Business Communication Analysis: Neptune Hollywood Beach Resort

This report analyzes business communication within the context of the Neptune Hollywood Beach Resort in Sri Lanka, focusing on the impact of the 2019 terrorist attack. It explores the purpose and principles of organizational communication, emphasizing its importance in the hospitality industry for managing inter-departmental cooperation and customer relations. The report reviews literature on formal and informal communication types, and addresses the need for improved communication skills and the use of the 7 C's of effective communication. It also identifies communication barriers such as cultural and language differences, and suggests strategies for overcoming these challenges, including using the right communication tools, defining clear job roles, and leveraging technology. The conclusion emphasizes the critical role of communication in business success and provides recommendations for enhancing communication practices within the resort.

BUSINESS
COMMUNICATION

TABLE OF CONTENTS
OUTLINE........................................................................................................................................3
LITERATURE REVIEW................................................................................................................3
ANALYSIS OF QUESTIONS........................................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

OUTLINE
The present report is based on the terrorist attack which took place in Sri Lanka on 21
April 2019, under which around 258 people died. The present study deals with the Neptune
Hollywood beach resort. Which is a luxury resort situated at beach of Sri Lanka which provides
services of swimming pool, spa, accommodation, food, laundry fitness centres and many more
other facilities. The present report will analyse and discuss purpose and principles behind various
types of organizational communication. Furthermore, the report will show the application of
principles of effective communication. At last report will evaluate communication practices.
LITERATURE REVIEW
In the words of Van Eemeren and Grootendorst, (2016), communication can be defined
as the exchange of information, facts and figures from one person to another. The
communication plays a vital role in the organization as it allows employees to share and
exchange of information, ideas and views with one another. In hospitality industry
communication is very essential and necessary for the successfulness of the hotels. But in
accordance to Silverman, Kurtz and Draper, (2016), communication is necessary in hotel mainly
because of the reason that hotel deals with humans and for better understanding of needs and
preference of consumers and to satisfy those needs by providing services according to their
requirement. This will be only possible if the hotels will properly communicate with the
consumers.
In opinion of Burgoon, Guerrero and Floyd, (2016), the main purpose of communication
is to facilitate exchange of information, ideas, facts and figures between two or more persons.
Also, one more reason for better communication is to improve coordination and sync between all
the departments within the hotels and also with the external environment. Also, one more
purpose of communication is to maintain good relation with customers as communication helps
employees to correctly assess the needs of consumers and properly providing for their needs. On
the other hand Galvin, Braithwaite and Bylund, (2015), articulated that effective communication
for hospitality industry is necessary because communication helps these hotels in establishing
meetings that is both formal and informal within the hotel and also with related external parties.
Also, there are many forms through which the hotels can communicate within and outside the
business.

According to Gupta, Jain and Vaszkun, (2015), there are many types of forms of
communication which helps the hospitality industry in communicating with one another in
effective and efficient way so that the information communicated between two parties is clearly
understood by both of them. There are mainly two forms of communication that is formal and
informal communication within the hotels. Formal communication is defined as communication
which takes place within the company according to the formal organizational structure of the
hotels. In contrast, informal communication is a type which occurs in the form of grapevine
where anyone can communicate with any person without following the structure of the
organization.
But Bi, Zeng and Zhang, (2016), criticized that the types of communication within
organization are upward and downward communication. The downward communication is a
form within which the information flows from superiors to subordinates in the downward flow
that is top to bottom. Whereas the upward communication is a form wherein the information
flows in upward direction that from bottom to top where the subordinates communicate with
superiors.
ANALYSIS OF QUESTIONS
Inter- departmental cooperation
To run a business successfully it is very necessary to divide all the work between the
different departments within the business. Similarly, it is very necessary for Neptune Hollywood
beach resort to distribute all the work within all the departments of hotel. So for better working it
is very necessary for Neptune Hollywood beach resort to have a better inter- departmental
cooperation so that all the departments within the hotel works in cooperation and in harmony and
sync. Because of the attacks in Sri Lanka all the working of Neptune Hollywood beach resort got
mismanaged and hampered. So to revive inter- departmental cooperation Neptune Hollywood
beach resort can use the following measures-
Training- The first step for improving the inter- departmental cooperation within
Neptune Hollywood beach resort is to provide and arrange some proper and correct orientation
and training programs for the employees of hotel so that their communication skills can be
improvised and these skills get advanced and better, and they can easily remove the
communication barriers (Kaushal and Kaddoum, 2016). Improved communication between the

