+1-817-968-5551
+61-488-839-671
+44-7480-542904About Expert
Key Topics
- Task Requirements:
- Solution
- Assignment: Interpersonal communication
- Overview of IPC
- Elements in the interpersonal communication
- Factors affecting effective interpersonal communication
- Theories and principles underlying IPC
- Impact of IPC on managerial effectiveness in hotels
- Transcripts of effective interpersonal communication
- Conversation 2:
- Reference:
Task Requirements:
Your ‘Interpersonal Communication Portfolio’ must contain the following three sections:
1.) An overview of interpersonal communication (600 words max.)
• With reference to a specific model of interpersonal communication, explain the key elements that are involved in interpersonal communication.
• Draw particular attention to factors that will enhance/impede effective interpersonal communication.
• Where appropriate, refer to key theories or principles that underpin interpersonal communication.
2.) An assessment of the impact of interpersonal communication on managerial effectiveness in hotels (800 words max.)
• With specific reference to the academic literature related to interpersonal communication in hotels, provide an evaluation of the impact of interpersonal communication on managerial effectiveness in hotels, paying particular attention to:
a. A manager’s ability to effectively manage and motivate individuals and teams.
b. An employee’s ability to effectively deliver quality service to guests.
3.) Transcripts of effective interpersonal communication examples
• Read the two transcripts of hotel conversations that are included at the end of this assignment guide. One is a manager-employee conversation, the other is an employee-guest conversation. Each of the conversations is an example of poor interpersonal communication.
• Re-write each of the transcripts (using the same formatting as the originals) to reflect what a good example of interpersonal communication would look like.
Solution
Assignment: Interpersonal communication
Overview of IPC
Interpersonal communication is a way by which people share their ideas and feelings. If people have appropriate knowledge, they do practice, give and take feedback then the skills of interpersonal communication can be improved. Healthy relationships can be maintained by understanding IPC.
Elements in the interpersonal communication
The key elements in the interpersonal communication are mentioned as below:
-
Communicator;
-
Receiver;
-
Perceptual screens;
-
Message
Perceptual screens can define as any window via which interaction with people can take place, this influences the quality, clarity and the accuracy of the communication. The message is the element containing the thoughts and emotions of the communicator that he wants to evoke in the receiver. The communicator in this model refers to the encoder whereas the receiver refers to the decoder which decodes the message sent to him. The message can be verbal or non-verbal depending on the code encoded by the communicator. The message can be sent using the face-to-face communication, electronic means, writing or telephone (Nykodym, 1988).
Taking the encoding-decoding model as the reference model, the human communication can be seen as the encoding of the information in the form of a message for example formulation of the sentence, conveying or transmitting that message via speaking and finally decoding of that message via listening and understanding the essence of the message. A successful communication would require a clear channel of transmission and the shared codes. (Nelson & Quick, 2003)
Require reliable business communication assignment help? Sign up and place your order at Allassignmenthelp.com. Our professional writers are experts in providing Database management system homework help at an affordable price. We have helped thousands of students with their integrated marketing communication assignments.
Source: Nelson & Quick, 2003
Factors affecting effective interpersonal communication
The following factors can enhance and impede effective IPC:
-
Culture: It includes customs, arts, values, beliefs, habits and behaviour of people. It is impossible to separate culture and communication. It is often regarded as a barrier to IPC among the people of different cultures. This is because people of different cultures have their own attitude influenced by the culture, and they feel that their attitude is superior to any other culture. This thing hampers IPC between people from different cultural backgrounds. There are some people who are ethnocentric in nature, and they have an impression that those who don’t belong to that group is a stranger to them or is inferior to them. Due to this perception, the healthy political and social communication between groups is prevented.
-
Power: Almost all IPC reflects some kind of power that can be obvious (boss and subordinate) or hidden (same company’s employees, at the same level of hierarchy but one of them earning more than other). A person is considered as powerful if he occupies a higher position in the company, business or government (Roloff, 2015). While communicating, these people exert their power on individuals like employees, public, etc. who may not be as competent as the powerful people are. This inequality acts as a barrier to effective IPC and impedes it.
-
Noise: The external factor that impedes IPC is noise. It creates a divergence between two people who want to communicate and prevents the message from getting transmitted from sender to receiver successfully.
-
Technology: This has become an effective way to communicate interpersonally. It can both enhance as well as impede the communication. It is a faster mode of communication so important messages can be communicated effectively but if people start making errors in e-mails like spelling mistakes, grammatical errors, then it can impede the effectiveness of IPC.
Theories and principles underlying IPC
There are few Principles of interpersonal communication (Orbe & Bruess, 2005).
