Communication Skills for Business

This report discusses the importance of communication skills in business and provides insights on oral and written communication techniques. It covers topics such as the role of communication in business success, oral communication through role-play, and written communication through formal reports, letters, and emails.

Communication
Skills for
Business

Contents
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
TASK 2..........................................................................................................................................................3
TASK 3..........................................................................................................................................................4
CONCLUSION...............................................................................................................................................7
REFERENCES................................................................................................................................................8

INTRODUCTION
Communication skills are required in order to ensure that the right message is given to
the intended person (Charoensukmongkol and Sasatanun, 2017). They are a must in a candidate
so that desired success can be obtained without facing any issues or problems. These skills are
extremely essential so as to ensure that the right candidates are selected in an organization for its
work. In this report, a detailed analysis will be made on communication done by the businesses,
oral communication for the purpose of conversing in a competent manner. Also, specific focus
will be made on communicating properly in writing.
TASK 1
Covered in PPT
TASK 2
Oral communication refers to a process of expression of ideas through the medium of
speech and it is important for playing a crucial role in the life of students (Cigar, 2017).
Role-play of conversation with an irate customer-
Me: Good Morning Sir. How are you?
Customer: Not fine at all. The delivery which your company promised at time has not
been yet received by me. So many days have passed and I am still waiting for my parcel order.
Me: Sir please calm down. Relax. Sit here and tell me in detail about your problem so
that I can take the right steps for solving it.
Customer: I had ordered a mobile phone with an ecommerce company which was
supposed to be delivered to my home within a few days. The courier responsibility lies with your
company only.
Me: I understand your problems sir and the issues which you must be facing due to the
non-receipt of your parcel order. Can I request you to provide me with the order tracking number
please so that I can check the status of your parcel with our company.
Customer: Yes. Here it is. The number is 469128.
Me: Let me check the status of order sir.
Customer: Sure.

Me: Sir, After checking the information relevant to your order I have found that the
delivery was attempted by our delivery boy at your home but you were not present in person in
order to collect your order. Thus, the parcel could not be delivered to you on time.
Customer: Well, Actually yes it is my fault also. I was not present at my home due to the
holiday which I had taken from work. I should have ensured my presence to collect the parcel.
Me: No problem sir. You will get your order. I will put a request for the delivery to be
attempted again at your home. Please make sure that you are available in person to collect the
parcel which will be delivered to your home by our delivery team.
Customer: Yes Sure. Thanks a lot for your kind cooperation and help which you have
extended to me.
Me: Thank You Sir. Have a nice day.
TASK 3
Written communication refers to making use of written words in order to deliver the
required information.
Formal report-
Deliveries in the new age
The pattern of delivering parcels has witnessed a very dynamic change as there are different
methods which have come up replacing the traditional channels of delivery which were in use
since a long time (Clokie and Fourie, 2016). The traditional methods have relied a lot on delivery
boys roaming from houses of customers to deliver their orders on time. However, nowadays
plenty of innovative techniques can be used by them to ensure delivery of products.
Some of these techniques are as follows-
 Drone delivery- Drone delivery is gaining popularity nowadays (Coffelt, Baker and
Corey, 2016). This is due to the convenience it provides to the companies. There is a
significant reduction in the terms of cost when the delivery is attempted through the use
of drones.
 Droid delivery- Droid delivery means the use of advanced and robotic technology for
attempting the deliveries (Haris and et.al., 2019). This is done at the nearest outlet or
delivery location. This helps the companies significantly to reduce their costs effectively.
 Big Data- It can be used in order to manage the whole process of delivery from the
starting till the end.

