Effective Business Communication: Diagnosis, Reflection, and Action Plan

This article discusses the diagnosis and reflection of communication skills based on five diagnostic tools. It covers communication issues, literature review, and an action plan for enhancing communication skills.

Running head: EFFECTIVE BUSINESS COMMUNICATION
Effective business communication
Name of the Student:
Name of the University:
Author’s note:

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Table of Contents
Diagnosis and reflection..................................................................................................................2
Five diagnostic tools....................................................................................................................2
Findings of diagnostic tools.........................................................................................................3
Communication issues.................................................................................................................5
Reflection of two recent professional interactions.......................................................................6
Literature Review:...........................................................................................................................7
Communication issues.................................................................................................................7
Aristotle’ s model of communication...........................................................................................8
Schramm’s Model........................................................................................................................8
Shannon Weaver Model:..............................................................................................................9
Berlo’s Communication model....................................................................................................9
Triandis’ theory of interpersonal behaviour...............................................................................10
Action Plan....................................................................................................................................11
Short courses..............................................................................................................................11
Reading books............................................................................................................................12
Personal Journal.........................................................................................................................12
Identifying a mentor:..................................................................................................................13
Gnatt chart..................................................................................................................................13
References......................................................................................................................................15
Appendices....................................................................................................................................18

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Diagnosis and reflection
This study is a self-reflection assessment of my interaction skills which is based on
findings of five diagnostic tools. This self-reflective essay also concentrates on two
communication problems which is based on the outcomes of five diagnostic tools. Low
intercultural communication as well as incapablity to express is the two major issues faced by me
at the time of communication. In addition to this, in literature review section, various concepts as
well as theories associated with communication problems are covered in this particular essay.
Apart from this, an action plan for enhancing my communication skills has been provided in this
particular essay.
Five diagnostic tools
I have taken help of five types of diagnostic tools, in order to assess my communication
power in diverse circumstances. These five tools are Self-Perceived Communication
Competence Questionnaire, Personal Report of Communication Apprehension, Personal Report
of Public Speaking Anxiety, Willingness to Listen Diagnostic and Tolerance for Disagreement
(Drucker, 2017). It has been observed that Self-Perceived Communication Competence
Questionnaire is a useful tool which has been created for acquiring information, which is
concerned with how individuals feel when these individuals have to confront diverse
communication circumstances and different kinds of receivers (Pearson, 2017). Personal Report
of Communication Apprehension is a useful tool which has been created for measuring the
feelings of a person towards interaction by asking person to assess various interaction
circumstances and how individual would behave when he she has to face such circumstances
(Pearson, 2017). Personal Report of Public Speaking Anxiety is a tool which is used for
measuring the level of anxiety of a person when he or she has to speak in public (Bargiela-

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Chiappini and Nickerson (2014). Willingness to Listen Diagnostic is a tool which examines the
orientation of the person towards listening (Holmes and Parker, 2017). Tolerance for
Disagreement is a useful tool, which measures the extent to which the person can tolerate rest
individuals disagreeing the idea, even if the individual believes it to be true (Fleisher and
Bensoussan, 2015).
Findings of diagnostic tools
Self-Perceived Communication Competence
From the findings of diagnostic tools, I have gained knowledge about my style of
communicating with other individuals. There were 12 statements of which I had to respond on
scale ranging from 0 till 100. However, I had computed all the 7 categories. I found that my
score in public was 83.3. My score in meeting was 86. I had score 83.3 in group. Moreover, I had
scored 81.66 in dyad, 82.25 in stranger, 81.5 in acquaintance and I had scored 87 in friend.
However, my total score in self-perceived communication competence was 83.58.From the
results of Self-Perceived Communication Competence, I found that I feel comfortable in
engaging myself in conversing with my friend on one-to-one basis. The scores showcase the fact
that I am comfortable when I have to speak in front of my friends. On the other hand, I feel
uncomfortable to some extent when I have to speak in front of public. I feel comfortable when I
have to speak in meetings. My score in group reflects the fact that I have moderate
communication power when I have to interact in group. From the findings of this particular test, I
can say that my communication power is moderate.
Nonverbal Immediacy ScaleSelf Report

