Fatnemup Pty Ltd - Non-Verbal Communication - Case Study Example

Business Report Course: Introduction Business communication is the exchange of information from one person to another within the organization or outside the organization (Eunson, 2007 p.12). Communication is an important element for a business since it forms the basis of issuing instructions, receiving feedback, and exchange of ideas among other forms of communication. The success of a business depends on the quality of its communication channels that affect internal operations. An organization can capitalize on the benefits of effective communication by teaching its employees on skills to improve their communication. Relationships with investors, suppliers, and customers rely on proper communication that determines the organization’s success in its operations. Communication is therefore crucial for the internal running of a business and its relationship with the outside world. This paper assesses non-verbal communication and listening as essential elements in improving business communication. It assesses their significance in business communication and potential benefits to Fatnemup Pty Ltd. It also offers recommendations on ways in which the company can improve its communication system through training its employees on listening skills and nonverbal communication cues. Analysis Nonverbal Communication Actions speak louder than words, is an old adage that indicates the significance of action sin communication. Communication does not only involve words but also includes gestures, posture, eye contact, physiological responses, and touch among others. The nonverbal cues communicate a message not included in the verbal message communicated by a person. The verbal and nonverbal impressions could communicate complementary or contradictory messages. Nonverbal cues influence the interpretation of verbal information since it communicates the attitude, emotions, and opinions of the verbal communicator. Some of the nonverbal signals are unconscious making them a reliable source of information since the communicator has not tampered with them (Hartman, 2010 p.301). Business involves an extensive interaction between people hence the need to take keen interest in elements that communicate a certain message to people. It is important that employees learn how nonverbal communication works to avoid communicating unintended messages. They can also use these cues to influence the perspective of people towards messages relayed to them. People pay keen attention to nonverbal cues, which may distract from the verbal communication. Using the cues to enhance verbal messages would attract their attention and maintain their focus on the intended message. Internal operation of the organization relies on communication for the cooperation and coordination of employees within the organization (Hartman, 2010 p.309). Managers may use nonverbal cues to influence employees and cause the formation of strong teams. It can form a basis of motivation when the manager treats employees with respect and recognition. The actions of a manager can make employees feel valued hence motivating them to contribute more towards achievement of organization’s goals and objectives. The manager does not have to commend the performance of individual employees verbally since some nonverbal cues may communicate this message in a stronger manner. They can also affirm verbal communication to enhance reliability of messages communicated to employees. Employees gauge the intentions of messages through their nonverbal cues since some people may communicate information that they do not believe in. motivating employees therefore requires the leader to believe in their message hence influence their attitude towards the information. Externally, the organization can benefit from nonverbal communication knowledge through improved relationships with customers, investors, and suppliers. The conduct of employees within the organization influences the perception of employees towards the organization (Martin & Nakayama, 2015 p.19). Proper conduct portrays the company as a reliable organization hence attracting stakeholders. Poor conduct on the other hand may cause the organization to lose business to reputable firms. Nonverbal communication therefore plays a crucial role in creating an image for the company (Hartley & Bruckmann, 2002 p.83). The organization does not require verbal campaigns to convince customers of their passion to serve them since this is observable in the employees’ conduct. The conduct of an employee can reveal their level of passion in serving customers hence create an impression that lasts for a long time. Listening Effective communication involves both communicating and listening for the receiver and sender of information to understand each other (Hartley & Bruckmann, 2002 p.25). For communication to occur, one party must listen while the other talks otherwise communication becomes impossible. When both parties talk at the same time, it creates a noisy environment as both parties compete to pass across their message. In such a situation, communication does not take place since none of the parties absorbs the message of the other. This competition affects communication and requires intervention to improve efficiency of communication. Listening requires one party to give the other a chance to express their opinions before responding. It forms the basis of a conversation since the parties respond to each other’s information. A conversation is a series of talking and listening, which ensures the communicator, and the audience remains on the same page throughout the communication process. Active listening requires the full attention of the listener by eliminating distractions. Hearing is the basis of listening but one may hear information but not listen to this information. This