Effective Communication Skills in Business: A Report

This report examines essential business communication skills, crucial for smooth business operations. It is divided into three tasks. The first task explores communication models, systems, methods, and technology, along with strategies for effective communication. The second task involves a role-play scenario where the candidate responds to an irate customer regarding a delayed delivery. Finally, the third task presents evidence of the ability to communicate information using appropriate business styles and methods, including a curriculum vitae, a business letter, and an email. The report emphasizes the importance of oral and written communication in the workplace, offering practical examples and insights into effective communication practices.

Communication Skills
for business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT.......................................................................................................................1
TASK 2............................................................................................................................................1
Oral communication...............................................................................................................1
TASK 3............................................................................................................................................3
CONCLUSION................................................................................................................................5
REFRENCES...................................................................................................................................5

INTRODUCTION
In present scenario, effective skills of communication are being required to have a
smooth functioning of a business. Communication is a process which usually involves two
parties that is the sender and a receiver. This report is being divided into three tasks in which first
tasks shows communication models,systems, methods, technology in business along with ways
for making an effective communication (Adler and Elmhorst, 2012). In task two a role play is
being done in order to response to an irate customer who has not received the promised delivery
having taken holiday from work. While, in third task evidences that one is able to communicate
information using appropriate business styles and methods is been discussed.
TASK 1
Covered in PPT
TASK 2
Oral communication
Oral communication refers to the process of exchange of views and thoughts among one
person or whole group verbally. It involves face to face communication, telephonic conversation
etc. between speaker and listeners who communicates with each other over a single topic or more
in order to reach common conclusion. This kind of communication is mainly of two types that is
formal and informal. Formal type of communication includes classroom lectures, presentation at
meeting for business purposes, telephonic conversation between organisational customer care
executives and customers. Whereas, informal oral communication includes chit chat between
employees on non organisational related topics.
As per the given scenario, an organisation is conducting interview to select most
desirable candidate according to requirement of vacant job position. Interview panel of this
company have planned to select candidate on the basis of their verbal communication skills. For
this interviewer have asked candidate to perform a role play with them. In this, candidate is
going to communicate verbally to an irritated customer who have not received delivery of
ordered product on given delivery date. Here, candidate will act as customer care executive of a
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company and interviewer will communicate as being an irritated customers. Role play among
customer (interviewer) and customer care executive(interviewee) is defined as below:
Customer (interviewee): Hello, This side Emma here calling from 27, high street
London. I have placed order of 6 cosmetic item from your website whose delivery date was
supposed to be received by me yesterday. But, I have not received my ordered product yet. This
is the second time when I have not received products from this company on time which is very
unsatisfactory. Now, I want to where are my products and why they are not delivered yet even
after crossing delivery date.
Customer Service Executive (interviewer): Hello ma'am, I am extremely sorry on the
behalf of my company and issues which have been faced by you. Our company is strictly
following terms and policies related to delivery time that is within 4 days after confirmation of
order. But, as per your inconvenience I have to check whole procedure of delivery that is from
dispatch to delivery. For this, I need to know your full name, registered mobile number and date
on which order was placed so that I can find out problem and will resolve it soon.
Customer (interviewee): Okay, My name is XYZ, registered mobile number is
76714567, Date of order placed is 3.1.2019.
Customer Service Executive (interviewer): Ma'am, I am just checking your details just
give me few mins.
Customer (interviewee): Okay, kindly do it soon.
Customer Service Executive (interviewer): Hello ma'am, I have checked all of details
given by you regarding your order. It has been analysed that due to some technical issue product
which have been order by are not still dispatched. Because of which they are not delivered. The
company is extremely sorry for this delay, but promises to you to deliver it within two upcoming
