Business Communication Skills: Role Play, CV, Email & Report

This assignment focuses on demonstrating business communication skills through various tasks. It includes a role-play scenario where a manager addresses an irate customer regarding a delivery error, showcasing oral communication skills and conflict resolution. Additionally, the assignment requires submitting written evidence such as a CV, a formal email, and a personal statement (report) to demonstrate competent written communication. The CV highlights the applicant's experience and skills, the email addresses a job offer rejection, and the personal statement outlines academic and career objectives. The assignment underscores the importance of clear and effective communication in building relationships and ensuring business efficiency. Desklib provides resources for students to enhance their understanding and performance in similar assignments.

Communication
Skills For Business
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Table Of Contents
INTRODUCTION……………………………………………………………………………..3
TASK 2
A role has been need to play in terms of the response of the irritated customer who has not
received the promised delivery having taken holiday from work. To the interview panel a
response need to be given into the form of oral manner………………………………………3
TASK 3
Submit at least three of the following which includes a formal report, a letter, your CV,
emails, web pages, leaflets etc that has been produced by the individual. The evidence should
prove that the individual is able to communicate information with the support of appropriate
business styles and methods………………………………………………………………….5
CONCLUSION……………………………………………………………………………..9
REFERENCES……………………………………………………………………………..10
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INTRODUCTION
Communication skills plays a very important role in the business. Communication
skills helps in planning, managing, organising, promoting and helps in innovating various
marketing skills also. (Kumar, K. R. and Kumar, A. V., 2016.). Through the support of
communication skills management, development, construction process and systems can be
developed into the positive manner. In this report, the analysis has been done on the methods,
systems and models of communication. The analysis has also been done on the role play
where an irritated customer has not received the promised delivery having taken holiday from
work. The research has been done on the interview parameter where all job applicants need to
complete the written tasks but also being able to present the information completed prior to
the interview.
TASK 2
A role has been need to play in terms of the response of the irritated customer who has not
received the promised delivery having taken holiday from work. To the interview panel a
response need to be given into the form of oral manner
This is the scenario where a Manager is trying to convince his customer for the
mistake which has been done by their delivery team or dispatch the wrong product to the
customer. (Sethi, and et.al., 2019).As it has not received the particular order which the
customer has ordered in terms of the proper specification. The conversation between them
and role play has been discussed into the following manner:
Manager: Welcome to our store Ma’am. How may I help you?
Customer: Actually I have bought this product from your store last week and I have received
the wrong order in place of my particular product. I have ordered the product from your
website on the online basis.
Manager: Okay. Can you please send me the receipt and show it to me.
Customer: I have send the receipt. Please check it.
Manager: Yes you are saying right and you have ordered from our website
Customer: So what is the next procedure for solving my problem
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Manager: I will try to resolve the problem as soon as possible
Customer: This can’t be acceptable from your company. How can your company can do
such a silly mistake
Manager: Ma’am I am sorry. We are accepting our mistake and it won’t happen in the
future.
Customer: You are promising about the future but what about my current situation. I won’t
purchase the product in the coming future from your company. And also tell to the people on
the social media platform that the particular company does not take their work seriously and
delivers the wrong product to their customer.
Manager: Ma’am please don’t do it. It s about the reputation and standard of the company.
Through this kind of feedback from the customer, it will degrade the value of the company
and other customers also don’t believe on us. With this particular action, the market share of
our company also reduces and at the international level it will become embarrassing situation
for all of us. Ma’am please try to understand.
Customer: This is what exactly I want. Because your company don’t care about their
customers and don’t understand the importance of that particular product. (Easen, S. and
Harrison, G., 2017). Your company don’t have any idea that sometimes the customer has
ordered the product on the urgent basis and they need it on the emergency parameter. How
will your company understand that how much it is important.
Manager: I am apologizing for my mistake and from our company side also. I can
understand and feel the pain of our customers.
Customer: If you understand the sentiments of your customers. Then this mistake won’t
happen. Your apology won’t change my wrong delivery into the right form of delivery of
product.
Manager: Ma’am please try to understand. We can do one thing. I will try my best to resolve
this problem as soon as possible and sending you the delivery boy within an hour to collect
the wrong delivery and within the prescribed period of time I will assure you that you will
receive the right product at your doorstep.