-
In IPC, if a person has said something, he cannot take it back. So IPC is irreversible. It is also inevitable because once said; a person cannot avoid that situation.
-
There are rules in IPC like rules of acting while communicating with a person. Also, there are some expectations that the person needs to fulfil during a conversation.
-
Culture and power affect IPC. People of different cultures express themselves differently.
-
IPC changes with technology. Things like cell phones, messages, e-mail have changed the ways of IPC among people.
Impact of IPC on managerial effectiveness in hotels
For superior services and smooth operations of hotels, it is important to maintain a good working environment in the hotel. It should not be clouded with misunderstandings, distrust, intolerance, impertinence and conflicts between employees and employers or among employees or between management and clients. There is a possibility of personal rivalries in hotels like jealousy, hostility, etc. but this should be removed, and negative mentality should be given up. It is the responsibility of managers to keep on motivating the employees and teams by enforcing an innovative behaviour to foster a peaceful, cheerful and delightful working environment in the hotel. One way by which managers can motivate people is by conducting training programs and seminars for employees to make them aware that how their behaviour affects the business, clients, reputation, and loyalty of hotels (Brownell, 1982). Good relations can be established with employees and among employees by throwing office parties like annual staff party and cultural parties at various festivals or occasions. Managers must consider the fact that all employees are part of the hotel, and they should be treated as a part of ‘hotel family.' If the manager identifies any poor performer, then he should handle him properly. The manager should identify his weak areas, then provide him with proper training so that his confidence boosts up and he performs better in the future. It is important to maintain three things if IPC is to be carried out effectively by managers in hotels that are- mutual trust, respect and helping attitude. The managers should try to make such an environment for the people that is useful for the employees i.e. for their growth, career, development, etc. (Sanders, 2010). Management can also give various facilities for the welfare of employees. Not only the managers but employees also need to make their interpersonal communication effective because they have to interact with the customers and customer service is the top most priority in the hotel industry. A consistent level of service has to maintain despite the fact that the nature of customer service in the hotel environment is heterogeneous. There are unique demands of customers that are to be met by the employees so that they get satisfied with the services of the company. Management needs to control the actions and behaviours of employees so that the needs of hotels and of customers are met appropriately.
The success of hotels and customer satisfaction determines the long-term growth of hotels and competitiveness. This success depends largely on how you communicate with the people around you. A manager may be brilliant in performing and delivering results, but if he does not maintain effective IPC, the employees will not favour him, they will leave the job, and I will come as an extra burden on the budget of hotels. The main task of the manager is to get work done by people, and people or employees will follow him only when they feel that the manager is worth communicating with. An effective IPC can enhance the ability of manager to effectively manage and motivate people and teams as by doing this he will be able to give instructions properly, will be able to persuade or influence people in doing something, will be able to avoid conflicts with the employees or if any conflict happens then he will be able to handle it well (Jensen, 2016).
Employees are the ones who communicate with the clients directly. They have the task to understand the needs of people who come to the hotel, welcome them in a proper way, give them a good service so that they remember the hotel and recommend it to their friends and relatives and make them feel comfortable so that they relax properly if they are on a holiday (Dragneva, 1992). All this can be done when people of hotel communicate with them properly, establish a rapport with them, make them feel like they are a part of the family and resolve their issues timely and effectively. Also, the gestures and postures of employees show that how much they regard the client and they feel good with their presence. This creates a sense of belongingness among the employee and client. When employees deliver quality service to guests, they come back to the hotel for taking more services.
Transcripts of effective interpersonal communication
Simon: Hi Samantha, How are you?
Samantha: Hi Simon, I am fine, thank you.
Simon: I am fine too. So tell me how can I help you?
Samantha: Simon my mother is flying in the town to meet me so Can you please give me off this Friday?
Simon smiles and shakes his head politely.
Simon: Look, Samantha, I understand that you want to spend time with your mom, but I am afraid that I cannot sanction your leave as we are quite busy these days and you are an important employee for an organisation. We won't be able to manage the work without you. And you also know that it is difficult for us to grant leave on such short notice, if you had asked for it before the roster was written, I would have managed it.
Samantha breathes slowly and replies in a steady voice.
Samantha: Yes you are right on your part, and I know that it is difficult to manage the work if any employee takes leave without informing in due time but I haven't seen my mom for a long time, and she just told me about her visit, it was not decided earlier. I have never asked for any time off in such short notice before. It would mean a lot to me to be able to spend some quality time with her, and I understand the urgency of work, so I have already found someone, Brendan, who is willing to cover my shift.
