The Effects of Communication Style and Non-Verbal Communication Level on Employees' Work Performance: A Research in Five Star Hotel Establishments

Year 2009, Volume: 20 Issue: 1, 7 - 24, 01.12.2009

Ahmet Erkuş Ebru Günlü

Abstract

It is widely recognized nowadays that in knowledge society, the verbal and non-verbal communication skills of the employees working in service sector especially in tourism sector affect so many issues but mainly the issues such as employee performance, organizational performance and organization's image. In this extent, in this study; the relationship between communication styles, non-verbal communication and employee performance is discussed. To this end, a research has been made among the employees of five star hotels in İzmir and the effects of employees' communication styles and their tendency level to non-verbal communication on their work performance were investigated. In the research context, two different models were developed and the relationship between the variables in the so-called models were examined by hierarchical regression analysis. While in the first model, the direct effects of employees' communication styles and their tendecy level to non-verbal communication on work performance were analyzed; in the second model, the indirect effects were questioned within the light of self-efficacy as a mediator. In the analyses made regarding both of the models, it is found out that active communication style affects employee work performance directly but when self-efficacy level is considered as a mediator it affects the performance indirectly. At the same time, there has been found no significant relationship between tendency to non-verbal communication, self-efficacy level and employee work performance.

Keywords

communication behaviors, communication style, non-verbal communication, job performance, tourism sector, verbal communication, self efficacy, five star hotels, hospitality companies, hotel business

İletişim Tarzının ve Sözsüz İletişim Düzeyinin Çalışanların İş Performansına Etkisi: Beş Yıldızlı Otel İşletmelerinde Bir Araştırma

Abstract

Günümüzün bilgi toplumunda başta turizm sektörü olmak üzere, hizmet sektörü çalışanlarının sahip olduğu sözlü ve sözsüz iletişim yeteneklerinin başta iş performansı, örgüt performansı ve örgüt imajı olmak üzere gibi birçok konuyu etkilediği bilinmektedir. Bu kapsamda çalışmada; iletişim tarzları, sözsüz iletişim ve iş performansı arasındaki ilişkiler inceleme altına alınmıştır. Bu amaçla, İzmir bölgesindeki beş yıldızlı otel işletmeleri çalışanları üzerinde bir araştırma yapılarak, çalışanların iletişim tarzları ve sözsüz iletişime yatkınlık düzeylerinin, iş performanslarına olan etkileri belirlenmeye çalışılmıştır. Araştırma kapsamında iki farklı model oluşturulmuş, modeldeki değişkenler arasındaki ilişkiler aşamalı regresyon analizi ile incelenmiştir. İlk modelde çalışanların iletişim tarzları ile sözsüz iletişime yatkınlık düzeylerinin iş performanslarına doğrudan, ikinci modelde ise öz-yeterlilik düzeyi ara değişkeni ile dolaylı etkileri belirlenmeye çalışılmıştır. Her iki modele ilişkin yapılan analizler sonucunda iletişim tarzlarından aktif iletişim tarzının iş performansını, öz- yeterlilik düzeyi ara değişkeni ile dolaylı olarak etkilediği tespit edilmiştir. Öte yandan sözsüz iletişime yatkınlık düzeyi ile öz-yeterlilik düzeyi ve iş performansı arasında herhangi bir ilişki bulunamamıştır.

Keywords

iletişim davranışları, iletişim tarzı, sözsüz iletişim, iş performansı, turizm sektörü, sözlü iletişim, öz yeterlik, beş yıldızlı oteller, konaklama işletmeleri, otel işletmeleri

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