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Customer: This is the last warning from the perspective of customer and playing as the
strong role of customer for all my rights.
Manager: Okay Ma’am. It won’t happen in future. And thank you so much for such a kind
cooperation from your side.
Customer: Its Okay. Welcome. (Ferguson, C., 2020). Try to resolve this problem as soon as
possible. I am sure you take it seriously and this incident is a lesson for you and for your
company as well that you have to always prioritise your customers only.
Manager: Sure Ma’am. I take it very seriously and also aware about this matter to my team
members also so that nobody will do any kind of mistake in terms of dissatisfying their
customers.
Customer: Okay. This is what I expect from you. And I appreciate your behaviour and
response towards the problem of customer.
Manager: Thank you so much Ma’am.
This is the way, through which customer and manager with proper patience and with full
understanding of the customer sentiments, the Manager resolves the problem into the
effective manner. (KA, E. and HORNE, B., 2020). For handling such type of customers it is
very important that the Manager should have the quality of handling any type of situation,
challenges, customers into the result-oriented manner and into the positive way also.
TASK 3
Submit at least three of the following which includes a formal report, a letter, your CV,
emails, web pages, leaflets etc that has been produced by the individual. The evidence should
prove that the individual is able to communicate information with the support of appropriate
business styles and methods
Written CV of Anisha Silvestar
Anisha
House No B3
Wallstreet Road
London,UK
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Personal Information:
Name: Anisha Silvestar
Marital Status: Married
Date Of Birth: 16 June 1987
Sex: Female
Profile:
I am an experienced Credit Officer who has the knowledge about every aspect of the
financial parameter. Whether it is in terms of giving loan for the purpose of house, personal
parameter, car and insurance objective. I am also a confident team-worker who is able to
motivate, communicate and give the exceptional business performance.
Education:
Qualification Year Of
Completion
Board/Institution Subjects
10th 2003 London, UK All Subjects
12th 2005 London, UK Commerce
Diploma in Financial Analyst In Progress
Skills
 Microsoft Office
 Microsoft Power point
 Internet
 Emails
Language & Communication Skills
 English, Hindi & Malyalam
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 Has the good command over written and speaking English
Work Experience
 Fair Finance
Credit Officer(2011-2013)
 The Green Deal Finance Company Limited
Credit Officer(2015-2017)
Interest Activities
I like to serve internet for the purpose of updating myself with the current events into the
world. Also like to read newspapers, watching realistic shows based on some inspirational
stories.
Objective
To work for an organisation which is a top financial company and want to show my
professional capabilities and want to uplift the organisation at the international or global
level.
References:
Financial Accountant: A reputed person perspective by Morris John
Report (Personal Statement)
Statement Of Purpose
I am Anisha Silvestar, as an applicant of Diploma in Financial Analyst at your prestigious
institute. (Sehgal, N. and Nasim, S., 2018). I would like to explain little bit about my
education and study objectives. I have done my study in the field of commerce from one of
the best college in my home town. After that I have worked as an intern named as Goldman
Sachs for the period of one year as the finance intern. It helped me in developing my career
and enhancing the interest area of my field. While working into this company I have realised
that further study will also help me in enhancing my career at the next level. It will help me in
increasing my knowledge and experience. (Ezenwafor, J. I. and Olaniyi, O. N., 2018). If I get
admission in this particular course in the specific institute then it will help me in specialising
my field into different areas through which different opportunities have been opened for
enhancing my career.
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I have chosen the particular University because of the reason that it has the good ranking as
well as the good reputation also which offers different kinds of courses to their students.
My aim is that to complete MBA in Finance and with a diploma course into the business area
also. I am confident that I will successfully complete this course in your institution. I
sincerely show my interest in getting admission into your university and you will consider
this admission into the positive manner and it act as the advantage into my personal
professional life also.
Best Regards
Formal Email
2 July 2021
House No B3
Wallstreet Road
London,UK
Dear Sir
Subject: Not accepting the job offer letter
I am happy when I get the confirmation of the selection at the interview for the post of
Financial Analyst. (Hosseini, M. H. and Allahyari, M., 2016). Please accept my sincere
apology as I will not be able to join your organisation with this particular position due to the
other opportunities that am availing or pursuing it.
