Diploma of Business Management: Communication in Organizations

This essay provides an analysis of a live communication scenario involving a retail salesperson and a customer, examining the effectiveness of the interaction through the lens of various communication theories and models. The author recounts a personal experience of accompanying a friend to purchase a smartphone, highlighting the salesperson's exceptional communication skills, including active listening, confident body language, and effective handling of objections. The essay emphasizes the importance of non-verbal cues, trust-building, and knowledge in fostering effective communication. It further explores the impact of modern communication channels, such as social media, on business interactions. The analysis underscores the pivotal role of effective communication in achieving organizational goals and fostering better engagement, concluding that it is both an art and a skill that can be developed through mindful practice and continuous learning. Desklib provides a platform for students to access similar solved assignments and study resources.

Running Head: Communication in Business Organizations
Diploma of Business Management
Communication in Business
Organizations

Communication in Business Organizations P a g e | 1
Essay
Introduction
The essay here will analyse one of the live setting which shows two or more people
involved in the communication. The live setting will help in identifying the
communication practice or the theory which is being used by the individuals. Based on
the observed communication, certain communication theory or the models will be used
to ascertain the effectiveness of communication, which will also help in defining how
effective communication prevails in the business organization.
An incident which made me realize the extent and the importance of communication
occurred with me a few days back. It made me realize the importance of communication
and the art of effective communication. I was accompanying college friends of mine by
the name Adams, and we went to mobile shopping in one of the retail stores. The reason
we went to a retail stores was because my friend wanted to explore the options
available in the market. The moment we entered the store, one handsomely dressed
salesperson greeted us and welcomed in the store. He left us for a while, with an
intention of not disturbing us. He met us again after 5 minutes and politely asked us if
we were looking for something specific. Adams informed him that he is looking for a
smartphone, and he would like to move away from Apple and get his hands onto some
other device. This was taken extremely well by the salesperson, and he directed us to
follow him towards the section where plethora of handset from other companies was
neatly arranged.
The salesperson was extremely polite, courteous and helping in nature, he even ordered
coffee for us and made us comfortable. While sipping coffee, he was getting to know us
better, to gauge for the utility of the phone. He also introduced us to a lot of new mobile
phones in the market, new services and features offered by the phone, which made us
felt a lot knowledgeable about the choices available in the market. The salesperson,
helped us in explaining dozens of new mobile phones in the market, with all the pros
and cons associated with each device. He also helped us by comparing the features of
the phones in accordance to the price charged. He was in a position to ably handle our

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objection towards a particular device and gave us more knowledge on the product. The
salesperson was an excellent negotiator; he crafted a win–win strategy and got us the
best mobile at best buy. I was thoroughly impressed by the way the person
communicated with us, it left me with a smile on my face.
In order to analyse the above mentioned communication with the salesperson, I would
have to say the communication was highly effective, which pushed us to purchase the
mobile device. The sales person was a great listener, and he listened to us with an
intention of listening and not to respond, this is one of the finest arts in communication.
It was effective listening, which helps a person in understanding the concern, query,
rationale and any other thing, which was effectively displayed by the salesperson.
Another important highlight of the conversation was the effective delivery of
communication by the salesperson. He was extremely confident, knew his product and
was helpful in nature. These are some of the innate qualities which pushed the
spectrum of communication.
Body language plays an important role in ascertaining the intent and impact of the
communication. The body language of the person was not stiff; however it was very
warm and welcoming. The person showed no signs of getting nervous; he consistently
had a smile on his face and was focussed on our needs. This shows that effective body
language speaks in volume about the communication of the person; it also makes him
stand out(Stanovich & West, 1999). There was a lot of noise in the store, because it was
a busy Sunday evening. But then too, the salesperson ensured that we were able to
communicate clearly and he took care of the noise. He lessened the distraction from the
noise by focussing more on the gestures, and using language only when it was
necessary. This implies that noise and distraction are the barriers to the communication
which has to be handled effectively (Chamot, 1995). Anther striking point about the
communication was the ability of the person to continuously look into our eyes and
explain us about the product. Looking straight into the eyes of a person is a very big
factor in building trust and relationship with the person. It also helps in effective
communication, thus one should always look into the eyes while establishing
communication with a person or a customer. The salesperson was also aware of various
trends in business communication, he advised us to connect with the service centres on
social media platform as companies respond quickly on social media. It implies that

Communication in Business Organizations P a g e | 3
Social media channels or platforms have taken over the traditional means of
communication. Also the two way communication platform helps in better engagement
and conversation (DeVito & DeVito, 2007).
The analysis which can be drawn from the interaction here will help in developing the
art of effective communication amongst the readers. It has been observed, felt, seen and
read that non-verbal communication or the body language plays a great role in effective
communication. A confident body language accompanied with smart gestures and smile
helps in creating the right impact on the person. The second learning was the art of
effective listening, with the intention of understanding the query and also to have a
better engagement (Harris & Harris, 1996). Effective engagement is a step up towards
the communication strategy. Another thing identified was the acceptability towards
feedback while having a conversation, feedback helps a person to correct himself and
communicate much more effectively. I also learnt that knowledge plays an important
role in communication. A well informed and knowledgeable person can present the
facts to a person in a much better way; it leaves for no gaps in the perfect
communication (Austin & Pinkleton, 2015). Knowledge in communication boasts the
confidence of the person on other side of table, thus helping in building trust and faith.
People generally fail to perceive or rightfully interpret the emotion, behaviour or the
attitude displayed by other person while communication. Whereas it is one of the most
important aspect of communication and helps in better understanding of the person,
and accordingly the communication can be best tweaked from maximum effectiveness
of the intended message (Ulmer, Sellnow & Seeger, 2017).
In order to conclude, business communication in the present day has become pivotal for
the organization. Effective communication leads to better engagement which ultimately
leads to achievement of the goals and objectives of the organization. Communication is
both an art and skill of an individual to ensure that the intent of the message is the same
as the impact created by the message (McLeskey, Rosenberg & Westling, 2017).
Effective communicators are great listeners as it helps them in understanding the other
person deeply. Effective and confident body language further adds to the great
communication style, and it helps in gaining the trust of other person. Non-verbal
gestures play an important role, as it helps in communicating without even using the
language, thus leaving a lot of scope to reduce the noise in the communication process

Communication in Business Organizations P a g e | 4
(Evans et. al., 2017). Moreover, the communication in the last decade has changed from
traditional means to more contemporary such as using social media, communication
tools and Chat bots to increase the effectiveness of the communication. At the same
time, the two ways communication channels helps in creating a better engagement and
conversation rate (Thompson, 2018).

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References
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Harris, P.R. and Harris, K.G., 1996. Managing effectively through teams. Team
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McLeskey, J.L., Rosenberg, M.S. and Westling, D.L., 2017. Inclusion: Effective practices for
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Stanovich, K.E. and West, R.F., 1999. Discrepancies between normative and descriptive
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Ulmer, R.R., Sellnow, T.L. and Seeger, M.W., 2017. Effective crisis communication: Moving
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