Business Communication: Analysis, Reflection, and Action Plan

This report provides a comprehensive analysis of business communication skills, utilizing various diagnostic tools to assess verbal, non-verbal, and presentation abilities. The report includes a self-assessment, identifying strengths and weaknesses in communication styles and presentation skills. It delves into the identified issues, such as anxiety in public speaking and lack of preparation, and supports the analysis with a literature review. Furthermore, the report proposes a detailed action plan for improvement, focusing on enhancing presentation skills, increasing comfort in public speaking, and improving overall communication effectiveness. The goal is to enhance professional development through improved communication strategies. The report concludes by summarizing the key findings and reiterating the importance of effective communication in a professional setting.

Running head: BUSINESS COMMUNICATION
Business Communication
[Name of the Student]
[Name of the University]
[Author note]

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Table of Contents
Introduction:...............................................................................................................................2
Discussion:.................................................................................................................................2
Diagnosis and Reflection:..........................................................................................................2
Identified Issues:....................................................................................................................6
Literature review:.......................................................................................................................7
Action plan:..............................................................................................................................12
Conclusion:..............................................................................................................................14
References:...............................................................................................................................15

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Introduction:
Communication mainly refers to the process in which the information is conveyed
from one entity or group to some other group or entity. In communication there are several
barriers and this includes the “lack of attention”, “cultural differences” and many more. Thus
it can be stated that effective communication is something that can be stated that effective
communication is something that can be used for the purpose of removing the barriers in
communication so as to make sure that the entire data is conveyed to the listener and also
makes sure that there is no type of misconception (Shockley-Zalabak, 2014). The
communication mainly includes verbal as well as non-verbal type of communication.
Nonverbal communication mainly includes the expression of emotional as well as mental
stress of the listener as well as the speaker my making use of facial or body language (Bovée,
Thill, & Raina, 2016). The main constituents of this report are the diagnosis along with the
reflection of the different communication styles which mainly includes the verbal, non-
verbal, active listening and assertiveness. For the purpose of improvement of the
communication a literature survey has been done along with a suggestion regarding the action
plan has also been done in this report. The main purpose of this report includes the analysis of
the effective communication skills along with the identification of areas in the
communication that would initially be requiring the improvement through the effective use of
recommended action plan.
Discussion:
Diagnosis and Reflection:
Five diagnostic tools are used for the purpose of measuring the effective
communication. The diagnostic tools mainly include the following:

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 Non-Verbal Immediacy Scale-Self Report: This particular tool can be used for
analysing the level of competence of communication when I am having conversation
with friends, stranger and acquaintance’s (Ambresin et al., 2013). Very often I make
use of hands and gesture while having conversation with friends or acquaintances. In
some cases, I touch the shoulder or arm of other person while having a conversation
with them. I never make use of dull or monotonous voice while having conversation
with people. In some rare cases I look over or away from other while having
conversation with them. Judging the nature of person, I move away from others when
they touch me while they are having conversation (Blicblau & Dini,2012). In some of
the often cases I have a relaxed body position during various kinds of conversation. I
always have an eye contact while having conversation with people. Very often I sit
close or stand close to some number of people while having conversation with them.
In some of the rare cases it is seen that my voice is monotonous or dull when I make
conversation with large number of people. Occasionally, I look directly at the people
while having conversation with them. In some of the cases I have a bland facial
expression while having conversation with large number of people. Many times it is
seen that I have a vocal variety while having conversation with large number of
people. I always tried hard to have an eye contact with the person I am talking
(Csikosova, Senova & Culkova, 2012). Occasionally I do not try to sit or stand
closely to a people while having conversation with them. In some rare situation it is
seen that I lean away from people while having conversation while them. In some of
the often cases it is seen that I smile while having conversation with large number of
people. Occasionally, I avoid touching people while having conversation with them. Peoples skill: Sometimes I make sure of the fact that I have displayed the same kind
of behaviour which I expect from other people (De Grez, Valcke & Roozen, 2012). I

