Interpersonal Communication Problem
An interpersonal communication problem that I had experienced was during my internship at my workplace. This issue involved my colleague and the guests.
As a Guest Service Officer, my main responsibilities were mainly checking ins and outs and assisting with guests request. One day, I assisted with a tour group check in. The tour guide requested for a wake up call for his group at 5.45am as they have an early flight to catch two days later.
However, I heard wrongly and thought the wake up call was meant for tomorrow. Hence, I proceeded with the necessary arrangement. As i was in a hurry for a dinner appointment, I passed the message to my colleague and requested for her help to make the arrangement for the wake up call.
When I return to work the next day, my colleague was furious at me as she had received a few complaints from the guests. She explained that the guests were unhappy as the wake up call was not meant for that day. I felt so guilty that day as it was a mistake on my part and yet she bear all the scoldings.
If it was you, how will you have done differently to avoid such scenario?
Hi Tricia!
ReplyDeleteI felt so sorry for your friend on behalf of you. Being in the service industry for several years, I totally understand how you and she felt in that scenario. Personally, I have not worked at the reception desk, so I do not know what is the standard protocol for receiving a request.
In my opinion, I will repeat his request again after recording down in the system. If he requested it in the day time, I will notify my night shift colleagues to re-confirm his request at a later timing to minimise any mistakes. I would love to know if you took any actions to apologise for this incident.
**At least they did not miss their flight!
Regards,
Xenia
Hello Tricia!
ReplyDeleteI totally understand how you feel! Handling a group check-in can be very confusing and these mistakes are bound to happen. I guess if I were in your position, I would have written the timing and date for wake up call on the paper and ask the guest to sign for confirmation. This is one of the procedures in the hotel that I was working in and I believe it does help avoid such mistakes from happening. In addition, I would rather not pass the responsibility to my colleague and finish my tasks before leaving work. I'm sure your colleagues have done similar mistakes too, hope they were forgiving at that point in time. I agree with what Xenia mentioned, imagine the trouble if they missed their flight!
Best Regards,
Zakiyah
Hi Tricia,
ReplyDeleteThank you for sharing your experience with us.
While I have no experience in this area of the industry, I understand how guilty you must have felt for your colleague.
If I was in your position, I would have double or triple confirm and wrote down the details that were disseminated by the tour guide. I find that this is helpful in ensuring that you would not get the information wrong or forget about it. I would then pass the written note to the night shift colleague and ensure that he/she gets the information clearly.
Additionally, if you are still afraid that you have mistakenly heard the information wrongly or are unsure, I would suggest asking your other colleagues working at the reception desk if they had heard what he said.
I am looking forward to knowing your response to this incident!
Cheers,
Laura
Hi Xenia, Zakiyah and Laura
ReplyDeleteThank you for your thoughts regarding the incident that I have shared on my blog.
I appreciate all the comments that you have left and I agree with the thoughts that you have shared. Honestly, at that time, it was a mistake on my part. I could have been more vigilant and written down the details on a piece of paper as what you all have mentioned. I would double and triple check with the tour guide and made sure I did a follow-up on the incident.
However, at that time, I immediately apologise to my colleague for the mistake that I have made. I also did service recovery to all the affected guest. I gave an apology letter and a box of chocolate. Thankfully, my colleague was willing to forgive me and told me not to repeat the same mistake again.
Overall, this incident taught me the importance of good communication skill. I learnt to be a good listener and always communicate with my colleague if I have any doubts or tasks given to them. I would also talk things out with my colleague if there are any unhappy issues.
Best Regards,
Tricia
Commented on:
ReplyDeleteLaura
Zakiyah
Nadiah
Dear Tricia,
ReplyDeleteThank you for sharing this interesting scenario. In it you give a clear and concise description of the problem issue.
I'm happy to read all the feedback you've received, and I'm glad to see that you have elucidated on your follow up action. I just wonder how your action can be explained in terms of the frameworks (DRB, Thomas-Kilmann) that we discussed in class.
I appreciate your effort here.
Cheers,
Brad