Meeting the Communication Needs of the Customers


Effective communication in any given organization is critical since it helps workers pursue their goals diligently. The present case revolves around Bob, a secretary at a local credit bureau, who is unable to meet the needs of most of the customers. His behavior is inappropriate and capable of affecting the firm’s overall performance. This essay describes some of the best measures to address the current situation, reduce cases of abusive behavior, and support the delivery of timely results.

Communication Styles

The manager in the studied credit bureau has realized that Bob’s behavior is unacceptable and capable of affecting the organization. This leader can begin by presenting or using an assertive style of communication. The professional will approach Bob and share the best ideas and thoughts in a confident and respectful manner (Kelly & MacDonald, 2019). While maintaining limits, the manager will set boundaries and encourage Bob to change his behavior. He should also understand what his role is and how he can embrace the best communication method. Similarly, the manager can embrace the power of analytical communication and use statistics and past behaviors to confront Bob. Using the available facts, he will be in a position to inform Bob about the existing malpractices and gaps. This approach will help him set the stage for a new change and eventually ensure that positive results are recorded.

Effective Verbal Communication

The success of the anticipated meeting between Bob and the manager depends on the ability to use proper verbal communication skills. For the manager, he can always think before uttering any word. This strategy means that the leader will not have to pause or provide questionable responses. The professional should also remain concise and clear. Speaking with confidence is a strong verbal communication skill to ensure that Bob learns about his mistakes and inappropriate behavior (Abdullah et al., 2020). The leader will also need to listen attentively while focusing on Bob’s perspective. Throughout the process, the manager would also be required to consider and monitor all non-verbal aspects and cues. By remaining empathetic and focusing on the best results, the manager will eventually have successful communication with Bob and influence a positive behavioral change.

Pragmatic and Group Communication

Since the current situation presents a dilemma for the credit bureau, the manager will need to take the issue of pragmatic communication seriously. The individual will consider the nature of the situation and use the right words. The manager will also need to change the language and tone depending on the demands and expectations of the listener (Kelvin-Iloafu, 2016). Throughout the meeting, the leader will allow Bob to talk and listen attentively. He can pose questions while staying on the intended agenda. Throughout the process, he will ensure that all words and ideas are clearly understood and show maximum respect.

The concept of group communication could also work effectively to help Bob and other workers change their behaviors. The manager can achieve desirable results by attracting other workers to be part of the process. Using proper cues and verbal elements, this leader will want to learn more about the mistakes and offer evidence-based recommendations for continuous improvements (Kelly & MacDonald, 2019). The manager will embrace the power of pragmatic and verbal skills to trigger a behavioral change.

Verbal Cues

The manager needs to focus on the best verbal cues to ensure that the meeting succeeds. Since he is the leader in such a scenario, the manager will need to maintain the best eye contact, apply effective communication gestures, maintain an authoritative presence and posture, consider the best tone when speaking, and use the best facial expression (Kelvin-Iloafu, 2016). The manager can also be on the lookout for the non-verbal cues that Bob displays and respond to them accordingly.

Similarly, Bob will have to consider some of the cues if the meeting is to be successful. First, Bob should be keen to monitor the manager’s nonverbal cues and know how to respond. Second, he needs to give the best attention during the meeting. Third, the voice tone needs to be moderate and acceptable (Abdullah et al., 2020). Fourth, facial expressions and gestures should guide the process to ensure that timely results are recorded.

Assessment of Effective Communications

From the recorded situation, a change in the firm’s communication policy is necessary. The manager needs to support a new transformation whereby all employees will be educated about the best ways to interact with customers and amongst themselves. The program should include the best ways to respond to each other, how to remain respectful, and the application of the best verbal cues (Abdullah et al., 2020). A new culture would also be necessary whereby workers embrace respect, integrity, maturity, honesty, and empathy as the core pillars of organizational communication. These approaches will reduce the risk of this problem in the future.


The studied case has revealed that a new change is needed to improve the nature of organizational communication. The manager will have to engage Bob and apply the relevant nonverbal and verbal skills. The consideration of a powerful transformation model will ensure that such misbehaviors do not recur and take the firm closer to its goals.


Abdullah, Z., Ling, T. Y., Sulaiman, N. S., Radzi, R. A. M., & Putri, K. Y. S. (2020). The effects of verbal communication behaviors on communication competence in the pharmaceutical industry. Journal of Critical Reviews, 7(12), 697-703. Web.

Kelly, S., & MacDonald, P. (2019). A look at leadership styles and workplace solidarity communication. International Journal of Business Communication, 56(3), 432-448. Web.

Kelvin-Iloafu, L. E. (2016). The role of effective communication in strategic management of organizations. International Journal of Humanities and Social Science, 6(12), 93-99. Web.

Cite this paper

Select style


BusinessEssay. (2022, October 10). Meeting the Communication Needs of the Customers. Retrieved from


BusinessEssay. (2022, October 10). Meeting the Communication Needs of the Customers.

Work Cited

"Meeting the Communication Needs of the Customers." BusinessEssay, 10 Oct. 2022,


BusinessEssay. (2022) 'Meeting the Communication Needs of the Customers'. 10 October.


BusinessEssay. 2022. "Meeting the Communication Needs of the Customers." October 10, 2022.

1. BusinessEssay. "Meeting the Communication Needs of the Customers." October 10, 2022.


BusinessEssay. "Meeting the Communication Needs of the Customers." October 10, 2022.