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wait often for a long period of time for analysing the incident before making or
passing out feedback in form of general statement. Many times I go along with
decision of others rather than putting my idea or logic in it. Many times I thank people
for providing a platform for working with them. In many cases I think of ways by
which I can easily preserve by relationship at time of conflicts (Keogh, 2015). I
always thinks of new ways or methods by which I can easily look for myself and
performing all the necessary things which can be used for keeping myself ahead. I
make use of various problems solving tools and techniques to overcome various kinds
of problems. In some of the rare cases it is seen that I cause more problem or harm
than good while deciding ways which can be used for overcoming issues. In almost
every cases it is seen that I provide a great amount of attention to body language of
large number of people. I analyse the needs of the audience and decide certain ways
which can be used for figuring out the best ways for it (Waznis, 2015). It merely
focusses on the fact that everyone has an idea or logic can be easily used for bringing
out positive outcomes for an organization. Presentation skills: Sometimes it is seen that the visual provided in the presentation
matches much with the information which is being provided by it. I always look
carefully for certain number of message which I want to send before the preparation
of presentation (LeFebvre & Allen, 2014). Before the delivery of presentation, I never
become familiar with the room and space in which we are having conversation. In
some rare case I make proper planning and practice of presentation which I am going
to deliver. In some cases, I encourage my audience to have some question at the
ending of presentation. Sometimes I make use of examples for properly supporting
my points. Sometimes I focus on the main part of the presentation rather than
beginning or end because that is place where the major amount of information is

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given out or provided (Smith, 2013). In some of the rare cases it is seen that I think
like audience for perusing them if they continue to work without making any kind of
changes.
 Self-Perceived Communication Competence Scale: This tool can easily be used for
identification of level of communication. In some kind of rare case I present a talk to
the group of strangers (Rasekh, Zabihi, & Rezazadeh, 2012). I rarely have a
conversation with the acquaintance. In some kind of rarer condition, I have a
conversation with large number of friends and small group of strangers. I often have a
conservation with a friend. I do not have large meetings with acquaintance. I do not
like have conversation with a stranger. I do not like to spend my time having
conversation with talk over a group of friends. I do not like to have a conversation
with small group of acquaintance (Schlegel et al., 2012). I do not have a meeting for a
large duration with strangers. I often have a conversation with small group of old
friends. In some kind of rare cases I present a talk to a group of acquaintances. I
generally prefer individual or small groups to have a conservation at workplace so
that the conversation often times leads to providing of rich quality of information
which is being shared. Verbal communication: Verbal communication generally refers to the sharing of
things by making use of the words. The things that are being shared might vary
accordingly and this generally involves the sharing of information, feeling, thoughts
and many more. There are various importance of verbal communication and this helps
in keeping each other informed along with asking for help and support, making new
friends, expressing myself in a creative way. It also helps in sharing my emotions as
well. I can conduct verbal communication in various ways like talking face to face, by
speaking on phone or making use of video-chat services, writing a letter, by giving

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lectures or making announcements or by leaving a voice mail (Keyton et al., 2013).
According to the analysis I noticed that I pay a lot of attention to the non-verbal cues
of the others. I also have a high capability of paraphrasing the words spoken by other
people. By answering several questions, I have understood that I am perfectly ease in
creating an interpersonal relationship. So there is only a requirement of refining my
skills that I already have now and improve the ways in which I respond to others. By
means of verbal communication I will be able to disseminate the useful as well as
important information. When I would be communicating verbally I would be able to
communicate my problems with other individuals along with identifying the problems
of the others and make the other individual aware of their mistakes. As I am well
aware of my behaviour while speaking to others along with the capability of adopting
myself with the individual with whom I am speaking can greatly help me in making
new friends as well. Along with this I also encourage the other individuals in
clarifying their thoughts. I also openly acknowledge my errors, along with making
attempts to understand the various ideas which are different from mine helps in
expressing my views in a creative way. The only thing in which I am lagging behind
is during an apology at an appropriate time with little amount of justification (Conrad
& Newberry, 2012). After gaining the result from the analysis tool I am able to find
out the various aspects of communication in which I am lagging behind and I require
a huge amount of effort for the purpose of developing my skills.
Identified Issues:
The issues which I have identified or analysed by making use of diagnostic tool are as
follows:
 I avoid having communication as much as possible as it creates anxiety while having
conversation with large group of people and speaking in public places.

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 I do not make any kind of preparation for my presentation which is considered to be
negative thing on my part and improvisation must be done on it. Before delivering out of presentation I do not get familiar with room and space in
which I will be delivering out presentation.
 I generally work more on beginning and ending of a presentation because it can be
easily used for delivering out presentation more easily and drawing the attention of
audience.
In last twelve months, I have gained experience on some kind of professional interaction.
Apart from these I have analysed two type of interaction:
 I had prepared a presentation for a seminar in front of thousands of people. In this
case I have encountered some kind of issue based on anxiety during preparation of
speech. I should prepare a speech and should make a practice of it before delivering it
to large number of people (audience).
 I should try to have more number of conversation at public space as it will help me
improvising the way in which I interact with people.
 Before delivering out of presentation I should get familiarize with room and space as
it will enhance the quality of presentation which will be delivered.
Literature review:
Thomson et al. (2015) stated that there is a requirement of applying a proper
technique in effective communication so as to suit the best need of the communicator as well
as the reader. There are certain attributes in the process of communication that needs to be
fulfilled so as to make sure that the ideas which are being exchanged between participants is
successful. The main things that are included in the attributes are “language”, “assertion”,
“nature of the idea for communication” and many more. So according to the authors unless

