Analysis of Communication Skills in a Business Environment Report

This report delves into the crucial role of communication skills in a business context, exploring various communication models such as Shannon's, Berlo's, and Schramm's models, as well as different communication systems like optical and radio communication. It examines verbal, non-verbal, visual, and electronic communication methods, emphasizing their significance in daily business operations. The report further discusses the principles of effective communication, including active listening, clear articulation, and the identification of communication barriers. Through a case study, the report analyzes oral and written communication strategies in addressing customer complaints, providing practical examples of effective communication through role-playing, report writing, letter drafting, and email correspondence to resolve customer issues and maintain business relationships. The report concludes by highlighting the importance of continuous improvement in communication skills for overall business success.

COMMUNICATION SKILLS FOR
BUSINESS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
1. Communication models and systems used in business......................................................1
Communication methods and technology in business............................................................3
3. Making a communication effective....................................................................................4
TASK 2 ...........................................................................................................................................4
Oral communication in business: ..........................................................................................4
TASK 4 ...........................................................................................................................................5
Written communication: ........................................................................................................5
Report:....................................................................................................................................6
Letter:.....................................................................................................................................6
Email to the customer: ...........................................................................................................7
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Communication skills are the tools that are used to convey or receive information and
messages in an effective way. In these skills, the facial expression, body languages, eye contacts,
arm movement and postures helps in analysing the communication skills These communication
skills are used in daily life during the exchange of conversations. A good communication skill
provides confidence to share our own ideas and views with someone. There may be different
kinds of communication patterns like verbal, non-verbal, written and electronic pint. In the
business market, communication skills are very important. These skills are used in market,
meetings, in conversation with colleges, offices and at many places. Other types of
communication include listening and political communication. Here, in this topic, theory of
communication with its models, systems and communication methods will be discussed.
1. Communication models and systems used in business
There is no any single communication method that has all elements of an effective and
specific interaction. There are some models of communication that are discussed as under :
Shannon's model- This is one of the earliest models that was introduced in 1948. The
illustration of this communication model was based on source, encode, decode and receiver. The
fundamentals of this model give a clear idea of communication process. For instance: message is
sent from a stakeholder and because of noise, it has not been received by the reciever, in that
case, feedback can come in order to get the complete message.
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Illustration 1: Shannon's and weaver's model
(Source: Shannon and Weaver Model of Communication, 2018)

Berlo,s model- This model defines the various phases of relationship in between the
sender and receiver. In this process, the message is encoded at its best point. There are also
different sub components of this model. There is involvement of a channel in between sender and
receiver. This model is used to address the people at one time with help of a central speaker and
message cannot be sent back.
Schramm's model- This model was proposed in the year 1954. This model says that
both senders and reviver play a turning role of the decoder and encoder during communication. It
is also followed by other models such as Helical frameworks, Aristotle’s model and many others.
The mass communication that is used for business purpose is a sachramm's model example.
Modern model of communication- The modern communication framework has been
evolved from Shnon and Weaver's information theory approach. There is more complex process
in between the sender and receiver including media, response and feedback (Cameron, Kudsia
and Mansour, 2015). Email is one of the best examples that is used by stakeholders in market to
get and send messages.
Systems of communication
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Illustration 2: Berlo,s model of communication

Optical communication system- This is based on light signal process for the
transmission of information. Overall decoding and encoding is based on light signals. It is used
in road signals and traffic lights that reflect the communication of different types.
Radio communication system- This system is based on transmission of signals that are
sent by a transmitter and then the same are being transferred through an antenna. In market this is
common communication system that is used at a large scale. There are electronic filters that are
used to strainer the other unwanted signals.
Duplex communication system- This system is one of the most advanced forms of
communication in which both receiver and sender are able to talk to each other. In organisation,
extensions are the best examples of effective communication which establish an easy mode of
communication among team members.
