Effective Business Communication: Reflection, Diagnosis, and Review

This report delves into the realm of effective business communication, examining various diagnostic tools such as the Johari Window, assertive interviews, talking therapy, communication style questionnaires, and strength cards. It analyzes the findings of these tools and identifies key communication issues, including language barriers and unwillingness to cooperate. The report reflects on recent professional interactions, highlighting the impact of these issues. A comprehensive literature review explores concepts like listening problems, accent and fluency difficulties, and the influence of poor communication on individuals. The report recommends strategies for mitigating these challenges, culminating in a detailed action plan designed to improve communication effectiveness. The report emphasizes the importance of self-awareness and proactive measures in fostering successful communication in professional settings. The appendices include tutorial results from multiple weeks, providing supporting data and insights.

Running Head: EFFECTIVE BUSINESS COMMUNICATION
Effective Business Communication
Name of the Student
Name of the University

1EFFECTIVE BUSINESS COMMUNICATION
Table of Contents
Introduction......................................................................................................................................2
1. Reflection and Diagnosis.............................................................................................................2
a. Five Diagnostic Tools with Respect to Communication.........................................................2
b. Findings of the Tools and Their Analysis................................................................................3
c. Two Communication Issues.....................................................................................................5
d. Reflection on Two Recent Professional Interactions Encountered in Past 12 Months...........6
2. Literature Review........................................................................................................................7
Concepts of Focus or Listening Problems and Trouble with Accent or Fluency........................7
Theories and Models of Communication....................................................................................9
Effect of Poor Communication on Individuals..........................................................................10
Recommending Strategies for Mitigating the Challenges.........................................................11
4. Action Plan................................................................................................................................12
Conclusion.....................................................................................................................................16
References......................................................................................................................................17
Appendix........................................................................................................................................21
Appendix 1: Week 1 Tutorial Results.......................................................................................21
Appendix 2: Week 2 Tutorial Results.......................................................................................23
Appendix 3: Week 3 Tutorial Results.......................................................................................26
Appendix 4: Week 4 Tutorial Results.......................................................................................29
Appendix 5: Week 5 Tutorial Results.......................................................................................31

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Introduction
Communication is a form of exchange of ideas between two individuals and is generally
based on linguistics and behavior. However, certain modes of communication can also be used as
diagnostic tools for the purpose of mental therapy to certain individuals. Hence, communication
is also a powerful tool that can aid the mental healthcare of certain individuals and also the
children who require special attention for regular growth and mental development (Austin &
Pinkleton, 2015). There are several communication tools that are being used for therapy purposes
that include Johari Window, various questionnaire type interviews and others. They have various
methods of application and the selection of the tools depend on the mental condition and
requirements of the individual.
In this assignment, diagnosis through communication has been discussed along with
some diagnostic tools that are used widely for the therapy of the individuals.
1. Reflection and Diagnosis
a. Five Diagnostic Tools with Respect to Communication
Several communication based diagnosis tools are being used for mental therapy of
individuals as well as the children who require special mental boost for their normal growth and
development. Some of the diagnostic tools used for the purpose are Johari Window, Assertive
Interviews, Talking Therapy, Communication Style Questionnaire and Strength Cards. All of
these tools have been effectively used by therapist for curing mental problems of individuals
around the world.

