Effective Business Communication: Self-Reflection and Diagnostic Tools

This essay provides a self-reflection observation of communication abilities and competences, evaluated through five diagnostic tools. It includes a literature review on communication issues and offers an action plan to improve communication skills.

Running head: EFFECTIVE BUSINESS COMMUNICATION
EFFECTIVE BUSINESS COMMUNICATION
Name of the Student;
Name of the University:
Author note:

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The following essay is a self-reflection observation of my communication abilities and
competences, whereby the results have been generated on the basis of the precise information
obtained from the five distinctive diagnostic tools which aids to evaluate the communication
competences of individuals. The five significant tools are utilized in order to assess the level of
my interpersonal communication skills with various individuals and at diverse situational
circumstances. The analysis of the results attained has facilitated me to accurately comprehend
the areas which have been consistently creating obstacles in the course of life and have thus been
facing several issues related to those interactive areas. In addition to this, the essay will provide
an inclusive literature review which will be casting light on fundamental theoretical concepts and
aspects related to the communication issues the results of which have been evaluated through the
diagnostic tools. As the two areas of communication have been drawing my attention recently I
will require implementing productive ways to overcome these problems and further develop a
SMART goal through an action plan that would assist me in establishing my goals in specific,
measurable, achievable, relevant and time bound aspects.
The five diagnostic tools which are utilized to effectively assess the communication
competence level reveal a range of scales by answering few questions related to daily activities.
The five tools are namely Personal Report of Intercultural Communication Apprehension
(PRICA), Self-Perceived Communication Competence Scale (SPCCS), Non-verbal
Immediacy Scale Self Report (NIS-S), Talkaholic scale and Tolerance for Disagreement.
The first tool known as the Personal Report of Intercultural Communication Apprehension
(PRICA) is developed in order to assess the apprehension and anxiety level that individuals
encounter while establishing any interactive sessions with others belonging to diverse cultural
groups and communities (Neuliep & McCroskey, 1997). However this tool has been anticipated

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to generate improved data in comparison to the PRCA 24 concerning this particular
communication perspective. This tool is essentially been used to assist people to gather an
understanding of the way they interact with diverse individuals and to the extent to which
individuals have developed the ideologies and beliefs of other cultural backgrounds. Self-
Perceived Communication Competence Scale (SPCCS) is the next diagnostic instrument that
has been developed to effectively attain information related to the competence level of the way
people consider their abilities in the range of communication situational circumstances that
engaging different types of receivers or listeners (McCroskey & McCroskey, 1988). However,
this tool consists of 12 questions concerning varied situational circumstances. The scale aims to
let the respondents understand their communication abilities. As individuals tend to be their own
decision makers in relation to the communication level, it is their idea that is vital and not that of
an outsider observer. The third instrument that is the Nonverbal Immediacy Scale Self Report
(NIS-S) is regarded as the efficient measurable scale of nonverbal immediacy as a self-report
(Richmond, McCroskey & Johnson, 2003). Nonverbal immediacy is related to the behavioural
cues and indications that offer signals to the people who have been focusing on the positive
sentiments and attitudes and vibes towards each other who have been engaged in the
communication process. The Talkaholic scale is the next diagnostic instrument that assesses
compulsive communication. It has been identified that some individuals get immense motivation
to express their views and are known as highly enthusiast talkers and often encounter difficult
situations to maintain their silence even when they are aware of the adverse repercussions they
will experience (McCroskey & Richmond, 1993). High talkers or extroverts are often perceived
as ineffective communicators or abusive talkers however recent qualitative studies have revealed
that these individuals are viewed as expressive and reveal strong leadership skills (McCroskey &

