ÖNBÜRO VE SERVİS PERSONELLERİNİN ETKİLİ KONUŞMA BECERİLERİNİN YÖNETİCİLERİ TARAFINDAN DEĞERLENDİRİLMESİ: ADIYAMAN VE ŞANLIURFA ÖRNEĞİ

Abstract

The purpose of this research is to determine effective speaking skills of the staff working in the front office and service department at the hotels in Adıyaman and Şanlıurfa provinces by their unit supervisors. This is a descriptive research in survey model. The sample of this research consists of 23 administrators of sixteen 3,4 and 5-star hotels operating in Adıyaman and Şanlıurfa provinces and 196 employees who were working in the front office and service departments in June, July, August months in 2016. According to the data collected using the Effective Speaking Skills Scale, it was determined that the opinions of unit supervisors about effective speaking skills of the staff in the sub-dimensions of “presentation”, “voice”, “manner and expression”, “considering listeners” were positive, however, their opinions were not positive about the sub-dimension of “focusing on the speech.