Bsba
Improving Non-verbal Communication
Executive Summary
Hotel Srdiecko has noticed customer complaints about their personnel that they are rude and the clients did not feel welcome and comfortable in the Hotel. Srdiecko must not only handle these complaints, but also find the cause and solve the problem.
The external specialist from Thermal Wellnes Hotels, which Hotel Srdiecko is a member of their international chain, Matus Eperjesi, found out that the cause lays in the lack of non-verbal communication skills. Non-verbal communication is crucial in the field when customers come to close contact with personnel. It creates from 60-90% of the whole meaning of the sent message and therefore it is important to master in its parts. It is significant to understand the cultural differences, since people can react and perceive the message differently. Hotel Srdiecko is facing the problem how to solve these issues and what would be the best solution. It is obvious that Hotel's staff has to learn and get comfortable in this part of communication.
Possible solutions how to solve the non-verbal communication problem are:
1. Personal training
Employees will attend the course in Dual Training Centrum where they will learn what non-verbal communication is and how to use it real life and apply it to everyday work in the Hotel.
2. Monthly employee meetings
Another possible solution is to organize the monthly employee meetings where the principles of non-verbal communication would be explained. It can be done in two ways. Hotel will either send one or two managers to attend the course and they will then train the personnel or the other possibility is to invite the external lector from European Educational Institute that would do the same
3. Motivation programs
To continue, Hotel Srdiecko could start a motivation plan, where month without complaint would...
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