The motive of writing this report is to investigate and understand how workplace communication can improve any business. Workplace communication is one of the key factors of any organization. Communication between different levels of employees and the employers cast a clear reflection on the business, the health of any organization. Not only that, communication increases the profitability of a business – the main concern of any organization. In the report, we are going to delve into the workings of such an organization and see how the notion of communication is affecting the business and upon further analysis, we will also see how this can be made better and what the factors we need to look into closely are. We will also see how in this particular case – in the case of the chosen restaurant – the communication within the workplace can make an impact on the overall service of the organization.
In this report there will be included a study of the communication effectiveness in case of the chosen organization. There we shall discuss how this particular organization sees this aspect of business management and we will also focus on the impact of communication effectiveness in this particular industry.
In this section, we discuss the important aspects of workplace communication in a specific context of the chosen restaurant. Soulfood is famous within its locality for their service that makes a difference. Their special care given to the quality of food, which they claim are entirely organic and homemade, makes them trustworthy. The menus are very carefully prepared and depend on seasonal produce and their availability in the market. Another important feature is that they require 48 hours prior to the order made. They are open to the challenge of last minute orders but predominantly they serve best if ordered priorly.
One of the mottos to succeed in restaurant and catering service is to serve properly. In case of restaurants like Soulfood, which focuses more on quality than quantity, it becomes essential that the requirements of the customers are properly taken care of. A robust communication among the employees is very much needed so that the particular idiosyncratic needs of the eaters are minutely met when the food is being cooked.
Time management in the workplace is a essential factor while serving the customers. A recent study has revealed some interesting information regarding the time space within workspace – how the employees have their different time spaces going on within one workspace and how one timespace overlaps another when one employee intrudes the work of another. This sort of timespace increases the risk of major miscommunication which may prove dangerous to the reputation of a restaurant (O’Conaill & Frohlich, 1995). Especially a restaurant like Soulfood that counts on each and every order and tries to serve the best quality eating experience, a miscommunication can result in losing the entire market.
Soulfood depends on fresh vegetables produced seasonally since their focus is on the organic food value of any dish. Another interesting aspect of this restaurant is they are more comfortable with prior orders and especially preparing lunches and dinners for regular customers. In cases like these, each customer’s tastes and preferences need to be met and for this reason, shopping becomes difficult. If communication technology is not strong enough, customers are bound to be dissatisfied as the restaurant cannot serve them according to their individual tastes. Seasonal vegetables are also variable in its productivity, so an employee has to have a good knowledge of the markets to get access to the fresh produce. Especially shopping becomes a challenging task when a last-minute order comes.
For delivery service, it is essential to communicate with the customers to avoid many inconveniences. There can be many situations which are at odds with both the service provider and recipients. In these situations, employees need to work together so that no issue is raised regarding poor quality delivery. Arriving and delivering on time is as important as delivering proper needs at one time. Miscommunication can result in going to the same place twice which is very cost ineffective on the restaurant’s part. Any meal consists of food which are ideally served hot as well as cold. To maintain its proper temperature, food must be delivered really fast, without any hassle finding the address and in the shape it came out from the chef’s kitchen.
A restaurant like Soulfood which wants to make a lasting impact on those who go to their restaurant, it is quite practical they will want to make the best of the opportunities like birthdays, anniversaries, and dinner dates. Even marriage catering and other social and family gatherings can be arranged. But the prerequisites to these kinds of services are manpower. At the same time, fine understanding of the needs and demands of the customers is also important. Cost effectiveness is also a great factor when business is concerned. Catering service relies a lot upon the service it provides. The only key to suave catering service is good communication among the employees themselves and also the communication with the clients. Catering service also involves a lot of people in one place. In such cases, many people are being served. As a matter of fact, the people are not directly concerned financially here since most of them are just invited to dine with the clients on a special occasion. In such cases, a small fault on the service provider’s part can be inflated and can be seen as a catastrophe (Waldron & Kassing, 2010). Thus, good communication skill is very essential. Other than that, special occasions are always taken as special by people, so they want it to be flawless and special in every aspect. It is a huge responsibility for any food serving service.
Language is one of the factors that can break and make all kinds of social barriers. Everything depends on language. Also, unspoken language reveals a great deal about something. The employees need to use proper language with the clients, they need to take the orders with proper etiquette and manners. This is the key to a good ambience maintained in a soulful restaurant. Soulfood is always keen on maintaining that. There should also be introduced a more personal and friendlier code of conduct when communication between the client and employee is taking place (Turner, Qvarfordt,Biehl, Golovchinsky&Back, 2010). If this is not introduced, then client will not prefer this over any other places. This will give the restaurant an edge over other restaurants. They have to earn the level of personal cook or private dining place. It is there business’ guiding principle as well – to make their clients at home in every possible way.
