Business Communication Analysis Report: Apology Letter Evaluation

This report analyzes a business communication scenario, specifically an apology letter written by an employee. The analysis focuses on identifying instances of non-information, misinformation, and disinformation within the letter. The author critiques the letter's failure to provide relevant information about the delay in responding to a customer call and highlights the employee's attempt to shift blame onto colleagues and organizational practices. The report emphasizes the importance of accountability and clear communication in professional settings and assesses the letter's shortcomings in conveying a genuine apology and addressing the core issue. The analysis underscores the significance of accurate and transparent communication in business contexts, especially when dealing with customer service issues.

Running head: BUSINESS COMMUNICATION
Business Communication
Name of the Student:
Name of the University:
Author note:

1BUSINESS COMMUNICATION
Just like verbal communication, while undertaking written communication also, the
writer must hold accountability for whatever he writes, and hence should ensure integrity in
whatever he communicates. However, there are many work-related reports which are not
informative in the right sense, as they are exhibit the characteristic features of non-information,
misinformation and disinformation. Such a misinformed work-related report has been presented
below:
Apology Letter written by a staff to his boss, for not receiving customer call and solving his
inquiries in time:
Dear Sir,
I am very sorry for whatever had happened, and hope it would not happen in future.
We feel sorry that the customer’s call has not been received at the right moment, and that he
had to wait for a long period of time, before the call was being taken by one of my co-workers.
As you know, taking up a call, at the peak moment is really challenging for us. We have to serve
so many clients, which makes it difficult for any customer care executives to take care of all the
calls. There was no one around to take up the call at a time, and all the staffs were busy in
handling customers over the phone. Thus, it was not possible to take up the call in time.
However, I regret the inconvenience of the client, and assure you that such incidents would not
repeat again.
Regards
Mary.

2BUSINESS COMMUNICATION
As evident from the above paragraph, the letter written by the employee asking for
apology is not at all informative, and is rather misleading. First of all, the element of non-
information is clearly evident in the letter, as the writer has deliberately chosen to keep silence
on why was he incapable of taking up the call at the right time. He uses words like “us”, and tries
to shift his blame on others (his co-workers), instead of taking responsibility for his own action.
He deliberately omits information regarding why he has not been able to take up the phone call
at the right time, and shifts the discourse, in explaining how the call has been taken up by one of
his co-workers. Further, the writing also exhibits characteristics of disinformation, as the writer
claims that it is challenging to take a call during the peak hours, and in this way, tries to shift the
blame to the management practice of the organization he works for. He refuses to take
accountability for his action, and rather ends up writing a misleading apology letter.