Communication Systems in Business

This assignment delves into the critical role of effective communication systems within businesses. It distinguishes between internal and external communication, outlining their respective purposes and key stakeholders. The document emphasizes the significance of clear roles, responsibilities, and efficient information flow for both customer service and overall business operations.

HRM 1
HRM

HRM 2
Answer 1:
Accommodating: In this, the other party concerns are given more important to find the areas of
agreement for finding temporary solution due to time limitations.
Avoiding: In this, conflict is ignored in hope of problem resolution automatically without making
any conformation.
Collaborating: Different views and opinions are integrated to find a creative solution of the
conflict. But, it consumes more time and efforts.
Compromising: Both conflicting parties are asked to give up their conditions for arriving at an
acceptable solution of the conflict.
Competing: In this, one party loss and other wins thus it facilitates quick solution of the conflict
(Edmonson et al., 2013).
Answer 2:
1. In first step, root cause of the conflict would be determined and agreed for navigating the
conflict resolution process effectively.
2. Next, factors those have potential to influence the conflict resolution would be identified
and confirmed.
3. The understanding of self-behaviour in concern of the conflict will be identified.
4. Consequently, the behaviour of other person in relation to the conflict will be determined.
5. The own objectives of conflict resolution would be acknowledged to facilitate informed
decision-making
6. The other party’s objective would be determined to resolve the conflict for determining
informed strategy (Lamb, 2012).

HRM 3
7. On the basis of objectives, the behaviour in approaching the conflict would be
acknowledged and understood.
8. The ways to meet the common goals would be determined
9. Different option would be shared and communicated to reach at a solution.
10. The confirmation on agreed solution would be obtained from the involved parties
(Scharlatt, 2014).
Answer 3:
1. For offering goods and services in accordance to customers’ expectations and needs
2. Improving customer experience by determining areas of improvements
3. Developing competitive advantage by improving consumer satisfaction
4. Facilitating informed decision-making in business
5. For communicating value of customers’ opinions (McDaniel et al., 2016)
Answer 4:
 Market research through customer satisfaction survey
 Customer feedback forms
 Social media
 Personal e-mail
 Observing on-site experience of the customers (Gbadamosi, 2013)
Answer 5:
The received customer feedback should be used to identify customers’ likes and dislikes about
the offered service or product and to make informed changes accordingly. On the basis of the
feedbacks, informed improvements should be made in operational and marketing decisions to

HRM 4
reduce customer complaints and to improve customer service accordingly (Lee and Carter,
2012).
Answer 6:
1. Obtaining customers’ feedbacks
2. Obtaining opinions and views of staff
3. Analyzing sales data
4. Understanding market trends through government statistics and marketing reports
5. Customer relationship management strategy (Lovelock and Patterson, 2015)
Answer 7:
Time is an important factor to ensure effectiveness of customer feedback. If feedbacks are taken
too early and late after samples distribution then it is not likely to create useful results.
Flexibility is critical to ensure customer involvement by communicating the importance of
feedbacks for an organization and giving them choice of providing feedbacks.
Determining actions based on the feedback also critical factor to ensure effectiveness (Jones and
Robinson, 2012).
Answer 8:
1. Quality and competence of service delivering staff
2. Adding more supplementary services to core products
3. Effective management of customer relationship
4. Better listening of customers’ needs
5. Fulfil promises
6. Prompt response over customers’ queries and complaints
7. Technology

HRM 5
8. Empowering employees
Answer 9:
The following up with the client is important to develop a good relationship with the customers
as it gives opportunity to the firms, which helps a firms to gain trust, solve problem, get referrals
and to ensure future sales. Through follow-up, firm enables to identify needs and concerns of
customers more effectively and to address them promptly, which improves customer relationship
and organizational bottom line (Tesone, 2012).
Answer 10:
Procedural dimension: Service delivery system, system of analyzing customers’ feedback,
monitoring system, timing of service delivery and others.
Personal dimension: Tone and choice of words, body language, attitude and appearance of staff
(Hayer, 2013)
Answer 11:
1. Reliability
2. Tangibility
3. Empathy
4. Assurance
5. Responsiveness
Answer 12:
1. In my opinion
2. We or I can’t
3. But
4. We or I don’t know