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I believe that nonverbal communication plays a vital role when it comes to business
communication. I have realized that eye contact, body gestures, body postures, body language,
eye contact and facial expression are different forms of non-verbal business communication. I
had accurately answered all the 26 questions in Non-Verbal Immediacy Scale Self-Report. From
the findings of Nonverbal Immediacy Scale Self Report, I have found that I often use my hands
as well as arms when I talk to people. I rarely use a dull voice when I talk to individuals. I
always maintain eye contact whenever I talk to other individuals. I often use different vocal
expressions when I talk to other individuals. My overall score in Nonverbal Immediacy Scale
Self Report is 87. This score reflects the fact that I am a good communicator in both verbal as
well as non-verbal communication. I have the ability to express myself in front of other peoples.
Personal Report of Intercultural Communication Apprehension
From the findings of Personal Report of Intercultural Communication Apprehension, it
has been found that I feel comfortable in communicating with a group of individuals belonging
from various cultures. I love to engage myself in group discussion with individuals who originate
from various cultures. I stay calm as well as stay relaxed when I have to communicate with
individuals coming from diverse cultures. From the results of this particular test, I have noticed
sometimes I become confused when I talk to individuals with different cultural backgrounds.
Sometimes I am unable to express my thoughts in front of individuals with various cultural
backgrounds. However, my total score in Personal Report of Intercultural Communication
Apprehension was 30. This score reveals the fact that I am a poor communicator when it comes
to communicating with individuals originating from diverse cultural backgrounds.
Talkaholic Scale

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There are 16 questions in the Talkaholic scale and I have answered all the questions.
From the findings of Talkaholic scale, I tend to keep quiet when I need to talk. From the results
of this test, I have found that I talk more when there is no need to talk. I have found that I lack
words when there is need to talk. I tend to keep quiet under pressure. Sometimes I talk more than
it is required. I have scored 17 in talkaholic scale. This shows that I am not a talkaholic person. I
only speak when it is needed. In other words, I am an introvert person.
Tolerance for disagreement
There are 15 statements in Tolerance for disagreement. I have answered all the questions
in a correct way. From the results, it has been found that I do not enjoy disagreements in a
discussion because I got to know about different perspectives of other individuals. From the
results of the test, it has been found that I believe that sometimes disagreements are quite helpful.
I have found that my overall score in tolerance for disagreement was 47. This showcase the fact I
have an excellent tolerance for disagreement.
Communication issues
From the above discussion, it has been found that I am facing issues from poor
intercultural communication. The findings of the five different tools showcase the fact that my
introvert nature is restricting me to communicate effectively with rest individuals. However, I
have understood the fact that intercultural communication enables the business firms to establish
a strong relationship with its clients thereby paving the scope of business expansion. I have
understood the fact that in order to establish a good relationship with clients, I have to overcome
my communication issues.

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Reflection of two recent professional interactions
From my past working experience, I can share that I was assigned with the responsibility
of handling calls of international clients. I joined this organization as a Customer Care Executive.
However, I was suffering from lack of confidence as these clients were from different cultural
backgrounds. However, I was also suffering from lack of words. Besides, these international
customers had various moods as well as tome. I, as a Customer Care Executive had failed to
modulate my voice and tone as per the tone as well as mood of the international clients. Not only
this, I had also had suffered from selecting the right word for the client and this created a mess
over the telephonic conversation. The client was already furious when I could not answer
properly to the words of the client though I had understood what the client is trying to say. I had
listened more instead of answering back to the client. This incident has made me realize the fact
that how poor intercultural communication can affect the business in a negative manner.
Therefore, I feel the urge to improve my intercultural communication skills in order to establish a
strong bonding with the clients.
From my past working experience, I can share that I had to failed to interact with people
when I was given the responsibility of hosting a corporate event. I am an introvert person by
nature. I got nervous when I saw so many businessmen, media persons and top executives are
staring at me .As a result, I started stammering which made me feel more nervous. I was
suffering from lack of words. Not only this, I was also suffering from lack of confidence. I was
unable to deliver my best on that particular day. I had tried my best to make this event successful
but I was unable to do so. I had failed to express myself in front of audience and that made me
feel terrible on that particular day. I became silent for few minutes because of nervousness. My
confidence level was extremely low on that particular day. From this incident, I had gained

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knowledge that I need to improve my communication power so that I can socialize with people
very easily and I can succeed in strengthening my relationship with the clients thereby helping
the business to prosper.
Literature Review:
Communication issues
Personal Report of Intercultural Communication Apprehension
In accordance with the opinion of Holmes and Parker (2017), fruitful intercultural
interaction enables the companies to prosper in business by eradicating interaction obstacles such
as language barriers. As opined by Drucker (2017) it is seen that fruitful intercultural
communication helps the business firms to form a strong relationship with the clients thereby
increasing the sales volume of the respective firm. On the contrary, Bargiela-Chiappini and
Nickerson (2014)commented that poor intercultural communication adversely affects on the
sales globally. In accordance with the opinion of Pearson (2017), poor intercultural
communication might led to collapse of a business deal.
Talkaholic scale
According to Fleisher and Bensoussan (2015) effective interaction plays a vital role in
expanding the business operations of the business firms. Communication can be of two types
such as verbal communication and non-verbal communication. In the opinion of Passera
Kankaanranta and Louhiala-Salminen (2017)eye contact, body language, postures, facial
expressions are the different forms of non-verbal communication. Non- verbal communication is
used in business for delivering the specific message to rest individuals. In this regard, Sureka,
Garg and Khera (2018), inability to use non-verbal forms of communication ruins the

