People management can be defined as the process of controlling and monitoring individuals. The concept of people management is widely used in organizations where the manager's most important task is to manage people. In order to increase the efficiency of the people the manager has to lead, motivate and inspire people. Sometimes rules are defined to manage people like time lines, duties etc. In order to manage the people Human Resource Departments are established in the organizations. These departments are specifically responsible to deal with people of organization.
Q1.
Explain the communication process and some common forms of communication use in hospitality and tourism industry.
Definitions of Communication
There are various definitions of communication, and in a moment I will give you three of them. They are not all the same, but they mostly only differ in fairly minor ways. The word itself is derived from the Latin verb communicare, which means "to share" or "to make common". That derivation provides one half of the English meaning of communication.
Three Simple Definitions
· Communication is the sharing of information
· Communication is the giving and receiving of messages
· Communication is the transfer of information from one or more people to one or more other people
Introduction to communication process
A Communication Process, or Communications Management Process, is a set of steps that are taken every time formal communications are undertaken in an organization. A Communications Process is undertaken as part of Communications Management and helps to ensure that your stakeholders are kept regularly informed. For example as part of the project life cycle, the team implement a Communication Process to make sure that the entire team is kept informed of the status of the project.
Communication can best be summarized as the transmission of a message from a sender to a receiver in an understandable manner. The importance of effective communication is immeasurable in the world of business and in personal life. From a business perspective, effective communication is an absolute must, because it commonly accounts for the difference between success and failure or profit and loss. It has become clear that effective business communication is critical to the successful operation of modern enterprise. Every business person needs to understand the fundamentals of effective communication.
Process of loran
Transmitter à Message à Receiver
Transmitter
A person or group of people who send the message to sender
Ideas & feelings
Encode to transmit
Need to use the selected media to transmit.( written )
Message
Ideas that has been encoded and form into message.
Simple and easy to understand.
Require knowledge and experience.
Objective of message.
Receiver
The person who receive the message.
Interpretation a assigning meaning according values.
Decoding.
Feedback.
Failure.
Process of communication
An information source. Presumably a person who creates a message.
The message, which is both sent by the information source and received by the destination.
A transmitter. For Shannon's immediate purpose a telephone instrument that captures an audio signal, converts it into an electronic signal, and amplifies it for transmission through the telephone network. Transmission is readily generalized within Shannon's information theory to encompass a wide range of transmitters. The simplest transmission system that associated with face-to-face communication has at least two layers of transmission. The first, the mouth (sound) and body (gesture), create and modulate a signal. The second layer, which might also be described as a channel, is built of the air (sound) and light (gesture) that enable the transmission of those signals from one person to another. A television broadcast would obviously include many more layers, with the addition of cameras and microphones, editing and filtering systems, a national signal distribution network (often satellite), and a local radio wave broadcast antenna.
The signal, which flows through a channel. There may be multiple parallel signals, as is the case in face-to-face interaction where sound and gesture involve different signal systems that depend on different channels and modes of transmission. There may be multiple serial signals, with sound and/or gesture turned into electronic signals, radio waves, or words and pictures in a book.
A carrier or channel, which is represented by the small unlabeled box in the middle of the model. The most commonly used channels include air, light, electricity, radio waves, paper, and postal systems. Note that there may be multiple channels associated with the multiple layers of transmission, as described above.
Noise, in the form of secondary signals that obscure or confuse the signal carried. Given Shannon's focus on telephone transmission, carriers, and reception, it should not be surprising that noise is restricted to noise that obscures or obliterates some portion of the signal within the channel. This is a fairly restrictive notion of noise, by current standards, and a somewhat misleading one. Today we have at least some media which are so noise free that compressed signals are constructed with an absolutely minimal amount information and little likelihood of signal loss. In the process, Shannon's solution to noise, redundancy, has been largely replaced by a minimally redundant solution: error detection and correction. Today we use noise more as a metaphor for problems associated with effective listening.
A receiver. In Shannon's conception, the receiving telephone instrument. In face to face communication a set of ears (sound) and eyes (gesture). In television, several layers of receiver, including an antenna and a television set.
A destination. Presumably a person who consumes and processes the message.
Common forms of communication use in hospitality and tourism industry
Laws of communication
It is not what the transmitter says, or intend to say, that is true or important, but rather what the receiver understands to be true or important.
If the receiver misinterprets the transmitter's meaning the transmitter is at fault.
