Analysis of Communication Skills for Business Success Report

This report delves into the critical aspects of business communication, encompassing various models, systems, and methods employed in professional settings. It begins by introducing fundamental communication models like the SMCR and interactive models, highlighting their significance in information transfer within organizations. The report then explores different communication systems such as fax, email, and voicemail, illustrating their roles in facilitating efficient information exchange. Furthermore, it examines diverse communication methods, including written, verbal, non-verbal, visual, and electronic approaches, along with the advantages of formal and informal communication. The report also addresses the principles of effective communication, emphasizing clarity, accuracy, timeliness, and conciseness while acknowledging potential barriers such as personal, external, and organizational obstacles. Through a case study, the report demonstrates the application of oral communication in resolving customer dissatisfaction. Additionally, it provides examples of written communication through CVs, emails, and formal letters. Overall, the report underscores the importance of effective communication in achieving business objectives.

COMMUNICATION
SKILLS FOR BUSINESS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Communication models and systems used in business ..............................................................3
Communication methods and technology in businesses.............................................................4
Principles of effective communication .......................................................................................4
TASK 2............................................................................................................................................5
Oral Communication ..................................................................................................................5
TASK 3............................................................................................................................................5
Communication in Writing ........................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................6

INTRODUCTION
Communication is an effective process that involve transferring of important information
from one party to another. Its basic purpose is to communicate the relevant message so that it can
be properly transmitted to receiver's end in proper time period (Mishra, 2014). The report
highlights various communication models which is used in business and importance of
communication skills. Apart from it, there are several styles through which business
communication takes place in the form of formal report, letter, emails, webpages so that ultimate
objective could be fulfilled. There are some principles that is followed to make the
communication procedure effectual.
TASK 1
Communication models and systems used in business
Communication model:
Various models of business communication process are:
 David Berlo: He has formulated the “SMCR” model in which the sender transfers his
message through medium channel so that every department receive proper message that
the higher level wants to communicate with their subordinates (Barratt, Hanlon and
Rankin, 2011).
 Interactive model: This is created on the concept that communication procedure is not a
one way channel. Hence, receiver and sender interacts with each other by giving their
feedbacks wherever necessary. This is followed in business organisation that involve
proper interaction between superior and subordinate level.
Communication system:
Business communication system assists in carrying out communication process in
effective and efficient manner (Saavedra and Opfer, 2012). The primary form of communication
system in business organisation is through audio transmissions, video conferencing and text
messaging. Further description of communication system that is utilised in business functioning
are as follows: Fax: It is also termed as “long distance courier process” in which message is send to far
way place through fax machine. It assist in sending the similar document to many users at
same time. For example, if an organisation wants to send some important document to

another branch which is located in some another country than, fax machine helps in
carrying out such process. It is a simple procedure that involve requirements of
telephone, scanner, modem so that graphics, text can also be conveyed. E- mail (Electronic Mail): This process allows to transfer message through
electronically. Businesses communicate majorly through e- mails when they want to
transfer some important message to their employees. Hence, it is a formal way of
communication used by them.
 Voice mail: It is carried out to perform oral communication process. Under their, the
information is send to receiver through network and it is also consider secured way as it
can be accessed with the use of passwords (Tymon, 2013).
Communication methods and technology in businesses
Different description of the methods that are adopted by business organisation are
described below: Written: In involve some contents that has to be documented. Business make used of e-
mails, SMS, text messages and involve use of symbols. It is carried out to transfer some
legal information. Verbal: It is performed with the use of words, expressions in order to transfer message. Non-verbal: It does not include any use of words hence, it is carried out to transfer
feelings, ideas, thoughts of individual person to another. Visual: it involve presenting the information through use of graphics, signs, charts,
symbols.
 Electronic Methods: Teleconferencing, video conferencing, messaging and e-mail
communication is included in this type of communication method as it is carried out in
electronic form.
The benefits of formal and informal communication to organisations.
 Carrying out the communication process in smooth manner.
 The effective formal communication helps in creating disciple in employees working.
 It assist in minimizing the faults and mistakes (Azevedo, Apfelthaler and Hurst, 2012).
Principles of effective communication
There are number of barrier that is present in business communication process that
hinders the overall procedure hence, attention should be made to communicate with some norms

