Importance of Effective Communication in Business Settings

This report discusses the importance of effective communication between the 'customer service' and 'customer satisfaction' departments in business settings. It explores the overview of the company, the range of learning styles, factors influencing communication and learning, communication theories, and the application of communication skills in a business setting.

Assessment

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Overview of company..................................................................................................................3
Importance of effective communication......................................................................................3
Range of learning styles...............................................................................................................4
Factors influencing communication and learning........................................................................5
Communication theories..............................................................................................................6
Application of communication skill in business setting..............................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Communication plays a crucial role in being a source of information to different organization
members in the decision-making process. On the other hand, organization learning will create a
suitable environment to flourish the productivity and profitability of a firm. Jaguar Land Rover
Limited is a British multinational automotive company with it headquarter in Whitely, UK and
subsidiary of the Indian automotive company TATA Motors Saadat, V., & Saadat, Z. (2016). In
the current situation the firm is suffering from different terms of complaints due to the current
economic climate of business. In this report there will be discussion on the importance of
effective communication between two departments i.e. ‘customer service’ and ‘customer
satisfaction’ in business settings.
MAIN BODY
Overview of company
Jaguar land rovers are the British company with a great level of global capabilities in
manufacturing and engineering. The firm is pioneering customer centric approaches in business
which make people establish better connections with brands. Company is practicing different
policies and procedures to deliver sustainable, long term and profitable growth.
The company is the biggest issue in the UK markets as sales have dropped 21 % in the first
three months of 2020 and working 26% in March alone. Due to such situations the company is
facing a serious level of complaint from the customer in terms of not delivering effective service
by the premium car company.
Importance of effective communication
Communication is not only capable in improving the performance of employees but all the
related stakeholders. The most successful organizations have always established two-way
communications which include both internal and external people. company have their two
important department i.e. ‘Customer Services’ and ‘Customer Satisfaction’ whose leader and
manager need to have established effective communications with new employees joining the
company. The department has the major responsibility over communication with customers and
provides them with excellent services Park & Kim (2018). So, the manager and leader have to
learn about the different range of learning styles and factor influencing of communication and
learning. On the other hand, Customer satisfaction is the important aspect as Jaguar land rovers
is customers’ centric firm. Building relationships with customers is key for creating long-term
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relationships. Every interaction with customers is valuable experience for the company to be
appropriate in terms of delivering the responsibility for business. In addition to that, customer
satisfaction can be retained with standard and effective level of communications.
Range of learning styles
Learning styles have referred to the significant range of competing and consented theories which
have aimed to account for the difference in the individuals learning in significant manner.
organizational learning is a helpful improvement for gaining experience and creating significant
knowledge. The VAK learning styles have the major level of sensory determination of dominant
learning style. There are 4 type of learning style that are such as
 Visual Learners
These types of learners have preference over visual learning for observing things which have
inclusion of different pictures, diagrams, written directions and more. they are also referred
to as the “spatial” learning style. As these learners have a need for more processing materials
and more time to absorb the specific information. So, the manager should look regarding the
specific needs for new employee in company
 Auditory Learners
These learners are subject in matter reinforced by sound. They prefer lectures over reading
notes along with using their own voice to reinforce a level of new concepts and ideas. They
are bold in explaining the things in a perfect manner.
 Kinaesthetic Learners
These are known as tactile learners with experiencing or doing things. They are involved in
acting out different events and building up their own understanding of differ concepts. These
types of learners have major struggles which sometimes lead to arguments.
 Reading and Writing Learners
As presumed, learners who have preference over witting up the matter with overlapping visual
learning Barão, A and et.al., (2017). The employees are allowed plenty of time to absorb
information and catch up different opportunities and ideas out of paper.
So, the manager and leader of the two respective departments should be aware of the
learning type in new and existing employees. This will be helpful in ensuring the formation of
differ training and development activities to excel in communications and enhance the overall
performance of employees.
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Factors influencing communication and learning.
It is important for the manager of the firm to understand the factors which are affecting and
learning and communication process among the new and existing employees in order to develop
the significant business setting. The factors are-
Learning
 Intellectual factors
Managers have to look into different strategies for employees who have low and high
intelligence skills. employees with low intelligence skills have encountered a serious
level of difficulty in mastering the workplace task. So, the native capacity of individuals
is of prior importance in determining the effectiveness of the learning process.
 Learning focus
Similarly, the lack of focus in the learning process can be turned out to be the result of
the faulty instruction and inefficient method to accomplish the significant task. This will
turn out to be difficult and may interfere in progress.
 Mental factor
Employees and managers have major differences in attitude which are some types of
kinaesthetic elements. They are not confusing within emotions characterized by the
internal visceral disturbance Liao, S. H and et.al., (2017). The efficiency of work at a
firm can be rapidly achieved with a favourable mental attitude which can facilitate
