The Role of Manager Communications

This assignment delves into the crucial role of manager communications in influencing customer satisfaction. It examines the competencies required of a corporate knowledge manager, the importance of customer orientation within managerial communications, and how managers contribute to value creation through their interactions with employees and customers. The analysis draws upon various academic sources to provide insights into this vital aspect of business success.

THE DEVELOPING
MANAGER

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
A..................................................................................................................................................1
B..................................................................................................................................................2
TASK 2............................................................................................................................................3
A..................................................................................................................................................3
B..................................................................................................................................................5
TASK 3............................................................................................................................................6
A..................................................................................................................................................6
B..................................................................................................................................................6
TASK 4............................................................................................................................................7
A,.................................................................................................................................................7
B..................................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Managers play a significant role within firm in regard to manage the operations as well as
workforce to attain organizational goals and objectives (Parmenter, 2015). Therefore, it is
essential for company to develop the managers by providing them required training so that they
can work efficiently. Also, there are different programs that can be introduced by business in
order to develop the manager. Report focuses upon Hilton hotel as they are keen to train their
employees working at manager level and provide them different motivation techniques so that
they can grow and develop. Hilton is a famous hospitality firm serving customers worldwide and
thus, it is essential for them to focus upon customers needs and preferences so that appropriate
services could be provided to them. Report compares the different management styles and also
analyses the leadership attributes possess by managers. Also, a career development plan has been
prepared for employment within the firm.

TASK 1
A.
Following are the different management styles adopted by managers at Hilton hotel
which are discussed underneath-
 Democratic leadership style- Here, manager involves all the individuals in decision
making and consult them before making any judgement (Maslov, 2013). Thus, it helps in
giving certain control to employees and enhances their morale to work towards business
goals. Thus, leaders possess such style own good communication and leadership skills
that helps them to lead the staff towards business goals. However, it also faces issues
because when manager take consultation at the time of making decision then it would
consume a lot of time and leads to reducing the productivity of firm.
 Autocratic leadership style- As comparing this management style with that of
democratic it is dictatorial type of leadership (Byron, Johnson and Griffiths, 2014). In
this kind, managers take the decision on their own and does not involve anyone. They
possess total control over the decisions and therefore, quick decisions are made as
compared to democratic style. However, it discourages the workers as they are not
involved in decision making. Sometimes it increases the stress level of workers and thus
build creative and innovative ideas of workers (Custovic and Insaurralde, 2015).
Both the discussed styles are being practised at Hilton hotel in different situations and
thus assists managers in managing the workforce so that operations can be carried out
effectively. Thus, it is essential for good manager to understand the situation before making any
decision and deliver appropriate services to customers. However, in regard to become good
manager, they possess certain leadership characteristics which are as follows-
 Visionary- In order to become great leader, senior managers possess strong vision
(Pegram and While, 2014). Thus, through such way manager can lead the team towards
determined vision of organization in order to attain the same.
 Result oriented- Further, leaders of Hilton hotel are also focused upon attaining
results. Each and every work carried out by senior managers must be result oriented
because managers are responsible for delivering effective results within firm (Evans,
2013).

 Customer focused- It is one of the crucial characteristics possess by leaders as they
need to be customer focused in regard to attain customer satisfaction. Through this
manager can gain best results within hotel and lead towards success.
B.
Following the communication process undertaken by Hilton hotel in order to share
information and message among each other (Varela and Gatlin-Watts, 2014). It is as follows-
 Sender- Such person sends the message to receiver in order to communicate with other
party.
 Message- Here, the sender encloses a message that needs to be conveyed which might
include statement, vision, mission, information, decision etc.
 Encoding- Encoding is helpful in sending the message. It is done by using figures, letters
etc. (Crossman, 2015).
 Medium- It is the means through which sender sends the message to the receiver.
However, the message could be send through different mediums such as e-mails,
telephonic, message, video conferencing, notices, memos, letters and face to face etc.
 Decoding- When the message is received by the person who is intended to receive the
message they need to decode the message to read it.
 Receiver- It is the individual who receives the message which have been sent by the
sender (Yoder-Wise, 2014).
Hilton hotel undertakes top to down communication process which is effective and thus
helps management to direct the workforce to follow the instructions and carry out the operations.
However, reverse process i.e. bottom to top is not followed in order to maintain the hierarchical
structure in relation to communicate the information to individuals. Top management delivers
the information to personnel in regard to render best quality customer care services so that
queries of individual can be overcome (Kim, Cheong and Li, 2015). Through following such
process, Hilton follows the task culture as per the Charles Handy model. Adopting such type of
culture within hotel helps organization to focus upon accomplishing the work done in an
adequate way. Cited business does not follow person culture in which people does not always get
the opportunity to participate in the decisions made by firm.
Moreover, business also focuses upon bringing change within firm on a regular interval
so that best working environment can be build (Titzer, Shirey and Hauck, 2014). Thus, it is