and principles that are drafted to make it effective. Some barriers of business communications
are described below:
 Personal barriers: as communication involve transferring of message between two
individuals hence, there are various personal barriers that involve low confidence in staff
members, attitude and nature of superior level, lack of time availability (Storbacka,
2011).
 External barriers: Various external barrier for business communication system involve
emotional, semantic, perpetual barriers that hinder the communication process.
 Organisational barriers: there are various methods that include organisation's policies,
norms, customs that are followed in particular business which creates barrier.
Above discussed are some barriers of communication which can be reduced by following
principle of effective communication which are described below:
 Principle of simple process: The message or information that need to be communication
must be simple and clear and in understandable form.
 Principle of Accuracy feature: It involve that message must be relevant and accurate.
 Principle of Time: the communication must be conducted in proper time period.
 Principle of conciseness: Message must not be too long and contain only required data.
TASK 2
Oral Communication
Oral communication is a process of communicating verbally so that relevant data nd
information can be transferred from one party to another. It is majorly divided into two forms
that include informal and formal means. There are various benefits of carrying out the
communication process through oral communication as it do not involve much time as well as it
is more flexible in nature (Certo, 2018). For instance, there are many situations that get arise in
business organisation which involve instant and immediate response or action hence, the best
manner which can be executed is to perform face to face communication process rather than
written one.
There is a case which has been described below in which there is a unsatisfied consumer
who has not received the promised delivery and as a interviewee, oral communication has been

taken place to face the response of that customer. The conversation that take place between
interviewer and interviewee is described below:
 Interview panel will play the role of unsatisfied customer Me as a interviewee
Interviewer(Unsatisfied Customer): I am not at all satisfied with your services. Is that the way
that you will treat your consumer?
Me: I am really sorry sir, there was some misshapen that has been taken place hence, the good
is not delivered in time.
Interviewer(Unsatisfied Customer): But I am not at all satisfied with the delivery services and I
will register complaint for the same.
Me: I m really sorry sir. This will not be happen again. I will provide you the discount on that
product. Kindly, accept our proposal this time.
Interviewer(Unsatisfied Customer): I am very much disappointed I have taken leave from my
job just to receive that product by myself.
Me: Sir I am accepting my mistake and I will assure you that We will take care of thing from
next time. Our delivery boy got stuck in some emergency situation and we have also dropped
you the message for delay.
Interviewer(Unsatisfied Customer): Please do not make excuses. I know one thing that you
have not delivered my product on time and I will not tolerate this issue at all.
Me: Sir, I have already registered the complaint of that delivery boy and will deduct his salary
for the same. I am apologising for this action and will assure you that it will not happen again.
Company will compensate for the same and lend you the discount on undelivered product.
Interviewer(Unsatisfied Customer): Okay, as you deliver high quality products to the
customers. I am giving you last chance. Please do not repeat this mistake again.
Me: Yes sir, surely we will take care for this from next time. Please take this product and
company is offering some discount on this.
Interviewer(Unsatisfied Customer): Okay, thank you so much.
Me: Thank you for your cooperation.
From the above conversation it has been observed that oral communication process
assists in influencing the behaviour of customer in positive manner (Beebe and Mottet, 2013).

The impact of oral communication can be seen from the unsatisfied customer as he gets easily
influenced from way of talking and this is done through oral communication process. Apart from
this, secrecy feature is also been maintained as the conversation has been taken place between
two parties. It is a two way process that transfers from sender's end to receiver and they provide
feedback in return.
TASK 3
Communication in Writing
Written communication is carried out with the use of word expression so that proper
message get transferred to the user and aim could be accomplished. It is very much necessary to
communicate the important and relevant information in clear, concise way so that every
individual that is working in organisation gets well acquainted with the decision (Aarikka-
Stenroos and Jaakkola, 2012). This process can be taken place in two from formal and informal.
Businesses carried out formal way of communication in which some instructions, orders,
important information is transferred from superior level to their subordinates. For example, it is
carried out through E-mails, fax, messaging and other ways. It is very much important to make
the written communication system effective by taking care of many things.
CV: The below CV is prepared to apply for the job vacancy of HR in Talent Plus organisation.
CURRICULUM VITAE
Name:
Address:
Contact Number:
Email Address:
Career Objective:
To increase my knowledge by working in some good organisation that will lead in increase of
my skills and capability.
Educational Qualification:
 Matriculation with 75% marks Intermediate with 80% marks
Other Skills:

