Diagnostic Tools and Reflective Practice: Effective Communication

This essay critically evaluates various communication skills essential for business environments, utilizing diagnostic tools to assess and improve personal communication effectiveness. It reflects on interpersonal communication experiences, informed by tools like the Self-Perceived Communication Competency Scale, Non-verbal Immediacy Scale, Personal Report of Intercultural Communication Apprehension, Talkaholic Scale, and Tolerance for Disagreement Scale. The essay highlights areas needing improvement, such as intercultural communication apprehension and expressing personal feelings, and proposes an action plan for development. The analysis incorporates relevant communication models and emphasizes the importance of continuous self-reflection for enhancing professional communication skills. Desklib provides access to this document and other study resources.

Running head: EFFECTIVE BUSINESS COMMUNICATION
Effective business communication
Name of the student:
Name of the university:
Author note

1EFFECTIVE BUSINESS COMMUNICATION
Table of Contents
1. Diagnosis and reflection...........................................................................................................2
2. Literature review......................................................................................................................8
Communication concept and related issues.................................................................................8
Relevant models of communication............................................................................................9
Necessary conceptual and behavioral skills..............................................................................12
3. Action plan.............................................................................................................................13
References......................................................................................................................................15
Appendices....................................................................................................................................18
Appendix 1.................................................................................................................................18
Appendix 2.................................................................................................................................19
Appendix 3.................................................................................................................................19
Appendix 4.................................................................................................................................20
Appendix 5.................................................................................................................................20

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1. Diagnosis and reflection
This report will consider various types of communicative skills that are used by individual in
different manner so that they can work upon their communicating power. Throughout this report,
the stress will be given on specific kinds of communication skills, which are effective for
conducting business processes. This report will evaluate the different tools that are used in the
process of communication in order to create an effective communication framework (American
Speech-Language-Hearing Association, 2016). A concise idea will be provided in the course of
this report along with the issues and models related to the topic of communication in business
environment. Moreover, the report will carry a reflection on the interpersonal communication
that was carried out by the researcher based on the results gathered with the use of different
diagnostic tools. In order to complete the assignment in a successful manner, five diagnostic
tools were used to achieve the outcome. These five diagnostic tools will be useful in building up
effective communication in the business environment.
In order to measure my communication skill, I have considered five different diagnostic
tools. These tools will be able to help in building up my confidence and guide me in the right
way. With the help if these tools, I will be able to understand the areas, which needs
improvement. According to (Austin & Pinkleton, 2015), effective communication tools are an
integral part of business and it aids in seeking out the mistakes generally committed by the
individuals. In addition to that, it focuses on bridging the gap in their characteristics to help in
the development of necessary skills to resolve the mistakes. Questionnaires are helpful in
knowing about the individual personality as it provides an insight into the individual personality

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and their confidence level, which they show while communicating with others. Different
diagnostic tools, which are used in the analysis of this case, are given below.
 Self-Perceive Communication Competency Scale (SPCC)
 The Non-verbal Immediacy Scale Self-report (NIS-S)
 Personal Report of Intercultural Communication Apprehension (PRICA)
 Talkaholic Scale
 Tolerance for Disagreement Scale (TFD)
The five diagnostic tools listed above have helped me in gauging my communication style
and the arena, which needs improvement (Brink & Costigan, 2015). Each of the tools mentioned
above has been effective in evaluating my pattern and style of communication in comparison to
the skills possessed by other individuals. Every communication tool has own set of
questionnaires which helped in the evaluation process and provided relevant strategies for
rectifications based on the outcome. For instance, the Self-Perceive Communication Competency
Scale was used for evaluating the necessary communication skills with respect to different
scenarios. Similarly, the Non-verbal Immediacy Scale-Self-analysis is used for evaluating the
positive characteristics of the individuals and different ways in which it is perceived by others.
During the process of analyzing, it was observed that people change their communication style
as per the situation. The Non-verbal Immediacy Scale-Self-analyses is regarded as the most
contemporary form of communication diagnostic tool (Calvo-Mora, Navarro-García & Periañez-
Cristobal, 2015). On the other hand, the Personal Report of Intercultural Communication
Apprehension (PRICA) was regarded as such a tool that is responsible for addressing any
communication related issue that emerges during intercultural communication process. Certo

