Improving Leadership and Communication Skills

This assignment focuses on developing both leadership and communication skills. It requires analyzing autobiographies of influential leaders and their critics to understand decision-making processes and conflict resolution. To enhance communication, the plan involves actively participating in presentation sessions and debates for improved question handling and idea exchange.

Running head: EFFECTIVE BUSINESS COMMUNICATIONS
Effective Business Communications
Name of the Student
Name of the University
Author Note

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Table of Content
Introduction......................................................................................................................................2
Diagnosis and Reflection.................................................................................................................2
a). With the diagnostic tools analyzing my own communication style across various areas-.....2
Based on the analysis of the findings, identifying two key communication issues identified....5
Reflecting on two recent professional interaction that I have had within the past 12 months and
Analyzing these interactions from the perspectives of the two key communication issues........6
Literature Review-...........................................................................................................................8
Action plan.......................................................................................................................................8

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Introduction
The following report is based on the reflective practices using a range of diagnostic tools
and feedback. The report goes forward with identifying two different key areas of personal
capability that can be improved. In this report, I have discussed and shown my ability to show
advanced knowledge in written communication. Likewise, in the report, using five different
diagnostic tools I have presented an analysis of communication style across different areas such
as verbal, non-verbal communication and listening communication. In order to demonstrate my
understanding of the results applying to the personal situation, I have presented the findings of
the tools. Based on the analysis of the findings have discussed two significant communication
issue that need development. In the end, an action plan has been provided showing the
techniques of enhancing the skills and abilities.
Diagnosis and Reflection
With the diagnostic tools analyzing my own communication style across various areas-
Communication skills are some of the most significant skills that one needs to succeed in
the workplace. No one communication style is inherently better than another but choosing the
wrong style for a particular audience whether it is one individual or thousand, affect the
listening. Each communication style has its own characteristics; for example, an analytical
communicator could like hard data, real numbers. I have discussed my own communication
skills with five different diagnostic skills in the following.
Diagnostic tool 1:Self-perceived communication competence scale (SPCC)

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I always feel awkward or I find it difficult when it comes to initiate a talk to a group of
strangers. Rather, I find it easy to talk with one single individual I do not know as acquaintance.
On the other side, when I am supposed to start to a conversation in a large meeting of friends.
Likewise, I also find it easy and comfortable when it comes to starting a talk with a friend, in a
large meeting of acquaintances. Compared to acquaintance, I also find it difficult when I am
supposed to start a conversation with a complete stranger. In the case of verbal communication,
some elements such as talk with a group of acquaintance of self-perceived communication
competence tools are similar to my own style of communication. For example, according to the
diagnostic tool of SPCC, my score of starting communication in a meeting is 97 which is
certainly higher the usual or average one. Nonetheless, my score is low when I am supposed to
start a conversation with the strangers. When I start a conversation in a public, my competencies
and ability enable me to convey the message clearly to the audience. On the contrary, I am not
able to start a healthy or normal communication with the strangers because to me, it is important
to learn characteristics and usual reaction to any particular conversation.
Diagnostic tool 2- Nonverbal immediacy Scale
From this particular diagnosis tool, I have found that when it comes to non-verbal
communication I have the tendency to use my hands and arms to gesture while talking to people.
In addition to this, while talking to somebody in non-verbal communication I hardly touch others
on the shoulder or arm while talking to them. I never use a monotone or dull voice while talking
to people. However, sometimes I find it difficult to maintain a relaxed body position when I talk
to people. Thereby, sometime, the discussion leads to unexpected result. In this particular
diagnostic tool, I have scored 88, which is certainly not good according to my expectation. Non-
verbal communication is one of the significant communication areas that I need to improve.

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Diagnostic tool 3- Feelings of making a presentation
My skills of presentation are effective; for example, the visuals in my presentation match
well with the information I communicate and the elements in the presentation help to carry to the
speech. In the presentation, it is important to send a clear and concise message to the audience.
Therefore, at the time of preparing the presentation I think carefully regarding the message I
want to send to the audience. I understand that it becomes easy to describe a presentation in front
of the audiences if I am familiar with the audience, room and space. However, when these things
are not in my favor, I find it little difficult to present the presentation. Moreover, when I am
supposed to send a clear message to my audience through my presentation , I mainly focus on
the major part of the presentation which usually remains in the middle.
Diagnostic tool 4- Verbal Communication
Verbal communication is certainly a significant aspect of communication style. Each
individual needs to become effective in practicing a verbal communication. When I am involved
in verbal communication, I always try to pay attention to the non-verbal cues of the others or the
person that I am talking to. Likewise, I always prefer to understand the ideas of others, which I
also believe in others’ competencies, especially the ideas that are completely different but
effective. Moreover, whether it is a public verbal communication or a group and individual
communication, I always openly acknowledge my errors. In addition, I also encourage the views
of others and for doing so I ask others for critical feedback; so that those feedback helps me to
improve my own strength and weaknesses. Likewise, as I am aware of the impact of my behavior
on others I usually do not prefer to expose myself to any high extent. On the other side, if I do
not like a particular context, I open my disagreement clearly and openly. However, I need to

