CommunicationThe impact of communication

Effective or non-effective communication can impact the experience of three groups of people within the hospitality industry - employees, customers and external stakeholders.

Employees

Effective communication

• When employees receive accurate written and verbal information they know what is expected of them. This allows them to work efficiently, reduces the risk of mistakes and the possibility of complaints. It also minimises time wasting due to misunderstandings.
• Written communication for staff, shared across departments will ensure that the needs of the customers are met. Positive feedback from customers leads to job satisfaction.
• Good verbal communication between staff through on-the- job training will help develop skills and share good practice. This helps develop professional confidence, mutual respect, positive working relationships and strong teamwork.
• Clear written communication of a company’s vision, goals, standards and practices reinforced through verbal communication, builds a sense of loyalty and belonging so employees feel enthusiastic about the business.
• Successful communication helps to minimise conflict within the business. Effective internal channels of communication provide opportunities for staff to express ideas and opinions. This may be done through regular meetings where staff have a verbal input or in writing in preparation for staff reviews.
• Staff who have been trained by the business may benefit by receiving tips from customers or a performance bonus based their ability to communicate effectively with colleagues and customers.
• A successful business creates job security but depends on goods, products, services and reputation, which is built when customers feel respected through effective communication from staff.

Non-effective communication

• Poor verbal communication during training can result in employees lacking confidence as they do not have a high level of professional skills required for their role. If this leads to mistakes the workload of colleagues may be increased and this can lead to tensions.
• Ineffective written communication e.g. when taking food or drinks orders can mean the wrong information is passed to the kitchen adding to the stress of producing high quality food.
• Poor verbal communication e.g. raised voices or an argument between staff may be overheard by customers which does not set a positive tone and may cause business to drop.
• Ineffective communication can damage morale as staff may become frustrated when jobs are not completed to a high standard.
• Employees may leave because they are unhappy. This may mean a high turnover of staff so it is more difficult to build teams and supportive relationships.