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b. Findings of the Tools and Their Analysis
Johari Window – Johari Window is a diagnostic communication tool that was first
developed by Joseph Luft and Harrington Ingham (hence the name JO-HARI). Johari window is
generally used for those individuals who need to realize about their relationships with others as
well as themselves. The Johari window technique involves four windows or quadrants namely
Arena, Façade, Blind Spot and Unknown and a list of adjectives that the subjects and their peers
have to choose (Fan et al., 2015). The adjectives will be chosen that are most suitable to describe
the individual under therapy. The individual and his peers select the adjectives from different
sets and after the completion of the selection process; the adjectives are arranged in the four
quadrants. From the arrangements of the adjectives, the subject learns about the adjectives
chosen by his peers and he realizes the sides of himself that was not known to him sufficiently.
Hence, Johari window is more of a self-realization therapy that is used for those mental patients
who fail to recognize themselves properly in terms of their own characters (Arnold & Boggs,
2015). Johari window is applied for some children who need to know about their own
characteristics in order to gain self confidence that they need to grow and perform well in
learning activities.
Assertive Interviews – Assertive interview is also a type of diagnostic tool of
communication that is mainly applied for those individuals who do not express their feelings and
thoughts frankly – they need strong assertion or pressure in order to open up and express their
problems and feelings. Assertive interviews may be done through questionnaire format in
slightly affected patients or through oral interviews where the subject is interviewed face to face
by the physician (Greenaway et al., 2015). Assertive interviews comprise of a number of
questions that are assertive in nature and the subject is to answer them correctly in order to

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receive the therapy. However, the number of questions and the intensity of assertion depend on
the mentality of the patient and his willingness to open up in front of the physician. Assertive
interviews are also used during criminal investigations and the suspects are generally put under
strong assertions so that they open up and provide necessary information.
Talking Therapy – Talking therapy is another diagnostic communication tool that can be
used by anybody even in a domestic environment for therapy of certain individuals. Talking
therapy is basically a general communication along with some questions and answers that are
being tactically used so that the subject speaks out and communicate with the therapist (Hobart-
Porter et al., 2015). Talking therapy generally involves queries about issues faced by the subject
for treating his psychological disorder or emotional challenges that he faces every day. Talking
therapy is also termed as counseling and the entire process is done through number of sessions
without intervention of any other peers or individuals.
Communication Style Questionnaire – This diagnostic tool is generally used for self
evaluation of the subject though answering a series of questions that are provided to him in the
form of questionnaires. Generally, the questionnaire contains a number of questions along with
three or four answers, one of which will be chosen by the subject that he feels best to be his
reaction to the case provided in each question (Reese et al., 2017). Based on all the answers
provided by the subject, the therapist can assess and evaluate the mental condition of the subject
and provide suitable recommendations accordingly. The questionnaires may be of two types –
passive and aggressive. The passive questions only aim to extract general answers from the
subject without providing much stress whereas the aggressive questions strongly target the inner
thoughts of the subject who are then forced to speak out the truth even though unwillingly.

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Strength Cards – Strength cards are generally used for the diagnostic therapy for children
who require special attention for personal and mental growth and development. These are a set of
cards on which a particular strength is written along with a pictorial illustration of an animal. The
cards are used by the children’s tutors and parents in order to remind them of their personal
strengths in order to build up their confidence and discover their own strengths (O'hagan et al.,
2014). If the children are able to discover their strengths quickly, they will be able to perform
better in the learning sessions as well as learn about the moral values that are required from any
individual.
c. Two Communication Issues
In spite of the availability of all the tools and methods of communication, there still
remain a number of communication issues that reduce the benefits of the same. Two
communication issues faced that require development are as follows.
Language Barrier – One main problem regarding the communication diagnosis is the
language barrier. Often the subject and the therapist do not share a common language and hence,
the therapist is unable to convey a certain message to the subject in order perform the therapy
process. In order to avoid the language barrier, often English is used as the most common
language (Meuter et al., 2015). However, in certain areas that mostly includes the rural parts of
some countries, the subjects do not have sufficient English vocabulary and hence, for these
individuals, communication based therapy is very hard to perform. One possible solution in order
to avoid extreme language barrier is to use sign languages that are generally understood by all.
Another possible solution is to use certain translation softwares that are able to translate any
language to a local or regional language efficiently.