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(2018) considered it better than the previous tool, while Doan & McKie (2017) countered that it
is almost similar with the prior form.
According to Drucker (2017), the talkaholic scale is effective in measuring the talkative
quality of individuals. It is best used on those individuals who find it difficult to remain silent for
a long duration of time. When an individual talks too much, it refers to those who express their
feelings easily in comparison to those who speak less. As per the tolerance for disagreement
scale, the extent to which an individual can tolerate of being disagreed by other individuals is
measured. From this discussion, it can be said that, each diagnostic tool has different forms of
assessing an individual to bring an effective outcome. I could easily reflect on my
communication style and confidence level clearly and smoothly after the completion of this tests
and gaining the outcome. The outcome of the tests has been clearly summarized for shedding
light on my communicating abilities and my reaction to certain situations. When the Non-verbal
Immediacy Scale Self analysis was done, I found out that I have a medium level of positive
feeling towards other people. From this outcome in have understood that I need to rectify myself
and look into the positive sides of people. The total score of the questionnaire and the process
undertaken for analysis came to be 35, which is much less than the standard level. Therefore, it
can be analyzed from the process that my emotional capability in trusting other people was
dependent on the factors of individual personality and my level of interaction with those
individuals. It is considered a significant factor in the process of effective communication to help
individuals in the business environment (refer to appendix 1).
The diagnostic tools, which were used for the process of analysis helped in producing
different types of outcome as per my skills. The analysis was done in such a clear manner that I
could easily understand the communication level that I possessed (Fleisher & Bensoussan, 2015).

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For instance, when the Non-verbal Immediacy Scale-Self analysis was done, I found out that I
have low trust on people. It can be easily inferred from this analysis process that my
characteristic is not to trust people easily. I also possess a thinking skill that other might not
influence me in a positive manner. It can be further summarized that my different skill in
thinking is one of the major reasons behind my low score in the evaluation method. According to
Holmes & Parker (2017), it is an essential factor to trust other people in the workplace and gather
a sense of positivity towards them. I have realized after taking up this test that I need to improve
this particular area.
Another test that I have taken up for working on my communication skills was Self-Perceive
Communication Competency test. This particular test was helpful in terms of understanding the
competency level to interact with individuals in different spheres of life. Different spheres of life
included meeting, group, public, dyad, acquaintance, stranger and friend. There was variance in
the test outcome in different aspect of the competency level. I scored the lowest in the stranger
aspect, which was 61.3 and my overall rating was 68.3. This test outcome suggested that my
competency level is not that high and I get easily distracted by people. If I could manage higher
score then it would have focused on stronger level of self- perceived communication. My score
was a proof to the fact that I need the guidance of other people whereas I have the competency
level to take strong decisions in different aspects of my personal as well as professional life
(Refer to Appendix 2).
The following test referred to as the talkaholic test (Kaul, 2014). This particular test has shed
light on my confidence level and the pattern in which I can communicate my feelings to other
groups or individuals. This test had the requirement to score within 10- 50 to focus on my
talkative character. This test result showed that my score was 22, which can be considered as

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average for most of the individuals. However, the test outcome stresses on my trait of being
unable to communicate my feelings to others and generally keep silent when it comes to share
my opinions (Refer to appendix 3).
I have taken up the test of tolerance for disagreement test in order to find out about my
temperament level. This test was effective in finding out that people with a characteristic of high
mentality for argument easily get into disagreement with other people. As I have scored 45,
therefore it can be suggested that my level of tolerance is moderate in comparison to others. This
is because, 32 was the set benchmark to show level of tolerance in this test. This test helped me
to analyze my character and my response to the disagreement among individuals (Refer to
appendix 4).
The last test that I took was named as the Personal Report of Intercultural Communication
Apprehension (PRICA). This test had enabled a score within the range of 14- 70 and any score
below 32 focused on the low level of intercultural communication. I have scored 42 in my test,
which suggested that I have a moderate level of maintaining intercultural communication.
However, I was quite nervous and fumbled while talking to individuals of diverse cultural
background. I was unable to share my opinion and views in any group discussion, involving
individual of different culture. My score has indicated that, there is negativity within me while
conversing with people from different cultural background. Intercultural communication is an
integral part of the contemporary business environment therefore; I need to focus on this
weakness of my characteristics. According to Kernbach, Eppler & Bresciani (2015), due to
globalization, most of the organizations employ people from different cultural background. In
order to take advantage of such opportunity, I will need to be frank during discussion with
people from other culture and boost up my confidence level (refer to appendix 5).

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With the evaluation and analysis of five different tests, I could reflect on the fact that my
capability to interact with others needs to be worked upon. I could infer that from the talkaholic
test where I did not score well but on an average. I found a potential benefit to this characteristic
as in my future career; my thoughts will be given importance by the organization. I also need to
improve my interactive skills while mingling with people from different cultural background. It
was proved from the test result of Personal Report of Intercultural Communication Apprehension
(PRICA). The underlying benefits of this character were that I tried to learn about the beliefs and
methods of people from different cultural background (Kwiatkowski, 2017). On the contrary, I
need to stress more on the negative appreciation received from other people, as it will help me in
working on my weak areas. My test results found out that I was not much involved in the
deliberate disagreement with people at the work environment. I have focused more on myself to
provide two instances of my gap in communication.
On one hand, I need to be more concerned about interacting with people from different
cultural background. This incident took place 4 months back when I was involved in teamwork.
The team, in which I was working, consisted of people from different cultural background and I
could sense my nervousness when trying to involve in a discussion with them. I used to play the
role of a motivator within the team and provide moral support to my team members. However, I
could hardly fulfill my responsibility of being a good leader due to my nervousness. It resulted in
a conflict within the team and most of the team members wanted to withdraw from the
teamwork. I felt ashamed of my incapability to mix with people from different cultural
background. This incident taught me a lesson that I should be bold and smart while interacting
with people from different cultural background.

