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Business Communication

Name of the Student

Name of the University

Author Note
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Introduction

Individuals use communication as one of the elements for interacting with each other on a

frequent basis. The process of communication helps the individuals in achieving their objectives

as well as their purposes. The process of communication can take place in the form of verbal and

non-verbal communication. Verbal communication takes place by using speech and non-verbal

communication takes place in for of signals, posture, writings and some medium of arts (Bass &

Avolio, 2013). Self-assertiveness and confidence are the characteristics of dynamic

communication, which help the communication to be very much effective. This essay reflects on

various tools of communications, literature review on communication tools and an action plan,

which will help in achieving efficient communication. Skills of good communication require

great diagnostic tools of communication. These diagnostic tools are been used by professionals

of organisations for developing excellent skills of communications.

Diagnosis and Reflection

Organisation considers individuals having good communication as their assets. The process of

communication is thus therefore one of the essential important for having a smooth operation of

organisation. Communication can be both unidirectional and bi-directional process. Bi-

directional communication process is considered the effective process of communication. The

process of effective communication helps the managers to take control of the entire situation

(Harris & Sanborn, 2013). In this reflective essay the five diagnostic tools that are been

considered for diagnosis of issues faced by me in communication are been done by tools like

Personal Report of Intercultural Communication Apprehension (PRICA), Talkaholic scale,

Nonverbal Immediacy Scale-Self Report (NIS-S), Willing to Listen Diagnostic and Personal

Report of Public Speaking Anxiety (PRPSA). This reflective essay will contain this five tolls
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where the values are been calculated in the excel sheet and the findings are therefore been

analysed with the value obtained.

Application of tools to my own result

After completing the diagnosis with the utilisation of the above mentioned scale it s been

inferred that my Personal Report of Intercultural Communication Apprehension (PRICA) score

is well below the average. The score of PRICA is 47, which states that my communication level

with people of other culture needs improvement a lot. It shows that how much incapability I have

in communicating with people from different culture (Goldstein, 2015). I face issues in

communicating people of other culture as their speaking ascent and nonverbal communication

technique is very much different. It is seen that many people are shy on speaking with people of

other culture but I am not that shy. It is the communication barrier, which acts as a large barrier

in conversing with the cross-cultural people (Oomen, 2014). While working for a Multi National

Company it is obvious that I will come across people of different culture where it is very much

important for having strong communication skill with people of different culture.

After I undergone the Talkalohic test it is observed that my power of speaking is very much up to

the mark. It is been seen that there are three categories of people. People who can talk much

more are the people who are scoring 40 or more in Talkalohic test. People who are scoring in the

lower 20’s and less are the people who talks less and are been forced to talk. The Talkalohic

score showed that I have scored 30, which states that I can control most of my speech when it is

very much advantageous for keeping quiet. This shows my power of verbal communication is

good. I generally do not hesitate to talk with people from my culture (Malachowski, Martin &

Vallade, 2013). I can also speak well with a single person or individuals present within a group.
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Nonverbal Immediacy Report shows that it has a range from 112 to 92 for females and 104 to 83

for males. The score shows that my nonverbal immediacy scale-self report is having a high score

which suggests that my gestures, my eye contact, my way of representation, my way of talking

with other people is fine. Nonverbal communication plays a significant role while delivering a

presentation and communicating with people as the way of throwing of words and gestures of

delivering the speech helps in gaining the confidence while delivering a topic (Dixson et al.,

2017). Good Nonverbal communication technique also helps individuals in convincing the other

people. In business communication, convincing clients are very much significant and therefore

nonverbal communication technique plays a significant role.

The next tool which is been used for measuring communication skill is willing to listen

diagnostic scale. Listening is a major part in a bilateral communication process. The scorecards

exhibits that willing to listening score is just 57, which is below the lower average mark. This

suggests that I do not have the great listening skill but this skill is to be improved because

listening is considered a significant tool (Snozek, Kaleta & Hernandez, 2014). Listening tools

suggests that I9 cannot listen to a boring speaker. Boring speaker also has some important

information, which is needed to be listened for gaining experience in organisation. It is also been

seen in the diagnostic tool that if my mind is been preoccupied by other things I often tends not

to listen. Therefore listening is one of my weak points as indicated by this tool.

The next diagnosed tool used is Personal Report for Public Speaking Anxiety. This diagnostic

tool inferred the result that I have only 73 score. This suggests that I have low anxiety level

before delivering the speech (Leary, 2013). As it is been concluded before that I am a good

speaker therefore, delivering a speech is quite easy for me and thus my level of anxiety remains

very low before delivering the speech.

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Issues in communication need to be developed

The scorecard inferred that two communication issues are needed to be developed. The two

communication issues pertaining within me are active listening and cross cultural incompetency

in communication. The scorecard depicted that I have score 57 which suggests that my

willingness to listen is very much poor and my intercultural communication apprehension is

below par the average. The score of PRICA turns out to be 47, which suggests that I have to

work hard in getting the value of PRICA up above the average value.

