Business Communication Strategies in Blossom Corner

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BUSINESS COMMUNICATION
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Executive summary
In this report, importance of business communication has been highlighted by using Five W
model. Importance of empathy, processes of listening and different types of listening skills is
also discussed in order to increase communication factor in between service users and providers.
Communication error from the case study has been identified and effective recommendations are
added so that managers can tackle communication issues as per priority. From the report, it has
been identified that speakers’ speaking power, gestures and pronunciation is important to
increase attraction of listeners about speaker’s speech.
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Table of Contents
Background......................................................................................................................................4
Analysis Section 1: Good Practice in Communication....................................................................4
Analysis Section 2: Analysis of Communication breakdown Causes.............................................6
Analysis Section 3: Managing Improvements.................................................................................7
Conclusion.......................................................................................................................................9
Recommendation.............................................................................................................................9
Reference list.................................................................................................................................10
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Background
Communication is important in the organisations as it allows people to share their ideas, views,
feelings, and facts among different people to reach common understanding. It has been seen that
communication acts as fundamental to existence along with survival of humans’ psychological
understanding in organisation. In this study, Five W model has been described that motivates
people to express their words and emotions in front of listeners. Language barrier, short
sentences, cultural differences, and other issues of communication are identified from the case
scenario. However, there are presence of certain recommendation in study that can guide
Blossom corner staff and service users to improve their communication and interaction factor.
Importance of effective listening skills and its types are also discussed in the study where
speaker can express their thoughts with perfect vocabulary and gestures in front of other people.
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Analysis Section 1: Good Practice in Communication
The Five W’s model is widely used by an organisation in order to handle managing change
issues in a precise manner. According to Kleckner and Marshall (2014), Five W’s deals with five
questions which are who needs to be told, when should be told, what should be told, where
should messages will be conveyed and at the last, who should control interaction procedure. This
model guides Blossom corners to improve interaction and communication level with all the staffs
of care organisation. Moreover, Xie et al. (2016) opine that right messages should be delivered to
listener within accurate time so that they can clear their doubts about speaker words.
Figure 1: Five W model
(Source: Kleckner and Marshall, 2014)
As per the case scenario, it has been seen that lack of clear sentences maximises communication
hindrance due to which service users faced operation issues. Right messages include careful
thoughts where speaker can convey right messages in front of listener in a systematic way. Direct
approach communication skills are present among staffs of Blossom Corners where they use
everyday language for communication. However, Lear et al. (2015) argued that right messages
is complex in nature due to which listeners often misunderstood, misheard, ignored, misinterpret
the messages of speaker. Therefore, it can be said that speaker should use clear, direct sentences
and pronunciation to decrease complex issues of right messages in front of listeners.
Effective listening skills builds a strong relationship in between speakers and listeners and it
brings psychological understanding in between stakeholders of an organisation. In case of
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commercial business, brief information in compact manner is highly acceptable to convey
information to other stakeholders within short time interval (Knutson, 2014). There are two types
listening skills, which are:
Discriminative listening: This listening skill develops from childhood and it allows an
individual to distinguish in between different sounds. Tripathy (2018) opined that this listening
type distinguishes in between different religion clues and accents to feelings and emotions of
speaker.
Comprehensive listening: In this listening, speaker first needs to use appropriate vocabulary
instead of technical jargon in order to decrease the chance of barrier in comprehensive listening
(Knutson, 2014). In addition to it, tone of voices, gestures of speaker along with his
pronunciation are also included in the comprehensive listening. Comprehensive listening is also
followed by staffs of Blossom Corners to increase their interaction factor with each of their
stakeholders.
Empathic listening is another specific listening type where counsellors or therapist uses
therapeutic listening so that speaker can explain their thoughts, emotions, and feelings in an
elaborate manner. Care providers and staff operators’ shows empathy to service users so that
they can express their feelings and staff operators can convey their messages and instruction to
their clients perfectly. Hagqvist et al. (2018) mentioned that in emphatic listening shows
empathy that improves interpersonal relationship in between speaker and listener precisely. In
listening process, there are four important steps that are receiving, attending, understanding, and
responding. However, speaking skills is much more important than listening skills as speaker
uses different appropriate words with perfect gestures while conveying their messages in front of
listeners. In the Blossom Corner, operator staffs always shows friendly gestures that guides care
users to understand their service users’ expression precisely.
