Effective Business Communication: Diagnostic Tools and Strategies

This reflective report presents my communication skills by using five diagnostic techniques. It also discusses the tools, methods, and approaches as it could be effective for communication skills improvement. The report addresses two communication issues, public speaking anxiety and tolerance for disagreement, and includes a literature review on communication apprehension and tolerance for disagreement.

Running head: EFFECTIVE BUSINESS COMMUNICATION
Business Communication

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Table of Contents
Introduction......................................................................................................................................3
Using 5 diagnostic tools related to communication.........................................................................3
Self-Perceived Communication Competence Scale (SPCC).......................................................3
Personal Report of Intercultural Communication Apprehension (PRICA).................................4
Nonverbal Immediacy Scale Self Report (NIS-S).......................................................................4
Talkaholic Scale...........................................................................................................................5
Tolerance for Disagreement Scale (TFD)....................................................................................6
Tools findings..................................................................................................................................6
Two key communication issues.......................................................................................................7
Reflect on two recent professional interactions...............................................................................7
Literature review..............................................................................................................................8
Action plan.....................................................................................................................................10
Conclusion.....................................................................................................................................11
References......................................................................................................................................13
Appendix........................................................................................................................................17

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Introduction
This reflective report presents my communication skills by using five diagnostic techniques.
There are two kinds of communication issues that are addressed by using diagnostic techniques
such as lower tolerance level and public speaking anxiety (Austin and Pinkleton, 2015).
Moreover, this essay could also discuss the literature review section that supports to discuss
approaches of communication issues. This reflection report could support to present my
experience, knowledge towards the communication. It also discusses the tools, methods, and
approaches as it could be effective for communication skills improvement.
Using 5 diagnostic tools related to communication
I used five diagnostic tools for examining my communication skills and how I react to a different
condition of communication. These five tools are self-perceived communication competence
scale (SPCC), Personal report of intercultural communication apprehension, nonverbal
immediacy scale self-report, talkaholic scale, and tolerance for disagreement (Cardon and
Marshall, 2015). These are discussed as below:
Self-Perceived Communication Competence Scale (SPCC)
Self-Perceived Communication Competence Questionnaire (SPSS) is significant for examining
communication abilities of people. It could also be effective to identify how individual face
issues at the time of communicating with others. Moreover, it is also illustrated that self-
perceived ability scale could also be imperative for collecting the data towards communication
issues (Drucker, 2017). The self-report could be imperative to show the ability of an individual
with respect to the communication tools. By using this scale, an individual could be able to
determine their capability of communication to interact with one and more individuals.
Moreover, it is also evaluated that higher score of SPCC means the individual is capable to

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perform many activities such as meeting, public, and group communication. It is addressed that
higher score of SPCC shows the capability of an individual towards friends, family, and stranger
for effective communication. It could also be imperative for getting a valid and reliable result
with respect to making an effective relationship (Evans, Hearn, Uhlemann, and Ivey, 2017).
Personal Report of Intercultural Communication Apprehension (PRICA)
Personal report of intercultural communication apprehension support to examine how individuals
interact with others and their feelings at the time of communicating with the different
circumstance of communication. It could enable an individual to understand, which kind of
behavior could be more appropriate for behaving with others (Felicetti, Femminella, Reali, and
Liò, 2016). This method considers more than twenty-two statement that considers feelings about
the individual communication. In addition, it is also analyzed that the individual obtained score
among 24 to 120. It is also evaluated that when an individual obtained more than 120 and less
than 24 score means there is a major mistake in secure computing. But, at the same time, it is
also evaluated that if the obtained score comes amongst 83 to 120 as it could show appreciate
communication ability of an individual. It is also found that if obtained data is coming from
amongst 55 to 83 as it demonstrates communication apprehension. It can also be found that if an
individual gets score comes amongst 24 to 55 as it demonstrates the lower phase of
communication (Fleisher and Bensoussan, 2015).
Nonverbal Immediacy Scale Self Report (NIS-S)
Nonverbal Immediacy is used to evaluate favorable feelings of an individual about others. It is
also evaluated that this types of behavior were established by Albert Mehrabian in 1970s.
Moreover, it is also evaluated that individual is used 97% of communication in the non-verbal
(Gao, Cecati, and Ding, 2015). Furthermore, it is also examined that the nonverbal imminence

