Business Communication Evaluation, Action Plan, and Analysis

This report provides a comprehensive analysis of business communication, focusing on self-assessment and the development of an action plan. The introduction highlights the importance of effective communication in the workplace and the use of various communication tools to identify skill issues. The first section evaluates five diagnostic tools, including the Self-Perceived Communication Competence Scale (SPCC), Personal Report of Intercultural Communication Apprehension (PRICA), Nonverbal Immediacy Scale-Self Report (NIS-S), Personal Report of Public Speaking Anxiety (PRPSA), and Talkaholic Scale, reflecting on the findings of each tool. The report then identifies two key communication issues: difficulties in understanding body language and interpreting others' viewpoints. A literature review supports these findings, emphasizing the importance of non-verbal communication and perspective-taking. The final section outlines a detailed action plan to address the identified communication problems, aiming to improve professional interactions and overall communication effectiveness.

Running head: BUSINESS COMMUNICATION
Effective of Business Communications
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
Introduction......................................................................................................................................3
1. a) Evaluation of the diagnosis and reflection..............................................................................3
b) Findings of the test by using the communication tools...............................................................6
C) Discussion of the two communication issues.............................................................................8
d) Discussion of professional interaction........................................................................................8
2. Literature Review........................................................................................................................9
3. Action plan.................................................................................................................................15
Conclusion.....................................................................................................................................18
References......................................................................................................................................19

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Introduction
Communication is a crucial thing in the workplace. It helps the professionals to improve
them personally and professionally. However, to improve the communication skill it is important
for the individuals to use the different communication tools (Karanges et al., 2015). This will
help them to detect their skill issue and to improve their communication skill. This study deals
with the analysis of the communication style to identify the strength of my communication skill.
The first section of this study, five diagnostic tools are described, which help me to analyze my
own skill. These will help me to identify the issues regarding my communication skill. In section
two a literature review will be discussed based on the communication problems. I have to
identify my two communication issues in this study. In the final section, an action plan will be
generated based on my identified communication issues.
1. a) Evaluation of the diagnosis and reflection
Discussion of the five diagnosis tools those are associated with the communication
Effective communication is required in the workplace as it helps an organization to
maximize their productivity and to run their business smoothly. In an organization, employees
have to communicate with the customers as well as the management. For this purpose, they need
to understand the exact way of communication. In order to understand the strength of the
communication skill, five tools are used in this section. As for example, Self-Perceived
Communication Competence Scale (SPCC), Personal Report of Intercultural Communication
Apprehension (PRICA), Nonverbal Immediacy Scale-Self Report (NIS-S), Personal Report of
Public Speaking Anxiety (PRPSA) and Talkaholic Scale.

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Self-Perceived Communication Competence Scale (SPCC)
This is a good communication tool that highlights on the way through which; an open
communication can improve the relationship in a workplace. Open communication involves in
sharing information and collection of the feedback from others. Application of Johari window is
helpful in the context of business to develop the leadership skill and an effective team. This tool
is beneficial for the employee to improve their relationship skill and it is useful for the
individuals to grow themselves personally and professionally (Berland & Berland, 2017). An
individual can use the tool to enhance their self-esteem and self-awareness besides reducing the
anxiety. Application of this tool in the workplace helps the individuals to interact with their co-
workers. This tool is divided into four panes. In the first pan, there is account about Arena and
this is associated with the features that are perceived by the peers. In the second pan, this Façade
and people have no idea about this adjective. The third pane is known as blind and this highlights
on things that are thought by other people. The last pan is termed as unknown and it shows the
activities of the subjects (Saxena, 2015).
Personal Report of Intercultural Communication Apprehension (PRICA)
This is an effective tool to identify the communication skill of an individual. This tool is
helpful to detect the communication that a child obtained from his or her childhood (Ntoumanis
et al., 2017). Questionnaires that are used in this tool are associated with the past experience of
the individuals. This tool is helpful to recognize the ability of the people and to encourage them
to enhance their communication skill. However, this tool is beneficial to enhance the learning
ability and to detect the communication strength of the individuals in their professional sectors.

