Effective Communication Skills in Business: A Comprehensive Report

This report analyzes communication skills within a business context. It begins by examining various communication models, including Berlo's SMCR model and Shannon and Weaver's model, and their advantages in clarifying complex information and fostering relationships. The report then details different methods of communication, such as oral, written, verbal, and electronic methods, along with their respective advantages and disadvantages. Furthermore, it explores the principles of effective communication, emphasizing simplicity, clarity, and attentiveness, while also identifying common barriers like emotional and cultural differences. The report includes a customer service interaction scenario to illustrate oral communication styles and methods, and provides examples of written communication through a business information leaflet, a CV, and an email. Overall, the report provides a comprehensive overview of effective communication strategies essential for business success.

Unit 3.26 Communication
Skills for Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Communication model and system used in business..............................................................1
2. Methods of communication.....................................................................................................2
3. Principles of effective communication and barriers in effective communication...................4
TASK 2 Oral communication..........................................................................................................4
2.1 Styles and methods of Oral communication.........................................................................5
Task 3 Communicating in writing...................................................................................................7
3.1 Communicate business information in writing.....................................................................7
Leaflet..............................................................................................................................................7
CV....................................................................................................................................................8
PERSONAL DETAILS..............................................................................................................8
EDUCATION.............................................................................................................................8
WORK EXPERIENCE...............................................................................................................8
SKILLS.......................................................................................................................................8
REFERENCES............................................................................................................................8
E-MAIL............................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
To perform any type of roles and responsibilities in effective manner, it is essential to
have strong interaction with others. This is only possible when one understands the requirement
and needs. There are different form of communication that can be done within the organization.
It is important that proper selection is done for the tools so that rate of confusion can be reduced.
Present report is focused in considering the strategies that are applied and the aspects that are
needed to be taken into consideration.
TASK 1
1. Communication model and system used in business
In order to have effective communication, there are different type of communication
model. When there is a proper procedure used within the company, then it becomes favourable
enough to determine the flow of communication. There are many advantages when use of proper
models are done. In this context, below given are some of the advantages:
 These are effective enough to clear up complexity. In situation when there are events to
be taken place, then communication model enables to reduce the rate of confusion.
 Further, these are helpful enough to develop strong relationship with workers.
 They also provide the opportunity to ask questions to render general perspective.
Below given are some of the models that are included in communication:
Berlo’s SMCR Model: It was in the year 1961 when David Berlo developed this model.
As per this model, it is helpful to show the path of communication. More specifically, it includes
Sender, message, channel and receiver. Apart from this study, he also focused on the components
that affects communication in negative manner. Further, it also makes emphasis on decoding and
encoding. This is a process that take place between sender and receiver. It does not have any type
of two way communication and it does not even have concept of feedback.
Shannon and Weaver: In the year 1948 this model was developed by Claude Elwood
Shannon. Use of mathematical theory was done for communication. The model developed by
these two people is known as mother of all models. In accordance with the process of this model.
Sender will form the idea and will covey it in a form which can be understood by receiver. Then
receiver will be focus on decoding the information. Use of channel is also important so that
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receiver is connected. In order to understand the concept in effective manner, below given are
the concepts included in this model:
Sender This is the person who forms an idea which he/she is willing
to communicate.
Encoder This is the type of machine that is being used by sender in
order to convert the information in understandable form.
Channel It is via- medium which is used by sender to send the
message.
Decoder It is also a type of machine which is used to convert multiple
information and signals into message who send the message.
Receiver A person who receive the message or place where the
message should reach. Feedback or response is provided by
receiver.
Noise It is physical disturbance such as people, environment etc.
which hinders the message to reach at the final destination.
For the businesses like hospitality, products industries, etc., Shannon and Weaver is effective as
it enables to provide feedback from receiver.
