Communication Breakdown and Solutions: Glenmore Hotel Analysis Report

This report provides a comprehensive analysis of business communication within the Glenmore Hotel. It begins by identifying key communication skills present among team members, such as note-taking, empathy, respect, clarity of roles, and active listening. The report then delves into cultural and communication factors that can disrupt the communication process, including power distance, time orientation, lack of empathy, gender attitudes, direct communication styles, stereotyping, and ineffective listening. Furthermore, the report proposes actionable strategies for managers to improve communication, including training programs, policy adjustments, and team-building activities. The conclusion emphasizes the critical role of effective communication in organizational success and the importance of implementing the suggested improvements to enhance the hotel's performance.

Business
Communication

CONTENTS
Contents...........................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Communication skills present among the team...........................................................................1
Communication and cultural factors that breakdown communication........................................2
Actions that managers should take to improve communication of team.....................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Communication in business is known as the process sharing information among the people
within and outside the organisation. In other words, it can be said that company shares data and
important information in order to promote its products and to attract large number of customers.
Effective communication tools should be use at workplace so employees can exchange their
thought and opinions with others easily (Chen and et. Al., 2015). Glenmore hotel, which offer
various type of quality services to its customers to satisfy them and to retain them for long time
period is consider in this report for study. Communication skills present among the team
members working in Glenmore hotel and various elements which break down the process of
communication is given in this report. Further, things which can be done by managers to
improve communication at workplace is all mentioned in this.
Communication skills present among the team
Glenmore hotel is a leader in hospitality sector and one of the main reason behind this is
that it emphasis more on quality of products. A great team of employees work at Glenmore hotel
who work together to serve customers in better manner and to achieve set business objectives.
Good communication among all team members help Glenmore hotel to perform well. Various
communication skills present among the team members of Glenmore hotel can be understood by
the points given below:
 Taking notes: One of the feature and communication skill present among the team
members of Glenmore hotel is taking notes. Some individuals keep pen and paper with
them which help them in write down all important things. This help them in prioritise the
tasks and also ensure completion of all activities in time. Note taking is just a way of
summarising all the points which an individual hear and understand. Note taking aid to
communication and help a person to remember important things for long time period.
Importance of taking notes is that it improves focus and attention of an individual and
this help employees of Glenmore hotel to emphasis more on the important aspect of their
job.
 Listen with empathy: Mainly empathy refers to the ability of imagine what other
individual is feeling. This is another skill about the team members working Glenmore
hotel. It help individuals in understand about what other is saying or is talking about. This
help all chefs and restaurant staff to understand each other. Empathy not just help an
1

individual too understand other’s point of view but also help in communicate own idea in
appropriate way which makes sense to others. To make communication successful it is
very important for an individual to have empathy as this help in gain cooperation of other
team members.
 Respect each other: Communication is known as one of the most important aspect of a
human life. Communicate with respect is an important element which make
communication both effective (Kurniawan, 2018). All employees of Glenmore hotel
respect each other during communication process and this is the main feature which make
their communication more effective. Workers treat each other with kindness, courtesy
and politeness which ensure effective exchange of ideas and thoughts among each other.
This ensure execution of all business activities in appropriate manner and also bring
cooperation among all.
 Clarity about roles and responsibilities: Communication is known as the process of
exchange some thoughts and opinions with others and this is done for a specific purpose
(Reimann and et. Al., 2015) One of the skill of team members working in Glenmore hotel
is clarity about roles and responsibilities. Every individual is aware about his/her job
responsibilities at workplace and this bring cooperation among all team members and
help in offer quality services to all customers.
 Listening: Being is good listener is very important to be a good communicator. Listening
make an individual aware about the opinions and ideas of other individual and all this
help in take better decision. This is another communication skill exist among all team
members of Glenmore hotel. Every employee listen the view point of another individual
and this help in understands other’s point of view. ‘
All these are the main communication skills exist among the team members working in
Glenmore hotel which help in bring cooperation among the actions of all workers.
Communication and cultural factors that breakdown communication
Communication is known as one of the important aspect of every enterprise. This ensure
exchange of thoughts and ideas and help in make the workers aware about their job roles at
workplace. So many elements are there which hinder or breakdown the process of
communication. Like the same, so many cultural and communication elements are there which
2

breakdown the process of communication at Glenmore hotel which can be understood by the
points given below:
 Power distance: This factor define the extent to which people without power or less
powerful individuals of society, expect and accept that power is distributed. Countries
with low power distance superiors depend to employees or do discussion with them only
on specific issues. Subordinates also hesitate to do discussion with superiors. Opposite of
this in countries with high power distance, power remain centralised in organisation. In
these countries considerable dependence exist from employees to superiors. Countries
with high power distance show a pattern of division between counter dependence and
dependence.
 Time orientation: This factor reflect the preference of an individual towards past, present
and future. For example, American culture values emphasis more on future and they
believe that time is perishable so it must be used. In America there is a belief that future
is controlled and contribute to our shorter perspective. Opposite of this India is past
oriented and this cause Indians to focus more on long term commitment and traditions.
Time orientation largely affect the process of communication as the person who is future
oriented focus more to prioritise future tasks to achieve set goals. Opposite of this an
individual who is past oriented do not focus on future.
 Lack of Empathy: Display lack of empathy is a major barrier in communication and this
results in lack of understanding about what is being communicated to an individual. Lack
of empathy make difficult for an individual to understand what is communicate and this
also create hurdle in make others aware about own thoughts and ideas.
 Attitudes towards gender: Women and men are different from each other while relations
at workplace between gender has improved over the recent years. Communication style
between men and women are different and this sometimes create problem in break down
the communication process (Hirsch, 2017). It is very important for each individual to be
respectful of each other. For achieve effective communication between genders it is very
essential that everyone should feels safe while transfer their thoughts and ideas with
others.
 Direct approach: This is another element which may affect the process of
communication. When an individual use direct approach of communication then main
3