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Richmond, 1995). The last tool called the Tolerance for Disagreement is designed in order to
evaluate the extent to which individuals can show endurance or tolerance towards people in
conflicting situations. This diagnostic scale has drawn its connection with factors related to
argumentativeness (Teven, McCroskey & Richmond,1998). It has been noted that individuals
possessing high level of argumentativeness have the tendency to have the ability to handle
several disputes and can be confident negotiators. It has been considered that disputes or
disagreements involved in interpersonal communication plays as a vital function of the tolerance
of disagreement of the communicators.
Nonverbal Immediacy Scale Self Report (NIS-S) comprises a five point scale with over
20 questions concerning my cues and gestures while interacting with others. In this scale I have
received a score which fall into the moderate category whereby people scoring greater than 104
are viewed as more capable of developing an effective communication ground by properly using
gestures and cues when the situation demands and for the appropriate individuals. The
respondents who obtain a score lower than 83 lacks certain areas of improvements and fail to
indicate gestures or often demonstrate wrong or incorrect cues at inappropriate situations. As my
scores are in the moderate category I realized that I would be requiring bringing improvements in
this area in order to effectively use my gestures and develop successful communication process.
The evaluation of the Tolerance for disagreement has revealed the results of my
communication ability whereby I have received a score that fall into the moderate level of 32-46.
Though I have the ability to tolerate certain form of disagreements or disputes with my
opponents but at certain level I encounter difficulties in enduring certain disputes or repetitive
deviations as a result I tend to lose self-regulation and arrive into strenuous situations. Thus I

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would be requiring certain approaches to enhance my communication competency to work
effectively with my colleagues and associates.
The third significant diagnostic instrument known as the Talkaholic scale is used to
evaluate a degree of compelling or the habitual way of interacting with other individuals to
express their views or ideas and often oppose the listener with strict condemnation. Furthermore,
Talkaholic scale exposes the situations where individuals comprising increased level of talking
abilities or are highly vocal are perceived as unproductive or offensive speakers. However, the
situation has shifted to view such social interactive entities as positive spokespersons and the
ones who demonstrate immense leadership or supervising, managerial aptitudes. After evaluating
this scale I have realized that the scores obtained by me in this area falls below the moderate
category whereby the borderline has been stated as 30-39. I must note my habitual affinities over
here which leads me to restrict my views or ideas to myself and not being sufficiently vocal to
make others understand my position and role in that particular situation. My lack of ability to
involve in certain social interactive sessions have resulted me to encounter various taxing
circumstances at critical business situations in the presence of my superiors, acquaintances or
clients creating a misinterpreted image of mine. Thus I need to enhance my abilities in this area
in order to improve my communication skills as I often engage in several business
communication situations at my workplace.
Through the evaluation of Personal Report of Intercultural Communication
Apprehension (PRICA) it has been noted that the outcomes of my scores have fallen into the
moderate category. The scale comprising of 14 questions have accurately produced by results
ranging 32-52 indicating a moderate level of cross-cultural communication apprehension. The
organization with whom I am engaged deals with global business operations and as a result often

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requires encountering individuals of diverse cultural backgrounds and who follow different
business etiquettes. Thus I need to bring certain degree of developments by focusing on the
correct precision of language and awareness of other cultures that would aid me gain the
knowledge of multicultural abilities to improve the areas of intercultural competencies in order
to attain successful reviews, achievements and immense importance in my workplace domain.
To effectively execute any global business operations I must focus on these areas to amplify my
scores from moderate to high and aim to gather awareness and encourage beliefs and ideologies
of other cultures.
The last diagnostic instrument that is the Self-Perceived Communication Competence
Scale (SPCC) has revealed my results whereby it has been shown that my level of ease while
interacting with friends is high, in the case of presenting my views and opinions to an association
of strangers has also revealed higher degree. However it has been noted that my level of
communication abilities while conversing with acquaintances or my peers at workplace has been
relatively low in comparison to the conversations taken place in dyad or in private. Thus it can be
recognized that my communication competence while encountering my co-workers must be
taken into consideration and thus requires bringing improvements to effectively develop a
communication base at workplace. As the scale of the tool states a lower score of 62 SPCC as a
matter of concern as higher degree of hesitation, uncertainty and lack of confidence results in
greater degree of apprehension and complexities in my professional domain and can further
create barriers to the path of my occupation. Therefore, it is immensely important for me to shed
light on this area and develop my communication ability with my co-workers.
The analysis of the results derived from the significant diagnostic tools has assisted me to
identify the two vital areas of my communication areas where I need to bring improvements to

