Communication Strategies for Carden Park Hotel, Sri Lanka

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Contents
Introduction......................................................................................................................................2
LO1 -Describe and analyze the purposes and principles behind different forms of organizational
communication................................................................................................................................3
Different Forms of Organizational Communication....................................................................3
Purpose of Organizational Communication.................................................................................3
Principles of Communication.......................................................................................................4
LO4 - Apply the principles of effective communication to enhance practice.................................5
LO5 - Evaluate the communication practices of themselves and others.........................................6
Communication Practices Followed............................................................................................6
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

Introduction
This is the report which is discussing the communication problem which is being faced by the Carden
Park Hotel in Sri Lanka. The hotel is facing the issues related to communication and coordination that are
required to resolve for which this report is detailing the purpose, principle, and importance of the
communication along with the development of the communication strategies which will eventually be
helpful in maintaining the communication in a hotel with the hotel staff and other concern parties.

LO1 -Describe and analyze the purposes and principles behind different forms of
organizational communication.
Organization communication is basically a communication which involves exchanging of information,
ideas within the organization as well as outside the organization. For the success of the organization, it is
really important to have effective communication within the organization because with the help of
communication all the problems are well identified and solution to the same is provided (Güngör and
Sahin, 2018).
Different Forms of Organizational Communication
 Internal Communication
 External Communication
 Personal Communication
Internal Communication: The communication which is conducted internally within an organization is
known as internal communication. The internal communication can be done orally, face to face
conversations, meetings, etc. Written communication is the communication which involves reports,
letters, instructions that can be used for speedy communication. Internal communication involves
horizontal, vertical, upward and downward communication. This will be helpful in conveying attitude,
suggestions, and opinions (Riforgiate, et. al., 2019).
External Communication: Communication with the external parties is known as external
communication, the external parties includes customers, government agencies, suppliers, local
community and other interested authorities. Without communication, the problems of the external parties
cannot resolve this is the reason that external communication is very important.
Personal Communication: This involves the exchange of personal information, feelings and ideas at a
personal level rather than discussing things at the business level because it is not necessary that all the
communication is done are related to business it can be personalized too. Personal communication is
considered to be good for business development as it is helpful in the development of the personal
relationship.
Purpose of Organizational Communication
 Coordination: With the help of organizational communication the activities of the staff are well
coordinated and the efforts are well managed by using effective communication.
 Information flow: With the help of communication can flow easily inside and outside the
organization by setting the organizational goals and sending the right information whenever required.

 Encouraging the ideas of subordinates: Communication is helpful in promoting the ideas coming
from the subordinates.
 Development of human relations: Exchange of information and ideas with managers and other staff
is helpful in developing human relations (Katzenbach, et. al., 2016).
 Learning management skill: With the help of communication flow of ideas, information and
opinions is done that will be helpful in better understanding and analysis which will eventually lead to
the development of the managerial skills.
Principles of Communication
 Clarity: There should be clarity in the communication by using the easy languages that will be
helpful in developing a better understanding.
 Integration: There should be integrated within the communication that will be helpful in achieving
the goals of the organization.
 Feedback: It is important to collect the feedback once the communication is done to make sure that
information is understood well by the receiver.
 Economy: The communication should be done in a manner that it can be said to be economic.
 Attention: The communication conducted must have the due attention of the receiver as well as for
the sender.
 Adequacy and consistency: There should be consistency in the messages sent by making sure that
the information sent is adequate in terms of quality and quantity.

Figure 1: Principles of communication
Source: (Dumbali, 2017).
LO4 - Apply the principles of effective communication to enhance practice.
Good communication should be such which involves the ability to adjust the communication along with
the skills and the responses. Given below are the principles which are required to be considered in order
to enhance the practice of communication within an organization:
 Understand Yourself: It is really important first to understand yourself while you are
communicating with someone because if one is not clear with its own thoughts and ideas, he or she
won't be able to communicate with the other person. Therefore, initially, it is important to understand
yourself. Once the sender is clear the context of the communication is clearer with the goals and
values of the organization (Mohammed, et. al., 2016).
 Understand the audience: Before communicating to the audience it is important to know about the
audience you are communicating to because it is not important that level of the audience is as same as
the communicator so before communicating it is important to know the nature of the audience which
will help in having effective communication.