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There was another issue when I understood my inability to talk out my feelings. It was an
incident of 1- year back when I was interning with an organization. I faced a tough situation
when I experienced a false allegation of misdeed. Although I had proof but could not speak
about it in front of others. I became shy and nervous and remained silent. I cried in silence but
could not muster the courage to speak up. As an outcome there was a black spot I the certificate,
which I received from the organization. This incident has taught me to be fearless and speak the
truth when I am not at fault. Otherwise in a tough and competitive business environment people
will take me for granted.
2. Literature review
Communication concept and related issues
According to (Mikkelson, York & Arritola, 2015), communication is the transfer of
feelings, emotions, thoughts and information from one place to another. It is important for people
to communicate with each other. With clear communication one individual can freely express his
feelings and add a reason to their life. Communication can take place both in verbal and
nonverbal forms. These two are the most common forms of communication. Non-verbal
communication takes place in such situation where verbal communication is not possible. Again,
verbal communication is a common form used by most individuals in conveying information.
Verbal communication makes use of words to spread messages. In order to find the weak area in
communication several Diagnostic tools are used for bridging the gap. As per Noor & Shahirah
(2017), it is good to be acquainted with the incorrect for paving the way for better
communication to take place in the local as well as global business environment.

9EFFECTIVE BUSINESS COMMUNICATION
One of the most communication is the power to understand symbols or sign languages.
There are many individuals who are unable to understand such symbols as they did not get basic
training in learning the same. According to Oyemomi et al., (2016), there are certain common
gestures which can be easily understood and an individual can respond similarly by
understanding those symbols. It is a most common form of miscommunication faced by most of
the individuals. Therefore, this issue needs to be focused on for its proper resolution as it is
widely used among individuals while exchanging verbal communication.
Another issue that I have found out within me deals with lack of confidence in providing
a proper presentation. As per Passera, Kankaanranta & Louhiala-Salminen (2017), it is essential
make a proper presentation as it is an important medium for communicating in the business
world. It has emerged as an important form as most of the individuals are unable to express their
feelings clearly in words. As it is said, a picture can speak much more than words, similarly a
visual representation of ideas and concepts can help the individuals to understand the messages
conveyed to them in a much better way. In this way, it becomes easy for them to respond to the
messages quickly by understanding the meaning clearly. As it is another emerging issue,
therefore it is important for the individuals to understand style and pattern of the messages by
which they are conveyed. With regard to that, certain models will be discussed in the next
section which will stress on the style and pattern of message which made communication easier.
Relevant models of communication
As per Pearson (2017), it is an integral part of effective communication to develop proper
models of communication. This is because proper communication models help in developing a
framework regarding the efficiency of communication in the business environment. The models
make it easy for the messages to transfer from one end to another. One of the prominent models

10EFFECTIVE BUSINESS COMMUNICATION
of communication can be referred to as Berlo’s model which provides a simple meaning to the
process of communication. This model is essential for the understanding of the communication
process as the messages are transferred from the sender to the receiver. It is also known as
SMCR model as the essential elements of the model goes through an analysis process. These
elements are further divided in order to carry out the analysis process in a proper manner. The
elements mostly include source, message, channel and receiver. The messages that are spread
using this model of communication are brief and involve codes. The messages are transferred in
a meaningful manner and therefore it is considered effective in different workplace scenario.
Fig: Belo’s model of communication
Source: Quirke, 2017

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However, Rahim (2018) countered that Schramm’s model of communication is better in
dividing the elements of communication into different segments. This is because these elements
of communication are responsible for providing a steady and stable framework to the process.
The message that is sent by the sender is analyzed by the receiver based on its priority and
importance. It helps in filtering the messages conveyed by the sender and later, communicated to
the people. It helps in making use of the internal activities of the organization while conducting
the communication process. Therefore, it was considered as the only model of communication in
resolving the issues faced by the individuals while interacting in the business environment.
Shramm’s model was observed as a continuous process of communication. This is
because communication is a never- ending process and it will continue for eternal time among
people. According to Roth (2014), communication must be kept as- it- is in every level and
people must always indulge in communicating with each other. Therefore this model was
considered to be the best for every sphere of personal and professional life. Apart from effective
communication, it has helped in developing effective listening skills too. This skill is developed
in the course of normal encryption of messages. Therefore, there was a necessity to decrypt the
messages by enabling listening skills among individuals. According to this model of
communication, there was a continuous flow of messages from both the ends to maintain
consistency in the process. But, there was a contradiction raised by Seele & Lock (2015)
regarding the use of Berlo’s model. He considered it to be more effective in the process of
communication than Schramm’s model.