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enhance my competency level of communication and further effectively show my performance
in my professional domain. Self-Perceived Communication Competence Scale (SPCC) and
Talkaholic are two most critical areas where I have scored low and thus require utmost attention
to bring developments in my communicative skills.
A few weeks ago I have encountered a critical situation in my team whereby I had active
contribution in the assignment along with two of my other team associates. However, during the
project meeting my lack of ability to explicitly express my ideas have not only led me to lose my
image but also aided my other team associates gather most of the acknowledgments and
appreciation from the mentors for giving the presentation in an outstanding manner. In addition
to this, my introvert characteristic often creates situations where the ones engaged in the
conversation perceives me arrogant or develop the understanding related to my inability or lack
of competence in specific areas. However, often I encounter certain degree of challenges while
establishing any interactive session with my team associates as I tend to restrict my views or
prefer not to show my inclination towards any critical situations arising from any dispute among
my colleagues. Thus few of my workplace associates have started to perceive my recluse nature
as apathetic or unconcerned and have revealed my lack of association with my acquaintances at
work.
Being an introvert has recently led me to face a critical situation with my stakeholders
and clients in a stakeholder meeting. In the investor meeting I was asked to take a direction for
our new project and assess the recent sales growth of our company. Even though I have
successfully explained the sales figures and growth percentage to the investors and my team
associates, I showed great degree of hesitation and uncertainty when I was being interrogated

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with questions contingent to the areas of the project. This has created an upsetting situation and
further received severe criticism from my supervisors.
Contemporary business leaders have gained the knowledge and understanding of
sustaining workers and further increase the competitive advantage of the company (Hall,
Covarrubias & Kirschbaum, 2017). Recent observations reveal that various factors of effective
business communication such as increased rate of frequency, firmness and accuracy,
performance appraisal and sufficiency of knowledge related to organizational policies as well as
regulations have effectively been associated with factors related to the emotions of joy,
satisfaction, contentment within the organization as well as employee performance and retention
(Brun & Cooper, 2016). A well-established association with co-workers has been found in the
perceived organizational performance and organizational performance (Egan, 2013). Open
communication with workplace peers has been proved to be one of the most significant business
achievements factors to several modern business and management principles related to job
contentment and decision making procedures among the team members (Goleman, 2017).
However, effective communication among team members or colleagues can facilitate the
distribution of information and knowledge thus establishing constructive communication work
ambience that supports an achievable management system and is significantly associated to
effective decision making procedures (Kim & De Dear, 2013). Furthermore, a positive influence
of open communication and indulging in team work is found in team collaboration whereby
unambiguous communication aids to enhance the participation level of the team associates
during strategic planning and further develops the vertical flow of information within the
organization to the higher-ranking decision makers who aim to initiate organizational
transformation as well as progress (Aghababaei & Arji, 2014).. Effective communication with

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colleagues has aided the distribution of ideas and exchange of knowledge. For instance,
unconstructive communication often create ineffective and ambiguous situation at work and
declined level of communication certainty is often associated to high rate disparaging effects
arising from conflict and disagreements (Scheibe & Zacher, 2013). Successful development of
communication with workplace peers aids to gather proper comprehensive understanding and
awareness of team members. It is significant for employees to engage in proper interactive
sessions in order to bring resolutions to the issues arising while working together in an
organization (Oerlemans & Bakker, 2013). It has been note that employees who engage in
effective communication aim to conquer certain stereotypical situations and misinterpretations to
perform in a productive manner. It must be noted that a successful communicative process is
dependable of individuals therefore by aiming to create well-established communication which
foster respect to the workplace peers (Garvey,2014). Furthermore, taking individualistic role and
responsibility to develop constructive communication indicates high level of certainty and
inclination to develop behavioural transformation and communication choices in order to
promote team collaboration. Several studies have demonstrated that valuable and successful
communicators gain satisfactory knowledge to supervise and observe the responses of co-
workers and further circumvent factors related to defensiveness (Austin & Pinkleton, 2015).
Furthermore, it has been identified that establishing personal level of interaction along with
marinating professional decorum and ethics can further facilitate in enhancing relationships
within the organization (Chuang, 2013).
It has perceived by several recent theorists that individuals who reflect high level of
extraversion are regarded as sociable and explicitly expressive individuals who further reveal
best competencies to show leadership and supervision. However, it has been perceived that