learning.
 Emotional factors
The emotional factors open up such as cooperation and rivalry have been directly related
to complex psychology of motivation. The whole attitude and emotion of employees or
managers will have an effect on the learning process to the considerable degree. social
disconnect often brings up with specific knowledge or delusion.
Communication factor
 Conceptual clarity
This is an important factor of communication in order to give proper shape to the thoughts
and develop the idea in a meaningful manner. Conceptual communication has transformation
of information and transfer thought into action.
 Linguistic
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The process of communication needed to be done in both oral and written manner. There is
a need to have knowledge and level of understanding between the sender and receivers. This
has resulted in a difference in wavelength. The usage of technical jargon and specialized
words or phrases in addressing employees by managers will create a level of gap between
them.
 Moods and receptivity
Communication becomes purposeful when the communicator shows enthusiasm and the
Receiver shows receptivity. The mood of both the parties sound stable and have inclination
and receive communications.
Communication theories.
Human communication has the need to be conceptualized, theories and mainly through
communication process and interaction. Communication is good managements. Currently
the company is facing severe levels of changes in terms of internal and external aspects. It
can be termed as the geopolitical changes and the spread of COVID 19 pandemic. Firms have
UK stoppage productions facilities in the months of March and April. There are large
number of communication theories derived by various author and researcher. As per the
different condition occurrence in workplace or any other environment. It the important
communication theories are such as-
Actor Network Theory
This theory has clear suggestions over Human and non-human factors which are equally
influential in the success of the technological innovations and scientific knowledge creations
This theory has overlooked to have the formation of a network and how it contributes to
success. Therefore, both the actor and its particular network will be responsible for
achieving the outcome.
Communication accommodation theory
This theory signifies a manager and employee or any group of people have proper adjustments
to communication style. There is an exchange of verbal and non-verbal’s style through way of
divergences and convergence. The former one will have proper identification of defences and
build up strong and ethical pride Tortorella and et.al., (2020). On the other hand, the latter one is
a powerless individual seeking social approval and focused on matching the communication’
styles with the person they are having interaction with.
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Cognitive dissonance theory
Cognitive dissonance theory is the psychological conflict resulting from holding two
contradictory or incomplete beliefs. As per this theory there is a need to have creation of
balance in belief. therefore, in order to have reduction in dissonance and avoiding opposing
views to act upon the action.
Application of communication skill in business setting
The managers of the Jaguar Land Rover have the need to understand and analyse the differ
learning styles of existing and new employees in order to make the significant strategies and
application of communication theory in order to reduce the current issue faced by the
company.
The manager should have application of 5 important skill between employee of both
departments such as-
Active listening skills
Active listening skills help is showing value in opinions as equal partners and benefiting the
greater good. The active listening will have an allowance of pauses for interjections,
repulsion of other words and have affirmative engagement in the conversions.
Interpersonal communication skills
Interpersonal communication skills are helpful in building strong trust relationships with
key stakeholders in the business. This will allow employees to have common ground, display
empathy and build bonds with one another.
Verbal skills
There is a needful ability to communicate information in clear and a verbal manner along
with being concise and specific. This allows employees to be engaged towards mutually
agreeable consensus.
Team work skills
Team work skills have effectively communicated putting aside personal differences and
working towards the development of common goals. This is important for all parties to
recognize the combined efforts of that individual contribution.
Networking skill
Reaching out to have usually beneficial solutions along with understanding leverage will
have a better level of motivation. A large business network will be turning out interesting
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to build safety nets and acquire more levels of required information and service. Effective
communications are utmost important for the firm in delivering smooth flowing of
information and communicating well between employees which tends to higher levels of
organizational productivity. Managers can have proper interaction with employees through
analysing the different communication theories. In addition to elaborate effective
communication skills between the two departments will lead to major productivity and
profitability of form. Hence the application of these communication skills will lead to a
specific combination of working and reducing the issue faced by the company.
CONCLUSION
From the above report, it can be concluded as the jaguar is facing high levels of customer
satisfaction issues in the geopolitical and pandemic situation. There is a new set of employees
hiring in the customer satisfaction and customer service department. Managers have to analyze
the employee and their significant style with a combination of communication theories.
Managers have the need for implication of important communication skills to run the business in
an effective manner.
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REFERENCES
Books and Journals
Online
Saadat, V., & Saadat, Z. (2016). Organizational learning as a key role of organizational success.
Procedia-Social and Behavioral Sciences, 230, 219-225.
Park, S., & Kim, E. J. (2018). Fostering organizational learning through leadership and
knowledge sharing. Journal of Knowledge Management.
Barão, A and et.al., (2017). A knowledge management approach to capture organizational
learning networks. International Journal of Information Management, 37(6), 735-740.
Liao, S. H and et.al., (2017). Assessing the influence of leadership style, organizational learning
and organizational innovation. Leadership & Organization Development Journal.
Tortorella, G. L and et.al., (2020). Organizational learning paths based upon industry 4.0
adoption: An empirical study with Brazilian manufacturers. International Journal of Production
Economics, 219, 284-294.
Online
Organizational Learning 2020. Available Through. <
https://www.valamis.com/hub/organizational-learning>
What are Learning Styles. 2016. Available Through.
< https://www.psychologytoday.com/us/blog/mouse-man/201504/what-are-learning-styles>
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