However good we may think we are in the different facets of communication such as effective listening and speaking, reading, writing etc, every individual have a point of weakness or a communication issue that needs to be developed and perfected. As a result, an individual reflection is essential for everyone with a focus to develop their communication abilities with the aim of achieving clarity and effectiveness in our communication. For instance, Brochet, Naranjo, and Gwen (2016) denote that it is essential for an agreement to be reached between a speaker and a listener in the process of communication for a clear understanding of a true representation of the aim of the communication process. In conducting an individual reflection, there are several tools that can be used to evaluate and determine the communication capabilities of an individual.
Communication is an aspect that is often used by individuals in the process of interaction with their counterparts with the aim of achieving a particular objective. The objective can be achieved verbally or by the use of signals based on the confidence as well as the self-assertiveness of the communicator. This report is thus aimed at reflecting on the use of various communication tools for self communication evaluation as well as developing an action plan that can be adopted to ensure improved communication. The paper hence focuses on the analysis of various communication tools such as Johari Window, role play activity, Gibb’s model, assertive questionnaires, and communication style questionnaire. The evaluation of these tools focuses on facilitating the confidence and assertiveness of the communicator in the process of an interaction as reported by Pidano, Padukkavidana, and Honigfeld (2017).
Similarly, Diamond and Jacobs (2011) identifies the use of Johari Window as a simple tool that is useful in the illustration and improvement of self-awareness as well as developing a mutual understanding between different people within a group. The tool can as well be used in the assessment and improvement of the relationship between various groups. As a tool for reflection, Johari Window is adopted in the evaluation of two main concepts. According to Diamond and Jacobs (2011), the tool is essential in building trust with other group members when there is a need for disclosing information about an individual. Disclosing information is also essential as the feedback from others can help a person to learn and come to terms with personal issues. In communication, it can be adopted in identifying some of the issues affecting communication that the person may not be able to identify on their own.
It is a commonly used communication tool that is often focused on the sharpening and improvement of the existing communication skills possessed by a person as pointed out by Morrow, Walpitage, and Skolits (2014). The same study denotes that the tool is often used when testing the quality of communication at personal level as a straight forward framework that can easily be used without the help of an expert. While enhancing the capacity of personal understanding, the tool as well help an individual to understand their communication strengths and weaknesses. According to a survey process can be used through the adoption of survey questionnaires. In this case, the questionnaire should aim primarily on the target behavioral outcomes as well as the possible key drivers that when used can improve the identified areas of weaknesses. In a systematic review, Pidano, Padukkavidana, and Honigfeld (2017) also report that communication style questionnaires can be used to evaluate the communication styles of a person. Using the tool, different aspects of communication such as active listening, speaking, reading, and writing skills can be evaluated.
According to Case (2015), practice is a communication tool that is adopted with an aim of exposing communicators to the practical conversation arena. The tool is mainly adopted with the focus of helping people to develop confidence and communication skills through exposing to either their appropriate strategies to enhance effectiveness. The mostly used and appropriate applicable practice is communication training and supervision.
In a systematic study, Diamond and Jacobs (2011) point out that assertive questionnaire is often adopted when evaluating the self-understanding, confidence, and self-esteem of an individual. In other words, the tool helps in encouraging an individual to communicate and speak with confidence instead of allowing other people to speak on their behalf. Using the tool hence encourages aggressiveness in a person as it helps them to work towards improving their communication weaknesses. In a business environment, the tool is often adopted when presenting the business idea to stakeholders of sharing the product information with the target customers. It is hence essential in helping professionals to practice high level of professionalism in a clear manner.
Just like any other aspects, Brochet, Naranjo, and Gwen (2016) point out that it is essential to carry out a personal reflection on effectiveness in communication. The same study denotes that reflecting on a personal experience is necessary if an individual is focused on self-development. As a result, Gibbs’ model is recommended as a tool that can help a person make sense of situations in the professional arena with the aim of understanding the strengths as well as weaknesses that need improvement. Communication is an essential aspect of effective not only in business profession but as well as in other aspects. The use of Gibb’s model is hence essential especially in evaluation the level of communication of an individual especially in group participation within the professional arena.
