BHM109 Introduction To Research And Communications For Hospitality

BHM109 Introduction To Research And Communications For Hospitality

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BHM109 Introduction To Research And Communications For Hospitality

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BHM109 Introduction To Research And Communications For Hospitality

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Course Code: BHM109
University: Holmesglen Institute is not sponsored or endorsed by this college or university

Country: Australia


How do interpersonal communication skills influence the success of hospitality managers and employees?


The aim of the essay is to provide an insight into the interpersonal communication skills. Interpersonal communication refers to the process of expressing thoughts, ideas, feelings, emotion and information. This form of communication usually takes place in the form of message and can be in the form of the verbal or the non verbal communication. Interpersonal communication takes place between two individual. It is the communication where everyone communicates on the interpersonal level on a regular basis and so it can be either be a conscious or unconscious activity. Interpersonal communication skills however refer to skills of individual communication. They are also known as people or the social skills. Whether it is a group or an individual every individual makes use of interpersonal communication skills in interacting with each other. The level of the interpersonal communication skills are measured via effectiveness of the meaning transferred through messages. The report discusses about how the interpersonal communication skills influences of the success of the hospitality managers and the employees.
According to Arnold & Boggs (2015), hospitality managers emerging as leaders of the 21st century represented effective dealing of multi-cultural workforce. It puts forward transparent ideas that are capable of mobilizing others around common goal. Their sensitivity and competence affects millions of customers, travellers and the employees across the world. Communication however plays a key role as the hospitality manager faces a variety of the human resource challenges. Within the competitive marketplace, the efficient service remains identical with the effectiveness of communication. Managers should therefore put across clear messages along with development and maintenance of  a positive relationship with the employees and the guests. In the practical sense, effective management refers to the effective communication. A business of managing and leading is increasingly achieved through implementation of various activities related to  communication. In fact the interpersonal communication skills of a manager might act as potent tool for improving the organizational and the individual performance.
Lolli (2013) stated compelling interpersonal communication skills are vital in hospitality industry. This is the reason why some hotels bear considerable expenditure on providing the required training for interacting with guests. In fact, good interpersonal communications are an acquired art and are not considered natural skill so training can enhance the skills of the staff. Outstanding interpersonal communication skills also enhances guest experiences as it portrays that the managers are listening to the guests, valuing the feedback and conveying clear messages. Good interpersonal communication skills will not only impress the guest but would prove immensely beneficial for the hotel business (Wolfe, Phillips & Asperin, 2014). The managers and the staffs need to successfully communicate with not only the guest but also the employees of the other department. Lack of proper interpersonal skills results in the failure of communicating well with the guest that might give rise to the lack of confidence amongst staff members. It also results in the failure of processing the written documents including reports, emails, hotel management software and the other collaterals.  
Erozkan (2013) also stated that an effective interpersonal communication skill influences the success of the hospitality manager in delivering instructions in a manner that leads to better understanding among the staff members. A better communication skill also helps in greater understanding of latest technology used within the hospitality industry.  Better interpersonal skills helps in boosting the confidence of the managers in approaching the guests. It also results in positive attitude towards workplace and boosts higher levels of understanding between department heads (Braithwaite & Schrodt, 2014).
According to Hargie (2016), communication virtually impacts every tangible and intangible aspects of the life right from workplace behaviour to workplace relationships. Clear articulation of the opinion, feelings and the expertise understandably and clearly represents a portion of interpersonal communication skills. The other components include the comprehension and listening of the messages from the others. Koprowska (2014) put forward that actively working on the interpersonal communication skills not only acts as job satisfaction but also a boost in the career progression for the employees. The rising prevalence of the communication technologies implies that nowadays employees are not always conversing in a face to face manner. This results in the creation of the communication barriers and influences opportunities for positive interpersonal interactions. Awareness about what to communicate through writing helps in the development of the written communications skills and in understanding styles of communication. Listening to the others while suspension of the judgement and remaining accountable to the actions acts as a boosts as to how the others perceive integrity and gain access to the personal values. Besides, active listening of constructive feedback helps in building job performance and confidence. Further, the employees developing self awareness of their interpersonal communication skills positions the employee for opportunities and promotions along with boosting job satisfaction and current happiness.
Keyton et al. (2013), put forward that enhanced interpersonal communication within workplace acts as strong indicator of business and career success. Both the managers and the employees possess a responsibility of maintaining focus on building the soft skills and the hard skills. Although soft skills might not be obvious when they lack but their absence can be equally damaging for the business. 
On a concluding note, it can be said that it is the communication competence that distinguishes between the successful leaders and managers in hospitality. This acted as an essential as well as interesting discovery given the fact that the organizations undergoes continuous change and operates in an enhanced multicultural and turbulent environment. Thus, the efforts directed towards the enhanced learning of the management communication and using them for encouraging effective organizational practice ensures smoother movement of the hospitality industry towards a promising and uncertain future. The nature of organizational culture and the ability of responding suitably to the change are determined by interpersonal communication skills of the management team. In recent times it is proposed that organizational leaders are no longer characterized by personality traits or by their accomplishments but by the effectiveness of his or her communication skills. The essay portrayed that interpersonal communication serves various purposes that includes influencing attitude, behaviour and the opinion of the others.
Arnold, E. C., & Boggs, K. U. (2015). Interpersonal Relationships-E-Book: Professional Communication Skills for Nurses. Elsevier Health Sciences. 
Braithwaite, D. O., & Schrodt, P. (Eds.). (2014). Engaging theories in interpersonal communication: Multiple perspectives. Sage Publications. 
Erozkan, A. (2013). The Effect of Communication Skills and Interpersonal Problem Solving Skills on Social Self-Efficacy. Educational Sciences: Theory and Practice, 13(2), 739-745. 
Hargie, O. (2016). Skilled interpersonal communication: Research, theory and practice. Routledge. 
Keyton, J., Caputo, J. M., Ford, E. A., Fu, R., Leibowitz, S. A., Liu, T., … & Wu, C. (2013). Investigating verbal workplace communication behaviors. The Journal of Business Communication (1973), 50(2), 152-169. 
Koprowska, J. (2014). Communication and interpersonal skills in social work. Learning Matters.
Lolli, J. C. (2013). Interpersonal communication skills and the young hospitality leader: Are they prepared?. International Journal of Hospitality Management, 32, 295-298.
Wolfe, K. L., Phillips, W. J., & Asperin, A. (2014). Using hotel supervisors’ emotional intelligence as a benchmark for hospitality students. Journal of Hospitality & Tourism Education, 26(1), 2-9.

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