Project Synopsis Draft 2

Title: How to Politely Decline a Request in the Hospitality Industry?

1. Introduction

This report will address an interpersonal communication problem within a hotel industry. The team has chosen to explore methods on how one can decline a request politely, be it from the guest or their bosses.

1.1. Workplace Context

The nature of work within the hotel industry is highly labour intensive and has increasingly harsh environmental demands imposed on it (Sampson, 2014). Employees working in the hotel face challenges that include tough deadlines, unexpected challenges from guests, long working hours, high emotional demands, shift work and little control (Kristensen, Hannerz and Tuchsen, 2002).

Studies have shown that individuals working in the hotel industry show signs of stress and overwork, due to demands placed by organisations (Ajgaonkar, 2006). The hotel industry is being characterised by fatigue due to little breaks, long working hours and unpredictable shifts (Wallace, 2003). With the little rest days one gets while working in this industry, it is essential for employees to ensure they fully utilise the rest days they are entitled weekly. Research has also proven a negative correlation between job stress and quality customer service delivery. Meaning to say, employees who are less stress, provide better customer service to guests (Varca, 1999).

1.2. Thematic Focus

The main theme explored in this report is declining a request. The team will focus mainly on the 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 the house to not only use it on guests but to their fellow employees as well. Being firm not only helps one to communicate better, it also increases the amount of respect others have for them (Everyday Health, 2009).

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, there should be a limit to occasional favours and servitude.

1.3. Problem Identification

Every employee strives to create a positive and can-do image at their workplace as it helps to enhance their career (Beagrie, 2007). This would mean displaying a strong interpersonal communication skill as it is a critical attribute for employees seeking career advancement. (DeKay, 2012). Effective interpersonal communication in the workplace also helps to boost employees’ morale and is a very vital factor in determining the efficiency with which an organization performs as a whole (Sethi & Seth, 2009). A transactional communication model should be applied in a workplace in order to achieve effective communication, and it is defined that communication involves the shared understanding of the feelings, thoughts, wants, needs and intentions of the communicators, which may not be openly expressed in words (Cheesebro, O’Connor, & Rios, 2016).

However, employees do not want to be stuck with a negative label and appeared as unhelpful thus, many employees accept additional responsibilities at a request from their superior even when it causes major inconvenience to them.

Without having the courage to turn down their superior’s request, employees are unable to effectively communicate their feelings, thoughts, wants, needs and intentions of the communicators. This leads to a communication gap as employees are afraid to reject additional projects or requests, and will end up becoming overloaded and falling behind with core tasks.

1.4. Purpose Statement

The purpose of this research synopsis is to propose a training program to educate the upper hotel management and the hotel staff on declining requests with tactfulness and courtesy. It aims to enlighten upper management on ensuring they do not overwork their employees, as well as the staff on managing their time wisely and treating each other with respect.

2. Research Methods


2.1. Primary Research


Out of the four members in the team, three members had prior experiences in the hotel industry. After intense discussion, all of them realised that they faced one similar problem - not knowing how to reject a request. This could be due to the nature of this service-oriented industry where all the members were trained in hospitality schools and in hotels to “never say no to your guests.”

Based on the experience of one team member, who was a former employee in Ritz Carlton In-Room Dining department, the team found out some issues that she had faced during her employment period. She mentioned that her department was constantly short of manpower and she had to work overtime to help out. Being close friends with her manager then, she felt obliged to work even though she was suffering from fatigue and exhaustion from working without rest for days. She agreed that if she had known the proper ways to reject a request, she might have been more vocal about her true feelings.

Upon hearing her experiences, the team felt the need to educate all the employees, regardless which industry, who are faced with similar situations.

2.2. Secondary Research

Under Part IV of the Employment Act (Ministry of Manpower, 2017), the Ministry of Manpower Singapore states that the maximum contractual hours of work for five days work week is 44 hours. It should also be stated in the contract, prepared by the Human Resource department, that was signed by any employee before starting work. Any organisation who requires their employee to work more than the stipulated number of hours are obliged by law to pay overtime.

As seen from Figure 1, a management contract from Intercontinental Singapore follows the standard guidelines and ensures that all employees only work 44 hours per week. Should any employees be called down for extra work, they will be paid accordingly.

However, due to a shortage of manpower and other various reasons, establishments often abuse employees, causing them to work over the stipulated hours. This often happens due to the inability of employees, to reject overtime work requests from management. Therefore, the report aims to educate and help employees effectively decline a request of any nature at work.

3. Potential Solutions

To curb this lapse in the ability to effectively reject a request, the team has developed the “TOE” rule: 1) Take note of tonation and body language, 2) Offer a lifeline and 3) Establish Reasons.

3.1. Take note of Tonation and Body Language

Research by Mehrabian (1971) quoted that body language represents up to 55 percent of what we say. Body language effectively augments the message communicated, at times contradicting the words and the perceived intent of the speaker. Therefore, an effective declination should align both verbals and non-verbals. Some ways to do that are mentioned by Radwan, 2015.

