Communication Skills Listening in Interpersonal Influence

Question: Describe about the Communication Skills for Listening in Interpersonal Influence. Answer: Listening behaviour influences the overall leadership style and effectiveness. It is a proven fact that listening reaps both the relational and informational benefits, which makes the overall communication process more influential. In this context, Lolli (2013) stated that listening executes direct influence beyond the impact of the verbal communication process. Although the oral communication process builds a transparency and openness in the communication culture, listening generates the opportunity to exploit a unique behavioural characteristic after knowing the exact circumstance of the organisation. Considering the fact, the current essay covers the importance of listening to the hospitality employees, followed by the identification of five steps in the listening process. Also, a strategic recommendation has been made to improve the listening ability of the hospitality staffs. These recommendations have been made considering the outcome of the poor listening between the guests an d the reception guests. Listening mediates the positive relationship between each of the five dimensions of agreeableness along with the openness and influences. The verbal expressions can be changed based upon the degree of a listening parameter. Thus, behavioural actions can be modified based on the listening skills of the leader, and gradually organisational trust can be improved. Manhas sand Tukamushaba (2015) stated that identifying the need of the consumers builds a healthy relationship with the customers. On the other hand, Seyitoglu and YzbaÃ…Å ¸ioglu (2015) indicated that the improved customer satisfaction ratio, builds a positive brand image of the hospitality firm, which enhances the sustainability as well. Thus, keeping customers satisfied with the hospitality can be considered as one of the key performance indicators of the hospitality firm. However, it is found that poor listening fails to evaluate the actual need of the customers, thereby failing to meet the client loyalty index. Considering the fact, Grossmann (2015) stated that a good listener paid attention to the clients and used the information to improve the existing services. A good listener could find creative solutions to resolve the issues and develops ways to stay competitive in the global market as well. Furthermore, in the hospitality sector, the staffs need to be more responsive to create a unique identity among the other rivals. Thus, good listening skill can improve the responsiveness of the hospitality firm to customer needs. Hence, it can be stated that potential listening ability promotes creativity, improved morale, and provides the opportunity to create ideas that motivate the staffs and other stakeholders to improve the service quality towards the customer. The listening comprised of five steps such as receiving, understanding, remembering, evaluating and responding. Among these steps, understanding is the most critical task for the hospitality staffs. Supporting to this fact, Ames et al. (2012) stated that hospitality industry deals with cross-culturally diversified people, and it becomes difficult to understand the actual need of the customers. Thus, in a listening process, the most crucial part becomes understanding the message that is transmitted by the customers towards the hospitality staffs. Lolli (2013) also stated that listening is the way of encoding and decoding the information between the receiver and the sender, through which a two-way street communication is established. Maintaining eye to eye contact and executing patience to understand the others need is another crucial part of the listening process employed by the hospitality staffs. Supporting to this fact, Seyitoglu and YzbaÃ…Å ¸ioglu (2015) stated that taking notes and adequate follow-up is necessary for the active communication process. Managing clients in the hospitality domain have become crucial, and it requires adequate follow up on the overall communication process. Offering right solutions and asking frequent questions to clarify the actual needs could be considered as the key success factors in building a potential brand trust for the hospitality organisations. Thus, understanding the exact needs and responding to the identified needs can be considered the most critical for the hospitality staffs working in the global business environment. In the circumstance of the existing process, Cardon (2008) asserted that the staffs serving the hospitality industry require facing the speakers and maintaining the eye contact. In the hospitality industry, the staffs get the instructions for keeping a firm body language and creating an affirmative impact on the client by mitigating the expected demands. The communication skill has been identified as the most effective aspect of the specific industry. The customers are driven by the service standards offered by the hotels. Therefore, the body language of the staffs require being confident enough to convince the clients regarding the standards of service delivery (Kisslinger and Rost, 2009). A direct eye contact of the staffs often creates a positive impression on the prospects. This specifically ensures the opportunities that the organisation is considerably confident of mitigating its requirements with its effective service standards. Rost and Wilson (2013) also mentioned that the staffs are suggested to be attentive, but relaxed at the same time. It is essential for the staffs to be the active listener, yet at the similar point in time, the staffs need to understand the overall objectives of the conversation. Therefore, there is no point of keeping a fixed look on the speakers; rather it is important to have an interactive session. Thus, the staffs are highly necessitated to remain at a composed state and to introduce some logical statements to the conversation (Mikkelson et al. 2015). The specific action would lead to an interactive session, which would automatically increase the concentration level of the employees. Hence, it creates a direct impact on the employee listening skills as well. Keeping an open mind is a significant aspect of improving the listening skills. According to Leadership and Hoppe (2011), the staffs are required to listen to the subject matter of the speakers without keeping any kinds of judgemental criteria. As per the opinion of Cardon (2008), the moment an individual inbuilt a criticising attitude before listening to the exact subject line of the conversation, the person miss out the acute objective of the discussion. Therefore, the staffs in the hospitality industry need a proper training of enhancing the listening skills and understanding the content line of the conversation without jumping into any conclusion Furthermore, employees operating under the hospitality industry need to listen to the words of the speakers and visualise the content line in the imagery format. In the background of the latter context, Rost and Wilson (2013) determined that the above approach would create an audio-visual impact on the mindset of the employees, which would be comparatively easier for the employees to comprehend the subject line of the discussion. Hence, the prior process can be effectively hep the employees to dedicate the attention for a longer duration. The guests always expect a better service from the staffs of the hospitality industry. Therefore, in the majority of the firms, the staffs are provided with the adequate training module to increase the individual listening skills. According to Cardon (2008), an active listener often leads to being a proficient communicator, which enacts to be a revenue generator for the hospitality based enterprises. A sudden discrepancy in the listing skills often leads the employees to miss out the essential requirements of the clients. The specific action is the most demotivating factor, which frequently leads the enterprise to lose its potential client base. The present study evaluates on the significance of the listing skills over the employees operating in the hospitality industry. Evaluating the above statements, an inference can be drawn that the employees are highly required to maintain its attention towards the speakers and at the similar point in time remain in a composed state to identify the primary subject matter of the discussion. References: Ames, D., Maissen, L.B. and Brockner, J. (2012) The role of listening in interpersonal influence, Journal of Research in Personality, 46(3), pp. 345349 Cardon, P.W. (2008) Frontline employee communication, Business Communication Quarterly, 71(2), pp. 232233. Grossmann, C. (2015) 5 ways to improve staff communication in your hotel Available at: https://beekeeper.io/5-ways-to-improve-internal-communications-in-your-hotel/ (Accessed: 13 September 2016). Kisslinger, E. and Rost, M. (2009) Contemporary topics 2: Academic listening and note-taking skills (high intermediate). 3rd edn. White Plains, NY: Prentice Hall College Div. Leadership, C. and Hoppe, M.H. 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