At the time of interview, I was also sitting for the university examination which is in the final
phase. As their results have came out and on the basis of my performance into the
examination I got the opportunity in the famous college of London which is specialised into
the financial field. And I am happy to inform you about this and sincere apology for not
joining your organisation. As I am giving first preference to my studies at this level, I regret
that I have missed such a golden opportunity to join your prestigious organisation.
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I hope you will keep my CV into your database for future consideration and hoping for the
new vacancy into your organisation with the great chance of again joining your organisation
and come for the interview in the coming future.
I sincerely request you to withdraw my application and give someone else a offer in my place to the
above situation.
Kind regards
Yours Sincerely
Anisha Silvestar
CONCLUSION
In today’s period of time, communication skills plays a very important role into the
business. Without communication skills it becomes very challenging part to run such a big
team. Communication skills not only increases the confidence level as an individual but it
also gives the new type of opportunity at the organisational level and also at the international
level. (McManus, L. and Rook, L., 2021). Communication skills is the way through which an
individual can convey its information and what are the objectives and goals of the company.
If the communication is clear and crisp at every level in the organisation then there are very
less chances of arising the conflicts among the team members. So communication skills
should be practised from the college level and also can be improved through some special
classes. It gives the personality a new star into it and also helps in enhancing the career as
well as change the overall face of the personality.
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REFERENCES
Books and Journals
McManus, L. and Rook, L., 2021. Mixed views in the academy: academic and student
perspectives about the utility of developing work-ready skills through WIL. Studies in Higher
Education, 46(2), pp.270-284.
Hosseini, M. H. and Allahyari, M., 2016. The Relationship between Communication Skills
and Customer Satisfaction through the Mediating Role of Cultural Intelligence in Employees
of Eghtesadnovin's Bank. International Business Management, 10(30), pp.6745-6750.
Ezenwafor, J. I. and Olaniyi, O. N., 2018. EXTENT OF TECHNICAL AND ICT SKILLS
NEEDED FOR ENTREPRENEURIAL SUCCESS BY BUSINESS EDUCATION
GRADUATES IN ONDO AND EKITI STATES. Nigerian Journal of Business Education
(NIGJBED), 4(2), pp.260-270.
Sehgal, N. and Nasim, S., 2018. Total Interpretive Structural Modelling of predictors for
graduate employability for the information technology sector. Higher Education, Skills and
Work-Based Learning.
KA, E. and HORNE, B., 2020. Cultivating Studentsʼ Communication Skills for the Global
Workplace: A Cross-Cultural Online Exchange Pro ect with Non-Native
Speakers. International ournal of eaching and Education, 8(1), pp.64-83.
Ferguson, C., 2020. Therapeutic Communication Skills for Nurses Working with People
Living with HIV (Doctoral dissertation, Walden University).
Easen, S. and Harrison, G., 2017. Communication skills training in ultrasound: Ultrasound
practitioners’ views. Imaging Therapy and Practice.
Sethi, and et.al., 2019. Communication Skills for Interns: Evolution and Assessment of a
Training Workshop in a Medical College of New Delhi. Int. J. HealthCare Edu. & Med.
Inform, 6(2), p.2.
Deng, and et.al., 2016. Business analytics education: A latent semantic analysis of skills,
knowledge and abilities required for business versus non-business graduates.
Moradidasht, and et.al., 2015. The relationship between emotional intelligence and
communication skills with Burnout in table tennis coaches. Journal of Sport
Management, 6(4), pp.713-727.
Luka, I., 2015. Enhancing employability skills for tourism and hospitality industry employees
in Europe. Journal of Turiba University Acta Prosperitatis, 6, pp.75-94.
Carvalho, A., 2016. The impact of PBL on transferable skills development in management
education. Innovations in Education and Teaching International, 53(1), pp.35-47.
Martin, T., 2019. Review of student soft skills development using the 5Ws/H approach
resulting in a realistic, experiential, applied, active learning and teaching pedagogical
classroom. Journal of Behavioral and Applied Management, 19(1), pp.41-57.
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Kumar, K. R. and Kumar, A. V., 2016. Impact of Soft Skills Training on Employability
Competency in Sims, Bangalore: A Study With Reference To B-School
Graduates. International Journal of Research in IT & Management, 6(3), pp.10-17.
Antonenko, I. and Chizhova, N., 2018. Using situational exercises for the development of
communication skills and personal mobility of students. European Humanities Studies: State
and Society, (3), pp.4-16.
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