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and until all the attributes are clear there is no possibility of any type of effective
communication. According to Sonntag et al. (2016), the most effective attribute for
communication is the “Language”. There is a need of continuing the communication process
in such a way that it is understandable to both the communicators who are involved in the
process of communication. This can be also done by making use of an intermediate medium
that is used for the purpose of translating the communication idea in a language that is
understandable to the recipients.
The work done by Delerue and Sicotte (2017) states that a larger number of benefit is
produced along with the exchanging of ideas can be produced by the effective
communication. The general requirement for the communication is the sending of the idea
from one person to another. But there are lots of benefit associated with the mode of
communication as well as with the word that has been chosen for the purpose of
communication. So it can be stated that by having a proper communication process will be
acting as a therapy for those subjects which generally requires a special attention as well as
care. In the learning process of the children’s the communication process acts as an effective
aid which initially helps the children’s in understanding the various ideas along with helping
them in grow in a natural way. Drake and Ring (2016) stated that in today’s world the process
of communication is being widely used as a diagnosis tool in different types of counselling
process which involves the participation of subjects so as to gain an advice regarding the
solutions of their mental problems.
McCabe and Timmins in the year of 2013 stated that there is a possibility of
contradiction in the techniques of communication at certain conditions like the time of
listening to others. This might happen because of the reason that similar situations might be
faced by an individual during listening to someone else who is having conversation on the
same topic. There are also other possibilities like the listening of an individual so as to keep

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the information to himself and this happens regardless of the expression of the personal views
resulting from various experiences. This might happen due to the fact that the individual
might not fell proper or may be that individual does not want to hurt the felling of the
individual facing him by means of crossing their talk. This might also happen because the
individual does not want any types of conflict and for that reason the individual might the
felling or because of the fact that they might feel upset at the same point of time. Due to this
reasons the situation can be categorised as communication error making the individual feel
guilty because of making such type of mistakes. Along with this the individual might also
feel guilty without even noticing if they are guilty or not. As per Price et al. (2015) the effects
of this kind of communication can rise to a toll which involves the miscommunication at such
a level that it can lead to pain, frustration and resentment. There is a possibility of improving
each and every facet of life in an effective as well as easy manner in cases if the individuals
involved are not having any kind of relational issues. Relationships, landing of better jobs,
along with understanding can be improved as well as this are some of the better and
beneficial aspects for the individuals who are having a proper communication. This can be
done by the process of proper learning.
According to Tran (2016) compromise can be defined as the situation when an
individual listen to someone else and acknowledges their statement along with respecting the
felling of that individual without any expression of felling of the listener. There is an essential
need of maintaining a healthy balance between the aggressive communication as well as
passive communication. This can be termed as assertiveness due the fact that there is a need
of understanding the need of the individual along with advocating the individuals for meeting
the needs. There is a possibility of expressing a single statement or sentence in three forms
and this generally includes the aggressive, passive and assertive which can be done by use of
different tones. Some of the situation which needs the expression of life span of an individual

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are “Body thoughts”, “body language”, “language style” along with the consequences. So it
can be stated that all this thoughts and statements can be expressed in all the mentioned styles
in cases of expressing the situations in different styles. When there is a presence of better
learning process along with learning about such types of techniques and objectives then it
could act as an effective measure for the individuals so as to communicate as well as express
the felling of the individuals in the real world.
Effective techniques for the communication was provided by Saxena in the year of
2015 which is very much helpful for the individuals to communicate as well as for the
purpose of expressing the feelings in a real world. This is because of the fact that this type of
problem will lead to many type of stress associated with other types of problems. According
to Taylor and Hamdy (2013) there are various problems which are raised due the errors in
communication that generally occurs between the family members. These problems might get
magnified and can lead to various type of problems. Some of the examples associated with
this are interaction, related to addiction and use of substances, this could easily affect the
communication. Some of the things that are included in a proper and better communication
are “talking to the point”, “expression of the feelings with proper statement and “I”
designated in such a manner so as to make sure that the sentence is understandable to those
who are listening to the topic”. By the process of speaking for the individual himself rather
than talking for others can act as a better measure for communication along with leading a
better life. It was explained by Tong (2014) that focusing on the behaviour rather than on the
traits can act as an important factor in enhancing the skills of communication so as to
eliminate the conflicts as well as making the individual face the situation and understand all
the facts about the individual is trying to explain to the others. These are some of the facts
that can help in expression of the feelings of an individual along with understanding all the
facts that the other individuals are trying to convince.

