Student name: Kenza Bennouna
Student number: 13552757
Subject Name: People in
Subject Code: LB5205
Subject Lecturer: Dr Helan Gamage
Assessment task 2 : Reflective journal
Communication & Personal Communication Styles
Communication plays a key role in
human relations. Nowadays, it is important to have an effective communications
skills as a leader to understand their employees.
First of all, I’m going to show how
the understanding of communication may impact on various situations and concepts
of people in organization: values and ethics in a work place, our self-esteem and self-awareness, our
emotional intelligence, self-disclosure, motivation and work force diversity.
Secondly, I’m going to illustrate
these concepts with my personal work experience and therefore show the
importance of a good communication for a healthy and productive
Finally, I’m going to present some
recommendations/solutions to improve our communications skills in order to be a
good leader (total person approach concept).
1/ A good
communication improve our values/ethics . Therefore our character : including honesty, integrity and moral strength, reduce values drift .
On the other hand, it improves our empathy, trust and self-respect within a
« The world is composed of various personality types, all of which
affect how a person will listen » (Hamlin, 2006). A good communication
begin with the major factor : LISTENNING.
In fact, when i was doing my internship in the biggest hotel in Morocco (
Mazagan beach resort) all the major problems were due to internal
Despite numerous meetings on this subject, an email system, a professional
phone, communication at the Mazagan was
« lamentable ». I observed during my internship, a real
disinterest of the staff and
leaders concerning the importance of a
good communication. Of course, this affected the quality of the service and
therefore the customers satisfaction. We worked in an environment of over 200
hectares, with a customers very
difficult to manage. The communication needed
just to be sharp. Leaders wanted
and thought always that their ideas were the best and always tried to put down the
employees .Here, the listenning skills was just about leaders which created
TRUST issues and inequality between employees .
The e-mails coming from the general direction were in English, therefore
for those who had difficulties in foreign languages, the message was not well
deciphered and therefore the information was not well passed. This created
another human relationship issue : SELF-ESTEEM .
2/ A good and effective communication improve our
self-esteem . Therefore impact on the organisational context.
The empathy is the ability to
understand and share the feelings and emotions
Empathy increase our self-esteem and
self-awareness and therefore our total person approach.
In Mazagan Beach Resort, I could
totally noticed that there was a lack of empathy between leaders/managers and
Indeed, I noticed during my internship that people
worked individually and sought recognition from the President and CEO at the
expense of the work of others.
For example: We had to organize a coffee
break in one of the bars of the hotel. For lack of space, and not having
reserved space for the group. The manager of the restaurant firmly stated that
the person in charge of the event did not mention it. Out, the function sheets
were sent, and the event manager in person came 3 times to confirm with the
manager of the restaurant that a group of so many people at this time was
coming for a coffee break. Having made the mistake of not sending an email to
prove that it had been said. The event manager was wrong and had to go into the
office of the event director to explain the situation. In conclusion, the Event
Manager (trainee) was at fault for lack of written evidence.
This created a lack of motivation and
decrease the self-esteem of the trainee cause the leader couldn’t accept his
mistake and therefore accused the trainee . This leaded to a value-drift issue:
“The slow erosion of your core values over time – lying, abuse,
theft, or other forms of misconduct that you would not normally display but become
obvious when you are unhappy, disillusioned”(Doctor Helan, powerpoint).
3/ To improve
our emotional intelligence, a leader must have a good communication skill.
Beach Resort, there were clearly a lack of emotional intelligence from leaders
due to the lack of empathy towards their employees.
The hotel only
worked by mail. Unfortunately, emails were not always seems and read and often
the work was not done. But the biggest problem was that the own managers were
continually seeking friction with the managers, sending written reports to
senior management about the mistakes that were made. There was no team cohesion
and no help from each other. In the end, we were no longer trying to satisfy
the customer but to “kill each other” between employees, which is
really a shame for people with years of experience in this field.
can be seen in Maslow’s Pyramid, depending on the style of management, one can
know how successful it is. With a directive style, we see that the majority of
the staff will not adhere to this very authoritarian management, centered on
the quantified results and little in the relational and empathy. While on the
contrary, with a more delegative style, the staff will easily adapt because we
will not only in the relationship or in the results but in a happy medium that
will promote teamwork. According to an excerpt from Dale Carnegie’s book,
Making Friends, “Financial success would be due to 15% of professional
skills … and the rest, 85% would be due to the ability to express one’s
ideas, and generate enthusiasm for an audience. “(Carnegie,1990)
This book explains on 250 pages, that the fact
to be interested in others, to be sincere and to really concern oneself of
others will allow not only to have good relations (in the professional frame)
but especially of maliciously achieve its goals for its own benefit.
good organization means knowing how to work in a team, communicate, help each
other, have a good working atmosphere … in order to be always efficient.
However, the goal of most great leaders and managers is to improve results.
Annually, meetings are held to discuss numbers and percentages. If the figures
are unsatisfactory, the word “encouragement” is totally out of order.