employees will further lead to proper coordination and cooperation between all the departments
and employees working within Neptune Hollywood beach resort.
Use of 7 C's of communication- Another major step to be taken for improving and
facilitating inter- department cooperation is the use of principles of effective communication
(Hall, Covarrubias and Kirschbaum, 2017). These principles uses 7 C' s which are clarity,
correctness, completeness, concreteness, conciseness, courtesy and coherence. These principles
can be used by Neptune Hollywood Beach Resort as these principles makes clearly that what is
the message and it clearly defines that for whom the message is. So these principles can be
applied in order to improve the inter-departmental coordination and cooperation.
Barriers in effective communication
The barriers are defined as the disturbances or problems which hinders or hampers the
whole process of communication. As the communication takes place between humans so there is
possibility of having barriers among the communication process. After the attacks there were
many barriers which the Neptune Hollywood Beach resort faced. Some of them are discussed in
the following points-
Cultural barrier- this is the major barrier which is faced by Neptune Hollywood Beach
resort. This is because of a major reason that the customers and tourist comes from different
countries and they have different cultures, background and beliefs (Bovée, Thill and Raina,
2016). It may be possible that the working of the Neptune Hollywood Beach resort people may
not match with the expectation of the tourist coming their. So this may turn out to be problem for
the hotel to communicate its activities and objectives of the organization with the customers of
different culture. Hence, Neptune Hollywood Beach resort need to understand and interpret the
culture of tourist coming to Sri Lanka and further frame the strategies according to it.
Language barriers- The barrier of language is a great barrier to effective communication
in Neptune Hollywood beach resort. This is majorly because of the reason that costumers and
tourists come from different countries so there might be used to different languages. The
abbreviations and jargon included in the message while communicating with audience and
customers might misinterpret those abbreviations because of difference in language (Escobar -
Rodríguez and Bonsón - Fernández, 2017). This is because of the reason that some words have
different meaning in different languages. And it might be possible that the employees of Neptune
Hollywood beach resort might not be familiar with those terminologies.

Overcoming communication barriers
Right communication tool- this is a practice which the hotel can use to motivate people
and bring them to normalcy after the terrorists attacks (Brink and Costigan, 2015). This will help
the hotel in communicating with the people and the employees relating to overcoming with the
effects and trauma of the attack. This is only possible when it uses right tools of communicating
and marketing the Neptune Hollywood Beach resort in the market. This is done because of the
reason to attract more and more new customers so that the hotel regains it positions back in the
market.
Clear job role- this is yet another measure which Neptune Hollywood Beach resort can
use in order to overcome the communication barriers. This practice is helpful in overcoming
barrier because if the role will be pre determined then every employee of hotel beforehand. And
because of this reason there will not be any confusion regarding what work is to be performed
and by whom.
Use of technology- also the hotel must use the latest technologies which have been
evolved for communicating inter department (Thomas and Stephens, 2015). Many new
techniques and methods have been evolved because of up gradation of technology within the
business. These techniques of communication can be used to do clear cut communication and in
time communication.
CONCLUSION
From the above thorough and in depth study of the report it can be concluded that
communication is very important and crucial for successful running of the business. Without
communication nothing in business is possible. With the help of the literature review it was
concluded that there are many forms of organizational communication like formal and informal
and upward and downward communication. Also, it highlighted that inter- departmental
cooperation is very essential for hotel to be successful. For improving inter departmental
cooperation measures like providing training and using effective principles of 7 C's of effective
communication can be used. At last the report outlined the different barriers of communication
that hotel faces like language barriers and cultural barriers along with some of the
recommendations which can be used to overcome those barriers.

REFERENCES
Books and journals
Bi, S., Zeng, Y. and Zhang, R., 2016. Wireless powered communication networks: An
overview. IEEE Wireless Communications. 23(2). pp.10-18.
Bovée, C.L., Thill, J.V. and Raina, R.L., 2016. Business communication today. Pearson
Education India.
Brink, K.E. and Costigan, R.D., 2015. Oral communication skills: Are the priorities of the
workplace and AACSB-accredited business programs aligned?. Academy of
Management Learning & Education. 14(2). pp.205-221.
Burgoon, J.K., Guerrero, L.K. and Floyd, K., 2016. Nonverbal communication. Routledge.
Escobar - Rodríguez, T. and Bonsón - Fernández, R., 2017. Facebook practices for business
communication among fashion retailers. Journal of Fashion Marketing and
Management: An International Journal. 21(1). pp.33-50.
Galvin, K.M., Braithwaite, D.O. and Bylund, C.L., 2015. Family communication: Cohesion and
change. Routledge.
Gupta, L., Jain, R. and Vaszkun, G., 2015. Survey of important issues in UAV communication
networks. IEEE Communications Surveys & Tutorials. 18(2). pp.1123-1152.
Hall, B.J., Covarrubias, P.O. and Kirschbaum, K.A., 2017. Among cultures: The challenge of
communication. Routledge.
Kaushal, H. and Kaddoum, G., 2016. Optical communication in space: challenges and mitigation
techniques. IEEE communications surveys & tutorials. 19(1). pp.57-96.
Silverman, J., Kurtz, S. and Draper, J., 2016. Teaching and learning communication skills in
medicine. CRC press.
Thomas, G.F. and Stephens, K.J., 2015. An introduction to strategic communication.
Van Eemeren, F.H. and Grootendorst, R., 2016. Argumentation, communication, and fallacies:
A pragma-dialectical perspective. Routledge.