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BUSN20017 Effective Business Communications

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Communication is an integral part for the organization because it enhances the productivity of the employee. Effective communication facilitates to foster a good working relationship between the employee and the employer in the business which is helpful to enhance the efficiency and morale. Diagnostic tools for communication will be discussed which will give better understating about the communication and the method of communicating within the business. It will focus on 5 diagnostic tools of communication in my own communication area such as verbal communication, active listening, non- verbal, and assertiveness perception. The five diagnostic tools are self perceived communication competence scale (SPCC), willingness to listen diagnostic, non verbal immediacy scale- self report (NIS-S), talkaholic scale and personal report intercultural communication apprehension (PRICA). Along with that it will be helpful for representing the keep communication issues and its solutions. Literature review will be reflected to identification and explanation of key issues of diagnosis and reflections. Action plan is a technique to determine the time schedule for each activity and the role of action plan in this report is essential.

Component 1

Diagnosis and Reflection

There are so many business communication tools which are helpful for conveying the messages. 5 diagnostic tools are self perceived communication competence scale (SPCC), willingness to listen diagnostic, non verbal immediacy scale- self report (NIS-S), talkaholic scale and personal report intercultural communication apprehension (PRICA). These are the tools which has been helpful to analyze my own communication style across verbal communication, active listening, non- verbal, and assertiveness perception. I am a project manager of the IT software company and use various tools to convey the messages from one place to another. The Self-Perceived Communication Competence Scale (SPCCS) was processed to gain information about the feeling of competent that they are in a variety of communication context. I have analyzed that this tool is helpful for me to analyze my communication with the other employees of the same company. This diagnostic tool has some statements to analyze the behaviour and understanding of an individual in the company (Grunig, 2013). With the help of this tool I have been analyzed that I am able to communicate with an acquaintance as well as strangers in well manner. Willingness to listen diagnostic is a tool which defines the capability to listen first the employees before giving instruction. It is required for the project team to facilitate them to be more efficient at the workplace. Being able to carry my team together helps them and I as well to provide the information related to task at one platform. The non verbal immediacy scale- self report (NIS-S) is dependent on the immediacy of people in term to communication. I am good at non-verbal communication so it is easy for me to convey the company’s information and news by an e-mail or written manner. The talkaholic scale is a measure of compulsive communication. It has been analyzed that some people are more talkative and have great difficulty to being quiet in the presence of other people. Personal report intercultural communication apprehension (PRICA) is a tool which measured to develop to address communication apprehension in the intercultural context. I am mature enough to convey the relevant information regarding company. As an IT manager, I have so many responsibilities in the IT Company and I have to be perfect in the view of other employees if I want to make them productive. It has been analyzed that there are two communication issues I have faced while communicating with others. I have become tense and nervous while communication with a group of people of different cultures. It is a weak point of mine and I have analyzed this weakness in mine with the help of Personal Report of Intercultural Communication Apprehension (PRICA) tool. Another weakness of communication issue in mine is that I avoid eye contact and sit close or stand close to people while talking with them. These two major issues are communication which has been found in me. I have to prepare myself to prevent from this kind of issues because it makes me weak and shows that I am not confident and does not give importance to them who are listening me carefully. According my professional, I have to interact with various people who belong to various countries. The communication issue of becoming a tense and nervous while interacting with people of different cultures can bring me the situation of less confident and this attitude can be harmful for the company and my job role as well.

Reflection on two professional interactions

There were meeting in the organization and I had to present the company’s information regarding employee in front of General Manager and the CEO. I had to show the possible changes in the organization for the purpose of making huge sales. There were two other members present who belong to another country. All were gathered in the conference room and meeting was started. I started with introduction and then present the possible changes and information about the employee of the company and their work productivity towards to accomplish the task. There were discussion made and my GM asked few questions about my presentation and I gave answer but when I got question from those person who was not the part of mu culture. I started to get nervous and was unable to give answer of their question in appropriate manner. My nervousness takes high position and I hesitated to face them. This attitude reflected my weakness in communication while interacting with people of different cultures. I had to realize that there is requirement is necessary to maintain the position of my job role in front of different culture’s people.

I was responsible to convey the changes in the activities of the organization to the employees. I had to make them aware about the changes in the software. I was the only person who got training to run the software in perfect manner and that is why my senior manager gave me responsibility to train other employee and tell them about the need or requirement of the new proposed software. I called a group of employees and initiated to tell about the need and importance of proposed software. After completing my description about the software, question was raised in the mind of employee and they asked question. I was prepared to give answer because I was already trained but it has been analyzed that while giving answer I avoided eye contact and sit or stand close while taking to them. This attitude brought insecurity in me and other employees were not satisfied with the way of answering. It was done due to my communication issue while interacting with other employee.  It is required for me to make eye contact with people while interacting. Personal communication development can be done by removing those communication issues (Nickolayev, Svintorzhitskaja, Bondar & Ermakova, 2015).

