Effective Business Communication Report: Diagnosis, Plan, and Analysis

This report delves into the realm of effective business communication, beginning with a self-diagnosis and reflection on the student's current communication skills, assessed through various diagnostic tools such as self-perceived communication competence, intercultural communication apprehension, and public speaking anxiety. The analysis identifies areas for improvement, particularly in public speaking and intercultural communication. A literature review then explores key concepts like intercultural communication and self-perceived communication, drawing on scholarly articles to provide a theoretical foundation. Finally, the report culminates in a detailed action plan, outlining specific steps the student intends to take to enhance their communication abilities, address identified weaknesses, and foster more effective interactions in professional settings. The report emphasizes the importance of adapting communication styles to diverse audiences and situations, highlighting the impact of communication skills on workplace performance and career advancement.

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

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Table of Contents
1. Diagnosis and reflection:.............................................................................................................2
2. Literature review:.........................................................................................................................6
3. Action Plan:...............................................................................................................................12
Reference List:...............................................................................................................................16

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1. Diagnosis and reflection:
a. Communication skill is one of the most effective factors based on which one individual
can make an effective interaction with another at the workplace (Goetsch & Davis, 2014). While
interacting with the coworkers I need to render more flexibility on my communication skill. As
a result, people belonging to various geographical backgrounds and attitudes do not show their
reluctant attitude in performing well towards the services. In order to evaluate my
communication skill I have used five diagnostic tools. Based on the scores collected from those
diagnostic tools I have decided to improve my skill of communication. I have used the diagnostic
tool of self-perceived communication competence. This very specific tool implies on how can
communicate with different kinds of situation. As per general point of view, a human being is
comfortable in maintaining an effective communication with a specific situation. It is undeniable
that I have to face different kinds of situation at my workplace. However, as per the evaluation
sheet of self-perceived communication competence, it is inevitable that I do not have to face
barriers in maintaining an effective verbal communication if it is surrounded with known
person.
After evaluating personal report of intercultural communication apprehension, I have
evaluated how much I am competent in communicating with the people of various cultural
backgrounds and attitude. While working within an organization I may have to deal with the
people of diverse cultural backgrounds and attitudes. In this kind of situation, I may have to face
innumerable language barriers, psychological barriers and cultural barriers. If I have to face
difficulties in communicating with the cross-cultural people, I can use non-verbal

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communication as well. Non-verbal communication implies that written communication,
communication through facial expression, body language and so on.
Personal report of public speaking anxiety implies on how a communicator becomes
nervous while delivering speeches in front of public (Leathers & Eaves, 2015). Large number of
people from different psychological backgrounds is present in a public sphere. Therefore, I as a
speaker have to become very much conscious while delivering speeches. In this very specific
study, I have observed that my active listening skill would have to be strong while proving
speeches in front of public. I have to respond effectively in being connected to the people. In the
evaluation sheet, I got average score in Personal report of public speaking anxiety that signifies
I get nervous in communicating with the people.
While evaluating my non-verbal immediacy scale report I have observed that I have to
face several challenges in maintaining a non-verbal communication with my co-workers in the
business field. Non-verbal communication is not competent enough in maintaining effective
communication with each other. In this kind of situation, people from various geographical
backgrounds and attitudes have to face difficulties in providing good services. As I am
associated with a multinational corporation, I have to face innumerable challenges in maintaining
effective communication with every people of different cultural. In this situation, I have to use
my hands, body language, gesture and attitude, facial expression and so on. By using the
diagnostic tool of talk-aholic scale, I have evaluated that my assertive perception skill is good. I
can keep my mind cool at any kind of sudden crisis. As a result, I have control on my speech as I
can decide where I should react and where I should keep quite.