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enhance the techniques of giving critical feedback, as sometimes I find my feedbacks are
average.
Diagnostic tool- People management skills
It is very certain that I show a same standard or level of behavior that I usually expect
from other. I understand that feedback is a crucial aspect of communication so it is always wise
to wait and observe each element and provide feedback to others. Conflict in the conversation
always leads to negative consequence; therefore, I always avoid the conflict in the
communication. Instead, I focus on preserving the relationship and fulfilling my purpose.
Based on the analysis of the findings, identifying two key communication issues identified
Issues in Non—verbal communication
The above-mentioned findings help to observe that there are certain issues in the non-verbal
communication, which need to be improved. I do not have much vocal varieties, which has a
strong negative influence on my communication style or practice. In addition, I maintain a stiff
personality when I talk to people, which sometimes become an issue in communication. This is
because sometimes I need to become polite and humble while responding to other’s opinion. In
addition to this, while starting or maintaining a conversation I should carry a smile on face to
make other person feels comfortable. However, it becomes difficult for me to carry and maintain
such gesture especially when a conflict occurs in the conversation. Another significant issue I
found in non-verbal communication is maintaining a relaxed body while talking to others. This
needs to be improved as it is always important to carry and maintain a relaxed body expression
while taking part in a conversation. Uncomfortable body expression could distract the
concentration of others involved in the conversation.

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Issues in people management skills
People skills are significant skills required almost in every field of communication. Especially, I
have the tendency to speak first and think later, which is not certainly not required in every
conversation. Sometimes, it is necessary to understand each aspect in detail and then respond to
situation because I experience that earlier reaction could lead to an unexpected consequence.
Another element I found often appears as issue is I study my audiences’ needs and decide what I
want to say and then I figure out the best possible way to solve but it takes a lot of time manage
the entire situation. Nonetheless, above everything, managing a conflict in a meeting during a
conversation certainly becomes a challenge for me. Therefore, I need to develop skills of
managing a conflict in the conversation of a meeting or group.
Reflecting on two recent professional interaction that I have had within the past 12 months
and Analyzing these interactions from the perspectives of the two key communication
issues
Communication issues often occur in every individual’s life and communication is broad
aspect consisting of several issues. For example, in the last June, I had an appraisal meeting with
senior supervisors, where I was supposed to defend my performance against the critical feedback
provided by my manager and supervisors. My supervisors were quite confident about rating me
average. Particularly, some aspect such as my English efficiency, which was also a challenge to
me and due to lack of efficiency in English I could not understand what my supervisors were
saying and similarly I was also failed to present my point. My supervisors raised the issue about
less involvement in the team meeting and consequently, I was rated poorly. Later, I realized that
I should have presented my views more confidently. As I discussed above, I speak firs and think
later in that particular context. I should have understood what the supervisors were saying the in

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the appraisal meeting. I could have explained and defended each point one by one. There was a
state of hesitation in my speech, which made me failed me in the appraisal meeting. My
supervisors insisted on my flaws, as I did not have relaxed body language while I was conveying
my messages.
Another incident I recently came across in my workplace is the internal conflict. I was
the given the responsibility of managing an official trip involving of a group of people of my
organization. As I was the leader of the trip, I called a meeting and explained the things that are
required to be done to avoid disruption in the event. However, few of the group members were
not agree to the plan we arranged. On the other side, some members were against those people in
the group. Thereby, an unexpected conflict occurred in the meeting. The conflict affected the
purpose of the meeting and hence I find myself responsible here because I believe that I would
have managed the situation by listening to them. Likewise, I should have heard each individual’s
opinion regarding the trip. By giving an adequate value to each opinion, I could have managed
the situation. However, due to poor skills of managing people or conflict, I took a lot of time to
resolve the issue and fulfill the purpose. Had I acquire the skills of non-verbal communication
and people skills, I would have managed to these incidents. The major fact that I usually find
difficult in non-verbal communication is that carrying a smile. This means although I concisely
smile a little as well as shake hands with someone when I first tem but it is difficult fake that I
am happy to meet that individual. Moreover, as my career does not involve concise manipulation
of non-verbal signals I find it difficult to suppress them my emotion such as aggression and
happiness.
Explaining the extent are these incidents need the support for personal communication
development