2. Methods of communication
Within the organizations, management make use of different methods so that they are able
to have effective communication. In this context, it includes reading, writing, listening, and
speaking. Below given are essential methods that are included in communication:
Oral communication: This can be determined as a process in which idea or information is
conveyed to other through word of mouth. This can be informal or formal. There are examples,
for oral communication like taking directly, through telephone, etc. there are some advantages
and disadvantages, which are as follows:
Advantages Disadvantages
 It is more
personal.
 Less time
consuming.
 Less formal.
 Less reliable.
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 More flexibility.
Written communication: The sender make use of written form in order to convey
information. This is another effective form of method that enables the receiver to go through the
written detail and then to understand and respond accordingly. For example, writing letters,
reports, bulletins, etc. This form method is less flexible. Below given are advantages and
disadvantages:
Advantages Disadvantages
 It is more appropriate
for long distance.
 It can be sent to many
people at same time.
 It can be used as legal
evidence of documents.
 Time consuming.
 No scope.
 In case of
emergency it is
not useful or
effective.
Verbal communication: This is considered to be the modern form of communication. It can be
performance by making use of eyes, map, poster, facial expression, etc. In other words, this is the
form of communication that a person gets through watching and reading.
Advantages Disadvantages
 It is the most
impressive way of
communication.
 Easily
understandable.
 More reliable.
 Not useful when
people are situated in
long distance.
 Not reliable.
 Need extra knowledge
to operate.
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Electronic method of communication: This method is considered to be the most effective
form for communication. It consists of advanced technology, electronic methods that has made
people to connect with others. For example, social media, email, etc.
Advantages Disadvantages
 It educates people.
 Less time consuming.
 Fast travel of
information.
 Costly affairs.
 Health problems.
 Increase in
individualism.
3. Principles of effective communication and barriers in effective communication
For effective communication certain principles are to be followed :
 Principle of Simplicity
 Clarity
 Planning
 Accuracy
 Attentiveness
 Relevancy
 Feedback
 Time Consideration
Barriers in effective communication :
Barriers refers to the miscommunication or any factors that leads to communication failure.
Following are the barriers in communication :
 Emotional Barriers
 Difference in Perception
 Cultural differences
 Physical disabilities
 Lack of attention
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TASK 2 Oral communication
Below given mentioned is the conversation that has taken place between me and customer:
Customer : Hello, Is this customer service for XYZ
Me : Yes, How can I help you sir?
Customer : I have a complaint against your delivery service, as I have not received my promised
delivery on yesterday. I have been waiting for my order's delivery as I have urgent requirement
of the product and even I have taken a day off from my work for receiving my order's delivery.
Due to late delivery I have to face certain difficulties.
Me : We are really sorry for the inconvenience that have been occurred to you sir, and thank you
for informing us about the inconvenience caused to you by our delivery services. We would
make sure that it would not happen again. Once again sorry for the inconvenience sir, please give
us a chance, and we would impress you on your next order sir.
Customer : OK, Thanks.
Me : Thank you sir, please feel free to contact us if needed any assistance.
2.1 Styles and methods of Oral communication
Oral communication refers to the exchange of information, ideas and facts through
speaking with mouth directly or indirectly(through phones, etc).
Oral communication Written communication
 Words from mouth.
 Speedy
 Immediate feedback
 Written texts.
 Slow
 Feedback takes time
Features of Oral communication are :
 It takes less time.
 Flexible than other form of communication.
 Immediate feedback.
 Better understanding (Shockley-Zalabak, 2014)
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Types of audience :
Audience is the one's to whom the message is been expressed or conveyed. Following are
some of the audience in business communication :
 Colleagues : Communication with people at same level in organization, leads to
cooperation and understanding among the employees, needed to coordinate tasks, share
information and solve problems.
 Customers : Communication with customer is needed to establish a relationship, to
promote goods/services and for customer support (Macnamara and Zerfass, 2012).
 Suppliers : Communication with supplier is needed for maintaining the stocks and supply
of raw material.