Recent Interaction in Professional field

In recent time, I represented my college in a presentation competition. The presentation was to

be delivered on solar power essentiality in today’s life. As this topic is a vast one covering the

field of technology, economics and marketing, therefore communication needs to be at its best

while delivering the speech. In order to prepare myself for the presentation I followed the model

of role play activity for diagnosing my communication skill. I was doing better in the role play

activity and therefore during presentation I delivered the speech very confidently. As it is very

much obvious from my scorecard that speaking is one of my strength points therefore, delivering

the speech on my presentation was not an issue to me. However, the difficulty arises when

various people started communicated with me after presentation. They communicated both in

verbal and nonverbal communication technique. It becomes difficult for me to comprehend their

ascent in English and their gestures through nonverbal communication. The other issue I faced is

during an internship in an organisation. Internship means it’s the first exposure to the field of

organisation and therefore it requires listening well and gathering the fact and information.

However, due to my poor listening skill as inferred in the scorecard I gathered minimum

information during the presentation given by the officials.

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Literature Review

Cross Cultural Incompetency

Cross cultural incompetency is one of the biggest advantages in having a smooth communication

process. Regarding business activity presentation might have to be performed in front of various

people coming from different religion.

Cross culture is one of the biggest issue faced in communication and it is been also faced by me.

Considering the above symbol which is been used by Western culture for denoting that

everything is fine. Japanese culture denotes this symbol as everything is fine and people in Arab

countries denotes this as threat. Therefore apart from verbal communication with cross cultural

individuals there is nonverbal communication which also possesses difficulty for communicator.

It is been considered that successful communication takes place when it has the ability of taking

place within cross-cultural people. It is been observed that individuals coming from diverse

cultures often face problems in communicating even if they are conversing in identical

languages. The constraints which are acting for cross cultural issue are the cognitive constrain,

emotional constrain and behavioural constraints (Kinloch & Metge, 2014). Both the verbal as

well as nonverbal communication is been affected by cultural differences which is a major

restriction for communication. In case of verbal communication ascent differentiation, tone

differentiation, perception differentiation and semantic differentiation plays a significant role in

rising of issues. In case of nonverbal it varies drastically from one country to other as been stated
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above. The way to mitigate this problem is to have clear communication in between the people

of different culture so that they can comprehend the conversation. It is also important that the

individual’s communication among themselves or in a group should have a clear idea about the

culture of people taking part in communication. Individuals communicating in a group or singly

may conduct online research to get some ideas about the culture with whom they are

communicating (Samovar et al., 2015). This makes the communication to flow freely and no

cross-cultural issues can be observed. The main requirement to take part actively in

communication is to be flexible. Cross-cultural communication is considered as the junction

point of all the various cultures (Bonvillain, 2013). Therefore, it is very much important to sort

out the issues of cross-culture communication within an individual in order to have free flow of

communication.

Active Listening

Listening is considered to be as one of the significant elements in the process of communication.

It is desirable to have a double flow communication and therefore it is needed to have a active

listening skill for an individual so that communication can take place without any problem. The

three models on which active listening are dependent are transactional model of communication,

linear model of communication and interactive model of communication. Linear model of

communication as discovered by Shannon and Weaver is generally been considered as a straight

line communication which is been observed for radio and television. In case of linear

communication there is no mode of feedback (Hassan, Nadzim & Shiratuddin, 2015). Interactive

model of communication is generally based on gathering feedback or information from the

individual who is listening to the speech. The message sent by the speaker is been encoded by

the listener or receiver and in return the listener send the message to the speaker. Thus
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interaction in between speaker and listener can take place. This type of listening model has the

capability of solving the issues existing in between speaker and listener. Transactional

communication model is based on face to face communication when the position of listener and

speaker changes in the time of the conversation. The situation at the time of this conversation can

become out of control. The two processes that are been considered for active listening ate top-

down and bottom-up processes. The utilisation of Bottom up process is done in case of

comprehending any messages send by the speaker to the listener. The process of bottom up

follows a specific process where it builds messages from beginning to the end. This process

therefore can build words to final messages and therefore is considered to be a significant

process. Listeners for Top-down process can utilise the knowledge which is already been present

for comprehending speech’s meaning. It can also be used for comprehending the meaning if the

communication which is been going on. The knowledge which is already been present to the

listener includes knowledge about culture, topic and information (Vandergrift & Baker, 2015). In

case of Active listening it is significant in having the interactive model of communication as it is

a bidirectional communication and thus the speaker is able to receive feedback after the speech is

been delivered. If an individual is possessing active skill of listening then significant information

can be adhere which can be relevant to his subject of topic. Active listening requires patience and

this can be achieved by some effective processes. Active listening may help the listener in

finding out the required answer for which he is looking for. Active listening also helps in giving

appropriate feedback to the speaker. Active Listening can be achieved by keeping the mind fresh

by keeping aside all other thoughts. Listener should note all the points down which may require

clarification. This should be put in-front of the speaker after the speaker finish his

communication or presentation.
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Conclusion: Development of Action Plan

Action plan is required to formulate for sorting out the issues. The two issues that are determined

from the scorecard are issues pertaining with listening and cross culture. I intended of joining a

communication class where there is a bidirectional communication process which is ongoing.

