Communication Skills for Business - Module 1 Report, University

This report delves into the crucial aspects of communication skills within a business context. It begins by examining various communication models and systems, including Shannon and Weaver's Information Theory Model, David Berlo's SMRC model, the Aristotle model, and circular and modern models of communication. It further explores communication systems like optical and radio communication. The report then analyzes different communication methods used by businesses, such as visual and verbal communication, and highlights the benefits of both formal and informal communication. A significant portion is dedicated to the role of technology, including email, smartphones, management tools, and complete integration, in enhancing business communication. The report concludes by outlining the principles of effective communication, including clarity, objective, understanding, consistency, and completeness, along with an overview of barriers to effective communication, providing a comprehensive guide to improving communication strategies in the business environment. The report also includes sections on oral communication styles, presentation of business information, and responses to questions. It provides samples of CVs, letters, and emails.

Communication Skills For
Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Communication models and systems used in businesses......................................................1
1.2 Methods used by businesses..................................................................................................3
1.3 Use of technology for different types of communication in business environment.............4
1.4 Principles of effective communication..................................................................................5
1.5 Barriers to effective communication.....................................................................................7
TASK 2............................................................................................................................................8
2.1 Different styles And Methods Of Oral Communication.......................................................8
2.2 Presentation Of Business Information In Formal Situation................................................10
2.3 Responding To The Questions Arising From The Presentation.........................................10
TASK 3..........................................................................................................................................10
CV:- ..........................................................................................................................................10
Letter:-.......................................................................................................................................12
Email:-.......................................................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Business communication refers to the communication process or the way in which the
team members in an organisation communicate with each other in an effective manner. The
project report here, will be laying focus on the models of communication and the system that are
used in making the communication effective (Antunes; Pino and Tate, 2019). The report will
further focus on the benefits of the formal and informal communication in an organisation along
with this the assignment also emphasise on how the technology is useful and playing a crucial
role in the different types of communication prevailing in the business environment. The purpose
here is to improve the effectiveness of communication in the organisation in the business
environment.
TASK 1
1.1 Communication models and systems used in businesses.
Communication is termed as the two way process in order to reach mutual understanding.
In this process participants that are involved share and create meaning along with exchanging
information, news, ideas and feelings. Thus, there various models and systems in terms of
communications that are basically used in every type of business (Ferreira; Moreira and Seruca,
2019). This has been discussed as per below context-
Communication models
 Shannon and weavers Information Theory Model- in this model, it has been showed that
communication is that process which basically begins with brain of the sender. Thus,
sender are those who moulds thoughts, concepts and ideas and makes a message that is
forwarded to receiver. The message that is sent by them goes directly to the brain of
receiver through certain media. Further, after receiving content, receiver replies with
certain reaction. In addition to this, transmitter is therefore involved in this model that
leads in converting message info understandable signal. Therefore, this model is termed
as the most comprehensive one because there is huge involvement of feedback and also is
closed to the modern model in terms of Business Communication (Groot and et.al.,
2019).
 David berlo's SMRC- The SMRC in the model stands for Source, message, receiver and
channel. Thus, this particular model helps in analysing that source is that which transmits
1

the message to receiver via some channel. It has been determined that sender and receiver
both of them have been influenced with their respective culture, social system, attitudes,
knowledge, communication skills and many other factors (Ilie, Nickerson and Planken
2019).
 Aristotle model- The three elements of process in terms of Business Communication has
been detected. Thus, there is lack of scope in order to respond by receiver and thus their
role has been neglected at this phase. In addition to this, it has been considered as one
sided model of business communication.
 Circular model of Communication- The process of Business Communication is generally
two way process. In this process sender is one that sends message to receiver and further
recipient sends feedback for that message to that of sender. Thus, this feedback is termed
as source of success of particular business. In addition to this, it is a significant model
where feedback has been given extreme importance which in turn is useful to conduct
two way communication in an effective manner (Kelly, 2020).
 Modern Model of Communication- There is an extreme development in business
communication process in recent years. There are new elements and items that are
involved in this model. There are nine elements involved and emphasize on system
related to feedbacks. There are sender and receivers that are named as major parties in
process of communication. While, message, media are tools. In addition to this, encoding,
2
Illustration 1: Berlos's Model Of Communication
(Source: Communication Theory, 2018)