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The issues that I have discussed above are certainly the significant ones because failing an
appraisal meeting is big loss for an individual. On the other side, the conflict can arise in any
situation or event. However, the person involved or the individuals who are faced with non-
verbal communication issues should focus on developing each element of non-verbal
communication. I should indeed develop a timeframe in which I can identify my weak areas and
implement the required strategies to enhance those skills. On the contrary, the people
management skills are also required because the skills of conflict handling help to improve the
efficiency of understanding. Thus, when understanding people or individuals are easy, task of
convincing them for a particular context is also easy.
Literature Review-
Concept of Nonverbal communication
Non-verbal communication as identified by Knapp, Hall and Horgan (2013) includes the
mode of communication that excludes all sorts of verbal communication. Verbal communication
as perceived by the mass comes from the Latin word verbum that roughly means information
sharing by means of words. However, the concept goes far beyond just the use of words for the
information transmission. The verbal communication as defined by Burgoon, Guerrero and
Floyd (2016) is the mode of communication where human being use different mode to directly
communicate the information held by the individual. This can be either word or symbols. The
physically disabled individuals use symbols as their instrument of verbal communication. Hence,
the non-verbal communication is the indirect mode of communication that human transmits
through their range expression either consciously or unconsciously. Fletcher (2013) on the other
hand expressed the concern regarding the importance of non-verbal communication. This can be

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identified as the first step towards interpersonal interaction. The mentioned modes of non-verbal
communication hold the information of the individual’s personality. This communicates the
background information of the individual and the person interacting with the gain a basic
perception. Leathers and Eaves (2015) further supports the view and identified the importance of
non-verbal communication in interpersonal relationship formation. The authors further stretch
their view by identifying implication of the concept in intercultural communication and
relationship building. Remland (2016) on the other hand rejected the idea of non-verbal
communication as a separate entity and believes in the interrelation with the verbal mode of
communication. This is an inseparable part of the total communication process.
Theories of nonverbal communication
A number of scholars over time provided a number of theories of nonverbal
communication. The first noticeable theory of nonverbal communication is the Kinesics theory.
This theory argues that human uses all their senses in the process of communication and the
information is transmitted through the human gesture and movement. These gestures and
movements are coded and patterned in the human culture (Walters, 2016). These codes and
patterns are hereditably transmitted through generation within the culture. Moreover, this theory
identifies the meaning of these gestures within the boundaries of the culture, which can be
considered as meaningless, or may carry different meaning outside that particular culture.
However, Duncan and Fiske (2015) identified the gap within the Kinesics theory of nonverbal
communication. This theory like any other is not free from criticism. Raine (2014) found the
theory culturally biased. This creates and promotes the cultural stereotypes as the gestures used
for communication as described in this theory are culture specific. Hence, understanding the
nonverbal communication between the people in different cultures require different set of

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principles. Additionally, this theory fails in identifying the nonverbal communication in the cross
cultural communication setting where the gesture communication finds its limits.
Another significant theory of nonverbal communication is the theory of proxemics.
According to this theory the gap between the individuals under interaction helps in
understanding the closeness. This is also known as the space theory of communication, as this
theory studies the use of space in the process of communication (Rios-Martinez, Spalanzani and
Laugier, 2015). For example, the space maintained by the spouses while communicating tends to
be much smaller than that of two unknown individual. Understanding the space can
communicate the relation of the individuals taking part in a communication. Moreover, this
space can vary depending on the place and environment. For example, the space tends to
increase while the communication takes turn into an argument. Hence, according to this theory,
the space maintained the individuals taking part into a communication transmits powerful
message about the person and relationship maintained with the other people. Firdose and Brito
(2016) on the other hand criticised the theory of proxemics by stating that it is too generalised to
formulate any specific idea. Moreover, the theory to some extent fails to be proven as some
particular type of communication behaviour can possibly be measured using this theory.
Moreover, the theory of proxemics promotes cultural stereotypes by identifying the difference
between the cultural norms in communication. This limits the usability of the proxemics theory
in diversified cultural backgrounds. However, this theory is widely used with certain cultural
modification. However, the usability of this communication limits in hte cross-cultural
communication.
According to Wigham and Chanier (2013), nonverbal communication can be considered
as the important part of human behaviour that helps in managing the life’s significant tasks. The

