Key Elements of Interpersonal Communication - Coursework Example

Student: Tutor: Course: Institutional affiliation: Semester: Date: INTERPERSONAL COMMUNICATION Introduction Interpersonal communication is the exchange of information feelings ideas and opinions between two or more people. Communication maybe through simple verbal messages or complex non-verbal messages but it can only be meaningless if the receiver is not able to understand the message. It is therefore important for a message sender to ensure that the message is understandable to the receiver for meaning and intended purpose to be achieved (Wood, 2011). Key elements of interpersonal communication From the simple model of interpersonal communication, there emerge the following key elements of communication that make the interpersonal communication possible (Wood, 2011). The sender-the sender is the originator of the message. He or she encodes the messages in a verbal or non-verbal form for the purposes of sending the intended message. The message-a message can be verbal or non-verbal in the form of facial expression or body posture. It may also be visual or a gesture only that it should be understandable and should convey the intended meaning for it to be a message. A message is originated by the sender and received by the receiver. The channel-the channel is the medium used by the sender to send the message. For verbal communication, channels may include meetings, social conversations, written memos, emails and mediated communication through technological means. For non-verbal communication, channels include body language, behavior and visual objects. The receiver-the receiver receives the messages form the sender, decodes it, interprets it and provides a feedback depending on how he or she understood the message. The feedback-a feedback is a confirmation that the message has been delivered to the receiver and what meaning or impression it made to the receiver. For successful interpersonal communication, the above mentioned key elements must be present. Other elements are involved which may offer additional meaning to the message or influence effectiveness of the message in this basic model of interpersonal communication involving the sender, message and receiver. Factors impacting on the effectiveness of interpersonal communication Language barrier People may have different first languages, the implication is that communication maybe entirely impossible between two parties or the encoding and decoding processes become difficult for the parties (Dainton & Zelley, 2005). Cultural background Culture is a people’s way of doing things; it involves beliefs, norms behavior and other attributes that define different groups of people (Dainton & Zelley, 2005). If people don’t understand and accommodate cultures of others they are communicating with, it may be a hindrance to effective communication. For example in some cultures women don’t give orders, in others a common sign may mean an entirely different thing. Emotional intelligence By understanding the emotions of others we can be able to relate with them effectively to achieve effectiveness in interpersonal communication (Dainton & Zelley, 2005). Technology Technology has greatly enhanced how people communicate. It can be used to improve the speed on long distance interpersonal communication. Incapacitated technology may also be an impediment to effective interpersonal communication (Dainton & Zelley, 2005). Principles of interpersonal communication Interpersonal communication is inescapable- we cannot avoid communicating if at all we want to go about our business while around others. It is only through communication that thoughts, feelings and information can be exchanged (Bambacas & Patrickson, 2008). Interpersonal communication is irreversible- a message sent cannot be taken back unless it has not reached the receiver meaning its incomplete communication (Bambacas & Patrickson, 2008). Interpersonal communication is contextual- it does not happen in isolation but rather in an environment with influencing factors to the message content, style and interpretation (Bambacas & Patrickson, 2008). Interpersonal communication is complex- same words and gestures may mean different things depending on contexts, style of delivery, communicators or even accompanying messages. In essence then, the whole process can be simple in one scenario and difficult to understand in another (Bambacas & Patrickson, 2008). Impact of interpersonal communication on managerial effectiveness in hotels Interpersonal communication is inescapable as mentioned earlier. As such it is important that managers in hotels know how to effectively use interpersonal communication to achieve their objectives in the business. The traditional management style involved hierarchies with a strict cold relationship between the management and employees. The modern approach to management has however challenged the traditional approach by introducing a more relaxed synergy focused management style in the modern workplace (Brotherton, 1999). The hotel industry is not left out too. The modern management style is focused more on the soft skills of dealing with people (Brotherton, 1999). Emotionally intelligent managers are self aware of their strengths and individual construct and so are they able to analyze their employees to on these and other