decoding, feedback and response are functions and last one is noise element that leads in
creating interruption at business communication process stage.
Communication systems
 Optical communication system- this system mainly make use of transmitter that leads in
encoding message into optical signal. Thus, channel is also used by this system that leads
in carrying this signal to its decided destination. In addition to this, receiver is also been
used by this stated system that reproduces message from that of received optical signal.
 Radio communication system- this communication system sends signals by radio. This
system requires transmitter and receiver. Each one of them having an antenna and
appropriate terminal equipment as microphone at transmitter and also loudspeaker at
receiver in terms of voice communication system.
1.2 Methods used by businesses
There are various methods that is used by business in terms of communication which has
been discussed as per below context-
 Visual communication- Visual communication is termed as one of the important method
of communicating with people or individuals. This method basically takes place with
help of visual aids like colour, illustration, graphic design, drawing, signs and many other
electronic resources. This method comprises graphs and charts that generally reinforces
written methods of communication and also replaces written communication in number
of situations.
 Verbal method- This method of communication can be defined as such a method in
which the managers or the business officials communicate within the team by speaking
something to the team members.
Benefits of formal and informal communications to the organisations
Benefits of the Formal Communication are as follows:-
 Increases Overall Efficiency:- Formal Communication helps in increasing the overall
efficiency because in this case, there are some set of predetermined rules that are required
to be followed.
 Quick Accomplishment Of Work:- It also helps in the quick accomplishment of work
reason being sometimes a rapid communication is required to be made with the
3

employees. By making this type of communication with the employees only the assigned
work can be completed in the given time (Liu and et.al., 2019).
 Maintenance Of Discipline:- Without discipline desired goals cannot be achieved in the
and the assigned task will not be completed in the given time frame.
 Ease Of Cooperation And Coordination:- By making cooperation and establishing
coordination any typical task can be done in a very simple manner. With the help of
Formal communication only, coordinated activities can be done in a well and properly
organised manner.
Benefits Of Informal Communication are as follows:-
 Improved Relationship:- With the help of informal communication the relationship of the
staff members with the top level management can be maintained and established.
 Increases Efficiency:- Under the informal communication system, employees can discuss
their problems with the top management in an openly and friendly manner and can solve
it very easily.
 Providing Recommendation:- Informal communication facilitates the employees working
in an organisation to give their valuable suggestions to the enterprise in order to lead the
organisation to achieve newer hight.
1.3 Use of technology for different types of communication in business environment
Technology plays a very important role in communication in the business environment.
Instead of ending up the communication through face to face and through emails the owners of
the company along with the employees are practising different modes of technology that have
actually enriched the communication in the business environment. Fortunately, technology that
has been introduced in the business and the corporate world to do the business and to
communicate with the public and the employees and co-workers in an effective way. The most
important key, that will make the communication technology work for the business is to search
and to look for those tools that will prove to be time savy and cost effective also in terms of
operations (Martinelli, 2019). Importance of technology in the communication with the business
environment is as follows:-
 Email:- Its is a standard form of communication whether, to communicate within the
organisation or to communicate with those people who are outside the business world.
Such type of communication in the businesses world is considered top be most
4

