Communication Breakdown and Improvement: Hotel Glen-more Report

This report provides an analysis of communication practices within the Hotel Glen-more, highlighting both effective strategies and breakdowns in communication among team members. The report emphasizes the use of empathy and effective listening as positive communication skills while also identifying cultural barriers such as power distance, time orientation, and context sensitivity as key factors contributing to communication ineffectiveness. The analysis section delves into the causes of these breakdowns, including issues of stereotyping, prejudice, and differing attitudes toward gender. The report then justifies managerial actions to improve team communication, including training programs, team-building activities, and policy changes. The conclusion summarizes the need for improved communication to foster a more cohesive and productive work environment. The report aims to provide insights and recommendations for enhancing communication effectiveness within the hotel setting.

REPORT ANALYSIS

EXECUTIVE SUMMARY
Report will show about the good practice that has been used in the communication like for
example utilizing empathy while communicating. Cultural barriers like power distance and time
orientation has make the interaction between the team members of hotel Glen-more ineffective.
The improvement in communication in organisation is been managed by changing policies.

Table of Contents
EXECUTIVE SUMMARY ..........................................................................................................2
INTRODUCTION...........................................................................................................................4
ANALYSIS SECTION 1 ................................................................................................................4
Explanation of communication skills already present in the team..............................................4
ANALYSIS SECTION 2.................................................................................................................5
Causes of communication break down.......................................................................................5
ANALYSIS SECTION 3.................................................................................................................7
Justification of actions that managers can take to improve team communication......................7
CONCLUSION................................................................................................................................8
RECOMMENDATION...................................................................................................................8
REFERENCES ............................................................................................................................9

INTRODUCTION
Communication is the process of exchanging messages, thoughts or views from one
person to another or to group. Communication skills like empathy, listening skills are very
important to make the interaction better. Present study will lay emphasis on communication
skills in team members of hotel Glen-more (Berger and Calabrese, 2014). It is a heritage listed
pub in located in the city of Sydney. This property is been owned by property NSW, an agency
of government. Report will lay emphasis on the communication skills already present among
team members. It will identify and analyse cultural communication problems that have break
down the interaction. Study justifies actions that managers can take to improve interaction of
team members.
Background
Report provides that Glen-more hotel has been surrounded with various problems related
to communication. Because of diverse culture employees are not been able to understand the
needs and demands of each other.
ANALYSIS SECTION 1
Explanation of communication skills already present in the team
Team members of hotel Glen-more make use of various communication skills in order to
make the interaction better and effective. They have also been making use of good practice in the
communication. These skills include the following:
Empathy: It is one of the most important communication skill which is been used by
individual and team in hotel glen-more. Like; for example Jed has shown empathy towards Max
while deciding the food menu. This skill is very important as it can help in understanding about
what other individual is feeling. Team members of hotel Glen-more are making use of this skill
to enhance their communication. It has supported them to communicate their ideas and thoughts
with other person working in an organisation. By understanding feelings of team members' hotel
Glen-more can take appropriate decisions which can benefit them.
Effective listening: Team members of hotel Glen-more are also been engaged in one
more type of good action that is effective listening. Like; for example Jed is involved in listening
to work done by Jasmine. But some staff members are also facing problem like Jasmine feels
that Helen does not listen to the task assigned by them. Company should lay keen focus on