factors. Through this understanding, they can be able to motivate their employees by knowing how to approach them in order to use their emotional construct and abilities for their benefits (Blundel, 2004). Empathy is a great indicator of emotional intelligence. It’s the ability to identify with other people’s situation. If a manager is bale to understand the employees’ situation, how they view their work and what is important to them, then he/she can be able to get the best out of them and offer a favorable environment for them to realize their potential (Clampitt, 2001). Ability to be assertive and at the same time accommodating of ideas and opinions from employees, is and essential balance that should define successful managers. Assertiveness through the way communication is passed in the organization is essential especially when groups are involved and there are strict target to be met. A professional approach to work should never be negotiated in as much as unconventional management should be encouraged. The manager should be clear by how he handles unprofessional conduct. It will communicate the companies stand on business. But on the other had should encourage creativity through showing support for creative projects and engaging in non formal chats with employees (Penley & Hawkins, 1985). Interpersonal communication is essential in communicating a company’s objectives and strategic direction. It is not enough for employees to know the vision, mission and objectives of the organization. Managers should continually remind their employees of the core values of the company and the vision of the company through meetings, general conversations and reaction to performance outcomes ( (Kelly, 2000, Yamaguchi, 2005). Effectiveness of teams in reaching their goals is greatly linked to the leader’s ability to motivate the group which is in turn linked to great communication skills like emotional intelligence, ability to inspire people through words and actions that show commitment (Peng & Litteljohn, 2001). Interpersonal communication between employees and guests In the hotel business it is impossible to separate a service from a product. Clients have a high taste for good service as well as the product offered. In the service business the clients are in close contact with the service producer. In the hotel industry, the service is highly personalized since employees have to interact closely with guests to understand what they want. This therefore means that employees in the hotel industry have to develop excellent interpersonal skills to improve relations with the guests since service quality is viewed from that perspective by the clients (Brotherton, 1999). One of the most critical interpersonal skills is the ability to listen; good communicators are keen to listen to other people during conversations. If an employee listens carefully to a guest then he/she will be at a position to deliver to the client just what they asked for. It also communicates a message to the guests that he is highly valued by the hotel since the employee took time to listen to him and deliver just what he requested (Brotherton, 1999). Having preconceived perceptions to a great extent hinders effective interpersonal communication (Wood, 2011). This in the hotel service may distort the quality of service offered. It is highly essential that employees take time to understand every client individually and not be influenced by cultural stereotyping and preconceived interpretations of culture. When employees approach clients this way, interpersonal communication will b enhanced and a quality service will be the outcome of the interaction. Non-verbal interpersonal communication helps a lot in showing appreciation to guests in hotels. Clients are emotional beings and they almost attach service quality to the soft product features they encounter at a hotel (Brotherton, 1999). A smiling receptionist or a room service attendant who opens the door for the clients to their rooms always communicates a message to the guest that he is highly valued. The client will most likely rate the hotel service as high quality due to the soft interpersonal communication used by the employees. Conclusion From the above analysis it is evident that interpersonal skills are vial in achieving organizational effectiveness in the hospitality industry and ensuring high quality service delivery to guests. Management are thus tasked with ensuring they look for highly qualified staff in terms of interpersonal communication skills and tap the skills to achieve their targets through effectiveness and service delivery. Conversation 1: Simon and Samantha Samantha knocks as she enters Simon’s office looking tired and upset. Simon: hi Samantha, you are not looking so good. What is going on? Samantha: hi Simon, it’s true I am not doing fine and that’s why I came to see you. Simon lays back to his sit and listens attentively Simon: What is the problem? Samantha: I want to ask for a Friday off? Simon responds calmly Simon: Samantha you know we have a procedure for requesting night offs, you can’t ask for it after the roster has been drawn, furthermore you now how busy we are right now. Samantha: I am aware of all that Simon. I rarely ask for time offs, this came unexpectedly; my mother is flying into town for a quick visit and I really need to spend some time with her since its long since