Component 2

Literature Review 

The role of communication is vital in a team and group building. The successful organization is focusing on improving the communication practice within the organization to improve the condition of the organization and enhance the coordination between the employees. The two issues have identified by me that am lack of coordination with other employee while interacting and another issue is lack of understanding due to cultural differences. I learned that a dedicated team is developed due to significant communication strategies and channels among the staff. Various patterns are followed within an organization to flow the information from one department to another such as chain network and wheel network. There are two forms of communication to convey the message that is formal and informal communication. Formal mode of communication involves guidelines and practiced professionally. Pre-meeting talk has a noteworthy impact on the meeting effectiveness. In one of my past experience, there was pre-presentation talk arranged by my supervisor. We were assigned an assignment to accomplish and have to present in front of them. It was the task which facilitated me to make and understand what the content was. Along with that this technique was also helped me to overcome of my fear of public speaking. It was the experience that is crucial to understand the role of and importance of pre-meeting talk. Informal communication has effective role in the communication with each other. It is able to produce comparatively flexible environment because it has not nature of mandatory. It is considered as the common mode of communication within family or friend circle. It helped me to make better understanding with my coworkers in an appropriate manner. I have found that there are two communication issues in me which reduce my ability to perform appropriately in front of group of people. There are five diagnostic tools which helped me to analyze my communication skills. Personal Report of Intercultural Communication Apprehension (PRICA) is one of the Diagnostic tools that help me out to analyze my communication issue that is hesitation and nervousness while talking with a group of different culture. Another issue I have found with the help of Nonverbal Immediacy Scale-Self Report (NIS-S). With the help of this Diagnostic tool, that I, often, avoid eye contact while interacting with people.

There are various models of communication which is helpful to reduce the communication issues while interacting with group of people. The transaction model of communication defines the belief of communication that does not flow back. It creates a situation where individuals are free to respond to a situation or phenomenon (Jin, Liu & Austin, 2014). It has been analyzed that communication does not arise in a vacuum, it happens within a context. Context is considered as the setting in which the communication takes place. Context is able to provide the interpretive framework that has the capability to carry out of the meaning to communicative interaction. Culture also provides a context for understanding communication. Various attitude, symbols, rules and beliefs and values define that all cultures have a specific believe, rules and symbols about communication and communicating. Culture is not the element which is linked to a specific Nation (Rickards, Wiseman & Kashima, 2014).

Poor communication develops chaotic working environment which is liable to increase the demotivation environment in the organization and towards a common goal (Voinea, Busu, Opran & Vladutescu, 2015). I used to have misunderstanding with my supervisor about the assigned assignment that was not clear and concise. It is done because my supervisor never used to follow any model of communication and keeps forgetting what he said. I never used to raise any question due to my passive strategy, which ahead enhanced our misunderstanding. Poor communication is responsible to enhance the conflicts among the team members. It could be done due to personal issues such as attitude, perception and designation. It also could be done due to cultural diversity, unclear goals and several unclear factors that take birth from poor communication.

There is required to have the interpersonal skills remove the communication issues in the verbal and nonverbal communication area. I am facing major two issues such as interacting with group of people of different culture and represent myself in front of employees while communicating the information from super authority to the Employees. Interpersonal communication will be helpful to reduce the communication issues while interacting with others. Interpersonal communication is able to influence the attitudes and behaviour of others. The theory of behaviour facilitates to understand the behaviour of others (Manning, Waldman, Lindsey, Newberg & Cotter-Lockard, 2013). It is considered as a disciplinary approach. It helps to promote social or emotional development and would be able to support appropriate behaviour by enhancing new skills. It is important to enhance the skill to understand the people who belong to the different culture. There is requirement to understand that the work environment and its culture is same for every employee (Wirtz, Pistoia,  Ullrich  & Göttel, 2016).

Interpersonal skills are important to interact with others in an etiquette manner. In a domain of business, interpersonal skills involved everything including communication and listening skills to attitude. Interpersonal skill refers to knowledge of social expectations and it is a type of social intelligence that is able to giving attention to the action of others and defines it correctly (Carvalho, 2013). Interpersonal skills can be improved by active listening and it can be learnt by the process of repeating back to a speaker. I have been analyzed that my communication issue can be improved by interacting more with people of different culture; it would be helpful to enhance the confidence of mine while interacting with different cultures' people. It has been evaluated that with the help of non verbal immediacy scale- self report (NIS-S) of Diagnostic tool that I should make friend and communicate with them. It would be helpful to open me in front of strangers and I would be able to make eye contact while interacting with them. My verbal and nonverbal communication area can be improved by enhancing the interpersonal skill as well as theoretical skills. The skill of theoretical helps to understand the working style of various techniques. Theoretical and practical knowledge is essential for improving the communication. It would be helpful to me to understand the entire forest, create the context, facilities to set strategy (Ghobadi & Mathiassen, 2016). Where self education is concerned theory ready to set a direction for a potential education the knowledge of theoretical is able to lead to depth understanding of a concept by seeing it in context of entire  and understanding the why behind the strategy (Law, Buhalis & Cobanoglu, 2014).

