Unit 3.26 Communication Skills for Business
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
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:
According to Shannon and Weaver, there is three level of problems existed in the telephonic communication. These are
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
Benefits of Videoconferencing
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
Benefits of written communication
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:
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.
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 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 communication is referred to a process of communication which involves conveying of wordless messages.
Types of non-verbal communication are
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.
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 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.
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 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.
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
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
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
Principles of effective principles
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.
It includes information overload, inattention, poor listening skills, poor retention, and emotions.
It involved socioeconomic status, marital status, age, gender, social norms and values
Filtering of information, distrust among others, unhappiness, state of minds of employee, misperceptions.
It is related to individual linguistic ability, understanding of words, inappropriate and difficult words, use of slangs and professional jargons.
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
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).
Task 3 Communication in writing
Date of birth:XXXX
Objectives and aims
(the goal of life and profession are mentioned in this part)
Educational qualifications (details should include dates, majors, percentages, marks, and details of degrees):
(Certifications and accreditations)
(any extra skills in IT or computer related )
(whether fresher or experience. If experience, then mentioned details such as the name of the company, your job positions, time till you with the company. )
Interests ( your one hobbies are mentioned)
Name and address of the applicant is given here
Phone number: XXXX
The Senior Manager,
Name and address of the company
Subject: job application for the following position in your company
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.
Subject line of email message: JOB position- your name
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.
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.
Bargiela-Chiappini, F. and Nickerson, C.R., 2014. Writing business: Genres, media and discourses. 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.
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.
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