HRM 6
5. What’s your problem
6. It’s your mistake
7. As you know
8. Obviously
9. In my experience
10. I was very busy (Steimle, 2013)
Answer 13:
Fairness: Every customer wants fair treatment. By avoiding treatment in accordance to class or
certain category, they can be treated with respect and fairness.
Friendliness: Customers’ expect gracious and warmth greet from the firm, which will be
addressed by improving interpersonal skills of staff.
Quality: Quality can be offered by knowing needs of customers.
Knowledge: Advertisements, sales promotions and sales staff can be used to educate and inform
customers regarding offerings.
Empowered staff: Customers want staff with having authority to solve their problems quickly.
By educating staff, it can be addressed (Wood, 2013).
Answer 14:
Apologise: Firstly, the responsible authorities to show their sincere apology for customer’s
negative experience and ask for forgiveness.
Listen customers’ complains emphatically: Encourage customers to share their experience
without offering any excuses and ask them what firm should do.
Solve the problem: It includes implementation of solution to the problem and then getting the
follow-up for showing concerns and appreciation.

HRM 7
Problem documentation: The problem is documented in detail to avoid the repetition of same
mistake (Jones and Robinson, 2012).
Answer 15:
 Labour intensive nature of industry
 Incompetent and less experienced staff
 Lack of required infrastcutre
 Management negligence
 Lack of proper communication with the client or customer
 Improper management of recovery options
Answer16:
 Needs and preference (Likes or dislikes)
 Personal identity (remembrance of name)
 Buying preferences
 Spending abilities
 Perceptions for offerings
 Perceptions for the competitors (Wood, 2010)
Answer 17:
Big data analytics: The technique of big data analytics facilitates a way to analyze the
consumers’ communication on different platforms and internal data, which provides insights
regarding consumers’ needs and expectations.
Communication: An effective and regular communication is also quite effective to understand
the unfilled needs of the customers and to anticipate potential needs accordingly.
Answer 18:

HRM 8
Respect: An organization operating in hospitality industry is responsible for respecting
customers’ diverse culture, values, needs, confidentiality and privacy in all circumstances of
service delivery. The needs of the workforce related to the work environment will also be
respected and valued.
Integrity: For maintaining integrity, quality services will be offered in the ethical and legal
manner. The truthfulness in marketing activities and accuracy in communication will be
maintained (O'Fallon and Rutherford, 2011).
Answer 19:
Point-based loyalty programs: In this loyalty program, customers earn points on a purchase,
which can be converted into cash in next purchase. This is quite beneficial for a commercial
restaurant to encourage customers for next visit and to retain them.
Recognition-based loyalty program: This loyalty program is designed to give special benefits and
discounts to the frequent purchaser of firm. The key benefit of this program is to improve
relations with the customers and to increase loyal consumer base (Lamb, 2012).
Answer 20:
1. Simplicity
2. Integrated analytics
3. Remote access
4. Customization
5. Support of multiple channels
Answer 21:
Determine consumers’ needs: If a hospitality firm realizes decline in sales and it decides to
improve offerings than customer databases would be useful to inform marketing team in

HRM 9
determining customers’ needs and adding valuable elements in service and to make informed
operational decisions.
Loyalty program formation: Consumer database would be useful if a firm seeks to develop an
effective loyalty program. Through database, firm can determine the frequent purchaser and their
buying motives that may help to develop relevant rewards for the customers (Jones and
Tadajewski, 2016).
Answer 22:
Speed or responsiveness: Customers’ expect quick response on their request of delivering service
or other complaint.
Accuracy: Customers expect service in a way they are promised.
Easy accessibility: It is expected by customers to get quick access over the facility of customer
service of a hospitality firm. Customers should not face hurdles in contacting the customer care
executives (Dahlgaard-Park, 2015).
Answer 23:
Consumers’ wish: Customers may want only apology from the responsible authorises in some
cases.
Inconvenience: The extent of inconvenience is suffered by the customers due to service failure or
any other reason.
Loss of money or time: Consumers may loss extensive time and money and thus it will need high
compensation (Hollensen, 2014).
Answer 24:

