importance of Business Communication Skills for

Organisations
Question

Task: The purpose of this assessment is to provide students with the opportunity to
engage in reflective practice, using a range of diagnostic tools and feedback, to identify
two key areas of personal capability that can be addressed (improved) to increase their
communication effectiveness. This assessment is aimed to assess your ability to
demonstrate advanced knowledge in written communication and your skill to
autonomously reflect about good practices in workplace communication. Through the
process of self-reflection, you will be able to improve your communication competencies
through your knowledge of and ability to perform contextually appropriate
communicative behaviours.

This assignment has three specific components.

1. Diagnosis and Reflection

a. Using 5 diagnostic tools related to communication, you are to analyse your own
communication style across various areas such as verbal communication, active
listening, non- verbal, and assertiveness perception. You will be given the
individual diagnostics during the tutorials. Your tutor/lecturer will check and sign-
off that you have completed each individual diagnostic during the tutorials. This
means that if you fail to attend some or any of tutorial you will not be able to
receive and complete the diagnostics.
b. You are to present the findings of the tools. The scores for each diagnostic must
be included in your essay. In doing so you will show your understanding of the
results as they apply to your personal situation.
c. Based upon your analysis of the findings you are to identify two key
communication issues that you have identified as requiring development.
d. Reflect on two recent professional interactions that you have had within the past
12 months. Analyse these interactions from the perspective of the two key
communication issues that are identified as requiring development. To what
extent are these evident and support the need for personal communication
development?

2. Literature review
You are to identify and explain the two issues from your diagnosis and reflection. You
are to define the concepts, outline key models and or behaviours that need to be
developed to demonstrate effective practice. This literature review needs to outline both
the conceptual (theoretical) and behavioural (interpersonal) skills that you need to
acquire to demonstrate competence in your chosen area of communication.

3. Action Plan
As a conclusion, you are to develop an action plan of key events and activities that you
can undertake over the next 6 months to acquire the knowledge, skills, and behaviours
identified as requiring development in component one. This can include the following

a. Undertaking specific short courses, to develop skills based on actual courses that
are available.
 b. Undertaking advanced post-graduate communication courses at CQU or other
institutions.
c. A reading plan to acquire conceptual knowledge, which may include specific
communication texts and self-help books which must be specified.
d. Maintaining of personal journals reflecting on communication interactions.
e. This section must include actionable items with timelines (such as a Gantt chart)
and an indication of how you will measure their successful completion.

Answer

Business communication skills are observed to be critical in order to gain success of the
organisation. Despite the geographical location, mission and size communication skills
help in the growing of the business. Business communication is intertwined with the
internal culture along with the external image of an organisation. Thus, it helps in
determining the communication and the level of communication in an organisation.
Along with that good business practices assist the organisation in achieving the
objectives by building and persuading both internal and external environment of the
business. It can also be observed that if the organisation services and prosper in the
global environment it is necessary that communication structure and the process must
be changed within the organisation.

The concerned essay will shed light on the communication skills among the individuals
in the various situations. Five important diagnostic tools for knowing individual effective
communication skills are being discussed in the essay. The diagnostic tools help in
giving a score in the communication skills. Based on findings of the diagnostic
approaches two key communication skills will be highlighted. Some of the effective and
key communication skills will also be discussed that includes the theoretical as well as
interpersonal skills of the communication. The communication issues that will be
identified will be discussed in the reflective essay and the existing literature. Finally, the
action plan will be developed that will help in enhancing the communication skills.

Diagnostic tools help in knowing the key issues and strong point in the communication
skills. As per the scores on the diagnostic tools, I recognised that I have good verbal
communication power (Bargiela-Chiappini & Nickerson, 2014). However, I have a
complication in the intercultural communication apprehension and the non-verbal
communication issues. As commented by Kleckner & Marshall (2014), non-verbal
communication is the feelings of cues that are being positive towards another person.
However, I identified that I cannot show the non-verbal approaches such as my body
language and facial expression while talking to a person is not appropriate (Cardon,
2014). The person is not able to understand my feeling or the message I want to convey
while I use the non- verbal communication skills approaches. However, I am an active
listener because it has been observed that in order to have an appropriate verbal
communication active listening is required. I have also identified that intercultural
communication apprehension is all not appropriate in my communication skills.

