Business Communication Report: Customer Enquiry Department

This report examines the importance of effective business communication within NEXT, a British multinational organization. The report focuses on improving the Customer Enquiry Department's functioning. It covers key aspects such as communication styles (assertive communication), learning styles (Honey and Mumford), teamwork and presentation, decision-making processes, business ethics, and recommendations for improvement. The report highlights the significance of clear communication, team collaboration, ethical practices, and customer satisfaction in achieving organizational objectives and building strong customer relationships. The study emphasizes the application of these skills in a real-world business context, providing insights into how NEXT can enhance its customer service and overall business performance. The report also details the importance of feedback, group teamwork, and ethical considerations to improve communication and employee accountability. The report concludes by recommending that NEXT implement various approaches for practicing effective communication at the workplace to achieve business success.

BUSINESS
COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Week 1: Communication.............................................................................................................3
Week 2: Learning styles..............................................................................................................4
Week 3: Team Work and Presentation........................................................................................4
Week 4: Communicating Decisions............................................................................................5
Week 5: Ethics.............................................................................................................................5
Week 6: Recommendations.........................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Communication is an effective tool that helps deliver the right message to different
people, without proper communication in a workplace, the business would not able to deliver the
organisation objectives and how business functioning must take place. thus communication is an
important tool that helps to accomplish business success. In the context of next which is a British
multinational organisation which is headquartered in England, UK. It is public limited company
which is founded by Joseph Hepworth in the year 1864. It is famously known for delivering
apparels, footwear, home improvement product to its international customers. This report covers
that how Customer Enquiries Department can improve their functioning in order to deliver
standardized services to its customers. Within the group project different skills like
communication, learning, team work and presentation, communicating decisions, ethics and how
these are important (Coffelt, Baker and Corey, 2016).
MAIN BODY
Week 1: Communication
Communication is an important tool in order to manage the functioning of the
organisation, businesses should practice effective communication in order to rightly delver the
organizational objectives to the employees. In Next, the communication styles adopted is
“Assertive Communication”, which involves communicating to the employees at workplace by
analyzing their needs and effectively communicating by considering the expectation, thought,
emption of the employees.
Skills and areas of development
With the help of the project module, I was able to improve communication skills both the verbal
and written communication. I was able to communicate the project task and the objetives to
cover in order to complete the project, moreover that written communication in the project
wherein I was able to complete my secondary written research work (Darics, 2015).
Methods to address effective communication
Practicing assertive communication at workplace helps to develop positive working environment
and helps to promote strong working relationships at work. Assertive communication needs to

adapted in the customer enquiry department, as it will help to effective communicate to each
customer by right analyzing their needs and communicating accordingly. It is important for
customer enquiry department to respond to them enquires and question, in order to deliver their
right solution, it become crucial to analyses their issues and concerns. Wherein the customer
enquiry department must adopt assertive communicative and render training to practice and
improve assertive communication in order to develop improve customer satisfaction and
customer loyalty in the marketplace, as when the customers feel that their issues and addressed
thus establish a good customer relationship wherein customers stays long and loyal towards the
organisation (Guffey and Loewy, 2015).
Week 2: Learning styles
It becomes important to implement effective learning styles at workplace as there
are many employees wherein each employee needs to be focused separately to ensure that
different employees are able to learn and accomplish the personal and professional
development at work. the learning style adopted by NEXT is Honey and Mumford's
Learning Styles which involves dividing the into four quadrants which like activist,
pragmatist, theorist, reflector. In order to deliver training and development, managers in
NEXT adopts the uses the activities style which involves adapting to new challenges and
experiences to make the training session more interactive. In order to address the
complaint of the employees at work, the mange in NXT adopts the theorist learning style
in order to make employee understand that hoe complaint can be handled and addressed.
Theorist learning style involves analyzing the situation, implementing concept and
theories in order to deliver the desired solution. In order to deliver the team working in
the organisation, the project involved learning style of pragmatist approach which
involved determining real word examples that how a team can coordinate their efforts,
build desired problem solution, innovative ideas relevant to business objectives,
discussion in order to build team working on the workplace. In order to promote
employee relationship at work, reflecting learning style is being adopted in order to
develop employee relationship so that each employee is able to learn through
observations (Hartley and Chatterton, 2015).