means that listening is not just a matter of hearing the other person talk but involves concentration on the message. One must concentrate on the information and analyze its content to understand its meaning and purpose. This way, it becomes easy to understand the context of the information and the actual meaning of the message. The same message may have different meanings determined by the context of the message hence the need to pay attention to the communicator. Distractions affect the quality of listening to information passed across by the communicator. They affect the concentration of the audience by deflecting their focus to other things. Responding to the communicator is also part of listening since it gives feedback to the communicator and guides him or her on the choice of words (Bovee & Thill, 2000 p.92). Remembering encourages the communicator that the communication process is succeeding hence creating a suitable environment for more communication. It also achieves the purpose of communication, which is to pass information and effect certain changes. In the busy working environment, effective communication becomes essential in creating and maintaining healthy relationships. Conflicts are common at the workplace due to misunderstandings between employees. Communication offers a perfect solution for this problem since it encourages the listening of grievances from employees to determine the cause of conflict (Bovee & Thill, 2000 p.111). This offers guidance on improvement of relationships among employees and fosters respect in these relationships. Building relationships with customers also relies on listening to their needs and feedback on their satisfaction level. This enables the organization identify areas of weakness that affect customer satisfaction hence guide in their correction. It is only through listening to customers that the business can understand their customers who form the most important stakeholders of the business. Listening assures stakeholders of their valued position in the organization hence solidifying existing relationships. Recommendations Fatnemup Pty Ltd would benefit from business communication training to improve its internal and external relationships. Non-verbal communication offers an opportunity for the organization to improve its corporate image (Smith, 2000 p.101). This could occur through professional dress codes, code of conduct, and an organizational culture that dictates the behavior of employees. Leaving a memorable impression on the customers would ensure that they become loyal to the organization. Having frequent training on non-verbal communication ensures employees continuously watch their conduct hence giving the organization a sustainable reputation. Management could set an example in active listening by listening to employees’ grievances and ideas on various issues (Hartley & Bruckmann, 2002 p.124). Employees would actively contribute to the organization’s decision-making process through providing ideas on alternative courses of action. Inclusion of employees and listening to their contributions motivates them to put in all their energy in improving their performance. Listening could also extend to team management by encouraging employees to listen to each other’s suggestions on various issues. This offers an opportunity to promote teamwork across the organization and foster cooperation among employees (Martin & Nakayama, 2015 p.23). Assigning tasks through teams makes employees work together and learn how to communicate within their circle. The organization can achieve improvement in its business communication through organizing frequent training sessions for their employees. During these sessions, employees could learn valuable ideas on how to improve communication among them. It could also offer ideas on improving stakeholder relationships to ensure success of the entire organization internally and externally. Conclusion Effective business communication is an asset to an organization since it forms the basis of positive business relationships that determine success of the organization. Customers are the most valuable stakeholders of any business since they translate into high sales hence a higher profit margin. Maintaining a positive relationship with them requires proper communication to understand their needs hence deliver products and services that satisfy these needs. Internal operations also rely on effective communication that ensures cooperation among employees (Hartley & Bruckmann, 2002 p.74). Listening and use of non-verbal communication offer the organization an opportunity to improve their communication. Nonverbal communication reinforces verbal communication making the overall communication process successful. People rely on these cues to interpret verbal messages by placing it in its context. Listening enhances communication by facilitating cooperation between the sender and receiver of a message. Non-verbal communication and listening are therefore important elements of communication that can enhance the effectiveness of communication within the organization. References Bovee C., Thill J. V. (2000). Business communication today. Upper Saddle River: Prentice Hall. Eunson B. (2007). Communication in the workplace. Queensland: Wiley & Sons. Hartley P., Bruckmann C. G. (2002). Business communication. London: Routledge. Hartman J. (2010). The central role of communication in developing trust and its effect on employee involvement. The Journal of Business Communication, 46(3):287-310. Martin, J. N., Nakayama, T. K. (2015). Reconsidering intercultural (communication) competence in the workplace: A dialectical approach. Language and Intercultural Communication, 15(1):13-28. Smith A. (2000). The ethics of teaching ethics in professional communication. Journal of Business and Technical Communication, 7(1): 84-111. Read More