Communication Skills for Business

Unit 3.26 Communication Skills for Business

Introduction

Communication is needed in every part of life, so it is equally significant in the workplace. Developing an excellent communication skill for business is as much important as developing good content about the business. Excellent communication skills are crucial to the success of any business. Communication is the bloodline of the business organization. It acts as a bridge between the managers and employees and allows the flow of information in the organization (Bemycareercoach.com, 2018).

The purpose of the assignment is to present an understanding and knowledge of how business communicates. It will highlight the important skills that are required for working in the business. The assignment is divided into three tasks. The task one is about the theory of communication. In this, various communication models and type of communication system that can adapt to business will be discussed. Task two is oral communication. In this part, different methods of communication used by organization benefits of formal as well as informal communication will be discussed along with that use of technology in communication will be highlighted. The third task is communication in writing discussing principles of effective communication and barriers in its paths.

Task 1 theory of communication

Communication models

Linear model: this model is a one-way model to communicate with others. The model is comprised of a sender who encodes a message and channels it to the receiver in the presence of noise. The disadvantage of the linear model is that it assumes that there are a sharply defined beginning and an end to communication existing between the sender and receiver. Besides, the model also shows that this form of communication does include any kind of feedback or response from the receiver end (Jackson, 2014).

Shannon and Weaver model

This model was developed by Shannon and Weaver to present a replica the functioning of radio as well as telephone technologies. The initial model that was developed by them comprises of three fundamental parts: sender, channel, and receiver. The sender is the person on the one end of the telephone who spoke into, the channel represents the telephone itself and the receiver is the other person who hears the messages of the other person. Shannon and Weaver also identified that there is some sort of distortion or interference experienced when one listens to a telephone conversation which they called as noise. The presence of noise in telephone conversation means that there is the absence of or weak signal (Bargiela-Chiappini and Nickerson, 2014).

The features of Shannon and Weaver are generality, simplicity as well as quantifiability. The model of Shannon and Weaver are structured on the following elements:

• An Information source which generates a message
• A transmitter where encoding of message into signals take place
• A channel which is used for transmission of signal
• A receiver where decoding and reconstruction of signal back to message occur
• A destination referring to the place where the message arrived

According to Shannon and Weaver, there is three level of problems existed in the telephonic communication. These are

1. Technical problem is referred to effectiveness in transmission of message
2. Effectiveness problem is referred to impact on behavior on receiving the message
3. Semantic problem is referred to the preciseness of the meaning of the message conveyed.

Communications system in business

VoIP Phone system

Voice over Internet Protocol is an excellent alternative for business communication in comparison to the landline phone system in the organization.

This communication system operated through digital connection combining the style of landline phone calls with speed as well as accessibility of the internet (Hashim, 2015).

Benefits of VoIP Phone System

• Special features such as voicemail, caller ID, call waiting
• International call facility providing user to make international calls at a cheap price.
• Convenience to use small devices making easier to carry and travel with.

Video conferencing

Benefits of Videoconferencing

1. Reduced travel time as well as cost
2. Structured meetings with enhanced communication
3. Employee retention
4. Increase productivity
5. Optimized attendance
6. Help to sustained competitive advantage

Video conferencing has reached a level where it is seen as the necessity in the business environment for communication purpose. In addition, with the introduction of cloud-based video software, it offers scalability, flexibility as well as cost-effective benefits which help to fulfill the increasing the needs of communication in the business domain.

Methods used by business for communication

Written

Benefits of written communication

• Easily distributed
• All the recipients are able to receive the same information
• Help to create a permanent record
• It is permanent method of communication as it is useful for maintaining records
• Helps to lay down apparent principles, policies as well as rules essential for the functioning of an organization.
• Allows to store information and data for future references

Written methods are the most common method for communication in the business organizations. It is a representation of language and words to convey messages through the textual medium. It is used by the management of the organization in order to communicate lengthy messages or n informed the workforce as a whole. The effective written communication helps to develop as well as to improve the image of the organization. This method of communication is more precise as well as explicit. Some of the examples of written communications are:

• Email
• Letters
• Postcards
• Telegrams
• Internet websites
• Proposals

Verbal

Verbal communication methods required the use of words while conveying a message.

