Communication Skills for Business: Role Play Report

This report focuses on communication skills within a business environment, emphasizing the importance of effective oral communication. The main body of the report presents a role-play scenario where the author, acting as a customer service representative, interacts with an irate customer who has not received their order on time. The role-play highlights the application of active listening, empathy, and conflict resolution techniques to de-escalate the situation and find a resolution. The author reflects on their communication strategies, emphasizing the importance of patience, a friendly demeanor, and the ability to understand and address the customer's concerns. The conclusion summarizes the key aspects of effective communication in a business context and how the role-play demonstrated these skills, with references to supporting literature.

Communication skills for
Business

Contents
INTRODUCTION...........................................................................................................................1
Main Body ......................................................................................................................................1
Role play .....................................................................................................................................1
Conclusion.......................................................................................................................................2
REFERENCES................................................................................................................................3

INTRODUCTION
Oral Communication is a very important part for our life without communication people
can't share information with others. Doing a effective oral communication skills allow the sender
to understand by others and this communication doing through mouth. It includes the normal
conversation with both the party and it can be a direct conversation or an telephonic
conversation. Oral communication is a verbal communication where the people share their
information and thoughts by doing the effective communication. In this report we have to play a
role which is related to the oral communication.
Main Body
Role play
Me- hello sir
Customer- hello
Me- how can I help you
Customer- I do have a complaint because I haven't received my order on time
Me- Sorry sir for this mistake we will try to solve this problem as soon as possible
Customer- your sorry would not be enough for the inconvenience faced by me
Me- I can understand sir, can you share me all the relevant detail regarding your order because it
help me to solve your problem festally.
Customer- No you don't understand I have already given an instruction that I need my delivery
on time,but still I face this problem.
Me- Sorry sir for this miss convince, actually during COVID-19 time we don't have enough
labour for delivery because most of the delivery boy are infected.
Customer- Oh, please don' give me such excuses, you promised me that you deliver my order on
time so, why is so late and who is responsible for this unconvinced.
Me- OK, sir calm down, we give a surety that tomorrow you get your order on time
Customer- How can I believe that you deliver my order on time, you know what I took a leave
from my office because of my order, but I got nothing, so please I don't want hear anything.
Me- We feel apologies for this mistake sir, but we give some gift vouchers to you on your next
order
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Customer - I can understand, but it is very irritating for me because I want my game today . If
you don't take any action festally so you will refund my advance money and give some penalty
money to this late delivery.
Me – OK sir If we are not give your order on tomorrow so, we will refund your advance money
and also give penalty for the late delivery.
Customer- OK fine I give you a one more chance to resolve this problem and deliver my game
on time.
Me- Thank you so much sir for giving this chance, we promise that you get your delivery on
time and we give you some gift vouchers and discounts for trying to recover your lose.
Customer- OK thank you for this gifts but be aware that I got my order on time
Me- OK definitely sir, you don,t face this problem again and thanks allot for giving me this
chance
In the above displayed role play has demonstrated my ability to handle tough situation based on
my communication skills such as I listen the costumer problems very well and calmly handle this
tough situation in proper manner and my communication skills helps me to become a more
effective communicator. Along with I don't behave rudely with the customer which means I am
very patience and calm in that time and I actively listen their problems and try to solve them. I
use my effective communication skills more efficiently to handle this situation and I think I
done a great job because I am confident, friendly, good listener which is beneficial for my good
communication skills.
Conclusion
In the above report went into detail regarding the topic of communication skills for
business which is related to oral communication. In this report we play a role which is based on
this situation such as we have to response to an irritate customer who has not receiver their
delivery on time and they also take a leave from their office because of this delivery that why
they are so angry. We have to deal with this angry customer and showing some effective oral
communication skills to resolve this problem. Along with lastly we mention a reflection that who
I use my oral communications skills effectively to handle this situation.
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REFERENCES
Books and Journals:
Coffelt, T.A. and Smith, F.L., 2020. Exemplary and unacceptable workplace communication
skills. Business and Professional Communication Quarterly, 83(4), pp.365-384.
Schartel Dunn, S.G. and Lane, P.L., 2019. Do interns know what they think they know?
Assessing business communication skills in interns and recent graduates. Business and
Professional Communication Quarterly, 82(2), pp.202-213.
Tang, K.N., 2019. Communication Skills of Business Leader. In Leadership and Change
Management (pp. 63-68). Springer, Singapore.
(Coffelt,and Smith,2020) (Schartel Dunn, and Lane, 2019) (Tang,2019)
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