 Hyperlocal Delivery- Hyperlocal delivery means delivery done within very fast within a
few hours of time (Harris, 2016). This is also a latest innovation in terms of deliveries
which the companies are using in order to enhance their profits.
Thus, with the combination of traditional as well as innovative methods for delivery the
e-commerce companies are making sure that they are reducing their costs of delivering
the products to their customers without any problems (Jones and et.al., 2017). This can
allow the companies to target more profits and thus this will lead to wards their
sustainable growth in the future time period.
Letter-
Appointment Letter-
To,
Mr. XYZ
London
United Kingdom
Dear Mr. XYZ,
This is with reference to the interview which was conducted a few days
back. You are appointed at the post of Assistant on the following terms and
conditions-
Position- Assistant
Location- London, United Kingdom
Medical requirements- The job requires you to be medically fit at all
times.
Emoluments- You will draw a starting salary of 30000 pounds per month
which may be increased if the company finds that your performance has improved
substantially after joining.
Roles and Responsibilities-
 To be punctual in attending the work.
 To pay the required attention in handling of your responsibilities.
 To not to disclose the secrets of our business to anyone else.
 To maintain the confidentiality of information at all times.
If you choose to accept this offer, please sign underneath this letter and
send it as a courier to the official address of the company with your
acceptance.
Regards,

Email-
From: [e-mail]
To: [e-mail]
Subject: Regarding the issue of orders for dispatch
Sarah,
This is to remind you that many orders are pending with the
company of different clients. These orders are ready for dispatch. The
details regarding these orders are provided as follows-
 914791- This is an order of a mobile phone which the client has not
yet received.
 389012- It contains a hair dryer which the client has not received.
 478901- It concerns with a television set ordered by the customer
which has not been delivered despite repeated attempts made by our
delivery boys at the address given by the client.
 289012- This concerned with a microwave oven ordered by the
client. The client was not present at the address when the delivery
was attempted by our team.
 159023- This order contains a dinner set ordered by our client.
 762381- It contains a mobile cover which has not been delivered yet
to the location of the customer.
These are very urgent orders for which the customers have lodged
queries. They are waiting for the order of dispatch from your side.
Therefore, it is requested that you please provide instructions to the
delivery staff at the earliest so that these items can be delivered to
the clients. Also, don’t forget to make a list of pending orders and
the reasons why they are pending with our company.
Do the needful ASAP.
Michael Smith
Delivery Supervisor
ABC Company

CONCLUSION
From the above report, it can be concluded that communication is quite essential to be
successful. Whether in the written form or oral form it is required to make sure that the message
is received by the intended person. Therefore, the focus should be there on improvement of
communication within an organization to make sure that the goals, targets and objective of the
company are achieved without facing any problems and issues. This will also ensure that the
customers are dealt with effectively and their queries are resolved.

REFERENCES
Books and Journals:
Charoensukmongkol, P. and Sasatanun, P., 2017. Social media use for CRM and business
performance satisfaction: The moderating roles of social skills and social media sales
intensity. Asia Pacific Management Review. 22(1). pp.25-34.
Cigar, D. N., 2017. Employability skills required by accounting graduates for careers in
accounting. ATBU Journal of Science, Technology and Education. 5(2). pp.27-36.
Clokie, T. L. and Fourie, E., 2016. Graduate employability and communication competence: Are
undergraduates taught relevant skills?. Business and Professional Communication
Quarterly. 79(4). pp.442-463.
Coffelt, T. A., Baker, M. J. and Corey, R. C., 2016. Business communication practices from
employers’ perspectives. Business and Professional Communication Quarterly. 79(3). pp.300-
316.
Haris, A. and et.al., 2019, February. Effectiveness of Entrepreneurship Communication Skills in
Business Group: Ethno-Andragogy Approach to Technical Vocational Education and Training
(Ethnographic study: Processed snacks in Sumbawa). In 5th UPI International Conference on
Technical and Vocational Education and Training (ICTVET 2018). Atlantis Press.
Harris, A., 2016. Integrating written communication skills: working towards a whole of course
approach. Teaching in Higher Education. 21(3). pp.287-300.
Jones, M. and et.al., 2017. The hard truth about soft skills: What recruiters look for in business
graduates. College Student Journal. 50(3). pp.422-428.
McMurray, S. and et.al., 2016. Employer demands from business graduates. Education+
Training.