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Unwillingness to Cooperate – Some subjects are often extremely unwilling to cooperate
with the therapist mainly due to severe mental condition. Such subjects are often very hard to
break as they do not easily open up to talk and express their feelings. One possible solution is to
use assertive type interviews although sometime, extreme assertion can negatively affect the
subject and can further deteriorate his mental health (Shockley-Zalabak, 2014). These subjects
are extremely difficult and handle and hence, suitable care should be taken and the process
should be extended over a large period of time so that the subject slowly start to respond to the
diagnostic communication.
d. Reflection on Two Recent Professional Interactions Encountered in Past 12
Months
From the analysis and personal experience from professional interactions in past 12
months, it has been found that both of these issues, i.e. language barrier and cooperation
problem, are significantly present that need further development for aiding the patients who
require therapy through communication tools. As mentioned above, the help of software can be
taken to resolve the issues and provide better communication diagnosis. There are many
translation softwares available that can translate a text in any language in no time (Tee, Low &
Matizha, 2015). Again for the asserting interviews, the process can be undertaken through the
use of the internet. Many people open up a lot easier in the virtual media rather that verbal
communication. Hence, virtual interaction is an alternative solution to the face to face interview
process if it does not work for certain subjects.

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2. Literature Review
Concepts of Focus or Listening Problems and Trouble with Accent or Fluency
According to McCabe and Timmins (2013), the communication techniques may
contradict at certain condition while listening to others as the same situation might be being
faced by the individual listening to others who is having conversation about the same topic.
Other possibility might be that the individual listening to others just keep it all to himself
regardless of expressing views on the personal experience. He or she might not feel proper to
hurt the facing individual through crossing their talks or he might think of avoiding then conflict
through hiding his or her feelings or he or she might be upset at the same moment. These
situations can be put on the category of the communication error and the individual could feel
guilty of such mistakes and many of the individuals feel guilty without noticing that they are
guilty. Price et al. (2015) explained that consequences of such communication take a toll and
such miscommunication could lead to pain, frustration, and resentment. Every facet of the life
could be improved in an effective and easy manner if the individuals are not having relational
issues. Improvement in the relationships, landing better job, feel much understandable are some
of the better and beneficial aspect for the individual having proper communication through
proper learnings.
Taylor and Hamdy (2013) explained the problems that will be raised due to
communication errors between the family members could be easily magnified and thus could
lead to various other problems. For example, interaction, addiction related, and substance use
could easily affect this communication. A proper and better communication includes talking to
the point, expressing the feelings with statements with proper “I” designated in manner to make
sure that he sentences are easy to understand by the individual listening to the topic. Speaking for

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individual himself despite of talking for others can be another measure for a better
communication and leading a better life. Tong (2014) explained that not focusing on the traits
rather emphasizing on the behaviours is another important factor for enhancing the
communication skill in manner to eliminate the conflict and make the facing individual
understandable about the facts that the individual is trying to make them understand. These are
the facts that could be helpful for the individual to express their feelings and understand the facts
that other individual trying to convince or the individual could easily convince the facing
individuals.
However, Bramhall (2014) said that for certain subjects who are not willing to respond to
the therapy process, application of the diagnostic tool is much more difficult. It requires months
of conviction and assertion to finally open up the subject who will then share the problems and
challenges faced by them mentally and emotionally. For these subjects, regular communication
modes do not work even though their peers and the therapists try to convince them to share
views and problems. For this particular problem, Heinrich et al. (2016) suggested the use of
assertive type interviews that uses application of certain amount of pressure through the use and
choice of questions. With the application of assertion, the subject may start to feel vulnerable and
finally cooperate with the therapist. Bahadori, Shiri & Mahdizade (2015) suggested the
application of interactive softwares for the purpose of convincing the subject in opening up to the
therapist. In this process, there is no verbal interaction between the therapist and the subject.
Using the interactive software, the therapist enters some questions with some choices of answers
(generally three to four) and the subject is required to enter the interactive session at a certain
time. During this session, the software displays the list of questions and their answerable options