we saw each other. It means a lot to me and I have already made arrangements with Brendan to cover for me for that one day. Simon: it will be fair to say that your service delivery is above that of Brendan. Friday is our busiest day of the week and you are really needed here Samantha. Samantha: I wish I could be here as well because you know I love my work and I give my all to meet targets, but this is really important to me and I am just requesting for this one favor for that one day from you. I believe Brendan can deliver his best since he understands how important this is to the hotel. Simon: cant you take the off on Monday? I will be willing to give you a whole day off for that day since we are not so busy. Samantha: my mother leaves on Sunday and so it will be impossible for us to spend some time with her on Monday. Believe-you-me I tried my best to adjust to her time but I don’t think I have an option that’s why I am requesting for a favor from you Simon. Simon looks like he is halfway to giving in to Samantha’s request Samantha: please Simon! Simon: the management has complained of falling revenues and poor performance of the front office department. My performance is directly linked to your performance as a department. I have a lot to lose if you guys fail me. That’s why I am really concerned about your absence considering you are one of the best performers I have there. Samantha: I understand, I promise to do my best to communicate this reality to the rest as we go forward. Silence Samantha: so what do you say? Will I have a night off for Friday please? Simon: mmmh! I don’t think you are going to take a no for an answer. I can see how important it is to you. Just make sure Brendan is early to work and have a serious talk with him. His productivity is still very low; he needs to improve. Samantha: thank you sir. Sure I will talk to him Simon: ok, have a nice time Conversation 2: Samantha and Mr. Tomson Mr. Tomson slumps on the front Desk counter, looking tired, disheveled and annoyed Samantha: Hi sir, you looking really exhausted, Sorry for that. Can I help you? Mr. Tomson: thank you, my name is Tomson and I made a reservation here earlier. Samantha: Hang on let me check it for you. Samantha begins checking the reservation in the PMS but she can’t see the reservation initially and so she checks again. She is now sure there is no reservation with that name. Looking at the guests she responds: Samantha: sorry sir, but there is no reservation for Thompson. Are you sure the booking was successful? Tompson: yes, my assistant made the booking over two weeks ago. I also received the confirmation email. Samantha: well there seems to be a problem since I can’t find it here. I checked twice. Thompson: Could you please check again. I had a long flight and I don’t think I have anywhere else to go. I need to rest after that long flight. Samantha is sure she never saw a reservation for the guest after going through the PMS twice. She feels agitated by the guest questioning her work but she maintains her calm. Samantha: Do you have you email with you sir? Maybe that will help us solve the issue. Thomson: No, I didn’t think it necessary. Please check gain and get the spelling right. Samantha: OK, what is the spelling? Thomson: T-O-M-S-O-N. Samantha: oh we have it (rolling her eyes) I was looking for Thompson. Sorry for that sir Thomson: It’s OK. I know it’s not a common name. It might have confused you. Samantha: yes it did. But I believe you won’t have a problem next time. Please give me your credit card for your room security deposit and sign this registration card before I can check you in. Mr. Tomson complies with the request and is checked into room 2106 and is provided a room key by Samantha. Thomson: (obviously relieved) thank you. I really need to have a shower and have something to eat. Samantha: (with a smile) welcome and have a nice stay. Sorry for the delay. Tomson: don’t mind it. References Bambacas, M., & Patrickson, M. (2008). Interpersonal communication skills that enhance organisational commitment. Journal of Communication Management , 12 (1), 51-72. Blundel, R. (2004). effective Organisational communication: Perspectives, Principles and Practices. London: Prentice Hall. Brotherton, B. (1999). Towards a definitive view of the nature of hospitality and hospitality management. International Journal of Contemporary Hospitality Management , 11 (4), 165-173. Clampitt, P. (2001). Communicating for Managerial Effectiveness (2 ed.). Thousand Oaks: Sage. Dainton, M., & Zelley, D. (2005). Applying Communication Theory for Professional Life. Sage. Kelly, D. (2000). Using vision to improve organisational communication. Leadership and Organisational Development Journal , 21 (2), 92-101. Peng, W., & Litteljohn, D. (2001). Organisational communication and strategy implementation -a primary inquiry. International Journal of Contemporary hospitality , 13 (7), 360-363. Penley, E., & Hawkins, B. (1985). Studying interpersonal communication in organizations: a leadership application. Academy of Management Journal , 28 (2), 309-26. Wood, J. (2011). Interpersonal Communication: Everyday Encounters. C;engage Learning. Yamaguchi, I. (2005). Effective interpersonal communication in Japanese companies under performance-based personnel practices. Corporate Communications: An International Journal , 10 (2), 139-155. Read More