Business Communication Assignment - Hilton Colombo Hotel

Overcome Barrier and
strategies on the
perspective of Hilton
Colombo Hotel

Table of Contents
EXECUTIVE SUMMARY ............................................................................................................1
INTRODUCTION ..........................................................................................................................2
LITERATURE REVIEW ...............................................................................................................2
Different forms of communication in company .........................................................................2
ANALYSIS AND DISCUSSION ..................................................................................................4
PERSONAL COMMUNICATION EVALUATION .....................................................................5
ANALYSE ................................................................................................................................7
CONCLUSION ...............................................................................................................................8
REFERNCES ..................................................................................................................................9
.......................................................................................................................................................10

INTRODUCTION
With the advent of technology to previously unimaginable heights, the importance of
workplace and business communication has become more profound. Communication is a pretty
generic term in today's modern world and it takes up different meanings in various scenarios
(Mai and Hoffmann, 2014). IN regard of business communication, it signifies the channel of
exchange of thoughts and opinion which exist within an organisation, and also the medium that
pass from from one company to another. In regard of hotel industry, its core function is to
provide high level of customer satisfaction for that they require an effective and transparent
communication which lead them to gain competitive advantage within globalised industry. This
report is based on Hilton Colombo Hotel, which is awarded as the title of Sri Lanka's Leading
Hotel. In this study, it includes impact of effective communication in modern world as well as
over hotel industry, various forms of transmission in organisation and the preparation of personal
communication evaluation in order to bring impressive conversation by adapting suitable
techniques to overcome over barriers of communication is also discussed in this report.
LITERATURE REVIEW
Different forms of communication in company
According to Larry Mogelonsky, 2017, As the modern connection have made
conversation and information transmission easier, faster, less expensive and more efficient.
However, business communication is an integral aspect within an organisation as it help them
manage and running their business operation and function (The Communications Hierarchy in
Three Principles and Five Tips, 2017). However, company uses variety of media to exchange
thoughts or ideas like radio, outdoor ads, television, internet and even the spoken word of mouth.
As already mentioned, the digital era has brought with it many new facets and means for the
purpose of business communication. Hence, some of the mode of communication which every
business applies within their firm's operation are as follows:
E-mails: It is a cheap, easy and quick way of conversation mode and giving it an edge
over others in communication with the remotest part of globe, in a manner that both sender and
receiver find convent (Steele and Plenty, 2015). Though it may appear less personal than face to
face meeting or phone call , e-mail gives the opportunity to send documents, pictures, videos
with the same credibility as faxing it or delivering by hand. On the other hand, one should take

utmost care while passing conversation through e-mail as tere is a possibility of arising
ambiguity and misunderstanding between multiple recipients and sender, that could forge a weak
point in this mode of communication.
Meetings:In this, two or more individuals come together with an aim to exchange
information in a planned manner and discuss issues and implement corrective course of action or
decision in order to generate best working environment and provide high level of satisfaction.
However, it has its own positive and negative impact within firm's working condition. Hence, it
render social and emotional support as each member get personal support from each other when
they meet and exchange ideas which allow them to make bolder decision because of united
strength. Whereas, it is time consuming process as well as in some situation members come
unprepared and rely on others which effect manager by delaying in decision making or resolving
conflict within company.
Face to face: It is one of the oldest way of communication yet still it is regarded as most
effective mode of conveying information from one to another. It mainly require the physical
presence of both parties involved, removing any vestiges of ambiguity and make sure that
whether matter have been mutually understood. On the other hand, it may not be suitable for
those who are nervous and poor communicator which leads to misinterpretation and dispute
among individuals (Jackson, 2014).
Video Conference: This mode is mainly utilised by most of the companies as they use
ezTalks Meetings in order tom make their communication seamless. Such mode of transmission
permit on sender to send information to a cluster of destination computer simultaneously which
expand the network of contact in an impressive way and help them to communicate from any
part of the world at nay time. At the same time, its major shortcoming is technical difficulties
that could result from software, hardware or network failure as well as to set up video
conferencing in an office can be bit of expensive which holds them back to conveying each
other.
Principles of communication
Some of the practices or ways to make business conversation more impressive and
productive are as follows:

