BUSN20017 Effective Business Communication: Personal Reflection Essay

This essay provides a self-reflection on effective business communication, drawing upon diagnostic tools and personal experiences as a marketing associate at Starbucks. It explores key elements such as verbal and non-verbal communication, active listening, and assertiveness, while also addressing challenges like attitude, ego, and failure to listen effectively. The essay further incorporates a literature review, emphasizing the importance of organizational communication in fostering community spirit and achieving strategic goals. Diagnostic communication techniques are discussed in relation to organizational change and positive behavior, highlighting the need for commitment and a positive attitude towards communication processes. The analysis concludes that while communication is crucial, issues like poor listening skills and negative attitudes can significantly hinder its effectiveness within an organization.

RUNNING HEAD: EFFECTIVE BUSINESS COMMUNICATION 1
Effective Business communication
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Effective Business communication 2
Effective Business communication
Diagnosis and Reflection
Introduction
Communication is an essential activity, art, and skill that incorporates the lessons learned
diagonally to a wide spectrum of human knowledge. A successful communication is defined by
incorporation of different relevant aspects. Communication is defined as the process of
conveying particular information to the intended persons, communication theories state that
communication process comprises the act of sending an information from sender through a
medium to the receiver who will finally provide the feedback to the sender through the same
medium (BOVÉE, 2014).
Effective business communication is embraced by measuring the substantial significance
of inaugurated by the management. Apparently, effective communication in an organization is
examined by evaluating on the language that is used by the involved parties. Human resource
management department in an organization plays a vital role in ensuring that process of
conveying a message is always relevant it provides an insight view of the intended purpose; their
role is to ensure that employees in every department are communicating with the limited
inconvenience (Bové & Thill, 2012). The business communication skills in an organization are
drafted by the HR department, these skills comprise the writing styles layouts, the medium used
during communication process as well as the review on the feedback from the receiver. The
language used during communication process act as the primary factor to be considered by the
involves parties (Bresciani, 2015).
A good listener gives attention to the message and its intended meaning, one does not
only give feedback blindly but instead chewing the message for a while. Therefore, an effective

Effective Business communication 3
communication takes the assumption of the listener who is referred to as the main subject
(Bryson).
It is important to communicate effectively in an organization since it helps the company
to realize the strategies that could be used to achieve the strategic business goals and objectives.
Communication in an organization helps a business organization to foster good relations between
the management and subordinates (Carayannis, 2014).
Verbal communication
Communication is a key element of success in every business organization. Verbal
communication is defined as the sharing of information between two persons using speech,
individuals who are working within an entity are mandated to effectively use verbal
communication since it sublimes the use of understood words (Carayannis, 2014). However,
verbal communication is important since it allows a person to analyze the voice and the tone
used during the communication process. Large business entities used MEMOS as a way of
communicating with the employee, memos are the key components of verbal communication.
Verbal communication allows the management to pick-up the perception of each employee
regarding the whole organizational process (Carlucci, 2018).
Active listening
Communication refers to the process of conveying particular information with intentional
meaning. A person who is intended to receive the message has to be more attentive. Active
listening is a primary diagnostic tool for effective communication, it comprises the act of
actively listening to what another person is saying (Carlucci, 2018). Effective business
communication in an organization provides the mandate to all stakeholders including employees
and the management to be active listeners to each other. Active listening communication

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technique is an essential element that is commonly used during counseling and conflict
resolution (Carlucci, 2018). This communication methodology requires a person to be more
attentive and fully concentrate, understand and respond promptly as intended. The active
listening in communication allows the disclosure of important information which is fundamental
in the decision-making process of an organization (Carroll, 2015).
The primary goal of active listening is beyond getting what the other person is saying, it
is focused towards providing relevant feedback to the protected person. Effective business
communication is measured by scrutinizing customer responds towards the service provided by
the employees (Charter M. , 2017). Active listening in communication allows a person to earn
trust from the colleagues in workplaces. Moreover, customers who intents who get good
products and service have the obligation of actively listening to the company employees.
Communication is explained as the process of involving listening to what is presented by a
sender (Charter M. , 2017). Hence, it is my responsibility to actively listen to the speaker who
provides certain information, good listening will allow the provision of relevant feedback. As I
was working as a marketing associate at Starbucks Company, Non-verbal communication
seemed not to be effective as compared to the verbal form of communication (Carroll, 2015).
One of the primary issue that sabotage communication is the repetition of words while listening
actively to the speaker one I seem to be asking more question, making the whole process to be
boring. However, asking of more question may be perceived to be interrupting what the speaker
is saying. Some of the speakers who are regarded to be superiors in an organization feel pissed
when a person asks more questions relating to one particular subject (Zareen , 2012).
Non- verbal communication