idea behind the communication such as recommendation and request remain on the top of
the document. Mainly this approach is used when target audience will be positive about
the message. This approach is not suitable or useful in every situation that’s why this
sometimes break down the communication process.
 Stereotyping: Process of developing a image of a culture, over generalising all
individuals who belongs from the same culture. An individual make a belief about a
specific group of people. Stereotyping can be done on various elements such as gender,
religion, race, nationality, age etc. Negative stereotyping create prejudices and influence
attitudes of an individual. Individual look that specific culture evil and treat all the
individuals same who belongs from the same culture. This is a big barrier in
communication process as people communication with other individuals with help of
some set assumptions in their mind.
 Listening process: Listening is an essential part of communication process or it can be
said that it is the element which affect the process of communication largely. Mainly
listening is a process of receiving, understanding, evaluating, remembering and
responding. Active listening is essential for effective communication as this provide
opportunity to individual to provide feedback. To make the process of communication
more effective, employees of Glenmore should focus more on the ways through which
they can improve their listening process which will improve the overall effectiveness of
communication process.
Actions that managers should take to improve communication of team
Effective communication contribute more in success and growth of company on the other
hand lack of proper communication create unnecessary delays and create conflicts among all
employees working in enterprise. Managers of company require to assure that there should be
proper communication at workplace so company can offer better services to its target customers
and can sustain in market for long run. For remove communication barriers, following are the
things which can be execute by manager of Glenmore hotel:
Training: To ensure effective communication at workplace, it is very essential that
employees should have adequate knowledge about various tools and techniques of
communication through which they can communicate with other easily. Managers of Glenmore
hotel can conduct training programmes for employees on continuous basis to make them aware
4

about the tools which they can use to communicate with other and to deal with other issues they
face at workplace. With this, employees of Glenmore hotel can understand how to react in
different situations in order to understand the ideas of other and make them aware about own
view points.
Changes in policy: Policy of company play a big role or largely affect the process at
workplace. Managers require to review and examine the company’s policy on timely basis in
order to do some improvements through which communication can be improved at workplace.
Managers can do some modification in policies of company through which employees can
interact with each other openly and can exchange their thoughts and ideas.
Team activities: As there are so many conflicts among the employees working in Glenmore
hotel which break down the process of communication (Boiarsky, 2015).In this situation,
managers require to conduct team activities so every individual can learn and understand more
about other and can better understand their point of view this will definitely improve the
effectiveness of communication process and in bring cooperation in activities perform by all
team members.
CONCLUSION
From the above given information, it can be summarised that communication is one of the
most significant element of every organisation and for its success. Open and effective tools of
communication should be used at workplace so employees can easily communicate with each
other and can also aware about their ideas. Some skills are there which should be there in every
member of teams working in company as this help in work well and also help in better satisfy the
needs of its customers.
5

REFERENCES
Books and Journals
Martin, A.D., 2015. The role of psychic distance in market entry sequence and channel partner
initiation: a study of New Zealand food and beverage SMEs: 156.799 Master of Business Studies
thesis, Massey University, School of Commuication, Journalism & Marketing (Doctoral
dissertation, Massey University).
Kurniawan, F., 2018. The Influence of Organizational Communication Climate on
Organizational Communication Satisfaction to Non-Profit Organization CIOFF
Indonesia. Bandung Creative Movement (BCM) Journal, 4(1).
Reimann, C., and et. Al., 2015, September. Innovation and Project Management in International
Distributed Teams. A Description of an Current Project Work. In European Conference on
Software Process Improvement (pp. 276-283). Springer, Cham.
Hirsch, G.K., 2017. Are the Curricula of Technical Commuication Programs Keeping up with
the Demands of Professionals and Employers.
Boiarsky, C., 2015, July. The impact of emailing and texting on effective written
communication: Changes in reading patterns, convergence of subgenres, confusion between
social and business communication. In Professional Communication Conference (IPCC), 2015
IEEE International (pp. 1-6). IEEE.
Chen, R., and et. Al., 2015. Generating websites and business documents from seed input. U.S.
Patent Application 14/488,115.
Thomas, G.F. and Stephens, K.J., 2015. An introduction to strategic communication.
Cardon, P.W. and Marshall, B., 2015. The hype and reality of social media use for work
collaboration and team communication. International Journal of Business Communication.
52(3). pp.273-293.
6