Communication methods and technology in business
Communication plays a vital role in daily lives of people which can be personal or
professional. It may be verbal, non-verbal, visual and electronic methods. All these methods are
used for the business purpose.
Verbal- This is one of way to communicate in which one man talks to other with the help
of mouth. This can be seen as a common example in our society. Everyday people meet with
various people and follow the verbal communication but it is to be ensured that this
communication is not too specific.
Non-verbal-This type of communication is used as an additional tool to communicate
with others that makes a verbal communication more effective with the help of facial
expressions, eye contact and other body languages (McQuail and Windahl, 2015). It is very
useful in creating interests in conversations. These non-verbal skills provide confidence to
communicate with different kinds of people.
Visual – This method of communication is a face to face conversation process. This type
of communication method can be seen in a meeting room or it can be a conversation with
friends..
Electronic- This method is a fast and quick way of communication that helps to
communicate with the people who are far away. There are many advanced technologies used to
make this electronic method of communication. The common example that may be seen every
day that is use of mobile phones, e-mail, fax and social media.
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Almost all industries and businesses are dependent on technology from data storage,
manufacturing and advertisement to selling process. This is only due to technology that this
world is looking for futurism.
3. Making a communication effective
The basic principle of an effective communication is to share thoughts, ideas and
emotions to make them understand in between sender and reviver. There are many ways to make
an effective communication (Deveugele, 2015). Listening carefully with a calm mind is helpful
in making a good communication. Pitch and tone of voice will create an additional effect over a
conversation. The arguments are finished properly. A communication barrier may be anything
that prevent from sending and receiving of messages and information to others. It may be in the
form of internal and external barriers.
External barriers: Noise and other distractions are the most common barriers during
communication. Problem may be with technology and equipments that are causing hindrance.
The environmental factors are also responsible for bad communication like storm, Tsunami,
Earthquake, etc.
Internal barriers- Bad interaction or low rate of interest of talking with someone, poor
listening, bad understanding skills, work problems and many more are included under the
internal barriers of communication. All these barriers provide a bad experience of
communication (Allison and et.al., 2016).
Apart from this, lengthy or disorganised messages, complex languages and inconsistent
body language decrease the effectiveness of a communication. So, communication skill
development is necessary to reduce the gap of interaction.
TASK 2
Oral communication in business:
Oral communication is the most commonly used tool for exchanging information. For
executing operational activities on time, oral communication is mandatory for business. The
managers need oral communication to provide proper guidelines to team members so that tasks
can be achieved. The oral communication can be face to face communication, or it can be the
conversation via telephones. In the given case scenario the customer is irritated because he has
not received the delivery of his order on time. Thus, along with written communication effective
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oral communication is necessary. Since the customer needs proper assurance and appropriate
answer for its feedback oral communication serves better response here as compare to the verbal
communication.
In the oral communication as business representative we must try to understand the
disappointment and trouble caused to customer. So we must have sympathy with the customer.
With effective oral communication skills we can make customer understand the reason for the
delivery failure. The best selection of words can create a great impression in the mind of
customers that we have failed in commitment but still we are trying to give the best possible
outcomes to our customer. The role play for the given scenario is given below:
Me: Hello sir, how can I help you?
Customer: May I know the reason due to which I have not received my order, as I was supposed
to receive delivery by this morning.
Me: Can you please give me your order number ?
Customer: A11.
Me: Sir give me few seconds, I will update you the status.
Customer: OK
Me: Sir we are sorry, but your order is not ready. It will take few more hours.
Customer: But I will not be off from my work after few hours. I was supposed to receive in
morning so I just took off in morning.
Me: We regret for the inconvenience but the order was not as per quality and we do not want our
valuable customers to receive a low quality product. Due to this reason it delayed. But kindly
provide us one more day. It's a kind request from our team.
Customer: OK, no issue. But next time if you are unable to deliver then please inform me in
advance.