Verbally, an employee should use a firm voice when making their demands known. When speaking, use “I” in sentences to show assertion. In addition, they can also speak clearly and concisely.

As for non-verbals, the most important thing is for employees not to express any reluctance on their facial expressions as it might be mistaken for weakness which a superior can exploit. However, being firm and rude is a fine line, so employees should be cautious of their tone and body language when speaking to a superior. Good eye contact and staying calm are also ways to portray confidence.


3.2. Offer A Lifeline


In order to maintain a good relationship with the person you are turning down, it is critical to offer a lifeline, which is a small way that you can be helpful without fully taking on the request (Gallo, 2017). For example, you can assist them at a later date when your schedule shows more free time or direct them to another colleague. This hints sincerity and intends of aid to the requestor, promoting good relations.

3.3. Establish Reasons

Honesty is the best policy when it comes to saying “no”. Not only does honesty reflects virtuous attributes such as integrity, truthfulness and straightforwardness, it also establishes a bridge to understanding. One is more likely to accept a declination wholeheartedly when presented with an honest and valid reason.

4. Benefits

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

4.1. Extra Free Time

By avoidance of the proposed request, it provides one with more free time on their hands. One can feel weight lifted off their shoulders just by simply replying the two-letter word (Martin, 2014). He or she will be able to make better use of their newly found free time to explore more opportunities and learn new skills.

4.2. More Respect

There are many times where refusal comes along with respect. People may get disappointed but most of time, layered underneath their subconscious, is understanding and admiration. People who do not cave into peer pressure or sacrifice their time and happiness for others, has a quality that many have yet to acquire (Martin, 2014).

4.3. Establish Effective Communication

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 the possibility of open communication.

5. Concluding Thoughts

Interpersonal conflicts is an inevitable process of workplace interactions. One of such conflicts arise from ineffective declination of a request from a co-worker. These conflicts can be avoided through the adoption of simple steps. These steps are designed to approach requests in an effective yet courteous and respectful manner. Through these steps, one will be able to reject requests and, at the same time, build good rapport with co-workers.

6. References

Ajgaonkar, S. (2006). Techniques used to Manage Stress and its Impact on Middle Management’s Performance in the Hospitality Industry in India. Auckland University of Technology. https://aut.researchgateway.ac.nz/bitstream/handle/10292/518/AjgaonkarS.pdf?sequence=4&isAllowed=y


DeKay, S. (2012). Interpersonal Communication in the Workplace. Business Communication Quarterly, 75(4), 449-452. http://dx.doi.org/10.1177/1080569912458966

Gallo, A. (2017). HBR’s Best on Saying No to More Work. Harvard Business Review. https://hbr.org/2017/01/hbrs-best-on-saying-no-to-more-work?referral=03759&cm_vc=rr_item_page.bottom

Hannerz, H. (2002). Hospitalizations among employees in the Danish hotel and restaurant industry. The European Journal Of Public Health, 12(3), 192-197. http://dx.doi.org/10.1093/eurpub/12.3.192

Hours of work, overtime and rest day. (2017). Ministry of Manpower Singapore. http://www.mom.gov.sg/employment-practices/hours-of-work-overtime-and-rest-days

Martin, L. (2014). Be Selfish: The Importance Of Standing Up For Yourself And Learning To Say 'No'. Elite Daily. https://www.elitedaily.com/life/be-selfish-be-rude-why-you-need-to-stand-up-for-yourself-and-learn-to-say-no

Mehrabian, A. (1981). Silent messages: Implicit communication of emotions and attitudes (2d ed.). Belmont, Calif.: Wadsworth Pub. Co..

O'Connor, L., Cheesebro, T., & Rios, F. (2016). Communication skills for community college students. [Pennsauken, NJ]: Bookbaby.

Radwan, M. (2015). How to be assertive without being rude. Speeli. Retrieved 15 March 2018, from http://www.speeli.com/articles/view/How-to-be-assertive-without-being-rude

Sampson, W. (2014). Work-related Stress in Hotels: An Analysis of the Causes and Effects among Frontline Hotel Employees in the Kumasi Metropolis, Ghana. Journal Of Tourism & Hospitality, 04(02). http://dx.doi.org/10.4172/2167-0269.1000127

Sethi, D., & Seth, M. (2009). Interpersonal Communication: Lifeblood of an Organization. The IUP Journal Of Soft Skills, 3(3 & 4), 32-40.

Vann, M. (2018). Be Assertive: How to Stand Up for Yourself. EverydayHealth.com. https://www.everydayhealth.com/emotional-health/standing-up-for-yourself.aspx

Varca, P. (1999). Work stress and customer service delivery. Journal Of Services Marketing, 13(3), 229-241. http://dx.doi.org/10.1108/08876049910273853

Wallace, Meredith. & Australia. National Occupational Health and Safety Commission. (1997). Guidelines for managing shiftwork OHS implications of shiftwork and irregular hours of work. [Canberra] : National Occupational Health and Safety Commission, http://nla.gov.au/nla.arc-49425

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