Analyzing Business and Professional Communication

This assignment delves into the realm of business and professional communication by examining various theoretical models and frameworks. It requires students to critically analyze provided academic sources on topics such as effective interviewing, organizational communication, and global communication. The focus is on understanding how different communication models contribute to successful business outcomes and navigating complex communication challenges in diverse contexts.

Running head: EFFECTIVE BUSINESS COMMUNICATION
Effective Business Communication
Name of Student
Name of University
Author Note

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Diagnosis and Reflection
Communication is one of the essential features for the survival of human beings.
Without proper communication, individuals may suffer from misunderstanding and it may
have a serious impact on professional as well as personal life. The report analyses the
different communication skill tests that can be used to improve the communication pattern of
individuals. The focus is on developing the skills that are required for gaining success at the
professional level. The report takes into consideration five tools that are effective for
identifying the flaws in communication pattern among individuals. The report also provides a
comprehensive understanding of the concept of communication and the models that can be
used to understand it in an in-depth manner. At the same time, the report provides an action
plan that can be used for the development of communication.
To understand the communication level that I possess, I have sought the assistance of
five diagnostic tools. The tools can be used effectively to understand the analytical skills that
I possess and help me to rectify my errors. According to Chaney and Martin (2013), these
communication tools are essential so that organisations can understand the communicative
ability that each individual possesses. Every questionnaire is provided with a final rating that
can help in understanding the level of communication. The tools that I have used in this case
include:
1. Personal Report of Public Speaking Anxiety (PRPSA)
2. Talkaholic scale
3. Personal Report of Intercultural Communication Apprehension (PRICA)
4. The Non-verbal Immediacy Scale Self-report (NIS-S)
5. Self-Perceive Communication Competency Scale (SPCC)

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Each of these is unique and helps in the development of the abilities of
communication among the individuals. Every communication tool possesses a set of different
questionnaires that can help in understanding the flaws in the communication pattern of an
individual (Argenti, 2015). Based on this rectifications can be made for improving the
communication level. As such a summary of the test results are provided that help in
understanding the level of communication that I possess and the manner in which I can
rectify my flaws.
The Personal Report of Public Speaking Anxiety test (PRPSA) focuses on the level of
anxiety that individual posses whenever they are asked to speak in public. However, Carroll
(2015) countered this test by stating that the focus is more on the public speaking ability
rather than develop a measure for the development of a broader communication model. The
results of this test that I have undertaken provide evidence that my score of 74 is high. This
indicates that I have a high level of anxiety while speaking in public. Hence, this can be
considered as a huge problem as I have to improve my public speaking ability so that I can
address a large number of people particularly during making presentations (Refer to
Appendix 1 for test result).
The second test analysis that I conducted was the Talkaholic test. This test is used to
measure the talkativeness of the people. People having an urge to talk continuously can be
assessed by using this test. This test helps to identify people that have the ability to bring out
the raw truth by expressing their feelings towards an organisation or individual. My score of
40 suggests that I am a compulsive communicator. I tend to speak out my feelings about a
particular situation without holding back. This can be good at times as it can help people to
understand my emotions and thoughts. I cannot control my impulse, which can be
problematic in certain situations particularly during board meetings (Refer to Appendix 2 for
test result).

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The third communication skill test that I had undertaken is the Personal Report of
Intercultural Communication Apprehension test. This test highlights any communication
issue that exists while communicating with people of different cultures. This can help in
analysing the level of confidence that an individual possesses during communication with
people from a different cultural background (Shwom & Snyder, 2015). In this case, the test
result that I obtained is 24, which is considered low. This is an alarming factor as in the
modern world; organisations and society are filled with people belonging to different
cultures. Hence, it is an important aspect that I need to focus on to help me improve my
communication skill (Refer to Appendix 3 for test result).
The Non-verbal Immediacy Scale-Self-analyses test is used to identify the positivity
with which individuals perceive the character of other people. The behaviour and attitudes of
these individuals indicate that every people need to trust one another in the organisational
setting so that they can gain success. My test results, in this case, indicates that I secured 98
points. This is high in the case of males, which suggest that I trust people too much and have
a positive feedback about every people. This can be considered as both good and bad, as too
much trust may lead to an undue advantage over me. However, this is an important factor
particularly during teamwork as people can get a sense of positivity while communicating
with me (Refer to Appendix 4 for test result).
The final test that I undertook is the Self-Perceive Communication Competency Scale
test. This test is used to analyse the communication skill that is required in varying situations.
This can be considered as a situation test that analyses the communication style of the people
and the manner in which people respond to these situations (Thill & Bovée, 2013). In this
test, the result that I obtained varied in every factor. For example, my communication level
while speaking to the public, in meetings and in a group is high. Apart from this, I like
making friends, talk comfortably with strangers make acquaintances, and am involved in the

