In a two to three paragraph introduction, an anecdote, or a research finding that crystallizes the central concern of your study. Synthesize the literature you reviewed. Evaluate how your review supplements, enhances or contradicts the views of Cialdini, Fairhurst, or the authors of Difficult Conversations. (Remember, a synthesis is not a paragraph summary of single articles. Synthesis draws comparisons and contrasts between a variety of references for each topic discussed.) Discuss on how the literature enhances or contradicts the views of Cialdini, Fairhurst, or the authors of Difficult Conversations.
Reflect on insights you gained from your study for your professional development. In your conclusion, complete a “stakeholder analysis” of your classmates’ “cultural discourses” and professional goals. Address the class with artful framing of your concepts. Be guided by Fairhurst’s advice on pages 198-199.
According to Fairhurst (2008), a difficult conversation is defined as a situation where conversation is necessary to manage sensitive information and emotions of individuals while investigating complaints at work or dealing with personal problems. In other situations, where a difficult conversation may arise, include dealing with poor performance at the workplace, handling personality clashes and reassuring individuals so as to make them redundant. Effective communication is imperative in all spheres of life; from personal communication to workplace communication. Effective communication is defined as a communication where meaning is derived from the message conveyed by the sender and understanding occurs between two or more conversing individuals.
Communication is crucial for any entrepreneur, especially where a top-down management structure is applied to convey information and instruction to the employees (Fairhurst, 2008). In hospitality industry such as restaurants, communication is the key to attending to customers and offering quality services. In restaurants, a difficult conversation may occur in diverse situations such as dealing with customers’ complaints about food prices and poor quality services, and while building an efficient employer-employee relationship. Addressing poor performance among the employees gives rise to a difficult conversation. Successful restaurant entrepreneurs use effective communication as a tool for offering flawless services to customers and also ensuring they operate effectively. The food industry is a specialty that is affected by the type of communication between customers and employees and between employees and management.
The chaos that happens in the food service industry can only be solved by ensuring effective, well-practiced and cultured chain of successful conversation between workers and managers at all corporate levels. It is expected that chaos that results from the difficult conversation is solved through offering training to workers so that they can operate as a discrete unit, as the training on effective communication offers the insights regarding nonverbal and verbal communication practices. Regardless of the size of the food service business, an entrepreneur must exercise effective communication to avoid a difficult conversation that has been proven to have negative impacts on efficiency, sales and customer care service delivery in the food industry….