While Samantha says this, Simon maintained an eye contact with her.
Simon: (looking at Samantha and thinking something) I don’t think that Brendan can handle this work as effectively as you do it. He is a bit casual about the work. There are 350 rooms arriving on Friday, and it is going to be a busy day, so I request you to manage it
Samantha smiles at the appreciation and breathes slowly.
Samantha: Thank you for trusting my capabilities. But this is equally important for me. I am a hardworking person, and I have proved myself several times so I’d really appreciate if you consider that, and I promise that I’d be happy to keep putting in the hard yards for you.
Simon looks in a supporting way at Samantha.
Simon: Ok, I value all my staff members and their preferences. So I am approving your leave. Say my hello to your mom and come back to work with a new energy.
Samantha: Thank you so much, Simon. I am lucky to have you as my boss. I will give my best and I will not give to any chance to complain in the future.
(Both shake hands and Samantha moves out of the cabin, shutting the door slowly)
Conversation 2:
Samantha: Hi. How are you? Do you have a Reservation?
Samantha looks Mr. Tomson 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, so she becomes more polite and try to behave in a friendly way.
Mr. Tomson: Hi. I am fine, thank you. Yes, I have a reservation. My name is Tomson.
Samantha: Ok. Just give me a minute, I will 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, and apologise for the delay to Mr. Tomson.
Samantha: Tomson I am afraid to say that I cannot find your reservation here.
Mr. Tomson: My assistant made the booking over two weeks ago. I also received a confirmation email.
This time, Samantha looks at Mr. Tomson directly in the eye as she speaks in an apologising manner
Samantha: There must have been a confusion with the records. But I will arrange a backup for you.
Mr. Tomson: I’ve had a very long flight, I just want to get to my room. Can you please arrange something quickly?
Samantha sighs. She understands that some mistake has happened from their hotel’s end
Samantha: Can you please show me your confirmation email?
Tomson takes out his phone slowly and starts opening his inbox.
Mr. Tomson: Here it is!
Samantha: Oh great! You do have a reservation with us. I am sorry that it is not mentioned at my end, there must have been some technical issue with the system.
Mr. Tomson: Doesn’t matter. It’s alright.
Samantha: Well here are your keys for the room. Please go and relax and in the meanwhile I will arrange some food for you. Have a good stay
Tomson: Thank you. I appreciate that.
Place Order For A Top Grade Assignment Now
We have some amazing discount offers running for the students
Place Your OrderReference:
-
Nelson, D., & Quick, J. (2003). Organizational behavior. Mason, Ohio: Thomson/South-Western.
-
Nykodym, N. (1988). Organizational Communication Theory: Interpersonal and Non-interpersonal Perspectives. Communications, 14(2). http://dx.doi.org/10.1515/comm.1988.14.2.7
-
Roloff, M. (2015). Theorizing Interpersonal Communication: Progress and Problematic Practices. Commun Theor, 25(4), 420-425. http://dx.doi.org/10.1111/comt.12081
-
Sanders, M. (2010). The Interpersonal Development Project: Bridging Theory and Practice in Interpersonal Communication Courses. Communication Teacher, 24(3), 165-169. http://dx.doi.org/10.1080/17404622.2010.489191
-
Dragneva, R. (1992). Communication Stereotypes in Interpersonal Communication. Communications, 17(3). http://dx.doi.org/10.1515/comm.1992.17.3.397
-
Jensen, M. (2016). Touchpoint Management and Interpersonal Communication. Studies In Media And Communication, 4(1). http://dx.doi.org/10.11114/smc.v4i1.1476
-
Interpersonal communication: evolving interpersonal relationships. (1993). Choice Reviews Online, 30(11), 30-6238-30-6238. http://dx.doi.org/10.5860/choice.30-6238
-
Brownell, J. (1982). Elwood Murray's laboratory in interpersonal communication. Communication Education, 31(4), 325-332. http://dx.doi.org/10.1080/03634528209384700
-
Interpersonal communication. (1994). Choice Reviews Online, 31(05), 31-2958-31-2958. http://dx.doi.org/10.5860/choice.31-2958
-
Jozek, M. (2014). Interpersonal Communication in the Process of Value Formation. Acta Technologica Dubnicae, 4(2). http://dx.doi.org/10.1515/atd-2015-0004
-
Metts, S. (2014). The Future of Teaching Interpersonal Communication. Communication Studies, 65(4), 451-455. http://dx.doi.org/10.1080/10510974.2014.927297
Give your grades a boost
Just share your requirements and get customized solutions on time.
-
1,168,768 Orders
-
4.9/5 Overall Rating
-
5,052 Experts
