The Importance Of Poor Listening

Hospitality is a diverse industry with people came from all over the world. Working in such dynamic environment, communication skill is one of the key elements to success. Within communication, listening skill is the most important factor that can directly affect the outcome of the conversation. According to Tesone, listening is topping the list of effective managerial communication skill. (Tesone 2010, pg. 149).

Listening is usually getting mistaken with Hearing. Different from Hearing, which is just a physical process, Listening is much more than processing sound (Downs 2008, pg. 1), it is making sense out of what is heard (Siguaw, Bojanic 2004, pg. 58) . Though Hearing is necessary for Listening, Listening is the key to decide whether the

Poor listening can lead to misunderstanding and miss important information, deficiency clarification conduct assumption, which following consequence is inefficiency in work, errors and mistakes. In long term, bad listening skill can make significant effects to the business’s profit. Poor listening can also hurt other feeling, which results in bad teamwork and ineffective performance. For example, when the employee does not listen correctly what the customer need, they can make wrong assumptions and giving the guest bad services. The final outcome is the customer would be angry and the company might lose profit. Bad listening skill between staff in a long period of time might cause interpersonal compromised. People usually listen with their own beliefs and a close-mind, while their partner might have different values. People beliefs act as a shield that stops new ideas and fresh evidence from reaching their mind (Monippally 2013, pg. 67). For instance, employees within a hotel can come from all over the world, they have different beliefs and values, but they do not listen with an open-mind and put themselves into other person position. Eventually, there would be no trust between staff and organization cannot operate effectively. When the communication within an organization is ineffectively, it will cause bad effect on the profit and performance of that