Assessing Communication Effectiveness in Travel and Tourism: A Report

This academic research report examines the critical role of effective communication in the Australian travel and tourism industry. It addresses key issues such as language barriers, cultural communication challenges, and the impact of miscommunication on both customer and employee satisfaction. The report delves into various aspects of team communication, including strategies to overcome language barriers, such as using simple language, visual aids, and translated guidelines. It also explores cross-cultural communication, emphasizing the importance of a common language, asking clarifying questions, accepting cultural differences, and promoting interactions. Furthermore, the report analyzes the causes of miscommunication, such as hasty communication and lack of listening, and suggests methods for improvement, including active listening, discussing expectations, and paying attention to non-verbal cues. The report also discusses customer communication, highlighting the importance of training staff in multiple languages and using visual aids. The significance of customer satisfaction and training sessions for employees are also emphasized. The report concludes with a summary of key findings and recommendations for improving communication effectiveness within the sector.

Academic Research
Report

Executive summary
For every industry it is essential for maintain proper communication with customers as
well as customers because through it management able to understand their need and requirement
which help in designing strategies. There are various language faced by customers and
employees while conducting communication due to diverse cross culture and language. Along
with this there are number of reasons which will lead to miscommunication such as diverse
language, culture issue and so on. For which management may adopt several practices such as
conduct training session, use easy language, use visual documents. This is so because it will lead
to resolving miscommunication issues in effective manner.

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Team work communication....................................................................................................4
Customers communication.....................................................................................................7
CONCLUSION................................................................................................................................9
REFRENCES.................................................................................................................................10

INTRODUCTION
Travel and tourism is one of the leading industry in Australia which is going through
major issues i.e. miscommunication. Miscommunication is define as situation when there is
ineffective or failure in exchanging of information or message among the two or more peoples or
individuals (Bakotić, 2016). There are various reasons which lead to miscommunication such as
assumptions, hasty communications, lack of listening, misunderstanding and many more. This
assignment is based on the aim i.e. to determine the effectiveness of communication with
customers and employees. Moreover, topics included in this report are language barriers which
are faced by a person while communicating in the group, reason of miscommunication, cultural
communicating and methods lead to employee job satisfaction. Along with this it will also
include other factors related to customers communication such language barrier occur while
interacting with customers, customers satisfaction and training session.
MAIN BODY
Team work communication
Language Barrier
Language barrier is define as issues or hurdle which occur while conducting
communication among the peoples. These issues or difficulties are related with issue experienced
by a person while interacting with others due to different language, culture, listening issues,
misunderstanding and so on. While communicating among the employees there are number of
issues related to language faced by management which directly impact on the working as well as
productivity (Brodje & et. al., 2013). These are generally occur due to culture difference and
language difference because at travel and tourism sector employees come from diverse location
or nation due to which they speak diverse type of language. So it is necessary for respective
sector companies to adopt different strategies in order to avoid these issues, from which some are
given below:-
 Usage of simple and easy language: At a workplace it is necessary for a company's
staffs to use proper language which must be simple as well as easy because through it
each person can interact and understand each other properly.
 Use video and other visual method for communication: For effectively
communicating in crowd or at workplace where staffs belong from diverse culture then

management may adopt visual method because through it they can easily make other
understand messages in effective manner.
 Translate guidelines in different languages: It is necessary for a company to provide
guideline or rules or policies in written documents as well as it also must written in
different languages. So that all employees can easily understand all the rules and
regulation in effective manner and then work accordingly.
By adopting all these strategies travel and tourism sector can conduct proper communication at
their workplace with employees. Through this management also able to understand need as well
as requirement of staffs effectively as well as impressively.
Cultural communication
Culture communication is also known as cross culture communication which reflect
study of how peoples belong from diverse culture communicate with each other in order to
exchange information or message (Cario, 2012). This will arise because at workplace employees
belong from different culture, value and belief due to which they mode of communicate will also
different. This issue is faced at a workplace on daily basis specially at travel and tourism sector.
So it is necessary for management to develop proper strategies in order to avoid culture
communication issues and for that they may adopt number of strategies or process, from which
some are mentioned below:-
 Use mutual language: If a firm have different culture employees then it is responsibility
of management to develop policy and rules in order to use one common language which
everyone know such as English. This is so because through it staffs effectively
communicate to each others and translate message successfully.
 Ask question when issues occur: It is consider as one of the main strategy in order to
avoid issues related to culture difference. This is so because while communicating if one
person not able to understand other's message, then they may ask questions related to it
because it will help them in understanding message or information.
 Accept diverse culture: It is also necessary to accept diverse culture at workplace
because it will develop comfortable feeling among the employees as well as it will also
help them in communicating each other effectively and successfully (Davidson, Timo &
Wang, 2010).

 Conduct interaction: It is essential method which help a management in promoting
cross culture environment at the workplace. In order to adopt this company may conduct
proper meeting or interaction among the staffs because through it everyone know about
each other and their culture which will improve their communication.
Miscommunication
Miscommunication is define as situation which lead to failure of message or lack of
proper communication. At a workplace there are number of reason which lead to
miscommunication such as assumption of person, hasty communication, in proper email,
misunderstanding, lack of listening and so on (Huang, Dotterweich & Bowers, 2012). These all
will lead to some of the major issues at workplace such as delay completion of project,
frustration, poor quality of work, conflict arise and many more. There are various method which
can be adopted by a company in order to avoid miscommunication at workplace, from which
some are given below:-
 Do active listening: In order to avoid miscommunication it is necessary to conduct
proper listening because it will help in understanding other perspective and thinking.
Along with this it will also help in conducting proper communication to the employees at
workplace.
 Discuss other's expectation: It is necessary for company management to conduct
discussion to their staffs on regular basis because it will help them in developing
strategies according to their expectation. This will also lead to avoiding
miscommunication at workplace.
 Pay more attention to non verbal cues: An individuals didn't communicate effectively
with words alone, they always need non verbal cues such as facial expression, body
language and so on (Kasper & Ross, 2014). This is so because sometime it help a person
in understand message or information more effectively.
 Always be clear and to the point: It is essential for a person to always be clear to their
message as well as use to the point message because it help person in conducting more
effective communication. Along with this it is also necessary to use proper language in
order to avoid miscommunication at workplace.
Employee’s job satisfaction