Unfortunately, this is not the way to be a good leader.
to my humble opinion, to be a good leader is to be continuously creative and to
involve your team in this flow of ideas (brainstorming), to be sensitive to the
needs of your staff as they are the engine of the machine, and without them the
hotel could not work at all, it also means having the ability to project itself
on the future, to imagine a new organization, to have a new vision. It is also
about being able to lead people to their cause to achieve their goals, but also
to recognize the efforts they have made and the good work done. Finally, it is
essential for a leader to be patient and calm by putting aside all his problems
because a team needs a leader sure of himself to be able to follow him.
people are fortunate to have this leadership naturally because it is part of
their personality. Unfortunately, sometimes, power is not used wisely. The
perfect example is Ghenter, Mazagan’s managing director, who uses his natural
leadership to force people to move in his direction. He does not like working
in a team but prefers to be alone in making all the decisions. This kind of
person, often narcissistic, does not help to raise the business because he can
not get his team up and be followed and do not help to reach the WIN-WIN
communication skills impact also on our self-disclosure
(Source : Luft
& Ingham, 1955)
To increase a productivity and
effectiveness of a firm, it is important to have a self-disclosure.
of conveying and accepting feedback is interpreted in this model. A Johari is
represented as a common window with four panes. Two of these panes represent
self and the other two represent the part unknown to self but to others. The
information transfers from one pane to the other as the result of mutual trust
which can be achieved through socializing and the feedback got from other
members of the group. »
during my internship experience in Mazagan Beach resort, the concept of
Self-disclosure was completely missed.
For example, In
order to continually improve, I think it is necessary to share the problems
encountered with our superiors. How? Simply by organizing meetings with all the
managers to discuss the malfunctions, problems encountered in order to find
“OOPS” (“OOPS”) is a document that has been created to know
the problems of the customers, and to know what solution has been brought to
it. To fill it out, it is essential to specify with details the type of
“(= problems) and make a detailed data of the client (room number,
language spoken, arrival / departure). Therefore, depending on the solution,
the director can report comments and judge if the person has well taken care of
his client or not.
director was used to send this document to all departments even those not
related with the issue making all the employees aware of the incident.
employee who did this mistake was known publicly that he/she did a mistake .
was ashamed in front of all employees created a lack of confidence, motivation
and trust toward her/his leader and therefore impact on the hotel business .
The concept of
oops was for me a good idea but can’t be shared with all employees . In fact,
it has to be private between the employee and his leader.
The ability of
leaders to understand feedback and employees mistakes was low . Therefore,
instead of finding a solution of how to find a solution and to not repeat this
mistake, leaders were used to reject all the fault to the employees below them
creating a lack of MOTIVATION.
diversity and understand employees differences lead to an effective communication
and therefore increase the firm to reach its main goals
cultural and language barriers need to be overcome for diversity programs to
succeed. Ineffective communication of key objectives results in confusion, lack
of teamwork, and low morale.
resort is a hotel chain. Therefore, the hotel has international ,policy and
rules that need to be adapted in a Moroccan culture. Adapting these rules to
Moroccan employees was really hard cause Moroccan people generally resist to
For example, I
observed during my internship that the work in Morocco was a real challenge and
a difficulty in addition. The Moroccan staff is very helpful and smiling, but
unfortunately not very qualified and able to handle complicated situations. As
a result, requests are not made on time.
is the main criterion that will determine the performance of an establishment.
Here is how the duration can be perceived from the point of view of the
situation and from the point of view of the employee.
The faster I
solve the problem, the better it is
problem becomes a source of dissatisfaction
A problem that
lasts gives rise to a complaint
degree of urgency is the priority to evaluate
The leaders in Mazagan were used to
take time to understand employees issues cause they were focused only of
customers issues . Leaders were foreigners compare to the employees which were
local. So there was a lack of communication due to diversity.
Here employees and leaders resist to understand
others mentalities and cultures and did nothing to adapt themselves.
It is important to create an efficient
communication environment between all employees not only leaders. This will
result to a better agreement between employees and leaders.
As Dale Carnegie points out in his
book, there are fundamental techniques for “manipulating” people
without making them feel it. We are not talking about manipulative manipulation
techniques, for speculative, misleading purposes … but rather for the way to
rally people to their cause. For example, “let the other person think that
your idea is his,” and “talk about your own mistakes before
criticizing the other person” “Establish common ground and not
For this purpose, we can organize
staff meetings with the general management so that each one of them can give
their points of view and express themselves openly. Acknowledging his mistake
on the part of senior management will unify the team and establish agreements
To conclude, for a firm to work
properly it is important that its internal resources build communication skills
to build and strengthening relationships between employees.
In my experience in Mazagan Beach
Resort, I have noticed that lack of communication created a lot of issues all
related with each other : ineffective communication à lack of trust à decreased self esteem and disclosure à lack of empathy à lack of motivation à decrease the firm growth
However, it is possible to try it more
efficiently by using some simple methods by putting within the company:
Involvement: An involved and motivated employee
will tend and communicate easily. It is important that management ensures
transparency and communicates on everything that affects the company to involve
Adaptation to change: Resistance to change can cause a
real barrier to communication. This is why it is important to make him aware of
the interest of change rather than force him to do it.
In any case, promoting a good
atmosphere is the best way to avoid rumors and to install a favorable ground