Effective Business Communication: A Self-Reflection and Action Plan

This essay presents a self-reflection analysis of communication skills based on various diagnostic tools. It identifies key communication issues, including anxiety in public speaking and low tolerance for disagreement. The essay then delves into a literature review exploring relevant theories and concepts, followed by an action plan outlining strategies for improvement over six months. The action plan includes maintaining a personal diary, attending communication courses, practicing mental techniques, reading relevant books, and participating in public speaking courses. The essay concludes by emphasizing the importance of continuous learning and development in communication skills.

BUSN20017 Effective Business
Communication
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Table of Contents
Introduction................................................................................................................................3
1) Diagnosis and Reflection.......................................................................................................3
2. Literature review....................................................................................................................5
3. Action Plan.............................................................................................................................7
Conclusion..................................................................................................................................8
References..................................................................................................................................9
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Introduction
Communication is one of the key aspects that are being used to share your views with the
other person in a normal or a business environment. Communication plays a significant role
in establishing a better understanding of the things and to avoid any misinterpretations. The
presented essay is the self-reflection analysis in regards with communication skills on the
basis of information that is being generated from the different diagnostic tools. The issues of
the communication which I need for the development of my communication are anxiety in
public speaking which gives presentation in regards with the low tolerance for disagreement
(Kaul, 2014). Apart from this, in this essay, there will also be description of the literature
review that will focus on key theories and concepts in relation with issues of communication.
With the support of this reflection process, knowledge regarding different activities can be
gained that will be implemented by me in handling issues of communication. All such
activities will be reflected in the action plan after reviewing the literature. Here five different
diagnostic tools will be used to make analysis of the communication in different situations of
communication. Presentations of findings will also be there in regards with the different
tools. The score of the each diagnostic will also be included in the essay. On the basis
regarding the analysis of the findings, there will also be identification of the issues of
communication. In the end, conclusion will be presented on the basis of the action plan that is
being undertaken in 6 months to acquire behaviours, skills, and knowledge.
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1) Diagnosis and Reflection
I have made utilization of distinct diagnostic tools in order to make an analysis of my
communication in different situations. Description of all such tools are being defined as
follows:
Self-Perceived Communication Competence Scale
This communication tool indicates that how an individual makes an analysis of their own
competencies of communication being confronted by different situations of communication
with receivers array. The self-perceived communication competence scale refers to the scale
to measure the competency of an individual to gain an understanding of a variety of
communication with a variety of receivers. As per the results of this communication scale, I
am very comfortable when I talk with my friends and have one to one interaction. On the
other hand, I am not much comfortable while talking in large meetings, group and in public
(Grunig, 2013). As per the results from Personal Report of Communication Apprehension, it
has been analysed that I am uneasy in meetings and public speaking. Overall communication
score of my apprehension was 70 from which it can be depicted that there is a situation of a
moderate level of communication. The anxiety score for public speaking makes a
demonstration that moderate level of anxiety is being experienced by me at the time of
presentation which is in coordination with the scores of the apprehension report.
From the score of the different options, proper analysis will be made in this style of
communication. The score of 71 shows that I am not easy with the strangers in talking as it
has the lowest score. A score of 72 shows that it is also not easy for me to talk to a large
group of friends also. The highest score i.e. 85 shows that I am most comfortable in talking
with my friends. As per the low scores of public speaking anxiety, I think I need to have
some improvement in various areas of communication and I feel that by doing such thing, it
will give an advantage in improving my business communication skills to minimize anxiety
level from moderate to low. I also tend to avoid disagreements and conflicts in my skills of
interpersonal communication and will try solving issues in a best possible manner. By having
a reflection on the anxiety of public speaking, at the time of presentation, an example will be
provided regarding a situation that happened a few months back. I was operating as a
manager in the manufacturing industry. I was asked to give a presentation on the findings
regarding the improvement in the marketing and sales procedure with the support of different
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mediums. I was given a duty to present implementation of such procedures in the group
meeting. Before meeting takes place, I was nervous as I knew that I am not comfortable in
group gatherings to the various senior-level managers, having limited knowledge of the
several administrative tasks. Furthermore, by having a judgment in regards to my last
experience, senior-level managers want an audience and this thing gives pressure to me to
make communication and make delivery of presentation as accurately and clearly as possible.
Although I was fully prepared for the presentation, I was having difficulty in concentration
and remembering what I need to be delivered.
