Communication Skills for Business

This document provides an overview of communication skills for business. It covers various communication systems and models used in business, methods and benefits of formal and informal communication systems, principles of effective communication, and the use of technology in communication. The document also includes different styles and methods of oral communication.

COMMUNICATION
SKILLS FOR BUSINESS

Table of Contents
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
Theory 1.1...................................................................................................................................................3
Various communication systems and models used in business................................................................3
Theory 1.2...................................................................................................................................................6
Methods that are used and benefits of both formal and informal communications systems.....................6
Theory 1.3...................................................................................................................................................7
Principles of effective communication....................................................................................................7
Technology is used in various types of communication..........................................................................8
Theory 1.4...................................................................................................................................................9
Barriers of effective communication.......................................................................................................9
TASK 2..........................................................................................................................................................9
Theory 2.1...................................................................................................................................................9
Different styles and methods of oral communication..............................................................................9
Theory 2.2.................................................................................................................................................10
Important point to remember while delivering a speech or presentation................................................10
Theory 2.3.................................................................................................................................................11
Important point to remember while answering a question.....................................................................11
Role play...............................................................................................................................................12
TASK 3........................................................................................................................................................14
Written communication.........................................................................................................................14
CONCLUSION.............................................................................................................................................16
REFERENCES..............................................................................................................................................17

INTRODUCTION
Communication skills help to manage, plan, promote, and organize and to innovate
marketing, development, systems and management in a business. It is crucial for promoting and
marketing the business. This inspires the people in order to work towards their organizational
goals. The report will cover various communication models and systems. It will describe the
methods that are used in business and also explain the benefits of formal and informal
communication system. It will further explain principles of effective communication. The study
will explain use of technology in various types of communication. It will describe various
barriers in communication. The report will illustrate various styles and methods for oral
communication. Moreover, report will cover a role play. Lastly, the study will cover
communicate information by using appropriate written methods and business styles.
TASK 1
Theory 1.1
Various communication systems and models used in business
Aristotle Model of communication
The linear model of oral communication is developed by Aristotle. It is considered as a first
model of oral communication and has proposed earlier in 300 B.C. The model is broadly
categorized in five primary elements that are speaker, occasion, speech, effect and audience. It is
a speaker centered model (Aristotle Model of Communication, 2019). The speaker play most
important role in this model. The role of speaker is to convey the lecture or speech to the group
people or audience. The audiences get influenced by the speech. Thus, the role of audience is
passive in Aristotle model. This makes the process of communication one way from the speaker
to receiver. The speaker should be organized its speech or presentation on prior basis as to attract
the target audience. The speech must be influenced the audience who is listening. In addition
Aristotle has given three elements which must be presented while delivering a speech or to
become a good communicator. These elements are described as follows -

 Ethos - This is the type of characteristic which helps to make speaker credible in front of
audience. The audience will not believe on speaker if there is no credibility. It is high
chance that speech will be heard if the expertise gives credibility to person.
 Pathos- If there is connectivity between the audience and speaker; the audience will feel
interested to listen’s the speech. The speaker should make emotional bonds with the
audience in order to make them feel captivated. This helps audience for making them feel
that speaker is their own people.
 Logos - Logos is termed as logic. People will only understand the speaker points if it has
some logic in it. The data and content should be relevant. There must be a logic behind
what a speaker is trying to convey to the audience. The presenter or speaker should use
factual data which is appropriate as per their speech.
Figure 1 Aristotle model of communication, (Source: Aristotle Model of Communication, 2019)
Shannon and Weaver model of communication
This model is introduced by Shannon who was a mathematician and Weaver who was a
scientist. Both of them write an article jointly named as Bell System Technical Journal in the
year 1948. This article is known as Shannon Weaver model of communication. For developing

effective communication between receiver and sender this model is designed (Shannon and
Weaver Model of Communication, 2018). The factor which is affecting the communication is
termed as Noise. This model deals with various concepts which are as follows –
 Sender - It is the originator of the information and message. It is the person by which
message is send.
 Encoder - It is the transmitter that helps in the conversation of messages into the signals.
It is converted Binary data that transmits the message through satellites and cables.
 Decoder - It is just reverse of encoder. The signals are easily convertible into message.
The receiver converts the binary data into message which can be easily understandable by
the receiver.
 Receiver - It is the person whom the message is being received. It is the final destination
of the message. With the help of decoded message the receiver send the feedback to
sender (Holmes, Zhang and Harris, 2019).
 Noise – In the case if the message is affected or distracted by noise than there will be no
smooth flow of communication between sender and receiver. This the channel by which
the message is transferred to decoder by encoder. In between the message are distracted
through the noise such as horn, crowd noise and thunder.
Figure 2 Shannon and Weaver Model (Source: Shannon and Weaver Model of Communication,
2018)

