Analyzing Communication Skills: Diagnosis, Reflection, And Literature Review In Essay.

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, so as to identify two key areas of personal capability that can be addressed (improved) so to increase their communication effectiveness.

This assignment has three specific components.

Diagnosis and Reflection.

a) Using a minimum of 5 diagnostic tools related to communication, such as the Johari Window, Communications Style Questionnaire, Assertiveness Questionnaires etc., you are to analyse your own communication style across various areas such as verbal communication, active listening, non- verbal, assertiveness perception etc. also you can base this on your reflection from the first assessment of your oral and written presentation.

b) You are to present the findings of the tools and identify 2 of your key communication issues that you have identified as requiring development.

c) 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 so as to demonstrate effective practice. This literature review needs to outline both the conceptually (theoretical) and behavioural (interpersonal skills) that you need to acquire to demonstrate competence in your chose 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 1. This can include the following:

• undertaking specific short courses, to develop skills (must be actual courses),
• undertaking advanced post graduate communication courses at CQU or other institutions,
• a reading plan to acquire conceptual knowledge, that may include specific communication texts and self-help books (must be specified),
• maintaining of personal journals reflecting on communication interactions,
• Identification of a mentor (evidence must be provided).

This section must include actionable items with timelines (such as a Gantt chart) and an indication of how you will measure their successful completion.

This essay includes the analysis of the business communication skills which are essential for effective communicator. In order to assess the communication skills five prominent techniques like johari window, asserative questionnaire, communication style questionnaire, interpersonal communication technique and competent 360° diagnostic technique have been discussed to effectively assess the communication strength and weakness. Further, the literature review part is also analyzed including concept of communication skills, theories, models and the interpersonal skills. Lastly the action plan is also designed to enhance the identified two major weaknesses such as hesitation and inactive listening.      

1. Diagnosis and Reflection

Communication is the most important aspect for the business to carry out the internal and external process of business and its partners. It is known that communication is integral part of the organization to share the ideal information among the organization’s staff and for outside partners in order to accomplish the desired operation (Thomson, 2011). At the same time, without communication it is impossible to get the work done for business and achieve the desired objectives in certain application. Along with this, communication needs to be in effective manner so that there are no conflicts and disputes between the employer and employee of the organization and external partners of the business (Adair 2011). Further, effective communication needs to develop the communication skills like verbal and non – verbal skills to improve the decision making style of the leader in the organization.           

Analysis of communication is also significant to address the issues arises concerning the communication skills (Okoronkwo, 2011). To effectively evaluate the communication skills various adaptive techniques has used such as Johari Window, Asserative questionnaire, Communication style questionnaire and Interpersonal communication analysis.  

(A) Diagnosis of Communication Skills by Perspective Techniques         

(a) Johari Window: Johari window is one of the prominent techniques which surpass the understanding about the speaker and it also assesses the relationship with other party. At the same time, it helps the communicator to improve the communication skills by analyzing the self awareness. Basically, it is a psychological tool to get the feedback about the effective communication skills and in which you are lacking. Further, this model was proposed by the Joe Luft and Harry Ingham in the year 1955 to review the skills of individual (Smith, 2013). Moreover, it is a graphical model containing four elements to evaluate the personal skills and these elements also express the knowledge, skills and experience that an communicator have.

(i) Open Area: This is the area in which people himself knows about his skills but other people does not known. Speaking among the employees and handle them effectively is known by him and others also (Cummings and Worley, 2014).                   

(ii) Blind Area: blind areas, where the people know about himself and other about the people also know. In this pan of model the drawbacks that people have, people himself is unknown.   

(iii) Hidden Area: In this element of the model some of weakness the people himself knows but the people outside the arena does not known such as hesitation at the time of presenting yourself that other people does not understand.

Johari Window

(iv) Unknown Area: This pan of Johari Window model indicates that some of the weakness and strong point that individual have are unknown by himself and the other people also does not know. For instances the potential of individual is cannot be easily known by himself and others.  

(b) Asserative Questionnaire: Asserative questionnaire is another best practice to explore the skills and identify the weakness. Meanwhile, it is the self assessment technique which includes the list of relevant questions that can easily understand the skills of individual and provide the feedback to enhance with respect to the competitive edge. Basically, assertive people are focused on the balance between the need and wants of himself and others (Clay and Clay, 2014). Apart from this, individual requires to give the answer honestly to assess the ability and capacity of individual in effective manner. This questionnaire follows the style of people in which they lie as per their style      

From the analysis of above table it can be reviewed that people has categorized according to the style for the same. Four different styles of communication can influence the behavior of the individual. Openly aggressive behavior provokes the intensions directly, it means that this type of behavior people express directly without any assessment. It can be stated that openly aggressive behavior is harmful for the both parties. On the other hand, assertive is one of the most skills that has unique strength for the individual and enables them to lead the workforce effectively. On the other hand, passive aggressive behavior states about the hiding individual’s unrest and anger directly. Additionally, this style people are soft in nature if they have any issue and problem.