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authors’ work also identified three primary sources of nonverbal that are inherited neurological
programs, experience common to all members of the species and experience that varies with
specific culture, class, family or the individual.
Nonverbal communication skill assessment
The crucial mode of non-verbal communication as identified by Wigham and Chanier
(2013) are facial expression, eye contact, gesture, movement, posture, orientation and first
impression. These are the behaviour developed in an individual that helps them in developing a
non-verbal mode of communication with the person under interaction. The development of these
skills helps in developing standard nonverbal communication, which ultimately supplements in
improving the communication between the individuals. Nonverbal Immediacy scale proposed by
Albert Mehrabian in 1970 helps in identifying the efficiency of the individual in nonverbal
communication process (Kennedy et al, 2015). This communicates the results and the level of
skill developed by the individual.
People Skill
Current business scenarios require a high degree of people skill. People skill as explained
by Thompson (2015) is the ability an individual holds that helps them in listening,
communicating and relating to other on a professional or personal level. It also incorporates the
problem solving abilities under pressure, empathy for the others and likings to work together for
a greater good. Some of the good people skills as identified by Tyagi (2013) communication,
empathy, conflict resolution, patience and tolerance. A combination of these skills helps one in
managing both the professional and personal life. However, as defined by Thompson (2015) the
skills that falls under people skills cannot be learnt. These are the talents one develops by birth

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and no amount of practice can make one learn these skills. However, Hansen (2009) argues
differently and identifies these skills as learnable. According to the author, people skills are
developed in the developmental phase of life. Various external environmental determinants play
active role in developing the people skills. These can be upbringing, education, practice etc.
However, according to the author, these skills can also be developed in the later phase of life
with extreme practice.
Action plan
Type of activities Current performance Things I need to
improve
Time required
Undertaking a short
course on
communication skills
Although my verbal
communication skills
are effective enough to
deal with the people of
different cultural
background; however, I
should pay more
attention to my non-
verbal communication
skills. Sometimes, I find
it difficult to understand
the body language or
body expression of
other individuals.
Particularly, I need to
I need to develop my
listening skills because I
realize that to resolve
someone’s issue I need
to listen to that person
carefully. This I can
improve by listening to
speech given by
somebody or listening
to a speech played on an
audio device. I need to
do this or attend the
session on a regular
basis.
It might take six months
to generate a positive
outcome.

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pay a little more
attention to listening
skills because I found
many situations, where I
did not catch or
understand what other
individuals are saying.
A reading plan on
problem solving and
decision-making skills
The above-presented
evaluation indicates that
I am not skilled enough
to manage a conflict.
Conflict occurs due to
miscommunication and
issues that remained
unresolved for long.
Presently, I am not
efficient enough to
resolve conflict due to
poor decision-making
abilities.
Firstly, I need to
develop my problem
solving skills and to
resolve problems I need
to take decision. I need
to go through an auto-
biography of some big
leaders and the critics. I
need to read how the
leaders would take
decision and resolve the
conflict.
This might take 3
months to accomplish.
Presentation skills Presentation a broad
area where each element
I would or explain in
front of the audience
should be clear and
concise. However, there
I need to do improve
this skill by attending
more sessions where
presentation would be
demonstrated.
Moreover, I also need to
The implementation of
this activity might take
6 months..

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are some elements such
as understanding
someone’s question and
provide him/her with
appropriate answer in
the presentation is a
difficult task.
take part in different
debates and
argumentative sessions
where I would get the
opportunity of sharing
and exchanging ideas.
Table 1: Action Plan

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References
Burgoon, J. K., Guerrero, L. K., & Floyd, K. (2016). Nonverbal communication. Routledge.
Duncan, S., & Fiske, D. W. (2015). Face-to-face interaction: Research, methods, and
theory (Vol. 3). Routledge.
Firdose, S., & Brito, R. (2016). CBrain# 95: Proxemics Data Analysis and Social/demographic
limitations.
Fletcher, C. (2013). 1 6 IMPRESSION MANAGEMENT IN THE SELECTION
INTERVIEW. Impression management in the organization, 269.
Hansen, H. (2009). STTS: Powerful People Skills: How to form, build and maintain stronger,
long-lasting relationships. Marshall Cavendish International Asia Pte Ltd.
Kennedy, J., Baxter, P., Senft, E., & Belpaeme, T. (2015). Higher nonverbal immediacy leads to
greater learning gains in child-robot tutoring interactions. In International conference on
social robotics (pp. 327-336). Springer, Cham.
Knapp, M. L., Hall, J. A., & Horgan, T. G. (2013). Nonverbal communication in human
interaction. Cengage Learning.
Leathers, D. G., & Eaves, M. (2015). Successful nonverbal communication: Principles and
applications. Routledge.
Raine, M. (2014). The style of gestures: Embodiment and cognition in literary narrative
(rethinking theory)[Book Review]. Parergon, 31(1), 185.