Theory 1.2
Methods that are used and benefits of both formal and informal communications systems
Verbal communication
This communication style use words. The two type of verbal communication is described as
follows -
 Oral communication - It is simple form of communication. This is defined as
transmitting the information to people or subordinates in business in verbal form. The
oral communication can be done in the form of lectures, seminars, class presentation and
speeches. The advantage of oral communication is that it is very quick way of
communication. The speaker feels easy to convey the message to other party.
Disadvantage is that it cannot be documented.
 Written communication - It is reliable and effective form of communication. The
message can easily be transferred to other party with the help of emails, letters, fax and
contracts (Kushaland Nargundkar, 2020). In business the written methods are procedures,
manuals and contracts. It is permanently kept and recorded it is one of the advantage of
written communication. Disadvantage is that it requires time to write.
Non verbal communication
It is the form of communication in which there is no use of words required. It is only
done only by using facial expressions, gestures, postures, touch and eye gaze. The sender use
expression and gesture to explain their feelings to the receiver (Bona, 2016). The use of body
language should be correct and appropriate by the sender; only then the receiver is able to pursue
the message in real sense. To put a long lasting impression and effect while communicating in
business the non verbal communication is effectively used. For example, in business non verbal
communication is done through shaking hands with clients, social kissing etc.
Formal communication
It is also known as official communication in a business. It is done in every business
where communication is done in authorized form. It is done through normal channels in a

business which is legal, authentic and accurate (Hall, 2017). The manager communicates with its
employees by formal communication. It helps to maintain professional relationship between
manager and subordinates in a business. It is done in systematic manner mostly the flow of
communication is drag from upper level to lower level in an organization. Its benefit is that the
manager is able to deliberate the responsibility and roles to its employees by communicate with
them in formal manner.
Informal communication
It doesn't have any structure or hierarchy. The communication is done freely. People in
the business discuss about their personal life, professional and other matters. Employees feel free
to talk with each other (Ghosh, 2019). They are free to share their ideas and information with
each other. One of the disadvantages of informal communication is that there is no secrecy to be
maintain and also don’t have any supporting documentation. Its benefit is that the people are able
to communicate effectively with one another and can share their queries and problems related to
business tasks with one another.
Theory 1.3
Principles of effective communication
Principles of effective communication are as follows -
 Principle of Clarity -The message should be clear and specific. It should be speak in
clear terms and voice (Oussii and Klibi, 2017). The wording of the message or speech
should be clear so that it is easily be understood by receiver.
 Attention - The communication should be done in effective manner so that receiver pays
attention towards the sender. The receiver should pay attention towards the sender
conversation or message in order to respond the message.
 Feedback - For making communication effective it is necessary to give feedbacks in a
business. The feedback is given by the receiver to the sender about the message is
understandable or not The message is understood in same sense in which it is send, to
convey this feedback is necessary.

 Consistency - This principle of communication states that communication is done in
consistent form with objectives, polices, programmes and plans of the business. In case if
the messages are delivered without the consistency and without linking with objectives
than it will create confusion in mind of employees.
 Timeliness - This principle state that communication is done in proper time with the
subordinates by the manager or superior (Kurtz, Draper and Silverman, 2017). The
communication is done on timely basis so that organizational tasks don’t get delayed.
Technology is used in various types of communication
Technology plays important role for doing communication in a business. Various
technological gadgets are as follows -
Emails - Businesses take use of emails for conveying the message to the clients, customers
subordinates and employees (Perry and Miller, 2018). It is formal form of communication which
is done in written form. Business take use of emails in order to send important message
regarding the organization this can be job description, resume, joining letters etc.
Telephones - It is type of verbal communication done on oral basis. In business it is very
commonly used. The employees can talk with their customers through telephones and can able to
attain their queries and problems. Superior and subordinates are also able talk with one another
and can discuss about the tasks through using landline and mobile. It is very easy form of
communication and it is available every time.
Social Media - It is become very popular nowadays. Business is taking use of social media
channels in order to communicate with their customers (Bovée, Thill and Raina, 2016). For
doing advertising and sales promotion they are taking help of such channels as there are high
users who are active on such platform. Thus, the organization is able to increase its sales by
communicating about product on social media.
Video conferencing - This is helpful for conducting the online meetings. It is done with the
people or employees who are working from their homes. It is benefit because it doesn't involve
the time of travelling. It is done with those people who are not physically present. Face to face
conversation is done with the help of video conferencing.