The second instance in regards to the issues of communication is in relation to talking with
the large meeting of friends in the same company. The task which was given to me does not
belong to me, however, in order to avoid an argument with the managers, I completed the
task. This is considered as one of the examples regarding my behavior so as to avoid
communicating disagreeing view in regards to an issue with another party. I want to clearly
avoid interpersonal conflict through submissive behavior. Now having the reflection on the
situation, a presentation can be made in regards to the solid argument by having evidence so
as to give support to my views, which will not lead to the conflict.
Nonverbal Immediacy Scale Self Report
The tool of communication is the Nonverbal Immediacy Scale Self Report. Nonverbal
immediacy is defined as the cues or behavior that develops positive feelings for the person.
This tool is being defined as one of the most appropriate measures of nonverbal closeness as
self-report. Alpha reliability gives the estimation of around .90 that must be expected. This
kind of measure has maximum face validity in comparison with previous instruments as it is
having much more diverse item. Predictive validity of the tool is also excellent. While
making utilization of such tool, it is very significant to make a recognition that difference in
such self-reports among males and females is socially and statistically significant (Conrad &
Newberry, 2012). If such differences are real (i.e. females are more immediate then males
nonverbally) or social desirability process (females are more immediate then males) or actual
behavior function has not determined. From the questionnaire, it has been analysed that the
score of 1 shows that I do not make use of dull or monotone voice while making conversation
with the people as well as I also don't avoid making eye contact when I talk with other
people, this shows that there is full confidence in me, due to which my communication skills
are not having many issues.
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By having the score of 2, it has been defined that I don't do various things like touching other
individuals while having a conversation, looking on the other side when I talk with them,
frowning at the time of talking, Tensed body position and low voice while talking. This also
shows not much problem is there in my communication. The highest score of 5 shows that
very often gesture is being used by me while having a conversation, which is a problem in the
communication skills of mine and due to this nonverbal immediacy tool will support in
developing my communication skills.
Personal Report of Intercultural Communication Apprehension
The third tool of communication is the Personal Report of Intercultural Communication
Apprehension. As per this tool, there is the development of the measures in order to address
apprehension of communication in the context of the intercultural conversation. This type of
instrument is much better than all the other instruments for the purpose of communication.
However, the tool is in relation to all the other tools. This gives the suggestion that the
communication apprehension intercultural is one of the category of general communication
apprehension (Sigmar et. al., 2012). Estimation of alpha reliability must be above .90 being
finished by native English speakers, although they should be low when this kind of
instrument get translated into another language as translations are mostly less perfect. From
the lowest score of 2, it has been analyzed that I am not tensed and nervous while
communicating and engaging in the group discussion with people of different culture. The
highest score of 4 shows that I am comfortable and get involved with people of different
culture. Also, I am very calm and relaxed while making interaction with individuals of
various culture.
From the analysis of this tool, it has been interpreted that I am comfortable in talking with the
people of different culture. There is no such problem when the conversation is made with
individuals from the different nations. Individuals of different nationalities are having a
distinct culture. This tool of communication is supporting me in addressing issues in
intercultural communication.
Talkaholic Scale
The last tool of communication is the talkaholic scale, is a tool for compulsive
communication. There are many people who are there for talking and are very verbal. They
face difficulty when they are quiet in the in front of other people. As these individuals are
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talkaholics and high talkers, they are not the kind of people that are being referred by other as
the one who talks much. The term talking too much is being used for the people who say such
things which another person don't want to listen or the people who are inappropriate
communicators (Bargiela-Chiappini & Nickerson, 2014). This is a qualitative reference
instead of quantitative description. It has been determined by the research that more an
individual communicate, that person is evaluated positively by others. They are being seen as
the leader as they are positive and competent.
From the analysis of the questionnaire, it has been finding out that I don't talk too much and
only talks when I need to and I am quiet at the situation when I think there is some advantage
to me. Generally, I am not a much talkative person and make conversation in the situation of
communication.
On the basis of the above findings in regards with different communication tools, it has been
analysed that the main communication issue with me is I hesitate while making
communication with people in a group and also with the strangers. Another issue is I am not
much talkative and sometimes keep quiet when I need to talk.
2. Literature review
As per American Speech-Language-Hearing Association, (2016), it has been analysed that
communication is the key that is needed in every situation to share your views as well as
knowledge of the various other persons. Communication takes place between two or more
members through different means. It has been analysed from the study that there are some
issues in my communication skills like communication with a large meeting of people and
strangers and the other I used to keep quiet when I should talk.