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dyad. The overall result is also high which indicates that I have a high self-perceived
competency while communicating with others (Refer to Appendix 5 for test result).
The analysis of the communication tests is indicative of the drawbacks that I have in
the communication process. The analysis provided me with a complete analysis of my
problems and I have been able to identify the areas in which I need to develop my
communication skills. For example, the biggest challenge that I face is being anxious while
speaking in public. The Personal Report of Public Speaking Anxiety test is indicative of the
level of anxiety that I feel while communicating with the people. However, the public
segment of the Self-Perceive Communication Competency Scale test counters this result.
According to this test, my public speaking ability is high and I am very much competent to
speak and interact with people. Similarly, I have problems while communicating with people
from other cultures. This is evidenced by the test results that I derived after taking the
Personal Report of Intercultural Communication Apprehension test.
Hence, I need to develop these skills to succeed in the current business market. In this
regard, I can recount a couple of incidents that happened to me while I was a part of an
organisation. The situations highlight my drawback and provide me with an opportunity to
rectify my errors within a team. These situations are highlighted in detail to provide a
comprehensive analysis of my communication level.
One of the major issues that I faced was during my involvement in a team that
consisted of people from different cultural backgrounds. This situation occurred about 3
months ago and exposed my weakness in working as a team. I was given the role of
motivating the team and providing the necessary support that can help them in completing
their task on time. I was to provide them with materials and maintain regular communication
so that the task can be achieved. However, due to my nervousness with speaking to people of

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different culture, I failed to make proper communication with the team. This created
problems within the team as the members were not aware of the method to proceed with their
tasks. This situation made me realise my weakness and urged me to develop my intercultural
communication skill. To do so I need to be smart and bold so that I may not find any
problems while communicating with such people in the future.
The second issue that I faced focused on my anxiety level during public speaking. In
my organisation, I had to develop a presentation that and convince audiences about the work
that our organisation does. However, I became anxious during the presentation and it resulted
in me being nervous. I panicked and ended up giving a poor presentation that was not
convincing for the people attending the presentation. Hence, it can be said that to develop the
ability I need to communicate more with people and start by addressing small audiences. This
can be done by listening to people and ensuring that a proper professional growth can be
achieved because of this. Based on the analysis, the concept of communication and its models
can be analysed to find further ways of improvement.
Literature review
Concept and issues related to communication
McQuail & Windahl (2015) observed that communication is an effective way to bring
out the thoughts and emotions of a person. People need to ensure that communication exists
between one another to maintain the transferring of information and thoughts. This can help
in maintaining social status as well as provide organisations with an opportunity to be
competitive without having any issues. In the words of Guidotti (2013), communication can
help people maintain a friendly attitude towards one another. In this regard, it can be said that
the mode of communicating with people can be either verbal or non-verbal. These are the
common forms of communication, which are used in everyday life to express thoughts and

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feelings about individuals. However, non-verbal communication is used to address people
unable to listen to people and in cases when verbal communication cannot be made.
According to Hampf and Müller-Pohl (2013), people need to understand the flaws that exist
in the communication pattern to address the issues that take place in organisational level as
well as personal level.
One of the most common flaws in communication that takes place is the inability to
understand sign languages (Peleckien & Polajeva 2016). Due to lack of training people fail to
understand the sign languages that are directed at them. However, understanding the popular
form of sign languages need not be difficult for any individual. This can help in improving
communication as most times sign languages are used to communicate with people
particularly during situations in which verbal communication cannot be appropriate. In this
case, the situations that have been described can be taken into consideration and consequently
analysed for finding mitigating solutions.
The similarity that existed in both the issues is the inability to address people. Popp,
Raneburger & Kaindl (2013) stated that communicating with a huge audience is important for
every individual to become a leader and analyse the thoughts of the employees as well as the
customers. Addressing people can be done by being smart and bold. Speaking out the
thoughts in a confident manner can help in addressing the people without much deliberation.
Hence, it is important for managers to find a suitable solution by which such a limitation can
be addressed. DiSanza & Legge (2016) pointed out that not only the managers; it is also the
duty of the individuals to make effort to solve these issues.
Models related to communication
According to Cardon (2015), communication is essential for smooth functioning of an
organisation. The work carried on in organisations can be done smoothly with the help of a

