Descriptive Reflection on an Interpersonal Communication Issue (Solution)

Reflecting back at the incident and based on the advice given by Rachel and Jia Yun, I feel that I should have handled the situation better. I could have communicated more effectively to her and used the “accommodating” mode in the Thomas-Kilmann Conflict Model.

I should have checked with my colleague if I could send the guests over to her before I directed them over. I should have also explained to her that I was on mid-shift and was closing my cashier as she might have forgotten that I was on mid-shift.

In addition, I could have adopted the “accommodating” mode to handle the situation, which is helpful in times to preserve a positive relationship with the other party or create goodwill. Therefore, I could have helped to cover for my colleague by handling the two guests while she was replying to the guest’s email as it would probably only take around 10 minutes of my time.

After all, it is important to maintain a good relationship with your colleagues in the hotel as teamwork is really important. This could be done through effective communication and being accommodating to your colleagues where applicable.

(193 words)

Descriptive Reflection on an Interpersonal Communication Issue (Problem)

An interpersonal communication issue occurred to me during my industry attachment at Pan Pacific Singapore as a front desk agent. The hotel was running at high occupancy that day, hence I was placed on mid-shift despite being placed on morning shift the following day.

I started closing my cashier alone as the rest of my colleagues were on afternoon shift and they would end work three hours after me. It was already 8.30pm, which was later than the standard timing for mid-shift to close their cashiers. I was really tired after a busy day and the thought of an earlier shift the following day. As I was closing my cashier, I directed two guests who approached me to another empty counter where my colleague was.

She was upset about it and reprimanded me for directing the guests to her as she was replying a guest’s email. I remember her saying that I should have served the guests instead. I felt a little upset but after I thought about it, it might be because she forgot that I was on mid-shift or she was feeling stressed. What do you think I should have done or said when she reprimanded me?

(199 words)