Otel İşletmelerinde Yönetici İletişim Becerilerinin Yöneticiye Güven Algısı Üzerindeki Etkisi

Yıl 2025, Cilt: 1 Sayı: 2, 140 - 156, 30.09.2025

Lütfullah Sadi Toprak , Songül Özer , Fatma Eban

Öz

Amaç: Otel işletmelerinde yöneticilerin iletişim becerilerinin çalışanlar üzerinde nasıl bir güven duygusu oluşturduğu önemli bir konudur. Özellikle duygusal güven ve bilişsel güven alt boyutlarına yönelik etkiler hakkında otel işletmesi çalışan ve yöneticilerine yönelik sınırlı sayıda araştırma mevcuttur. Bu bağlamda, otel çalışanlarının yöneticilerinin iletişim becerilerini nasıl algıladıkları ve bu algının yöneticiye duyulan güven üzerinde nasıl bir etkisi olduğu araştırılması gereken sorun olarak ortaya çıkmaktadır. Bu etkiyi ölçümlemeye yönelik yapılan çalışmanın, hem akademik literatürdeki boşluğu doldurması hem de otel yönetici ve çalışanlarına katkılar sunması beklenmektedir. Bu doğrultuda araştırmanın amacı otel işletmelerinde çalışanlar açısından yönetici iletişim becerilerinin yöneticiye güvene etkisinin belirlenmesidir.

Yöntem: Yönetici iletişim becerilerinin yöneticiye güvene etkisini ortaya koymak amacıyla nicel araştırma yöntemi tercih edilmiştir. Veri toplama aracı olarak anket kullanılmıştır. Araştırmanın evrenini Van merkez ilçeleri olan İpekyolu, Tuşba ile Edremit ilçesinde faaliyet gösteren 3, 4 ve 5 yıldızlı toplam 22 otel işletmesindeki yaklaşık 528 çalışan oluşturmaktadır. Anketin gerçekleştirildiği 2 Şubat-15 Mart 2025 tarihleri arasında çalışan sayılarına göre söz konusu otellere 500 anket dağıtılmış toplamda 273 ankete geri dönüş sağlanmış hatalı veya eksik doldurulan 32 anket analize dahil edilmemiştir. Kolayda örnekleme yöntemi ile veriler toplanmış, analizler için gerekli örneklem sayısına ulaşılmış ve kalan 241 anket üzerinden analizler gerçekleştirilmiştir.

Bulgular: Gerçekleştirilen analizler neticesinde çalışanlar açısından yöneticilerin iletişim becerileri ile yöneticiye olan güven düzeyleri arasında orta düzeyde ve pozitif yönlü anlamlı bir ilişki olduğu tespit edilmiştir. Bağımlı değişken olarak ele alınan yöneticiye güvenin alt boyutu bilişsel güven ile bağımsız değişken olarak ele alınan iletişim becerileri arasındaki regresyon modelinin anlamlı olduğu belirlenmiştir. Yöneticiye güvenin diğer alt boyutu olan duygusal güven ile iletişim becerileri arasındaki regresyon modelinin de anlamlı olduğu ortaya çıkmıştır. Ayrıca iletişim becerilerinin bilişsel güveni duygusal güvene göre daha çok etkilediği tespit edilmiştir.

Pratik Çıkarımlar: Elde edilen bulgular neticesinde iletişim becerilerinin bilişsel güveni, yani yöneticinin yetkinlik, tutarlılık ve iş bilgisine dayalı olarak oluşan güveni daha çok etkilediği görülmüştür. Bu bulgu, çalışanların yöneticilerle iletişim kurarken sadece empati değil, aynı zamanda açıklık ve netlik gibi unsurlar üzerinden de bir değerlendirme yaptıklarını ortaya koymaktadır. Diğer taraftan insan kaynakları ve otel yönetimleri, yöneticilerin iletişim becerilerini geliştirmeye yönelik hizmet içi eğitim programları planlayabilir. Bu sayede, yönetici-çalışan ilişkilerinde daha güçlü bir güven temeli oluşturulabilir ve çalışan bağlılığı artırılabilir.

Özgünlük/Bilimsel Katkı: Araştırma kapsamında otel işletmeleri bağlamında duygusal ve bilişsel güven ayrımı yapılması güven kavramının daha derinlemesine anlaşılmasına katkı sunmuştur. İletişim becerilerinin bilişsel güven üzerinde duygusal güvene kıyasla daha fazla etkili olduğunun belirlenmesi yöneticilerin güven oluşumunda hangi yönlerine öncelik vermeleri gerektiğine dair çıkarım sunmuştur. Araştırmanın gerçekleştirildiği Van ilinde otel işletmelerinde yönetici iletişim becerileri ile güven ilişkisini inceleyen yapılmış çalışma olmaması çalışmanın özgünlüğünü ve literatüre katkısını ortaya koymaktadır.

Anahtar Kelimeler

İletişim becerileri , Yöneticiye güven , Otel işletmeleri , Van

The Effect of Managerial Communication Skills on Managers’ Perception of Trust in Hotel Management

Öz

Purpose: The impact of managers' communication abilities on fostering trust among staff is a significant concern in hotel management. Research on the impacts of emotional trust and cognitive trust on hotel staff and management is sparse. In this context, it is necessary to investigate how hotel employees perceive their managers' communication skills and how this perception affects their trust in their managers. Therefore, it is expected that this study, which aims to measure this effect, will both fill the gap in the academic literature and contribute to hotel managers and employees. In this regard, the purpose of the study is to determine the effect of managerial communication skills on trust in managers from the perspective of employees in hotel businesses.

Method: A quantitative research method was chosen to reveal the effect of managerial communication skills on trust in managers. A survey was used as the data collection tool. The universe of the study consists of approximately 528 employees working in a total of 22 three-, four-, and five-star hotels operating in the central districts of Van, namely İpekyolu, Tuşba, and Edremit. During the survey period from February 2 to March 15, 2025, 500 surveys were distributed to the aforementioned hotels based on the number of employees, and a total of 273 surveys were returned. The 32 surveys that were incorrectly or incompletely filled out were not included in the analysis. Data was collected using the convenience sampling method, and the required sample size for analysis was achieved. Analyses were conducted based on the remaining 241 surveys.

Findings: The analyses revealed a moderate and positive significant relationship between managers' communication skills and employees' level of trust in managers. The regression model between the dependent variable of trust in managers, specifically cognitive trust, and the independent variable of communication skills was found to be significant. It was also found that the regression model between emotional trust, another sub-dimension of trust in managers, and communication skills was significant. In addition, it was determined that communication skills had a greater effect on cognitive trust than on emotional trust.

Practical Implications: The findings revealed that communication skills have a greater impact on cognitive trust, i.e., the trust formed based on the manager's competence, consistency, and job knowledge. This finding shows that employees evaluate managers not only based on empathy but also on factors such as openness and clarity when communicating with them. On the other hand, human resources and hotel management can plan in-service training programs aimed at developing managers' communication skills. This can help establish a stronger foundation of trust in manager-employee relationships and increase employee loyalty.

Originality/Scientific Contribution: Within the scope of the study, distinguishing between emotional and cognitive trust in the context of hotel businesses contributed to a deeper understanding of the concept of trust. Determining that communication skills have a greater effect on cognitive trust than emotional trust provided insights into which aspects managers should prioritize in building trust. The absence of previous studies examining the relationship between managerial communication skills and trust in hotel businesses in Van Province, where the research was conducted, highlights the originality of the study and its contribution to the literature.

Anahtar Kelimeler

Communication skills , Trust in management , Hotel management , Van

Kaynakça

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