Effective Business Communication: Analysis of Sport Love's Challenges

This report examines the principles of business communication, focusing on a case study of Sport Love, a company facing communication challenges due to language barriers, poor feedback mechanisms, and lack of informal relations. The report analyzes key principles such as feedback, clarity, and integrity, and their application in addressing these issues. It also explores the characteristics of good listeners and speakers, highlighting how these skills can improve customer relations and employee performance. The report includes a self-reflection on the author's communication strengths and weaknesses, and concludes with recommendations for improving communication within organizations. The report emphasizes the importance of personalized training and open communication to enhance customer satisfaction and overall business success. The assignment is contributed by a student to be published on the website Desklib.

BUSINESS
COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.principle and purpose of communication ................................................................................1
2. Characteristics of good listener and speaker...........................................................................3
TASK 2............................................................................................................................................6
Reflection ...................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCE ..................................................................................................................................9

INTRODUCTION
Communication is process of share expedience, knowledge by verbal and written tools.
Communication is very important element in organisation which direct deals with customers
because communication help in understand and convey information. This study describes
principle of communication that is used by sport Love HR manager to resolve communication
problem between staff and customer. Study also give information about characteristics of good
listener and speaker that can be opt by employee in dealing the customer.
TASK 1
1.principle and purpose of communication
Principle of communication discuss the characteristic of effective communication stratgy.
HR manager of Sport Love adopt and formulate communication policy focused on solve the
communication problem in organisation by taking guidance from principles. Currently sports
love faces communication issue because of language barrier, lack of informal relation with
management and poor feedback mechanism in company. These issue can be resolved by
following principles.
Principle of Feedback
Feedback is response and reaction of behaviour, action taken by individual or group. In
communication feedback is response given by receiver to send to ensure that he understood the
essence and meaning of massage. Principle of feedback says, feedback must be goal oriented,
impersonal, focused on behaviour, sharing information, well timed and specific. Sports love lack
of well timed element of effective feedback as staff of inconsistency and poor accessibility(7.am
is too early for staff meetings). Here purpose of feedback is to share information with staff
member about their performance. To solve this problem manager can by choose the right time
like meeting must be conduct in holidays or in last few hours of working, so that staff listen
feedback with full concentration and manager must try to give frequent feedback to staff as well
as manager must response immediately when problem triggers. So that employee can correct if
one time. For instance Sport Love staff frequently faces dirty fights with customer, which must
address immediately without further mishandling and manager must tell the importance of
customer respect for organisation(objective) and ask staff to change their behaviour as soon as
possible(Eaves. and Leathers, 2017)
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Principle of clarity
Clarity in communication consist clarity of language, though and expression. Sport Love
staff has lack of clarity in language as English is not their first language. In such they are unable
to understand the customer language which eventually create problem of ambiguous thoughts.
Sport Club HR. principle state that language use in massage must be clear, understandable,
jargon free and exchangeable. Manager can solve this by render online lecture, offline language
classes, Enlist interpreter in store, use of visual method in communicate with customer and so on.
here purpose of commination is to covey feeling, information, form good relation with customer
by avoiding language barrier problem(Hargie, 2016)
Principle of integrity:
This principle tell importance of informal and formal communication in organisation to
meet organisation objective, vision and mission. According to it communication in organisation
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Illustration 1: Principle of Communication
(Sources: Principles of effective communication,2015)

must encourage co-operation between subordinate and superiors in order to achieve organisation
goal like Sport Love staff and manager must share their problem, knowledge, thought directly to
each, this will help organisation in achieve its goal effectively( org goal). For instance staff of
Sport Club must tell to manager about problem in dealing with customer because of different
language. If manager get to know their problem on time he or she can solve it as soon as
possible. If staff maintain distance with manager than he can not be able identify training and
development need of employee. If manager fails in giving personalised training one time Sport
Love can never deal with customer satisfaction issue and Customer satisfaction is the prime
objective of any company. Here HR manager has purpose to establish informal relation via adopt
all channel network communication in company(Russell and Reimer, 2015)
2. Characteristics of good listener and speaker
An individual having good listening has many advantages like they are able to
concentrate and capable to solve problem quickly, listening enhance patience and tolerance.
They are the best adviser as they are able to see things with different and new perspective. Sport
love HR has all the quality of good listen which is seen in meeting focused on resolve the
customer satisfaction issue(Peterson, 2018.) HR listen employee's problem in meeting. Here are
some characteristic which make an individual a good listener than others:
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 Good listener do not make immediate judgements, they prefer to analyse and gather all
the relevant data because they want see things with different perception. Like Sport Love
HR arrange meeting to know about employee's problem rather put all the blame on staff.
 They concentrate each and every word to get more clarity about topic.
 They welcome question to clear the doubts and confusion(Schuller and.et.al., 2015.)
 They allow others to finish their talk so that they can understand problem deeply.
 They make gesture like smile and move head for acceptance. These gesture are used to
avail support and comfort to speaker. HR manager also use this trick in meeting.
 They are curios to know the reason of issue because they in solve the problem as soon as
possible. Like HR conduct meeting to know why staff and customer do not share good
relation in company.
 They ask for opinion and suggestion so that best solution can be driven in less time. Sport
Love HR ask employee to give suggestion on training method that can be used to
improve English(Schuller. and.et.al., 2015.)
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Illustration 2: Workplace Communication Skills
(sources: Workplace Communication Skills That Everyone Should Definitely
Own,2018)