Written communication and oral communication come under written communication.

Spoken words are the form of verbal communication in the organization.

It can be either face to face conversation or interaction through phone, video conferencing, voice chats, etc.

Written communication

It consists of paper letters, SMS, written or typed document, email, text chats, or anything other formats that convey a message through written language or symbols.

The effectiveness of this form of communication is based on the style of writing, use of vocabulary and correct use of grammar and spelling.

Oral communication

Oral communication is used for discussion and casual meetings and for informal conversations in the organization.

The effectiveness of this form of communication is dependent on modulation of voice, the speed of speaking, clarity of speech, the volume of voice, body language, the pitch of the sound as well as visual cues.

Nonverbal

Nonverbal communication is referred to a process of communication which involves conveying of wordless messages.

Types of non-verbal communication are

• Body language
• Paralanguage
• Touch language
• Time language
• Space language

Body language takes into account face, eyes, head, gestures, postures, shape of the body and personal appearance. Facial expressions are found to be the most common in all type of nonverbal communication.

Paralanguage

The way of expressing something than what is actually need to be expressed an essential aspect of nonverbal communication. This form of communication involves stress, tone, intonation, speaking style, voice quality.

Visual

Visual communication happens with the help of visual aids which involves drawing, paintings, graphic, color, typography, graphic design, signs, illustration, etc (Royle and Laing, 2014).

Visual communication is often found to comprise of graphs as well as charts which used to reinforce the written communication in the business organization.

It is communication through visual aids. It is depicted as the conversion of ideas and detailed information in forms that are easily readable or visualized.

Examples of visual communication are:

Pictures, diagrams, charts, graphs, video conferencing, PowerPoint presentations, films, tables, demonstrations, etc.

Electronic methods

As technology is advancing, new ways of communications are developed. The use of electronic methods are important for a business to effectively communicate in modern times and they are cost effective as well.

Email

Email is one form of electronic communication that find application in business domains. It is used to send and receive messages and store them on behalf of users. It can be used to send both formal as well as informal messages, which is offering it an advantage over other systems.

Video calling

It is another form of electronic communication that has become a popular mode of business communication. Video calls are basically used for holding video conferencing and groups meetings with stakeholders. It minimized travel costs of the organization as it allows to be present at different places at the same time (Cenere et al. 2016).

Mobile communication system

It is the common electronic method used for communication for business. The mobile system offers easy accessibility y as it does not require an internet connection. Moreover, it is flexible to use and carried in comparison to the traditional telephone system. It also provides features like SMS, MMS to communicate instantly with others. People operating in the business environment are increasingly getting used to sending short text messages as well as emails via their mobile phones (Nguyen et al. 2015, p.322).

Benefits of formal and informal communication

Benefits of formal communications

• Maintaining authority
• Develop Better understanding
• Easy communication system

Formal communication is quite helpful in establishing the authority of chief executives over their juniors. Besides, it allows the executives and managers to fixed the responsibility of their subordinate.

Formal communication allows the superiors executives to have direct contact wi8th their subordinates by establishing a better understanding by making the communication channel more effective (Jones et al. 2014, p306).

Formal ways of communication are used by top hierarchy management in the organization to communicate with employees. Similarly, the employees communicate with their respective authority through using this formal communication method. Hence, it is an easy approach to communicate.

Benefits of informal communications

• Increase efficiency
• Flexibility
• Speedy communication
• Enhanced interpersonal relationship

Informal communication allows the staffs to discuss the issue and problem openly and to derive solutions in order to solve it. This helps to complete the work effectively and thereby increase the efficiency of staffs.

It offers flexibility in comparison to formal communication as it does not comprise of any type of formal line. Moreover, it allows communication in the organization to take place at a faster rate. It also helps to build cooperation and coordination between the employees which in turn enhanced the interpersonal relationship (Lauring and Klitmøller, 2015).

Use of technology in different types of communication

Communication is crucial for a business to sustain in the competition and to be successful. The technology becomes an integral part of business communication and interaction in the modern world. The networks of the organization have become faster or because of the internet which is the powerful driving force. Moreover, the introduction of wireless communications in the business environment has totally changed the way the business operates and communicates (Shaharuddin et al. 2015, p.4).

