COMM101: Business Communication Skills Report - Analysis and Examples

This report provides a comprehensive overview of business communication skills, encompassing various aspects crucial for effective business operations. It begins by introducing the significance of communication in achieving business goals, emphasizing the role of both verbal and non-verbal cues. The report then delves into communication models and systems used within organizations, along with diverse communication methods and technologies. It highlights the advantages of formal and informal communication channels. Furthermore, the report examines oral communication skills, particularly in customer service scenarios, using a role-play example to illustrate effective techniques for addressing customer concerns. It also covers the importance of written communication, including reports, letters, and emails, providing examples of each. The report concludes by summarizing the key takeaways, emphasizing the importance of understanding and overcoming communication barriers to ensure successful information exchange in a business environment. The report also includes a detailed references section, listing all the sources used.

COMMUNICATION
SKILLS FOR BUSINESS

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Communication models used in business and methods of communication .........................1
TASK 2 ...........................................................................................................................................4
Oral Communication ..................................................................................................................4
TASK 3 ...........................................................................................................................................5
Report:.........................................................................................................................................6
Letter: .........................................................................................................................................6
Email: .........................................................................................................................................6
CONCLUSION ...............................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
In order to achieve business goals we must use effective communication skills for
business related interactions. Effective and impressive communication skills involves the
participation of both speaker and listener including their body postures, expressions, reactions,
vocabulary and style of communication. Apart from day to day interaction communication skills
greatly influence the business outcome. The effective communication skills in business gives
more impact in executing goals as these skills make it easy to clearly describe the idea, motive
and approach of individual who is executing business operations(Powless and Schafer, 2016).
The report will describe the communication models and systems which are used in organisation.
It will also give an idea of various communication methods and technologies. The report will
also describe the advantages of formal and non formal methods of communication. The report
will also express the oral and written modes of communication which can be used in business
communication skills.
TASK 1
Covered in power point presentation
TASK 2
Oral Communication
The business activities require an effective oral communication skills because most of the
business operations such as solving the queries of customers, convincing highly disappointed
customers, face to face communication, requires oral communication. Without oral
communication it is very complex to communicate. Even other information exchange modes are
accompanied by oral communication for enhancing the effectiveness of business operations.
When a customer is not satisfied with the delivery of products and services on time then the
following oral communication can take place in order to convince the customer(Munro, Munro
and et.al. 2015).
Role play:
Me: Hello sir, Good morning ! Thanks for calling, Its A6, from XY organisation. How may I
help you ?
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Customer: I was supposed to receive the delivery of my order number 111 by yesterday. But till
now I have not received the material. Is this kind of irresponsible behaviour is marked by your
organisation?
Me: I am truly sorry about the inconvenience cause to you. I am checking my records. And your
order was supposed to deliver yesterday but due to transportation strike in our region we were
unable to process the order further.
Customer: So now when I can expect the delivery of my order ?
Me: We are trying our best to resolve the issue as soon as possible and to find some alternative
solutions regarding this. We assure you the delivery of your order within 3 days.
Customer: I cannot wait for 3 days, I want it by today as I have been off from my work today.
Me: Sir we regret for the problem but cannot assure the delivery by today?
Customer: May I know the reason? As I want it urgently, I will not be at home after 3 days.
Me: Sir we will try to arrange alternate but at the earliest also it will take 2 days. But we can
arrange delivery at any suitable time, after your working hours.
Customer: OK !! Just assure to deliver it in 2 days else I will cancel the order.
Me: We are thankful to you for your kind support. We assure delivery within next 2 days. Thank
you sir. Anything else sir
Customer: No.
Me: OK, sir, Thank you for calling! Have a nice day.
Oral response: The customer is very disappointed and irritated due to failure in delivery on
timer. Thus, to effectively convince the customer that organisation really values the customer
