Addressing Communication Challenges: Shangri-La Hotels Business Report

This report examines the communication barriers faced by Shangri-La Hotels in Colombo, Sri Lanka, focusing on challenges stemming from linguistic, cultural, perceptual, and attitudinal differences. The report highlights the importance of addressing these barriers to ensure effective communication between the hotel staff, management, and customers. Strategies for overcoming these barriers include employing local staff to facilitate communication and understanding, addressing public perceptions through media outreach, and providing clear information regarding safety and security measures. The report emphasizes the need to understand the local culture to negotiate and communicate effectively, as well as referencing relevant literature on crisis management and communication in healthcare. The analysis underscores the significance of proactive measures to mitigate communication gaps and enhance the overall customer experience.

Business Plan- 1
OVERVIEW
This is an important message regarding the current terrorists
attacks on the Colombo city of Sri Lanka and the current
destruction in the country. Shangri-La Hotels is planning
to open a beach resort in the Colombo city. The director of
the Hotel is ensuring the complete safety and security for
the tourists and the people arriving at the resort as well as
the objective of the hotel to provide best of its services to
the customer.
Strategies for overcoming communication barriers
These strategies will be used by Shangri-La Hotels in order to
overcome the communication barriers-
 Eliminating and removing the wrong perception from the
people's mindset by ensuring and guiding them every
details of safety and security that will be provided to
them at resort.
 Addressing Media for the support to spread the positive
message regarding the safety measures initiated by
Shangri-La Hotels for their visitors and customers.
 Guiding the people as well as all the stakeholders
regarding all the initiatives taken by Hotel Shangri-La for
its customers as well as staffs to clear all the doubts
related to it.
Common challenges and barriers to effective communication
There are various common barriers and challenges that might
arise in the communication process for Shangri-La Hotels which
will be result of lack of mutual consent and understanding
between the hotel staffs and the managers as well as with the
customers arriving at the resort. Some common barriers of
communication are as follows-
Linguistic Barriers- Language is an most vital element to
communicate with a person but language varies from country to
country and culture to culture. The managers and the staffs of
Shangri-La Hotels will face difficulty in communicating by the
local people of Sri Lanka due to this barrier.
Cultural barriers- These are the most common barriers for
every business as the culture and beliefs of Srilankan people are
different which varies their mindset from understanding the new
policies of Shangri-La Hotels regarding their safety and security
from any destructive activity.
Perceptual barriers- Perception is a type of mindset or way of
thinking by an individual. The narrow perception by Srilankan
people for the security and safety given at Shrangi-La resort will
turn barrier for the management.

Awareness of cultural influence on communication and negotiation
Shangri-La Hotels will study as well as understand the cultural mindset of the Sri-Lankan people. The main influence that will
be created for communication and negotiation will be difference in the languages of the people. The management of the Hotel will
firstly Hire the Local staffs from the Colombo city, so that there will be no problem in explaining the policies and packages being
provided by Hotel. The secondary benefit will be that the staff could easily negotiate and communicate as per the demand of customers,
this will reduce the problem of communication gap between the Hotel and its customers.
REFERENCES
Books and Journals
Fischer and et.al., 2016. Communication barriers in crisis
management: A literature review.
Clarke and et.al., 2019. Overcoming Communication Barriers in
Refugee Health Care. Pediatric Clinics. 66(3). pp.669-686.