Communication Skills for Business: Importance of Oral Communication and Dealing with Irate Customers

This report discusses the importance of communication skills for business, specifically oral communication, and how to deal with irate customers. It covers the principles of effective communication and the barriers that can hinder it. The report also highlights the role of technology in effective communication. The subject is Communication Skills for Business, and the course code and college/university are not mentioned.

COMMUNICATION
SKILLS FOR BUSINESS

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
TASK – 2.........................................................................................................................................3
Oral communication....................................................................................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Effective communication sills can enhance person work and office relationships, smooth
disagreements and seed up processes (Skyshliak., 2018). Business communication involve public
speaking, written communication, collaboration, listening and non-verbal communication.
Communication needs to be correct, concrete, clear, complete, coherent, courteous and concise.
This report includes oral communication and its important and how a person can communicate
with its customers when the promised delivery not take placed.
TASK – 2
Oral communication
Oral communication through which people can easily converse with each other, it may be
direct or telephonic conversation. speeches, presentation and other discussions all are part of oral
communication. For this task there is a situation which discuss as to response to irate consumer
who has not received the promised delivery. Whereas verbal communication involves the
speeches and words to convey message to others and nonverbal where communication is done
through nonverbal platform like eye contact, body language, gestures. (Mousena, and
Sidiropoulou., 2018). To deal with the irritated consumer following are the things that needed to
be consider-
Remain calm and don’t take it personally: Firstly, I will greet customer and let them talk first,
where role player need to remain calm and need to actively listen consumer view point. It is up
to me to make consumer cool down and provide them solution that could be beneficial for both
organisation and for consumer. When consumer started yelling than there is nothing will achieve
by responding in same manner. So it’s better to let them speak first and also in such it is
important that role player don’t need to take it personally because consumer is displeased with
organisation they are not angry with role player. To allow them to discuss first will also be
beneficial as it will create the sense of understanding in consumer that their complaint is being
actively listened, so it will calm down their anger, with this they will also proceed to down their
tone pitch.

At such situation I will try to remain calm and also to show neutral facial expression that
will help me to not rolling my eyes so it does not make consumer to feel like their complaint is
not being listened. I will make sure to maintain the healthy level of eye contact and for stance I
will ensure to maintain the open posture. To deal with irate customer I will also ensure to be
discreet and to speak in slow manner with lowered voice.
Utilise best listening skills: Initial things is consumer all wants is to vent and they want
someone who listen their points of disappointment. As for me I will also listen to consumer to
defuse the situation as long as customer feels acknowledgement in their complaint.
Actively sympathize and apologize gracefully: In this case consumer has taken leave from
their work, so it is my responsibility to express sympathy towards his unpleasant consumer
experience. It will calm him as well as enables him to show interest and trust in my justification
towards not delivering the product. It is also important to apologise gracefully whether the
complaint is legitimate or not irrelevant, ultimately all I want is to not let customer to go, so I
will apologise on behalf of company, I will provide the consolation statement like “I am sorry
you have faced problem in not receiving the product”, let’s see what things we can do to make
all things right. Additionally, I will make sure to be mindful with my words and other nonverbal
cues as to not show sign of aggression, impatience that can only escalate the situation.
Find and proposed the solution: Once it is identified that why consumer is unhappy then it’s
time to make solution, in result most of the consumer want some degree of satisfaction. I will
provide the solution even it is some consolation words or other benefit on behalf of company so
that they will not switch their buying of products to other firm (Radovic Markovic, and
Salamzadeh., 2018). After consumer is on their way to home I will calm down myself and not let
the stressful experience to linger inside me.
Thus all I want is to make consumer feel happy with my proposed solution, so I will
further work on improving my communication and negotiation skills so that it will be helpful in
dealing with such situations. at that time, I was very nervous because consumer was keep on
complaining that they have taken leave specially for the product, so it has put pressure on me to
proposed the solution which worth consumer time plus to manage their complaint so that they
will remain loyal consumer for the company.
This has two types that is informal and formal oral communication. Informal oral
communication involves telephone conversations, face to face conversations and discussions

which take place at the formal business meetings, its advantage is that it is more compatible and
flexible as compared with formal communication. Whereas formal communication includes
presentation, commencement speeches at graduation ceremony and classroom lectures. Hence
formal communication is being done through proper pre identified channels, it also follows the
hierarchical structure. Benefit of formal communication is that it is clear, precise and reliable,
additionally it saves the time, therefore because of this I have chosen the formal communication
to deal with irate consumer.
Figure 1 oral communication
Communication is very essential to effective business operations, and also technology of
the 25 centuries has become completely integrated in organization interaction. Organization
networks are faster, here the Internet become influential force, and also wireless communications
have changed the way commercial is performed. Even the latest or advance technologies, like
cloud computing, are presence used to permit companies to function globally without losing
security or limiting user access. Networking permits users to communicate complete traditional
video and voice in a safe system. Networking also permits collaboration on programming,
reports and other document production, taking communications beyond conversational
interaction and into virtual partnerships. Networking is the backbone of the modern technology,
and also forms the essential of how most organization communication is achieved today.
Technology also helps in making communication very effective. By technology business easily
communicate with other departments as well as offices in another country. Technology is very
essential in effective communication. The communication is supposed to be operative only if the
receiver obtains message in the same manner or form and the context by way of it is sent by the

sender. After there is no error in understanding and sender gets correct feedback, formerly
communication can be said to be effective. There are seven principles in effective
communication that is courtesy, conciseness, correctness, credibility, clarity, completeness and
concreteness. Along with this there are some barriers such as lack of trust and transparency,
culture differences, conflicts in workplace different language.
CONCLUSION
From the above report it concludes that the communication skill in the business is important
for giving and receiving feedback, support team collaboration and encourage creativity. Good
communication skill will enhance work and office relationships, increase productivity, improve
customers experience, better organization structure and planning, reduce confusion and stress
etc. the above report illustrate about the oral communication and its importance. This also
elaborate about how an organization will communicate with the customers when they not get
their delivery on time.

REFERENCES
Books and Journals
Mousena, E. and Sidiropoulou, T., 2018. Oral communication skills and pedagogy. New
pedagogical challenges in the 21st century. pp.231-247.
Radovic Markovic, M. and Salamzadeh, A., 2018. The importance of communication in
business management. In Radovic Markovic, M., & Salamzadeh, A.(2018). The
Importance of Communication in Business Management, The 7th International
Scientific Conference on Employment, Education and Entrepreneurship, Belgrade,
Serbia.
Rani, V., 2020. Advantages and Disadvantages of Oral and written Communication.
Skyshliak, O., 2018. The importance of communication in business management (Doctoral
dissertation, Тернопіль: ТНЕУ).
Online references:
Academia, 2022. [Online].
<https://www.academia.edu/34553208/What_is_Oral_Communication>.