Effective Interpersonal Communication Skills in Business Situations

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Section one: Effective Interpersonal communication skills in Business situations

Question: 1

As a manager of the marketing team at Alliance & Leicester, I was assigned by my branch manager to organise the one- hour weekly staff training session for the eight staffs at my branch for this month. The five active listening skills which I will be using while effectively communicating during the one-hour weekly staff training session are as follows:


Attending can be defined as being in the company of someone else and giving that person your full attention, to what they are saying or doing. In a one-to-one therapy relationship this is the encouraging service that a counsellor must provide.

As the manager I would have to apply attending skills to better listen and understand what I’m saying and doing .This would also show the staffs while training that my attention is fully focused on them during the training session. Here Alliance and Leicester’s use various communication methods which helps interact better with employees and clients.


  • “A library is a good place to go when you feel unhappy, for there, in a book; you may find encouragement and comfort. [Letters of Note; Troy (MI, USA) Public Library, 1971]”

During the training sessions the staffs need to be encouraging more to take part in the training session. As the manger I need to drive the staffs into being more motivated and this will help the firm as well. Alliance and Leicester’s staffs need to be more encouraged about the benefits of their work and how this may help them as well.


Reflecting is the procedure of paraphrasing and restating both the view and words of the speaker. The purposes of reflecting are as follows:

  • To agree to the speaker to 'hear' their own feelings and to speak on what they say and feel.
  • To explain the speaker that you are trying to perceive the world as they see it and that you are doing your best to understand their messages.
  • To support them to carry on talking.

Reflecting does not engage the manager in asking questions, introducing a new topic or leading the discussion in another direction. As the manager in charge, through reflecting as it not only allows me to feel understood, but it also gives staffs the chance to focus their ideas. This in turn helps staffs to express their thoughts and further encourages them to talk. This in return helps better communication between all and the training session become more effective.


Interpreting is a mean of translating words to someone to for better understanding.

  • To explain the meaning of; or illuminate
  • To understand by the meaning or intention of to interpret a smile as an request
  • To communicate or symbolize the spirit or meaning of (a poem, song, etc) in presentation
  • To act as an interpreter; translate orally

At Alliance & Leicester interpreting can help the staffs better understand the seminar as this is of importance to them? Staffs can hear what the seminar is about and as the manger, when I speak to the staffs, interpreting my notes to them will be very beneficial for them to understand me. Sending emails all time is not understandable and the reason why interpreting is used to overcome misunderstandings and to ensure everyone understands what is going on.


  • A structure of words addressed to a individual in order to elicit information or evoke a response; enquiring sentence

Questioning about something not only helps the person but also helps the person talking to you listen and understand what is the questioning about. As the manager I will come across staffs asking me all sorts of questions about everything and this will help them know and understand why I am asking them these questions. The staffs will also learn to communicate by the help of questioning.

Interpersonal communication skills:

Interpersonal communication is the method by which people exchange information, feelings, and meaning. This is done through verbal and non-verbal messages: it is a form of face-to-face communication.

Interpersonal communication is not just about what is in reality said,it is about the words used - but how it is said.The non-verbal messages which are sent through tone of voice, facial expressions, gestures, body language are also examples.

: http://www.skillsyouneed.com/ips/interpersonal-communication.html#ixzz3BGInBghK

The interpersonal skills discussed are as follows:

Verbal communication:

This can help each other learn how to communicate well in the organisation. At Alliance & Leicester staffs talk and come across customers on a daily basis so the practice of verbal communication will help deal with customers in a professional manner and also during the launching of a new product.

Effective speaking:

As staffs will be trained for the launching of a new product in the organisation, employees need to know and be well prepared for the launching of the product as customers are going to ask a lot of questions regarding the product.

Personal presentation:

Personal presentation can be defined as the part of communication and presentation skills.At an organisation it is very important for staff members to be highly presentable as this disregards the standard of the business as well. The appearance of staffs during the launching of a product will enhances the sale of product.

Active listening:

During the launching of the new product at Alliance & Leicester, staffs need to be very active and listen carefully to both the mangers and the valuable customers. This will help them deliver the right things and answers to questions if asked by the customers. Active listening will also show that staffs know what they are doing and will keep things in place.

Question: 2

  1. Assertiveness:

Assertiveness can be defined as good understanding of who you are and a belief in the value one each bring. It is mostly on the basis of self confidence in oneself. This helps to improve relationships at workplace and in other areas of life as well. This behaviour leads to self-esteem and self confidence. Assertive people are emotionally honest, direct and expressive. As a manger I can be assertive towards the staffs during the training session as I will better understand if the employees are getting the correct information and understanding it. As the manager I need to be confident to answer questions.

  1. Negotiation

Negotiation is where two or more parties who have different preferences must make a joint decision and come to an union. Negotiation is a decision-making process that usually involves two parties. The aim of negotiation is to jointly decide on a course of action or the terms upon which the parties will do business. Negotiations usually centre on some common interests or issues. Each party tries to manipulate how these interests are defined and perceived to fulfil its private agenda. At Alliance & Leicester negotiation is made for example when staffs need some favour from the manager and a disagreement is made, therefore negotiation is made in both the parties favour.

