组织行为和公关费用：Hospitality Organizational Behaviors and Interpers

1.0 Excusive Summary摘要

这篇文章的主要目的是从反面案例典型来介绍的人际沟通能力的重要性。首先，该报告将引述其中在工作和学习期间所做的详细信息的相关的三个错误，并分析这些错误的原因。在第二部分中，将讨论三种沟通模式（香农 - 韦弗，波路，艾维），并引入例子，解释说明这三种沟通模式的具体应用。

The main purpose of this essay is to introduce the introducer of interpersonal communication skills from examples of errors. At first, the report will quote three mistakes in details which were made during working and studying, and analyze the cause and the reasons of these errors. In the second part, it will talk about three communication models (Shannon-Weaver, Berlo, Ivey), and introduce examples to show the problems identified in Part A could be avoided. Finally, it will introduce the importance of personal communication skills in working and studying and other aspects, and how to improve the skills for the individual.

 

2.0 Introduction引言
 

现代社会中人们对于生命，诚信，理解，和谐的追求是十分重要的，人们都在追求幸福，但追求幸福需要从团结互助和人际关系开始起步，人际交往在社交中的作用越来越明显。

In modern society, people are pursuing high quantity life, the good faith, understanding and harmony is very important (RDG, 2009). The pursuit of happiness needs the help from the unity and mutual aid and the progress of interpersonal relationships increasing. So the importance of the interpersonal skills becomes more and more obvious during the increasing communication between people in close (Croucher, 2008). But in daily lives, people are also committed a lot of errors in the communication progress, what is more important for the young is how to minimize the mistakes or even do not make mistakes and what will be the experience gained in the wrong.

 

3.0 Situation Analysis形式分析

 

In this section, identify and describe three examples where I have failed to communicate effectively in my daily life.

A. I do part-time work in Esquires coffee near my university, as a service, it is frequently to communicate with the customers; however, there is one thing deeply impressed me. One evening, a tall man walked into the coffee house, I walked over to him and when I asked him what would he need, his mobile phone rang, he answered the call at the same time his finger was pointing to cappuccino on the menu, when I was bout to leave to get the coffee, he did a V-gesture to me with the smile on his face. I guess he should need two cups of cappuccino; his friend whom he was talking to on the phone was coming, so I left quietly. When I put the two cups of cappuccino on the table in front of him, he looked at me with full of puzzled expression on his excited face. I felt there should be something wrong with my understanding of his gesture. I went forward and tell him my understanding of gestures, he laughed, and some dumbfounding. He told me at last that the V-gesture and the smile on his face was for his wedding, because his fiancee agreed to his proposal, his V-gesture was for his proposal, and the smile was for the agreement. After said “I would like to congratulate you and wish you a happy future”, I left silently with a cup of cappuccino. In this matter, I learnt that I failed to seize the object of people concern. This is the cause of the misunderstanding.

 

B. At the self-introduction party after we just entered the Auckland University of Technology, a few students who had common language with each other sat in a circle and: I am also much honored to a member of them. When it was my turn to introduce myself, I talked from my name to my family, from my hobby to my country, I talked too much, when I mentioned the Chinese food, most of the audience are very interested. The atmosphere is rather intimate and harmony, but when I continued to say that most Chinese people loved to eat pork, some of my classmates walked away quietly with despondently. Later I was informed that they are Israelite and their ancestors were Jewish, they continued the habit of eating no pork and even taboo the “pig” word. Though we become good friends now, I learnt that I failed to seize the personality and characteristics of the individual in this matter. This is the cause of the misunderstanding.

 

C. Last summer, when I was going window-shopping far away from my school, I found a T-shirt which was my favorite type, but when I was about to pay for it, I found the cash in my wallet is not enough for the payment, I left crestfallen. The next week, I heard a fellow student was going there; I was very exciting to call him and requested him to buy it back for me. I told him that in the Wild Pair, there was a t-shirt which I liked very much, the obvious feature of it was there was a sun in the chest of the T-shirt, he promised to bought it back for me. When the phone was hanged off, I was very glad to waiting for Jason and brought the T-shirt back for me. But when he got back and showed me the T-shirt, I am very surprised to see a different style T-shirt with a sun logo in the chest. It is not the one which I wanted to own, the one with the spells S. U. N. was right. In this matter, I learnt that I used the wrong contact style and did not express exactly. This is the cause of the misunderstanding.

 

This model is the most commonly used modes in the low-level communication. So it is widely used in the daily life, and it is similar with the human community. And it is also able to provide an influential definition communication which is counter-intuitive, in the first errors in section A, it is very similar with the counter-intuitive, the body language of the customer was not to express the same as what was seen. So if pay more attention to what the information sender really wants to express, this kind of error can be avoided.

 

In this model of communication, flexible is the biggest advantage and the content of the message is the central part as well as the receiver is the central part of the communication progress (Shkaminski, 2009). In the third error of part A, the man who will buy the T-shirt for me is the central part, and the S. U. N is the central part of the message, so if expressing the central part clearly, this kind of errors can be avoided easily.

 

In this model, the coverage of communication styles is broad and it consistently exceed the need of the requirements (Tanke, 2000). It is easy to get information from the print, the speeches, the media, if the cultural backgrounds and customs of the audiences could be known in advance, this kind of errors can be avoided as the second error in section A.

 

1. Seize the opportunity to speak; accurate attention to the concerns of information issued by the object of communication errors can be avoided, this can avoid the first error in the section A;

2. Correctly understanding the information of the Sender, such as the Cultural background, the habits and hobbies. This can avoid the second error in the section A;

3. Choosing the right is conducive to the communication. If the method was chosen properly, the third error can be avoided;

4. Do not believe the rumors can avoid unclear dispute;

5. Communication in writing can avoid the oral errors and uncertainties;

6. Singing is better able to express the meaning of welcome.

 

Communication is the necessary means of the message exchanging between people, no one is inseparable from social communication. If one is a sales staff, he need to sell his product, it is necessary to communicate effectively with customers (Smith, 2009). If one is a middle-level manager, in order to completed task, it is essential to use good communication. If one is the customer service staff in a company, good communication is the key to dealing with customer relationship with company. In the daily life (Wheeler, 2005), parents and children also need to communicate effectively; husband and wife also need good communication in order to enhance feelings of each other (Hayes, 2002).

 

With the development of the society and the diversification of forms of communication, the number of communication styles in daily life is increased with the communication diversity. So the communication skills also need to follow the communication development. That is a challenge especially for the young.

 

4.0 Conclusion结论

Of course, communication is a science and an art, good communication skills with each other allows people to have a good empathy so that people get the information they want, enhance mutual understanding, so that the two sides reached a consensus in the ease of mind. However, in the communication, if the two sides did not resonate, they said that they are always right, as the results the intended purpose will certainly be not to achieve. People also need to advance with the times to learn new ways to communicate and learn the new skills of communication.

 

References:文献参考

Croucher, (2008) Employee Communication, retrieved on 18th May 2009, from:

Hayes, J. (2002). Interpersonal Skills at Work, 2nd edition, UK: Routledge.

RDG (2009) Interpersonal skills, retrieved on 18th May 2009, from:

Shkaminski (2009) Communication Models, retrieved on 18th May 2009, from: 

Smith, M. (2009). The importance of interpersonal skills, retrieved on 18th May 2009, from:

Tanke, M.L. (2005). Human resources management for the hospitality industry,2nd edition, Cengage Learning, U.K#p#分页标题#e#

Wheeler, P.A. (2005). The Importance of Interpersonal Skills, retrieved on 18th May 2009.