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proper communication model. Hence, it is necessary to develop models that can help in
addressing the issues related to communication. One such model that can help in addressing
the issue is the communication model developed by Berlo. Berlo’s model provides evidence
that the sender and receiver need to develop a sense of alertness so that the messages can be
transmitted in a quick manner. Dozier, Grunig & Grunig (2013) referred to this model, as the
SMCR model due to the factors that are involved in the transmission process. The sender,
message, channel and receiver play an important factor in the application of proper
communication.
The channels that are used for maintaining the communication are the basic senses
involved among human beings. These include sight, hear, and feel smell and taste (Evans et
al., 2017). These five senses need to work together and in a proper manner so that the
individuals can work efficiently in the organisation. The coordination between the receiver
and sender need to be such that an organisation can benefit from the exchange of messages
that take place between the individuals. Hence, proper training is required to be provided to
the people involved in conducting the transmission of messages.
According to Austin and Pinkleton (2015), Berlo's model provides certain advantages
such as the message transferred with the use of this model is precise and consists of codes.
The comprehensive nature of the messages provides can allow the receiver to decode the
messages in an easy manner. The messages can be understood easily and recovered in the
case of any failure of transmission. Interpersonal communication skill can also be developed
with the application of this model. Individuals can apply this model in a practical manner so
that the level of communication pattern can be understood. As stated by Fleisher &
Bensoussan (2015) decoding the messages and presenting it to the people require a proper set
of skills. The individuals need to be alert and understand the messages in a precise manner so
that they can decode it word for word. However, despite the advantages provided by the

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model Thill & Bovée (2013) stated that the application of a different model such as
Schramm’s model could be more effective than Berlo’s model.
Figure 1: Berlo’s model
(Source: Evans et al., 2017)
Effective communication system among individuals requires a proper medium
through which the transmission of messages can take place. This source of communication
can be done in a systematic manner that can help in the consistency in the communication
programme and help in identifying the proper method by which transmission of messages can
take place. Hence, to understand this it is necessary to apply the communication model
proposed by Schramm to ensure that the communication is done in a proper manner (Rentz &
Lent, 2013). The effectiveness of this model can be that it helps in identifying different
segments related to the different components of communication. The importance of these
components is that it helps in maintaining a steady flow of messages from the receiver to the
sender. The sender transmits cryptic messages so that it cannot be hacked into by any external

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sources. The receiver decodes these messages and presents it in its actual manner to the
people. It is for this reason that Fleisher & Bensoussan (2015) considers this model to the
most effective form of communication.
I am currently working in ANZ bank in Australia as a relationship manager and my
work includes communicating with the employees and the clients on a constant manner. Most
of the times, I am the sender of the messages to the employees, which requires a good
knowledge of the communication skills and with a proper attitude it helps me in disbursing
the messages in a correct manner. The message that is sent by me has a proper content and
includes all the elements that need to be communicated with the employees. This helps me in
structuring the messages in a proper way so that the messages can be directed in a proper
manner. I use the channels in an effective manner so that the message can get delivered to the
employees in a faster manner and the message can be followed by the employees as soon as
possible.
It has been seen that Schramm considered communication as a process that requires
continuation for success in organisations and in the personal lives of the people.
Communication is said to be essential for the survival of the human beings (Grunig, 2013).
This model aims to ensure that effective communication is maintained between the people
and transmission of messages is done smoothly. Hence, Schramm’s model can help in the
development of communication in every sphere of life. Individuals can develop abilities to
intercept messages and listen to the people in a proper manner. Decoding messages is another
skill that can be developed by the application of this model. The continuous flow of messages
from one source to another can be done in an effective manner with the help of Schramm’s
model. Hence, this model is important for maintaining communication and providing an
opportunity for individuals to develop skills required for communication.

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Figure 2: Schramm’s model
(Source: Peleckien & Polajeva 2016)
This model of communication is efficient within the workplace, as it helps me in
sending the messages to the employees in a proper manner. It helps me in sending the
messages to the employees so that they can decode it and use it in their work place. The
employees also have the liberty to provide feedbacks to me regarding the changes that i have
implemented within the area of operation. This will help in improving the quality of
communication within the company. The messages are also not hampered due to the noise in
the surroundings, which may cause the messages to be tampered.
Conceptual and behavioural skills needed
According to Tuna, Gulez and Gungor (2013), theoretical as well as practical skill are
essential for the development of skills and applying it in a practical setting. The contribution
of both types of learning can help in the development of skills among individuals. Theoretical
knowledge can help an individual to understand a topic in detail while the practical
knowledge can help in gaining experience related to the topic. This is required in the modern
world, as without practical experience individuals cannot get proper jobs (DiSanza & Legge,