Characteristic of good speaker.
 Good speaker is always had confidence on his speech because he has optimum
knowledge of topic on which is taking. This knowledge come form awareness and
research of problem. For instance HR confidently give suggestion to staff member on
know they can improve their performance because manager has all the information and
data available where a employee is lacking.
 Empathy mean put your feet in other's shoes. A good speaker speaks to solve the issue
not to respond only. He believes that every person has own problems which affect an
individual so his speech must not increase their frustration. For instance if HR manager
ignore the language problem faced by employee and say customer are getting upset
because of low education level, then it would lead anger in staff(Eaves. and Leathers,
2017 )
 Good speaker try to give human touch(informal touch) In his speeches to influence his
audience positive and to increase audience engagement like manage used “Ohh” to show
sympathy to staff. But it must not be over use , otherwise it will look like drama only.
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Illustration 3:
Characteristics of good listener
(sources: A good listener,2016)

 Story telling, videos, graphic is favourite tool of good speaker because he knows that this
tools are more effective than general diccsuions. In such case Sports Love HR play video
in front of staff which try to convey positive effect of formal relation in organisation.
 Clarity in thought and language can be seen as they choose easy and common language ,
avoid technical terms, slow speed but nice balance of volume and tone in speaking
 They choose nice appearance and follow descent posture and gestures. Gesture must not
cross the limit and cause to hurt anyone(Peterson, 2018)
 They do not make personal comment in public.
TASK 2
3. Reflection
This study help me to know about my strength and weakness in communication as I am
good in informal commination which help in building information relation with co workers but I
have lack of professional communication because of this feel under confidence in attending
conferences and meeting with higher authority. My selection of and written communication is
good which help in doing paper work with minimum mistake. My listening skill is average, I am
able to understand things correctly. I need to work on formal commination skill, Although
sometime I chose high level English vocabulary which lead to confusion. I am curious and
awareness about my work and organisation policy and procedure which help in analysing the
things from different perceptive. I also need to focus on my body language and postures because
I am not able to understand meaning of gestures use by people specially when I am dealing with
foreign customers. My speed of speech create difficulty to understand what I want to say, for this
I am trying my best to speak slowly as I can. I found empathy as my best behavioural quality,
this help me to identify customer need and resolve the conflict in very less time. Sometime I feel
anxious as I have lack of confidence when I ask to speak on subject out of area. I do not treat
people like customer only, I try my best to make relation with them because I know the value of
customer for organisation as well as for my personality growth. I am always seek suggestion
from my family and friend also attend personality development classes recently to cop up with
problematic area.
CONCLUSION
Form the above study it has been concluded an organisation must focus on
communication skill of employee because they have to entertain customer on daily basis. If
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employee is not fit in communication skills, it can cause frustration in customer . Customers can
even make switch decision. To remove this issue with immediate effect company must go for
personalised training because every employee has different weakness. Communication must be
improve by going informal with subordinates, because open communication has many
advantages over formal one.
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REFERENCE
Books and journals
Eaves, M. and Leathers, D.G., 2017. Successful nonverbal communication: Principles and
applications. Routledge.
Hargie, O., 2016. Skilled interpersonal communication: Research, theory and practice.
Routledge.
Karanges, E. and.et.al., 2015. The influence of internal communication on employee
engagement: A pilot study. Public Relations Review. 41(1). pp.129-131.
Peterson, H., 2018. From “Goal-Orientated, Strong and Decisive Leader” to “Collaborative and
Communicative Listener”. Gendered Shifts in Vice-Chancellor Ideals, 1990–2018.
Education Sciences. 8(2). p.90.
Rosales, E.D., 2017. The Role of a Stage Manager: The Importance of Communication, Respect,
and Trust within Production Work.
Russell, T. and Reimer, T., 2015. Communication in Workplace Teams. The International
Encyclopedia of Interpersonal Communication. pp.1-5.
Schuller, B. and.et.al., 2015. A Survey on perceived speaker traits: Personality, likability,
pathology, and the first challenge. Computer speech & language. 29(1). pp.100-131.
Online
Principle of effective communication.2015.[Online]. Available
through<http://www.iibmindialms.com/library/management-basic-subjects/principle-
practice-of-management/communication-effective-communication-principles/>
Workplace Communication Skills That Everyone Should Definitely Own.[Online]. Available
through <https://workspirited.com/workplace-communication-skills>
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