Role of individual
Perception
Good communication skill - knowledge and experience.
Listening skills -concentrate -listen intelligently.
Barriers of communication
Omitted information.
Human emotion.
Environment.
Information overload.
Timelines.
Supportive communication skill steps
Focus on the issue.
Balance you verbal & non-verbal message.
Validate the other party.
Link your statement.
Own your statement.
Active listening.
Use descriptive words rather evaluative words.
Listening
Good comm. process => listening skills. To have effective listening skills.
Appropriate body language -eye contract -gesture -posture
Concentrate.
The speaker speaks slowly.
Group's consideration
In common & interpersonal interactions.
Meeting skills. -pace the meeting correctly
Minting
Agenda.
Participants.
Agenda-in order.
Participants => supportive comm.
Conclude the meeting.
Organization considerate in communication & interpersonal interaction
Within organization.
Outside organization.
Formal communication
Comm. that is designated reporting relationship within the organizations.
Informal communication
Comm. takes place outside the reporting relationship with the organization.
Manager communication
with employee (inverted pyramid)
with customer & suppliers.(Quinn's approach)
Conclusion
Importance of Communication in an Organization
Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of an organization.
It is not possible to have human relations without communication. However, good and effective communication is required not only for good human relations but also for good and successful business.
Effective communication is required at various levels and for various aspects in an organization such as -
For manager - employee relations:
Effective communication of information and decision is an essential component for management-employee relations. The manager cannot get the work done from employees unless they are communicated effectively of what he wants to be done? He should also be sure of some basic facts such as how to communicate and what results can be expected from that communication. Most of management problems arise because of lack of effective communication. Chances of misunderstanding and misrepresentation can be minimized with proper communication system.
For motivation and employee morale:
Communication is also a basic tool for motivation, which can improve morale of the employees in an organization. Inappropriate or faulty communication among employees or between manager and his subordinates is the major cause of conflict and low morale at work. Manager should clarify to employees about what is to be done, how well they doing and what are can be done for better performance to improve their motivation. He can prepare a written statement, clearly outlining the relationship between company objectives and personal objectives and integrating the interest of the two.
For increase productivity:
With effective communication, you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible, you can also increase production at low cost.
For employees:
It is through the communication that employees submit their work reports, comments, grievances and suggestions to their seniors or management. Organization should have effective and speedy communication policy and procedures to avoid delays, misunderstandings, confusion or distortions of facts and to establish harmony among all the concerned people and departments.
Importance of written communication:
Communication may be made through oral or written. In oral communication, listeners can make out what speakers is trying to say, but in written communication, text matter in the message is a reflection of your thinking. So, written communication or message should be clear, purposeful and concise with correct words, to avoid any misinterpretation of your message. Written communications provides a permanent record for future use and it also gives an opportunity to employees to put up their comments or suggestions in writing.
Q.2
Motivation is the key to keeping performing continuously at the highest standards. How organization motivate their employees to excel at their work.
Introduction to motivate employees
Closely related to employee satisfaction and morale, employee motivation may be considered both an action and a status. The action occurs when management takes steps to foster a work environment where employees are self-driven to perform their job tasks at a level that meets or exceeds management's standards. Employee motivation as a status simply describes the degree to which management succeeds: employees are relatively motivated or unmotivated when measured against one or more performance gauges.
There are a host of competing ideas-among both scholars and lay people-about what motivates workers. Most of these ideas focus on the types of rewards employees derive (or at least expect to derive) from their jobs and, in particular, intrinsic versus extrinsic benefits. Intrinsic rewards are those that stem from performing the work itself. They can include, among other things, feeling important or successful, learning valuable skills, and enjoying the outcomes of completed work (e.g., helping other people, pioneering new technology). Extrinsic rewards, on the other hand, accompany the work process but aren't directly part of it. The most common are financial compensation and benefits such as health insurance and paid time off. Many modern theories of employee motivation emphasize intrinsic rewards as being central to the motivation process, while extrinsic rewards are often seen as necessary but not sufficient.
5 types of basic of motivating employees
1. Motivating employees starts with motivating yourself (MG)
It's amazing how, if you hate your job, it seems like everyone else does, too. If you are very stressed out, it seems like everyone else is, too. Enthusiasm is contagious. If you're enthusiastic about your job, it's much easier for others to be, too. Also, if you're doing a good job of taking care of yourself and your own job, you'll have much clearer perspective on how others are doing in theirs.
