1TURKISH DELIGHT Table of Contents List of figures and tables..................................................................................................................2 Introduction......................................................................................................................................4 Aims and objectives.........................................................................................................................4 Scope................................................................................................................................................5 Body.................................................................................................................................................6 Method of research..........................................................................................................................7 Results..............................................................................................................................................8 Discussion and analysis...................................................................................................................8 Conclusion.......................................................................................................................................9 Recommendations............................................................................................................................9 References......................................................................................................................................10 Bibliography..................................................................................................................................11 Appendices....................................................................................................................................12
2TURKISH DELIGHT List of figures and tables Fig: success rate at the Turkish delight restaurant Fig: a graph of the restaurant industry from 2015- 17
3TURKISH DELIGHT Fig: Percentage of communication issues
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4TURKISH DELIGHT Introduction Turkish delight was established in the year 1981 and it is considered as the first Turkish restaurant in Canberra, Australia. The restaurant excels in serving the most authentic cuisine, which attracts the customers and food lovers from all over the world. Not only the food, the interior decoration also has Turkish touch in the form of designed rugs, handicrafts, copper impression,paintingsandmusicalinstruments.Theentireambienceoftherestaurantis responsible for presenting the customers with a rich feel of Turkish tradition and culture. This is the perfect place for giving a cozy, homely and welcoming experience to the gourmets. The reviews of the customers have been a proof of the fact that the place has not fallen below expectation of the customers. Every individual who has paid a visit there got a majestic experience. Moreover, the restaurant serves certain Turkish dishes, which are not available anywhere else in Canberra. Apart from food, there is provision for entertaining the visitors with a specialweekendperformanceofbellydancingonSaturdaynightwithpriorbooking (turkishdelight.com.au, 2018). Aims and objectives The aim of this report is to find out about the ongoing communication networking within the organization. This report will be helpful in gathering information about the communication opportunities or issues that might prevail among the employees and the managers. Furthermore, the report will describe the effectiveness of two- way communication in an organization and the ways by which communication barrier can be overcome with the help of relevant theories. In this particular report, the hypothetical case will be based on the Turkish delight restaurant of Canberra, Australia. Importance of intercultural communication and mediated communication
5TURKISH DELIGHT will be focused briefly during the description of the report. Therefore, the objectives that will be fulfilled at the end of this report are given below- Objective 1: to find out about the communication issues prevalent in Turkish delight restaurant Objective 2: to sort out the relevant communication theories as per the case of the Turkish restaurant Objective 3: to seek for probable solution to communication issues prevailing in the restaurant Scope The scope of the report was finding out about the communication barrier in the Turkish delight restaurant of Canberra. The report has used relevant data and information from previous literature and the hotel employees and customers to make a valid detailing. The scope of this report was based on finding out the effectiveness of two- way communication. Intercultural communication plays an integral part in the process of efficient communication within an organization. However, there was an opportunity to come up with better approaches, which could benefit the restaurant to overcome the communication barrier in the organization. A comparison could be drawn from the data collected at other organization in the same sector. It could have helped in sorting out the strategies, which were used by other organization, and implement the same in Turkish delight to be at par with the industry standards. The success of an organization is always based on the way by which it is keeping ahead of the rival companies in the market.
6TURKISH DELIGHT Body The report was based on the hypothetical case of communication issues that prevailed among the employees and management of the Turkish delight restaurant. There was no effective two- way communication in the restaurant and it was hampering customer satisfaction. This is because the requirements of the customers were not being clearly conveyed in different steps of hierarchy in the restaurant (Mohan & McGregor, 1942). With respect to the hypothetical case of communication issues in the Turkish delight restaurant, formal communication theory can be used. According to this theory, there must be a proper channel of communication to make easy flow of messages within the organization. For instance, the employees can mail the higher authority to inform about their grievance and complaints.Ontheotherhand,themanagementcansendmemostocirculatespecific information among the employees of the entire organization. Moreover, informal communication theory can also be used in the organization to incorporate a spontaneous, instant, interactive and free flow of communication within the organization. For instance, the employees can be bound together on a social media platform and information can be shared by using different applications. Language barrier was a common problem in the organization as the employees were recruited from a diverse background and none was acquainted with the cultural traits of the other (Almutairi,2015).Thishasledtoacommunicationgapamongtheemployeesofthe organizationand barrierin theverbal culturalcommunication.Itwasrequiredfrom the employees to select their words carefully while speaking with their colleagues as well as the customers.