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scale could be imperative to examine the thoughts differences. In addition, it could be
determined by James McCroskey and Aaron Johnson in 2003 and Virginia Richmond. This
method could be imperative for examining non-verbal imminence. Moreover, it can also be
illustrated that the alpha reliability could be 0.90. Moreover, it is also illustrated that if a person
practices instrument then it would be imperative for research scholar to determine the difference
between males and females. It could directly impact on the performance of outcome.
Furthermore, it is also examined that researcher has not found the difference between thinking of
women and men that their thinking is desirable, actual, and real (Goetz, Drew, and Houchins,
2016).
Talkaholic Scale
The talkaholic scale could support to determine the communication compulsive as it could
supportive to determine the personal characteristics of individuals. Talkative individuals may be
unable to silent themselves in front of others persons. It demonstrates their talkative behavior. It
could be habit of an individual as it demonstrates the talkaholics nature. In this, people are
habitual for taking with others known as talkaholic (Johnston, et al., 2015). In addition, it is also
analyzed that this term is defined as a person who is confident to talk with a large number of
person in same time. It is also examined that an individual who has skill to easily talk with others
as it could positively inspire other people. It is also examined that a leader of company could be
more competent and positive than team member perception. If obtained score is come amongst
10 to 50 means individuals are less talkative (Kernbach, Eppler, and Bresciani, 2015). Moreover,
when an individual obtained score between 30 to 90 means individual comes in borderline of
talkaholics scale. In this, people could be capable to control themselves for reacting on others.
Sometimes people are failed to control themselves for interacting with others. Furthermore, when

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the obtained score of individuals are more than 40 means they are talkholics. It could
demonstrate the compulsive communicators (Mangione-Smith, et al., 2015).
Tolerance for Disagreement Scale (TFD)
TFD (Tolerance for Disagreement Scale) could be effective for examining the tolerance for
disagreement measurement as it would enable to measure tolerance level of individuals. It could
also be effective for determining the tolerance level of people for another person along with
individual belief. A person who has higher argumentativeness can be more likely to control the
disagreement than the person who has hos lower argumentativeness capability. It could also be
effective for controlling the communication issues (Mickle, Smith, and Chilton, 2016). It is also
evaluated that the conflict could be effective for analyzing the disagreement tolerance. It is also
evaluated that the conflict management could be imperative for an individual to control the
tolerance level of the person. If the obtained score is higher than the 46 as it shows a high level
of TFA. If the collected data is less than or equal it could demonstrate the lower TFD. If the
collected information is coming amongst 32 and 46 as it shows the moderate level of TFD
(Mohn, et al., 2017).
Tools findings
The gathered outcome could support me for successfully identify my communication style and
preference for any activity. From the application of Self-Perceived Communication Competence
method, I obtained 62.5 it means I am not able to effectively speak with friends, stranger, and
colleagues. I observed that if I talk with stranger, group, and friends then I could not be capable
to express my thoughts and views on the front of their party (Shi-Yong and Ali, 2015). It is also
analyzed that I get 22 scores by the application Personal Report of Communication
Apprehension (PRICA) as it shows my anxiety level at the time of the meeting and public

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speaking. Thus, it is discovered that I need to focus on strategies, which could support to
improve my communication way. From the use of talkaholic scale, I obtained 20 scores that
demonstrate that my personality is fall in borderline. It shows my talkativeness level with others.
From the use of tolerance for disagreement technique, I got 3 score that is lowest as it could
show that I do not have the capability to tolerant for disagreement. Hence, I need to concentrate
on the tolerant for disagreement as it could support to effectively deal with different situation
(Simons and Riley, 2014).
Two key communication issues
From the examination of the gathered score, I addressed two types of my communication issues
by using communication techniques like public speaking anxiety and tolerance disagreement.
I observed that I requisite to enhance my skills of communication due to effectively dealing with
different nature of people. It could facilitate me to improve my speech anxiety issue effectively.
I observed that my tolerance level is low hence I need to focus on approaches that support to deal
with tolerance issue. I will have to concentrate on my communication skills and interpersonal
skills to effectively manage the conflict. It could also enable the individual to make a reliable
decision towards the specified situation. Thus, an individual could concentrate on
communication methods for making an effective decision (Perrault and Silk, 2015).
Reflect on two recent professional interactions
Reflecting on the fear for public speaking and offering a presentation in the meeting, I would like
to share my experience when I was worked as a legal manager in one business law organization,
Australia before six months. I was allocated to show findings of what could be increased in the
procedure of sending a reaction, claims, appeals to judges on the estimated data. I represented
survey findings from the associate meeting. Before the meeting, I was not aware of articulating

