Communication Skills for Business: A Comprehensive Report

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Communication Skills for Business
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COMMUNICATION SKILLS FOR BUSINESS
Table of Contents
Introduction................................................................................................................................3
Task 1: Theory of Communication:...........................................................................................4
1.1 Communication Models and System Used in Business:..................................................4
Communication Models:........................................................................................................5
Shannon’s Model:..............................................................................................................5
Berlo’s Model of Communication.....................................................................................6
Various Business Systems used in Businesses:.....................................................................6
1.2 Descriptions of methods used by business and the benefits of formal and informal
communications:....................................................................................................................8
Methods of Communication in business:...........................................................................8
Benefits of Formal and Informal Communications:........................................................10
1.3 Types of Communication Used In the Business Environments:....................................10
1.4: Principles of Effective Communication:.......................................................................11
1.5 Barriers of Communications:.........................................................................................12
M1: Use of technologies and evidence:...............................................................................13
D1: Managing and Facilitating Question answer session:...................................................13
2.1 Different styles and methods used to treat to different customers.....................................14
Methods................................................................................................................................14
2.2 Role Play............................................................................................................................16
2.3 Role play............................................................................................................................17
Task 3: Communication in Writing:........................................................................................18
1. Email................................................................................................................................18
2. CV:...................................................................................................................................19
3. A Letter:...........................................................................................................................21
M2: Purpose of Communication:.........................................................................................22
D2: Use of technologies to enhance the communication:....................................................22
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COMMUNICATION SKILLS FOR BUSINESS
Conclusion................................................................................................................................23
Reference:................................................................................................................................24
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COMMUNICATION SKILLS FOR BUSINESS
Introduction
Communication is the act of conveying each other’s messages or views to each through
variable means and communication system comprise of different tools and techniques to
make the communication more simple convenient. In general, the most important purpose of
the communication system is to convey own feelings, opinion, and imagination to others.
The communication system is required to be an effective one so that the messages received
by the sender accurately and appropriately (Moore et al. 2018). Good communication helps
to transfer the message easily and without any confusion. There are different varieties of
customers, which require efficient communication style to handle. This report will clearly
describe all the relevant information and techniques, which can be used by any customer care
representatives to respond or handle any kind customers. There are different standard
methods of communication, which is used to communicate effortlessly. In this present report,
multiple models with diverse illustration will be explained to make the communicative
system more easy and simple. Along with this, the benefits and obstacles of those
communication methods, models and principles of effective communication will be discussed
here. The different styles and methods of oral communication, which are generally used for
diverse and different audiences, will be considered further here in this report.
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COMMUNICATION SKILLS FOR BUSINESS
Task 1: Theory of Communication:
1.1 Communication Models and System Used in Business:
It has been observed that communication is one of the most important aspects of business and
in the daily life. in the present time it can be seen that the means of communication has
increased and it has become easier to communicate with one another as compare to previous
generation. It has been seen that every organization no matter what their business is and
where they are located all are put value on better communication (Hiller, Guillemin and
Delany, 2015.). The communication can be internal or it can be external which has been done
with the stakeholders.
In the present time, there are mainly three types of communication available:
 Written Communication: which has been done with the help of the emails, letters,
business reports and by the various documents
 Oral Communication: This type of communication does happen either face to face
or be over video/audio conversation.
 Non-verbal Communication: This has been done with the help of using gesturs or
even with simple body movements that has been made. With the help of the gestures,
the person is able to deliver his message to their party. This is also a type of
communication, which is equally important for the people.
With the help of the diagram, which shows the flow of communication, can used to
understand how the communication works. In this flow, the sender sends a message to the
receiver and both of them share their feedbacks on the communication processes.
Figure: Flow of Communication
Source: (Hsu and Wang, 2015)
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COMMUNICATION SKILLS FOR BUSINESS
This flow of communication has been maintained in the organization, which help the
company to deliver their findings and other important information with the stakeholders.
However, it will depend on the company which type of communication will they use to
communicate with the stakeholders or with their customers as not all the communication
methods works for all the transactions. After the methods of the communication will be
identified, it is required to find the communication models.
