Effective Business Communication Report: Skills and Analysis

This report provides a comprehensive analysis of effective business communication skills, focusing on interpersonal and intercultural communication within a business context. The report begins with a self-assessment using five diagnostic communication tools to evaluate the student's communication strengths and weaknesses, including non-verbal immediacy, intercultural communication apprehension, talkativeness, tolerance for disagreement, and willingness to listen. The results of these tests are then analyzed, highlighting areas for improvement such as intercultural communication and active listening. The report also includes personal reflections and examples of communication challenges faced by the student. A literature review explores the concept of communication, associated issues, and relevant communication models. Finally, an action plan is developed to address the identified weaknesses and improve overall communication effectiveness in a professional setting.

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

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Table of Contents
Diagnosis and Reflection...........................................................................................................2
Literature review........................................................................................................................6
Concept of communication and its issues..............................................................................6
Models related to communication..........................................................................................7
Conceptual and behavioural skills needed...........................................................................11
Action Plan...............................................................................................................................12
Reference..................................................................................................................................15
Appendices...............................................................................................................................17
Appendix 1...........................................................................................................................17
Appendix 2...........................................................................................................................17
Appendix 3...........................................................................................................................18
Appendix 4...........................................................................................................................18
Appendix 5...........................................................................................................................19

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Diagnosis and Reflection
The report analyses the different communication skills that individuals can use and
the manner in which using these skills can help in improving the communication. The focus
is on the particular communication skills that are required for success in a business
organisation. The report analyses the communication tools that are required for the
development of a proper communication system. The report provides a brief concept of
communication and the various issues and models related to communication. Furthermore,
the report provides a reflection based on the interpersonal communication of the researcher
that is based on the results obtained from the use of the communication tools. Hence, to
complete this assessment, the report uses five diagnostic communication tools that help in
understanding the effectiveness of communication.
To understand the level of my communication prowess I have used five diagnostic
tools that can help me to understand my confidence level and the improvement that I need to
make. According to Shwom and Snyder, (2015), the communication tools help an individual
to find out the error they possess and the qualities they lack while undertaking proper
communication. To understand the personality of the people, questionnaires are solved that
provide an insight into the personality of the people and the confidence they possess while
communicating with one another. The five tools that have been used in this case are:
1. The Non-verbal Immediacy Scale Self-report (NIS-S)
2. Personal Report of Intercultural Communication Apprehension (PRICA)
3. Talkaholic Scale
4. Tolerance for Disagreement Scale (TFD)

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5. Willingness to Listen Diagnostic
These tests are effective in helping me to understand my communication style and the
areas in which I need to develop my skills. Each tool has different levels that help me in
assessing the pattern of communication that every individual possesses. The Non-verbal
Immediacy Scale-Self-analyses the behaviours of the individuals provide positive feeling
towards other people. This can be considered as the most updated communication assessment
tool. Similarly, the Personal Report of Intercultural Communication Apprehension addresses
any communication issue that may arise during intercultural communication. This instrument
is assumed to be better than the previous version, although some scholars are of the opinion
that it may be correlated with the previous version (Thill & Bovée, 2013).
The Talkaholic Scale is used to measure the talkative nature of the people. People
with difficulty to remain silent for a long time can be assessed using this tool. However, the
phrase “talks too much” usually refers to people that speak out their feelings that others do
not. The fourth tool, that is the Tolerance for Disagreement Scale is used to measure the level
up to which people can tolerate being disagreed upon by other people. The Willingness to
Listen Diagnostic tool helps to understand the listening ability of individuals. Often the
listening ability of individuals is termed as the key to make effective communication (Shwom
& Snyder, 2015).
Each of the tools used has produced different results that have helped in the analysis
of my communication level. The communication style and the level of my confidence have
been presented in a clear manner after the analysis of the test results. The results of the
analysis are summarised accordingly for the future development of my communication
abilities and reaction to situations. The analysis of the Non-verbal Immediacy Scale Self-
report suggests that my positive feeling towards other people is medium. This suggests that I