Effective Business communication 5
Non-verbal communication is a fundamental element that facilitates effective business
communication in an organization. Non-vernal communication is the communication process
which does not use speech, it simply a form of communication that contradicts Non-verbal
communication refers to facial expression, gestures, poster and eye contact, it is simply described
as the body language that speaks loudest that the spoken words (Zareen , 2012). This form of
communication provides silent communication which is prescribed not to be displayed to the
public. A tone is a form of communication that brings correlation between verbal and non-verbal
communication, the voice of a tone is considered to be non-verbal since it is silent but passes a
very important message to the entire business organization. Therefore, any business organization
that purposes for effective communication need to consider non-verbal communications, the
management should learn the body language of employees while they are communicating with
them and amongst themselves (Woliński, 2018).
Non-verbal communication is reflected not to be reached in details as compared with the
verbal form of communication. It is important for all stakeholders in the organization to use
verbal communication where necessary and not using it as the main form of communication.
Amongst the issues affecting non-verbal communications is incomplete communication ideas. It
is also inactive in some areas, that is the reason as to why it is discouraged to be used as the main
form of communication in an organization (Tripathy, 2018).
Assertiveness perception of communication
Communication tends to create a fundamental perception of interpreting certain message
received from a person. The organizational management in an organization needs to be more
concerned with the information that is intended to be communicated. The company has to focus
on the perception from the workers or from the customers (Goetsch & Davis, 2014).

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Assertiveness is defined as the practice of behavior that allows a person to act in accordance with
a particular interest. Assertiveness in communication allows a person to gain confidence while
communicating with other persons. Effective business communication needs a person who
conveying a particular message to a particular category of people. Assertive perception of the
communication is reflected to limit the effeteness' of communication in an organization (Grunig,
2013).
Assertive perception of communication allows a person to confidently request, persuade
and to build communication amongst those who communicate. This form of communication
allows a person have confidence in requesting for precise information from another party, on the
other hand, assertive communication in an organization ascertains the fact of persuading a person
to provide relevant feedback relating to the message sent (Kaul, 2014).
Assertive communication in an organization help me to adopt the internal operation of
the organization is used to work with. In the last 12 months, the assertive perception of
communication tends encouraged me to have confidence while communicating to my superiors,
especially to supervisors and departed managers (Pullen, 2017). Overconfidence during
communication process may affect the feedback to be obtained, it may lead to the provision of
irrelevant information which may not have any valued during the organizational decision-making
process (Zareen , 2012).
Generally, the above diagnostic communication techniques are appropriate in
determining and elaborating organizational change. The relevancy of communication during
proposed change has been empirically demonstrated and agreed upon by the professional
researchers. The whole overview of the researcher shows that communication is an important
component in organizational management in enhancing change and positive organizational

Effective Business communication 7
behavior. It is also a vital element that promotes commitment, performance across all the
management level, job satisfaction and organizational citizenship is also enhanced by
communication techniques in the organization (Woliński, 2018).
Despite the elaborating more about the importance of communication-based on
mentioned techniques, the above diagnostic is considered not to be effective because of different
issues. Failure to listening and attitude ago are reflected to be key issues that affect the
communication process in an organization.
Attitude and ego
Attitude and ego is a key communication issue that affects how communication is
perceived in an organization. As a marketing associate at Starbucks company, I realize that
active listening and assertive communication approach encourage attitude and ego, where some
workers or superior individual developed a negative attitude toward each other. However, some
of the individual in the organization tend not to take responsibility for their work and thus
affecting the all communication management process (Tripathy, 2018).
Failure to listening
Inability to listen is a fatal and key issue that affect the communication procedures in an
organization. Often more workers in the organization fail to obtain full message because they
failed to listen carefully to the speaker. Active listening and non-verbal communicator is a
primary communication technique that many people are failing to listen and interpret voices and
tones as well as the body languages that they are used to communicate (Tripathy, 2018).
Literature review
According to Bryson, J. (2017), effective communication takes the form of strategic
diagnostic approaches. These strategic approaches tend to formulate the intention of the message