listening process in order to remove differences among the staff member. Effective listening will
increase the efficiency of work of all the employees. It will allow hotel Glen-more to grow. This
will ultimately result in enhancing of profit and revenue. With effective listening solutions to the
problems can effectively be generated. Lot of problems can be solved by this.
Listening process: Listening process must be properly followed by the team members of
hotel Glen-more. Like; for example Helen must be involved in appropriate communication with
Jasmine while discussing any task (Hargie, 2016). Also, they can get engaged in active listening
which includes providing of feedback to one another in relation to drawbacks in communication.
This will allow Glen-more hotel in reducing the differences between culturally diverse team
members. It will decrease the frequency of occurrence of chaos among the employees. For
improving the communication in the Glen-more hotel team member must understand what other
individual is trying to say.
Direct approach: It is basically when the team members are engaged in making use of
direct methods like face to face conversation for communication. Like; for example Jed was in
direct communication with Max to discuss the menu for the conference lunches. All the thoughts
and messages communicated between the team members of the Glen-more hotel must be honest
and fair. No things should be hidden from one another. This can increase the efficiency of
working of employees.
Indirect approach: This type of communication means conversing with the team member
through written communication via mail, email or text messages. Like; for example Jasmine and
Vivien are involved in communicating via written emails. It is the easiest way to interact. This is
acting out in personal communication rather than saying the things in mind in personal. Glen-
more hotel can solve various problems with the help of indirect approach of communication.
This can also enhance the efficiency of the hospitality organisation. It can also help them in
enhancing the revenue and profit of the company (Dragojevic, Gasiorek and Giles, 2015).
ANALYSIS SECTION 2
Causes of communication break down
Glen-more hotel is engaged in hiring culturally diverse people. It can lead to specific
cultural issues and also there can occur breakdown in communication because of it. Company
should engage in applying strategies in order to overcome these cultural barriers. These break

down must be looked upon as it can reduce the operational efficiency of firm. These factors
include the following:
Power distance: It defines the way power is been distributed among the people. This can
act as barrier in communication. Like; for example Jasmine feels that Jed and Helen are given
with more power because they are American. It has brought inferiority complex in the mind of
Jasmine. In this the less powerful accepts that power is distributed unequally.
Time orientation: Time orientation basically explains preference towards past, present
and future thinking. This can also act as cultural barrier in communication. Like for example.
Helen feels that Jasmine lays emphasis only on past. It has created chaos between the team
members of glen-more hotel (Caughlin and Basinger, 2015). Time orientation defines that how
cultural values and time can control communication.
Space: It defines that personal space should be given while communicating with any
team member. Like; for example employees of hotel Glen-more can not engage in asking any
personal question to their peers. Physical space must be given in verbal communication. This can
support hospitality organisation in removing the impact of cultural barriers. It can also reduce the
chances of occurring of chaos.
Time focus: Hotel Glen-more has appointed people from different culture, so there time
management and focus is different. Like for example Jed and Max have a problem that Vivien
always arrived late. This has become one of the major issues in their communication. Focusing
on time is very important in communication as it can improve the productivity and open doors
for various opportunities.
Context sensitivity: Team members are also faced with cultural issues in communication
like context sensitivity. They must get engaged in sharing of such information which is
appropriate in the situation. This will support employees of hotel Glen-more in creating bond
between them and overcome the issues (Dragojevic, Gasiorek and Giles, 2015). Following the
feature can support in enhancing the efficiency of employee's. Using of formal language during
work can also reduce cultural biassed.
Attitude toward gender: Hotel Glen-more must lay emphasis on this as it can become one
of the major barrier in communication. It represents the gender attitude in the domain of work.
Like for example Jasmine feels that Jed do not have a proper attitude towards her. This has made

communication difficult in between them. It has reduced the efficiency of team members in
hospitality organisation to work.
Formality: This can also be one of the cultural breakdowns that reduce the effectiveness
in communication. Formality is a set of established procedures or behaviour that must be
followed by team members in hotel Glen-more. Like for example Jasmine the facility staff feels
that Helen do not follow the formal structure, she just walk away without listening to her
instruction. It has created issues between them.
Stereotyping: It is basically an over generalised feeling for particular category of people.
Like; for example Jasmine feels that Jed is rude towards her as he is an American and they are
rude towards Chinese people (Giles, 2016.). This nature should be boycotted by the team
members working in hotel Glen-more. Not following this can support hospitality organisation in
building relationship between employees.
Prejudice and racism: This can also cause communication breakdowns. It is basically
discriminated someone on the basis of caste, colour, religion and sex. Like for example Vivien
feels that Jasmine is Chinese and she behaved rudely towards the black people. This must not be
done in hotel Glen-more in order to make communication between employee's more effective.
Not following racism can create healthy bond between workers of this hospitality organisation.
ANALYSIS SECTION 3
Justification of actions that managers can take to improve team communication
Managers of hotel Glen-more can get engaged in managing change in order to improve
the communication between the team members. The actions and strategies include the following:
Training: In order to enhance the communication between the team members of hotel
Glen-more board of management can involved in providing training related to effective
communication. They can give training related to writing of emails. Like; for example Jasmine
and Vivien have an issue in writing emails. They do not know about the structure that needs to
be followed in writing emails (Communication skills, 2017). So it becomes difficult to interact.
So training can be given on that, This can support hospitality organisation in enhancing the
efficiency of team members working in their hotel. It will also reduce the cultural barriers
between them which can be beneficial for firm. Also, training related to using formal behaviour
in the organisation can also be given by board of managers in order to improve relationship
between employee's and workers.