Component 3

Action Plan

An action plan is considered as a document that refers the step by step activity of accomplishing the task within time frame. The aim of action plan is to clear that what resources are needed to attain the goal. It makes a timeline for when particular tasks need to be completed and decide what possessions are needed. It is an action plan which has been made for the purpose to evaluate the key activities and events that I can undertake over the next 6 months to obtain the knowledge, skills and behaviors recognized as requiring growth. An action plan will be described below which will be helpful to define each activities to improve the communication skills in certain period of time i.e. 6 months. The following activities will be helpful to improve the communication issues while interacting with group of people. It will define the importance of communication as well. New reconfiguration program will be helpful to provide knowledge about the legal structure of the organization. Short course of online will be given a specific knowledge about the communication and the main course of post graduate will be performed the role to provide the depth knowledge to communicate with other especially in business terms. Tools of communication will be facilitated to give proper answering and resolving the issues related to communication.

Serial numbers


Initiating date

Duration (months)

Accomplishment date



Introduction to the new reconfiguration program

September, 2016

1 months

October, 2016

The main aim of this program to make aware staff about the legacy structure into a more stable.


Short course of communication skill

October, 2016

1 months

November, 2016

It will be helpful to understand the requirement and importance of communication in the organization.


Master of communication

November, 2016

1 months

December, 2016

It will be initiated to develop the depth knowledge of verbal as well as non-verbal communication in certain period of time.


Development of communication tool such as intranet

December, 2017

1 months

January, 2018

It will be

Initiated after

Completing the

Course of



Business archive case studies, The Business Archives Council

February, 2018

2 months

April, 2018

It will be done with the help of numerous examples of range of business.
















































It has been concluded that communication should be effective in the organization for coordination. It is the report which has been made on the issues in communication and the improvement of it. The 5 diagnosis tools have been reflected in the report which is able for self analyze. Literature review has shown the various theories and concepts of communication and two major issues of communication have been found out. The discussion has been made on the issues and recommendation provided. Action plan is a document which described the complete information of the activity with time frame. Various activities for the improvement in communication have been mentioned in the action plan.


Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586-607.

Bohannon, L. S., Herbert, A. M., Pelz, J. B., & Rantanen, E. M. (2013). Eye contact and video-mediated communication: A review. Displays, 34(2), 177-185.

Ghobadi, S., & Mathiassen, L. (2016). Perceived barriers to effective knowledge sharing in agile software teams. Information Systems Journal, 26(2), 95-125.

Grunig, J. E. (Ed.). (2013). Excellence in public relations and communication management. Routledge.

Hart, J. W., Gleeson, B., Pan, M., Moon, A., MacLean, K., & Croft, E. (2014). Gesture, gaze, touch, and hesitation: Timing cues for collaborative work. In HRI Workshop on Timing in Human-Robot Interaction, Bielefeld, Germany.

Jin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective crisis management: The effects of crisis origin, information form, and source on publics’ crisis responses. Communication research, 41(1), 74-94.

Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 26(5), 727-750.

Manning, C. A., Waldman, M. R., Lindsey, W. E., Newberg, A. B., & Cotter-Lockard, D. (2013). Personal Inner Values–A Key to Effective Face-to-Face Business Communication. Journal of Executive Education, 11(1), 3.

Mojzisch, A., Kerschreiter, R., Faulmüller, N., Vogelgesang, F., & Schulz-Hardt, S. (2014). The consistency principle in interpersonal communication: Consequences of preference confirmation and disconfirmation in collective decision making. Journal of Personality and Social Psychology, 106(6), 961.

Monteiro de Carvalho, M. (2013). An investigation of the role of communication in IT projects. International Journal of Operations & Production Management, 34(1), 36-64.

Moon, A., Parker, C. A., Croft, E. A., & Van der Loos, H. M. (2013). Design and impact of hesitation gestures during human-robot resource conflicts. Journal of Human-Robot Interaction, 2(3), 18-40.

Nickolayev, V. P., Svintorzhitskaja, I. A., Bondar, I. A., & Ermakova, L. I. (2015). On subtle distinctions between lingual communication and interlingual miscommunication. European Journal of Science and Theology, 11(4), 159-168.

Reim, W., Parida, V., & Örtqvist, D. (2015). Product–Service Systems (PSS) business models and tactics–a systematic literature review. Journal of Cleaner Production, 97, 61-75.

Rickards, L., Wiseman, J., & Kashima, Y. (2014). Barriers to effective climate change mitigation: the case of senior government and business decision makers. Wiley Interdisciplinary Reviews: Climate Change, 5(6), 753-773.

Rydén, P., Ringberg, T., & Wilke, R. (2015). How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media. Journal of Interactive Marketing, 31, 1-16.

Veit, D., Clemons, E., Benlian, A., Buxmann, P., Hess, T., Kundisch, D., ... & Spann, M. (2014). Business models. Business & Information Systems Engineering, 6(1), 45-53.

Voinea, D. V., Busu, O. V., Opran, E. R., & Vladutescu, S. (2015). Embarrassments in managerial communication. Polish Journal of Management Studies, 11(2).

Wirtz, B. W., Pistoia, A., Ullrich, S., & Göttel, V. (2016). Business models: Origin, development and future research perspectives. Long Range Planning, 49(1), 36-54.

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