Week 3: Team Work and Presentation
In the group project work, wherein each team was divided as per team objective. we
communicated in the in both formal and informal manner. Wherein formal communication helps
to towards accomplishment of the team objectives and information communication helps me to
develop strong working relationship with my team members.
The barrier of communication during the project, I faced was the emotional barriers wherein in
was not able to communicate with the team members whom I don’t know and further develop
mistrust which disturbed the communication in the team.
I was able to effective communicate during the presentation, with good listening and friendly
behaviour helps to communication with team members. Good listening skills helps to address the
clarity in the team objectives, wherein the friendly behaviour helps to develop strong relationship
for smooth communication (Kernbach, and Bresciani, 2015).
During the project, I learnt to develop communication skills which crucial for team work and
coordination at work. Rendering feedbacks to team member helps to improve the team work and
also helps to encourage the team mates, shoring confidence in the objectives to deliver right
message, being empathic are some learning that I developed during the project and further will
helps to effective communication to the customers in the assigned Customer Enquiry
Department.
Week 4: Communicating Decisions
During the group project, learnings involved how to formulate important business
decision and effective communicate these to implement the decision in the workplace. In the
Customer Enquiry Department, these decision making learning can be applied by identifying the
problem of the customers but right analyzing their issues, gathering information in order to
formulate desirable solution, identify different alternatives that can applied to the given situation,
analyzing these applied alternative tat how effective they can solve the customer issues, drawing
conclusion from the above steps to make decisions, and implement these by effective
communicating to the customers so that they feel satisfied and their query gets resolved and the
last step involves to evaluate the effective of the decision taken by collecting feedback from the
customers that if they are satisfied with the delivered solutions (Mayfield and Mayfield, 2017).

Week 5: Ethics
Business ethics are simply meant by following the fair practices in order to run the
business in the most ethical manner. Corporate social responsibility plays an important role in
order to establish the brand image in the marketplace, the brand image in the marketplace helps
to accomplish business stability and profitability. NEXT follows business ethics by delivers
quality products and services to the customers which involves covering the environment
concerns and delivering ecofriendly approaches to the customers. These involves recycling the
waste, environmental campaigns in order to aware people about the environmental protection
campaign and safety, replacing plastic by using bio-degradable sources, using the renewable
sources of energy in order to produce electricity. NEXT uses all these measures which helps the
business to develop customer loyalty wherein customers feel loyal towards the organisation and
the offerings that it delivers, it also helps to develop brand identity in the marketplace with large
market share coverage, corporate social responsibility helps to accomplish profitability goals of
the business with market growth and market share, corporate social responsibility helps to
operate the business in the most ethical and legal manner both in internal and external business
environment. NEXT also follows green practices in the internal environment which helps the
employees accountable and responsible towards the work (Palmer-Silveira, 2015).
Week 6: Recommendations
In order to improve communication at work, NEXT must a0oly to these different approaches
for practicing effective communication at the workplace:
 Feedbacks: Feedbacks plays an important role in order to determine the effectiveness pf
the performance and communicating the shortcoming of the employee performance in the
workplace, feedbacks also helps to determine the desired changes and improvement that
needs to be deployed in the workplace.
 Group team work: Group team work must include group project, discussion that
promote fair and equitable relationship with the employees at work, wherein employees
are able to express their views and opinions to different addressed concerns they face,
innovate ideas, decision making and other that contributes to accomplish effective
communication at the workplace.

CONCLUSION
Thus, the above report delivers the importance of different core skills that helps to
manage different organizational activities. These involves communication, team work, ethics.
Wherein communication plays an important role at workplace, the proper communication
ensures the smooth function of different business functions and coordination the efforts of
different individual into a direction. Further, effective communication helps to accomplish
business standards, ethics, positive working environment, team work and decision making.

REFERENCES
Books and Journals
Coffelt, T. A., Baker, M. J. and Corey, R. C., 2016. Business communication practices from
employers’ perspectives. Business and Professional Communication Quarterly. 79(3).
pp.300-316.
Darics, E., 2015. Introduction: Business communication in the digital age—Fresh perspectives.
In Digital business discourse (pp. 1-16). Palgrave Macmillan, London.
Guffey, M. E. and Loewy, D., 2015. Essentials of business communication. Cengage Learning.
Hartley, P. and Chatterton, P., 2015. Business Communication: Rethinking your professional
practice for the post-digital age.
Kernbach, S., Eppler, M. J. and Bresciani, S., 2015. The use of visualization in the
communication of business strategies: An experimental evaluation. International Journal
of Business Communication. 52(2). pp.164-187.
Mayfield, J. and Mayfield, M., 2017. Leadership communication: Reflecting, engaging, and
innovating.
Palmer-Silveira, J. C., 2015. Multimodality in Business Communication. Multimodal analysis in
academic settings: From research to teaching. pp.171-192.