Clarity:It is one of the important principle as it concern with sending the message clearly
and confidently so that receiver can easily understand the content and it helps them to control
over conflict of interest or misunderstanding in order to generate healthy working culture.
Attention:Each individuals have their own emotions, behaviour, perception so that they
may respond differently to message. IN order to make communication more productive, the
receivers attention should be drawn towards message. However, the act of superior also capture
the interest of subordinate which encourage them to follow what they observe that bring positive
attitude within manpower and it enhance firm's productivity (Roth, 2014).
Consistency: Every conversation must be purposeful and should be related to particular
subject. Therefore, the message must be consistent and pertinent to goal of communication.
Hence, any message conflicting to purpose will affect negative conversation process.
ANALYSIS AND DISCUSSION
With the advanced communication techniques, face to face has considerably decreased
over recent years. The electronically expeditious mode of transmission over telephone and
emails or instant chat have taken an upper hand in today's modern world of hotel industry. The
personal touch and flow of emotions have disappeared with the electronic communication taking
precedence over day to day life cycle. Everything has both a positive and negative side, and the
impact of technology on communication process also comes in a mixed way. However,
digitalisation made communication more easier and strengthen the relationship between
employer and employee within hotels. Along with this, emails, video conferences, meetings
promoted faster decision making process which lead Hilton Colombo Hotel to enhance its
growth and proficiency in an innovative or creative manner. Furthermore, these tools improves
the transmission of inter departments as they help mangers to track exact dispute and enables
them to provide fair or best solution so that there will be less intervention of misunderstanding or
misconception among manpower of company (Aten and Thomas, 2016). Apart from this, the
above mentioned principles of communication assist Hilton Colombo Hotel to maintain a
healthy relationship between superior and subordinate by providing clear or conscience content
so that there will be less possibility of arising misinterpretation or ambiguity and at the same
time it enrich firm's brand image within an industry.

PERSONAL COMMUNICATION EVALUATION
It is considered as an useful tool which enable an individual to identify its weakness as
well as encourages them to improve their shortcoming in order to build a better working culture.
In regard of Hilton Colombo Hotel, communication has a vital role in leading them to great
enhancement or growth within business premises. However, its manger evaluates their strength
and weakness so that they can tackle over conflict or misunderstandings between employees and
provide productive service to customers or superior in a better way that lead them to obtain profit
maximisation. After examining themselves or collecting reviews from manpower, Hilton
Colombo Hotel manager came across certain positive or negative aspects which are as follows:
Strength
Presentation: Hilton Colombo Hotel's manager are good at capturing the attention of
large crowd in a better way which proves that they deliver their ideas in a very effective or
impressive. Along with this, the tone of voice, body language, content of conveying is very
interesting which enable crowd to more attentive or active (Lauring and Klitmøller, 2015).
Listening: It is one of the sensitive and important skill which Hilton Colombo Hotel
contains which help them to avoid the issue of misunderstanding or ambiguity and assist them to
provide high level of customer satisfaction that add value to firm brand image.
Weakness
Spelling: Hilton Colombo Hotel manager undergoes with this issue, as in some words the
pronunciation becomes different which create confusion and misinterpretation among employees
as well as in customers.
Not good in writing: Hilton Colombo Hotel manger is not effective in writing as they find
difficulties while making bills, writing accounts receipts which generates big issue among
customers.
Solution to overcome shortcomings
However, Hilton Colombo Hotel's manager contain several positive traits which helped
them to expand its profitability yet they face some weakness which hinders in accomplished
organisational goal in a desired manner. Moreover, one way of tackle over spelling skill is that
manage can follow phonics instruction as in this it teaches similar sound words talk about
different letter combination which enable them to provide clear information to customer and