 Simplify: The messages should be delivered in a simplified manner rather than involving any
complications or confusion because the complex messages will leave the listener to confuse and there
will be difficulty in getting the clarity of the messages.
 Listen actively: Listening is the part which is considered to be really important in communication
because communication is not only about delivering the message it is important for the communicator
to listen to the problem of confusion the other person is facing. Active listening can be done by
observing the body language, getting the nonverbal clues, being more subtle and other actions. These
are some of the ways by which the communicator can actively listen to the other person.
 Choose perfect time for communication: The time for communication is really important to be
considered because it is not important that every time the person is in good mood for the
communication and if the communication is done within the perfect time it will raise the chances of
better output and it is important to be more alert and flexible while doing the communication.
These are the 5 basic principles which are required to be followed in order to have an effective
communication which is setting the principles that what a person should do when he or she is doing
communication because following these principles will helpful in making sure that communication is
done in an effective manner and the output delivered from the communication should be profitable for the
organization (Chan, et. al., 2018).
LO5 - Evaluate the communication practices of themselves and others
Communication Practices Followed
By evaluating the communication practices followed by the Carden Park Hotel in Sri Lanka it can be
observed that there are some of the barriers which are faced related to communication and these barriers
are required to be eliminated with the development of the better communication strategies which solves
the problem of better cooperation within the departments of the hotel. Some of the barriers are discussed
below:
 Physiological barriers: This is the barrier which is quite common with the people because the
employees working within the hotel has physiological issues because of which they have fear of come
up and talk that creates problem in management as the thoughts and issues of the employees are not
addressed properly.
 Semantic barriers: This is the major problem which is faced due to the obstructions in coding and
decoding of the message. This is the problem which is basically caused due to the fault in
translations, multiple interpretations, using the wrong words. This is the problem faced by the
employees or hotel staff working within the hotel (Mansour and Elsayed, 2017).

 Organizational barriers: There is a time when employees don't feel liberated enough to
communicate their thoughts because of the strict organizational structures and because of the strict
rules and regulations in the hotel employees and other concern outsiders hesitate to communicate with
the hotel authorities which create the problem of communication.
 Personal barriers: The personal problem of the sender, as well as the receiver, might affect the
entire process of communication because he might not be confident enough to express his thoughts
and also they feel that their suggestions are not welcome by the organization because the organization
is not providing employees with any kind of recognition and appreciation.
To overcome all such communication barriers it is important to develop the strategies for improving
communication that involves:
 Development of digital employment portal: There should be the establishment of digital
employment portal which will allow the employees to perform the job at their best level. This will be
providing the hotel staff with the information related to guests, announcements and other important
information which is necessary for communication.
 Increment of transparency in hotel communication: It is important that employees and other
outsiders are well aware of hotel goals and other relevant information which will enhance more
transparency and the employees feel encourages an important part of the hotel.
 Conducting employee training programs: There should be the development of training programs
for the employees so that they can get better training related to hotel operations and also in meeting
the employees can discuss their problems or issues which they might be facing.
 Development of the mobile messaging platform: There should be the development of a flexible
communication tool that must be providing effective communication to employees on the right time.
It will be helpful in coordinating the activities by monitoring the daily operations of the hotel staff.
This is basically helpful in the development of creative culture (Adam, et. al., 2017).

Conclusion
It can be concluded from this report that communication plays a vital role in the success of the
organization. It is helpful in maintaining the coordination among the various departments of the hotel.
Every hotel is facing some issues related to communication which are also known as the barriers to
communication which are required to be resolved with the implementation of the communication
strategies which are developed keeping in mind the hotel structures and policies.

References
 Güngör, S.K. and Sahin, H., 2018. Organizational Culture Types That Academicians Associate with
Their Institutions. International Journal of Higher Education, 7(6), pp.161-172.
 Riforgiate, S.E., Gattoni, A.L. and Kirby, E.L., 2019. Organizing the Organizational Communication
Course: Content and Pedagogical Recommendations. Journal of Communication Pedagogy, 2(1), p.3.
 Katzenbach, J., Oelschlegel, C. and Thomas, J., 2016. 10 principles of organizational
culture. strategy+ business.
 Mohammed, I., Guillet, B.D., Schuckert, M. and Law, R., 2016. An empirical investigation of
corporate identity communication on Hong Kong hotels’ websites. Journal of Hospitality Marketing
& Management, 25(6), pp.676-705.
 Chan, E.S., Okumus, F. and Chan, W., 2018. Barriers to environmental technology adoption in
hotels. Journal of Hospitality & Tourism Research, 42(5), pp.829-852.
 Mansour, S.O. and Elsayed, S.F., 2017. ASSISTIVE DEVICES FOR HEARING IMPAIRED
HOTELS GUESTS (APPLYING TO HURGHADA RESORTS). International Journal on Recent
Trends in Business and Tourism, 1(1), pp.1-11.
 Adam, S.M., Morsy, M.A. and Moawad, E.H., 2017. Food Safety Risk Management System in Three
Star Hotels: Barriers, Benefits and Motivations of Application. International Journal of Heritage,
Tourism, and Hospitality, 10(2/2).