Theory 1.4
Barriers of effective communication
Various barriers to communication -
 Semantic barriers - Semantic barriers refers to signs, symbols and meaning which is
used for doing communication. The word semantic is taken from Greek word which
means signs. Semantic barriers can be termed as the symbolic obstacle which distract
message which are send. This barrier makes the message complex to understand by
receiver. These barriers interrupt the message and make it complicated to understand
(Javed and Umar, 2019).
 Physiological barriers – Psychological barrier means the state of psychology which is
opinions, status consciousness, attitudes and emotions. The communication is largely
dependent upon the mental condition of sender and receiver. If both the person mental
conditions are good and emotionally they are sound than communication is done in
effective manner.
 Personal barriers - The personal barriers refers that personal factors of receiver and
sender also influence the communication process and work as a barrier (Weldy, 2017).
These factors include emotions, life experiences, behavior and attitude that directly
impact the person ability to communicate. These barriers may be of sender or receiver.
 Organizational barriers – It means the obstacles in the flow of information between the
employees which may results in failure of a business. The organizational barriers are
internally created due to unfavorable rules and policies in the organization. The
organization barriers include rules and regulations, facilities in the organization, structure
of the organization, etc.
TASK 2
Theory 2.1
Different styles and methods of oral communication
Oral communication – It means the process of transmit an information in verbal form that
includes the ideas and opinions of group and individual. It can be informal and formal both. Oral

communication is done by mouth. It also includes conversation of people with one another or on
direct basis with the help of telephonic conversation.
Styles of oral communication -
 Presentation - A presentation is a type of oral communication that helps to convey or
present about a topic to the people or audience (Blewitt, Parsons and Shane, 2018). It is
typically a demonstration, introduction, speech and lecture which mean to inform, inspire
and motivate. With the help of presentation different aspects of a thing or a viewpoint can
easily be taught. Presentations in certain formats are also known as keynotes.
 Debate - Debate is among one of the styles of oral communication in which quarreling,
arguments and opposition's are present. It is mostly found in formal discussions of
Different subjects. It can be in parliament, deliberative assembles and public assembly. A
debate includes various views of different persons and their objections.
 Seminar - Seminar is among the various styles of oral communication in which academic
instruction, which can be both at academic institution or commercial one. This style has
function of combining small groups for recurring meetings and focusing on everyone
individually (McKenna and Bayless, 2017).
 Group discussion - It is one of the styles of oral communication which is related to
group of people interacting with each other to share their reviews about a common fact.
The people gather together to discuss on a common topic in which they share their views,
solve problems of each other. It can be in form of meeting, conference calls or on social
media.
Theory 2.2
Important point to remember while delivering a speech or presentation
 Know your audience - Presenting your work with full efficiency is to know the listener
very deeply. If one wants to know his audience very deeply needs to enter in the minds of
his audience and this will help you in your presentation. Keep in mind about your
audience while delivering your presentation. By analyzing the mind of your audience and
their thinking level, one can easily know how much time is required to explain his
presentation in detail to his audience.

 Create a clear and logical structure - The second thing that is to remember is one
should create a logical structure of his presentation that will help your audience to easily
know about your presentation in deep. The introduction of the presentation must be
effective enough which must give an overview of overall presentation (Skrynnikova and
Grigorieva, 2019). But one should not disturb the mind of his audience by giving so
much detailed overview. The overview must be brief but should not be too complicated
to understand.
 Write for the readers specifically - In presentation there should be some visual material
for the audience, the presentation should not limit to a speech. The visual material will
help the audience to understand the presentation with full efficiency and easily. For
providing some visual material one can use some slides to show relevant data about his
presentation to his audience. A good slide is not too long, but must contain around three
clear bullet points. If a person is not confident speaking in English so the person can use
full sentences.
 Use spoken English style - One should use spoken English style rather than using simple
English form. Spoken English is slightly different from simple English. If a person is
making his presentation from some written text material then he must change the style of
text from simple English to spoken English. The simple English is formal but is too
complicated with various punctuations and grammatical structures (Žnidaršiè and Zupan,
2019). While explaining a presentation spoken English should be used as audience will
understand it easily and this is not possible with simple English due various issues in it.
Theory 2.3
Important point to remember while answering a question
 Speak briefly to the point - Listen a question carefully and understand the sense of
question. Try to limit your answer to the requirement and avoid speaking a whole
paragraph explaining something that either does not need explaining, or that has not even
been asked.
 Avoid overlapping of words - Make sure your words are properly spoken out. Don’t
squeeze in ten words in the same line (Kowalewski and Halasz, 2019). One will find it
difficult to understand such overlapped words. Your voice should be simple and clear.

