Analyzing Communication Strategies at Sport Love: A Business Report

This report analyzes business communication strategies implemented by the HR manager at Sport Love, a leisure center, to address communication issues arising from language barriers between staff and customers. The report outlines key communication principles such as clarity, feedback, informality, and alternatives, emphasizing their importance in resolving misunderstandings. It also details the characteristics of good listeners and speakers, providing benchmarks for staff development. The report includes a self-reflection section, evaluating the author's own communication strengths and weaknesses, and proposes strategies for improvement. The conclusion underscores the critical role of effective communication in customer interactions and business success, emphasizing the need for ongoing training and practice. The report references various academic sources to support its findings and recommendations.

BUSINESS COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Principle and Purpose of communication Strategy.....................................................................1
Characteristic of good listener and speaker................................................................................4
TASK 2............................................................................................................................................6
Reflection....................................................................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Communication is mean of exchanging idea, information, feeling verbally and non
verbally. Apart from writing communication, non verbal communication also includes, gestures,
body language, eye Gaze and Para-linguistics cues. This report covers principle of effective
communication using by HR manager of Sport love to resolve speech problem between staff and
customer. It also describer behavioral characteristic of good speaker and listener. These feature
are use as benchmark to staff members. Lastly, reflections will be given on strength and
weakness of communication. Sport Love is leisure centre business and an independent London
Sports.
TASK 1
Principle and Purpose of communication Strategy
Principles are the set of guidance, rules, and belief which work as fundamental to achieve
any purpose. Communication principle helps in achieving the purpose of communication(Ali,
2018). Sport Love HR manager developing communication strategy to tackle the because of
problem occurred between customer and staff due language barrier. HR manager needs to look
upon these principles of communication to purse the objective
Principle of Clarity
Sport Love has staff belongs from different country. They do not have English as their
first language. So HR manager needs to communicate principle of clarity. Here, company faces
language barrier of communication. It states misunderstanding and misinterpretation between
send and receiver due to different word, regional accents, use of Jargon and slang, linguistic
ability and grammar (Brownell, 2015). Staff is even unable to understand customers because of
their speed and accents. HR required to design T&D for English language literacy.
Principle of Feedback
Staff is working 24 hours across three shifts. Store manage and employee both do not
have to send and receive feedback. According to this principle, feedback should be given as soon
as problem occur or an event happens. In this case staff member are not able to collect their
mistake because of poor timing. Feedback are given to people of quoted organization, after very
long time. HR can render feedback periodically on E-mail, or HR can chose days on which staff
get feedback in meeting.
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Illustration 1: Principle of Communication

Management can go with information communication with employee because formal
structure is time taking, infrequent and inflexible in nature. If HR use this approach, personnel
not only get real time feedback, even they can cross communicate their problem to higher
authorities (Curtis, Jones and Campbell, 2015). Apart from it, manager also do not required to
conduct formal meeting every time. Their conversation can happen in short talks as well. But
these conversations should have organization goal and objective in center.
Principle of Alternatives
Principle states, communication can be done via using different channel for ensure and
maintain the effectiveness of communication. In given case effectiveness of communication
between management is getting affected by inadequate arrangements of conversation. And,
problem between customer and staff is creates due to language barrier (Ting-Toomey and
Dorjee, 2018). Sport Love can render different tools like use visual method in store, enlist
interpreters, translator machine etc. HR manager also can get help of technology as alternative of
traditional meeting alternatives. For instance via mail, chats, video conference, etc.
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Characteristic of good listener and speaker
Main pillar of effective Communication are good listening skill and speaking skill. One
should have minimum qualities required in both, otherwise purpose of conversation can not be
fulfill because these die mentions are working as complementary to each other. For instance if an
individual have sound speaking ability but poor listening skill, he cannot address and
communicate what is asked or should be answered (Haumann and et.al., 2015). Good listening
skill can even help staff member understand to customer having different languages. Following
are the listening skill expected by Sport Love personnel:
 Good listener have decent eyed contact with speaker. These people even actively
participate in conversation by giving regular feedback to speaker, express facial
expression, share feelings and opinion, move head in acceptance etc.
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Illustration 2: Characteristic of good listener

