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Overview

Have your ever felt you just weren’t getting your ideas across to a co – worker? Have you ever found your mind wandering as someone spoke with you? If either of these situations sounds familiar, you’ve experienced a breakdown in communication. Communication is the successful exchange of information from one person to another. Good communication is vital to your success as a supervisor in the hospitality industry.

The good news is that anyone can learn to communicate better. Communication is a still. And like all skills, good communication requires practice. With desire and hard work, you’ll gain enormous benefits. A good supervisor is a good communicator. If you set for yourself the goal of being a good communicator and work at it, you’ll improve your ability as a supervisor. Remember, the supervisor is the most important link in a property’s communication process.

As a supervisor, you communicate with many different people: guests, owners, management, fellow supervisors, and the employees who work for you. As we discuss communication in this book, we’ll generally refer to your interacting with the employees who work for you. However, the very same skills apply to all your work – related communication situations.


Case Study: 01

At the Seasons Inn . . .

Bala is waiting in her supervisor’s office. She has come to talk with Manoj about a problem concerning next week’s staff schedule. Just after Bala arrives, Manoj receives a phone call. He has an angry exchange with the caller, slams down the receiver, and storms out of the office, muttering to Bala, “wait here!”

“What a rotten time to have to bring this up,” Bala sighs. “He’s in a lousy mood.”

When Manoj returns, it’s clear he’s still angry. He throws his clipboard on his desk and does not look at Bala, but asks reduly, “What do you want?”

As Manoj shuffles through some papers on his desk, Bala says, “Several weeks ago, I asked for next Saturday off for my sister’s wedding, SIr. I just looked at next week’s schedule and I’m working on Saturday.”

Manoj stops his paper search, glares at bala, and shouts, “you said you needed the third Saturday off, and I gave it to you. The third Saturday of the month is the 20th”.

“I meant the third Saturday from when we were talking. I need the 13th off,” Bala sighs. “This is terrible. Can we do something about it?”

Manoj leans back, covers his eyes with his hands, and replies sarcastically, “No problem, Bala. I’ll be happy to rearrange the schedule to suit your family’s needs.”

What do you think?

Respond to each statement below by Saying True / False.

True / False

1. We communicate only when we want to communicate.

2. Words mean the same thing to both speaker and listener.

3. We communicate chiefly with words.

4. We believe what a person says, not boar he or she says it.

5. Communication is a one – way flow of information from the speaker
to the listener.

For More Case Studies like this Refer the Attachment


Attached Files
File Type: doc Communication Handbook with Case Studies.doc (128.0 KB, 4758 views)

Dear mhmd sir, Thank you so much for such a gr8 contribution... Am about to start with communication case studies n ur contribution vl b very useful for my students. once again thanx Kalyani
Thnks for ur contribution towards communication SKILLS i really appreciate ur effort LOOKING FURTHER MORE MATERIALS FROM YOU..
excellent presentation especially for those who are teaching communication skills and those aspiring to bruce up the skills of communication.
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