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.