As the different organizations and firms compete in the global market, they search around for better options in order to communicate effectively. The technology provides these organizations with faster and efficient devices and tools for every aspect of communication whether it is for written or oral communication.

Examples of technologies for business communication

• Email
• Video conferencing
• Texting
• Blogs
• Instant messaging
• Social networking
• Tweeting

Principles of effective principles

1. Principles of clarity
2. Principle of integrity
3. Principle of attention
4. Principle of consistency
5. Principle of informality
6. Principle of feedbacks
7. Principle of communication networks
8. Principle of adequacy
9. Principle timeliness

In order to make communication more effective, it is essential to maintain clarity about the purpose of communication and there should be a sense of integrity while communicating with others. Moreover, there should be consistent with the purpose of communication and it should be simple. If the above-mentioned principles are followed properly, then the organization will able to establish an effective communication medium (Cardon and Marshall, 2015). Besides, there should be provided to receive feedbacks whether the messages passed has been understood or not in the correct sense.

Barriers to effective communication

Physical and environmental barriers

It is related to poor functioning or outdated communication devices or equipment. It includes noise, telephone, uncomfortable sitting, and unhygienic room, a temperature such as hot or cold.

Physiological barriers

It includes information overload, inattention, poor listening skills, poor retention, and emotions.

Social barriers

It involved socioeconomic status, marital status, age, gender, social norms and values

Psychological barriers

Filtering of information, distrust among others, unhappiness, state of minds of employee, misperceptions.

Linguistic barriers

It is related to individual linguistic ability, understanding of words, inappropriate and difficult words, use of slangs and professional jargons.

Organizational barriers

Technological failure, complex organizational structure, too many hierarchy levels, time pressure, inefficient communication channel are some examples (Bedwell et al. 2014, p186).

Task 2 oral communication

1. Stay calm

While dealing with irate customers, it is important to remain calm and does not overreact. Keeping your calm is key in such situation. It is critical while handling the irate customer to let him talk about his problems and allow him to explain the reasons for unhappiness. Do not interrupt in between and wait till he is finished. Nothing will be gained by responding to customer in the same manner. It is important that listeners maintain its cool and control its emotions even customer is yelling at you because customers are always right (Pedersen et al. 2016).

2. It is not personal: it should be kept in mind while handling such customer that he is not angry with you but with the company. He may not in a state to be aware or careful about the language he may be using while communicating. As he is angry about the failure of the company not been able to deliver his products on time for which he has even taken a leave from work. Therefore, keeping aside personal feeling is best thing to do at this point.
3. Using listening skills: the first thing that an irate customer will do is to vent. Since he is angry, it is quite obvious that he will want to open his hearts out. Thereby, it is critical to let the customer throw out all his anger and wait till he finished. In such situation, it is the listening ability of the person which will allow him to deal with the situation effectively. The listener must summarize the whole content said by the customers in own words and accordingly ask questions clarify the complaints.
4. Be sympathetic: it is important to show the customers that you are concern about him and do understand this problem by expressing sympathy for the trouble caused to him for late delivery. The show of respect, as well as understanding, will help to clear path for further conversation and will also make things smoother (Cornelissenn and Cornelissen, 2017).
5. Apologize: if the customers have suffered from a problem because of the company not been able to the delivered product to him on time, it is important to express apology for the trouble he has to suffer. Apologizing is the best thing to be done on the company behalf. This will help to retain the customer and keep its trust.
6. Offer solutions: after understanding the whole scenario, it is time to provide a solution. After apologizing for the fault, the communicator should try to offer a solution and what will be by the company. The communicator should provide reassurance regarding delivery of his products on time without any further delay. He should compensate or offer some discounts on products delivery or price of the products. This will make the customer feel that company does care about their customers and seriously take the issue to make thing right.

Task 3 Communication in writing

Curriculum Vitae

Formal letter

Name and address of the applicant is given here

Name: XXXX

Home address:xxxxxxx

Phone number: XXXX

Email: XXXXXX

Date:XXXXX

To,

The Senior Manager,

Name and address of the company

Subject: job application for the following position in your company

Dear SIR,

I am writing this letter in response to the advertisement for the post of …….. in the newspaper. I am interested to apply for the following post, thereby I have enclosed my CV with this letter.

