A Detailed Analysis of Business Communication at Mark & Spencer

This report provides a comprehensive analysis of business communication, using Mark & Spencer as a case study. It begins by defining communication and its importance in business, then delves into communication models, including sender, receiver, message, medium, and feedback. The report examines both formal and informal communication methods, highlighting their benefits. It identifies key principles of effective communication, such as clarity, channel choice, and timing, and explores the role of technology in modern business communication, covering email, social networking, and blogs. The report also addresses barriers to effective communication, including filtering, poor listening, and cultural differences. Furthermore, it analyzes different styles and models of oral communication used by Mark & Spencer's managers with colleagues, customers, and board members, and discusses providing business information in formal settings. The report concludes by summarizing the key findings and emphasizing the importance of effective communication for organizational success.

Business
Assessment

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Communication models and system used in business...........................................................1
1.2 Methods and benefit of both formal and informal communication system.........................2
1.3 Principles of effective communication..................................................................................3
1.4 Technologies used in different types of communication ....................................................4
1.5 Barriers to effective communication....................................................................................4
TASK 2............................................................................................................................................5
2.1 Styles and models of oral communication............................................................................5
2.2 Business information orally in formal situation....................................................................6
2.3 Response to question and answer arising from presentation of business information..........6
TASK 3...........................................................................................................................................6
3.1 Communicating information using appropriate written business styles and methods..........6
CONCLUSION................................................................................................................................6
REFRENCES...................................................................................................................................7

INTRODUCTION
Communication is a process of transferring of information from one person to another. It
is a two way process of reaching mutual understanding, in which participants not only exchange
information, news, ideas and feelings but also create and share meaning (Adler and Elmhorst,
2012).In business, it is a key function of management as an organisation cannot operate without
communication between levels, departments and employees. In this report the organisation
chosen is Mark & Spencer, a British multinational retailer headquartered in London, United
Kingdom. It is specialises in selling clothing, home products, and luxury food products. This
report is going to analysis communication model and system used in business, its methods and
benefits of both formal and informal communication system. Identifying effective principles of
communication and technologies used in different types of communication as well as barriers of
effective communication. Moreover, using different styles and models of communication in an
organisation with appropriate written business styles and methods.
TASK 1
1.1 Communication models and system used in business
Models of communication in business refers to the conceptual model used to explain the
human communication process in an organisation (Guffey and Loewy, 2012). The term
communication refers to exchange of information between two or more people. Herein, Mark &
Spencer's managers ensure that both parties must able to exchange information and understand
each other. The model of communication adopted by Mark & Spencer is determined below:
Sender: In an organisation communication process begin with sender, which is also
termed as communicator or source. Herein, in organisation context to Mark & Spencer sender
has some short of information in a form that can be understood by using common language or
industry jargon and then transmit it. In this process sender transmit its ideas and views with other
person in an effective manner.
Receiver: Receiver or interpreter is the person to whom a message is directed. In an
organisation employees of Mark & Spencer comprehend information from sender, must first
receive sender's information and then decode or interpret it accordingly.

Message: Message or content is information that sender wants to relay top receiver.
Moreover, in organisation mangers of Mark & Spencer can convey message through body
language and tone of voice.
Medium: The term medium is also termed as channel. In an organisation Mark &
Spencer medium means by which message is transmitted to employees and staff members. For
example text message and email, are transmitted through medium of cell phones or G- mails.
Feedback: Communication process reaches to its final points when message has been
successful transmitted, received and understood (Meredith, 2012).Herein, in organisation Mark
& Spencer the receiver in turn response to sender, indicating comprehension. Thus, feedback
may be direct such as written or verbal response or it may be in form of an act or deed in
response.
Communication system
In an business communication system enables successful transmission of ideas or any
other important information among individuals. The communication system includes variation in
communication process among employees depending among different factors such as size and
structure of an organisation. In Mark & Spencer sometimes communication process become
more complex in ensuring information is transferred to right personnel in different location in an
right manner or not. Moreover, mangers are using various ranges of methods that help them in
ensuring that communication are transferred accurately.
1.2 Methods and benefit of both formal and informal communication system
In an organisation methods of communication take place in both large and small business
setting by understand availability, benefits of each methods used in communication process
(Sharp and Brumberger, 2013.).The different methods of communication that are commonly
used by Mark & Spencer are discussed below:
Verbal Communication: Verbal communication involves usage of words while delivery of
intended massage is being made, it can be one-on-one or group of individuals. In Mark &
Spencer mangers majors two forms of verbal communication that include written and oral
communication. Written communication: Written communication includes traditional pen and paper,
letters and documents. This type of communication is indispensable for formal business
communication and issuing legal instructions.