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need to develop my skills to see the positive side of the people. The analysis states that any
score above 83 for males is low as it brings in a sense of negative attitude towards other
people. The calculation of the total score of the questionnaire and the solving method
undertaken for the analysis suggests that my score is 94, which is below 104. Thus, my
emotions towards trusting people depend upon factors such as the personality of the people
and level of my connection with the people. According to Cardon, (2015), it is an important
aspect of the communication process that can help in making effective communication with
people in the workplace (Refer to Appendix 1 for test result).
The next test that was undertaken by me is the Personal Report of Intercultural
Communication Apprehension. In this test, the score can range from 14 to 70 and scores
below 32 indicate that the level of intercultural communication is low among individuals. In
my case, the results of the test indicated that my score is 28. This indicates the fact that my
ability to maintain intercultural communication is low and that I am usually nervous
whenever I talk to people outside of my cultural group. I cannot engage in any group
discussion that involves people of other culture. Despite this, I feel comfortable while
interacting with people from other cultures. The results indicate a huge negative sign as in the
modern day, it is necessary for every individual to remain comfortable during the
communication with people from other cultures. This is because organisations employ people
from different backgrounds for increasing diversity (Refer to Appendix 2 for test result).
The third test result that I had undertaken is the Talkaholic test. This test indicates the
level of my boldness and the manner in which I can communicate my feelings to other
people. The requirements of this test are that I need to have a score between 10 and 50 to
assert my level of high talkative nature. However, the results showed that I had scored 27,
which is said to be an average score for many people. This indicates that I do not like to

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communicate my feelings with others and tend shy away from sharing my views (Refer to
Appendix 3 for test result).
The fourth test result, that is Tolerance for Disagreement Scale is a test that
determines my temperament level. This test suggests that people with a high mentality of the
argument tend to be involved in a disagreement with people. Any score below 32 in this test
shows a low level of tolerance. In my case, the score of 44 indicates that I have a modern
level of tolerance towards disagreement. This is a character test, as well as my responses to
these disagreements, can be analysed (Refer to Appendix 4 for test result).
The fifth test result indicates that my willingness to listen to other people is moderate.
In this test, a score of 84 indicates that I pay attention to the talks of the people but at the
same time try to install my opinion as well. This implies that I tend to be carried away and
that I need to be more focused so achieve desired results in my professional career (Refer to
Appendix 5 for test result).
Having analysed the results of the five communication test, I can tell that my ability to
speak with others need improvement. This is evident from Talkaholic test in which I secured
low score than the cut off mark. This can help in gaining an advantage in the future, as my
thoughts may prove important in any organisational matter. My ability to speak with people
from difficult cultures also need improvement as is evidenced by the PRICA test. This is also
effective in learning about the methods and beliefs of people belonging to different cultures.
The moderate score of my listening ability indicates that I can be a good communicator.
However, I need to remain focused and try to see the reason for the negative feedback that
people give me about a particular topic. I do not engage in the deliberation of disagreement
with people at my workplace. To provide a more detailed analysis of my communication
level, I can provide two instances that highlight my communication gap.

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The first issue that I need to provide focus is my ability to interact with other people
of a different cultural group. The situation happened about 3 months ago, while I was
working in a team. The team members consisted of different cultural people and my
nervousness in front of them was clearly visible. My role in the team was to motivate the
members and provide any moral support during the work. However, owing to my
nervousness I failed to achieve the task assigned to me. This created problem in the team and
most of the members were discouraged to continue working for the team. The situation made
me realise my inability to maintain intercultural communication. I need to develop smartness
and be bold while communicating with the people outside the culture.
The second issue that occurred was the result my lack of concentration while listening
to people. Due to my inability to remain a focus, I failed to understand the tasks that were
given to me by my superior. This led to the huge commotion as it got the organisation to fall
into a state of concern. I need to develop this ability, as a good listener is also a good
communicator. The assessment of every situation can be done by properly listening to the
words of other people. Thus, the ability to listen to people and judge people positively is also
another skill that I need to develop. These abilities are effective for a proper professional
growth.
Literature review
Concept of communication and its issues
According to Rentz and Lentz, (2013), communication can be considered as a
convenient way of transferring information, thoughts and feelings. Every person needs to
communicate with one another to prevent from being lonely and understand the thoughts and
processes of the people. The exchange of information can be in two-folds, non-verbal and
verbal. The verbal communication is the most common form of communication that involves

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the talking with people using words; the non-verbal communication is made by using signals.
To understand the communication level that is required, certain tools are developed that
highlight the ability and the inability of the individuals. The communication tools are
effective in highlighting the issues and the manner in which individuals can solve it (Argenti,
2015).
Hence, an example can be provided to highlight the communication issues and the
possible diagnosis. The inability to communicate properly with people from different cultures
is a common problem for most people. This often leads to ineffective interaction between the
team members and may create a sense of distrust among the members. As stated by Peleckien
& Polajeva, (2016) the issues between people may lead to improper communication and
individuals may feel depressed due to the inability to maintain proper collaboration. This may
even jeopardise the team as lack of communication may lead to misunderstanding. The
second issue that I faced was the fact that I am not a good listener. Listening to people makes
a person communicate more freely with people and develop a sense of leadership as the
individuals can gain experience by listening to people (Chaney & Martin, 2013). The proper
listening ability also provides opportunities to make quick decisions. These issues can be
solved by remaining focused on the objective. Developing empathy towards the people can
lead to building confidence to approach people of different cultures. In this regard, it can be
said that certain models related to communication can be used in order to ensure effective
transfer of communication.
Models related to communication
Hampf & Müller-Pohl, (2013) stated that to develop proper communication among
individuals, it is necessary to use certain communication models. These models provide a
proper background about the effective use of communication and the manner in which
messages can be transferred from one individual to another. One such model that can be used

