TOPIC: Communicating with Tact in the Hospitality Industry
Group members: Preddy, Samuel Koh & Yan Qian
1.0 Introduction
Communicating with tact and diplomacy is critical to success for business (Soden, 2017). In today’s context, the value of communication skills is recognized in the professional workplace, and it is important to communicate with tact and diplomacy. Tact is defined as ‘consideration in dealing with others and avoiding giving offense’ (American Management Association, n.d.).
Contrary to what many people think, there is more to communication than just speaking and writing. One way is to be mindful and pay attention ‘on purpose’ about how you speak. Learning to pay attention in this way allows a fundamental shift in perspective, and this ability to reperceive is something that can be learned and consciously trained in (Kabat-Zinn, 1994).
1.1 Problem Identification
Tactfulness is essential in both the front and back end operations of a hotel, additionally, it can also help to portray one’s character and professionalism. However, there are many ways whereby one can be tactful and the topic can be seemingly vague when it comes to identifying the exact strategies to communicate with tact.
The training plan would, therefore, aim to bridge this gap and provide a framework whereby service staff can effectively communicate and practice tactfulness in their workplaces. Training would be aimed at solving issues of tactfulness from a service standpoint and the skill learned would then be transferable, allowing the application to all functional areas of their job.
2.0 Purpose statement
The objective of this research proposal aims to examine how communicating with tact and being mindful of an individual’s communication style can affect the professional workplace, specifically, in the hospitality industry. This would then form as an impetus for hospitality employers to understand the need to train and improve the level of tact within their organization.
Ideally, an organization within the service industry should have employees and employers that communicate effectively with tact to both hotel guests as well as their colleagues.
However, in reality, service staff still have rooms for improvement on how to be tactful to both the hotel guest as well as their fellow colleagues.
3.0 Project focus
Miscommunication and misunderstanding often stem from a misalignment of explicit and implicit meaning between the sender and receiver. Such interpersonal communication problems are recurrent and evident in the front office department. It was highlighted from an assessment survey done by Tourism Vancouver Island, that effective communication skills and attitude by the hotel employees were one of the most significant issues for the guests (Tourism Vancouver Island, 2010). There are several types of relationships that may encounter these situations:
3.1 Between front office agent and guest
Where the marketing orientation of “customers are always right” may not be entirely true, hoteliers and other service industry employee still have to deal with unreasonable and abusive guest in the most light-hearted manner. This was back-up by a study exploring frontline employee’s first-hand experience with illegitimate customer complaining behaviours in the hospitality settings (Z. Huang, 2013). Some examples include guests coming up to the front desk agent and making a scene over an apparent fault caused by themselves or threatening to blackmail for a poor review if demands were unmet.
3.2 Between front office colleagues
Regardless of occupational or personal stress. It is a common occurrence that these built up across time and is possibly erupted at work if insensitivity and lack of cognizance were displayed during communication with colleagues. A quarter of stressed out workers felt like lashing out and more than half felt like striking a colleague, (The Collaborative, 2016). This can eventually cast pallor over the relationship if empathy and compassion were not practiced.
3.3 Between front office supervisory positions and staff
Given that most workplaces are based on hierarchy, it is not surprising that relationships between supervisors and their subordinates develop (Sias, 2009). There has always been tension between supervisory positions and staff. The pitch of politeness and directness are often neglected when the supervisory positions are speaking, resulting in negativity biased ambience when communicating.
Therefore, our thematic focus would revolve around the causes of these problems and how suitable phrasing of message in an explicit manner could potentially reduce or prevent miscommunication. This is especially relevant and vital for hospitality service providers to avoid getting stuck in these situations whilst providing enhanced guest experience.
4.0 Research Method
Data collection from both primary and secondary sources will be examined for this proposal. Casual interviews with managers working within the industry will be conducted. These expertise would be able to provide a clearer insight of the situation and give a personalized perspective of this issue within the workplace. From these interviews, the data collected would then be used to identify trends or highlight some of the best practices of the industry to allow the team to understand the current phenomena.
External research would also be conducted via the internet, where resources from credible websites and instructional units in class will be utilized to enhance the robustness of research done.
5.0 Potential Solutions
According to Suh, West & Shin (2012), certain skills and competencies are required of hospitality managers to ensure their firm’s competitiveness and success. The top factor is interpersonal skills, which includes interaction with guests, subordinates and peers.
Conflicts and complicated scenarios may arise on a daily basis in the front office department. The lack of tact in communication would usually tend to bring about miscommunication and dissatisfaction between different parties. To minimize and responds to those tricky circumstances in the future, our team recommend the front office staffs to follow the B.E.A.R.S guidelines. This effective guideline can also be applied the other departments in the hospitality industry.