Analysis Section 2: Analysis of Communication breakdown Causes
Direct and short sentences
Quick sentences often mitigate speaking power of speakers and listeners misinterpret speaker’s
thought (Knutson, 2014). For instance, in the case scenario, Julia often speaks quick sentences
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and she never asks service users about their issues due to which users cannot explain their issues
vividly in front of care providers. Short sentences misguide users and it compels user to overhear
speakers thought. This issue occurs in between speakers, listeners as speakers did not have
empathy skills, and she did not have effective skills to understand present psychological demand
of other person. Lear et al. (2015) opine that lack of discriminative listening skills mitigates
psychological understanding in between speakers and listeners due to listeners often overhear
speakers thought. Additionally, short sentences often miss out important keywords of
commercial information that raises interaction issues in an adverse way.
Lack of disciplinary and logical attitude among operation staffs
According to the case scenario, it has been noticed that David did not follow all rules and
regulation of Blossom Corner due to which he prepares scheduling issues and communication
gap. Absence of listening procedure creates communication gap in between speaker and listener
due to which listener often receives ineffective messages from speaker. Tripathy (2018) opine
that systematic communication procedure should follow rules of Five W Model so that speaker
can understand what messages should be delivered in front of listeners. Lack of logical
sequences of thoughts in speakers allows listeners to interpret thoughts of speaker in a wrong
way.
Absence of noting down every issue in a detailed manner
As per the case scenario, it has been observed that Alan often writes every activity of Blossom
corner in smallest detail due to which other readers cannot interpret the messages in a perfect
manner. Lack of systematic process of listening is the main cause of this issue. Selective
listening often allows listener to misinterpret speakers’ intention due to which they wrongly
interpret the speaker speech in an inaccurate manner. It has been seen that selective listening is a
huge failure of communication and it decreases trust and emotional understanding in between
listeners and speakers.
Kleckner and Marshall (2014) state that writing and speaking are highly visible so that speaker
can express their feelings and thought in front of users in a systematic manner. Smallest detail
often misguides listeners about speakers’ thoughts and it compels them to respond against
speaker’s thought in a wrong way. Pin lick (2017) commented that following of proper listening
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procedure increases active listening skills and understanding factor of listeners in a perfect
manner.
Language barrier
According to the case scenario, it has been observed that the care organisation hires effective
employees and service operators from the different parts of community due to which language
barrier occurs. Difference in language mitigates psychological understanding of employees and it
decreases their performance level. As per viewpoint of Kleckner and Marshall (2014), rapport
listening encourages other listeners to enhance their trust on speaker and this promote active
listening skills of listeners. However, language issues acts as hindrance in front of speaker as
they cannot explore their thoughts and understanding in front of listeners in a perfect manner.
Furthermore, language barrier decreases rapport listening approach that adversely affects
interaction factor in between speaker and listeners.
Analysis Section 3: Managing Improvements
Managers should perform effective research based on internal condition of enterprise. They must
keep them updated about communication error that their employees and users are facing in recent
days. Managerial team can change their recruitment policy and selection procedure so that they
can manage communication barrier and can improve performance level of Blossom Corner in an
effective manner. It has been seen that feedbacks of care users are often shortlisted in short
sentences due to which readers cannot understand issues. Therefore, writers should use simpler
words while briefing the sentences and can brief the description to increase understanding level
of other readers. Following appropriate sequences’ of listening procedure can decrease
misinterpretation, misunderstanding rate and can increase psychological understanding in
between speakers and other individual.
Managers can implement effective training session for operators and service providers so that
they can improve their active listening skills and can understand users’ issues perfectly. In
training session, managers can give pronunciation and language training so that they can improve
their speaking powers. Managers can conduct interactive session so that they can improve
patience of service providers’ and it enhances their speaking power in a perfect way.