  1. Giving and receiving constructive feedback:

Giving and receiving constructive feedback simply means to receive positive feedback from anything of anyone. During the National sales conference the process of giving and receiving constructive feedback can help the organisation build the retail distributors confidence as the constructive feedback from customers and the organisation will make the distributors interest and confidence grow more to buy their product and promote it.

Question: 3

  • Purpose and process of the interview-this will show the management the purpose why the manger wants to have an interview to express his issues.
  • Question and discussion- this is very important for any interview process as question and discussions resolve the issues that need to be talked about and during the interview the manager has the best opportunity to do this.
  • Clarification-As the senior manager is given the time and opportunity to have an interview with the management, issues by the manger need to be very clear and clarified thoroughly for the management to understand better and resolve the issue.
  • Follow-up- After the interview a follow up is very important as well as this will show if the issues of the interview have been looked at by the management and have the management resolved the issues raised by the senior manager.

Question: 4

  1. individual participants:
  • Individuals can help being responsible in doing things on time and play their roles for example if someone is given a duty, he/she should do it on time.eg; arranement of the meeting room.
  • Another responsibility of the team members is that they have to be punctual on time as this will help to keep up with the amount of time they spend and make acceptable use of the announcements.
  1. The chairperson is the most important person at any meeting, being responsible for maintenance of order, for the conduct of business, the correctness for procedure, and even the whole tone of the meeting. The responsibilities of a chairperson during the meeting are as follows: The chairperson sees the minutes are properly kept, that the meetings are correctly convened, and that a quorum is present at all times. The chairpersons formally opens and closes the meeting, puts all motions and amendments which conform to the rules, and makes rulings about points of order during the meeting. At Alliance &Leicester it is important to keep record of the time spent during announcements if further comments are made.
  2. Secretary-a secretary plays various important roles in any organization whether it is for a meeting or for the management.firstly,a secretary keep the meeting organised and ensures that things are done on time and how it is expected to be done.secondly,the secretary need to inform the mangers about the meeting with time tables and formats. This helps the meeting be done accurately and the secretary ensures that everything is set right for the mangers through all the stages.

Question: 5


Downward communication-this happens when information and messages flow down through a company’s formal chain of command or hierarchical arrangement. In other words, communication in this form flows to and from the higher level to the lower level


Downward communication provides certain advantages to a company:

  1. Organizational discipline. Downward communication follows the company hierarchy, meaning that organizational discipline and member compliance is much easier to keep.
  1. Efficiency. Downward communication offers efficiencies because commands and information come from the sources in power that are able to coordinate activities from the top of the company.


Downward communication has the following disadvantages:

  1. Distortion- Downward communications can become distorted as it proceeds through multiple levels of the company.
  1. Slow feedback.-It takes time for messages to go down the company and then up the company and then back down again,here feed back is slow which results in environmental problems.


  • Hierarchical chain-This is a chain which consists of multiple levels that would mean that the chain of command looks like a pyramid. At Alliance & Leicester this structure is best suitable for communication network as issues are taken up to the board members and theses issues are discussed amongst the stakeholders. Here all issues are put together and recommendations are further made.
  • Leader centred wheel-This means that there is a leader present in the organisations and dicissions are enclosed by him/her.The mangers AT Alliance & Leicester take the issues to the higher command and issues are resolved here.

Question: 7

Electronic communication-This is a form of communication which transfers oral, written and / or non-verbal messages and information with significantly reduced constraints of time and space. The two communication technologies which were used by Alliance & Leicester to communicate with its internal stakeholders are E-mail and computer system.

  • Electronic email (E-mail) is a message system wherein messages are collected and distributed quickly throughout local, national or international networks. Electronic mail provides moderately inexpensive and very fast linking between people via personal computers. According to the case study, they use computer system where messages can be transmitted to branches nation-wide via Alliance & Leicester’s administration centre in Leicester. A timely is received on each computer screen in the branch allowing messages to be called up. This system has been used for rate changes, important announcements and security messages. As also mentioned in the case study, they use e-mail to communicate within or outside for instance computer stations within the Alliance & Leicester are equipped for e-mail.
  • An electronic medium which is mentioned in the case study are e-mail and computer system and the like do bring a certain degree of freedom, but they also may serve as barriers to interpersonal and organisational communication. E-mail for instance is a great mechanism for sending speedy, low cost messages. The medium can be so inviting, however, that too many messages are sent. The result is electronic ‘junk mail’. Weeding through an overwhelming list of messages on the screen (information overload) tends to make some managers avoid opening their email and thus important messages may be missed.
  • Over-reliance on computer networks, this makes people irritable and angry when ‘the system is down’, thus affecting other forms of interpersonal communication. Problems may also arise when individuals focus on their computer monitors more than they focus on people around them. Some individuals have become more comfortable maintaining relationships via E-mail than they doing so in person. Electronic media cannot replace human needs for social interaction.