制定一篇管理類留學生英語dissertation-Communication ability

 

Communication ability and frequency of positive emotional expression

Using correlation analysis to obtain the result that the correlation coefficient between the scores for two options: communication ability and frequency of positive emotional expression was 0.42, (P<0.05). It reveals that there is medium positive correlation between the two options: communication ability and frequency of positive emotional expression, namely, as empathic ability enhances, there will be higher frequency of positive emotional expression. Conversely, as employees’ communication ability reduces, they will have a lower frequency of positive emotional expression. The data results in this study showed that the employees have a lower communication ability, the score was 5.4561 and it was lower than 6.0; the score for frequency of positive emotional expression was 5.4035 and it was less than 6.0. It showed that staff of 5 star hotels in Beijing lacked communication ability, which caused that their insufficient frequency of positive emotional expression, which is in line with hypothesis 9.

 

Using variance analysis to conclude that the scores that employees of administrative department gave their communication ability were significantly higher than the scores that employees of the other two departments: service department and security department gave their communication ability (P<0.05). It shows employees of administrative department have better communication ability than employees of the other two departments. There was no significant difference among the scores that employees of the three departments: service department, security department, as well as administrative department gave frequency of positive emotion expression (P> 0.05).

 

Communication ability and diversity of emotional expression

Using correlation analysis to obtain the result that the correlation coefficient between the scores for two options: communication ability and diversity of emotional expression was 0.47, (P<0.05). It reveals that there is medium positive correlation between the two options: communication ability and diversity of emotional expression, namely, as communication ability enhances, diversity of emotional expression will be larger to certain extent. Conversely, as employees’ communication ability reduces, the diversity of emotional expression will be smaller. The data results in this study showed that the employees have a lower communication ability, the score was 5.4561 and it was lower than 6.0; the score for diversity of emotional expression was 5.2982 and it was less than 6.0. It showed that staff of 5 star hotels in Beijing lacked communication ability, which caused that their insufficient diversity in emotional expression, which is in line with hypothesis 10.

 

Using variance analysis to conclude that there is no significant difference among the scores that employees of the three departments: service department, security department, as well as administrative department gave the option of diversity of emotional expression (P> 0.05).

 

Communication ability and paying attention to other people’s feelings

Using correlation analysis to obtain the result that the correlation coefficient between the scores for two options: communication ability and paying attention to other people’s feelings was 0.47, (P<0.05). It reveals that there is medium positive correlation between the two options: communication ability and paying attention to other people’s feelings, namely, as communication ability enhances, employees will pay more attention to other people’s feelings. Conversely, as employees’ communication ability reduces, they will be less likely to pay attention to other people’s feelings. The data results in this study showed that the employees have a lower communication ability, the score was 5.4254 and it was lower than 6.0; the score for paying attention to other people’s feelings was 5.13 and it was less than 6.0. It showed that staff of 5 star hotels in Beijing lacked communication ability, which caused that they pay less attention to other people’s feelings, which is in line with hypothesis 11.

 

Using variance analysis to conclude that there is no significant difference among the scores that employees of the three departments: service department, security department, as well as administrative department gave the option of paying attention to other people’s feelings (P> 0.05).

 

Communication ability and surface acting

Using correlation analysis to obtain the result that the correlation coefficient between the scores for two options: communication ability and surface acting was -0.46, (P<0.05). It reveals that there is negative correlation between the two options: communication ability and surface acting, namely, as communication ability enhances, employees will take fewer surface acting in emotional labour. Conversely, as employees’ communication ability reduces, they will take more surface acting. The data results in this study showed that the employees have a lower communication ability, the score was 5.4561 and it was lower than 6.0; the score for surface acting was higher and it was 6.8640, which was higher than 6.0. It showed that staff of 5 star hotels in Beijing lacked communication ability, which caused that they took more surface acting, which is in line with hypothesis 

 

Using variance analysis to conclude that there is no significant difference among the scores that employees of the three departments: service department, security department, as well as administrative department gave the option of surface acting (P> 0.05).

 

Self-management ability and performance of emotional labour 

The questionnaire results showed that the respondents' have low self-management ability. The respondents have low frequency of positive emotional expression, they have small diversity of emotional expression and they were less likely to pay attention to other people's feelings, they were more likely to take a surface acting. These results are consistent with what Lee and Sparks (2007), Wu, et al. (2013) mentioned that in China, many hotel staff are slack, tired, their enthusiasm is not high. The correlation analysis results showed the hotel staff have a low frequency of positive emotional expression, they lacked diversity of emotional expression, they seldom paid attention to other people’s feelings, they often used surface acting, these were moderately correlated with the staff’s low emotion management ability. The employees’ low self-management ability showed that they were not able to rationally control their emotion at work consistently, nor could they continue to motivate themselves to complete tasks with enthusiasm, resulting in influences of four aspects. Firstly, employees can not keep long-term positive emotional expression at work, working stress and conflict will affect employees' emotional expression, resulting in low frequency of positive emotional expression. Secondly, lack of enthusiasm at work, failing to adjust their emotions according to the changing needs of customers and work, resulting in insufficient diversity of emotional expression. Thirdly, lack of sufficient self-management ability leads to that employees can not deal with problems rationally, nor do they show consideration for others and change their way of working according to the emotions of other people’s, resulting in employees’ insufficient attention to other people’s feelings. Finally, a lack of self-management ability means that employees’ lack of self-motivation ability, employees’ working enthusiasm decreases, employees seldom have positive emotions at work, leading to that most employees take surface acting in emotional labour at work.