Analyzing Communication Skills in Business Operations Management

This report explores the critical role of communication skills in managing business operations. The author begins by describing a critical incident where a lack of effective communication led to customer dissatisfaction in a restaurant setting. The incident highlights the importance of cultural sensitivity, active listening, and clear instruction in ensuring positive customer interactions. The report then shifts to a self-assessment of the author's own communication skills, identifying strengths and weaknesses in areas such as listening, emotional control, and feedback receptiveness. The author discusses how interpersonal communication can be improved through self-awareness, attention to verbal and nonverbal cues, showing respect, and practicing empathy. The conclusion emphasizes the evolving nature of communication in the digital age and the need for employees to adapt to new technologies to maintain global communication standards and improve customer retention. The report provides a comprehensive analysis of communication challenges and strategies for effective communication in a business environment.

Running head: COMMUNICATION
COMMUNICATION
Name of the student:
Name of the University:
Author Note:

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Introduction:
The aim of this paper is to discuss the importance of communication skill in managing
the operation of a business. The communication skill in the organistion is one of the most
essential aspect that is capable to share the information about the company in one hand and
manage a great relationship with the stakeholders. This paper will be analysing personal
experience of critical situation in terms of communication.
Part A: The critical incident:
Communication skill has been one of the most important elements for sending and
receiving information. I have faced certain situations in which the importance of communication
skill this particular critical incident took place when I used to work in a restaurant as a trainer. I
was responsible to train the new employees who will be taking care of the customer support after
their training is over the situation was critical because my task was to introduce these new
workers about the process of delivering information for the next function before the final
products are delivered to the customers. This is the reason why I have to understand the
information in a perfect way so that I can communicate those information to the next level.
Similarly the receiver of this information listen to the communication in a proper way and then
indulge in the function for supporting the customers. In this regard I came across new trainee
who was from the other culture (Mercer-Mapstone and Kuchel 2017). This was the reason why
despite the fact he know the common language in a proper way but taking the instructions from
one and passing it on to the other was difficult for him. My culture usually has the capability to
learn between lines and understand implicit message in the communication however this imply
from other culture did not have proper understanding of this factor. After the training was
completed he went to the field work in the restaurant and serve the customers. The first day was

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good for him but the next day the critical incident took place before me. I was the in charge in
that shift and suddenly to customers started to shout at him. According to them they had not
received the food they ordered. In that place the new employee mentioned before had given them
completely new product which they did not want. In this situation the customers started to argue
with the staff and instead of accepting his guilt he also started to argue back with them. This
increased the heat in the situation and the customers wanted refund. this new employee having
poor understanding of the culture in this particular organisation kept on arguing with them which
finally lead the situation to we in the wind by the management employees (DeBenedectis et al.
2017). I was feeling ashamed because I was in charge of that particular shift and all the
employees were responsibility of mine.
The incident was so overwhelming that for few moments I did not understand how I
should react. I wanted to solve the situation immediately but the employee mentioned before was
not going to repent before the customers. This communication process had hampered the
reputation of this restaurant because the other customers who was sitting at that point of time
where staring at the shouting customers and arguing stuff. This was mainly related to the
capability of the employee to understand importance of culture in the communication system and
how any situation regarding employee dissatisfaction and the importance of dealing with
dissatisfied clients with regard. This could have been improved if the new employee accepted the
mistake you had done regarding the orders and ask for forgiveness to the customers (Yildiz
2017). This would have never make the customer angry with him and accept the mistake for
replacing the order. This communication system could have been better if the employee had
perfect knowledge of using simple language and empathising with the mistake lead to the
customer. This should have solve the issue within few minutes.

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Part B: Your business communication skills:
While working in these organisation I have developed certain insights about my self-regarding
interpersonal skills. I have developed the idea that the listening skills in me is poor because I
tend to think myself to possess information a great deal. Mini of my colleagues her find a road
but I tend to be extrovert for which I listen little from the others but share information more.
Active listening can be a good practice for improving my interpersonal skills. I am also in
capable to control my emotions while handling a situation but react in a negative way (Boissy et
al. 2016). This is related to be a short tempered person whose behaviour often do not support the
expected level. in my interpersonal skills behaviour and attitude maintained in a proper way
while communication is very much essential this is the reason why I tend to be showing courtesy
to the employees, management and most importantly the customers so that I can develop a
feeling of relationship with them and share my information with a great value (Loughland,
Ditton-Phare and Kissane 2019).
Finally, being receptive to the feedback is a part which is related to my communication
skill. I am readily acceptable my problem regarding my personality or any action this is a
positive fact about me which makes me more flexible with work. This also help me to mix with
people in both profession as well as in family and friends. I accept criticism so that I can become
more knowledgeable and transform my weaknesses into strength.
Interpersonal communication is an important process by which an individual can exchange
information and feelings through both verbal and nonverbal messages (Moore et al. 2018). This
is a face to face communication system which stresses upon the language used and explore the
personality and behaviour of the communicator. In the work based sitting there are various ways
that I can use for growing my interpersonal skills.

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First of all I can exercise self-awareness which will reveal my capability to understand my own
feelings and emotions which can ultimately be used in in my communication system. In the
causes emotions can overwhelm us while communicating about Saturn issues. This may hamper
us in relationship building or mitigating any critical situation.
Secondly I need to be Cognizant of the verbal communication as well as the nonverbal ones.
However, I am not conscious about nonverbal messages that I am sending throughout my
workday. It is a bridge between myself and the others irrespective of their positions in the
workplace (Kurtz, Draper and Silverman 2017). The nonverbal communication had facial
expressions body languages and I contact which often create negative impact upon the recipients.
I can improve my interpersonal skills by showing respect to the others. I can show appreciation
for the efforts and time of the subordinates who work under me stuff I can show gratitude and
courtesy with the negotiator and other stakeholders in the workplace. This is the process of
listening others before I can communicate any information. This create a sense of value in the
mind of the people for which the efficiency of communication increases (Majid et al. 2019).
Finally, by showing empathy and understanding to the others and their emotions care and build
relationship in the workplace. This can help me to take an account of the feelings and thoughts of
the others including their needs (Kelly et al., 2019). This is very important for me to attain this
step for improving my interpersonal skills.
Conclusion:
Therefore it can be concluded the communication process has changed in this recent era because
of the increasing interference of technology. The capability of communicating over phone or
internet, is completely a new aspect of communication that has to be learnt by the employees in a

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workplace context. This can enable them to maintain the standard of global communication
system and improve customer retention.

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