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According to Dolan (2014) through their work they stated that the application of
communication therapy is much more easy when there is a cooperation of the subject with the
therapist. Due to this reason there is presence of various communication techniques and this
mainly includes the Johari window, assertive interviews, and many more which are generally
aimed at heling the subjects in re discovering their own characters along with the gaining of
confidence so as to overcome the various mental problems. There has been an application of
some diagnostic tools in an effective way on the subjects on those who are affected by the
drug abuse or emotional problem. On the other hand, some diagnostic tools like the strength
card have been effectively used by various kindergarten and lower schools for the purpose of
personal development of the children’s.
Bramhall (2014) stated that there are certain subjects which are not willing to respond
to the process of therapy making the application of the diagnostic tool much more difficult.
Months of conviction and assertion is required for the purpose of finally opening up the
subject which will initially be leading to the sharing of the problems along with the
challenges that are faced mentally as well as emotionally. For this problem the use of
assertive type interview was suggested by Heinrich et al. in the year of 2016. This interviews
makes use of the application of certain amount of pressure by making use of a choice of
questions. This application of assertion will make the subject vulnerable and will initially
lead to the cooperation of the subject with the therapist. For the purpose of convincing the
subjects in opening up to the therapist Bahadori, Shiri and Mahdizde (2015) suggested the
application of the interactive software. This process involves no verbal communication
between the therapist and the subject. But in the year of 2017 Berland and Berland argued to
this process and said that this process will be much easier as most of the people are
vulnerable to the interaction in the virtual machine rather than the face to face
communication.

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Action plan:
Fig 1: Grant Chart

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Action Plan for Learning
Process
Study Initiation
Study requirements
are to be analysed
Approval of the
supervisor about
the topic
Study Plan
document
preparation
Research
Framework
Development
Draft Preparation of
the research plan
Project Planning
Team Member
Selection
Research
Requirements are to
be analysed
Research Question
development
Research scope
estimation
Research time
estimation
Resources and Time
allocation as per the
requirements.
Research Initiated
Project Development
Research Problem
Determination
Necessary Media
Access
Online Library
Access
Literary Resources
are to be Selected
Literature Review
Necessary Data
Collection
Secondary Data
Collection
Data Analysis
Primary Data
Analysis
Secondary Data
Analysis
Research Evaluation
Data Evaluation
Session for
Reflection
Learning Outcomes
are to be
Documented
Identification and
Management of
Issues
Research Closure
Research completed
Documentation of
the Research
Research and
Learning Validation
Sign off of the team
Fig 2: Work Breakdown Structure
Based upon the six-month learning period an action plan has been prepared which
mainly consists of an extensive research based upon the topic of research. This phase also
consists of a large scale literature review which would be helping a lot in providing a
significant amount of information that is mainly regarding the topics that has been chosen,
associated with this is the collection of the secondary data which will be helping in the
process of gathering some statistical data regarding the topic chosen for the research.
This action plan mainly puts an emphasis on the non-verbal mode of communication
along with which it also presents the attributes that contains less mark which has been
received during the tutorial period. The main target of this action plan includes the
improvement of the non-verbal communication along with the presentation of skills so as to
achieve a higher rate of communication during the phase of evaluation. So for the purpose of
development of the non-verbal skills there is a requirement of improving the writing skills in
order to convey the message to the receipt in an easy manner without any issues. And for the
purpose of improving the presentation skills there is a need of sufficient practice of the

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presentation. This practice is needed to be done in front of mock audience so as to develop
the skills.
Conclusion:
The report helps in concluding to the fact it is very much important to improve the
various communication skills in an individual’s personal as well as professional life. The
diagnostic tools used in this report for the purpose of analysing my communication has
greatly helped me in identifying my level of communication in different ways. The later
portion of the report includes an action plan that will be helping me in developing my
personal skills. The report also discusses about how I have understood the results of the
diagnosis. This is followed by analysis of the two communication issues that I have identified
and which also requires a development. The report also presents two recent professional
interactions that I have undergone in the last twelve months.

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