Role of Effective Communication on Organizational Performance: Hotel

This research paper investigates the role of effective communication on organizational performance at the Hotel des Balances in Luzern, Switzerland. The study includes an introduction outlining the research background, significance, and objectives, followed by a detailed methodology section describing the data collection process using surveys with 30 employees. The analysis section presents findings through tables and charts, examining communication channels, systems, and their perceived effectiveness. The research explores the prevalence and usefulness of informal communication and identifies communication barriers. The paper concludes with recommendations for improving communication strategies to enhance organizational performance, supported by references and an appendix with the questionnaire. The study uses both primary and secondary data to comprehensively assess the impact of communication within the hotel environment.

Running Head: RESEARCH PAPER
Role of effective communication on the organizational performance: in the Hotel des
Balances, Luzern, Switzerland

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Abstract
This research is emphasized on evaluating the role of effective communication on the
organizational performance: in the Hotel des Balances, Luzern, Switzerland. This research
paper entails many sections named as introduction, research methodology, and discussion
section. The introduction is supportive to comprehend the research background, research
significance, research background, and research objectives. It could be vital to increase the
conceptual; understanding towards research matter. The methodology section will lead to
knowing different methods which have been considered in the study top the get the data in
favor of the investigation. In this, the primary data collection method has been practiced that
has been collected by the survey through questionnaire method. Moreover, the probability
sampling tool has been practiced as it is conducted on 30 employees of the organization and
get the information towards the research matter. For the discussion section, the statistical data
analysis methods have been practiced that is effective to examine the numerical information
towards the research matter.

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Table of Contents
Abstract.................................................................................................................................................2
Introduction...........................................................................................................................................5
Research title.....................................................................................................................................5
Research objectives...........................................................................................................................5
Research background.........................................................................................................................6
Research methodology..........................................................................................................................6
Data collection method......................................................................................................................6
Research Sampling............................................................................................................................7
Analysis.................................................................................................................................................7
Conclusion...........................................................................................................................................18
References...........................................................................................................................................20
Appendix.............................................................................................................................................22
Table 1: Gender..........................................................................................................................6
Table 2: Age...............................................................................................................................7
Table 3: Experience....................................................................................................................8
Table 4: Usual communication channels and means in your organization ? Tick the relevant
ones............................................................................................................................................9
Table 5: communication system in your organization.............................................................10
Table 6: effective is the present communication system in your organization........................11
Table 7: Usual means and modes of communication with the outside public/customers........12
Table 8: Is informal communication prevalent in your office?................................................13
Table 9: Do you find informal communication useful.............................................................14
Table 10: Usual problems faced/barriers/hurdles encountered in communication in your
organization/department...........................................................................................................15
Table 11: Do you agreed that effective communication could directly impact on the
organizational performance......................................................................................................16
Chart 1: Gender..........................................................................................................................7
Chart 2: Age...............................................................................................................................8
Chart 3: Experience....................................................................................................................9
Chart 4: Usual communication channels and means in your organization ? Tick the relevant
ones..........................................................................................................................................10
Chart 5: communication system in your organization.............................................................11
Chart 6: effective is the present communication system in your organization........................12
Chart 7: Usual means and modes of communication with the outside public/customers........13
Chart 8: Is informal communication prevalent in your office?................................................14
Chart 9: Do you find informal communication useful.............................................................15
Chart 10: Usual problems faced/barriers/hurdles encountered in communication in your
organization/department...........................................................................................................17
Chart 11: Do you agreed that effective communication could directly impact on the
organizational performance......................................................................................................18

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Introduction
In the recent competitive market, many hotels have been struggling to bring effective
communication in the working place for improving their performance. Hotels have taken
many hard steps to improve the productivity of the firm and sustaining its position in the
marketplace. The top management of organization could comprehend the importance of the
effective communication and conduct the suitable communication behaviour with their
employee as it would be effective to solve the query of the employees in the least time
(Chadwick, et al., 2015). Consequently, it will directly help to improve the productivity of
the firm. There is a certain method that has been considered by a hotel named as verbal and
non-verbal communication (Wu, et al., 2015). Both methods have been considered in the
current age due to improve the performance of the organization (Boies, et al., 2015).
Research title
To examine the role of effective communication on the organizational performance: in the
Hotel des Balances, Luzern, Switzerland.
Research objectives
The purpose of this study is to examine the role of effective communication on organizational
performance: in the Hotel des Balances, Luzern, Switzerland. The research objectives of this
study have been discussed below:
 To comprehended effective communication and organizational performance
 To critically evaluates the role of effective communication on the organizational
performance: in the Hotel des Balances, Luzern, Switzerland
 To recommended communication strategies for improving the organizational
performance: in the Hotel des Balances, Luzern, Switzerland

