dialogue requires that personal or professional views be expressed with the consideration in mind that the communication is two ways thus was it said should be treated with some degree of sensitivity. The capacity to regulate individual communication goes a long way in ensuring that communication does not result into an unproductive argument (Theisohn, 2013). Monitoring of one’s self during interaction proves that the individual is a competent communicator. It is vital to avoid touchy topics especially at work as a peaceful coexistence is required among all the workers to guarantee productivity. Interpersonal communication is a continuous process (Wood, 2015). It is important to understand that those who are not effective communicators can still be taught. Being effective in communication is not a trait. It can be learnt and practiced to ensure effective communication is at its highest. Conversation 1 Samantha finishes serving a customer at the Front Desk and turns around to find Simon standing staring at her with his arms folded. Simon: Samantha, I need to see you in my office right now. Samantha: Is there a problem? I’ll be with you in a moment. Simon: Okay. Simon turns around and walks to his office. Samantha follows him to his office. Simon: (gestures to Samantha to enter the office and then enters behind her while closing the door) Please sit down. Samantha takes a seat, looking very nervous. Simon: (leaning across the desk) Samantha, do you know why you’re here? Samantha: No, I’m sorry I don’t know. Simon: Well, there is something you did wrong. Samantha: (shaking her head) I’ m sorry, what did I do wrong? Simon: Apparently you were very rude to one of our guests when you checked them in yesterday. Samantha: (looking puzzled) Oh no! Which guest? Simon: Mrs. Wiggins. Samantha: I’m really sorry; I just don’t remember checking in a Mrs Wiggins yesterday. Simon: (scowling at Samantha). Well, that’s what happened. You do know that you cannot afford to treat our guests improperly. Samantha: Yes, you’re right. I’m very sorry, I’ve been quite distracted recently. Simon: Yes you have. Please don’t let this happen again Samantha. You usually get recommendations from guests, not complaints. Samantha: I won’t let it happen again. I am very sorry Simon: Okay, we all face all kinds of distractions. Just try not to let the stress get to you okay? Samantha: Well noted, I will improve on that, thank you. Simon: Fine, you can go back to work now Conversation 2 Mr Tomson slumps on the Front Desk counter, looking tired, disheveled and annoyed. Samantha: Good day sir, how may I help you please? Mr Tomson: (shifting). My name is Tomson. I have a reservation. Samantha: A moment please, let me check it up for you. Samantha begins checking for his reservation in the PMS. She can’t see the reservation initially. Looking at the guest, Samantha says: Samantha: I’m afraid I can’t see your reservation Mr. Thompson. When did you make the reservation? Mr Tomson: My assistant made the booking over two weeks ago. I also received a confirmation email. Samantha: Please have a seat while I recheck. Mr Tomson: Okay thanks, I have really had a long flight. I just want to get to my room and rest. Samantha nods understandingly. Samantha: Please bear with me as I check again. Do you happen to have your confirmation email with you? This time Mr Tomson sighs heavily and holds his chin. Samantha senses that Mr Tomson is starting to get agitated. Samantha: I’m really sorry for all the hassle but the confirmation email would help me speed up the process. Mr Tomson: No, I don’t have the confirmation email. I didn’t think it necessary. Please check again. Tomson is spelt T-O-M-S-O-N. Samantha: Oh I see! That was an oversight on my part. Yes, I do have your reservation. Mr Tomson: Great. I really need to have a shower and something to eat. I don’t think I can handle any more delays. Samantha: Well, kindly give me your credit card for your room security deposit and sign this registration card then I can promptly check you 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) my apologies for the inconvenience, Mr. Tompson, please enjoy your stay. Mr Tomson: Thank you References Bowen, H. R. (2013). Social responsibilities of the businessman. University of Iowa Press. Culbertson, H. M., & Chen, N. (2013). International public relations: A comparative analysis. Routledge. Castronovo, C., & Huang, L. (2012). Social media in an alternative marketing communication model. Journal of Marketing Development and Competitiveness, 6(1), 117-134. Clampitt, P. G. (2012). Communicating for Managerial Effectiveness: Problems| Strategies| Solutions. Sage Publications. Fiske, S. T., & Taylor, S. E. (2013). Social cognition: From brains to culture. Sage. Miller, K. (2014). Organizational communication: Approaches and processes. Cengage Learning. Robbins, S., Judge, T. A., Millett, B., & Boyle, M. (2013). Organisational behaviour. Pearson Higher Education AU. Sullivan, H. S. (2013). The interpersonal theory of psychiatry. Routledge Theisohn, T., & Lopes, C. (2013). Ownership Leadership and Transformation: Can We Do Better for Capacity Development. Routledge. Ting-Toomey, S., & Dorjee, T. (2014). Language, identity, and culture: multiple identity-based perspectives. The Oxford Handbook of Language and Social Psychology, 27. Wei, W., Miao, L., & Huang, Z. J. (2013). Customer engagement behaviors and hotel responses. International Journal of Hospitality Management, 33, 316-330. Williams, A., & Nussbaum, J. F. (2013). Intergenerational communication across the life span. Routledge. Wood, J. (2015). Interpersonal communication: Everyday encounters. Cengage Learning.. Wood, J. (2013). Communication mosaics: An introduction to the field of communication. Cengage Learning. Wood, J. T. (2009). Communication in our lives (4th ed.). Belmont, CA: Thomson-Wadsworth. Read More