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relationship between business organizations and its potential clients. In the opinion of Jin, Liu,
and Austin (2014) verbal communication is used by organizational managers for instructing their
subordinates so that they can achieve their individual as well as company’s goals. Wang, Pauleen
and Zhang (2016) commented that Effective verbal communication enables the organizations to
maintain good relationship with its stakeholders and clients.
Aristotle’ s model of communication
This particular model was developed by Aristotle. This particular model lays emphasis
on speech as well as speaker. It is classified into five components like Speaker, Speech,
Occasion, Audience along with Effect (Shen et al., 2016). It has been noticed that this particular
model is speaker centred communication model. The speaker need to deliver the speech to other
people. On the other hand, the role of the audience is passive (Kernbach, Eppler and Bresciani
(2015). It is seen that it is essential for the speaker to create an impact in the minds of the
audience through delivering the speech. In this context, it can be stated that this interaction
procedure is one way. It is required for the speaker to prepare the speech beforehand as per the
audience as well as the occasion. The speech should be prepared in such a manner that it is
possible for the speaker to persuade the audience through the speech (Law, Buhalis and
Cobanoglu, 2014).
Schramm’s Model
In 1954, this particular model was developed by Wilbur Schramm. Encoding begins the
procedure of communication after converting thought into the content. It is seen that after the
receiver receives the message, he tries his best to understanding the meaning of the message sent
to him by the speaker (Law, Buhalis and Cobanoglu, 2014). It has been observed that if the
receiver fails to understand the meaning of the message, then the message becomes useless. In

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this context, it can be stated that encoding as well as decoding are considered as the most
significant factors of interaction. In other words, each senders along with receivers are liable for
receiving as well as sending messages, It has been noticed that the person who is responsible for
sending messages to the other party is known as encoder. On the other hand, the person who
decodes the message after it is being sent by the sender, it is termed as decoder. In this regard, it
can be stated that conversion of message into basic know-how takes place in the hands of the
decoder. Interpreter’s function is to examine the message (Austin and Pinkleton, 2015).
Shannon Weaver Model:
This particular model is comprising of 4 sections such as sender, channel, message as
well as receiver. Sender is the individual who prepares the message and selects the channel.
After this, sender sends the message. Conversion of messages into signals as well as binary data
takes place in machine used by the sender, which is also termed as encoder (Austin and
Pinkleton, 2015). Medium, which is used for sending message is termed as channel. Conversion
of signals as well as binary data into messages is done by machine which is known as decoder.
Translation of signals into messages takes place in decoders. The individual who receives the
message is termed as receiver and it gives feedback as per the message. Environment, people are
some physical disturbances that does not allows the message get to receiver.
Berlo’s Communication model
This particular model was created by David Berlo. It is also termed as Sender-Message-
Channel-Receiver model. It has been noticed that sender initiates the procedure of interaction
and the message of the sender is associated with interaction skills, attitudes and knowledge. In
addition to this, the message of the sender is also associated with culture along with social
systems. It has been noticed that interaction skills of the person influences the interaction

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procedure and attitude of the sender gets reflected on receiver (Hargie, 2016). After this, sender
immediately sends message to the receiver. It is seen that messages can be of different kinds
such as audio message, video message, or text message. Codes, structure, factors, content along
with treatment are the different components of message (Evans et al., 2017). Five senses of
human beings, telephone or internet are the different channels by which sender sends the
message to the receiver ( Lear, Hodge and Schulz, 2015). These five senses are hearing, seeing,
touching, smelling and tasting. Finally, receiver receives the message, which is sent to the
receiver by sender. In the opinion of Srivastava et al., (2018), it has been noticed that interaction
power, knowledge along with social systems will create same effect if sender and receiver are in
linear process. From the perspective of Gardner (2015) lack of feedback policy is one of the
limitations of this particular model. Since, Berlo’s communication model is a sort of linear model
of communication, both-way communication is not possible (Amin, Abdul-Rahman and Abdul-
Razak, (2016).
Triandis’ theory of interpersonal behaviour
As per this particular theory, there are four factors that determines significant behaviour
in individuals. These four factors are contextual factors, habits, personal capabilities along with
attitudes (Austin and Pinkleton, 2015). On the other hand,Evans et al., (2017) argued that
emotions of skilled professionals at the workstation along with social factors plays a crucial role
in shaping up the interpersonal behavioural approach. Significance of the past behavioural
approach in the present for people is important because it gives a shape to the current
motivation. It has been noticed that habits mediates behaviour by facilitating conditions
(Thompson‐Leduc et al., 2015). It is seen that behaviour of individuals is connected to intentions
of human beings and partly the habitual response. In this context, it can be stated that it is not

