Module Name: Business Communication
Module Code: 0935
Name: Ahmed Asim Student ID: 7651
Assignment – 1
Semester – 1
Table of Contents
TOC o “1-3” h z u INTRODUCTION PAGEREF _Toc19357218 h 2BACKGROUND OF HDC PAGEREF _Toc19357219 h 2DIFFERENCE BETWEEN EFFICIENCY AND EFFECTIVENESS PAGEREF _Toc19357220 h 3LEVEL OF MANAGERS PAGEREF _Toc19357221 h 5PLANNING PAGEREF _Toc19357222 h 9STARTING NEW BUSINESS PAGEREF _Toc19357223 h 11REFERENCE PAGEREF _Toc19357224 h 13
INTRODUCTIONThis assignment is based on observing a person with whom I am working regularly and noting down the messages both positive and negative. And After that recommendations to change negative to positive ones that he conveys through his nonverbal behavior in terms of tone of voice, dresses, body language and use of personal space and distance will be given. In addition, some of the approaches for handling customer complaints and listening to customers will be discussed. At the last, by selecting an article from a business publication, will be measuring the readability using Fog Index calculations. And then, will be discussing whether the level of readability is appropriate for the audience.
NONVERBAL BEHAVIOURNonverbal communication defines nonverbal behaviour which is defined as communication without the use of spoken language. This includes eye contact, facial expressions, gestures, posture and body orientation, body language, space and distance, proximity, para-linguistic, humor, touch, silence, personal appearance, symbol, visual communication CITATION IED17 l 1033 (IEDUNOTE, 2017).
Tone of voice
Other than the words used in talking, the most important thing while talking that matters to others will be the tone used in talking. In other words it can be said that Its not just what you say, its how you say it. Things people pay attention to include the timing and pace, how loud speak, tone and inflection, and sounds that convey understanding, Think about how tone of voice can indicate sarcasm, anger, affection, or confidence CITATION Seg19 l 1033 (Segal, et al., 2019).
Appearance is also an important nonverbal communication tool. It includes dress, hair, jewelry, makeup, belt buckles and so on. Appearance indicates the degree of importance or interest a person conveys to an occasion. In an organization, ones dress is keenly observed to see whether it conforms to accepted standards of appearance CITATION IED17 l 1033 (IEDUNOTE, 2017).
Body language is another widely recognized form of non-verbal communication. Body movements can convey meanings and message. Body language may take two forms of unconscious movements and consciously controlled movements CITATION Doy19 l 1033 (Doyle, 2019).
Use of personal space and distance
Space and distance are significant non-verbal tools in the case of organizational communication. A spacious and well-decorated room indicates a persons position in the organization hierarchy and external people gets a message about his importance and authority only by visiting his room. Distance is another communication tool, which expresses the degree of intimacy and individual acceptance CITATION Nor19 l 1033 (Nordquist, 2019).
Message Nonverbal behavior applied Negative to positive
Informing staffs that it is time to get up and go to lunch with a rising tone. Tone of Voice Boss just walked into office and said the words ‘lunch time.’ Depending on boss’s tone, response will vary significantly. With a flat tone, boss is informing that it is time for to get up and go to lunch. With a rising tone, the phrase becomes a question, and boss is asking if you would like to have lunch right then. Even though, the words that is said are same in both case, but the tone makes the difference between telling to go to lunch, and asking if you want to have lunch at that time.
Wearing a jeans and T-shirt for an official meeting with business partners. Dress
Personal appearance is subjective, nonverbal communication. So, if going to an official event dressed in Jeans T-shirts, have communicate something, and people around interpret something else. Similarly, if going to an office party in clothes appropriate for an official event the same situation occurs. In general, this means the person do not care about your appearance, communicate that you dont care about yourself.
When my colleague is bored in office, he used to gaze around the room. Body Language When colleague is bored in office, he used to gaze around the room. This is not the way he should be when he is bored, therefore the right way is
When a person is nervous, he may bite his nails or mash hair. These are usually made unconsciously. On the other hand, leaning forward toward the speaker to express interest is the case of conscious body movements.
Standing too close to someone while talking Use of personal space and distance It would be considered rude to stand too close to someone in one place but not another. It might be very common to touch someone’s arm or shoulder while talking in one place, but this could be considered rude in other places. In one country, you might greet someone with a kiss on the cheek, and in other places this might be considered too intimate.
APPROACHES FOR HANDLING CUSTOMER COMPLAINTS
In different organizations, complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. Working in a customer service field, it cannot avoid complaints. The most important thing to think while working in this field is to take care of the customer by listening to the complaint, and find a better solution for the problem and making ensure that the customer is comfortable with it. It is important that we recognize complaints as opportunities, so one resolved complaint at a time CITATION Fre13 l 1033 (Freifeld, 2013).
In addition to this, customers will always expect and wants to know someone is listening to their complaints and understand the situation, and hoping that whether that is willing to take care of the problem to their satisfaction. No matter what the situation is, when a customer brings a complaint, even if the customer do it in a less-than-desirable way be appreciative. Moreover, it is important to know that improper handling of a customer complaint can be very highly effected to the business in a very risky way CITATION Kna19 l 1033 (Knapp, 2019).
