Business Communication: Using Body Language to Overcome Language Barriers in a Hospitality Environment

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Business Communication

Topic: Using body language to overcome language barriers in a hospitality environment

Table of Contents

Introduction ................................................................................................................ 3 As a tourist travelling to a new destination ................................................................. 3 As a staff of a hospitality service provider .................................................................. 4 Examples of how body language can be used in such environment .......................... 5 Conclusion ................................................................................................................. 5 References ................................................................................................................. 6

Business Communication CW1

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Introduction This report is based on how nonverbal communication such as body language can be used within the hospitality environment when language becomes a barrier in the form of contact between the service provider and the guests. This highlights how a staff, who works within the hospitality industry who are usually seen on a daily bases dealing with certain number of guests who is unable to speak the local language.

These staffs must not only be able to notice the different body language that the guests are sending but to understand what each different body language means in order to provide the guests with the best service possible. This could involve the basic forms of interaction such as eye contact, hand gestures and the physical space between the service staff and the guests (Sana Rynolds & Deborah Valentine 2004, p. 77 – 90).

With studies have stating that a majority of communication done is non-verbal and the rest is verbal (Linda Lee-Davis 2007 p. 127), this could heavily affect the communication between the first contact between the guest and staff if the staff is unable to use body language to try and understand what was it meant for.

As a tourist travelling to a new destination With more and more tourist having the motivation of traveling to a different country for short break or long overdue holiday, the situation that they might face there is they might not be able to speak the local language and finding a local person that might speak the same language as them might be hard provide that these guests are in a group which have a tour leader together with them. (J Christopher Holloway 2009 p. 62 – 66)

Free independent travellers (F.I.T) who on the other hand usually travel alone or without guides, usually have to rely on hand signs and body language in order to get the message across to the local service provider’s staff for examples at the hotel and restaurants and hoping that they would be able to understand what the traveller is saying or tying to say.

Business Communication CW1

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Should a guest or traveller who know the certain information about body language and is being served by a front line staff, the guest would be able to tell if the staff is providing the guest with the quality of service and value that is expected of the organisation or the staff does not care about the service that he or she is providing.

As a staff of a hospitality service provider For staffs who are working in the hospitality industry especially as a front line staff in places such as boutique shops, hotels or restaurants which interacting with guests would be a daily part of the job. These staff would need to have a better understanding of the different types of body languages and what each of these different body languages represent so that the staff would be able to know how the guest or customer is feeling or reacting if the opposite party does not speak the language the staff speaks.

As a front line staff in such an industry, being trained to recognise certain body languages that the guests are displaying like nervousness or...
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