and the condition is caused just because of certain unavoidable circumstances. When
communicating with customer, we should first apologize regarding the inconvenience caused to
customer. As organisation fails to deliver on time, give a sympathy touch in communication
along with acceptance of responsibility will give customer a satisfaction that the problem will be
sort out. As representative of organisation, we should not try to detach from accepting fault.
Otherwise, the customer will feel like that organization is not serious about its concern. The oral
communication must involve appropriate word and language selection which comforts the
customer rather than involving argument and arrogant approach in communication(Jackson,
2014).
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TASK 3
Written communication
Written communication are important for business communication. This communication
is often considered as a note of verified agreement. For assuring the communication verbal
communication is also framed into written to increase its trustworthiness. Written
communication formats in business may involves tools such as reports, emails, letters, proposals
and telegrams.
Report:
The organisation can use its various policies for resolving the above mentioned case. The
customer undergoes into panic that no prior information was given regarding late delivery. If the
transportation strike issue was not resolved, then senior authorities must be informed about the
orders which will be influenced by this. If seniors and responsible authorities were informed on
time then suitable arrangements could have been made to ensure on time delivery. Now since
customer is really upset quick actions are required. The strike will continue few more days so
some alternative approach is necessary to implement because it will affect our performance.
Such negative feedbacks from customers must be resolved on priority.
Letter:
To,
Mr. LMN
ABV city,12311
Subject: Regarding pending delivery of your order number 111
Dear sir,
We are extremely sorry for the inconvenience caused to you. Your concerns and
feedbacks are valuable to us. In regards with our conversation we assure you that your order
will be delivered within next two working days on time suitable to you. On behalf of our entire
team we are also committed to serve you the best services.
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Thank you
Yours sincerely,
XY organisation
Email:
From: XY Organisation.com
Subject: Pending delivery of order number 111
To: LMN.com
CC: XY_admin.com, XY_senior.com
Dear sir,
We regret to inform you that we could not meet expected delivery date of your order
number 111 due to transportation strike in our region. We are working on that but we are glad
to inform you that your material will be deliver within 2 days.
For any queries, feel free to contact. Thanks and regards
A6 ( Sales executive, XY organisation)
CONCLUSION
From the report it can be concluded that communication is a vital process for executing
business processes. For successful business execution various methods and communication
models can be used. The communication process can use different technologies which are
suitable for different communication models. The report has also concluded that for effective
communication process in business activities certain principles needs to be followed. For
achieving the effective business communication it is also important to consider the barriers of
effective communication(Mikkelson, York and Arritola, 2015). For accomplishing successful
information exchange in business environment these barriers need to be analysed and resolve by
using appropriate technologies. From the report it is also concluded that oral and verbal
communication, both methods are necessary for the businesses. The report has also explained
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that the complex communication process can be effectively accomplished with the help of
written communication.
REFERENCES
Books and Journals
Alberts, J.K., Nakayama, T.K. and Martin, J.N., 2015. Human communication in society.
Pearson.
Chaturvedi, P.D. and Chaturvedi, M., 2017. The art and science of business communication:
skills, concepts, and applications. Pearson India Education Services.
Haylett, C., 2016. Use of Social Media for Teaching Online Courses and Enhancing Business
Communication Skills at the University Level: Can This Really Be Done?. International
Journal of Online Pedagogy and Course Design (IJOPCD).6(4). pp.71-85.
Jackson, D., 2014. Business graduate performance in oral communication skills and strategies for
improvement. The International Journal of Management Education.12(1). pp.22-34.
McQuail, D. and Windahl, S., 2015. Communication models for the study of mass
communications. Routledge.
Mikkelson, A.C., York, J.A. and Arritola, J., 2015. Communication competence, leadership
behaviors, and employee outcomes in supervisor-employee relationships.Business and
Professional Communication Quarterly.78(3). pp.336-354.
Munro, M., Munro, A., and et.al. 2015. Theatre strategies to develop emotional intelligence skills
in business communication: An exploratory study. Southern African Business
Review.19(2). pp.1-26.
Penrod, C.B., Tucker, M. and Hartman, K.B., 2017. Models for Delivering Written Business
Communication Skills: Improving the Process. Journal of Instructional Pedagogies, 19.
Plant, K. and Slippers, J., 2015. Improving the business communication skills of postgraduate
internal audit students: A South African teaching innovation. Innovations in Education
and Teaching International.52(3). pp.310-321.
Powless, S. and Schafer, S., 2016. Eroding Business Communication Skills Among B-Students:
Causes, Effects, and Suggestions to Consider. Journal of Higher Education Theory and
Practice.16(6). p.127.
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