Therefore, here will be discussing some of the most important approaches for handling customer complaints and listening to customers.
When a customer come up with a complaint, it is important to keep in mind that not to make the issue personal. A person who remains in control of the emotions deals from a position of strength. While it is perfectly natural to get defensive when attacked, choose to be the professional and keeping calm CITATION Say19 l 1033 (Say, 2019).
One of the most important approach in handling customer complaint is to listen to the customer very carefully. Therefore, while listening to customer problem it is very ideal to use phrases such as, Hmm, I see, and Tell me more to make the customer comfortable. In addition it is important to keep in mind that not to interrupt while the customer is talking, as the customer vents and sees are not reacting, he or she will begin to calm down. And also the customer needs to get into a calm frame of mind before customer can hear the solution for that matter.
Acknowledge the problem:
It is vital to acknowledge the problem of the customer let the customer know the company hear what he or she is saying. If the mistake is done by the company then it is better to admit it. If not, it will be better simply explaining it to the customer by saying phrases such as, I can see how that would be incredibly frustrating for you. In addition, if it is not an acceptable complain or not agreeing what the customer complains, arguing with the customer will be disrespectable. In this situation, it is better to tell customer phrases such as So, if I understand you correctly , and after the customer responds, follow up with, So, if I understand you correctly, we were to resolve the problem by evening today. I can see how that must be frustrating for you. Then, after that it is important to be silent.
Get the facts:
Furthermore, after listening to customer it is most important to take initiative while talking to the customer. Therefore, after confirming that the customer has calmed down and feels that heard the customer side, and then it is better to begin asking questions from the customer CITATION Kna19 l 1033 (Knapp, 2019). This will be an opportunity to start a genuine conversation and building a trust between customer and the company.
Offer a solution:
Offering a solution for the complaint or the matter will be the best approach for the customer. But has to be happen only after you have sufficient details regarding the matter. In addition, making promises that cannot commit to will only set to back. Therefore, when offering a solution, be courteous and respectful CITATION Fre13 l 1033 (Freifeld, 2013). Let the customer know that are willing to take ownership of the issue, even if it was out of your control. And also, taking the responsibility of the situation and let the customer know what you are going to do to solve the problem.
CALCULATION OF FOG INDEX
Developed by American businessman, Robert Gunning, the Gunning Fog Index estimates the years of formal education needed to comprehend a passage of text on the first reading. Gunning noticed that many high school students were unable to read, and he attributed this to a writing problem, believing that newspapers and business documents were full of complicated text. He went on to become the first person to take readability research into the workplace, and he developed a consulting firm dedicated to readability. Gunning then worked with newspapers and popular magazines, helping writers and editors understand how to write to their target audience CITATION Rea19 l 1033 (Readability Test Tool, 2019).
Therefore, to calculate the Gunning Fog Index, firstly, it is to take a passage of text at least 100 words and count the number of exact words and syllables. Then, divide the total number of words in the sample by the total number of sentences. This will give the Average Sentence Length (ASL).
Next, is to count the number of words that contain three or more syllables that are not proper nouns, combinations of easy or hyphenated words, or two-syllable verbs made into three by adding es and ed endings. Then, it is to divide that number by the total number of words in the sample passage. This will give the Percent Hard Words (PHW). Finally, then it is to add the ASL and PHW and multiply the result by 0.4 CITATION SDe19 l 1033 (S, 2019).
Gunning Fog Index formula:
Grade level = 0.4 (ASL + PHW)
Here will be measuring the readability of an article named Businesses Owned By Women Grow Twice As Fast By Andrew Martins, Writer on September 23, 2019 12:53 pm EST using Fog Index calculation. Therefore, to calculate the have chosen the first paragraph of the article CITATION Mar19 l 1033 (Martins, 2019).
Number of words is 229.
Number of sentence is 11.
Average number of words in each sentence is 20.82.
(229/11) = 20.82
Number of words having three syllables or more is 29.
Fog Index calculation
= 0.4 (ASL + PHW)
= 0.4 (20.82 + 29)
What does this score mean?
The principle behind the Gunning Fog Index formula is that short sentences written in plain English receive a better score than longer sentences written in complex language. In this theory a Gunning Fox Index score of 7 or 8 is ideal, and anything higher than 12 is too difficult for most people to read.
The fog index of this passage is 19.93, which is too high. Therefore, it is important to ensure, however, that when simplified, no important point is omitted. In addition to simplifying the text, spelling and grammatical errors have also been corrected.
BIBLIOGRAPHY Doyle, A., 2019. Nonverbal Communication Skills List and Examples. [Online] Available at: 20 May 2019].
Freifeld, L., 2013. HOW TO HANDLE CUSTOMER COMPLAINTS. [Online] Available at: 18 June 2013].
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Martins, A., 2019. Business News Daily – Businesses Owned by Women Grow Twice as Fast. [Online] Available at: 23 September 2019].
Nordquist, R., 2019. What Is Nonverbal Communication?. [Online] Available at: 26 July 2019].
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