Quality of Interpersonal Interactions at the Front Desk Department at the Griffith Hotel

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Interpersonal Communication 2 Executive Summary The quality of interpersonal interactions at the Front Desk Department at the Griffith Hotel is poor as evident in the recent complaint by Mr Branson. Other examples of poor interpersonal interaction at the department include ineffective autocratic leadership, weak mentoring relationships, lack of goal congruence, frequent use of formal communication media to admonish subordinates, and a tense working environment. The main problems leading to this situation include a lack of positive downward and horizontal communication, ineffective coordination among various units of the department, such as the night shift and the day shift, and a general absence of empathy among employees. Research shows that empathy can contribute positively to emotional well-being as well as improved levels of customer service by sensitizing employees to the needs, thoughts and feelings of co-workers and clients. It can also promote personal emotional well-being. Empathy is therefore a necessary skill to be developed in managers as well as front-line employees. With a high level of empathy, MS Samantha would have been able to understand the annoyance and frustration of Mr Parsons and would have treated with greater courtesy and concern for his comfort. She would have used appropriate verbal and nonverbal means to satisfy his requirements. The department can avoid such incidents by developing a set of mutually shared values for customer service,

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