Intensive training for the GRO

Oct 13, 2025 by talynt.org 98 views

The Role of Interpersonal Communication on Expatriate Satisfaction: A Descriptive Study of the Role of Interpersonal Communication Conducted by GRO (Guest Relations Officer) Shoots Sports Bar & Billiards Medan on Expatriate Satisfaction

Introduction

In today's globalized world, expatriates play a crucial role in the economic and social development of a country. However, their satisfaction and well-being are often overlooked, leading to a lack of understanding of their needs and expectations. One of the key factors that can affect expatriate satisfaction is interpersonal communication, which is the process of exchanging information, ideas, and feelings between individuals. This study aims to examine the role of interpersonal communication conducted by the Guest Relations Officer (GRO) at Shoots Sports Bar & Billiards Medan on expatriate satisfaction.

The Importance of Interpersonal Communication in Expatriate Satisfaction

Interpersonal communication is a vital aspect of any business, especially in a multicultural environment like Shoots Sports Bar & Billiards Medan. The GRO plays a crucial role in interacting with expatriates and ensuring that they are satisfied with the services provided. Effective interpersonal communication can lead to increased customer satisfaction, loyalty, and business reputation. On the other hand, poor communication can result in dissatisfaction, negative word-of-mouth, and a loss of business.

Research Background

Shoots Sports Bar & Billiards is a popular gathering place for expatriates in Medan, offering a comfortable atmosphere to play billiards and socialize. The GRO is responsible for interacting with expatriates and ensuring that they are satisfied with the services provided. However, despite the GRO's best efforts, expatriates still feel dissatisfaction with the interactions that occur. This study aims to determine whether the depth of communication carried out by the GRO can increase expatriate satisfaction.

The Theory of Social Penetration

The theory of social penetration, put forward by Altman and Taylor, explains how interpersonal relationships can develop through deeper stages of communication. This theory is the basis of this research, as it aims to determine whether the depth of communication carried out by the GRO can increase expatriate satisfaction.

Method of Collecting Data

The data in this study were collected through two methods, namely questionnaires and interviews. The questionnaire was distributed to expatriates to get feedback on their communication experience with the GRO, while interviews were conducted directly with the GRO to understand their perspective on interpersonal communication. The questions given to both parties were designed to be identical, using the characteristics of interpersonal communication as a reference.

Research Findings

Based on the results of the study, it was found that although the GRO had applied the principles of good interpersonal communication, expatriates still felt dissatisfaction with the interactions that occur. This shows the gap between the GRO's perception of the quality of communication carried out and the real experience felt by expatriates. One of the factors that might affect this dissatisfaction is the lack of understanding of culture and expatriate habits. Effective communication not only depends on techniques and strategies, but also on accuracy in understanding the social and cultural context of the other person.

Analysis and Relevance

Optimizing interpersonal communication in multicultural environments such as Shoots Sports Bar & Billiards Medan is very important to create more satisfying experiences for expatriates. A more intensive training for the GRO in understanding and integrating expatriate cultural elements can be a strategic step to increase customer satisfaction. This research can also provide broader insights for other business managers who want to operate in the same environment. With a good understanding of the importance of interpersonal communication and instruments to measure it, businesses can create a more inclusive and attractive environment for various groups, especially expatriates.

Conclusion

Interpersonal communication activities carried out by the GRO at Shoots Sports Bar & Billiards Medan have an important role in creating satisfaction for expatriates. However, the results showed that there was still room for improvement. Although the GRO has implemented the principle of appropriate interpersonal communication, a better understanding of the needs and expectations of expatriates is needed to increase their satisfaction. Building effective and empathic communication will certainly produce a better relationship between the GRO and expatriates, which in turn can increase customer loyalty and business reputation.

Recommendations

Based on the findings of this study, the following recommendations are made:

Intensive training for the GRO: A more intensive training for the GRO in understanding and integrating expatriate cultural elements can be a strategic step to increase customer satisfaction.
Improved communication skills: The GRO should be trained to improve their communication skills, including active listening, empathy, and conflict resolution.
Cultural awareness: The GRO should be aware of the cultural differences and nuances of expatriates and be able to adapt their communication style accordingly.
Regular feedback: Regular feedback should be sought from expatriates to understand their needs and expectations and to improve communication.
Inclusive environment: The business should strive to create an inclusive environment that values diversity and promotes effective communication.