I have gone through all the eligibility criteria mentioned in the advertisement for the required post. I fulfilled all of them. Besides, I have a working experience of two years in the same domain in the company XXXXX. In addition, I possess a great knowledge of different programming languages such as Java, C, and C++.

I have sent copies of all of my certificates with CV for you to review. Please, informed me through email or call me at the given number if I am shortlisted for the interview for the following post.

I will be looking forward to be hearing from you.

Thank you.

Yours Sincerely

Emails

Subject line of email message: JOB position- your name

Email message

Dear senior managers,

I came across your job posting for the position of ………… which grab my interest. The eligibility criteria required for the following post, I fulfilled all requirements and its matched with my professional skills and qualifications. I also have some working experience in related field.

I was looking for an opportunity to improve my skills and to gain more handful experience. Your company provides with that opportunity and I am interested to apply for the following post.

I am sending my CV with this email for your reference along with my educational qualification and certifications.

I will be looking forward to hearing from you. You can contact me through my email or contact number.

Thank you

Yours sincerely

Conclusion

The assignment is based on communication skills required in a business environment. It emphasized the importance of communication skills and different methods adopted by the organization to communicate. It covers communication models and communication system used in business. It also described different methods of communication used by the organization. It highlights the benefits of formal as well as informal communication. The assignment also explains the significance of technology in modifying the way of business communication in modern times. Besides, principles of effective communication along with barriers have been discussed. Task 2 of the assignment present an understanding of oral communication and task three present demonstration of written communication such as email, formal letter, and CV.

References list

Bargiela-Chiappini, F. and Nickerson, C.R., 2014. Writing business: Genres, media and disAssignments. Routledge.

Bedwell, W.L., Fiore, S.M. and Salas, E., 2014. Developing the future workforce: An approach for integrating interpersonal skills into the MBA classroom. Academy of Management Learning & Education, 13(2), pp.171-186.

Bemycareercoach.com, (2018), www.bemycareercoach.com, available from http://bemycareercoach.com, accessed on 15/02/2018.

Cardon, P.W. and Marshall, B., 2015. The hype and reality of social media use for work collaboration and team communication. International Journal of Business Communication, 52(3), pp.273-293.

Cenere, P., Gill, R., Lawson, C. and Lewis, M., 2015. Communication Skills for Business Professionals 7. Cambridge University Press.

Cornelissen, J. and Cornelissen, J.P., 2017. Corporate communication: A guide to theory and practice. Sage.

Hashim, J., 2015. Information communication technology (ICT) adoption among SME owners in Malaysia. International Journal of Business and Information, 2(2).

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.

Jones, P., Simmons, G., Packham, G., Beynon-Davies, P. and Pickernell, D., 2014. An exploration of the attitudes and strategic responses of sole-proprietor micro-enterprises in adopting information and communication technology. International Small Business Journal, 32(3), pp.285-306.

Lauring, J. and Klitmøller, A., 2015. Corporate language-based communication avoidance in MNCs: A multi-sited ethnography approach. Journal of World Business, 50(1), pp.46-55.

Nguyen, T.H., Newby, M. and Macaulay, M.J., 2015. Information technology adoption in small business: Confirmation of a proposed framework. Journal of Small Business Management, 53(1), pp.207-227.

Pedersen, P.M., Laucella, P., Kian, E. and Geurin, A., 2016. Strategic Sport Communication, 2E. Human Kinetics.

Royle, J. and Laing, A., 2014. The digital marketing skills gap: Developing a Digital Marketer Model for the communication industries. International Journal of Information Management, 34(2), pp.65-73.

Shaharuddin, S., Nawi, F.A.M. and Mansor, M.A.S.L.I.N.A., 2015. Understanding factors that affect level of oral communication apprehension between accounting and nonaccounting students: A literature review. International Journal of Business and Administrative Studies, 1(1), pp.1-4.

Voinea, D.V., Busu, O.V., Opran, E.R. and Vladutescu, S., 2015. Embarrassments in managerial communication. Polish Journal of Management Studies, 11.