essential for Hilton managers to understand the requirements of the market and implement the
changes so that best results can be attained. For instance, change can be implied within working
practices, delivering services and behaviour of workers etc. All such changes needs to be
managed within Hilton through adopting proper communication process. After identifying the
behaviour, training needs to be provided to manager so that they can manage the changes and
minimize the losses (Riley, 2016). Also, management focuses upon reviewing the changes on
regular basis so that effective changes can be introduced that helps in fulfilling the needs of
customers and make them satisfy and happy.
TASK 2
A.
In regard to develop myself as the manager in Hilton hotel I need to assess my
management skills. Through identifying the skills it helps in assess the need of improvement and
attaining desired results (Medina and Medina, 2014). It is as follows-
 Communication skills- I need to develop interaction with top management in order to
deliver information from top to bottom and vice versa. Thus, I possess such skills which
helps me to interact with people in order to develop communication skills and effectively
deal with customers.
 Conflict management skills- Also, it is an effective skill which needs to be obtained by
me in regard to solve the conflicts among workers (Tanner and Harpham, 2014). I need to
play main role in developing negotiation so that it does not affect the customer care
services within Hilton.
 Presentation skills- I also possess presentation skill in regard to prepare best
presentation which needs to be delivered in front of team members. Through improving
such skill it helps me in interacting with different people and identifying their problems
related to topic (Shaikh, AlTurabi and West Jr, 2016).
 Technical skills- Such skill is crucial which helps to deal with innovative technology and
handle them properly. Being a manager I need to train other workers as well as in order to
maintain customer records so that I need to update myself regarding latest techniques.

All these management skills are possessed by me in regard to carry out the operations in Hilton
hotel. But still I have not gained proficiency in these skills therefore, I need to develop them in
order to become effective manager in Hilton. Following is my SWOT analysis-
Strengths
 Effective communication skills
(Poorani and Platt, 2015).
 Good presentation skills
 I am able to manage the co-workers and
handle their problems
 I have food conflict management skills
 I am adjustable in the changing
environment
 Flexible in working at any shifts
 Efficient in using latest techniques
 I possess the capability of handling
consumers and solving their queries.
 I direct workers effectively to
accomplish the work assigned to them.
Weaknesses
 Lack in time management skills
 Impatient listener
 I possess fewer leadership
characteristics which affects my
performance
 Short tempered which obstructs my
working efficiency
Opportunities
 I can take training sessions for building
listening skills
 I also need to learn regarding managing
time to accomplish my working
 Also developing different leadership
attributes to gain proficiency (Cecchi,
Cecchi Nwosu, 2016).
 Need to focus upon developing
interpersonal skills so that interaction
with top management can be done
easily
Threats
 I possess little time to improve the
skills
 Due to stiff competition there are
various people present who are more
efficient than me
 Also, lack of interest in developing
such skills is the biggest threat to me.

 I need to spent my spare time on
reading blogs, articles and developing
the skills in which I lack
B.
Through assessing own management skills it helps me to identify the requirements of
improvement and develop own potentials. Also, carrying out SWOT analysis assists me to
identify the areas in which I lack as well as the opportunity which helps me to grow. Thus,
prioritizing the task it would help me to develop my own potentials and work accordingly. Thus,
for this I have set the objectives and prioritizing them as per the importance (O'Cass and Sok,
2013). Following are the objectives and targets for developing own potential such as-
 I need to attain different training and development sessions so that I can improve my
listening skills, time management and short tempered nature within 5 weeks.
 I also need to obtain the opportunity of reading blogs and articles so that it helps m to
develop my own potentials and improve career opportunities in coming future.
 To develop interaction with senior people of various business school and obtain
knowledge from them regarding management and implement the same to attain desired
results (Brennan, Kirwan, and Redmond, 2016).
 Developing strategies to encourage and lead workers at Hilton.
 To interact with more and more people so that knowledge can be improved.
TASK 3
A.
As applying for the post of management trainee, I want to enhance my motivational skills
and leadership quality. It will be demonstrate my capabilities in front of manager of Hilton hotel.
In addition to this, I also determine whole scenario in front of everyone through I can lead whole
team member easily (Kotloff, Nataro and Faruque, 2013). For this, I use effective way through I
can demonstrate all things regarding management to employees. Further, I motivate to them for
achieving organizational goals. Thus, organization able to achieve targets within the time-frame.
In addition to this, it will assist to achieve more profits for the enterprise through operating