 Oral communication: In Mark & Spencer, oral communication is used in discussion of
informal conversations. The effectiveness of oral communication depends on clarity of
speech, voice modulation, pitch and even non verbal communication such as body
languages and visual cues.
Face to face communication: Face to face communication is usually preferred methods of
communication although it is not realistic all time especially in an organisation (Cardon, 2014).
Herein, mangers of Mark & Spencer are developing face to face communication possible and
help in creating personal connection between management and staff members.
 Meetings: In an organisation, the mangers of Mark & Spencer are using meetings form
of communication to discuss on certain issues related to working pattern. In which each
employees and staff members equally participate and discuss their ideas and views
regarding a particular topic of discussion.
Above mention is method of communication used by mangers of Mark & Spencer for operating
their business activities in an appropriate manner. Moreover, this method help in both formal and
informal way of communication between emperors and employees to discuss their views and
ideas.
1.3 Principles of effective communication
In an organisation, effective communication is that form of communication in which
receiver is understood actually what sender wants to convey, in the same form. Herein, mangers
of Mark & Spencer are using effective principles of communication in their communication
process in an organisation.
Clarity of language and message: A message should be clear, free from distortion and
noise. Herein, mangers ensure that vogue is not only a barrier of creating effective
communication but also causes delay of communication process. Thus, this is one of the most
important principles of effective communication.
Choice of Channel: In an organisation effective communication cultivate both formal
and informal channels of communication (Schullery, 2013). The mangers of Mark & Spencer
commonly follow formal means of communication between front line workers and management
is employees satisfaction survey.

Time: The mangers of Mark & Spencer ensure that information should be communicated
at right time. Herein, communicator must considered timing of communication so that desire
response is created in minds of receiver.
The above mention are some effective principles of communication in an organisation.
Herein, it is important for mangers to ensure that message is circulated in an appropriate manner
to all employees within a stipulated time period which is essential for an organisation.
1.4 Technologies used in different types of communication
In today's context, technology has revolutionized way of doing business. Communication
in business allows to immediate access to customers, business associates, employees and vendors
in an organisation (Pearson,2017). Communication technologies help mangers of Mark &
Spencer in communicating message in an effective manner, which are determined below:
Email: In an organisation email has become a standard form of business communication
both inside and outside contacts. Mark & Spencer mangers are using this communication
technologies as it allows them to take care of customers, partners and other stakeholders. As this
process is not lengthy conversation while maintaining exactly what was communicated.
Social networking: Social networking sites such as Facebook, LinkedIn and Instagram
are becoming essential for convening message. This sites help managers of Mark & Spencer do
relationship marketing and make announcements about new products, special events and hosting.
Websites Blogs: Blogs or weblogs are an essential part of many company website. Blogs
typically provides information on product and services that basically create interest on
consumers. This help managers of Mark & Spencer to share information on a particular product
or services. Where customer finds out helpful and necessary information related to product and
services that they are offering to their potential customers.
The above mention are technologies used in different types of communicate system. This
technologies help Mark & Spencer to communicate their message, ideas and views to its
customer and employees in correct manner.
1.5 Barriers to effective communication
In an organisation communication is lifeline of all business today. If anything goes wrong
if may effect performance of organisation adversely. Herein, in organisation effective barriers of
communication has isolated with certain factors that may cause problems. Few barriers of
effective communication are determined below:

Filtering: Filtering means that sender if message manipulates information in such a way
that it may be seen more favourably by receiver. For example: If managers of Mark & Spencer
does not convey exact message what he wants to convey to employees that he is filtering out the
actual message. This creates more vertical levels in organisation, more chances of filtering
occurs. Thus, it is very frequently occurring communication problem in operating business.
Poor listening: Poor listening may lead to serious communication problems. In an
organisation employees are more interested in talking about themselves . They are involved so
much involved with themselves that don't have patience to listen to their employers. Moreover,
this result that they are not interested on speaker whose words goes unused fore them. Thus poor
listening accounts for incomplete incomplete information and poor retention.
Cultural Barriers: In an organisation cultural difference often come up as
communication barriers. As different cultures have different meaning for several basic value of
society. Herein, managers of Mark & Spencer are providing special course at orientation stage
that let employees know about culture of an organisation. Moreover, by analysing cultural
barriers mangers can develop different strategies to accommodate their employees and staff
members and can enjoy exceptional communication in business.
The above mention are some of the barriers to effective communication process in an
organisation. Herein, managers of Mark & Spencer must use effective approaches and special
course for their employees and staff member in order to over come from such barriers of
communication.
TASK 2
2.1 Styles and models of oral communication
Oral communication is process of verbally transmitting information and ideas from one
individual or group to another. This form of communication can be either formal or informal.
Herein, styles and models of oral communication adopted by managers of Mark & Spencer for
different audiences are as follows:
Colleagues: Herein, for colleagues managers of Mark & Spencer are using different
styles and method of communication to convey their message and views. Such as they are using
formal presentation, group discussion, formal and informal communication in order discuss
ideas and views which are essential for an organisation.