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2016). The practical knowledge can help an individual understand the level of improvement
as well.
With the development of professional skills, individuals can identify the issues that
they face. Hence, the importance of verbal as well as non-verbal communication can be
identified because of this. Hence, it can be said that the practical implication of the
communication level can be done by using the communication tools required for success in
the business (Argenti, 2015). It is also seen that the interpersonal communication between the
individuals by the proper application of the models related to communication. The emotions
of the people also play an important factor in communication as often it is seen that emotions
cloud the judgement of the people. Hence, improper communication can create problems
such as misunderstanding within an organisation.
Sadia et al., (2016) are of the opinion that proper listening skills are required in order
to gain success in communication. This particular talent help individuals to develop a proper
career. Listening to people can help in making effective communication, as leaders need to
deal with the problems that are faced by the employees. The demand for the employees needs
to be understood and it is necessary to be a good listener to solve these problems. In this
regard, it can be said that the communication abilities of the people are developed by the
qualities they possess and the manner in which they can rectify their flaws.
Action Plan
The communication tools have helped me to understand the flaws that I have in my
communication process. Hence, to mitigate the flaws I have developed an action plan. This
action plan can help to continue my work in an efficient manner and work hard for my
improvement. The action plan helps me to identify ways by which I can rectify myself. An
example can be stated that highlights the fact that I need to develop my public speaking

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ability. To do so I need to be confident and take training lessons that can help me to be
presentable in front of an audience. To be more effective in my quest to improve the
communication skills I need to enrol in a 6 months development plan. This development plan
needs to include interaction with different people and coming in contact with various books
that can help me to understand the concept of effective communication.
I have started to maintain a dairy that can help me to keep a record of my progress.
The daily activities and training programme that I have undertaken can be incorporated into
the dairy so that I can understand my progress since the time of beginning my training.
However, such training course cannot be done without proper guidance from an experienced
person. Hence, I have taken the help of Peter Dhu, an experienced Diploma holder in the
professional communication field. Mr Dhu has been in the communication business for over
15 years and has encountered many communication issues from people. He was generous to
provide me with an eight-week communication-counselling course to help me to develop my
communication skills.
Apart from the counselling classes, I have also started to consult books that are related
to communication. I access these books using the internet or from the public library. The
focus is mostly on the books that provide ideas about the ways to improve communication in
business. Hence, some of the books that I have read include "Communication Apprehension,
Avoidance, and Effectiveness" by Richmond, Wrench and McCroskey, "Active listening 101:
How to turn down your volume to turn up your communication skill" written by Emilia
Hardman, 2012. "Power Listening: Mastering the most critical business skill" written by
Bernard, T. Ferrari, 2012. These books provide me with an opportunity to understand my
flaws by communicating with other people. I have also enrolled in classes that deal with
providing effective communication lessons. These evaluative classes help in enhancing the
communication level. I have enrolled in Diploma courses that deal with Communication

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Management and Skills. These courses help to address the large audience during
presentations and as a result, my level of anxiety can reduce by taking these courses.
Activity January February March April May June
Make a journal
entry of the
progress and
activities
Find a
professor to
guide me in
my course
Gain access to
relevant books
required for
improvement
Take up
courses that
provide
authentic
manner of
communicatin
g with people
Table: Gantt chart
(Source: Created by author)

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Reference
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Austin, E. W., & Pinkleton, B. E. (2015). Strategic public relations management: Planning
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Cardon, P. (2015). Business communication: Developing leaders for a networked world.
McGraw-Hill Higher Education.
Carroll, C. E. (Ed.). (2015). Communication and corporate reputation (Vol. 49). John Wiley
& Sons.
Chaney, L., & Martin, J. (2013). Intercultural business communication. Pearson Higher Ed.
DiSanza, J. R., & Legge, N. J. (2016). Business and professional communication: Plans,
processes, and performance. Pearson.
Dozier, D. M., Grunig, L. A., & Grunig, J. E. (2013). Manager's guide to excellence in public
relations and communication management. Routledge.
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A programmed approach to effective communication. Nelson Education.
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Grunig, J. E. (Ed.). (2013). Excellence in public relations and communication management.
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Guidotti, T. L. (2013). Communication models in environmental health. Journal of health
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Hampf, M., & Müller-Pohl, S. (Eds.). (2013). Global communication electric: business, news
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Networks, 11(7), 1931-1941.

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Appendices
Appendix 1
Test result 1:
Appendix 2
Test result 2:

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Appendix 3
Test result 3:
Appendix 4

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Test result 4:
Appendix 5
Test result 5: