Communication Skills for Business - Importance, Models, Methods, and Examples

This report discusses the importance of communication skills in business, different models and methods of communication, and examples of effective communication through role-play, CV, report, and formal email. It also covers the role of communication in achieving organizational objectives and avoiding conflicts in the workplace.

Communication Skills for
Business

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT............................................................................................................................3
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................5
Written CV...................................................................................................................................5
Report (personal statement).........................................................................................................6
Formal Email...............................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Communication is an effective tool that helps a business in different ways right from
defining the roles and responsibilities, employee engagement, accomplishing organizational
objectives and any related business activity needs effective communication. Effective
communication can be only possible in an organisation with proper selection of tools of
communication in order to reduce chaos and misinterpretation. There are different
communication of models used in the workplace, the methods of communication that helps to
deliver effective information and two-way communication between the employer and employee.
It is important to practice effective communication in the workplace in order to eliminate and
avoid any conflicts and misinterpretation in the workplace. This report clearly delivers the
importance of communication in the workplace that how it helps to improve business function
and accomplishment of the organizational objectives. Without effective communication a
business might lose sight of how to control both internal management and the external market
factors. This reports covers models, methods and ways for effective communication in the
workplace, role pay for responding to the customer’s grievances, Letter, CV, Email in order to
support effective communication (Lenard and Pintarić, 2018).
MAIN BODY
TASK 1
Covered in PPT
TASK 2
Role play a response with a customer who has not received the promised delivery having taken
holiday from work
Role playing is defined when two or more than two people act I would roam in a
particular scenario. Role play of customer service to different scenarios supports to train and
guide employees of how they can improve their communication with the customers and deliver
improved customer experiences. The report delivers role-play response to communicate with the

customer who has not received promised delivery having taken holiday from work (Varela,
2020).
The impatient customer
Customer: I ordered products online from your organisation and I have not received the delivery
yet. What’s going on?
Representative: I sincerely apologize for the inconvenience. I assure you that your issue will be
resolved within a week. Organisation does not supports for customer inconvenience but due to
certain technical issues the delivery has been delayed. As an apology from the organisation, we
are offering you a 25% discount on your next purchase.
The dissatisfied customer
Customer: Hello, I have ordered from your company’s website about six days ago but there is
no sign of delivery status nor any message from the organisation about the delivery of the
product. I would like to cancel my purchase and ask you to return my money.
Representative: we are sorry for the inconvenience. We are facing a very hard time for
delivering the products to the customers due to hype in the demand of the product. We are very
regretful for the inconvenience you faced but we ensure that your order will be delivered within
four days. However, you can always return or cancel your order anytime from the website, you
can click on to the button of cancel my order and the money will be refunded within business
days (Munro, Lemmer and Pretorius, 2015).
Customer: thank you for your response, it will be great help from your side.
The angry customer
Customers: This is not the first time that I’m complaining about the same issue, that I haven’t
received any delivery response from your end I have put my money at stake for choosing your
services rather refund my money back or deliver the product as soon as possible.
Scenario 1: issue on client side
Representative: We are sincerely sorry for the issue that you are face we can understand the
frustration of not getting your order product on time. I have checked into your account the issue I

have found is That you need to update the version of software that you are using. Please
download it and try it again for getting latest updates of your ordered products. We Looking
further to serve you in future (Pope, 2015).
Scenario 2: the company at fault
Representative: we are sincerely sorry for the inconvenience and the bad experience pertaining
to the issue that you are facing. We assure you to fix this issue within two days and give you the
possible solution for the inconvenience you faced. As apology from our end we want to give you
45% of discount on your next purchase.
When you don’t know the answer
Customer: Hello, I recently ordered direct from your site right now I’m not able to track my
order, can you give me the number of the distributor with the exact location so that I can
schedule my further utilities and work pertaining to the product accordingly (Riley and Simons,
2016).
Representative: Thank you for reaching out to customer care, you can always get the exact
location of the status of your order item and the shipment on track my purchase option of your
account. Your order has been shipped from our end and when it will be delivered to the delivery
agent of your location, we will always share you the contact information of the delivery agent
with location. Please feel free to contact the delivery agent (Schartel Dunn and Lane, 2019).
Thank you
TASK 3
Written CV
John Louis
Address: 28, Oxford Street, London
Name: John Louis
Date of birth: 1-Dec-1990
Profile:
I am experienced professional in the realm of customer service, sales and administrative skills.
With the quality of good interpersonal and communication skills I am looking to work in a

reputable business form. Good team working skills and Highly confident I am always
determined for my work and have the ability to meet the deadlines I want to work and deliver
my services with fuller of my knowledge that helps both myself and the organisation.
Education:
Qualification Year of completion Board/Institution Subjects
Bachelor of Business
Administration
2012 University of
Strathclyde
Arts
Diploma in Business
management
2014 University of
Oxford
Arts
Masters in Customer
service Management
Skills:
Microsoft office
Email
Languages and communication skills
 English, Welsh
 Good communication skills both written and spoken.
Work experience:
 Verdant Leisure (UK) Customer Support
 Freshways (UK) Customer support
Interest and activities:
I love surfing on internet and working on research paper to enhance my knowledge, I like to
read books, painting and travelling.
Objective:
I’m looking ahead to work in a reputed organisation in order to enhance my knowledge and
learn professional skills so that I’m able to develop and achieve my career objectives and. I
want to work with further of my knowledge that benefits both organisation and self.

Report (personal statement)
Statement of Purpose
My name is John Louis, As applicant of Masters in customer service management in your
renowned university. I would like to deliver you information about my educational
background objectives.
I completed my bachelors of business Administration in the year 2012 from University of
Strathclyde and completed my Masters in customer service management in the year 2014 from
University of Oxford. I have acquired different internships provided by the University in order
to enhance my knowledge and develop my interest.
After that I completed my education, company such as Verdant Leisure and Freshways as
customer service executive in order to give practical shape to my acquired knowledge. I also
realized that I need to work more on developing my own knowledge for Customer service
management. If I get enrolment in this institution, I will get a big apology to enhance my
knowledge and achieve specialization in different subjects pertaining to customer service
management.
I have chosen this university as it is one of the most top ranked universities that delivers white
varieties of subjects and other study programs for the students.
My career aim is to pursue and complete Masters in customer service management. I am fully
determined to accomplish my career objectives and I will do so with the completion of this
program at your university. Between the schools will benefit me and Natalie in my personal
but also in my professional career.
Best regards,

Formal Email
2 July 2021
28, Oxford Street,
London
Respected Sir,
Subject: Non-acceptance of Job Offer application
I’m obliged to get a response from your end after that have a beautiful the interview round, I
feel so delighted of been selected as a customer service executive at your organisation. I have
mailed you and showing my extreme apologies as I will not be able to join your organisation
for the time being as I am currently pursuing masters in customer service management.
To time when I appeared for the interview at your organisation and also appeared for the
University examination for my master’s degree results of which have also been declared. I am
very excited and delighted to share this good news with you that I have got that mission in
University of London for Masters in customer service management program, I need to join till
the last week of August. I regret I need to join till the last week of August. I need to focus on
completing my education first which is my pure I need to focus on completing my education
first which is my Priority right now from any other opportunities. On the same end, I also feel
very regret that I have missed a great opportunity for working in attributed form.
Please keep my CV in your data base so that after that I complete with my Masters, your
organisation will give me an opportunity to work again.
It’s a kind request from you to cancel my application for this specific job role right for now
and give someone your organisation will give me an opportunity to work again.
Kind regards
CONCLUSION
Communication plays an important role for delivering right information. The report
delivers importance of communication that helps both organisation and individuals. The report

delivered different communication of models used in the workplace, the methods of
communication that helps to deliver effective information and two-way communication between
the employer and employee. The role-play of customer’s service executive delivered that how a
customer representative must respond and communicate with the customers in order to deliver
right solutions and benefit both business and self. Written communication is also important that
helps to deliver accurate and precise information to the receiver. One such example of written
communication is writing on CV which helps to get employment. Written communication also
helps in writing report and formal emails in both professional and academic life to address the
full knowledge and skills and get professional and career opportunities.

REFERENCES
Books and Journals
Lenard, D. B. and Pintarić, L., 2018. COMPARISON OF EMPLOYERS’AND
STUDENTS’PERCEPTIONS REGARDING COMMUNICATION SKILLS. Journal of
Teaching English for Specific and Academic Purposes. 6(1). pp.063-082.
Munro, M., Lemmer, K. and Pretorius, M., 2015. Theatre strategies to develop emotional
intelligence skills in business communication: An exploratory study. Southern African
Business Review. 19(2). pp.1-26.
Pope, S. A., 2015. Strategies for developing interpersonal communication skills for business
students (Doctoral dissertation, Walden University).
Riley, T. J. and Simons, K. A., 2016. The written communication skills that matter most for
accountants. Accounting Education. 25(3). pp.239-255.
Schartel Dunn, S. G. and Lane, P. L., 2019. Do interns know what they think they know?
Assessing business communication skills in interns and recent graduates. Business and
Professional Communication Quarterly. 82(2). pp.202-213.
Sharma, G. V. and Shivakumar, J., 2019. Project Assignment as an Effective Method to Enhance
the Communication Skills of Business Management Students. IUP Journal of English
Studies. 14(3).
Varela, O. E., 2020. Teaching core soft skills into business curriculum: Can we teach
longitudinally?. Journal of Education for Business. 95(3). pp.180-192.