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7TURKISH DELIGHT Paralinguistic or paralanguage is a component of non- verbal communication and it includes other parts such as kinesics, proxemics, chronemics and others. It was mentioned by Dessouky et al. (2017), that paralinguistic is not related to verbal message and includes only direct or indirect non- verbal messages. The employees of Turkish delight restaurant in Canberra were not aware of paralinguistic and therefore they faced communication barrier. Non- verbal communication is comparatively better in avoiding conflicts as verbal communication is directly involved with the use of words. Therefore, choice of words played a major role while interacting. Kinesics is another part of non- verbal communication, which might be an option for the employees of the Turkish delight restaurant because it involves facial expression, gesture and body posture while communicating with others (Archee, Gurney & Mohan, 2013). With respect to the hypothetical communication issue prevailing in the Turkish delight restaurant of Canberra, the transmission model of communication can be found applicable to deal withtheclients.ThismodelofShannonandWeaverservedthepurposeofeffective communication between the sender and receiver by sending message through a channel and giving proper feedback. However, there is noise present in this model, which needs to be considered while encoding and decoding the message. Feedback from the clients will help Turkish delight to understand the demands of the customers and the lack in their basic functioning.Languageandculturalbarriermightbehaveasnoiseinthismodelof communication and needs to be handled carefully (Pigou et al., 2014). Method of research For collecting information about this topic, both primary and secondary data was collected. Observation method was used and the employees of the organization were surveyed by
8TURKISH DELIGHT using questionnaires, which served as the primary sources of data. Formal and informal communication theory was appropriate in the case of Turkish delight restaurant. As there was a gap in communication among the employees and management therefore, proper communication channel was required to highlight on the importance of paralinguistic and the transmission model of communication. The secondary sources of information were collected from the background research of the company and the strategies used by other companies in resolving communication barrier. Other documents and journal articles were reviewed in order to look for the effective measures of communication barrier in restaurant. Results The resultshave focused on the lack of awareness among the employeesof the organizationregardingtheuseofeffectivecommunicationchannelstointeractwiththe management and customers. Language and cultural barrier was not taken care of in the initial stages, which has taken a bad shape in the current days. Conflicts have emerged because of ineffective communication and therefore, customer satisfaction was at stake (Lee, Sardeshmukh & Hallak, 2016). Discussion and analysis It can be discussed and analyzed that the use of theories as mentioned in the report will be able to mitigate the issues to a certain extent. The employees as well as the management have neglected the importance of intercultural communication and non- verbal communication. It was found out the first Turkish restaurant of Canberra might have grandeur in their ambience and cuisine, however, the gap in internal communication network led to unavoidable circumstances. Thesecircumstanceswererelatedtothemisunderstandingamongthemanagementand
9TURKISH DELIGHT employees and mistrust on the part of the customers (Stoknes, 2014). A reputed restaurant as Turkish delight cannot afford to lose their face in the market due to the petty communication issues and therefore, appropriate recommendations were outlined. Conclusion It can be concluded from the report that the restaurant will continue to be one of the most visited places in Canberra if they can get over their internal communication issues. The issue of effective models such as the transmission model of communication by Shannon and Weaver, formal,informalcommunicationtheory,andtheuseofkinesicsandparalinguistic,if implemented successfully will be able to reduce the communication issues to certain extent. Recommendations It can be recommended for the company to use proper channels of communication. The management should incorporate two- way communication in order to get proper feedback. The employees should be encouraged to voice their opinion and complaints without making a chaos. Thecustomersneedtobeconvincedforprovidingfeedbackforthebettermentofthe organization. Moreover, it can be suggested that the company should look for strategies used by other restaurants to enable free- flow of communication.
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10TURKISH DELIGHT References Almutairi, K. M. (2015). Culture and language differences as a barrier to provision of quality care by the health workforce in Saudi Arabia.Saudi Medical Journal,36(4), 425. Archee, R., Gurney, M., & Mohan, T. (2013).Communicating as Professionals. Dawson,M.,Madera,J.M.,Neal,J.A.,&Chen,J.(2014).Theinfluenceofhotel communication practices on managers’ communication satisfaction with limited English– Speaking employees.Journal of Hospitality & Tourism Research,38(4), 546-561. Dessouky, G., Koushanfar, F., Sadeghi, A. R., Schneider, T., Zeitouni, S., & Zohner, M. (2017). Pushing the communication barrier in secure computation using lookup tables. In24th Annual Network and Distributed System Security Symposium(pp. 275-292). Lee, C., Sardeshmukh, S. R., & Hallak, R. (2016). A qualitative study of innovation in the restaurant industry.Anatolia,27(3), 367-376. Mohan, Terry & McGregor, Helen, 1942-, (author.) & Saunders, Shirley, (author.) & Archee, Raymond,(author.)(2008).Communicatingasprofessionals(Edition2). Thomson/Cengage Learning, South Melbourne. Pigou, L., Dieleman, S., Kindermans, P. J., & Schrauwen, B. (2014, September). Sign language recognitionusingconvolutionalneuralnetworks.InWorkshopattheEuropean Conference on Computer Vision(pp. 572-578). Springer, Cham. Stoknes, P. E. (2014). Rethinking climate communications and the “psychological climate paradox”.Energy Research & Social Science,1, 161-170.
11TURKISH DELIGHT TurkishDelight|Canberra'sFirstTurkishRestaurant.(2018).Retrievedfrom http://www.turkishdelight.com.au/ Bibliography DiPietro, R. (2017). Restaurant and foodservice research: A critical reflection behind and an optimisticlookahead.InternationalJournalofContemporaryHospitality Management,29(4), 1203-1234. Hanson, E. K., & Fager, S. K. (2017). Communication supports for people with motor speech disorders.Topics in Language Disorders,37(4), 375-388. Madera, J. M. (2011). Removing communication barriers at work: What workforce diversity means for the hospitality industry.Worldwide Hospitality and Tourism Themes,3(4), 377-380.
12TURKISH DELIGHT Appendices
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