This is identified as per the score of the personal report of the intercultural
communication apprehension. As stated by Mehrabian (2017), intercultural
communication apprehension is the communication issue with deals with the fear and
anxiety while communication in the critical situation. As commented by Brink & Costigan
(2015), business educators able to continues to seek the novice way in order to prepare
the students for the encounters in the intercultural field. However, it is also reported that
immersions of the other cultures are the strategy that is not much feasible.
Self- Perceived Communication Competence Scale (SPCC) helps in the identification of
the capacity of being a better communicator in the verbal field. This also helps in the
knowing that is the individuals is an active listener or no. the total SPCC value is 186
which evidences a higher competence in the self-perceived communication (Cardon &
Marshall, 2015). The higher self - perceived communication competence includes the
meeting, group and public meetings, which all are high as per the score of the SPCC
communication skills.
Nonverbal immediacy is the behaviours that show for one person to another with the
facial expression or the body language. However, there is the difference between the
male and female in the communication pattern of non - verbal communication. As stated
by Uchitomi et al. (2014), females are observed to be more nonverbally significant than
males. The function of social desirability is also immediate of the females as compared
to males. The total score of my non- verbal communication skill is 71 which is low that
83. 83 are the standard score for non - verbal communication than males.

Personal Report of the Intercultural Communication Apprehension (PRICA) is used in

knowing the communication apprehension in the intercultural perspectives. This score
helps me in knowing my level of fear and anxiety in the communication pattern. By
tabulating the step 1 and step 2 I found my PRICA score to be 24 which indicates that I
have low intercultural communication apprehension. In case the score was above 52 it
would have indicated high intercultural CA.

Another diagnostic tool helps in knowing the level of compulsiveness in me while I am

communication with someone. Based on the Talkaholic scale score my score is 29. Thus
it evidences that I am not much compulsive while communication. However, 30 to 39
range in the borderline talkaholic (Kimball, 2015). I can keep quiet in a situation if there
is no need.

Last communication diagnostic tool; that is being used by me is to know the tolerance for
disagreement in the conversation. Tolerance for disagreement refers to the level of
tolerance of the talk, which an individual is not agreed into. The score for the tolerance
for disagreement is 54, which indicate that I have a high tolerance for the disagreement.
In case, any person is talking to me and keeping the message, which is not according to
my viewpoint. In will not get hyper and handle the situation in an appropriate manner
(Hegde et al. 2015).

The two-communication complication that I found in myself based on the diagnosis is the
intercultural communication apprehension and non-verbal communication. As stated by
Kasari et al. (2015), intercultural communication apprehension has defined that anxiety
or fear while interaction with the person having a different culture. As stated by Riley &
Simons (2016), culture helps the people in determining the method an individual can
construct the behaviour and attitude that is shared by the same society. On the support,
Kasari et al. (2015) stated that various cultures in which the individuals are raised for the
communication prices are being regarded as the first step to the intercultural
communication.
People who have feared to interact with the people with different culture suffer from the
intercultural comprehension issue. Some of the major types of intercultural;
communication apprehension is trait-like communication, context-based communication,
situation communication apprehension and audience based communication
apprehension (Riley & Simons, 2016). Non - verbal communication issue refers to the
issue that an individual suffers while expressing any message with the help of facial
expression and a body language. It has been identified that one person with the help of
both can portray a proper and effective message bodily as well a vocal language. As I
am a not good at the non - verbal communication I often have issues at my workplace.
This leads to the complication that is related to the employee relation. The issues, which
I face due to the non - verbal communication, are the problem in the misunderstanding
and problem in irritating.

Along with the poor non - verbal communication also leads to the problems in the quality
of communication. The perceptions of the two individuals also do not match while having
the non - verbal communication. It is important to know the factors that are being
included in the non - verbal communication. Movement, posture, eye contact,
appearance, gestures and tone of voice are key factors that are being judged or noticed
by the person with whom one is having non - verbal communication. Some of the key
problem while communication in a nonverbal way is person needs to be aware regarding
the cultural conventions. In many situations, some of the gestures are not being
accepted in the certain situation. In order to justify the issues in communication that I
diagnosed from the communication diagnosis tools, I want to focus on the recent
professional and well as personal interaction, which helps in knowing my communication
issues in the better way.

Four months ago, one incident happened to me regarding my inability to deal with
persons with varied cultural beliefs that is the intercultural communication apprehension
issue. I was sent to a business trip from my office. I was sent to a place that was
unknown to me. In that case was to interact with the local people of the areas. I realised
that I was not able to communicate with them in an effective manner. I was not being
able to convey my message to them. I feared that if anything gets wrong. They were also
not much comfortable with me while having a conversation regarding their culture and
viewpoints. This incident helped me in knowing that I am not much capable of
communication with the people with different culture. In order to have an appropriate
communication with people, I want people to be on my page. Similar viewpoints and
perceptions help me in communication my message in an effective way.