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b. Therefore, I would have to show equal competency at everywhere so that both the
speaker and the communicator can respond equally. After evaluating my self-perceived
competence skill I have scored 60 in communicating with public, 63 in meeting, 70 in Dyad, 75
in group, 50 in stranger, 50 in acquaintance, and 92 in friend. Therefore, it is inevitable that I do
not have to face any kind of communication issue while interacting with my friends. On the
contrary, my stranger communication is very low that shows I am not comfortable enough in
interacting with a stranger. At the same time, it is very much prominent that my group
communication is also is not very poor. In meeting, I have received an average score.
However, after analyzing intercultural communication apprehension sheet I have
scored 45. This very specific score implies that I have average skill of competency in
communicating with the people of various cultural backgrounds and attitudes. I have personally
observed that I have to face difficulties while talking with the cross-cultural people. Whenever I
fail to convince my own point of view, I like to use non-verbal communication for maintaining a
transparency between sender and receiver. However, in order to survive within the organization I
may have to face innumerable challenges in communicating with my colleagues. I get nervous
while showing my views and thoughts with the people of different culture. As a result, I fail to
express my point of view properly that can be effective for another person. In addition, my
thoughts become jumbled up while communicating with diverse cultural people. In this kind of
situation, it becomes very much difficult for me to manage the situation. This kind of
incompetency can prevent in getting promoted for better position.
In Personal report of public speaking anxiety, I have scored 99, which is moderate. I
could have scored better for enhancing my communication skill in public instead of being
nervous. In addition, people of various geographical backgrounds and attitudes are associated

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within the business organization. Therefore, any kind of anxiety and nervousness can highly
affect my entire performance level. In non-verbal immediacy scale report, I have scored 87,
which is not very low. It can be highlighted that I have good non-verbal communication skill that
can easily help me in communicating with the people of different cultural backgrounds. In
talkaholic scale, I have scored 27, which is good for a performer and communicator. While
filling up the evaluation sheet I got to know that I have a control within way of speaking. I know
very well where should I react and where I should keep my reaction controlled.
c. After analyzing the five diagnostic tools, I have identified two major communication
issues that I have to rectify. I have identified that my Self-perceived communication
competence is not sufficient for taking any kind of office burden. On the other hand, as a
performer I should know how to react in different situations. In order to be an efficient employee
I may have to face immense challenges in various situations. Therefore, I should have that much
of skills and competency based on which I can deal with the situation effectively. I have
observed that taking with a friend regarding any issue does not bother me enough. I can be
flexible even in talking within a group. I can easily share my experience while my business
manager likes to make an effective group discussion. However, at the same time, my public
communication skill as well as communication with the strangers is a major barrier for me. I
cannot perform well while interacting with stranger. As a result, at my own workplace I have to
face challenges in making an effective rapport with new colleagues.
At the same time, my intercultural communication skill is also very low. With the help
of an effective intercultural communication skill, I can easily interact with the people of various
psychological backgrounds and attitudes. In this kind of situation, organization would be able to
maintain an effective cultural diversity. Employees do not get fatigued in performing well.

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However, I have observed that different languages and communication approach is a major
barrier for me in rendering good performances. While talking with a person from other religious
background, I always feel nervous and afraid. As a result, the communication between the sender
and receiver remains ineffective.
d. In this very specific part, I can share my own experience on how I have faced difficulties in
communicating with my new colleague at workplace. That specific person was from different
religious backgrounds. As a result, I had to face immense language barrier while interacting with
that person regarding business issue. In this kind of situation, my business manager tended to
show dissatisfaction on the performance of both. We both failed to deliver effective services due
to the customers due to communication gap. As a result, the performance level was getting
decreased day by day. Another experience was related to delivering speech at meeting. I was
instructed to give a presentation in front of business manager in a meeting. There, I realized that
my Self-perceived communication competence is extremely low. I was fumbling while giving
the presentation. Due to the lack of confidence, I ultimately failed to convey the message to
business managers. As a result, they intended to show immense dissatisfaction towards me.
Business mangers instructed me to re-present the format so that they can understand my point.
After that particular incident my team lead did not approach me for any kind of presentation. My
organizational image was hampered immensely.
2. Literature review:
The concept of inter cultural communication:
Numerous eminent scholars have provided their own opinion regarding the importance of
inter-cultural communication. A business organization is constituted with the people of various

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cultural as well as psychological backgrounds and attitudes. Therefore, the role of an efficient
employee is to communicate with every individual coworker effectively. Arnold and Boggs
(2015) stated that employees need to exchange necessary thoughts and views at the workplace. If
an individual employee is not able to share information within workplace, the entire customer
service system gets affected. A particular work floor is constituted with the people of various
cultural people. Therefore, language barrier and psychological barrier becomes a major concern
for the employees.
Daim et al. (2012) opined that an individual while interacting with the employees of
diverse cultural backgrounds couldn’t make effective decision. Their psychology and way of
perception differs from one point to another. As a result, business managers become confused
which specific views they should give priority and which one they would like to reject. Bovee,
Thill and Raina, (2016) stated in this context that effective communication is highly significant
for getting good performances. If the employees have to face difficulties for maintaining a proper
communication with each other due to language barrier, they can use non-verbal communication
as well. One of the most specific reasons of maintaining non-verbal communication is
maintaining transparency. Roble (2012) stated that employees can express their views and
thoughts through written communication, facial expression, specific posture and so on. As a
result, they can transmit necessary messages regarding meeting the business target. As per the
opinion of Kurtz, Draper and Silverman (2017), several positive effects are there in inter cultural
communication. The business managers can gather immense views and thoughts from the point
of views of various employees. As a result, they do not have to struggle in taking effective
decision regarding the business goal.
The overview of Self-perceived communication:

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The overarching term self-perceived communication is the concept on how an individual
likes to react under different level of circumstances. A business environment is constituted with
different kinds of situation. Employees may have to take innumerable burden sometimes in order
to maintain a balance between demands and supply. At the same time, an individual employee
has to face various meetings, group discussion sessions, friends, strangers and so many. Mascle
(2013) opined that an individual is comfortable in maintaining effective communication under
one specific circumstance. Whenever this specific individual has to face different level of
situation, the person intends to react in a negative manner. However, in this very specific study
Self-perceived communication implies that individual should be comfortable in maintaining
effective communication under any kind of situation. As per the opinion of Brink and Costigan
(2015), an individual is very much comfortable in making effective interaction with friends. On
the other hand, when that specific individual is trying to attend a business meeting numerous
barriers occur suddenly. On the other hand, it is very much easier for an individual in
maintaining an effective communication in a group. Similarly, it is very much difficult for
making proper communication with a stranger. Therefore, the flow of communication of an
individual is highly dependent on situation as well as environment.
Wilton (2012) opined that while working in a specific organization an individual
employee has to face various phases. Attending meetings, group discussion, training session are
the part of professional life. On the other hand, employees may have to meet numerous strangers
for business purpose. In this kind of situation, they would have to be accustomed with every
single environment. Communicating in one specific situation may hamper the efficiency of a
professional. Therefore, this specific individual would have to be very much proficient in every
situation.

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The importance of effective communication in a workplace:
Different eminent scholars have provided their point of view regarding the importance of
effective communication in a workplace. Keyton et al. (2013) stated that proper communication
maintains a transparency based on which an individual can deliver the services. If a specific
message between the sender and receiver were not transmitted properly, the entire
communication method would fail. In this very specific study, the importance of maintaining
effective communication is discussed properly. As per the point of view of Rosemann and vom
Brocke (2015), effective communication can help the business managers in taking collective
decision as well. With the help of an effective communication, an individual can exchange their
way of perception. As a result, managers can make strategic decision.
As per the opinion of Novik and Podgórecki (2015), proper communication enhances
workplace rapport among the employees. People of diverse cultural backgrounds and attitudes
are primarily associated with a specific organization. Therefore, the role of a business manager is
to make an agile work environment at the workspace. Participating on the group discussion and
different organizational activities can help business employees in making effective
communication with each other. Employees get more opportunities to get accustomed with the
culture of each other. As a result, employees can maintain a unity at the workplace. Sometimes,
language barrier can become a major hindrance for workers in maintaining proper
communication effectively (Eggenberger, Heimerl & Bennett, 2013). In order to overcome any
kind of language barrier the employees can follow non-verbal communication as well for
overcoming communication gap.

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Royle and Laing (2014) opined that communication leaves a major impact on gaining
customers’ attention as well. If the employees fail to communicate with the customers properly
the organizational, profitability is hampered. However, non-verbal communication is not
effective enough in maintaining proper rapport with the customers. Employees having
communication issue can attend proper training and development session. As a result, the
business employees can get a scope to enhance their professional skill and competency. An
effective training session can help the individuals to get accustomed with the culture of each
other as well. Chiang, Goes and Stohr (2012) opined that employees intend to skip sharing
necessary information to each other. In this kind of situation, a proper development session can
help an individual in enhancing their skill of interaction. This professional development skill
may help to enhance the competency of employees in delivering proper services to the
customers. As per the opinion of Kinicki and Kreitner (2012), an effective communication acts
as a bridge between service providers and service users.
Laswells’ model of communication:
Laswelle’s model of communication is constituted with five stages that include “who,
says what, channels, to whom and with what effect”. This Business communication model
implies that a person while transmitting messages would be able to communicate with the help of
proper channel. If an individual is sufficient enough in delivering the message in proper time the
receiver can decode the message. If the receiver can revert the message with proper logic and
relevance, the entire purpose of communication is successful.

