Communication Skills for Business: Oral & Written Assessment

This document presents a comprehensive solution to a communication skills assignment, focusing on effective business communication. It begins with an introduction to the importance of communication in the workplace and then delves into Task 2, which showcases oral communication skills through a simulated customer service interaction addressing a product delivery delay. The dialogue demonstrates how to handle a frustrated customer, offering apologies and solutions. Task 3 provides examples of written communication including an appreciation email to an employee, a CV, and a probationary letter. The document concludes by emphasizing the significance of communication in fostering effective working relationships and its impact on business efficiency and profitability, referencing communication models and theories. The references section includes various academic sources related to communication skills.

Communication Skills for
Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2 – ORAL COMMUNICATION ........................................................................................1
TASK 3-COMMUNICATION IN WRITING ...............................................................................2

INTRODUCTION
Communication is very significant procedure by which two or more than two individual
share and transfer their information with each other. In the absence of effective communication it
may difficult to connect with each other. An effective skill of communication is the ability to
share the feeling, information to other. In addition to this it is also an ability to identify the
personality and behaviour of other. With help of present report the detail knowledge and
understanding about communication theories and its significance at workplace has been
discussed.
TASK 1
Covered in PPT
TASK 2 – ORAL COMMUNICATION
In order to deal and interact with other people, communication plays a very crucial role.
With help of communication, anyone can deal with critical situation and define their feeling and
information in effective manner. It is very important for individual to have effective
communication skill at workplace so as they can effectively deal with other and share their
information. As per the scenario, customer gets irritate and frustrated due to late delivery of
product. The criteria of dealing with that customers are discussed below-
Me- Hello Sir, Good Morning
Client- Hello
Me- As I know that your order product is delayed and delivery was not on time. I am very
apologized for this late delivery of product.
Client- What ?? How it is possible ?? Do you know I have taken leave from office in order to
collect my product. How can you do this with me ?
Me- I am really very apologised for this delay as I have seen that your product looks like out of
stock due to which we are not able to deliver that product on time. We are searching your
product to other merchandisers but its looks like out of stock.
Client- Its not my problem and you must inform about this earlier so as I can prepare for it. At
last moment you can not do like this with your clients. I can understand your issue but why you
did not inform me about this scene.
Me-Sir we have tried to reach to many times but your mobile numbers was looking like out of
coverage that is why we have not connected with you. Sir I promise we will do our best for you
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and we will deliver your product within three days any how along with gift vouchers. Kindly
give us three days only for deliver your item.
Client- OK fine but make sure this kind of mistake would not repeat in the future.
Me- Thank You so much sir
TASK 3-COMMUNICATION IN WRITING
Appreciation email to employee
From – [e-mail]
To –[e-mail]
CC – [e-mail]
Subject – Thank You
Dear Lizzy ,
I truly value your handwork and in order to get the arrangement our organization earned in
yesterday's gathering with the customer. You exhibited the organization's items and
administrations in excellent and superb criteria. The data you imparted was exceptionally
specific and useful for organisation The customer was extremely inspired with your
introduction which helped us to get the arrangement and the mass order of product and services.
Your handwork should be valued and in this manner I am transferring some special gift for you
on behalf of our organization. The representatives were extremely happy and satisfy with you
because of your aptitudes and capacities, I trust you proceed with this magnetic execution in
the workplace. Your great work is inspiring different representatives to enhance their working
aptitudes and execution. This will enhance the general execution of the organization. President
of the organization is additionally valuing you execution and work. He needs me center in
building up your aptitudes facilitate with the goal that you can be elevated to the post of
Manager soon. You should perform new parts and obligations and we trust you will do it
effectively. The diligent work and hardwork you are putting for the development of the
organization are profoundly obvious and we as a whole are holding up to consider you to be a
director.
Thank You and best regard
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Manager
CV
LIZZY- Marks and Spencer
London, United Kingdom
Tel: 222222 [e-mail]
Professional summary
A well experienced and professional accountants who have complete knowledge about the
accounting principles and concepts. I am highly dedicated to my work and I have experience of
three year working in the reputed organisation in accounting department. I have complete
knowledge of financial and banking practices.
Qualification
 Degree of Master in management and accountants
 Graduate in the accountant
 Done diploma in banking
Experience
 Worked in McDonald as junior accountant
 Designed and maintained quarterly as well as annual budget.
 Maintain daily transaction of accounts and finance
 Design monthly and quarterly budget report
Probationary Letter
2-6-2018
Lizzy Marks and Spencer
RE:Probationary letter of release
This is you kind notice that organisation is going to release your employment within accountant
department on 6-6-2018. This is also inform you that you have to submit al property which
organisation have given you such as credit card, Laptop, computer, mobile, office ID etc. Under
the provision of AFSCME the releasing is not subjected to the arbitration.
Thanks and regard
Manager
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CONCLUSION
From this report it has been concluded that communication is very important aspect at
workplace by which several departments and individual can get connect with each other. With
help of this report it has been identified that there are several models and theories of
communication. In addition to this, there are different type of communication at workplace.
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REFERENCES
Chien, M. E. and et.al., 2015. iCAN: A tablet-based pedagogical system for improving
communication skills of children with autism.International Journal of Human-
Computer Studies.73. pp.79-90.
Hawkins, A. and Tredgett, K., 2016. Use of high-fidelity simulation to improve
communication skills regarding death and dying: a qualitative study.BMJ
Supportive & Palliative Care. pp.bmjspcare-2015.
Klenk, N. L. and et.al.,2015. Stakeholders in climate science: Beyond lip
service?.Science.350(6262). pp.743-744.
Zimmerman, T. S. and Shelley, A., 2016. Using Shared Journaling to Practice
Communication Skills With Couples.Techniques for the Couple Therapist:
Essential Interventions from the Experts. pp.13.
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