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to understand communication is Schramm’s model. This model is used to segment the
different components related to communication. These components help in the proper form of
communication at a steady rate. The sender of a message delivers it using encrypted code.
The message sent is then decoded by the receiver and analysed about its importance. After
the decoding, the message is communicated to the people. The medium of communication is
done by using internal activities that are present in an organisation. This can be considered as
an ultimate model for individuals that have problems in maintaining direct communication.
As observed by DiSanza & Legge (2016) the model developed by Schramm considers
communication is a continuous process. Communication between people will not cease, as
people need to communicate with one another in every field. Hence, it is necessary for every
person to ensure that the level of communication is kept intact and that people can understand
one another fluently without any problems. In this context, it can be said that the model
develops by Schramm can be an effective model that helps in maintaining the communication
process in every sphere of life. The process can help in developing listening skills among
individuals. This is done as the messages sent are normally encrypted. Hence, in order to
decrypt the message, it is necessary that individuals listen to every part of the message
minutely. The model provides a continuous flow that exists from both ends and maintains a
steady level of communication. However, Sadia et al., (2016) stated that communication
could be more effective with the use of Berlo’s model as it provides a simple approach to the
communication process.

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Figure 1: Schramm’s model
(Source: DiSanza & Legge, 2016)
Belo’s model signifies that the communication skills that are needed by individuals
are vital for the transmission of messages from the sender to the receiver. This model is also
referred to as the SMCR model because the required factor is analysed using every
component. At the same time, the skills that are required for the dev elopement of the model
are stated that provides a proper understanding of the model. Evans et al., (2017) stated that
the factors are divided help in analysing the model in a proper manner. The factors include
the source, message, channel and receiver. The sender sent the messages by the use of various
channels that are effective in delivering the message on time and in an accurate manner. The
channels are used in an abstract manner that is used for the proper communication of
messages. These channels can be sight, hear, feel, smell and taste. This signifies that the five
sense of individuals is necessary for maintaining the proper communication between people.
However, proper communication skill is also required for accepting the messages in its true
format (Grunig, 2013). At the same time, it is necessary that the receiver understand the

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manner in which the messages can be decrypted. In order to ensure that communication is
maintained effectively, this can be considered as an essential factor. Hence, it can be said that
people with an inability to communicate with others cannot be asked to handle this form of
communication.
The important component of this model of communication is the fact that the
messages are precise and consist of codes. The comprehensive manner in which the messages
are transferred is effective in many workplace situations. This is because short messages are
easy to get through to people and the manner in which it is sent can be decrypted easily. This
model can help in the development of interpersonal communication skills. It can be said that
the practical implementation of this model can be applied to individuals wanting to improve
the level and effectiveness of communication (Fleisher & Bensoussan, 2015). Thus, it can be
said that the conceptual and practical implication of these models helps in the development of
an individual. The skills are analysed so that every person can develop the ability to maintain
proper communication with one another. Hence, Belo’s model is effective for developing
communication as well as interpersonal skills among individuals.

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Figure 2: Belo’s model
(Source: McQuail & Windahl, 2015)
Conceptual and behavioural skills needed
To develop competence in the department of communication, it is essential that
individuals apply theoretical as well as practical knowledge. The applicability of the
theoretical concept can help in understanding a topic in a broader manner. This can help in
the application of the concepts and can help in focusing on the ways to improve the practical
application. The practical implementation helps to provide an experience that is necessary for
competing in the professional world. Both the applications can help individuals understand
the level of improvement required in their personal development areas. In the words of Popp,
Raneburger & Kaindl, (2013), the listening skill of the individuals form the basis of all
communication. Every individual is provided with an opportunity develop self-competence
that can help in the development of skills in the future.
The factors that cause an issue among individuals can be analysed with the
development of professional skills. Hence, it can be said that verbal, as well as non-verbal
communication, is required in order to solve any issue that arises because of improper skills
of the individuals (Tuna, Gulez & Gungor, 2013). At the same time, it can be said that other
factors also affect the interpersonal communication between individuals. The emotion of
people often clouds the judgement that may hamper proper communication and judge of
character of a person. People possessing strong emotional competence are destined to
develop proper communication due to the lack of emotional outbursts that may occur within
other people.
Evans et al., (2017) provided evidence that people with proper listening skills often
gain success in the communication department. This is because listening to people makes