Workplace is a ensemble of different ranks of employees and also a set of employer. In case of service industries, there is also a external link to the clients which make the communication two-fold. One is internal – within employees. The other is external – between the workers and the clients. If any awkward situation breaks out, it needs strict guidelines to handle such a situations. The guidelines also have to be two in number. While one guideline will state the acceptable and unacceptable behaviors on the part of customers, the other guidelines will state how the employees will behave themselves within the working hours and workspace. The proper imposition of such rules and regulations will smoothen the business flow (Lutgen-Sandvik& Tracy, 2012). Otherwise it will hamper the entire business; it will ruin the ambience of the restaurant, and eventually downgrade the reputation of the restaurant. Workplace interruption can break out if the interest of any employee is not taken care of. This kind of situation should be nipped in the bud since such issues can lead to unionization and greater hampering of any organizational functions. Also interruptions can hamper the speed of the working, which in case of restaurants can prove to be fatal since everyone wants delivery on time – especially when they are looking forward to the dish after ordering it with so much expectation.
Restaurants and fast food industries rely a lot upon emails, phone calls and all sorts of media of communications. Proper technology is required to make everything fast.
Also, the official who is sitting behind the desk and receiving phonecalls has to be completely into his or her work to avoid any sort of miscommunication. There should also be introduced a more flexible, more shared space where each one will be communicated what they need to know without anyone being accountable for any miscommunication or lack of communication. This kind of practice can enhance the smoothness of working. It also lessens the risk of missing on something. This is especially important in these situatiopns where varied tastes and peferences need to be catered to.
In order for Soulfood to maintain its good name, they have to maintain their quality of food and service, for sure. But another thing is that they cannot restrict themselves to only that. They have to get out of their way to make indelible impression on the clients’ minds to ensure the next order. They have to make an impact. Only way to make that robust impact is to have to good team of employees, PR’s, and attractive offers. Each of them requires communication on several fronts (Keyton et al, 2013). They have to communicate also on social media, make themselves heard in different platforms like Facebook and Instagram. They can make nice videos of their environment and take nice photos and post them here and there to attract new crowd. All of these require communication of a supreme quality.
Employees should be well aware of the effective communications and its good side. They should be given a workshop by human resource managers who can state out clearly the benefits from communication in workplace. A well-functioning public relations team which can handle different social media platforms can enhance the reach of this restaurant and their creative ideas. A friendly voice behind the phone and friendly behaviour around the restaurant space in general can keep the impression high. A communication strategy should also be adopted by the employer in order to tackle workplace interruptions. A good communication in the kitchen can keep the disastrous situations away. Service based industries are also dependent on this. Hierarchical tendencies in workplace should also be kept on check. A sense of fraternity among the workers should be encouraged, employer should also not have an aura around her that makes her inaccessible. They also need to have a screening test based on all these values in a aspiring employee when they are going to employ for their restaurant.
Conclusion:
Soulfood have an extraordinary array of features which make them class apart from their contemporaries. But with these aspirations, there need to be certain aspects that need to be maintained with equal vigour. Communication in workplace is one such thing. There need to be special emphasis on communication since it can affect profitability to a great extent. Especially in restaurants like these that prefer to focus on quality and ambience over quantity, communication becomes one of the key roles to be played. Accessibility counts more than individual quality of the food, since that makes an ambience great. In our analysis, we have discussed all sorts of communication network and have discussed each of them in detail and how they affect workers. In discussing them, it can be seen that it also regulates many other aspects of a business – flow of work, speed of service, quality of service, outreach in society, and many other indirect issues which might go overlooked at first glance. Soulfood is a newly opened restaurant. In order to make themselves among the top restaurants in their locality, to make their service unique in quality, and food excellent in all respects, they need to focus on public relations for the time being. Communication needs more emphasis than any other aspects like expensive location, spending too much on technology or other unnecessary things.
References:
Keyton, J., Caputo, J. M., Ford, E. A., Fu, R., Leibowitz, S. A., Liu, T., …& Wu, C. (2013). Investigating verbal workplace communication behaviors. The Journal of Business Communication (1973), 50(2), 152-169.
Lutgen-Sandvik, P., & Tracy, S. J. (2012). Answering five key questions about workplace bullying: How communication scholarship provides thought leadership for transforming abuse at work. Management Communication Quarterly, 26(1), 3-47.
O’Conaill, B., &Frohlich, D. (1995, May). Timespace in the workplace: Dealing with interruptions. In Conference companion on Human factors in computing systems (pp. 262-263). ACM.
Turner, T., Qvarfordt, P., Biehl, J. T., Golovchinsky, G., & Back, M. (2010, April). Exploring the workplace communication ecology. In Proceedings of the SIGCHI conference on human factors in computing systems (pp. 841-850). ACM.
Waldron, V. R., &Kassing, J. W. (Eds.). (2010). Managing risk in communication encounters: Strategies for the workplace. Sage.
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