[PART 2 - SOLUTION] DESCRIPTIVE REFLECTION ON AN INTERPERSONAL COMMUNICATION ISSUE
As mentioned by Syafiq, service industry is one of the hardest industries due to the need to handle stressful situations in a service-oriented manner. After reflecting, I have taken notes on what I could have done instead.
Firstly, I should have controlled my emotions and stopped the argument without raising my voice. Letting my negative emotions cloud my mind would only lead to poor conduct of service. Secondly, I should have phrased my words better and have a two-way communication with "B" as mentioned by ChaoQun and HanYing. I should have asked her the reasons behind her actions and explained to her afterwards on the hostel's policy. Lastly, I should have gotten plenty of sleep the night before. By having a well-rested mind, I would have better assess the situation and control my emotions.
Therefore, being in the hospitality industry, I need to learn how to deliver the best service to my customers regardless of how challenging the situation might be.
Hi Kien Gee
ReplyDeleteYes, I would agree with your peers that a positive attitude, listening, empathy and managing emotions are key to handling complaints. It may be also be useful to also consider how the TKI model may assist in increasing your awareness of how different people communicate. Guest A
(obviously unhappy and willfully challenging the negative behaviour in the room , but confrontational with you as she is unable ot resolve it) & B ( somewhat passive, almost passive -aggressive to the negative action being inflicted in the room but blatantly aggressive until you raise the problem), and finally, on this spectrum, what type of behaviour did you display when taking this matter up with guest B, and how did you react to both when they got into an heated argument? Handling guest complaints and service recovery are not easy to manage, conflicting emotions require skills and training to address competently. I am sure you will grow in this area!