professional. Reason of using this as a mode of communication is, it can be sent to an
individual or the group of employees who are required to be made aware of all the new
policies and the changes that are required to be within the company. Through this type of
communication the owners can take a good care of its customers and the stakeholders
also lengthy conversations can be avoided with them.
 Smartphones And Texting:- While communicating with the clients and the business
partners, the business owners can also take the help of texting on their smartphones.
Reason behind using this form of technology in the communication is, it's the most
personal form of communication and also the best way of touching someone, whether a
client or team member associated with the company in some or the other way. Instead of
sharing the information through the email address, texting can also be done reason being
it facilitates communication without any sort of interference and there is zero interference
and disruptions in this case also a shorter time than, a phone call is consumed.
 Management Tools:- This technology in the field of communication makes it easy to
track the progress of ongoing projects in the business world. Programmes like Wrike;
Trello; Salesforce.com allows the team members to assign the tasks within a project
instead of doing mail conversation. There are other file sharing tools and programmes
like:- Google Docs and Microsoft One Drive that allows for the team collaboration.
 Complete Integration:- Integration of compete technology in the business world is
something that facilitates the business owners to expand their business in near future.
Most of the people in the business world, are operating their business on the smartphones
and tablets and laptops. Doing complete integration of the devices is quite primitive and
information can be easily shared with the other person. Through this, the communication
of the business owners get streamline and more improved than before
1.4 Principles of effective communication
Communication is the process of transferring the information/message to another person
in the best possible way. Effective Communication plays a very crucial and important role in the
business environment. Without effective communication an organisation just cannot make a hold
on its clients and also it will not be able to communicate with the business partners for
continuing the business. Communication done through any means irrespective of whether its
verbal or non verbal but, it should be effective in terms of the content and the way it is being
5

done with the other person for transferring the relevant information. Following are the principles
for making the communication effective:-
 Principle Of Clarity:- A communication always starts with some message irrespective of
in what respect it is. The message is required to be clear as much as possible. There
should be no perplexity in it.
 Principle Of Objective:- The communicator of the message should be clear in respect of
the purpose of communicating the message. The objective here could be in respect of
obtaining and giving the information; taking the action and also in changing the attitude
of other person.
 Principle Of Understanding:- It is such a principle, in which the communication being
done with the other person should crate a sense of proper understanding in the mind of
receiver.
 Principle Of Consistency:- The message which is required to be communicated should be
completely consistent with the plans; policies and the programmes of the company in
which the communication is being done.
 Principle Of Completeness:- The message which is required to be communicated should
be complete so that, the spread of rumours can be avoided. The message should be
adequate and correct because, if this will not happen, then, a lot of misunderstanding will
take place in the organisation. Because of this, there will be delay in taking action; public
relation will be having a direct effect on the efficiency of parties that are involved in the
communication.
 Principle Of Feedback:- This type of principle is also known as a two way
communication process that provides an opportunity for the suggestions and criticism.
The reason behind this is, the receiver is required to accept and follow the instructions.
The sender should consider the suggestions and the critics received from the side of
receiver of information. Most of the managers in the organisation prefer giving feedback
the least priority, but, due to this the main purpose of the communication is defeated.
1.5 Barriers to effective communication
The barriers to the effective communication are as under:-
6

 Semantic Barriers:- These types of barriers are such barriers that leads to the creation of
misunderstanding of feelings with the sender of message. The jargon's in the form of
words; symbols and figures that are used by the receiver creates a doubtful situation for
the receiver. It includes the following:-
1. Badly expressed message
2. Symbols or the words having different meanings
3. Faulty Translation
4. Technical Jargon's
5. Decoding of body language and gestures
 Psychological Or Emotional Barriers:- The importance of communication always
depends upon the mental condition and attitude of both the parties. It includes the
following barriers:-
1. Premature evaluation
2. Lack of attention
3. Distrust
 Organisational Barriers:- It generally affects the capability of the employees in an
organisation. As far as the communication is concerned, this barrier includes four such
7
Illustration 2: Barriers To Effective Communication
(Source: Barriers To Communication, 2018)