(c) Communication Style Questionnaire: Communication style questionnaire is a significant technique through which the communication style of individual can easily be identified. It is another self assessment tool to evaluate and determine the specific style that individual communicator possess (Abram and Frank, 2013). Basically, this type questionnaire is used by the many large organizations to develop the communication strategy to gain the desired outcomes.

These are the four communication styles of communication such as analytical, intuitive, personal and functional. Analytical communicator has specified language to discuss. At the same time, intuitive communicators are open to get the overview of the matter not the details. On the other hand functional communicator wants to know about the details of the view. Along with this, personal style people are more focused on the emotional thinking.     

(d) Interpersonal Communication Technique: Interpersonal communication technique enables the individual to identify the communication style for himself. It also empowers the people to assess the individual’s professional communication skill so that it would be effective to correct them at their base and enhance it (Hartley, and Chatterton, 2015). It is also known that everyone has unique thinking and style to express the thoughts through verbal and non –verbal skills so it would easily analyze the communication ability.  

(e) Competent 360° Diagnostic Technique: It is also an important diagnosis tool that can be used to judge the communication skill of employees and make them perfect to share the information exactly for their personal and professional betterment. At the same time, this tool helps the communicator to found the overall performance of him through a systematic plan. Additionally, it also indicates the individual about strengths and opportunity for the development of the communicator to being an effective communicator. Through this communication technique overall analysis is reviewed and it is recommended to improve the particular weak area of communication as I found that I am not effective at non-verbal communication which also derives value for the company.      

Asserative Questionnaire

 From the evaluation of the diagnostic tool it is reviewed that these tools and techniques are really important for the professional communicator to evade the skills. It is also known that effective communication skill is the eminent strength of the communicator to present himself confidently. Along with this, these tools suggest the easy and best way to improve the communication skill for being eminent speaker among the audience and colleagues.

Apart from this, I have found that I am facing the hesitation and active listening as communication issues that really affects my interaction with the staff and audience and I cannot share the exact information in better way so that listener can easily get up and responsive accordingly.

Communication and interaction are the daily life conversation that takes place. At the same time, it is necessary to share the information in order to complete out duty and responsibilities as an effective communicator. In concern to this, I had two recent interactions such as one at my college and another at company. At the time of college, the interviews and group discussions are going on for the placement. In a group discussion one topic is assigned to us to speak, all has spoken but when it came to me than I could not speak a singly work due to hesitation and the GD panel disqualified me.

Further, secondly I was a representor of an organization so I need to promote the product in the market successfully. I have given the presentation about the product and question answer session was going on than a good question regarding the quality of the product is asked but due to in active listening I did not answered and it was a big mistake to fend the customers.             

2. Literature Review

Literature review part address the theoretical aspect of the perspective information that main body of the review contains. Literature review of the effective communication is as follows

Communication is considered as two way process in which the message and information is shared to accomplish the organizational and personal goals. Meanwhile, it is way of transfer the feeling, thoughts and ideas in order to attain the organization goals.

Whitcomb and Whitcomb, 2012 discussed that skills of effective communication is essential for the managing and leading the business successfully because the operational efficiency is half without an effective communication aspect. Brown also stated the main purpose of the communication is to share the information, aware the organizational workforce and persuade the subordinate in order to enhance the performance of the staff (Brown, 2015). Martelli explained that communication skills are the important characteristics of communicator in which he/ she able to convey the desired message and influence the listener in effective manner.

Along with this, Yusuf criticized that the communication may impact the job, performance and the promotion of individual at the organization. Additionally, miscommunication leads to the conflicts between the organizational workforce and it may also dilute from the determined way. Jayasree also discussed that there are two forms of communication that it verbal and no- verbal. Where verbal communication may be oral and written in nature. It is evident that the verbal mode of communication is a familiar way of communication in which people directly shares the thoughts and messages. On the other hand, Sonneborn evaluated that the non- verbal communication is the art of body language in which the postures, gestures and signs expresses the message and what someone wants to say. Basically, non- verbal cues are the sign that directly represents the movement of the individual about to say and these are the speechless expressions which reflect the entire information in a single tone.

Communication Style Questionnaire

Curtis et. al, 2011 discussed that assessment of the communication skill is a significant techniques that evades the communicator to identify the communication ability and also helps to find the lacking communication skills. Along with this, Rowland, also supported that the analysis of communication skills facilitates to pinpoint the weak point and stands up for the enhancement of the communication skill to become an effective communicator. Cobley and Schulz, 2013. suggested that cause and effect is the best practice to develop the communication skill.   

Completeness, concreteness, clarity, courtesy, correctness, conciseness, consideration are the seven important ingredient of effective that enables the communicator to effectively share the desired information (Smith,  2014).  

