Cultivating effective communication skills is a crucial part of customer service, and can help you to generate and retain business. Whether you are dealing with a potential client for the first time or communicating with someone you’ve been working with for years, the following guidelines are indispensable. On its surface, this seems like an example of good communication. However, the employee might think she has until 5 p.m. To deliver the data when you actually need it Friday morning in order to make the deadline your supplier gave you to deliver an order you need. Friday at 10 a.m., you discover the employee hasn’t started working on it.

1. Two Passages That Are Examples Of Business Communication

Being able to communicate effectively with employees and other stakeholders is an important skill for a leader or manager. Getting your point across is essential.Using the Argosy University online library resources, locate and read the following article:Rodman, L. You-attitude: A linguistic perspective. Business Communication Quarterly, 64(4), 9–25.the following:Use the Internet to locate two passages that are examples of business communication.

Analyze and evaluate the passages.Use the principles discussed in the article You-Attitude: A Linguistic Perspective, to rephrase the passages in a manner that increases communication efficacy.List the principles you used in each passage and explain how and why they have enhanced communication.Write a 3 page paper and include the selected passages, the rephrased passages, and a double-spaced one-page list of the communication principles used for each passage along with the rationale behind their usage.

This white paper discusses examples of bad business writing and other scenarios we’re calling “communication shipwrecks” in the corporate, government, and academic worlds, along with a lesson to be learned from each. Subsequent white papers will provide additional. While we like to emphasize the positive—the good effects of good communication strategies—occasionally it can be valuable to examine more cautionary tales of bad communication in business.CARGO VESSEL CLAUDE A. DESGAGNES The shipwreck: On November 6, 2013, cargo vessel Claude A.

Two Passages That Are Examples Of Business Communication

Desgagnes needed to slow down as it approached a lock in the Saint Lawrence Seaway, between the U.S. The ship’s pilot wanted to slow the ship by lowering an anchor. The ship’s master instead wanted to reverse engines. The two began issuing conflicting orders to the ship’s helmsman.

Before long, it was too late: the ship ran aground, incurring serious damage and closing the Seaway for 15 hours.To quote part of a famous line from the movie Cool Hand Luke, this was a classic case of a “failure to communicate”— a literal communication shipwreck that could have been prevented with, for example, adherence to a clear, complete set of Standard Operating Procedures that covered such a situation. After the event, the ship’s owners did, in fact, update their Bridge Manual Instructions to prevent such miscommunications from occurring in the future.The lesson: Standard operating procedures (SOPs) are critical for organizations; however, they must be well-written, understandable, and usable. And everyone in the organization must have access to them and receive training on how to use them.GM The shipwreck: Beginning in 2002, General Motors’ Chevrolet Cobalt automobiles began experiencing ignition switch failures. But the cars were not recalled until 2013. In the meantime, 13 people died in accidents caused by the ignition-switch problem.Why hadn’t GM acted sooner?

Because over the years, GM’s internal investigation committees consistently called the problem a “customer convenience” issue instead of a “safety defect,” so the problem was not taken seriously. If GM’s investigative reports had used more accurate language from the beginning, 13 lives might have been saved.The lesson: Euphemisms (calling a safety flaw an “inconvenience,” for example) are, at best, misleading and, at worst, dangerous. Precise, accurate, honest wording in a workplace document can sometimes be a matter of life and death.NASA The shipwreck: On September 23, 1999, NASA’s $125 million Mars Climate Orbiter, designed to study the red planet’s weather patterns, fired its engines to go into orbit around Mars. But instead of going into orbit, the spacecraft was “pushed dangerously close to the planet's atmosphere where it presumably burned and broke into pieces, killing the mission”.A post-mortem of the mission discovered that Lockheed-Martin, which helped develop and build the Orbiter, had given it commands in English measurements like miles and pounds. But NASA, which was controlling the mission, was using metric measurements (meters, kilograms).

Bye, bye, Orbiter.The lesson: Communication between and among cooperating organizations or departments within organizations should be coordinated by editors or other experts who look to create consistency of terminology, measurements, and graphics, among other things.ACT MATH TEST The shipwreck: In October 2014, instructors in the Randolph County High School district in Alabama received instructions from the district’s central office notifying them that students about to take the ACT math test for college admissions were not to use calculators during the test. Those instructions were wrong: students were allowed to use calculators during the ACT test. Of the three groups of students who took the test, two were not allowed to use calculators. The third group, whose teacher knew the proper rules, did use calculators.The school district ended up scrambling to find ways to avoid penalizing both the misinformed students and the schools whose students took the test at a disadvantage.The lesson: Lots of lessons here, but the simplest and most obvious is this: Before you distribute a document, check and re-check with knowledgeable sources to ensure the information in it is correct.HURRICANE SANDY The shipwreck: On October 29, 2012, Hurricane Sandy came ashore in New Jersey, damaging or destroying 40,500 homes. More than two years later, despite the state’s receiving more than half a billion dollars in federal emergency aid, only a few hundred of those homes had been rebuilt.