 I year diploma course in Computer applications 2 years course of graphics and design
Experience: 2 years of experience of HR manager in Talent Plus company
Personal Skill/Knowledge:
 Energetic
 Accept dynamic changes
 Honest Trust Worthy
Personal Profile:
 Father's name-
 Date of Birth-
 Religion-
 Marital Status- Nationality-
Declaration:
I hereby declare that all the data that has been provided above is correct to the best of my
knowledge and belief.
Date:
Place:
E-mail: The below E-mail is drafted to apply for the post of HR in Match brick organisation
From: [e-mail]
To: hrtalentplus.org
Subject: Applying for HR post
Respected Sir/ ma'am,
I am interested to apply for the vacant job position of HR in your esteemed organisation. I have
attached by resume for the same.
I have experience of two years and is looking for more opportunity which I can seek from your

organisation.
I am available for the interview process and hoping to hear soon from your side.
Thanks and Regards
Peter Johnson
Letter: A formal letter is drafted to communicate the important details to the manager (Street and
De Haes, 2013).
A-603, Villa street, Washington, US
12 June, 2018
To,
Mr Renaldo
123 Rano road
M56, 5AO
Washington, US
With the response of your advertisement, I would to like to inform you that I am interested to
apply for the job of HR manager. I have done Master of Business Administration with
specialisation in HR and Marketing. I have 2 years experience of working in Talent Plus and
seeking to join your organisation.
Thank you and I am looking forward for working with your company in future.
Yours Sincerely,
Peter Johnson
CONCLUSION
From the above prepared report, it has been concluded that business communication is an
essential process that involve transferring of important information from sender's end to final
user. There are different methods that are utilised to carry out business communication process.
Written and oral process have their own benefits enjoyed by the individual that are working in
particular organisation. There are various means through which written communication process
is carried out for example e-mail, fax, electronic mediums and many others. Hence,

communication process is required to be conducted in effective way by following some
principles that have been formulated.

REFERENCES
Books and Journals
Certo, S.C., 2018. Supervision: Concepts and skill-building. McGraw-Hill Education.
Beebe, S.A. and Mottet, T.P., 2013. Business and professional communication: Principles and
skills for leadership. Pearson.
Mishra, K., 2014. Employability skills that recruiters demand. IUP Journal of Soft Skills. 8(3).
p.50.
Aarikka-Stenroos, L. and Jaakkola, E., 2012. Value co-creation in knowledge intensive business
services: A dyadic perspective on the joint problem solving process. Industrial marketing
management. 41(1). pp.15-26.
Storbacka, K., 2011. A solution business model: Capabilities and management practices for
integrated solutions. Industrial Marketing Management. 40(5). pp.699-711.
Azevedo, A., Apfelthaler, G. and Hurst, D., 2012. Competency development in business
graduates: An industry-driven approach for examining the alignment of undergraduate business
education with industry requirements. The International Journal of Management Education.
10(1). pp.12-28.
Tymon, A., 2013. The student perspective on employability. Studies in higher education. 38(6).
pp.841-856.
Saavedra, A.R. and Opfer, V.D., 2012. Learning 21st-century skills requires 21st-century
teaching. Phi Delta Kappan. 94(2). pp.8-13.
Barratt, C., Hanlon, D. and Rankin, M., 2011. Assessing the success of a discipline-based
communication skills development and enhancement program in a graduate accounting course.
Higher Education Research & Development. 30(6). pp.681-695.
Street, R.L. and De Haes, H.C., 2013. Designing a curriculum for communication skills training
from a theory and evidence-based perspective. Patient education and counseling. 93(1). pp.27-
33.