Me: We apologize for this sir, and I assure you this will not be repeated
Customer: Kindly provide me dispatch details via mail once it is dispatched so that I can collect
it accordingly.
TASK 4
Written communication:
Though the oral communication can convinced the customers and can clearly give the
message. But in business aspects a written communication is a must as it creates a permanent
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record of the conversation and the related facts. It may happen that oral communication may lead
to some misleading facts which are not affordable in business terms. Hence, it is very essential
for the organisations to encompass oral communication along with the written communication
whenever it is necessary. Business activities can use following modes of written
communication.
Report:
The order of customer was not ready on time, it fails in quality test at last moment and thus the
delivery was postponed. The senior authorities must look into the matter. It was the
responsibility of the concerned authorities to monitor that order should be ready before last
moment so that quality testing, packaging or any other issue does not hinder the on time delivery.
Such an irresponsible attitude towards servicing is not acceptable. The customer is highly
disappointed with our such attitude. Its really hard to convince the customer with such an
inappropriate reason. We need to give some money benefits such as discounts to regain the trust
and impression of the customer. Also, action must be also taken against the concern authorities
who do not inform on time regarding delay.
Letter:
To,
Mr. XEN
City AB
Subject: Delivery failure issue for your order
Respected sir,
We are grateful to you for giving us an opportunity to serve you. But we regret that we
couldn't ensure you delivery on time as per schedule. Such irresponsibility is highly not
tolerable in our organisation but it happened due to some last moment quality issues. But we are
pleased to inform you that we have sorted the issue and your order will be deliver by this
evening.
Thanking you for your valuable cooperation and support.
Hoping to serve you the best!!
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Yours sincerely
T&D organisation
Email to the customer:
To: [e-mail]
Subject: New delivery schedule of your order number A11
Dear sir,
As per our telephonic conversation, your order will be delivered by this evening. We
also regret that delivery is delayed by few hours and it causes inconvenience to you. But we
assure you that such issues will not be repeated in the future. We are also providing 10%
discount as token of our respect and sorry.
Hoping for our long term business relationships.
Thanks and regards
T&D organisation
CONCLUSION
From the report it can be conclude that communication skills are necessary for business
for easy exchange of information. The report has explained the various types of communication
models which are followed in a business. The report has also described the different
communication methods and technologies such as formal, informal, verbal and non-verbal
communication. From the report it can be concluded that it is essential for organisations to
effectively implement the principles of business communication skills. For effective
communication skills analysis of communication barrier is a must. These barriers must be
analysed and eliminated from the business approaches. The report has also focused on the
importance of oral and verbal communication in accomplishment of business activities. The
written communication is essential for making information factual and trustworthy.
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REFERENCES
Books and Journals
Allison, B. and et.al., 2016. Research skills for students. Routledge.
Boiarsky, C., 2015, July. The impact of emailing and texting on effective written
communication: Changes in reading patterns, convergence of subgenres, confusion
between social and business communication. In Professional Communication Conference
(IPCC), 2015 IEEE International(pp. 1-6). IEEE.
Brink, K.E. and Costigan, R.D., 2015. Oral communication skills: Are the priorities of the
workplace and AACSB-accredited business programs aligned?. Academy of Management
Learning & Education.14(2). pp.205-221.
Cameron, R. J., Kudsia, C. M. and Mansour, R., 2015. Microwave filters for communication
systems. John Wiley & Sons.
Deveugele, M., 2015. Communication training: Skills and beyond. Patient education and
counseling. 98(10). pp.1287-1291.
McQuail, D. and Windahl, S., 2015. Communication models for the study of mass
communications. Routledge.
Online
BERLO’S SMCR MODEL OF COMMUNICATION. 2018. [Online]. Available through:
<https://www.communicationtheory.org/berlos-smcr-model-of-communication/>.
Shannon and Weaver Model of Communication. 2018. [Online]. Available through:
<https://www.communicationtheory.org/shannon-and-weaver-model-of-
communication/>
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