Customers: The different style and models of oral communication used by managers of
Mark & Spencer are verbal and non verbal communication, conversation and dialogue. Herein,
they are using this form of oral communication in order to generate interest among customer
regarding their product and services.
Board members: The managers of mark & Spencer are adopting different styles and
methods for member to express their ideas and views. Herein, different style of communication
used by them are formal presentation and group discussion in an appropriate manner.
The above mention are some styles and models of oral communication that are used by
managers of Mark & Spencer to communication message to different audience.
2.2 Business information orally in formal situation
Oral presentation are commonplace in business for sharing information in a vital and
effective manner with colleagues, employees and staff members (Christensen, 2014). It must
achieve a specific goals, include visual aids so that it can be delivered to right audience.
There are many ways to provide information in formal meetings about any issue with the
help of different oral communication methods. Herein we are going to discuss about
communication workplace problem in board meeting. Moreover, how employees and staff
members can overcome with such communication problem arising at workplace. With the help
of power point presentation in an accurate manner which clarifies motive and objective of oral
formal presentation.
Challenges of communication at workplace: Communication problem in an
organisation have negative impact on moral, productivity and interdepartmental working
relationship. Eventually, with so many communication from person to person an individual feel
like information is overloaded. Between personal and business communication it seems that
there is a constant onslaught and only reasonable solution is disengage. Moreover, in an
organisation employees around office are complaining that no one seems to know what anyone
else is doing.
Overcoming challenges of commination at workplace: Herein, managers and board
members are overcoming with such situation. Such as by encourage streamlining for all
comminations by keeping meetings of 15 minutes for discussion on necessary topic related to
business operation. Emphasizing importance of active listening and creating out session by
acting out some problems that occur when listing.

Herein, manager of Mark & Spencer are preparing formal presentation to present in
board meeting related to commination problem in workplace. Moreover, in this oral formal
discussion they have come up with relevant solution to commination problem in working culture
of an organisation.
2.3 Response to question and answer arising from presentation of business information
From the above presentation of oral formal discussion related to communication problem
at workplace. In this oral discussion their were certain question related to commination problem
at workplace.
 What are the challenges faced by an organisation regarding lack of commination?
In an organisation their were lack of coordination between employer and employees . Moreover,
there was lack of information flow between colleagues, team members and staff members.
 How can we overcome with such issues in workplace?
Herein, we can overcome with such issues by taking up meeting with employees and staff
members. Moreover, acting out relevant session of developing communication flow in
workplace. Furthermore, circulating necessary information via emails, text message and formal
and informal report so that their so such misconduct in communicating with each other.
TASK 3
3.1 Communicating information using appropriate written business styles and methods
In today's context business commonly use multiple communication formats of written
business styles and methods. Herein, managers of Mark & Spencer are using different written
styles and method of communication which are determined below:
Letters and memos: In an organisation letters and memos are most traditional written
business communication (Bhatia, 2014). The managers of Mark & Spencer are commonly using
letters to present official information to other business, to individuals or to out side business
stake holders. Where as mangers are using memos as internal written communication that is
used to convey message to managers, employees and staff members. Moreover, managers are
using memos in their business operation as to increase in use of business email.
Email: Email is an electronic form of written communication in business operation and
activities. This communication formate help managers of Mark & Spencer in increasing use of
personal computers in their business operation. As this form of written communication offers

business a near instant format to convey a message or transfer information to individuals inside
and outside business organisation.
Formal and informal reports: Reports are another type of written business
communication. Managers of Mark & Spencer are using reports to inform employees about
various aspects of business. For example: the finance department will write financial reports to
summarize a company's profit and sales. Similarly, a marketing research manager will write a
report which will summarizes results of a customer phone survey.
Thus, the above mention are some of the styles and methods of written business
communication which help managers of Mark & Spencer to convey message in formal and
written form.
CONCLUSION
From the above discussion it has been concluded that communication plays a vital role in
an organisation. Such as communication model and system help managers in transmitting
message to its employees and staff member in an appropriate manner without any misconduct
of information. With the help of various communication method and principles of effective
communication mangers are able to use process of communication in an effective manner.
Moreover, overcoming with the barriers of effective communication and using various
technologies in conveying message to its colleagues, customer, board members and employees.
Furthermore, using different styles and methods of written communication for sharing ideas,
views and important message to employees and staff members.
REFRENCES
Books & Journals

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