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By using this tool the individuals get the opportunity to understand the strength of their existing
communication skill through giving a test. Relator, socializer, analyzer, and director are the
major communication styles that are evaluated by this tool. The questionnaire of this tool is used
to diagnostic the ability of the individuals’ communication. Such questions reveal the degree of
the assertiveness in the context of an individual.
Nonverbal Immediacy Scale-Self Report (NIS-S)
This test focuses on the ability of the individuals to communicate and formulate the
thought and opinion of others in a direct, clear and non-aggressive process (Sims, 2017). This
tool is beneficial to improve the assertiveness skill. As due to lack of assertiveness skill an
individual may fail to reach their goals and potential. Assertiveness is mandatory to run in a right
manner and to take control over the human activities. Assertive communication includes three
types of communication such as assertive style, passive style, and aggressive style
communication. In the assertive style, people believe that they have the right to communicate
with others and others have also the same rights. On the other hand, in a passive style of
communication people feel hesitation to express their feelings in front of others. Finally, in an
aggressive style people are not able to understand the others feeling. However, application of the
assertive questionnaire tool individuals can share their feelings and understand the viewpoints of
others.
Personal Report of Public Speaking Anxiety (PRPSA)
Interpersonal communication skill is used in daily life to interact with the people. A wide
variety of interpersonal communication skills are required to improve the interaction process
(Arnold & Boggs, 2015). As for example, listening, understanding the sign language and

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questioning are the major interpersonal skills. By using this tool the individuals are able to
understand the emotional intelligence and manage the emotions of others. This tool includes
reflective types of questions. Application of this tool enhances the workplace interaction. An
individual can make a clear communication based on the answer of the people. This
communication skill is helpful to reveal the choice of others and their emotions.
Talkaholic Scale
This tool is helpful to exchange the idea between the two participants and each
participant has an impact on the other participant. Non-verbal communication is a vital area of
the interactive communication. By using Talkaholic Scale the individuals are able to learn the
communication process through different ways. The exact and role of sender and receiver can be
understood with the help of this tool (Walther & Valkenburg, 2017). This makes an individual as
an effective communicator. Various communication channels such as written, verbal, sign
language and face-to-face interaction are used in this communication process, which enhances
the communication ability of the individuals.
b) Findings of the test by using the communication tools
Findings from the Self-Perceived Communication Competence Scale (SPCC)
As per this test I have to get an idea about my Façade side that is known to me while
other people have no idea about it. My Façade quadrant is composed of able, calm, confident,
energetic and extroverted. In the unknown quadrant, I found that I am adaptable, bold brave,
caring, intelligent, logical, reflective and intelligent. However, I do not have an idea of myself
based on such unknown parameters. My co-workers are not aware of by Façade side while the

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adjectives of my behavior that are present in the unknown quadrant may not be identified by
others.
Findings from Personal Report of Intercultural Communication Apprehension (PRICA)
I have been found that I have auditory communication styles, which ensures good
listening power. I prefer to talk through spoken language rather than written language. I always
try to discuss my problem with other that helps me to get a quick solution. Auditory
communication skill helps me to listen to other people properly, which is beneficial to get a clear
idea of what people are saying.
Findings from Nonverbal Immediacy Scale-Self Report (NIS-S)
This questionnaire test states that I rarely hesitate the problem that concerns me the most.
I can share my issues with other people. As per the given scenario, I am not introvert and never
hide my concern and feelings. I always exhibit my issue and am comfortable with face-to-face
interaction. If I disagree with others opinion then I am completely free to express it.
Findings from Personal Report of Public Speaking Anxiety (PRPSA)
Based on the results of the above mentioned tool I have found that I face difficulties to
interpret the word of other people. As a result, misunderstanding occurs. I am not able to take the
things based on the other's perspectives. With the little insight, I am able to behave accordingly if
someone feels uncomfortable with a topic. I need to improve my insight.
Findings from Talkaholic Scale
As per the Talkaholic Scale, my score is 70 out of 100. If the score is between 61 to 70
then the communication skill is sound. I need to identify the areas of improvement to enhance

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my communication skill. According to this score, I need to develop my communication in order
to develop me professionally.
C) Discussion of the two communication issues
Based on the communication tests I have two communication problems one is to
understand the sign or body language and the second are to understand the viewpoints of others
as I have little insight. In order to make an effective communication, it is crucial to understand
the sign language of people (Caughlin & Basinger, 2015). On the other hand, to make an
effective communication individuals need to think based on the other’s perspectives.
d) Discussion of professional interaction
I have faced an issue at my workplace last month. A client is unable to speak clearly and
she was showing sign language. However, I was unable to understand her body language and
facial expression, which resisted me to interpret the messages of the client. Evaluation of the sign
language is crucial to interpreting the message properly (Walther & Valkenburg, 2017). In
another scenario, I was dealing with a customer regarding the service issue of my workplace.
However, I was telling him about the issues of our delivery process but I was not able to interpret
the issue from the customer’s perspective due to my little insight. This hindered me to satisfy the
customer on that day as I failed to understand his perspective.