Communication Models:
There are many communication models, which have been available, and the companies use
most of them in order to maintain the communication process in the company. Some of the
models have been mentioned below:
Shannon’s Model:
It is one of the earliest communication models that have been introduced by Claude
Shannon’s in the year 1948, which is now known as the Shannon’s model. Shannon has laid
the foundation of the communication models, which helped the upcoming generations to
improve the communication process in many fields. The diagram which has been mentioned
below demonstrate how the communication takes place and also helps to understand what can
go wrong. In the model of Shannon, it can be understood that the information source typically
refers to a person who sends a message with the use of the transmitter. As it can be seen in
the below image there is an box which shows Noise which is generally refer to the signals
which may interfere with the message which has being carried. This model is one of the
simplest models to recognize the mechanism of the Process of communication.
Figure: Shannon’s Model of Communication
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COMMUNICATION SKILLS FOR BUSINESS
Source: (Gori, Rioul and Guiard, 2015)
Berlo’s Model of Communication
Berlo’s Communication model is another famous model, which has been used by the
companies. In this communication, model Berlo stressed on the relationship between the
person who is sending the message and the receiver who is receiving the message. According
to the model, for the it is required that the message, which has been made, should be properly
encoded and decoded that is why it is necessary for the sender and the receiver should be the
best which will help to communicate. In the Berlo’s Model of communication, there are four
main components, and each component has their sub component that describes the assisting
factors. By the help of the below figure it can be understood.
Figure: Berlo’s Model of Communication
Source: (Rogers and Valente, 2017)
Various Business Systems used in Businesses:
The communication systems help the organization to enables to transmission of ideas or any
other important information to the stakeholders of the company. The person who has
developed the idea carefully encodes his thinking/idea into a sensible content, which is ready
now to be shared with everyone else in the company. The person can be referred as the sender
and the person who will receive the information will be receiver. The process of flowing
information between the sender and the receiver takes place because of the communication
system.
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COMMUNICATION SKILLS FOR BUSINESS
With the help of the machines the communication can be done in a smoothly and the process
streamlined. There are few types of communication systems that have been used by the
company to make the information travel smoothly.
 Optical Communication System: The word Optical means light which has been used
to transmit the information to the receiver. In the optical communication system the
transmitter coverts information into optical signal and it received by the receiver and
the receiver responds accordingly.
Figure: Optical Communication System
Source: (Turaga, 2016)
 Radio Communication System: In the radio communication, the set of information
flows with the help of the radio in which the system will work with the aid of a
transmitter and the receiver both equipped with a signal provider (Antenna). The
Antenna produce signal that the receiver received with his own antenna.
Figure: Radio Communication System
Source: (Brantley, 2018)
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COMMUNICATION SKILLS FOR BUSINESS
 Duplex Communication System: In the duplex communications systems equipped
with two systems, which communicate with each other hence, it has been named
Duplex. For an example when someone talking over a phone with another person
another person will also responds on the same time.
Figure: Duplex Communication System
Source:
1.2 Descriptions of methods used by business and the benefits of formal and informal
communications:
Methods of Communication in business:
There are many different effective methods of communication, which is vital, and it can be
used in the business.
Verbal Communication: in the business the use of correct words while delivery something
important is necessary. It can be done by face to face or over the phone, It is one of the most
effective communications that a person can be used. The medium of the message in case of
verbal communication is oral. There are two types of the oral communication, one is by the
storytelling and another one is crucial conversation (BRUMLEY et al.2019).
Written Communication: Written Communication cannot be avoided in the workplace.
However, it is presented everywhere and it is consisted of the traditional paper and pen,
various letters, text chats and in the emails. Such methods of the communications are
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indispensable for any formal business communication. Some of the written communication
methods has been mentioned below:
 Social media: The tools of the social media like facebook, twitter can be effectively
used by the organization for the purpose of communicating between the various
division of the company (Lim, 2017).