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Research background
The effective communication could offer a path to the firm for making a transparent
conversation between the organization and employees as it would be effective to make the
positive image of the firm in the marketplace (Colbert, et al., 2014). Further, significant
communication could also enable the organization to manage the conflict and make a stress
free atmosphere. In the hospitality sector, communication is being an imperative concept as it
directly affected the image as well as the productivity of the organization (Lee, et al., 2015).
From the utilization of an effective communication tool, an organization would be able to
retain their employee by encouraging them in a positive manner. It could also make a
transparent relationship between the organization and employees. Apart from this, it is stated
that a lack of effective communication in the organization could decline the opportunity of
getting success (Ferreras-Méndez, et al., 2015).
Research methodology
This section consists of a process that is mainly practiced to select the methods with the
intention of collecting the information for the particular study in an effective way. The
chapter of the methodology section could demonstrate different methods as well as methods
that have been considered in the study. It is the procedure of justifying the adopted method
that is considered in the investigation. It could be effective in collecting the information
towards research matter. This section could be imperative in determining data collection tool
for making the decision effectively (Chen, et al., 2015). In addition, it is examined that the
data collection technique is imperative in collecting the data in the context of the research
matter and make a decision effectively. It is stated that the methodology is the subject that
makes a link between the research process and the problem in which the problem can be
utilized. These methods could assist to the researcher for the deeply evaluating research issue
and complete the study effectively (Ferreras-Méndez, et al., 2015). The research

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methodology is a section that assists the researcher in collecting the depth data towards the
research issue. The methodology section could provide an overview of research design, kinds
of information are collected, sampling design, and appropriate evaluation of data about the
research (Chen, et al., 2015).
Data collection method
The data collection is one of the tool that is practiced with the intention of collecting and
accessing the facts and figures which are associated with the research issue (Fernandez and
Rainey, 2017). The research scholar has used two kinds of methods to get the information
towards the study named as primary as well as secondary data collection method. For getting
the fresh information, survey through questionnaire method has been practiced by the
researcher as it is conducted on 30 employees of the hotel. It could be effective to get the data
in favor of the research matter. The secondary data is collected by the existing sources named
as the online, offline, books, and articles. The researcher could also consider the annual report
of the organization and comprehend how much their performance has been influenced by a
lack of effective communication.
Research Sampling
The sampling is the procedure by which execution has been completed to choose the research
participants to form the wide research population (Goetsch and Davis, 2014). In this study,
the research scholar has been selected probability sampling method with random sampling
tool as it facilitates the researcher to select research candidates without any biases and get the
favorable research outcome. This method is effective to get the data at less cost and time. For
conducting this study, 30 employees of Hotel des Balances, Luzern, Switzerland has been
selected. These employees have been shared their experience with respect to the role of
effective communication in organizational performance.

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Analysis
Table 1: Gender
Gender
Male 20
Female 10
Chart 1: Gender
67%
33%
Gender
Male
Female
The above chart depicted that the investigator has chosen male as well as female employees
of Hotel des Balances, Luzern, Switzerland to conduct this study. In this, 33% of candidates
were female while 67% were male. The investigator desire to get the distinguish views hence
both male and female were selected by them.
Table 2: Age
Age
21-25 6
26-30 13
31-35 4
Above 35 5

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Chart 2: Age
21-25 26-30 31-35 Above 35
0
2
4
6
8
10
12
14
Age
In this, 21-35 years old candidates have been selected. 13 out of 30 came in the age group of
26-30 while only 5 out of 30 were having more than 35 years old.
Table 3: Experience
Experience
Less than 1
year 3
1-4 years 4
5- 9 years 20
More than 9
years 3
Chart 3: Experience

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Less than 1 year 1-4 years 5- 9 years More than 9 years
0
5
10
15
20
25
Experience
For conducting this study, less than 1nyears to more than 9 years of people has been
considered. In this, 20 out of 30 were having 5-9 years of experience in this hotel while 3 out
of 30 were having more than 9 years of experience in this hotel. The main reason for
selecting the different experienced people is to get diverse responses of them towards the
research matter.
Table 4: Usual communication channels and means in your organization? Tick the relevant
ones
Usual communicati
on channels and me
ans in your organiza
tion? Tick the
relevant ones
Manuals/
Handbooks 4
Circulars/memos 6
Verbal/oral/
unwritten communi
1
5

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cation
Notice board 5
Chart 4: Usual communication channels and means in your organization? Tick the relevant
ones
Manuals/handbooks
Circulars/memos
Verbal/oral/unwritten communication
Notice board
0
4
8
12
16
Usual communication channels and means in yo
ur organuisation ? Tick the relevant ones
The above chart depicted that there are many methods that have been considered in the
organization to converse with their employees named as Notice board,
Verbal/oral/unwritten communication, Circulars/memos, and Manuals/handbooks. 15 out of
30 seeks that Verbal/oral/unwritten communication has been mostly practiced by the top
management in the organization while others were responded in favor of other methods.
Table 5: communication system in your organization
a
communication
system
in your organiza
tion
Extremely
important
4

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Important. 6
Not much
important.
15
Don’t know 5
Chart 5: communication system in your organization
Extremely important Important. Not much important. Don’t know
0
2
4
6
8
10
12
14
16
communication system in your organization
From the above chart, it is founded that the 15 out of 300 research candidates believe that
communication system of this organization with external and internal people is not much
better that could negatively impact on the organizational performance.
Table 6: effective is the present communication system in your organization
effective is the
present communi
cation system in
your organization
Highly effective 17
Effective. 5
Averaged. 3

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Not
effective/below
average 5
Chart 6: effective is the present communication system in your organization
Highly effective Effective. Averaged. Not
effective/
below average
0
2
4
6
8
10
12
14
16
18
effective is the present communication system in
your organization
From this, it is addressed that 17 out of 30 believed that this organization has presented an
effective communication structure for their firm as it directly affected the performance of
organization performance. 5 out of 30 believed that there is not an effective communication
structure.
Table 7: Usual means and modes of communication with the outside public/customers
Usual means and modes
of communication with the
outside public/customers
Through marketing
staff/agents 15
Through advertisements in
various media 8