 People having good listening skill never impose their assumption, perception and solution
on others, instead they like to listen other person with empathy.
 Apart from verbal means, effective listener give attention to non verbal cues too.
 They don't interrupt the speaker before complete their massage. In case
individual(listener) want to clarify his confusion, they first take permission of speaker.
 They also try to use their imagination to picture the thinks said by speaker.
 A sound listening summarize the things after competing the speaker's dialogue to cross
check and clarification(Hwang and et.al., 2016)
 They show excitement and interest in taking to other personnel by showing nodding, but
internally they are clam and relaxed.
 They have open mind. Diligent listener avoid make judgment at early stage.
Characteristic of good speaker
 Successful speakers has self awareness and knowledge of subject which speech being
delivers.
 They are confident while communicate the things to other. A person having good
knowledge, skill and experience but poor confidence can not pass on things to others.
 Effective leader ask its audience to take participation in conversation by allowing them to
ask questions.
 Speaking does not mean only use words as communication. A sound public speaker even
use creativity, different technique and method to grab its target audience's attention
(Remland, 2016). Like they use pictures, storytelling, experience and memory sharing,
use of audio- video tools
 Enthusiasms, passion, voice modulations, repetition are also some common feature of
efficient speaker.
 Nowadays speaker become more focus on making the emotional relation and connection
with audience. Conveying massage is integral part of speaking, not it's ultimate objective.
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TASK 2
Reflection
Strength
I find my listening skill very good. I try to
listen not only words of customer, even their
feeling too. Empathy is my prime concern
while listing any problem, issue and compliant
because I believe nobody is question anything
without having problem. I m also successfully
read facial expression and body gestures.
Apart from speaking, I can make good
interpersonal relation with people seamlessly.
People also feel emotionally connected with
me while having conversation, this I came to
know because mostly individuals share their
personal issue as well. I asked question form
customer to get more clarity and to avoid
conflict due to misinterpretation of
information. Although, I do not have pleasing
voice but try to maintain speech etiquette. In
written skill, my grammar and selection of
words is clearly under stable. I also take
credibility of what I m saying. Long sentence
are ignored by me because, these create
ambiguity. I also have positive attitude for
change, I think most of the changes come to
place for betterment. This positivism help in
open mind communication. I do not have
attitude problem, I talk people with great
pleasure, interest, attention and friendly.
Weakness
My speaking skill is not sound as my listening
skill is. I have stage fear. I feel under
confidence and hesitation while speaking.
Sometimes, I loose the contraction while
delivering the message. It does not mean I have
lack of knowledge of subject, it happens
because I have introvert personality. Although
I m good at my mother tough but when it
comes to speak in second and third language,
my fear become more worsen. In written, I
often make mistakes in spelling. Also, my hand
writing create problem to the reader. I also
commit mistake by frequently use jargon and
slang. My confidence also affect my
enthusiasm. My short temper and panic
behavior also creates conflict with customer.
My perception and assumption sometimes,
create problem for my self too, As before
completing the conversation form other side. I
generally start making judgments on half
information. I have to face communication and
behavioral issue because of Low Emotional
intelligence. It is the biggest physiological
barrier. I also felt, that If listener asks any
question between the conversation, I tend to
forget what I was taking, Also long time been
taken by me to recall that.
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How I improve my communication skill:
To improve my speaking skill, I decided to take help of personality development classes.
I have been practicing to record my own voice in recorder and find out mistake. To reduce the
stage fear, I try to make speeches in front of family member, friend and colleagues. I also take
watch speech of the best public speaker in the world on you tube and news. To learn new
language I try to learn vocab of that language first. Mirror help me boost my confidence,as I try
to make eye contact with myself. I also try to improve the area, on which I receive feedback.
CONCLUSION
From the above study it has been summarized that communication plays a critical role,
specially when business required direct conversation with customer. Effective communication
strategy should embedded all the basic principle of communication. This policy should not aim
only organization objective, even it should be make as per the organization structure, employee
requirement and problem. Good listing skill, not only helps in effective speaking, even
individual's knowledge and experience enriches, when these qualities are inculcated by people.
Sound public speaking skills, eventually give benefit in making good interpersonal relations. If
an individual wants to improve his Communication skill, then one should focus more daily
practices, Because one time training program just gives glimpse.
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REFERENCES
Books and Journals
Ali, G.M.E., 2018. The Necessity of Listening Skills in Improving Students' Performance in ESL.
Brownell, J., 2015. Listening: Attitudes, Principles, and Skills (Subscription). Routledge.
Curtis, K., Jones, G.J. and Campbell, N., 2015, November. Effects of good speaking techniques
on audience engagement. In Proceedings of the 2015 ACM on International Conference on
Multimodal Interaction. ACM.
Haumann, T and et.al., 2015. Engaging customers in coproduction processes: How value-
enhancing and intensity-reducing communication strategies mitigate the negative effects of
coproduction intensity. Journal of Marketing. 79(6). pp.17-33.
Hwang, W. Y and et.al., 2016. Evaluating listening and speaking skills in a mobile game-based
learning environment with situational contexts. Computer Assisted Language Learning.
29(4). pp.639-657.
Remland, M. S., 2016. Nonverbal communication in everyday life. SAGE Publications.
Ting-Toomey, S. and Dorjee, T., 2018. Communicating across cultures. Guilford Publications.
Online
Principle of Effective communication. 2015. [online]. Available through
<http://www.iibmindialms.com/library/management-basic-subjects/principle-practice-of-
management/communication-effective-communication-principles/>
Build Your Listening Skills. 2018. [online]. Available through<
https://hildakweisburg.com/2018/08/11/on-libraries-build-your-listening-skills/>
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