 Email: The email communication is one of the most used methods in the organization
and it is one of the highly essential tools that have been used to share the information
with one another.
Nonverbal communication: the communication, which can be done by sending and
receiving wordless messages, can be referred to the nonverbal communication. These
messages are a vital part for the communication in the business and it generally provide the
reinforcements to the verbal communication (Harada et al.2019).
Visual communication: The Visual communication is one of the methods of
communications that has been takes place through the help of visual aids like the colour,
Graphics design, by drawing or other electronic resources. Visual communication consists of
various charts and graphs, which generally strengthen the written methods of communication,
and in majority of the circumstances replaces the written communication completely
(Masmoudi and Le-Ngoc, 2017).
Electronic Communications: It has been observed that due to the modern technologies new
communications are born and it replaces the old one. The electronic Communication can be
achieved by finding the correct set of tools for the communication. Like Mobile forms of
electronic communication in which the mobile devices can help to communicate with the
other people. With the help of the social media, the business can able to communicate but
these are some of the informal ways of communication.
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COMMUNICATION SKILLS FOR BUSINESS
Benefits of Formal and Informal Communications:
Formal Communications Informal Communication
With the help of the formal
communication the efficiency of the
business increased
In the informal Communication, there is no
set of rules, definite liners or the ways.
Therefore it can transmit any kind of
information to anyone
With the help of the formal
communication the top level management
can easily communicate with the lower
level employees
In the Informal Communication, the
information which will released from such
communication network is usually
incomplete
Formal Communication helps to increase
the speed of communicating with the
various departments
It does not follow any of the established
system and it is not controllable. Therefore,
the company will not to hold that resistance.
1.3 Types of Communication Used In the Business Environments:
Business Communication is any communication that has been used to promote the products
and services of the organization with the objective of making sales. In the business
communication, various channels of communication are conveying the idea of the products.
There are two types of Business communication, which has been used by the organization:
 Internal Communication: The communication which has been used within the
company is known as the Internal communication which includes the all the
communication like formal, Informal. In the business environment, effective internal
communication is vital for the organization. Under the internal business
communication, there are three types: Upwards Communication that provide
exchange of the information, Offer ideas. Downwards communication which flows
from the top of the management to the lower levels like the transmit vital information,
obtain feedbacks. Moreover, third is Literal Communication which normally involves
coordinating information and allow the people with the same rank to collaborate it is
essential for Solving problems, improving teamwork and boosting efficiency
(Mehrabian, 2017).
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COMMUNICATION SKILLS FOR BUSINESS
 External Communication: it is an communication which has been done by the
people who are outside the company like the vendors and customers which will help
to increase the sales volume, overall performance and it help the achieve the
organizational goals. (Loermann and Hviid, 2018).
1.4: Principles of Effective Communication:
It can be understand the communication is a process of transmitting of the various messages
and the receiving the response of the message. In simple words the exchange of ideas and the
response that is getting by the person who receive it known as communication. There are
some of the principles for effective communications are mentioned below:
There are seven principles of communication that is also known as the 7C’s
 Principle of Clarity: all the communication begins with the message and it should be
clear so that the message should be delivered properly. If the message is not clear the
communicator will be in confusion (Karanges et al.2015).
 Objective: The Purpose of the communication should be clear before transmitting the
message. The objective is to obtain the information, provide information and to take
action.
 Understanding the Receiver: it is required to under the aim of communication and it
can be done by understanding the mind of the receiver.
 Consistency: The message to be communicated should be consistent with all the
planning, policies and the goals of the company. the message should bot be
conflicting with the pervious communication information.
 Completeness: All the message which has been delivered must have to be adequate
and complete if the message is not complete then the receiver will misinterpret the
message.
 Principle of Feedbacks: This principle calls for the two way communication which
provide the opportunity for the suggestion and criticism. Moreover, it has been seen
that most of the manager feel uncomfortable related tor the feedbacks.
 Principle of Time: Information, which has been provided, should be communicated
at the right time and place. the communication must consider the timing of the
communication. It will provide time to make a desired communication
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