This study aims to underline the importance of body language as the unspoken element of communication within the the context of the hospitality industry.Therefore, the connection between body language and HR will be reflected and investigated in this reserach paper.
In order to do so, a short introduction in the Human Resource Management and in body language is given before delving deeper into their connection.
As a last point, a short conclusion is drawn, again stressing the importance of body language for the aforementioned field and providing a short guideline for recruiters in terms of observing body langauge at candidates.
Table of Contents
Human Resources Management in the Hospitality Industry
Body Language
Human Resources Management and Body Language
Guideline for Reading Body Language
Conclusion
List of References
Human Resources Management in the Hospitality Industry
The Human Resources (HR) of a company or organisation is mostly one of the most significant costs within companies of the hospitality industry. In many hotels, the payroll is the most significant item in terms of costs followed by the restaurant and bars. Moreover, employees are usually the first contact point of tourists and travellers within a tourism enterprise. Therefore, effective management of Human Resources is vital in order to succeed (Boella & Goss-Turner, 2005, p. 21).
Further, managers of the hospitality industry also tend to have many different functions within an enterprise. The most daunting tasks mostly relate to so-called people management. In every stage of the hospitality industry, finding, training, and retaining outstanding staff members are always challenging tasks, but every manager has to deal with them. Rising labour costs, changing work attitudes, increasing competition of staff in terms of quality, changing environments and laws related to Human Recourses are among some of the factors that point out the importance of HR management. To help in meeting the challenges and difficulties of teaching a professional HR management to business, Human Resources management specifically for the hospitality industry has been developed (Hayes & Ninemeier, 2009, p. 1).
The management of this industry needs managers in HR that be adept at understanding Human Resources-related concerns ranging from different skills, different experience levels to different backgrounds of the employees. These backgrounds of staff in the hospitality industry can range from the entry level to people who are highly educated and proficient in advanced management areas such as marketing, management, finance, production or controlling (Hayes & Ninemeier, 2009, p. 1).
Body Language
To explain it easily: body language is understood as the unspoken element of communication that people use to reveal their true feelings and emotions. Examples are individual’s gestures, facial expressions and postures (MindTools, 2019). All behavior originates from inside people’s head because the brain is always at work, whether on a conscious or subconscious level. The various signal that goes out of the head regulates the heart, breathing, digestion and many other body functions. The following parts of the body communicate all in their way from individual’s general health to emotional distress: forehead, eyebrows, eyes, nose, lips, chin and ears (Navarro, 2018, p. 20).
Body Language can state many different feelings such as aggression, boredom, anger, comfort, relaxation or amusement (Jahan, 2019). If other people are able to ‘read’ this language with its signs, they can use it as a great advantage for themselves. Understanding a person’s body language can help to understand complete messages and also to enhance the awareness of people’s reactions to what others say or do. Body language can also be used to enhance their own one in order to appear more positive and engaging (MindTools, 2019). Furthermore, body language can play a crucial role in marketing communication and Human Resources management where it is necessary to understand people’s behavior and preferences through physical cues. These people can be employees, business partners or customers (Jahan, 2019).
Human Resources Management and Body Language
The employees’ tasks of the Human Resources Management department have changed significantly over the past years. Today, one will not find a typical HR department like in ancient times. HR units can now accomplish a more strategic role and carry out multifaceted tasks ranging from managing staff, performance management, training and development of employees to the recruitment process of new employees (Mondy & Martocchio, p. 28).
Recruitment is defined as the process of attracting persons on a timely basis. This individual has to have the right qualifications in order to apply for a specific job. Often companies choose the one with the most relating qualifications to the job description and the one with the best interview, test or assessment center. It is rather difficult for HR managers to encourage individuals to apply for particular jobs. Since the costs of a recruiting process are expensive, a functioning recruiting program and process is needed (Mondy & Martocchio, p. 128).
One of the most common methods during recruitment is the employment interview. Such an interview is defined as a goal-oriented talk in which the recruiter or interviewer and the candidate exchange information. Mostly, both the interviewer and the applicant have agendas for the interview. There are also several types of interviews, e.g. the unstructured interview. These conversations also differ in terms of their method, e.g. a one-to-one interview or a stress interview. During such interviews, the candidate should be well prepared for many questions and tricky tasks. The right appearance and the correct usage of the language, as well as excellent communication skills, can be very advantageous during an employment interview (Mondy & Martocchio, pp. 165-171).
Applicants should not forget about nonverbal communication: the so-called body language (Boella & Goss-Turner, 2005, p. 86). Body language is fundamental. Candidates can state a lot during interviews, but if their body tells something different, individuals may seem insecure or unreliable (Pauwels Consulting, 2019). Sometimes body language tells the interviewer even more than the applicant (Hayes & Ninemeier, 2009, p. 138). Body language conveys thoughts and emotions with physical actions, e.g. motions, facial expression or gestures. Each interviewer is attempting to read between the lines of a candidate. Therefore, applicants should consider this way of communication in their preparation for job interviews as well. Also, the interviewer should make a conscious effort to view themselves as candidates in order to avoid sending inappropriate nonverbal signals. Not only interviewers are reading the nonverbal communication signs during a conversation. The interviewer can, for example, move a bit towards the applicant to show him or her respect and that he or she is interested in what the candidate says (Boella & Goss-Turner, 2005, p. 86).
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- Citation du texte
- Maria Priller (Auteur), 2019, Human Resources Management in the Hospitality Industry. The Importance of Body Language, Munich, GRIN Verlag, https://www.grin.com/document/493787