Bidirectional communication will help in increasing power of listening. I will also join listening

training classes and listening seminar, which will help in improving listening skills. In listening

training class a clear difference can be comprehend in between listening and hearing. The

seminar will help in increasing the listening skills. Exposures to various types of foreign cultures

will also help in improving the listening skills. As I have limitation in having patience for

listening therefore, I need to grow more patience with the help of meditation. Meditation will

help in increasing the patience which is very much required for listening. Meditation can be

performed by attaining medication workshop and medication seminar. The strategies that could

be implemented for improving listening skills are listening online presentations, debates, lectures

and interviews. This will help in increasing listening power. As listening plays an important role

in the process of communication therefore it has to be improved by the best possible way.

Cross-Cultural barriers act as one of the significant barrier in context of communication. Cross

cultural issues can be avoided by following some important strategies. At first for sorting out the

cross-cultural issues it is mandatory to collect and learn information about physical gestures of

different foreign cultures. Non-verbal communication plays a significant role in cross-cultural

communication. Therefore, it is important for me to know about some specific gestures, which

are significant at the time of giving the presentation. This can help a lot in sorting out cross-

cultural issues. Specific gestures and sign languages can be learned from institute where it is

been taught. These are the special institutions which help the communicators to get out of cross-
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cultural issues. I will also attend seminars where people from various cultures will come and

present their presentation. This will actually help in knowing the ascent of English of different

cultures and also their body gestures and nonverbal communication while they are delivering the

speech. I will also go through different presentations in various languages for sorting this issue.

Other than these strategies, other strategies like undergoing for an internship or apprentices will

help to get exposed to industry where I will obtain practical experiences regarding the cross-

cultural communication barrier.

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Gannt Chart

Factor Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Training class
and Listening
skill
Meditation
workshop
Listening to
online
presentation,
debates and
lectures
Attending
seminars of
different cross
cultural people
Gaining
knowledge
about body
gestures and
nonverbal
communication
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Reference List

Bass, B. M., & Avolio, B. J. (2013). Improving organizational effectiveness through

transformational leadership. Sage.

Bonvillain, N. (2013). Language, culture, and communication. Pearson Higher Ed.

Dixson, M. D., Greenwell, M. R., Rogers-Stacy, C., Weister, T., & Lauer, S. (2017). Nonverbal

immediacy behaviors and online student engagement: bringing past instructional research

into the present virtual classroom. Communication Education, 66(1), 37-53.

Goldstein, S. B. (2015). Predictors of Preference for the Exported Campus Model of Study

Abroad. Frontiers: The Interdisciplinary Journal of Study Abroad, 26, 1-16.

Harris, R. J., & Sanborn, F. W. (2013). A cognitive psychology of mass communication.

Routledge.

Hassan, S., Nadzim, S. Z. A., & Shiratuddin, N. (2015). Strategic use of social media for small

business based on the AIDA model. Procedia-Social and Behavioral Sciences, 172, 262-

269.

Kinloch, P., & Metge, J. (2014). Talking past each other: problems of cross cultural

communication. Victoria University Press.

Leary, M. R. (2013). Social Anxiety, Shyness, and. Measures of Personality and Social

Psychological Attitudes: Measures of Social Psychological Attitudes, 1, 161.

Malachowski, C. C., Martin, M. M., & Vallade, J. I. (2013). An examination of students'

adaptation, aggression, and apprehension traits with their instructional feedback

orientations. Communication Education, 62(2), 127-147.

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Oommen, D. (2014). The relationships among perceptions of social support, Intercultural

Communication Apprehension (ICA), and conflict management preferences in the

context of cultural adaptation. Journal of Intercultural Communication Research, 43(3),

215-237.

Ray, D. (2014). Overcoming cross-cultural barriers to knowledge management using social

media. Journal of Enterprise Information Management, 27(1), 45-55.

Samovar, L. A., Porter, R. E., McDaniel, E. R., & Roy, C. S. (2015). Communication between

cultures. Nelson Education.

Snozek, C., Kaleta, E., & Hernandez, J. S. (2014). Management structure: establishing a

laboratory utilization program and tools for utilization management. Clinica Chimica

Acta, 427, 118-122.

Vandergrift, L., & Baker, S. (2015). Learner variables in second language listening

comprehension: An exploratory path analysis. Language Learning, 65(2), 390-416.