Team activities: Hotel Glen-more in order to remove the cultural communication
breakdown can also engage in making employee's involved in doing team activities. Like for
example They can ask Jasmine or Jed to do role play of their jobs. This will reduce the
communication barriers between them and will also enhance their relationship. Also, various
management games in order to create bond between employees and workers of Glen-more hotel
can be done. Board of management can guide various range of diverse people about how to
reduce racism and prejudice in hospitality organisation (Griffin, 2016). Team activities will also
develop competitive spirit among the team members. They will perform together in company
which will enhance their operational efficiency and productivity. Because of it chaos can also be
removed in hotel Glen-more. It will support organisation in increasing their profit as well as
revenue.
Policy changes: For improving the communication between the team members of Glen-
more hotel, managers can also engage in doing changes in the policies and procedures. They
must create rules and regulations according to the requirements of employees. Like for example
Jed and Max are having issues because of change in food menu and policies created related to it.
So it needs to be changed by board of management of hotel Glen-more. Policies changed
according to needs and demands of diverse range of people will support them in coming
together. This will enhance their efficiency and can also support in increasing the revenue of
firm. Also, it can develop a effective team with and efficient communication. With policy
changes strategic leadership can also be used by board of management in order to increase their
productivity.
CONCLUSION
From the above study, it has been summarised that hotel Glen-more staff has been
involved in ineffective communication because of diverse culture. There exist racism and
stereotyping in the hospitality organisation. In order to overcome from this, company has
implemented various strategies such as policy changes, team activities, training and monitoring.
This has supported hotel Glen-more in bringing employees together and developing competitive
spirit in the team members. This has helped them in reducing the issues faced while
communicating. It has also supported company in increasing their profit as well as revenue.

RECOMMENDATION
Hotel Glen-more can engage in monitoring and providing keen training to their
employees in order to enhance their performance. They can also build team activities so that all
the members come together and perform. Policies can be designed and developed according to
the needs and demands of workers. This can support hospitality organisation in reducing
communication barriers and increasing the efficiency to work. It can also make team members of
hotel Glen-more more efficient and productive in their working.

REFERENCES
Books and Journal
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Caughlin, J.P. and Basinger, E., 2015. Measuring interpersonal communication. The
International Encyclopedia of Interpersonal Communication. pp.1-14.
Dragojevic, M., Gasiorek, J. and Giles, H., 2015. Communication accommodation theory. The
international encyclopedia of interpersonal communication. pp.1-21.
Giles, H. ed., 2016. Communication accommodation theory: Negotiating personal relationships
and social identities across contexts. Cambridge University Press.
Griffin, E.M., 2016. A first look at communication theory. McGraw-Hill.
Gudykunst, W.B., Ting-Toomey, S. and Chua, E., 2018. Culture and interpersonal
communication. Sage Publications, Inc.
Hargie, O., 2016. Skilled interpersonal communication: Research, theory and practice.
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Hovland, C.I. and et.al., 2013. Communication and persuasion; psychological studies of opinion
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<https://www.skillsyouneed.com/ips/listening-skills.html>.