different functions in the marketplace. Main aim of the cited firm is to enhance profits in
different departments of various part of the nation.
For achieving this objective, as a manager of chosen enterprise I need to make team of 10
members (Mathe, Scott-Halsell and Roseman, 2016). In this, I have requires sales agents,
marketing people and other agents who support to the business. All members would be selected
on their quality and speciality. For this, I have requires democratic leadership style. In this
context, all members follow my guidelines regarding objectives of the organization. In addition
to this, I demonstrate suggestions to all employees regarding functions of management.
Therefore, it allows managing all things in the business in systematic manner so that I would
assist to accomplish desired outcomes (Maslov, 2013). In this context, I determine various
responsibilities to the members so that they can contribute their participation according to their
capability. If in the business any urgency occur, that time I will use autocratic style through I can
demonstrate all contribution of employee according to my point of view (Parmenter, 2015). It
will helpful to achieve goals without taking any ideas from the other members. Hence, it will
assist to correction at a time where I am fail to demonstrate the roles and responsibilities.
B.
When manager takes all the decisions regarding any enterprise, it will helpful to business
to accomplish goals without failing in it. In this context, it can be justify that in Hilton
achievement of the goals and objectives can be done through managerial decisions. For this, I
select democratic leadership style, through I will be demonstrate morality in front of the
employees of cited firm (Custovic and Insaurralde, 2015). As results, they are working in the
decision-making in efficient manner. In respect to this, I will be able to complete desired
outcomes through motivating them. With the help of democratic style, I can easily take
participation of each and every member within the goals and objectives of the company. Further,
it will be assist to gaining and commitment of team members for achieving goals of the
company. In addition to this, it also aids in taking positive feedback from the employees of the
organization (Titzer, Shirey and Hauck, 2014). This is because, company give them monetary
and non-monetary benefits for their outstanding performance. It will helpful to business, for
developing their operations in different part of the nation.
Along with this, it can be justify that it will help to maintain coordination among team
members which is very important aspect for the enterprise. In this context, I determine open and

transparency in communication among the members of the organization. As results, they will
communicate each other very freely without any hesitation. In addition to this, it will helpful to
develop innovative skills among members of the organization (Yoder-Wise, 2014). As results, it
will assist to them to make creative ideas within the business so that company can achieve goals
easily without facing any difficulties. When I adopt autocratic style, work is done in less time but
employees are not take participation in the business. Thus, it can be create negative impact on
them so that they will not able to understand ideas and views which I want to offer them.
Further, in term of giving them monetary benefits I can determine various things which
motivate to employees to gain objectives of the company (Cecchi, Cecchi Nwosu, 2016). In
respect to this, I can give them bonus, incentives etc. As results, they highly motivated and take
effective participation in the organizational goals. In addition to this, I can provide them free
environment which would be beneficial to achieve business goals with enhancing their
innovation skills and creativity. Hence, organization can easily gain their profits at very high
point which would be beneficial for company.
TASK 4
A,
Managerial and personal skills is very important aspects through Hilton can achieve
business goals (O'Cass and Sok, 2013). In addition to this, it also develops my personal career
through performance various activities and action in the organization. It will helpful to enhance
personal skills and development through performing various task in the enterprise. Further, it
will aid in increasing interpersonal skills which help to solve different types of conflicts in the
business (Kim, Cheong and Li, 2015). As results, I will be able to demonstrate to create friendly
environment at workplace through I can motivate employees towards the objectives of the cited
firm. Hence, in the enterprise good relations can be seen among various employees which make
them better in taking risk. Additionally, it will assist to develop opportunities for me to enhance
my capabilities.
Furthermore, I have also skills to solve difficulties in the business. With the help of this, I
will be manage conflicts situations in Hilton. As results, it will helpful to save time of working in
group without any difficulties (Shaikh, AlTurabi and West Jr, 2016). In addition to this, I will be
able to develop my career through handling queries regarding issues which are related with

employees of the organization. Thus, I will be able to solve conflicts by negotiating well manner
in the businesses. Along with this, I can easily make decisions in the businesses. Beside this, I
have presentation skills which help to me to achieve my career growth in systematic manner.
Through these skills, I can demonstrate all things front on the employees who are working for
same goals of the chosen company (Kotloff, Nataro and Faruque, 2013). In this context, I can
present my personal views and ideas with the employees. It will helpful to share my points with
team members of the organization. As results, issues cannot be occue within the business.
Further, I can make loyalty of all the members within the enterprise through offer them various
benefits. In this way, I can promote the business in very simple manner so that organization can
achieve objectives very easily.
B.
For development of future needs, I set a plan through I can link organizational goals and
tactics. In respect to this, I will be able to achieve organizational goals and my career
development as well (Cecchi, Cecchi Nwosu, 2016). As results, it will demonstrate all things
which can be done through various plans regarding future needs of Hilton. In addition to this,
plan is prepared which can be helpful to find loopholes of the enterprise through demonstrating
various activities in the business. Thus, I will manage all the things which would be beneficial to
enhance my career growth through adopting methods in the business.
Current Ability Career Goals and
Objectives
Future Needs Time-scale
Interpersonal Skills Management Trainee Time management
skills
6 weeks
Conflict Handling
Skills
Mentor Analytical skills 5 weeks
Presentation Skills Marketing Manager Motivational skills 10 weeks
Communication Skills Director Adaptability and
research skills
16 weeks

CONCLUSION
It can be articulated from the above study that manager plays a crucial role in develop the
organization and personal skills as well. In this context, I play essential role in Hilton where I
can demonstrate various things in the business which would be helpful to develop my career
growth. Furthermore, it can be concluded that every individual play very important role in the
business who develop career in different part of the company. Moreover, future needs need to be
develop by manager so that they can accomplish desired outcomes in the enterprise. In addition
to this, setting priorities is also essential part for the organization which would be helpful to
achieve business outcomes at systematic manner. As results, every employees can give their
participation in systematic manner. At last, it will be concluded that for development of by career
growth I had determines plan through I can develop my various skills which help to enhance
profits of the company.

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