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to the subjects. Berland and Berland (2017) argued that this process will be much easier since
most people are vulnerable to interaction in virtual media than face to face communication.
Bradbury‐Jones et al. (2014) explored about more applications of communication therapy
and have published work regarding the therapy of the non-verbal people, especially the children.
Often these non-verbal children lack confidence and feel inferior in front of other children in
home as well as schools. The authors said that communication therapy can be effectively used in
order to build confidence in these non-verbal children and convince them they are just as good as
the other children. For the therapy purpose of the non-verbal children, sign languages can be
used. However, if they are able to read and write normal language, then regular communication
tools can be used although they should be interactive in nature instead of just regular interview
process. The therapist has to ensure that the children in question properly respond to the
interactive session so that the effect of the use of communication tool can become evident.
Theories and Models of Communication
According to Thomson et al. (2015), effective communication process requires
application of proper technique that suits the need for both the communicator and the reader. The
communication process has certain attributes that need to be fulfilled so that the exchange of
ideas between the two participants in successful. The attributes include language, assertion,
nature of idea communicated and others. As per the authors, unless these attributes are satisfied
there can be no effective communication. As per Sonntag et al. (2016), language is the most
important attribute for effective communication. The communication process must be done in the
same language understandable by both the communicators involved or through an intermediate
medium through which the communication idea is being translated in a language understandable
by the recipient.

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According to the works of Delerue & Sicotte (2017), effective communication can
produce a large number of benefits in addition to just exchange of ideas. The primary
requirement for communication is to send an idea from one person to another but the mode of
communication and the choice of words can do a great deal of benefit or damage to a particular
individual. Hence, proper communication process can be used as a mode of therapy for those
subjects who require special attention and care. Communication can also be effectively used to
aid the learning processes of the children so that they understand the ideas well and grow and
develop naturally. As per Drake & Ring (2016), communication is now widely used as a
diagnostic tool for various counseling procedures where subjects participate in order to gain
advice regarding solution to their mental problems.
Effect of Poor Communication on Individuals
A healthy balance between the aggressive communication and passive communication
could be referred through the assertiveness as the individual needs to understand his or her needs
and must advocate them to meet the needs. Compromise can be defined when the individual
listens to other, acknowledge their statements and respect the feelings and statements of other
individual expressing his or her feelings (Tran, 2016). A single statement or sentence can be
expressed in three different forms including aggressive, passive, and assertive and this could be
happened through using different tone. Basic thought, Body language, Language style, and
consequences are some of the situations that an individual need to express in his or her life span.
These thoughts and statements could be delivered in all the mentioned style if any of the
situation is expressed in different style. Better practices and learnings about such techniques and
objectives could be an effective measure for the individual to communicate and express his or
her feelings in the real world.

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Saxena (2015) provided some of the effective techniques of the communication that
could be helpful for the individuals to communicate and express their feelings in the real world
as such problems could lead to many stresses and other problems. Within a family, it is important
to have an effective communication between the family members and it could act as “preventive
maintenance, reassuring family members that they care about each other and appreciate each
other's efforts.” Good everyday communication could be helpful in making it easier to bring up
requests whenever needed, bring up the issues those could lead to conflict, and resolve those
issues related to the conflicts. Co-occurring disorders could affect the communication between
the family members in many ways such as it could take extra and additional efforts for the
individuals to aware every individual to play their role in the respective sector. There are many
situations in which an individual within the family might feel resist to talk while feeling
depressed or might feel angry or irritable while having a discussion on any topic.
Recommending Strategies for Mitigating the Challenges
Dolan (2017) in their works stated that communication therapy is easier to apply when
the subject cooperates with the therapist and willingly seeks the help of communication therapy.
For this purpose, there are several communication techniques available including Johari window,
assertive interviews and others that aim to help the subjects in rediscovering their own characters
and gain confidence to overcome mental problems. Some of the diagnostic tools have also been
effectively applied on subjects who are under drug abuse or emotional problems. On the other
hand, diagnostic tools like strength cards are effectively used by various kindergarten and lower
schools for the personal development of the children.
Ghaferi & Dimick (2015) said that choice and selection of the communication tool is
necessary in order to aid the therapy of the subject. The authors have raised concern that in many