Another incident made me realise that I lack the ability of the non - verbal
communication. I was approaching for an interview. My interview was well; however, I
was not selected for the job. I was wondering what the issue, which made me incapable
of the job. I then recalled the overall situation, I was nervous on that particular day. I was
not able to adjust my posture and gestures in front of the interviewer. I was lacking the
confidence. Despite I answered the entire question they asked me appropriately. I was
not able to satisfy them with my facial expression and confidence level. Due to lack of
confidence my posture, gestures, the tone of voice was not appropriate that could give
me that job thus, I realised that nonverbal communication has significance in the
professional as well as personal development. This helped in achieving many steps of
the life that is significant. Both personal and professional developed is required so that I
can handle the entire situation the personal as well as professional life in an effective
manner.

Literature review
The diagnostic tools have helped me to understand the major communication issues
faced by me. Non-verbal communication skill, as well as intercultural communication
apprehension, is the two major communication issues faced by me as per the diagnostic
tool. Interpersonal communication is one of the most explicit uses of communication skill
adopted by many people in order to communicate with them. This involves a process
that is used by people in order to share their feelings and emotions. Bargiela-Chiappini &
Nickerson (2014) commented that non- verbal communication involves the use of visual
cues. Body language and tone has been used extensively as a medium of
communication. Cardon (2014) stated that non-verbal communication is one of the most
useful communication technique adopted by many businesses in order to interact with
other companies globally. However, Mehrabian (2017) argued and commented that in
this nonverbal communication, the sender, as well as the receiver, must be in close
proximity. The visual cues involve body tone and language and this could be received
only in presence. As per this non-verbal communication technique, both the sender and
receiver need to show somebody tone and language that would help them to
communicate.

Shannon and Weaver Model of communication have been developed in order to show
an effective communication between the sender and the receiver. As per this model,
communication occurs with the help of five steps. The sender transmits information to
the receptor and this data are encoded. Brink & Costigan (2015) commented that as per
this model. The first step involves sending information to the sender. The second step in
this communication loop is encoding where information is encoded in the form of signals.
The next step involves this signal transmitted in the form of message. It is essential to
decode data and information in the form of messages. The last step is to decode and in
this step, messages are finally sent to the receivers in the form of decoded messages.
Based on this decoded messages, the receiver provides feedback to their senders.
Cardon &Marshall (2015) argued and commented that lack of communication could
break this entire communication loop. Therefore, the sender, as well as the receiver,
needs to be present at the same time within the environment (Communication theory,
2018).

In this model, effective communication could be obstructed in case any sender or

receiver is not present at the same time. Therefore, Uchitomi et al. (2014) have argued
that stimuli need to be sent to the other individual with the help of proper body language.
In case the sender does not show appropriate language then it will affect the overall
communication style. Inefficiency in non-verbal communication is one of my major issues
and therefore, I would require understanding the transmission of these stimuli
appropriately in order to overcome my communication issues. Communication model is
another model that could be used in order to understand these communication skills
(Communication theory, 2018).

Effectiveness, semantic issues as well as technical problems are some of the issuers
that have been discussed in this communication model. Kimball (2015) opined that in the
workplace, effective communication is prerequisite, as this would ensure proper
productivity of the employees. Furthermore, this sort of effective communication will also
allow the employees to perform well as per the needs and requirements of the company.
As per this model, noise is an effective tool in communication. Hegde et al. (2015)
commented that between conversations. Noise plays a significant role. Brezzo et al.
(2014) argued that as per the communication cycle, sender as well as recipient needs to
have responsibility in order to encode and decode any stimuli into messages. Mukoro,
Faboyede & Eziamaka (2014) have commented that an individual need to have a
tolerance power for disagreement. In case both the sender and receiver accept the
stimuli to be positive, there will be no areas for disagreement. Murray et al. (2016)
opined that it is essential that all the stimuli received by the recipient properly by the
sender. This, it has been seen that any error in communication within business premises
could affect the entire interpretation of information and data. This would overall affect the
interpretation of information and data. Therefore, encoding as well as decoding of stimuli
is essential in case of communication.

Lasswell’s communication model unlike that of communication cycle has elaborated the
concept of effective communication. Priya & Giri (2014) have stated that this
communication model involves five steps. In case any individual follows these steps then
communication barriers could be effectively overcome. As per this model, the sender
needs to have the sole power of the messages. It is essential for this sender to deliver
messages appropriately and clearly. Royle & Laing (2014) opined that in this type of
communication model, clarity and sincerity are essential to have effective
communication between the senders as well the recipient. In this model, the content of
the message needs to be cleared. This clear content of the messages is essential in
order to avoid any communication breach. Moreover, the medium or media need to be
analysed as per this model. The audience needs to be selected as per the sender of the
messages. Finally, a feedback of the receivers is essential that needs to be provided to
the senders.