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possible for people to avoid situational constraints as well as conditions because intentions of
the people is affected by the social factors, affective factors as well as rational deliberations (
Evans et al., 2017). It has been observed that moral beliefs give a shape to the behaviour of the
individuals. It is seen that emotional drives as well as cognitive limitations is responsible for
moderating the impact created by moral beliefs (Austin and Pinkleton, 2015). Rules, roles as
well as self-concept are included in social factors. Rational-instrumental assessments of
consequences includes positive emotional responses as well as negative emotional responses. In
this regard, it can be commented that people need to interact in a proper manner and interaction
is responsible for giving a shape to the interpersonal behaviour.
Action Plan
From the above discussion, I have identified two major communication issues which are
related to poor intercultural communication and inability to speak in front of public. Therefore, I
am going to prepare an action plan for 6 months with an intention to develop my communication
power.
Short courses
I have decided to opt for short term courses as they areeffective ways that would aid me
to resolve my communication issues. I have decided to opt for professional courses and I have to
finish these professional course within a span of 6 months. I have chosen Assertiveness and
Communication course which is of three months duration and Adult Community Education
course which is of three months duration. Victoria University offers a scope to people aged more
than 18 years to pursue these professional courses. Besides, I would like to join a course named
Cross Cultural communication in order to develop my skills in intercultural communication.
ANU University is offering Cross Cultural Communication toyoung individuals who are aging

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more than 17 years. Cross Cultural Communication is a professional course. Cross cultural
communication is a graduate course I would like to enrol my name on this graduate course. This
course would enable me to develop my communication power. Cross Cultural Communication
would develop my verbal communication. This course will also improve my face-to-face
interaction skills. Moreover, this, course will help me to improve my overall communication
power and eventually it will increase my confidence level.
Reading books
Reading books is another option that would help me to become knowledgeable. Reading
books will also help me to develop my communication skills. I have decided that I will finish
reading a book per week. I will read books written by reputed authors. I have a plan to read
‘Intercultural Communication: A Contextual Approach’ written by James W. Neuliep, ‘A
Language of Life’ by Marshall Rosenberg along with ‘TED Talks’ by Chris Anderson. Apart
from this, I am planning to read Active Listening’ by Emilia Hardman as well as ‘The Power of Self
Confidence’ by Brian Tracy. Furthermore, I have a plan to read ‘Effective Intercultural Communication’
by Evvy Hay Campbell and Susan Greener. In addition to this, I have plan to read ‘An
Introduction to Intercultural Communication: Identities in a Global Community’ written by Fred.
E Jandt.
Personal Journal
I have made a plan to maintain a personal journal in order to record my developments on
a regular basis. In this context, I can say that these records will help me to review my
developments as well as growth. Personal journal would help me to share my personal feelings ,
which will gradually improve my interaction skills. By maintaining a personal journal, I would
be able to maintain self-discipline. I would like to keep personal journals for evoking

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mindfulness. It is seen that I would be able to increase my memory by keeping my personal
journal. By keeping a personal journal, I can be a discipline person. I can increase my emotional
intelligence through maintaining a personal journal.
Identifying a mentor:
If I take help of a mentor, then it will be easier for me to develop my interaction skills. Not only
this, if I take the act as per the instructions of my mentor, it will gradually resolve my mistakes
that I commit at the time of communicating with individuals. Sarah Cox was my school teacher.
She was our English teacher. She used to teach Communicative English in higher secondary
classes. She was an excellent in verbal communication as well as non verbal communication. She
used to give her valuable tips on the YouTube, one of the most popular video-sharing sites.
Besides, she gives private tuitions to individuals who are suffering from poor commununication.
I have decided to join her private tuition during evening. I will attend her classess atleast two
days in a week. I believe that Sarah Cox can help me to develop my communication skills so
that I can interact with any person easily.
Gnatt chart
Set of
Activities
Week 1 Week 3 Week 6 Week 10 Week 16 Week 24
Reading books
Keeping a
personal journal
for
communication
improvement
Taking short
term-courses of
communication
Taking the
guidance of a
mentor for

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developing the
communication
Initiating
implication
communication
for professional
Taking
admission for
graduate
courses on
communication

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Appendices
Appendix 1
Self-perceived Communication Competence Scale (SPCC)

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Appendix 2
Nonverbal Immediecy Scale Self Report

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Appendix 3
Personal Report of Intercultural Communication Apprehension

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Appendix 4
Talkaholic scale

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Appendix 5
Tolerance for disagreement