According to Arnold & Boggs, 2015), understanding regarding oneself and how preference is
made will support a person with valuable information in regards with style of personal
communication and why a person gets well with few people and no other people. Adaption of
responses to an individual can support the process of communication to flow in an easy
manner. Psychology can be supportive in assisting an individual regarding the understanding
of the impact of self-system and the manner in which there is the significance of self-esteem.
Nørgaard et. al., 2012, said that interpersonal communication is being termed as the
procedure through which meaning, information, and feelings will be exchanged with the
support of non-verbal and verbal messages. This kind of communication is also called face to
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face communication. It is not just regarding what is said but how it has been said as well as
the non-verbal messages that are being sent with the support of body language, facial
expressions, voice tone, and gestures. As per Martin & Nakayama, (2013), when more than
two people are in similar place and aware of the presence of each other, then there is
communication no matter how unintentional or subtle. Without the speech, an observer will
be making use of facial expressions, dress and posture cues to make an impression regarding
intentions, personality, emotional state, and role. There is no intended communication is
there, but individual receive message with the help of such non-verbal behavioural form.
According to Claret et. al., 2014, there are various elements regarding interpersonal
communication like the communicators, message, noise, channel, context, and feedback. In
communicator, there is the requirement of at least two people for any type of communication.
It makes involvement of a sender as well as receiver but a problem associated with this
process is that it is just one way. Message nit just means speech that is utilized for conveying
information but also the exchange of non-verbal message like body language, expression etc.
Nonverbal behaviour supports in transferring additional information in regards to the spoken
message. Noise is having special meaning in the theory of communication. It defines
anything that distorts the message. Feedback carries various message returned by the receiver
that allows the sender to know how accurately message is received. Each and every type of
communication get influenced by the context where it takes place and in the last channel is
defined as the physical means through which message get transferred from a person to
person. Nørgaard et. al., 2012, said that with the support of the interpersonal communication
issues of communication skill like not able to talk with strangers can be solved. Many people
get engaged in some type of interpersonal communication regularly, many times, how well
we make communication with other is the main measure of interpersonal skill. This kind of
communication is a major life skill and could be utilized for collecting and giving
information, influencing the behaviour and attitudes of other people, maintaining
relationships and forming contacts, create world’s sense, understand needs of others and
express personal needs, receive and give emotional support, solve problems and make
decisions and regulate power.
The art of communication is defined as the leadership’s language. One cannot achieve
anything important in life unless and until he is having good proficiency in regards with
effective communication. Hence, it can be said that, good communication is the key for
career and personal success. With the support of different communications styles and skills
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another issue like not talking where I must talk will get solved in an effective manner.
Understanding in regards with types of competencies and communication skill will be
important for a person in a personal as well as professional life. Interaction by making use
necessary competencies and skill to have interaction with other is required no matter in which
business you are. As per Kaul, 2014, skills in regards with verbal communication are very
significant and should be honed, especially in a job where there is requirement of much
interaction. In order to make clear communication, there is a requirement of straightforward
language which is neither too simple nor flowery. High level competency of communication
deals with persuasive speaking and such skills are required management level people.
According to Bargiela-Chiappini & Nickerson, 2014, non-verbal communication is very
difficult for many people. It makes involvement of the cues and body language that are being
provided while listening to the speaking of someone else. Those who are in position of the
customer service must have highly developed level of competency in listening. Head nod,
inclination towards speaker and different facial and body expression let a person know that
the other person is hearing or listening.
As per Efremov et. al., 2013, there is another communication competency is written
communication. Proper use of grammar, spelling in a professional manner are some of the
significant competencies in which a person should be mastered. It is very important while
having deals with public or a group with the support of written communication. People judge
other in a manner they write and it is very significant to make sure that there must be
professional written communication. Among all such types of communication, there is an
involvement of individual competencies subset of style. There are many chances where a
person will be having good skills in verbal communication but is not good in writing skills.
Time should be taken for developing all skills in an equal manner. The particular
communication style is also very significant. There are various communicator who are
inspirational and upbeat while other ones are subdued and quiet. The communication style
must match information tone which is imparted. All such styles of communication will be
needed to compete in the selected communication area.
3. Action Plan
After the identification of the issues of the communication requiring development, an action
plan has been created by me for the coming six months to solve various issues. Firstly, having
a personal diary will give various advantages in the whole procedure to keep me on track
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regarding my achievements and where I can make reflection of my own progress. After the
six month time, the diary will play a significant role to have identification of the areas where
there is an improvement and if some problems are there, I will work on them, this diary will
act as a framework in regards with the future plan. Secondly, by attending some of the
communication course and programs will support me in the development of my
communication skills. There are various courses in the different universities that are used for
studying various competencies and skills and that supports in the development of my
theories.