5.1 Be Considerate
It is important in considering other people’s feelings and well-being when performing some action. On top of that, treating them with decently and with respect will allow the tasks to be completed more efficiently. People will be more inclined to communicate and assist you with your requests if you are a considerate person.
5.2 Empathize
Mismatched perceptions often interfere with communication. By empathizing with others, the recipient receives self-esteem, comfort and inclines towards trusting that person (Oxford University Press, n.d.).
It will be beneficial if one can take a step back and put themselves in the shoes of others from time to time. By doing so, it will potentially reduce the possibility of a conflict as the parties involved will have a clearer understanding of the situation with regards to the past experiences they had and hence react in a more positive manner.
5.3 Act Appropriately
It is recognized that non-verbal communication is the one that speaks the loudest. By understanding and using non-verbal communication, it can help to connect with others and build better relationships (Segal, Smith & Boose, 2018).
Similar to being considerate, this factor involves feelings and well-being when communicating with others. One should make a wise judgment in advance and act suitably on different occasions. It is crucial to prepare and react accordingly in any circumstances.
5.4 React Rationally
Being rational allows both parties to listen to the contrasting views, negotiating and compromising before deciding on the conclusion. This step provides transparency in providing opinions which will conclude a positive outcome.
5.5 Say the right thing
A basic principle of communication is that people judge you by your behavior, and not your intent (King, 2000). As the saying goes “Think first, speak second”, it is vital that one should gather his/her thoughts before delivering the message. Also, one has to take in be sensitive and take into consideration about the profile of the person he/she is communicating with to prevent any disagreement. People will also improve in communication through experiences.
6.0 Benefits
Given the customer-focused and heterogeneity nature of the service industry, there is a prevailing need to understand tact so as to cater to guests in the industry. The results from this research and training plan would allow hotel management teams to gain valuable insight and importance of tactfulness with regards to customer service. From which, hotels can then create the right environment to enable effective communication with tact in the workplace. With the right practice of tact in the provision of service, it would guarantee quality service and increased guest satisfaction for hotel guests.
7.0 Conclusion
The ability to communicate with tact is certainly both an art and science. It can be taught easily to people but such training can only be applicable and beneficial if the user practices it on their own. Communicating with tact is also something that should not be confined to the workplace but applied to situations where interpersonal communication occurs as well. This skill should also be applied by the entire organization and even staff from the managerial level so that it can enable an environment whereby everyone communicates tactfully.
8.0 References
American Management Association. (n.d.). How to Communicate with Diplomacy, Tact and Credibility. Retrieved from American Management Association: http://www.amanet.org/training/seminars/how-to-communicate-with-diplomacy-tact-and-credibility.aspx
Beverley, F., & T. (2016, February 29). Why Empathy Matters: Being More Empathetic at Work Can Help Reduce Work-Related Stress. Retrieved March 13, 2018, from https://the-collaborative.com/why-empathy-matters-being-more-empathetic-at-work-can-help-reduce-work-related-stress/
Chaskalson, M. (2011). The Mindful Workplace: Developing Resilient Individuals and Resonant Organizations with MBSR. United Kingdom: John Wiley & Sons, Ltd.
Eunju Suh, J. J. (2012). Important competency requirements for managers in the hospitality industry . Miami, Florida : Journal of Hospitality, Leisure, Sport & Tourism Education.
Jeanne Segal, M. S. (2018 , January). Overview of Non-Verbal Communication . Retrieved from Nonverbal Communication: Improving Your Non-Verbal Skills and Reading Language : https://www.helpguide.org/articles/relationships-communication/nonverbal-communication.htm
King, D. (2000). Four Principles of Interpersonal Communication. Retrieved from Donnell King Website: http://www.pstcc.edu/facstaff/dking/interpr.htm
Oxford University Press. (n.d.). Factors Influencing Perception. Retrieved from The Process of Interpersonal Communication: http://global.oup.com/us/companion.websites/9780199827428/student/chapt4/outline/
Sias, P.M (n.d.). Communication in the Real World: An Introduction to Communication Studies. Retrieved March 14, 2018, from http://open.lib.umn.edu/communication/chapter/7-5-relationships-at-work/
Soden, P. (2017, September 27). The Essentials of Communicating with Tact and Diplomacy in the Workplace. Retrieved from American Management Association: http://playbook.amanet.org/communicating-tact-diplomacy-workplace/
Tourism Vancouver Island (TAVI). (2010). 2010 Training and needs assessment survey [PDF]. Retrieved from: http://www.tourismvi.ca/research/pdf/2010-Training-and-Education-Needs-Assessment-Survey.pdf
Zhuowei, H. (2013, December 12). Illegitimate Customer Complaining Behavior in Hospitality Service Encounters. Retrieved March 13, 2018, from http://journals.sagepub.com/doi/abs/10.1177/1096348013515916
BHB 2802 Career & Professional Development II 