Abstract:
Management in a client-centred industry faces complex interaction
within the company structures as well as with several client-related
communications. Such interactions span a broad range of skills that
extend beyond industry knowledge and require communication abilities
such as persuasion, negotiation and presentation, among others. It is
argued that one of the core competencies for effective communication
is to be found in emotional intelligence (EQ). Enhanced EQ, therefore,
evidences enhanced communication skills. This article reports on an
exploratory study regarding the development of EQ (leading to enhanced
communication skills) within the hospitality industry. As theatre is a
form of heightened communication, theatre strategies and transactional
analysis (as embedded in the theatre strategies) were used as a means to
develop communication skills among managers. Emotional intelligence
was used as the basis for measuring the potential efficacy of the skills.
Based on the comparison of pre- and post-intervention EQ assessments
(as an indirect measure of enhanced communication skills), the study
concluded that it is highly possible that the use of theatre strategies in
training to develop business communication among managers has the
potential to contribute significantly to better EQ.