Author evident that most of professional communicator adopts the standard communicator model that includes the sender, encoding, message, decoding, media and receiver. At the same time, authors critically evaluated that this model is followed by a chain of responsibility to make it more professional. Along with this, Shannon’s communication model is also proposed by the authors to advocates the process of communication in transit of message delivering. Claimpitt, 2012 provide another model namely derivative model that is a three level communication which is also used by the individuals. Apart from this, communication process is influenced by various factors that arise in this process and it may dilute the real information which is called the communication barriers. Smith, 2014 provokes that language, attention, interest and noise pollution may be the communication barriers.   

From the assessment of effective communication, two skills have been found out that is needed to be developed for the affluent communicator. First one is hesitation that is normally everyone have when they commence any oral presentation among the group of people. At the same time I am also lacking at active listening that is also a needful skill of the professional communicator in relation to quick and reasonable answer. Moreover, Author proposed that interpersonal skill also derives value for the manager level employee to easily assess the skills of subordinated owing to the personal interaction.          

3. Action Plan 

Everyone is not perfect with the skill to communicate the subordinate or colleagues as it is desired in order to be a responsible employee of the organization. It is evident in this competitive environment, effective communication skill is an important weapon that can be used to fed the interviewer or it is better to resolve the queries of the customer in regard to the product or service (Csiszar and Korner, 2014). In addition to this, effective communication really matters for the people to get the authoritative position by the leading power of communication. From the analysis and self assessment, two weaknesses have been founded such as hesitation and inactive listening which are essential for common delivery of information. In order to improve these communication skills, action plan is a process that can embed and used to get the better results and leads to be an influence communicator (Nair, 2017). Action plan for the six months is designed as below to enhance the skills

This is the six months communication development plan to improve the communication skill in which I am lacking as inactive listening and hesitation. In order to this first I will join a communication skill enhancement class for three months in so that the overall basic knowledge I would get for myself development. Further, I would take part in the public speaking for the company so to enhance my confidence. Further, I would also take the assistance of book written by Stella Okoronkwo to improve the communication skills. At this time, I would also join the seminar on soft skills for two months for practical development (Schilling, 2012). Apart from this, yoga may also be beneficial for me to get concentration that can improve my inactive listening. To measure the results of the action plan the assessment would take place to analyze that how much the communication skills have improved as development plan address.  

References:     

Abram, J. and Frank, J. (2013). The Multigenerational Workplace: Communicate, Collaborate, and Create Community. 

Adair J. (2011). Effective Communication (Revised Edition): The Most Important Management Skill of All. UK: Pan Macmillan.  

Brown, B. (2015). What is Effective Communication. Retrived from: https://www.livestrong.com/article/69309-effective-communication/ 

Chase, R. and Shamo, W. (2014). Elements of Effective Communication: 4th Edition. Australia: Plain and Precious Publishing.  

Claimpitt, P. (2012). Communicating for Managerial Effectiveness: Problems | Strategies | Solutions. USA: SAGE Publication.

Clay, J. Clay, M. (2013). Sales Strategy for Business Growth. UK: Thorogood Publishing.                

Cobley, P. and Schulz, P. (2013). Theories and Models of Communication. Germany: Walter de Gruyter.

Csiszar, I. and Korner, J. (2014). Information Theory: Coding Theorems for Discrete Memoryless Systems.  

Cummings, T. and Worley, T. (2014). Organization Development and Change. USA: SAGE.

Curtis K., Tzannes, A. and Rudge, T. (2011). How to talk to doctors – a guide for effective communication. International Nursing Review 58, 13–20.

Hartley, P. and Chatterton, P. (2015). Business Communication: Rethinking Your Professional Practice for the Post-digital Age. UK: Routledge.      

Mckee, A., Kepm, T. and Spence, G. (2012). Management: A Focus on Leaders. Australia: Pearson Higher Education.

Nair, R. (2017). How to Overcome Fear of the Public Speaking. Retrieved from: https://content.wisestep.com/how-to-overcome-fear-of-public-speaking-wonderful-tips/ 

Okoronkwo, S. (2011). Effective Communication With Children and Youth: A Guide for Parents and Youth Workers. USA: AuthorHouse.

Positive skills, (2017). The role of “Non-Verbal” Cues in Communication. Retrieved from: https://www.positive-parenting-skills.net/verbal-and-nonverbal-communication.html 

Schilling, D. (2012). 10 Steps To Effective Listening. Retrieved from: https://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/#139483983891 

Smith, C. (2014). The Seven Barriers of Communication. Retrieved from: https://guides.co/g/the-seven-barriers-of-communication/37295

Smith, E. (2013). Strengths-Based Therapy: Connecting Theory, Practice and Skills. USA: SAGE Publications.

Sonneborn, L. (2011). Nonverbal Communication: The Art of Body Language. USA: The Rosen Publishing Group.

Thomson, N. (2011). Effective Communication: A Guide for the People Professions. UK: Palgrave  Macmillan.  

Whitcomb, C. and Whitcomb, L. (2012). Effective Interpersonal and Team Communication Skills for Engineers. USA: John Wiley & Sons.

Yusuf, F. (2011). Effective Communication for Reference Service Delivery in Academic Libraries. Retrieved from: https://www.webpages.uidaho.edu/~mbolin/yusuf3.htm