HRM 10
The acceptable response time for resolving conflicts or responding to a complaint would mainly
depend on established policies of an organization. If an organization has promised to response
within 24 hours then it will be the acceptable response time (Wood, 2013).
Answer 25:
1. The acceptable response in this case would be to correct the pricing and to provide
service in the quoted price if order has placed by the customers.
2. In case of delay, some discount can be offered to the customers. In case of faulty product
or service, the acceptable response would be to offer it again to the customers without
charging prices.
3. Apology would be acceptable response
4. Accepting the fault and employ dispute resolution techniques immediately
5. Apology to the customers
6. Given other options of communications
7. Accept the fault and provide service or product again without charges (Blythe and
Zimmerman, 2013)
Answer 26:
1. Mouth-watering description of dishes
2. Combo offers
3. Suggestive selling
4. Finger food
5. Discounts or offers (Dahlgaard-Park, 2015)
Answer 27:
1. Apologize

HRM 11
2. Attentive listening
3. Empathic and concerned behaviour
4. Free drink and coffee
5. Complementary services
Answer 28:
1. Customers’ reactions
2. Customers’ eye movements
3. Physical condition
4. Way to communicate (Ferrell and Hartline, 2012)
Answer 29:
Visual communication system: This communication system includes communication through
visualization for easing the process of service delivery. For example: a monitoring screen is
presented in the serving area of a restaurant to inform staff regarding the progress of ordered
meal. Its purpose is to reduce the noise in operations and improves customer experience.
Internal communication system: It is used to communicate when the need of communication
among the employees and staff of a firm is raised. The main purpose of this system is to facilitate
effective communication of roles, duties and responsibilities of involved people and to offer
great service experience to the customers (Baraban and Durocher, 2010).
External communication system: This system is used to facilitate communication of internal
parties of a firm to the external parties such as customers, suppliers, creditors and government.
The key purpose is to communicate expectations effectively and to improve services (Lamb et
al., 2011).

HRM 12
References
Baraban, R.S. and Durocher, J.F. (2010) Successful restaurant design. USA: John Wiley & Sons.
Blythe, J. and Zimmerman, A.S., (2013) Business-to-business marketing management: a global
perspective. : UKCengage Learning EMEA.
Dahlgaard-Park, S.M. ed. (2015) The sage encyclopedia of quality and the service economy.
USA: SAGE Publications.
Edmonson, S., Harris, S. and Combs, J., 2013. Managing conflict: 50 strategies for school
leaders. Routledge.
Ferrell, O.C. and Hartline, M. (2012) Marketing strategy, text and cases. USA: Nelson
Education.
Gbadamosi, A. (2013) Principles of marketing: A value-based approach. USA: Palgrave
Macmillan.
Hayer B. K. (2013) Making Quantum Leaps & Knowing Zero Limits!. USA: AuthorHouse.
Hollensen, S. (2014) Global Marketing. USA: Harlow.
Jones, D. B. and Tadajewski, M. (2016) The Routledge Companion to Marketing History. UK:
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Lamb, C.W. (2012) Marketing. USA: Cengage Learning
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Lovelock, C. and Patterson, P. (2015) Services marketing. Australia: Pearson Australia.
McDaniel, C., Lamb, C.W. and Hair, J.F. (2016) Marketing essentials. Australia: South-Western.

HRM 13
O'Fallon, M.J. and Rutherford, D.G. (2011) Hotel management and operations. USA: John
Wiley & Sons.
Scharlatt, H. (2014) Resolving Conflict: Ten Steps for Turning Negatives to Positives. USA:
Center for Creative Leadership.
Steimle, J. (2013) 10 Phrases You Use That Are Killing Your Business. [Online]. Available at:
https://www.newyorker.com/magazine/2011/06/27/a-dirty-business [Accessed: 10 October
2017].
Tesone, D. V. (2012) Principles of management for the hospitality industry. UK: Routledge.
Wood, R. C. (2013) Key Concepts in Hospitality Management. USA: Sage.
Wood, R. C. (Ed.). (2010) Strategic questions in food and beverage management. UK:
Routledge.