Importance of Communication Skill in Managing the Business Operation

Running head: COMMUNICATION
COMMUNICATION
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COMMUNICATION1
Introduction:
The aim of this paper is to discuss the importance of communication skill in managing
the operation of a business. The communication skill in the organistion is one of the most
essential aspect that is capable to share the information about the company in one hand and
manage a great relationship with the stakeholders. This paper will be analysing personal
experience of critical situation in terms of communication.
Part A: The critical incident:
Communication skill has been one of the most important elements for sending and
receiving information. I have faced certain situations in which the importance of communication
skill this particular critical incident took place when I used to work in a restaurant as a trainer. I
was responsible to train the new employees who will be taking care of the customer support after
their training is over the situation was critical because my task was to introduce these new
workers about the process of delivering information for the next function before the final
products are delivered to the customers. This is the reason why I have to understand the
information in a perfect way so that I can communicate those information to the next level.
Similarly the receiver of this information listen to the communication in a proper way and then
indulge in the function for supporting the customers. In this regard I came across new trainee
who was from the other culture (Mercer-Mapstone and Kuchel 2017). This was the reason why
despite the fact he know the common language in a proper way but taking the instructions from
one and passing it on to the other was difficult for him. My culture usually has the capability to
learn between lines and understand implicit message in the communication however this imply
from other culture did not have proper understanding of this factor. After the training was
completed he went to the field work in the restaurant and serve the customers. The first day was

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good for him but the next day the critical incident took place before me. I was the in charge in
that shift and suddenly to customers started to shout at him. According to them they had not
received the food they ordered. In that place the new employee mentioned before had given them
completely new product which they did not want. In this situation the customers started to argue
with the staff and instead of accepting his guilt he also started to argue back with them. This
increased the heat in the situation and the customers wanted refund. this new employee having
poor understanding of the culture in this particular organisation kept on arguing with them which
finally lead the situation to we in the wind by the management employees (DeBenedectis et al.
2017). I was feeling ashamed because I was in charge of that particular shift and all the
employees were responsibility of mine.
The incident was so overwhelming that for few moments I did not understand how I
should react. I wanted to solve the situation immediately but the employee mentioned before was
not going to repent before the customers. This communication process had hampered the
reputation of this restaurant because the other customers who was sitting at that point of time
where staring at the shouting customers and arguing stuff. This was mainly related to the
capability of the employee to understand importance of culture in the communication system and
how any situation regarding employee dissatisfaction and the importance of dealing with
dissatisfied clients with regard. This could have been improved if the new employee accepted the
mistake you had done regarding the orders and ask for forgiveness to the customers (Yildiz
2017). This would have never make the customer angry with him and accept the mistake for
replacing the order. This communication system could have been better if the employee had
perfect knowledge of using simple language and empathising with the mistake lead to the
customer. This should have solve the issue within few minutes.