A great place to start learning about motivation is to start understanding your own motivations. The key to helping to motivate your employees is to understand what motivates them. So what motivates you? Consider, for example, time with family, recognition, a job well done, service, learning, etc.
2. Always work to align goals of the organization with goals of employees
As mentioned above, employees can be all fired up about their work and be working very hard. However, if the results of their work don't contribute to the goals of the organization, then the organization is not any better off than if the employees were sitting on their hands -- maybe worse off! Therefore, it's critical that managers and supervisors know what they want from their employees. These preferences should be worded in terms of goals for the organization. Identifying the goals for the organization is usually done during strategic planning. Whatever steps you take to support the motivation of your employees (various steps are suggested below), ensure that employees have strong input to identifying their goals and that these goals are aligned with goals of the organization.
3. Key to supporting the motivation of your employees understands what motivates each of them
Each person is motivated by different things. Whatever steps you take to support the motivation of your employees, they should first include finding out what it is that really motivates each of your employees. You can find this out by asking them, listening to them and observing them.
4. Recognize that supporting employee motivation is a process, not a task
Organizations change all the time, as do people. Indeed, it is an ongoing process to sustain an environment where each employee can strongly motivate themselves. If you look at sustaining employee motivation as an ongoing process, then you'll be much more fulfilled and motivated yourself.
5. Support employee motivation by using organizational systems (for example, policies and procedures) -- don't just count on good intentions
Don't just count on cultivating strong interpersonal relationships with employees to help motivate them. The nature of these relationships can change greatly, for example, during times of stress. Instead, use reliable and comprehensive systems in the workplace to help motivate employees. For example, establish compensation systems, employee performance systems, organizational policies and procedures, etc., to support employee motivation. Also, establishing various systems and structures helps ensure clear understanding and equitable treatment of employees.
MOTIVATION TOOLS
The methods of motivating employees today are as numerous and different as the companies operating in the global business environment. What is the nature of the company and its industry? Is it small or big? What kind of culture is fostered? Is it conservative or innovative? What is important to the employees? What steps have been taken to find out? The best employee motivation efforts focus on what employees deem to be important. It may be that employees within the same department of the same organization will have different motivators. Many organizations today find that flexibility in job design and reward has resulted in employees' increased longevity with the company, increased productivity, and better morale. Although this "cafeteria-plan" approach to the work-reward continuum presents variety, some strategies are prevalent across all organizations that strive to improve employee motivation.
Motivation at work group
Important to establish effect and productive work group
Group influence - subordinates, peers & superiors Hawthorne studies.
Employees need go beyond simple remuneration
Informal work group => powerful influence.
Social need through interaction with others.
2 implications
Intrinsic reward
Work environment
Equity theory - process theory (how)
Idea that people are motivated through fairness & consider the social value.
Try to increase reward.
Doing less work. ( Under reward)
Getting other to do the work.
Want to work harder
Taking a pry cut (Over reward)
Trying to get more reward
The equity theory believes that
Managers to understand their employee perception
Reward - fair.
Clear objective.
Work environment that effect productivity
1. Job enrichment
Vertical expansion of jobs, raise motivation by making work more interesting
Allow workers to control the planning, execution & evaluation of their job
Advantages
complete activity
Increase freedom
Independence
Increase responsibility
Provide feedback
Good job enrichments
Forma work group and allow employee to work together
More responsible
The right to organize their work
Delegate with more responsibility
2. Job redesign
Doing it better by doing it differently ( improve the job design)
Time & motion studies (how the work is going to be carried out)
Observed shortcoming
Most knowledgeable (to do the work)
3. Scanlon plan - reward system
- Create reward system.
Reinforcement theory (organization level)
Both content & process theory => operant conditioning theory =>behavior can be controlled through effective use of reward
Types of behavior
Positive reinforcement (desired reward to desired behaviors
Avoidance (unpleasant consequences)
Extinction (with holding of response)
Punishment (undesirable consequences for undesirable behavior)
General guideline
Determine the needs and ensure the needs
Establish motivation program
Review the program
ensure performance requirement
Conclusion
Why is employee motivate important
Employee motivation can be the difference between success and failure for your business. Encouraging employees to behave as if they are owners of the company has proven to be a successful strategy for business growth. At the other end of the spectrum, canned employee motivation programs often lead to a lack of motivation because they lack the personal touch that shows an individual employee that you care.
It doesn't matter what product or service your company provides. If your employees are not motivated to meet your needs, they won't.