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individuals who show high talkative characteristic abilities tend to be sociable, expressive and
explicitly vocal as essential personality characteristic which are required in order to excel with
effective leadership and managerial abilities (Marsick & Watkins, 2015). It has been identified
that employees with high level of extraversion often reveal possibilities to be genial,
demonstrative, friendly and expressive. However, on the other hand, employees who show low
degree of inclination towards factors related to social interaction, communication and fail to
encourage positive perceptions and ideas of others. High extraversion is regarded as a significant
asset for employees whose jobs necessitates increased rate of social interaction and social
development. Furthermore, employees with low level of social interactive abilities may
nevertheless be extremely successful and efficient specifically when their roles and
responsibilities do not entail much social competencies (Osborn, 2015). Introverts tend to reveal
indifferent or submissive approach which fails to achieve greater degree of success and
contentment towards the organization or the job responsibility. In the era of global business
domain, organizations encourage activities which are rapid paced and do not comprise any form
of uncertainty or indecisiveness (Salas et al., 2015). Organizations encourage ideas and views
which will convert into an effective business venture that have been presented impressionably to
effectively influence the investors and clients of the enterprise (Cullen‐Lester et al., 2016).
Individuals who reveal high rate of extraversion possess a greater comfort level surrounding
large associations in comparison to the introverts who tend to remain shy and often fail to put
their opinions and reviews at demanding situations (Shujaat, Manzoor & Seyd, 2014).
Individuals possessing high level of extraversion are often perceived as action people who prefer
to work with teams and encourage team building while conducting any projects which would be
competitively advantageous to the organizations (French & Kottke, 2013). Companies can

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produce beneficial outcomes by engaging individuals with low level of introversion who further
give active participation in conflicting situations or disputes. It must be noted that specific
organizational roles and responsibilities require high level of communicative nature and effective
distribution of information (Tang, Wang & Norman, 2013). As extroverts show increase level of
social inclination they can put their productivity with motivating team members and elevate
organizational performance. Individuals demonstrating high level of extraversion can facilitate
greater degree of development and change within the organizational structure (Schillemans &
Robinson, 2015). However, often extroverts are viewed as abusive or ineffective speaker recent
business observations have explained the way modern and advanced organizations have been
encouraging expressive and socially interactive beings in their business operations.
With the thorough evaluation of the five diagnostic tools and an explicitly provided
literature review, an action plan must be developed that would guide me to improve the
communication areas I lack associated with the Talkaholic skills and my level of communication
with my workplace peers. The set goals which have been aimed to be accomplished must be
developed in SMART way:
The set goals need to be specific. For bringing development to the areas of my
communication level while establishing a conversation ground with my workplace associates I
will be exchanging feedbacks and opinions from my supervisors and co-workers and also enrol
myself in leadership training workshops to enhance my skills in these areas. Furthermore, to
enhance the areas of communication where I reveal immense rate of recluse, indecisiveness and
shyness is while conversing to clients, peers and business associates. In this case, I would be
gaining my knowledge my reading success journals and undergo one to one sessions with my
mentor to learn from experiences. The goal is measurable. The effective exchange of feedbacks

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and sincere reviews from colleagues would aid to understand my progress and further help to
know my position in my team. Reading journals and undergoing workshops would further
facilitate the level of my understanding to overcome shyness and complexities while conversing
with workplace associates. Acknowledging sincere and honest feedbacks of my peers would help
to analyse my capabilities and the transformations which I have been undergoing in that
duration. In addition to this, attending leadership training sessions and motivational classes
would also provide me with effective supervision and knowledge of my self-abilities and identify
my level of aptitude of things which are achievable to me. The goal is attainable as through the
rapid pace of internet would help me to gather various success and achievement journals, blogs
as well as videos. These resources thus can easily be attainable without any additional
expenditures and costs and go through those at my convenience from my smart phones.
Furthermore, attending leadership development workshops would help to engage with various
people who would help me to develop my social interactive abilities. The goal is relevant. The
goals have utmost significance as attending the leadership workshop sessions would provide me
with opportunities and scopes to interact with strangers with whom I can engage into a short and
constructive conversation that would help me to gain greater level of confidence in several social
situations. As I will be connecting with several people at my workplace and encounter clients as
well as other business associates across the world my receptive and approachable nature would
be taken into consideration. Furthermore, collecting relevant and vital success journals and
articles would help me to overcome my shy and withdrawn characteristics. The set timeframe
for the goals will be six months.

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The above discussion demonstrates that effective communication process in business. As
a result, it is highly important to improve the areas where I lack competencies among my
workplace associates.

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Gantt chart
Activity May’18 Jun’18 Jul-18 Aug-18 Sep-18 Oct-18
Leadership sessions
Reading Success
Journals
Sincere feedbacks
and reviews from
supervisors
Private conversation
with supervisor

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