days. Along with this, our company have also decided to compensate for this inconvenience
and have made your order free of cost. Kindly corporate and remain loyal to us in future.
Customer (interviewee): Okay, Thanks for such a quick response. But it is suggeted to
the company that if they faces similar kind of issues in future then please inform customers too at
the same time.
Customer Service Executive (interviewer): Okay ma'am, We will surely work on your
suggestion. Sorry once again for your inconvenience.
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TASK 3
Curriculum Vitae
Mary Jean
26, Yorkshire, U.K
Cell Phone: [phone]
Email- [e-mail]
Career Objective: I am looking forward to work for an organisation which helps me to
enhance my knowledge and skills.
Personal Information
Date of Birth: April 18,1995
Gender: Female
Educational Profile
 Masters in Business Administration
 Bachelors in Business Administration
Computer Skill
 Ms office
 Ms word
 Ms PowerPoint
Hobbies: Listening music, dancing and cooking.
Languages: English and Hindi
Declaration
I hereby declare all the information mentioned above are true according to my
knowledge.
Date:
Place:
Letter
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Mary Jean
Yorkshire, UK.123-456789. [e-mail]
January 3,2019
Janice Parker
Vice President, Marketing
XYZ limited
26 Street, London UK
Dear Ms. Parker,
I would like to thank you for taking out time to take my interview today for the post of
Human resource manager position that has been vacant in XYZ Ltd. I had a pleasure meeting
you and your team, and I truly enjoyed learning about your business styles and methods.
I was impressed by chance of Human resource manager position is required to build a
rebranded and a strong presence for XYZ Ltd in various social networking sites. As we
discussed though I am a fresher but have skills to become a HR through my internship
programs.
If I can give you any additional information that will help you in your process of decision
making, please let me know. I look forward to hearing from you soon!
Sincerely,
Mary Jean
E-mail
Hello Ms Parker,
I would like to thank you for taking out your precious time to speak with me yesterday about
Human resource manager position in XYZ Ltd company. It was great to talk to you and I
seriously enjoyed hearing all the information you conveyed regarding the job opportunity.
The information you shared related to business styles and methods sounds particularly
interesting to me. I am confident that my knowledge as well as skills will allow me to enter and
get succeeded in this role. I am exited to take on this position in your company. I am looking
forward to hear from you regarding the next steps and please feel free to contact me in
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meantime for any questions or queries if you have.
Thank you again and I hope to hear from you as early as possible.
Best Regards
Mary Jean
CONCLUSION
From above mentioned report it is being concluded that an effective communication is
being required for smooth functioning of a business. There are various methods and system of
communication that helps in doing effective communication within an organisation. Moreover
benefits of formal and informal communication and technology also helps in doing
communication within a work place. Principles of communication also helps in effective
communication and there are some barriers which act as a hurdle to an proper flow of
communication. Evidences such as curriculum vitae, letter and email is demonstrated regarding
how communication is done using business styles and methods.
REFRENCES
Books and Journals
Adler, P. R .B. and Elmhorst, J. M., 2012. Communicating at Work: Principles and Practices for
Business and the. Mcgraw Hill Higher Educat.
Bovee and Courtland, 2012. Business Communication Today, 10/e. Pearson Education India.
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Conrad, D. and Newberry, R., 2012. Identification and instruction of important business
communication skills for graduate business education. Journal of Education for
Business. 87(2). pp.112-120.
Deepa, S. and Seth, M., 2013. Do soft skills matter?-Implications for educators based on
recruiters' perspective. IUP Journal of Soft Skills. 7(1). p.7.
Guffey, M.E. and Loewy, D., 2012. Essentials of business communication. Cengage Learning.
Keil, M., Lee, H. K. and Deng, T., 2013. Understanding the most critical skills for managing IT
projects: A Delphi study of IT project managers. Information & management. 50(7).
pp.398-414.
Martin, J. N. and Nakayama, T. K., 2013. Experiencing intercultural communication. McGraw-
Hill Higher Education.
Mascle, D. D., 2013. Writing self-efficacy and written communication skills. Business
Communication Quarterly. 76(2). pp.216-225.
Robles, M. M., 2012. Executive perceptions of the top 10 soft skills needed in today’s
workplace. Business Communication Quarterly. 75(4). pp.453-465.
Royle, J. and Laing, A., 2014. The digital marketing skills gap: Developing a Digital Marketer
Model for the communication industries. International Journal of Information
Management. 34(2). pp.65-73.
Siewiorek, A. and et. al., 2012. Learning leadership skills in a simulated business
environment. Computers & Education. 58(1). pp.121-135.
Wilton, N., 2012. The impact of work placements on skills development and career outcomes for
business and management graduates. Studies in Higher Education. 37(5). pp.603-620.
Online
Principles of Effective Communication in Business. 2018. [Online]. Available through
<http://bconsi.blogspot.com/2012/12/principles-of-effective-communication-in-business.html>.
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