barriers that are playing a major role in the hindrance of effective communication
(Nikitina and et.al., 2019).
1. Organisational Policies
2. Rules And Regulations
3. Status
4. Complexity In the Organisational Structure
 Personal Barriers:- In the business environment, there are some such barriers that fall in
the category of personal barriers. It includes the following:-
1. Barriers related to the superiors:- It includes-
1. Fear of challenge of the authority
2. Lack of confidence among the subordinates
2. Barriers related to the subordinates:- It includes-
1. Unwillingness to communicate
2. Lack of proper incentives
TASK 2
2.1 Different styles And Methods Of Oral Communication
Each and every person in the organisation is having a different and unique style of
communicating their thoughts to the person to whom they are transferring the message. In oral
communication it is very necessary to understand the communication style of each type and why
the individuals are using them to express their feelings. I have been asked to play role of
employee I have to deal with irritated customer who is highly dissatisfied with the goods or
service delivered by organisation. As employee in a company I have to provide satisfaction to
dissatisfied customer. I know that which dealing with aggressive as well as dissatisfied customer
I will need to use effective communication as this might have effect on the reputation of
company. At the initial stage, I will gather complete information related to the issue faced by
client related to delivery of product or service (Sousa and Rocha 2019). As this strategy will
assist me in identifying whether the right information has been provided to customer during the
time of delivery or not. I will ask customer to provide documents which are provided by
organisation at the time of booking for products.
8

 Passive:- It includes all those individuals that are using this style to communicate in a
different manner. This style of communication is not effective in case if an individual
wants to express the feelings before others in the business organisation. An individual
using this style of communication will always be having lack of communicating in an
open manner or to be outspoken and it generally leads to misunderstanding and
resentment in the organisation. Although, this style of communication can be of no harm
in case, if the conflicts are arising in the organisation. I know that I can not use passive
communication style, as it can give rise to misunderstanding due to which my company
might have to suffer loss.
It often displays lack of eye contact; poor body posture of an individual and also the
inability to say “no” to others in an effective manner.
 Aggressive:- It generally does not sound good in case, if someone is communicating to
you in an aggressive manner. Watching and hearing someone communicating in an
aggressive manner sounds weird and awkward but, feeling it is actually not good. This
style of communication is laying its complete focus on the tone and pitch of voice which
is actually very loud and demanding; it also includes maintaining of eye contact and
dominating and having a rein on others either by blaming them; controlling them or
threatening them in front of others. I know that I can not be aggressive with highly
dissatisfied customer, as I know that if I became aggressive it might give rise to the more
problems (Namhata and Patnaik, 2019)..
The communicators that are using such type of style generally includes:- commands;
asking of questions in a rude manner and also getting fail to listen to others.
 Assertive:- It is the communication style, in which the communicator is having the right
to express self needs; desires; ideas and feelings while it also considers the needs of
others. The key element here is to use “I” in the beginning of statements. I have make use
of assertive words in order to demonstrate that Company have high level of concern
related to the issues faced by the client due to delivery of goods or services. During the
process I have communicated with different department and informed them about the
issue faced by client through E-mail. Using assertive communication style I have
provided complete information related to service delivery to client so that they will
9

understand problem which was occurred in delivery of product. In addition to the above I
have also used negotiation as a communication technique for resolving the issue.
2.2 Presentation Of Business Information In Formal Situation
Business Information
The draft here will be made in the respect of information that has been given by the team
members for giving the presentation. Here the organisation is TESCO, and it is a Public Limited
Company that was founded in the year, 1919. Further, I will present my views and opinions in
form of arguments and will also provide a relevant reason in the support of it. With the help of
this presentation unnecessary consumption of time will be avoided. TESCO is basically dealing
as a multinational groceries and is working as a general merchandiser with the headquarter in
Welwyn, England. No. of employees in TESCO are more than 4,76,000. Its products are:-
supermarket; superstore; and convenience shop. Revenue of TESCO is 55.9 billion Pounds. This
organisation basically comes in the category of retail industry.
2.3 Responding To The Questions Arising From The Presentation
 Who are the major competitors?
Answer: The major competitors of TESCO will be:- Sainsbury; Asda; Morrison;
Waitrose etc.
 What are the main products or services of TESCO?
Answer:- The company mainly offers its products to the consumers in the super markets
and malls in the food; beverages; clothing and etc.
 How many employees are working in TESCO?
TASK 3
Written Communication
CV:-
Thomas Williams
Address: 101, New Jersey, Park Street, Golf Course, London
Mob:- 11449-95863
Email-Id:- [e-mail]
10