Various strategies, as well as mental practices, are being used in a successful manner for the
improvement of performance. On the basis of such evidence, I will make integration of such
practices in my action plan to make a reduction in the apprehension of communication by
making visualization of the coming situation of communication for which I am anxious and
wants to relief level of stress. I also want to consider literature in regards to interpersonal
conflicts and communication apprehension. Different books have been chosen by me that will
support me in the development of the communication. I will also participate in the public
speaking courses to make a reduction in the anxiety of public speaking as well as to gain
knowledge regarding how to prepare myself for different presentation at a different place in
an effective and efficient manner. This kind, of course, will also give advice regarding how to
be aware and monitor non-verbal communication being used by me. Apart from this, I will be
provided with the advice on how to make the structure of the speech. All such activities, as
well as their time required in conducting them, will be mentioned in Gantt chart.
I think the best manner to make an evaluation of my progress after completing six months
will be the presentation in the workplace and the university as well as the feedbacks which I
received. It also thinks that gaining learning regarding communication is the lifelong
procedure, hence, there must be the application of the interpersonal communication skills
whenever a chance is being given to a person.
Jun-Jul Jul-Aug Aug-sept Sept-oct Oct-nov Nov-dec
Maintainenece of diary
Communication courses
Mental practices
Reading books
Public speaking course
Figure: Gantt chart of an action plan
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The above Gantt chart shows different activities that will be undertaken by me for the
purpose of developing and increasing my skills of communication. With the support of all
such activities, there will be growth in the skills due to which my communication issues will
get solved in a proper manner. The Gantt chart and the action plan will help in the completion
of different activities and the tasks in an effective and timely manner as per the time duration
allocated to each of the activities.
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Conclusion
As per the above report, which has been presented, a conclusion can be made that in this
report a brief description of the different communication diagnostic tool that is being used by
me to gather information on different problems and issues of communication will be
presented. Communication can be measured by different tools and this variety of tools helps
in the determination of the competency of an individual to establish a better understanding.
The two major issues of communication that has been found out are anxiety in public
speaking as well as less talking where I must talk more. Two of these issues are in relation to
different communication style and theories like interpersonal skills and verbal as well as non-
verbal communication. Interpersonal communication is in the wide area, the literature review
in the report focuses on the different type of communication, interpersonal communication,
its element as well as factors that are in relation to my communication skills. The different
types of communication that are being discussed here will support the development of my
skills and theories. Development of my skills will eventually assist in my overall
development and growth and will also develop my career. The report has focused on the
different communication tools and the issues that can be considered as a hurdle for the
effective communication process.
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References
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language pathology.
Arnold, E. C., & Boggs, K. U. (2015). Interpersonal Relationships-E-Book: Professional
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Bargiela-Chiappini, F., & Nickerson, C. R. (2014). Writing business: Genres, media, and
discourses. Routledge.
Claret, J. V. B., Moreno, J. L. G., Molinero, S. I., Egan, J. V., & Corella, A. B. (2014). U.S.
Patent No. 8,885,689. Washington, DC: U.S. Patent and Trademark Office.
Conrad, D., & Newberry, R. (2012). Identification and instruction of important business
communication skills for graduate business education. Journal of Education for
Business, 87(2), 112-120.
Efremov, A. N., Stanganello, E., Welle, A., Scholpp, S., & Levkin, P. A. (2013).
Micropatterned superhydrophobic structures for the simultaneous culture of multiple cell
types and the study of cell–cell communication. Biomaterials, 34(7), 1757-1763.
Grunig, J. E. (Ed.). (2013). Excellence in public relations and communication management.
Routledge.
Kaul, A. (2014). Effective business communication. PHI Learning Pvt. Ltd..
Martin, J. N., & Nakayama, T. K. (2013). Intercultural communication in contexts. New
York: NY: McGraw-Hill.
Nørgaard, B., Ammentorp, J., Ohm Kyvik, K., & Kofoed, P. E. (2012). Communication skills
training increases self‐efficacy of health care professionals. Journal of Continuing Education
in the Health Professions, 32(2), 90-97.
Sigmar, L. S., Hynes, G. E., & Hill, K. L. (2012). Strategies for teaching social and emotional
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