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Figure 1: Lasswell’s Communication Model
(Source: Baruah, 2012)
In this very specific model, Laswell has emphasized the fact that the receiver would like
to provide a positive response only when the sender can transmit the message properly. Deepa
and Seth (2013) stated that cultural barrier, language barrier, psychological barrier are the
specific reasons due to which the organization is not able to deliver the message properly to the
sender. In a business organization, employees are from different geographical backgrounds and
psychological attitudes. In this specific situation, sender may not be successful in transmitting
the message properly.
As a result, people of various geographical backgrounds and attitudes fail to
communicate with each other properly. As per the theory of Lasswell, sender while encoding the
message tends to select a proper channel. While attending the business meeting managers may
have to face language barrier. In this situation, that specific person intends to use a proper
translator with the help of which the delivery of messages can be continued in an effective
manner. If the business managers have to face immense difficulties in dealing with the

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employees a proper training method can help in enhancing communication skill (Shuayto, 2013).
Managers should have multilingual flexibility based on which the person can communicate with
every single employee equally. The role of an efficient business manager is to provide equal
response to every single employee.
Literature gap:
The entire literature review has provided in-depth overview about the various aspects of
communication and different communication tools. The importance of maintaining an effective
communication has also been depicted in this specific study. Different eminent scholars have
provided their opinion about the importance of proper communication at the workplace. A
business organization is constituted with the people of various cultural as well as psychological
backgrounds and attitudes. Therefore, the role of an efficient employee is to communicate with
every individual coworker effectively. Therefore, language barrier and psychological barrier
becomes a major concern for the employees. A particular work floor is constituted with the
people of various people from different religious as well as psychological backgrounds and
attitudes. If an individual employee is not able to share information within workplace, the entire
customer service system gets affected. However, this specific literature review is not devoid of
some of its major drawbacks as well. The study has not focused to discuss the various factors
that highly affect effective way of communication within a specific business organization. The
study has not depicted the major ways on how communication barriers can be overcome.
3. Action Plan:
An action plan is the set of activities based on which I can take an immediate step based
on the issue faced at the workplace. In this very specific study, communication has been

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identified as a major issue. With the help of this very specific action plan, I have tried to make an
effective presentation on how the issue can be resolved with the help of various activities. In the
following table, I have presented those activities in order to render an effective solution.
Serial No. Activities Start Date End Date Duration
1. Making an approach for training to
human resource manager about the
communication gap
06/10/2018 08/10/2018 3
2. Formulation of aim and objectives of the
training
09/10/2018 10/10/2018 2
3. Identify other persons who needs training 11111/2018 20/10/2018 10
4. Using tools for interacting with the trainer 21/10/2018 24/10/2018 4
5. Data collection from trainers’ feedback 1/11/2018 3/11/2018 8
6. Data analysis 02/11/2018 07/11/2018 7
7. Evaluation of the training program 08/11/2018 10/11/2018 3
8. Go back to the work floor 11/11/2019 15/11/2018 1
Table 1: Time horizon of the Action plan
Source: Created by the author

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0 1 2 3 4 5 6 7 8 9 10
3
2
10
4
8
7
3
1
Duration
Graph 1: Gnatt Chart
(As created by the Author)
In order to enhance the communication skill an action plan has been prepared. In the very
first stage, I can raise an issue to the human resource manager that I am facing difficulties in
communicating with the people of various geographical backgrounds and attitudes. I can identify
the name of those persons who need and effective training and development session with me.
Human resource managers can provide us an efficient trainer for enhancing our professional skill
and competency. HR managers can provide the trainer appropriate tools and properties with the
help of which training and development session would be conducted. Emergence of technology
is one of the most effective tool based on which the entire training would be conducted. The
human resource managers should provide available technological resource so that employees do
not have to face challenges in receiving the training session. After receiving the training session
appropriate data should be collected from the trainers in order to know the way of progress.
Based on the feedback received from trainers the performance of the trainee would be evaluated

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as good or bad. As a result, I would be able to understand I should continue my training session
or I should proceed for the workplace. After receiving an effective feedback from the trainer, I
would like to evaluate my own competency and performance. If I can get an effective feedback
from the trainer, I would like to go back the work place again in order to deliver an effective
services to the customers.

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