By implementing these recommendations, businesses can create a more satisfying experience for expatriates and increase their loyalty and business reputation.
Q&A: The Role of Interpersonal Communication on Expatriate Satisfaction

In our previous article, we explored the importance of interpersonal communication in expatriate satisfaction and the role of the Guest Relations Officer (GRO) at Shoots Sports Bar & Billiards Medan in creating a satisfying experience for expatriates. Here, we answer some frequently asked questions about the study and its findings.

Q: What is the significance of interpersonal communication in expatriate satisfaction?

A: Interpersonal communication is a vital aspect of any business, especially in a multicultural environment like Shoots Sports Bar & Billiards Medan. Effective interpersonal communication can lead to increased customer satisfaction, loyalty, and business reputation. On the other hand, poor communication can result in dissatisfaction, negative word-of-mouth, and a loss of business.

Q: What is the theory of social penetration, and how does it relate to this study?

A: The theory of social penetration, put forward by Altman and Taylor, explains how interpersonal relationships can develop through deeper stages of communication. This theory is the basis of this research, as it aims to determine whether the depth of communication carried out by the GRO can increase expatriate satisfaction.

Q: What methods were used to collect data for this study?

A: The data in this study were collected through two methods, namely questionnaires and interviews. The questionnaire was distributed to expatriates to get feedback on their communication experience with the GRO, while interviews were conducted directly with the GRO to understand their perspective on interpersonal communication.

Q: What were the findings of this study?

A: Based on the results of the study, it was found that although the GRO had applied the principles of good interpersonal communication, expatriates still felt dissatisfaction with the interactions that occur. This shows the gap between the GRO's perception of the quality of communication carried out and the real experience felt by expatriates.

Q: What are some of the factors that might affect expatriate dissatisfaction?

A: One of the factors that might affect this dissatisfaction is the lack of understanding of culture and expatriate habits. Effective communication not only depends on techniques and strategies, but also on accuracy in understanding the social and cultural context of the other person.

Q: What are some of the recommendations for improving interpersonal communication in multicultural environments?

A: Some of the recommendations for improving interpersonal communication in multicultural environments include:

Intensive training for the GRO: A more intensive training for the GRO in understanding and integrating expatriate cultural elements can be a strategic step to increase customer satisfaction.
Improved communication skills: The GRO should be trained to improve their communication skills, including active listening, empathy, and conflict resolution.
Cultural awareness: The GRO should be aware of the cultural differences and nuances of expatriates and be able to adapt their communication style accordingly.
Regular feedback: Regular feedback should be sought from expatriates to understand their needs and expectations and to improve communication.
Inclusive environment: The business should strive to create an inclusive environment that values diversity and promotes effective communication.

Q: What are the implications of this study for businesses operating in multicultural environments?

A: This study highlights the importance of interpersonal communication in creating a satisfying experience for expatriates. Businesses operating in multicultural environments should prioritize effective communication and take steps to improve their communication skills, cultural awareness, and inclusive environment.

Q: What are the limitations of this study?

A: This study has several limitations, including:

Small sample size: The sample size of this study is relatively small, which may limit the generalizability of the findings.
Limited scope: This study only examines the role of interpersonal communication in expatriate satisfaction and does not consider other factors that may affect satisfaction.
Methodological limitations: The study relies on self-reported data from expatriates and GROs, which may be subject to biases and limitations.

Q: What are the future directions for research on interpersonal communication in multicultural environments?

A: Future research should aim to:

Examine the impact of cultural differences on interpersonal communication: Research should investigate how cultural differences affect interpersonal communication and how businesses can adapt their communication style to accommodate these differences.
Develop effective communication strategies: Research should aim to develop effective communication strategies that can be used in multicultural environments.
Investigate the role of technology in interpersonal communication: Research should examine the role of technology in interpersonal communication and how it can be used to improve communication in multicultural environments.