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Unfortunately in this example, the patron's request and approval for a king bed was not relayed from the reservation center to the hotel. As a result, the hotel employee did not have the information that the patron assumed he had received. This assumption resulted in a breakdown in communication between the hotel employee and the patron, which then created hostility on the part of the patron and defensiveness on the part of the employee. The hostility felt by the patron was partly due to past experiences with hotel employees and the negative outcomes of those experiences (Pfeiffer 12). These past experiences created a situation where the patron did not really listen to what the employee was saying (Pfeiffer 13)...
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