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Higher team of the care organisation may change their rules and regulation of business activities
so that they can manage communication and performance issues from organisation. Training of
employees about language needs to be given in such a way where employees can explore their
messages in a brief manner and listeners can clear their doubts about speech precisely. Language
specific training can be given to employees by the higher team so that they can manage
communication and interaction barrier systematically. Managers needs to improve their
monitoring approach and can guide employees when they are performing their job. Lower team
or operator staff can send mail to higher team when they are facing any kind of issues and it can
improve business communication rate in the enterprise. Internal communication is very
important in the business, therefore, managers’ needs to increase their friendly approach and
gestures in front of staff so that they can share their views in front of higher hierarchy briefly.
Management team of Blossom Corner needs to prepare rules and regulation for business and
each employee should follow rules to decrease chaotic attitude in internal environment of
enterprise. Higher team can appoint IT professionals and can install modern software in order to
improve their internal and external communication with all their stakeholders. The operators and
higher members of Blossom corners can use live chats system, messaging application so that
they can increase interaction and communication factor effectively. Higher team needs to take
effective steps against communication error, should examine each operator behavioural attitude
and feedbacks of users about operators’ performance. Additionally, managers need not bring
discrimination factor in between different stakeholders of enterprise. This strategy might reduce
communication error and can increase psychological understanding in between different
members of Blossom corner. Therefore, it can be said that treating everyone with respect can
decrease communication gap and each employee can explore their thoughts and feelings’ in front
of employees.
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Conclusion
Business communication is performed in enterprises in order to share information in between
different stakeholders of business for commercial benefits. In this report, importance of business
communication has been discussed. It is noticed that five W model allows speaker to give proper
information to listeners and it also enhances listeners interest about speaker’s speech. In the
report, language barrier, recruitment issues, too short and direct sentences maximises
communication error in between operator and service users in Blossom corner. Furthermore,
feedbacks of users are written in short statement that also enhances communication error.
However, friendly approach of operator and direct communication approach raises interaction
factor in between stakeholders of Blossom Corner. Managerial recommendations such as
systematic training session of employees, improvement of monitoring approach are also added in
the report that might guide management team to rectify their business communication error.
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Recommendation
 Effective training to employees based on language, body languages, advanced technology
in order to decrease the chance of communication error.
 Managers need to install communication application such as live chats to improve their
business communication rate in a perfect way.
 Higher team needs to prepare systematic rules and regulation after conducting effective
research based on internal and external factors of the organisation
 Managers need to enhance their monitoring approach in order to handle operator
behavioural attitude and issues in a systematic step.
 Interactive session and seminar needs to be executed by higher team to improve active
listening skills and patience of service provider.
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Reference list
Hagqvist, E., Vinberg, S., Landstad, B.J. and Nordenmark, M., 2018. Is the communication gap
between experienced working conditions and the perceived importance of these conditions
related to subjective health? International Journal of Workplace Health Management, 11(1), pp.
2-15.
Kleckner, M.J. and Marshall, C.R., 2014. CRITICAL COMMUNICATION SKILLS:
DEVELOPING COURSE COMPETENCIES TO MEET WORKFORCE NEEDS. The Journal
of Research in Business Education, 56(2), pp. 59-81.
Knutson, K.M., 2014. The effects of collaborative and non-aggressive communication on the
relationship between the division of labor(s) and marital quality for dual-earner couples,
University of Kansas.
Lear, J.L., Hodge, K.A. and Schulz, S.A., 2015. TALK TO ME!! EFFECTIVE, EFFICIENT
COMMUNICATION. The Journal of Research in Business Education, 57(1), pp. 64-77
Pin lick, S.H., 2017. Communicating in Collectivistic Culture: Relationship between
Interdependent Self-Construal and Cooperative Communication in Cross-Cultural
Communication Model. Les Ulis: EDP Sciences.
Tripathy, M., 2018. Assertiveness – A Win-Win Approach to Business Communication. IUP
Journal of Soft Skills, 12(2), pp. 48-56.
Tripathy, M., 2018. ROLE OF CREATIVE THINKING AS AN IMPERATIVE TOOL IN
COMMUNICATION AT WORKPLACE. Journal of Organizational Culture, Communications
and Conflict, 22(2), pp. 1-7.
Xie, Q., Zhao, N. and Hu, R., 2016. Hierarchy Based Best Reasoning Semantic for Community
Internet of Things. Communication, 14(3), pp. 353-362.
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