reduce misunderstanding between them. However, manger prepare profession communication
evaluation in order to evaluate or measure the skill.
Personal Communication Evaluation
Communication
skill
Importance Strength Weakness Strategy to
overcome
weakness
Presentation Effective
presentation skill
reduce
miscommunicatio
n, which is likely
the biggest cause
of work related
stress.
Excellent
Listening It helps them to
analyse or
understand
customer issues
or demands and
helps to make
corrective course
of action.
Very Good
Spelling It is very much
important,
because in hotel
there are several
crows arrives who
are from different
Good Need to attend
phonics classes,
adapt the habbit
of reading skill
which help
manager to

culture or
language and
each of them
contains unique
slang of talking.
In order to make
them clear and
authentic, this
skill is required
by Hilton
Colombo Hotel
manager
(Kankaanranta,
Louhiala-
Salminen and
Karhunen, 2015).
pronounce every
word with clarity
and it can be
easily understood
by customer and
employees in an
appropriate way.
Not good in
writing
It is an important
skill as it become
much more
convenient for
Hilton Colombo
Hotel's employees
and customer to
communicate
their ideas
effectively.
Moderate Hilton Colombo
Hotel manager
should put their
main focus over
vocabulary as
well as learn how
to frame a
sentence in a
meaningful
manner so that
there will be less
conflicts.

ANALYSE
It has been determined from the above drawn table that Hilton Colombo Hotel manager
should put their main interest to overcome spelling skill as it help them to bring high level of
satisfaction and motivation among diverse culture of employees or customers that directly reflect
over improvement in overall performance as well as enrich firm brand image (Ceschi, A.,
Dorofeeva and Sartori, 2014).
CONCLUSION
It has summarised from the above discussed report that communication is a term which
plays a crucial role within modern world which is fully digitalised. At the same manner, it has an
important aspect in hotel sector which enable them to add value to customer as well as enhance
firm's brand image among industry. However, there are various forms of exchanging individuals
views or opinions which help them to maintain a better relationship between industries and
departments. Yet, there are some barriers which generate conflicts or misunderstanding among
employees and it directly influence company's productivity. Thus, personal communication
evaluation plan assist an organisation superior to tackle over several obstacle which restrict them
to generate a better working environment within business premises.

REFERNCES
Books and journals
Mai, R. and Hoffmann, S., 2014. Accents in Business Communication: An integrative model and
propositions for future research. Journal of consumer psychology. 24(1). pp.137-158.
Steele, G. A. and Plenty, D., 2015. Supervisor–subordinate communication competence and job
and communication satisfaction. International Journal of Business Communication.
52(3). pp.294-318.
Jackson, D., 2014. Business graduate performance in oral communication skills and strategies
for improvement. The International Journal of Management Education. 12(1). pp.22-34.
Roth, S., 2014. The things that go without saying: on performative differences between business
value communication and communication on business values. International Journal of
Business Performance Management. 15(3). pp.175-191.
Aten, K. and Thomas, G. F., 2016. Crowdsourcing strategizing: communication technology
affordances and the communicative constitution of organizational strategy. International
Journal of Business Communication. 53(2). pp.148-180.
Lauring, J. and Klitmøller, A., 2015. Corporate language-based communication avoidance in
MNCs: A multi-sited ethnography approach. Journal of World Business. 50(1). pp.46-55.
Ceschi, A., Dorofeeva, K. and Sartori, R., 2014. Studying teamwork and team climate by using a
business simulation: how communication and innovation can improve group learning and
decision-making performance. European Journal of Training and Development. 38(3).
pp.211-230.
Kankaanranta, A., Louhiala-Salminen, L. and Karhunen, P., 2015. English in multinational
companies: implications for teaching “English” at an international business school.
Journal of English as a Lingua Franca. 4(1). pp.125-148.
Online
The Communications Hierarchy in Three Principles and Five Tips, 2017 .[Online]. Available
Through; <https://www.hotel-online.com/press_releases/release/the-communications-hierarchy-
in-three-principles-and-five-tips/>