EFFECTIVE BUSINESS COMMUNICATION 8
my findings and I was also not aware of actual lawyers. I was also not capable to manage the
task. From the help of my superiors, I make an effective presentation speech for interacting with
others. I also found that tolerance for disagreement could also be major issue for an individual. It
could directly influence the outcome of specified goal. When I worked in last organization, then
I believe to work properly rather than tolerant for disagreement. I believed in opinions and
thoughts of superiors because of having lack of tolerant for disagreement. After the completion
of six months course, I realised that I capable to tolerant for disagreement. It could support to
make reliable result in context of current research concern.
Literature review
According to Rimkeeratikul, Zentz, Yuangsri, Uttamayodhin, Pongpermpruek, and Smith (2016)
communication apprehension can be defined as the apprehension or fright regarding expected
and unexpected communication condition about a set of person and individual. An individual
who has elevated phase of CA will give up from eagerly engaging themselves in the verbal
communication. In addition, it is evaluated that there is a certain type of CA that is related to
nervousness like context, audience, situation, and trait. Trait-related nervousness refers to an
individual who is avoiding public speaking because of poor appreciative and experience. But,
practices should be competent to perform the public speaking conditions.
In contrast to this, McCroskey,(2015) assessed that audience nervousness is to perform with a
person causing the apprehension of speaker whereas context nervousness is caused by vagueness
and novelty of the condition. Moreover, the situation apprehension is built by integration of
factor such as social, cultural and psychological factors. The ability for interacting conceptually
differ from the communication apprehension. However, there is a strong unfavorable link
between the two and the reason for the happening is believed to the competency of a person to

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provisionally avoid the anxiety and continue to perform in disagreeable continue in which
unfavorable relations exist.
According to Munz and Colvin, (2018) managers who have a high level of CA are less probably
to entail others in the decision making. Furthermore, a person can less likely to recommend the
group communication with their subordinates. By using this investigation, it is assessed that the
extent by which communication apprehension may affect the performance of an individual is
significant. Consequently, lower level of communication apprehension depicts the unfavorable
inference for professional ability of a person at the workplace.
In contrast to this, Neuliep (2017) the tolerance for disagreement incorporates the group
communication in the organizational development. Disagreeing is circumstantially depending on
the meaning that the way one opposes could be different however it is depending on the
opponent individual in the divergence. For instance, colleagues and family member makes
disagreement as this disagreeing behavior could be face to face and online. The setting of
participants, their function in a company and their interaction style is the element, which impacts
the development of disagreement.
In opposed to this, LaRochelle, and Karpinski, (2016) discussed that the theoretical framework
of interpersonal communication and, disagreement and conflict could not be clear as there are
certain factors that affect the conditions and there is also complexity to understand whether an
interpretation evolves two disagreement and conflicts. It is also identified that there are certain
interpersonal communication factors that impact the origin of prospect disagreement and
conflicts at the workplace. These factors could be verbal communication, non-verbal
communication, emotions and listening in the communication (Kim, 2015).