 Board : feedback are been communicated to Board by the employees regarding their
decisions.
Different methods of oral communication :
Following are the different styles or methods of oral communication :
 Conversation/Dialogue : It means informal discussion of views, ideas, facts to another
person. Its also known as face-to-face communication.
 Formal presentation : Presenting ideas to an individual or a group effectively within a
given time, according to the needs of the audience (Schwarz and Pforr, 2011).
 Group Discussion : Exchange of ideas and thoughts to take a decision on a special matter.
 Interviews : Meeting between two or more persons with a view to know each other.
 Formal and informal : Formal refers to exchange of information officially. Whereas
informal refers to exchange information orally at breaks, outside office, etc.
Use of verbal and non-verbal communication to build rapport :
Rapport is an understanding with an individual or group which makes communication
easier and effective. By using verbal and non-verbal communication, individual feels valued,
understood, they have options and don't feel over-controlled (Huang, Baptista and Newell,
2015).
Adapting communication for different audiences :
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For audiences whose vision and hearing is restricted, may find difficulties in
communicating with others (Dozier, Grunig and Grunig, 2013). For blinds hand-under-hand
signing, speech can be used and for people with impaired hearing written and lip reading
methods can be used.
Task 3 Communicating in writing
3.1 Communicate business information in writing
Leaflet
Business information leaflet
Zion Digital
Studio
Bringing your imaginations
into reality
(contact for all Photography
and videography needs)
Highlights:
 Photography and
Videography for all
events.
 Total wedding
Coverage
 Prewedding shots and
films
 Portfolio shots
 Candid Photography
 Event Photography
 Fashion Photography
 Video editing
 Digital Canvera albums
For more Detail :
Zion Digital Studio
3 Edgar Buildings
George Street
Bath
England
Mob. : [phone]
mail : [e-mail]
website:
www.ziondigitalstudio.com
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CV
EDWARD LEWIS
PERSONAL DETAILS
Address : 14 Tottenham Court Road, London, England
Date of Birth : 15 March 1994
Contact no : 009482759673
Email : [e-mail]
EDUCATION
Course Year University/Board Percentage
M.B.A. 2016 - 2018 Edinburgh University 70.00%
B.com 2013 - 2016 Edinburgh University 65.00%
Secondary (12th) 2013 CCEA 68.70%
Primary (10th) 2011 CCEA 80.00%
WORK EXPERIENCE
1 Year of experience as Store In-charge at ABC Suppliers from May 2016 to April 2017.
6 months experience as Accountant in XYZ Pvt Ltd. From June 2017 to December 2017.
SKILLS
Softwares : Tally Erp-9, Quick book and Microsoft Office software (Excel and word)
Languages : English, German & French
REFERENCES
Available upon request
Edward Lewis
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E-MAIL
From:[e-mail]
To:[e-mail]
CC:
Subject: Re:Apology in response to customer complaint.
Dear Esteemed Customer,
Thank you for mailing us and notifying your difficulties you've faced due to our service.
We are very sorry about the difficulty that you have encountered during your last order with us,
as the order was not delivered on time.
Despite our most efforts to deliver the order on time, its unfortunate to not deliver the order on
time. We are very sorry for the inconvenience that you have to face by have to take a day off
for receiving your order. We will do our best to make ensure this would never happens again.
Please give us a chance to serve you one more time and this time we promise you to impress
you on your next order.
Thank you for your understanding and cooperation. If you need any assistance and have any
queries please feel free to contact me on +009458418647.
Sincerely
James John
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CONCLUSION
From this report it can be concluded that communication plays an important role within
organisation. Main focus of the company should be develop effective interaction between
employees. Organization should train their employee to adopt proper communication technique
to improve the interaction between the employees, management and the customers. Organization
should try to eradicate the barriers that would occur in the communication channels. They should
promote both formal and informal communication to smooth functioning of the organizational
communication.
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