Project Synopsis Draft 1

Topic: How to Politely Decline a Request in Hospitality Industry

Introduction

Regardless of how narcissistic one is, there will always be situations where we are pressured to please others. We have all agreed to requests and subtle demands in order to not disappoint or anger the other party.

By doing so, we would sacrifice our own happiness and time for others’ by doing things just to get in their good books. Although it is commendable, however, there should be a limit to occasional favours and servitude. This issue is especially apparent in the hospitality industry, where we are constantly faced with different requests; from guests and our colleagues. In this study, the team will focus mainly on front-of-house communication between employees and suggest ways to reject requests from colleagues in a tactful manner. This skill is transferable, allowing the employees who are situated at the front-of-house to use it on guests as well.

Problem Identification

Having to deal with a rejection can be tremendously difficult. But something that many people find even more difficult is to be the one who has to reject.6 And so it happens that many of us accept obligations that we would have rather avoided. Sometimes we accept out of politeness, in other cases because we simply don’t know in what possible way to say no. Nonetheless, we always end up with dreadful responsibilities or massive amounts of extra work.

Purpose Statement

This study explores the most effective methods for declining a request from a colleague with tactfulness and courtesy.

Potential Solutions

1. Offer a lifeline

2. Don’t use facial expressions to express reluctance or demurral

3. Watch your tone and your body language
4. Do not soften the “no” (it gives the impression of ‘maybe I’ll change my mind)

Benefits

Declining a request from anyone politely yield multiple benefits. First and the most apparent benefit is the avoidance of the proposed request. A request must be declined with a purpose or reason in mind, and by successfully declining the request, this purposes or reason is fulfilled.

Secondly, after declining a request, options are opened for the request to be negotiated. The request may be proposed to someone else, or discussed for an alternate method of solution.

Lastly, one can avoid conveying negative emotions to the requester by declining with courtesy. By declining tactfully with courtesy, one is seen to be objective and non-bias against the requester. This promotes a better interpersonal relationship and opens up new possibilities of open communication.

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