Effective Business communication 8
since it provides a platform for communication. Effective communication is focused to attained
four primary goals in an organization. The study reveals that effective business communication
targets to request, persuade, as well as building relationship within the organization. According
to Husain. Z. (2012), effective communication is defined as the process of sharing information
between two parties and sending a message that is easily understood by each person, an effective
communication process between the parties contributes to the company success.
Organizational behavior
Organizational communication is defined by Bovée, & Thill, (2012), as a primary process
whereby individuals in an organization gather important information relating to the general
organizational operations as well as the changes that occur within all the management levels and
structure. Organizational communication is considered to be important since it allows the
organizational members to be informed about their task and responsibilities in the organization
(Bové & Thill, 2012).
It also acts as fundamental strategic management approach that allows the business
organization to be one united body. Grunig, (2013), ascertain that meaning full communication
in an organization appreciate the whole communication process as well as informing and
educating employees about what is required out of them regarding the process of
accomplishment of strategic goals and objectives. Commitment and positive attitude toward
communication process installed by a business organization should allow organizational
members to realize their purpose in the organization (Grunig, 2013).
Generating Community Spirit
Organization communication is considered to be an essential component which is
important in realizing the organization strategic goals and objective. According to Goetsch, &

Effective Business communication 9
Davis, (2014), communication is an important factor that facilitate community spirit in an
organization. Community spirit is defined as the togetherness between the organizational
members across all the management structures and levels. An elaborated communication creates
community spirit that acts as the foundation for the realization of the organization goals and
objectives. It allows the individual to have the desire of listening to each other (Goetsch D. ,
2014).
On the other hand, it also allows organizational members to predominantly develop
positive attitude towards the structure communication process provided by the organizational
management. This argument is supported by Slutsky, & Sardegna, (2018), communication
provide solution to key issues affecting whole organizational operations. Communication in an
organization provide a platform of developing an auspicious working environment for all
employees, and thus allowing employees to be determined in moving towards realizing their
responsibilities in the organization (Slutsky & Sardegna, 2018).
Organization structure
Although the elementary process of effective communication is similar in several
different situations, one unique aspect of organization has a deep impact on the communication
procedure. Business organization frequently are organized in a systematic approach, making it to
be effective to all organization. The organization structure is embraced to set relationship
between all stakeholder in an organization.
According to Bresciani, S. (2015), organization structure naturally is designated by a map
or plan, known as an organizational chart. The charts offer graphic demonstrations of the formal
arrangement of communication in an organization. An organizational chart maybe compared to

Effective Business communication 10
an X-ray showing the enterprise skeleton, an outline of the planned, formal connections between
managers and employees in different divisions or units. Therefore, the organizational structure
and chart formulates a clear overview of the company communication process (Bresciani, 2015).
They tend to discourage the organizational member from developing negative attitude towards
communication strategies, it also allows the individual to have good listening skills and thus they
will provide relevant feedback that is fundamental in enhancing business organizational
processes.
Directions of communication
Communicators in an organization can be managers and employees, between
division and units. According to Kassem, R., Ajmal, M. M. (2017), managers communicate with
other managers, employees, supervisors in one-way communication procedures do not allow
subordinates to communicate feedback. Therefore, employees communicate with managers,
supervisors, customers, and external parties in two-way communication procedures
that provide for such feedback. The organization structure of a company must arrange for
communication in three different directions, the direction comprises downward, horizontal and
upward (Kassem & Ajmal, 2017).

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Downward communication
The download communication is described to flow from top level management to those
who are at the lower levels of the company. The traditional views of communication process in
the organization have to control all the communication process that are considered to be
essential. Downward communication allows the management to strategies on relevant measures
that will encourage employees to be good listeners (Bresciani, 2015).
Upward communication
Upward communication in an organization is refers to the type of communication where
the information is directed from lower levels to the top levels of management in an organization,
it also allows the management to consider employees as the primary stakeholders in realizing the
organizational strategies goals and objectives (Bryson).
Horizontal communication

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Horizontal communication in an organization tend to facilitate communication across all
the management levels. This is a type of communication that allows all the stakeholders to
actively listen to each other as they foster the way of accomplishing the organizational goals and
objectives. Large organization in the business environment tend to encourage horizontal
communication process since it allows the participation of all the stakeholders.
According Charter, (2017), horizontal communication approach allows the management
to have the attention of all employees, especially those who are at the production department of
the organization. Therefore, communication is defined as fundamental element that allows the
business organization to structure on the relevant procedure of attaining its strategic goals and
objectives. Incorporating all communication diagnostic measures in an organization encourages
better internal and external operations, and thus allowing the employees and the management to
realize their responsibilities in enhancing realization of strategic visions and missions (Charter
M. , 2017).
Communication channels
Woliński, (2018), explained communication as an essential management action that tests
the foundation and matters relating to a particular organization. According to him,
communication is an important factor that changes all the powers in the organization, it makes
the organization to be helpful to all stakeholders as it associates the same stakeholders with the
strategic goals and objectives, especially the superior and the subordinates (Woliński, 2018).
Most of the employees in the organization failed to appreciate the essence of
communication within the organizational structure, and thus they tend to be poor listeners.
Because of poor perception of communication channels encourage employees to have negative
attitude and ego towards the entire organizational operations. According to Herrmann, &