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2. Literature Review
Evaluation of the two communication issues
Difficulties in understanding the body language
Non-verbal communication is necessary besides the verbal communication. In order to
interpret the message properly, it is important for an individual to understand the verbal
communication and the body language of a person. However, by making a eye contact and
analyzing the facial expression an individual is able to understand what the opposite person is
saying. Body language analysis enables an individual make an effective communication with
others (McKean et al., 2017). Facial expression is a crucial part of the non-verbal
communication. This helps the individuals to pretend the emotion of one while communicating
with others. On the other hand, by following the body language one is able to ensure that
whether another one is able or not to understand the message.
Without using the non-verbal communication individuals are not able to understand the
emotion of a people. By reading the voice of people an individual is able to improve their body
language. However, by analyzing the tone or sound of the voice an individual an individual is
able to improve their communication level (Jackson, 2014). For the professional development, it
is important for an individual to adopt non-verbal communication skill besides the verbal
communication. This will enable them to make a clear conversation and with the people and
interpret the messages properly.

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Problem in interpreting the other’s viewpoints
Little insight of the individuals often resists them to interpret the word of others as well
as to understand the viewpoints of others (Ameen, 2017). However, often the employees are not
able to understand the things based on the other perspectives. Everyone has a tendency to show
their own viewpoints during the communication. This is a big drawback of the communication
skill. It is important to understand and give value to the other perspectives while interacting with
others. It is crucial to listen actively what others want to say. To be an active communicator
showing value and concern to the other’s word is necessary. It is important to analyze the things
based on the other viewpoints as it helps an individual to reduce the misunderstanding during the
communication. A misunderstanding occurs is one is fail to understand the viewpoints of others
(Johnson, Veitch & Dewiyanti, 2015). For effective communicators, a strong insight is required
while communicating with people as it helps them to interpret the emotion and feeling of others.
In order to interpret a delivered message in a proper way, exact interpretation is necessary.
However, if individuals do not understand the viewpoints of other then it will be difficult for
them to interpret the messages from the communication.
Analysis of the theoretical perspective of communication
Communication accommodation theory
This theory focuses on the behavior of the individuals during their communication. This
theory describes that people adjust their communication style to other people to make an
effective communication (Giles, 2016). Such change can be done in both verbal and non-verbal
communication process as trough divergence and convergence process. Divergence is associated
with strong ethnic pride. On the other hand, convergence is associated with the powerless

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individuals. This highlights on the social approval and development of a matching
communication style of the individuals with whom the person wants to speak. However,
application of this communication style is helpful for those persons who are not able to
understand the viewpoints to other. This communication style helps those persons to give value
to other’s perspectives by adjusting the communication style.
Communication theory framework
Different viewpoints are associated with the communication theories. These are as
follows:
Psychological viewpoints
According to this theoretical perspective, communication is not only just the flow of the
information from the sender to the receiver (Mortensen, 2017). It is a mixture of the emotion,
feelings, and thoughts of the sender, which is delivered to the receiver. After decoding the
information the receiver gives reaction against the message of the sender.
Social viewpoints
This viewpoint reveals that communication is a simple interaction between the sender and
receiver. The communication process is based on the content of the speech. It reflects how an
individual interacts.
Mechanistic viewpoints
This viewpoint highlights that communication is considered as the transmission of the
information between the two individuals. One is considered as the sender and another is
considered as the receiver in the communication process.

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Critical viewpoints
According to this viewpoint, communication is a way that allows an individual to express
his or her authority and power. This enables the individuals to share their feelings with other by
delivering some meaningful words (Mortensen et al., 2017).
Systematic viewpoints
According to this viewpoint, communication is a process through which a message is
interpreted by the individuals and they reinterpret it with generating a conclusion over their
viewpoints.
Models of communication
Aristotle model of communication
This is an important model of communication, which helps to improve the
communication skill of the individuals. As per this model, the speaker plays an important role in
the communication process. However, the sender or speaker takes a vital charge to communicate
with the receiver (Dupree & Fiske, 2017). During the communication, the speaker should be
careful about the words that they deliver to the receiver. However, a speaker needs to understand
the viewpoints of other while talking to someone.
The speaker needs to select the words wisely while communicating as it is helpful to
reduce the misunderstanding between the sender and receiver. On the other hand, the speaker
needs to give scope to the opposite person to express their viewpoints. Individuals have to keep
the capacity to give value to others. Application of this model will be helpful for the individuals
to understand the perspectives of others and analyze the things according to the viewpoints of