Try to speak the answers in points. Avoid combining of different answers together while
speaking.
 Choose relevant facts and figures to include – While answering a question the answer
should contain relevant figures, facts and data that help to display the knowledge related
to a specific subject. Before answering any question first thing about the subject matter.
 Pay attention to your grammar and punctuation – The answer should not contain any
grammatical or punctuation mistakes that can impact the essay or written documentary
(Okoro, Washington and Thomas, 2017). If you answer up with an inappropriate
grammar then the answer will not be communicated properly.
Role play
Oral communication is a type of communication where in the person communicate with
another person by way of speaking or verbally. This communication is more suitable and good
for the person and business as this will assist them in making the other person understand in
much better terms (Young and West, 2018). This can be both face to face or over phone and cell
phones. There are many different types of style in which the oral communication can take place.
The most common is the group discussion under which people in a group discusses about the
common topic and every person within the group shares their ideas and views. Another type is
seminar and speech wherein an expert is brought who shares their experience and information
relating to their field with the audience present.
For better understanding of the oral communication a small role play is presented. The situation
within the role play is of an irate consumer who has not got their delivery as they have taken
holiday from work. The situation starts with consumer calling the manager of company and
manager receives the call.
Manager: A very good morning to you sir! How can I help you sir?
Consumer: I have not yet received by order and now I just don’t need it and just keep the
delivery with you only. Also, I need all the payment which I have made in advance as the service
of your company is not good.
Manager: We are extremely sorry for the inconvenience made to you because of not delivering
the product to you on time. We will surely make up to you for the mistake of the company.

Consumer: I don’t want to hear for the useless excuses form your side and the final decision is
that I don’t want the delivery now and will not take it.
Manager: sir please tries to understand our situation as the transportation routes are closed and
because of this we were unable to deliver the product to you. But now as the inconvenience has
caused so I would offer you a 20 % discount in the cost of the product. Please kindly receive the
delivery and clear the dues after deducting 20% discount.
Consumer: OK but this is for the last time I am receiving the order.
Manager: Thank you so much and now I will personally make sure that no any other
inconvenience is caused to you from the side of company.
From the above incident it is clear that the oral communication assists the company to a great
extent. This is majorly because of the reason that when the person communicates orally then the
respondent can also see the facial expression of the speaker which is not in case of written
communication. If in the above situation the manager had used the written communication, then
it might be possible that the consumer might feel that the manager was rude (Raba, 2017).

TASK 3
Written communication
Written evidence
Letter writing -
The Manager,
MLH
Cambridge
Sub: Application letter for vacancy of production Manager
Dear Sir,
I recently saw your advertisement on a social site for the post of production Manager in your
company. I want to apply for the same and I am enclosing my full bio-data for your information.
I think I am a suitable candidate as I have a work experience of seven years with a company at a
similar post. The only reason I had to leave my current job is because they had closed their
business. I have done many projects and I have experience to work in a way which will be
beneficial for the business. I have used my various skills and I have ability to work with different
types of people. I believe I will be suitable for your challenging team.
I am very hard working and I am very flexible, quick to pick up new skills and have a hobby to
learn from others. I also have lots of unique ideas that can be used for new projects. I have
excellent references and would be confident to discuss with you in person. I hope you will
consider my bio-data for further step. I am looking forward for your response.
Yours Sincerely,
XYZ

Email writing -
Subject Line: Interview
Hello Mahesh,
Thank you for short listing me for an interview on 12th August in your office. I am requesting
you if the time for the interview could be changed from afternoon to morning. I will be available
to come any time before 2 pm. The only reason is because after 2 pm. I have a flight to Paris that
afternoon from here and should be available before that. I am very happy to know that there
some possibilities for me to join your company. Even I am looking forward to meet you in
person and discuss more about my previous experience.
I will carry all the necessary documents as mentioned in your invite. Please let me know if you
could change the time of the interview. Your message will reach me by sending me a text or
calling me on 07264829268.
Thanking you in anticipation
Best Regards,
Yours sincerely,
XYZ

CONCLUSION
It has been concluded that communication skills is important for a business. Effective
communication helps to organize, manage, promote and plan innovative marketing strategies in a
business. It has been determined that there are two types of communication verbal and non
verbal. In verbal there is oral and written communication. In non verbal there is use of body
postures, gestures and face expression. It has been summarized that technology like emails,
internet, social media and telephone is used to do communication in the business. It can been
said that organizational barriers are those barriers which are created through the rigidity in the
organization. Sometimes, rules and regulations, polices, structure etc are some of those reasons
through which barrier is created. Psychological barriers are those which are related individual
behavior, like & dislike and attitude towards the business.

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Online
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https://www.toolshero.com/communication-skills/aristotle-model-of-communication/>

Shannon and Weaver Model of Communication, 2018. [Online]. Available through:<
https://www.businesstopia.net/communication/shannon-and-weaver-model-
communication>