Job satisfaction is also know as employees satisfaction which help in analysing staff's
contentedness with their workplace and job role. It is also aid management of a firm to determine
whether their employees are happy with their job role or not, which will help them in developing
strategies and plans accordingly (Olubiyi & et. al., 2019). This is essential for a firm
management to conduct practices in order to enhance job satisfaction of employees because it
motivate staffs which lead to improve in work quality. Along with this this will also help
management in retaining their staff for long duration of time and for this a company may adopt
various strategies, from which some are mentioned below:-
 Recognize quality work: In order to develop high job satisfaction a company
management may develop strategies in which they recognize staff's quality work. For this
they may provide them awards, appraisal, monetary benefits and other benefits.
 Interact more to staffs: For motivating staffs, it is essential to conduct proper interaction
or communicate with them because it will help in understanding each other perspective
in more effective manner. Along with this it will also improve quality of work of staffs as
well as it retain them for long time duration.
 Care employees well being: This is define as technique of employee job satisfaction in
which management of a company will conduct several practices in order to take care of
staffs physical as well as mental well being.
Customers communication
Language Barrier
While communicating with customers company go through several issues which are
related to language because in travel and tourism sector staff has to communicate with clients or
visitors who belongs from diverse location or nations (Pakshir & Hinz, 2018). They face various
issues during this such as customers not able to make other understand about their expectation,
they also not able to know about plans and so on. There are various method which can be adopt
by a company in order to remove language barriers, from which some are mentioned below:-
 Adopt simple and plan language: For avoiding language barrier while communicating
with customers or client it is necessary to adopt proper, simple and plan language which
they can understand easily and effectively. This is so because it can be easily understand
by them which lead to development of proper decision.

 Train Staff with different language: In travel and tourism sector, staffs need to interact
with different region peoples so it is essential for the their management to conduct proper
training and development in which they can train staffs with diverse language (Scherrer
& et. al., 2013). Through which they can effectively minimise language barriers
effectively as well as successfully.
 Use more pictures and Visual method: They must also use more pics as well as videos
while communicating with clients or customers because it will reduce miscommunication
issues. Moreover it will also lead to understanding of information more effectively and
impressively.
Customer satisfaction
Customer satisfaction refer to the measurement which determine at what ratio customers
is happy with products or services offer by a company. For this company may adopt number of
methods such as survey, rating, feedback, suggestion and many more. This will also help a firm
in determining customers expectation which lead develop of products and service more
effectively and impressively (Shahzadi & et. al., 2014). There are various method which can be
adopted by an organization in order to enhance customers satisfaction such as develop products
according to them, offer quality offering, offer discounts or offers and many more. Along with
this by develop customers satisfaction a company able to get various benefits such as:-
 It will lead to great loyalty of customers which help in retaining them for long time
period.
 Customer satisfaction also lead to enhancement in shares of customers with the company.
 If there is high customers satisfaction then the customers will be less price sensitive.
 This will also help in increasing positive advertisement or promotion through word of
mouth.
 This will also lead to low promotional cost because customers are loyal to company and
retain with them for long time.
Training session
Training session is also known as learning plan which define about the activities as well
as resources which will guide employees or management to conduct work in effective manner so
that they can fulfil customers demand in effective manner. Through this employees able to
conduct their work in more effective as well as impressive manner which lead to fulfilment of

customers demand more properly (Wolff & Dillin, 2013). Through training session a company
able to get various benefits, from which some are mentioned below:-
 It will enhance the performance of the employees which help company in attaining goal
more properly.
 This will also lead to staff satisfaction as well as morale that improve their quality of
work.
These are some of the major benefits which are gain by a company by adopting training
session at the workplace.
CONCLUSION
By above discussed topics it can be determine a for every company its is necessary to
have effective communication because through it they can satisfaction customers as well as
employees in impressively. For travel and tourism sector it is essential to have proper
communication so that they can successful understand need, requirement and expectation of
customers in impressively. It will also help respective sector firm to determine their employees
requirement which directly leads to proper planning of strategies, training and development
program and many more. There are various type of communication barriers through which a
company go through while interacting with customers as well as staffs such as misunderstanding,
inappropriate listening, language issues, culture issue and many others. Along with this for
overcoming this issue company may adopt different methods such as train employees, use simple
and easy language, use more visual documents for communication and many more.

REFRENCES
Books and journals
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case study of Australian four-and five-star hotels. International journal of contemporary
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Huang, J., Dotterweich, E., & Bowers, A. (2012). Intercultural Miscommunication: Impact on
ESOL Students and Implications for ESOL Teachers. Journal of Instructional
Psychology. 39(1).
Kasper, G., & Ross, S. (2014). Repetition as a source of miscommunication in oral proficiency
interviews. In Misunderstanding in social life (pp. 90-114). Routledge.
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Heliyon. 5(6). e01796.
Pakshir, P., & Hinz, B. (2018). The big five in fibrosis: Macrophages, myofibroblasts, matrix,
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transversus abdominis plane block: a consequence of miscommunication between the
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Wolff, S., & Dillin, A. (2013). Ageing: beneficial miscommunication. Nature. 497(7450). 442.