THE IMPORTANCE OF COMMUNICATION WITHIN …
THE IMPORTANCE OF COMMUNICATION WITHIN ORGANIZATIONS: A RESEARCH ON TWO 5 STAR HOTELS
IN ANTALYA REGION
Prof. Dr. CEML BOYACI e-mail: boyaci@trzm.akdeniz.edu.tr Dr. A. AKIN AKSU e-mail: aaksu@trzm.akdeniz.edu.tr Res. Asst. EBRU TARCAN e-mail: ebru@trzm.akdeniz.edu.tr Res. Asst. EDA ATILGAN e-mail: eda@trzm.akdeniz.edu.tr
Akdeniz University School of Tourism Administration And Hotel Management Campus/ANTALYA Tel.: +90 242 227 45 51 ( 101/ 115/ 117 / 118) Fax: +90 242 227 46 70
Key Words: Communication, information sources, interaction between employees and managers, five-star hotels.
ABSTRACT
As a feature of socially defined people, everyone is in communication with the others in the social context. Whatever the content is, individuals should exchange and share thoughts, news, in other words they should communicate (C?CELOLU, 1998, p. 12). In this regard, especially in organizations where formal and informal communication exists, "communication within organization" plays a vital role in structuring the organizational activities, objectives, company policies and strategies.
SECTION 1
1.1 COMMUNICATION
Communication can be defined as the exchange of an information, thought and emotion between individuals of groups, in other words, communication plays a fundamental role in balancing individual and organizational objectives (BOYACI, 1996, p. 3-5).
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1.2 TYPES OF COMMUNICATION Communication within organizations is classified into two groups as formal and
informal. The types of formal communication are "up to down", "down to up", "horizontal" and "cross" communication.
SECTION 2 2.1 AIM OF THE RESEARCH
The aim of this research is trying to explain the importance of communication in two 5 star hotels in Antalya region. In this respect, communication types, tools, sources, interaction between employees in different levels of hotels are investigated.
2.2 CONTENT AND METHODOLOGY OF THE RESEARCH This paper aims to find out real situation of communication levels. Because of its
touristic potential, Antalya region was selected as a sample. According to Regional Tourism Directory, out of 55 hotels in Antalya region, two 5 star hotels have been included in our research. Our research has started in March 2000 and finished in the middle of April 2000.
The questionnaire consists of 30 questions, all of which are close-ended. In this paper only the important results were shown. Questionnaires were answered by 65 employees consisting of 36 employees from different departments of Hotel X which is a member of a famous hotels chain and 29 employees from different departments of Hotel Y operating as a single organization. For statistical evaluation, SSPS has been used.
2.3 EVALUATION OF THE QUESTIONNAIRE: 2.3.1. Departments
Graphic 1 Graphic 1 shows a ranking of departments as stated by the hotels contacted:
Housekeeping (37%), food and beverage (21%), front office ( 15%), human resource and accounting & finance (11%), technical services ( 5%).
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2.3.2 Job experience
Graphic 2 Graphic 2 shows a ranking of employee's job experiences: ! 35 % of employees are working at the same department for more than 6 years, 31 % of
employees (for 1-3 years), 23 % of them (for 4-6 years), 6 % of them (for less than 6 months) ! 37 % of employees are working at the same hotel for more than 6 years, 35 % of them (for 1-3 years), 19 % of them (for less than 6 months). ! 36 % of employees are working with the same supervisors (for 1-3 years), 25 % of them (for less than 6 months), 19 % of them (for 4-6 years), 17 % of them (for more than 6 years), 5 % of them (for less than 6 months). 2.3.3 "Generally, where do you get information about your organization and other matters that affect your job?"
Graphic 3 Graphic 3 shows a ranking of information sources within the hotel as stated by the hotels contacted: Memos (25%), supervisors (14%), coworkers (13%), employee meetings with top management and documents reported to departments (12%), bulletin boards (9%), 674
E-mail and training possibilities (4%), workplace/staff meetings with boss (3%). This ranking shows a normal communications levels in the sampled hotels. In communication, written communication plays an important role as well as oral communication. At this context the rate of using bulletin boards, hotel newspaper, E-mail connection s can be increased.
2.3.4 "Where would you prefer to get information about your organization and other matters that affect your job?"
Graphic 4 Graphic 4 shows a ranking of information sources within the hotel in order of employees preferences: Memos and employee meetings with top management (16%), supervisors (14%), training (11%), documents reported to departments (9%), bulletin boards and coworkers (7%). This results again show the importance of written and oral communication within sampled hotels. According to employee's preferences information sources with the top three: memos and employee meetings, supervisors and training possibilities. 2.3.5. "How do you most often communicate with employees who work at the same department?"
Graphic 5 Graphic 5 ranks communication within own department with the top three: face to face (51%), telephone/mobile telephone (29%) and group meeting (9%).
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2.3.6. "How do you most often communicate with employees who work at the other departments?"
Graphic 6 Graphic 6 ranks communication with other departments with the top three: telephone/mobile telephone (45%), face to face (40%), and memos/note/fax (8%). Both in graphic 3 and 4 with little changes in the order, the most important communication tools are nearly the same. With its less importance, E-mail connections are also preferred because of its speed and economic aspects. 2.3.7. "How do departments most often communicate within each other?"
Graphic 7 Communication preferences according to departments Graphic 7 shows a ranking of a communication preferences according to departments: ! Food & Beverage; telephone/mobile phone (44%), face to face (40 %), group meeting
(8%), memos/note/fax and E-mail (4%). ! Housekeeping; face to face (41%), telephone/mobile phone (33 %), group meeting (15 %),
memos/note/fax (9%), E-mail (2%). ! Accounting & Finance: telephone/mobile phone (38 %), face to face, memos/note/fax,
group meeting, E-mail (%15). 676
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