In this model, communication occurs with the help of answering some questions.
Weingart & Guenther (2016) opined that in this model, a channel has been developed
between the receiver and sender and this initiates feedback. However, Yildiz (2017)
contradicted and commented that this model fails to undermine the major loopholes that
are prevalent in communication. In my case, the behavioural concept needs to be
undermined while communicating with any personnel. I need to understand the
behaviours of other persons while communicating. This would allow me to have an
effective communication within the workplace. Moreover, Montague et al. (2015)
supported the above-based contradiction and commented that this linear model
assumes the communicator to influence the recipient. This is one of the major limitations
of this model. On contrary, McCoy et al. (2016) argued that this model emphasizes on
obtaining feedback from the recipient and therefore, this allows the sender to understand
the flaws in communication.

Transactional model is another model that is based on people’s assumptions and these
are connected with the help of communication. This model recognizes both the sender
as well as the receiver thereby generating an effective communication among them.
Most of the business-related communications are based on this transaction theory. In
this theory, communication occurs with the help of facial expressions and face-to-face
conversations. Therefore, this facilitates an effective communication at the time of
transactions.

Therefore, it can be said from the above-discussed communication models that in order
to establish clear communication among individuals, proper processing and concepts
are essential. I need to ensure that while communicating I do not have any issues with
the mode or channel, of communication. Exceptional noise at the time of conversation
could ruin the communication Moreover; I need to focus on the behavioural gestures of
the sender that would allow me to understand the conversation properly. This would
allow me to improve my communication skill within my workplace. I can overcome any
communication issues with the help of communication tools. I need to improve my non-
verbal communication issues as well as intercultural communication.

Action plan
The issues that I have identified from the diagnosis and models need to develop an
action plan that will help me in overcoming the key communication issues. The first step
of my action plan would be to undertake some of the short courses that will help me in
developing the communication skills. The shorts courses on the communication skill
development will be helpful in mitigating the key issues that I have been identified from
the existing literature and the diagnosis tools, along with those short courses will help in
knowing the aspects such as to the types of personality (Passeri et al. 2016). Moreover,
the personal and professional communication will help to influence the way of the
communication in a different situation.

One of the key courses of the communication skills is the training course. This will be of
one to a two-day course that will be useful in adjusting the approaches to
communication that is required based on the situation (Powless & Schafer, 2016). I will
also include the completion of the master of STAR technique that will help me in
speaking on the spot. This technique for the course will be helpful in speaking on the
spot and mitigate the cultural barriers while talking to others. This technique is helpful in
is controlling my tone. Pitch and speed while I am conversing with the people. Thus, this
skill is suitable in order to develop my communication skills. It has been reported that
Victoria University, Melbourne are some such universities that organise this type of
courses for the employee or the students (Influenced by Almirall et al. 2014). It has been
observed the professional training courses are being available all over the Australian in
order to make the communication skills stronger.

I will also undertake some of the advances postgraduate courses in CQU that is central
Queensland University in order to make my communication skill stronger. This will help
in making me the master if the professional as well as personal communication.
BLAR11049 and COIT 20249 are the units that are available in the central Queensland
University. These short courses or the unit helps in building the environmental and
communication skills. Along with that, it will also help in the development of the
intercultural communication. The nonverbal communication skills will also be developed
by their courses. I will also read some books that will help me in developing the
intercultural communication. Along with that my non - verbal communication ability will
also be improved with these books. In order to improve intercultural communication
apprehension the books that I will use are "How to talk to anyone”, “Compelling people”
and “Skill with people”. However, in order to improve nonverbal communications are
“The definitive Books of Body language” and “Bringing out best in people". These books
will enhance the communication skills by sitting at home.

Lastly, I will also maintain a journal that will be useful in reflecting my own
communication interaction with different types of people. The journal will help me in
analysing the fault in the interaction with the different culture of people. I will also be able
to do a SWOT based on the communication interaction. Along with that, I can mark my
progress based on the issues that have been identified.
Conclusion
From the above discussion, it can be concluded that communication is much compelling
in every workplace as well as in the society too. It has been identified that
communication between the employees in a workplace affects the actions of a company.
Few diagnostic tools have been selected here to ascertain the negative and the positive
effects of communication. Evaluating all the points it can be said that with verbal
communication no