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According to Lie, (2018), there is certain verbal communication style which is influenced by
certain factors such as supportiveness, expressiveness, assuredness, argumentativeness,
preciseness, supportiveness, and verbal aggressiveness. These factors can have affected the
interaction and specifically in the business manner. The elements demonstrate how employees
perceive their top authority. Team commitment and knowledge sharing are highly influenced by
the style of communication of the managers within an organization (Kim, Hwang, and Cho,
2018).
In support of this, Hashemi, Hadavi, and Valinejad, (2016) stated that the significant
communication includes certain skills that a company looks in the superior and it is directly
linked with the team efficiency and also increases the opportunity for encouragement. When
communicating in a different type of condition then a person should identify the need of the
audience and adjust the communication style accordingly.
The favorable non-verbal communication like nonverbal immediacy may eliminate the
disagreement due to its effect of bringing forward to positive attitudes with signals. Nonverbal
immediacy can be demonstrated as a favorable performance of symbols and signs such as
nodding and smiling whereas listening or talking (Amiri and Puteh, 2018). Another component
of interpersonal interaction may influence the origin of disagreement in the negotiation through
emotions. Under the negotiation condition, that individual who expressed the disappointment in
the interpersonal interaction may affect the opponent to execute the opposing perception. It is
also evaluated that competency of a person to listen is one of the key elements that incorporate
the interpersonal communication. There is the individual difference in the competencies of
people to listen and to the extent, a person can encourage the effect of subconsciously listening
(Hsu and Huang, 2017).

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Action plan
The action plan is essential for enhancing my communication skills in six months. Under this, i
will be capable to make a personal journal where i could record my each activity that is
completed by me. It could support to examine my personal characteristics. Furthermore, it can
also be illustrated that journal could be effective for significantly identify the areas that are
compulsory to alteration (Bertsch, 2016). It could also support to make a suitable plan for
effective business procedure. I increased my professional capabilities by considering the journal
articles as it would support make effective framework for future. I talked with my tutors and
understand speech anxiety problems effectively. I hired an expertise that has more than 20 years
of experience in the teaching. Further, she has positive experience in overcoming the
communication issues. Moreover, it is also evaluated that I participate in many coaching classes
wherein I would be able to improve my confidence and communication skills. It could also
support to make a reliable relationship with group members. It is also examined that mental
strategies and practices might be imperative for improving the individual performance.
Moreover, it can also be illustrated that I increased my knowledge about anxiety and
interpersonal skills. Consequently, it could be imperative for improving my communication
capabilities in least time. It would also enable to control the conflict issues in the working place
(Coetzee, Schmulian, and Kotze, 2014). Furthermore, it is also examined that I used
interpersonal communication classes to improve my communication problem as it would lead to
enhance my personal and professional skills in the organization. Moreover, the communication
skills could be imperative for increasing the capability of an individual as it would directly
influence the productive (Aeni, Jabu, Rahman, and Strid, 2017).
Figure 1 Gantt chart of the action plan

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Gantt Chart showing Action Plan
Jun-
18
Jul-
18
Aug-
18
Sep-
18
Oct-
18
Nov-
18
Reading Journal articles
Developing Memo
Discussing with Mentor
going on crowd
Participating in Cultural Fest
Weekly communication with strangers
Conclusion
With respect to the above discussion, it can be concluded that five diagnostic tools could be
imperative for improving communication skills in the least time and cost. Further, there are
certain types of communication issues that are found by using five diagnostic tools like tolerance
for disagreement and speaking anxiety. There are two approaches that could be used by an
individual to improve their communication issues such as communication apprehension and
interpersonal communication disagreement. In the communication style, internal conversation
should consider many factors like non-verbal communication and verbal, and listen. Public
speaking capabilities and tolerance for disagreement skills should also involve in the
communication apprehension. In last, it can also be examined that action plan could support to
identify the time for an individual activity improvement.

EFFECTIVE BUSINESS COMMUNICATION 13
References
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Coetzee, S. A., Schmulian, A., & Kotze, L. (2014). Communication apprehension of South
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Drucker, P. F. (2017). What Makes an Effective Executive (Harvard Business Review Classics).
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Felicetti, L., Femminella, M., Reali, G., & Liò, P. (2016). Applications of molecular
communications to medicine: A survey. Nano Communication Networks, 7, 27-45.

EFFECTIVE BUSINESS COMMUNICATION 14
Fleisher, C. S., & Bensoussan, B. E. (2015). Business and competitive analysis: effective
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of Business Communication, 52(2), 164-187.

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Appendix
Gantt Chart showing Action Plan
Jun-
18
Jul-
18
Aug-
18
Sep-
18
Oct-
18
Nov-
18
Reading Journal articles
Developing Memo
Discussing with Mentor
going on crowd
Participating in Cultural Fest
Weekly communication with strangers