In the process of the research, I came to identify that the use of Johari window can be adopted both verbally and non-verbally as it helps in promoting active listening in an individual. However, it is not discriminative and its use can be adopted by any person. It also allows for the assessment of the communication feedback hence enhancing the strengths of individuals while helping to build on communication weaknesses. Practice as a tool of communication enabled me to speak in public and thus boosted my confidence to meet the target of communication. As I learned from the feedback of other people, I was able to evaluate my skills in response to the feedback process.
According to Case (2015), the primary step towards recognizing how to improve the results requires the enhancement of research and reflection to effectively enhance the key drivers of the target outcome. As a professional, I applied different aspects of the five tools aforementioned with the aim of identifying the effectiveness of my communication skills. Using the tools to do a self-evaluation helped me to identify different aspects that underlie my weaknesses and strengths. From the results, I identified two primary communication issues that I need to develop not only for self-reliance but the benefit of my future career as well. Effective listening and language barrier were my primary communication issues I was able to identify.
In business as a profession, communication is an essential element not only in dealing with customers but as well in developing a positive relationship with colleagues in the workplace. In a systematic review, Brochet, Naranjo, and Gwen (2016) point out that communication issues in the workplace often occur when there is a misunderstanding in the communication process, an aspect that may result into accusations and hostility. As a result, the recognition of the causes of the misunderstanding is essential as a primary step of finding a solution to the issues identified. As some problems occur due to the adoption of ineffective communication strategies, the resulting impact is always great to the organization. Pidano, Padukkavidana, and Honigfeld (2017) also point out that misunderstanding and barriers to effective communication can result from failing to express once thoughts or using a wrong communication style adequately.
This was evident in my case six months ago when I was working as an intern at Australia Post Corporation in Melbourne. As an assistant sales representative, I presumed that English was a language of communication that was universal to all the customers of the company. With the senior sales representative engaged in other businesses of the company, I had to take his position to make orders for restocking as the stocks of the products we had were not sufficient to see us through the whole week. Being a diverse workplace, the supply chain manager on duty that day was a French speaker and knows little speaking English, only to realize that he was the salesman of the year in 2013, 2014, and 2015 and was hence promoted due to his good performance despite the language barrier. I made the request for a stock with all the relevant details in English, but we ended up not receiving the requested stock the officer in charge had an issue with the language barrier. What transpired that day is a story for another day.
The second incidence of a communication issue occurred with my Teacher Mr. Henry who was responsible for the subject telecommunication skills. As per the university guidelines, every student must submit a research work often provided as an assessment test to evaluate the understanding of the students on the respective units. While we are in class, we were directed to choose on certain topics from which each of us were to carry out a research topic. The topics were often assigned on a first-come-first-serve basis as it was not required that one topic is covered by more than one group. Being our group leader, I was among those who went for the topic selection for my members. However, the topics had been sent through our emails, and we were just to go for a confirmation from the teacher on the topic the group selected. At the end of it all, I selected a wrong topic as opposed to what the group had agreed upon, a mistake that occurred due to my poor listening skills. At the end of it all, we all failed the unit and had to redo the unit again.
According to Diamond and Jacobs (2011), lots of people often think that they know themselves so well; they know how to respond or listen to others; they possess the right way of communication, as well as the required emotional intelligence in communication. At some point, this is what I believed having been born as an English speaker as my first language. However, after doing the reflection using the tools aforementioned, I have come to realize that self-reflection is essential to every person with the aim of understanding and improving their communication styles. This analysis focuses on effective listening and language barrier as key communication issues while analyzing the possible responses to effectively develop actions and strategies for improvement on my communication styles as a business professional.
In his study, Case (2015) points out that the success of every business organization is based on several factors some of which are internal. The same study denotes that diversity in the workplace is a stronghold when it comes to adopting a variety of strategic solutions within the business. With the complexity of the current business arena, technology, competition, globalization, policy changes, and different lifestyles determine customer preferences as well as the general performance of business. Diversity in the workplace is hence viewed as a pillar that gives the business opportunity for uniting different skills for effective performance in the competitive market. However, language barrier tends to be a major communication problem not only for the employees but even affects effective interactions with customers as well.
According to Pidano, Padukkavidana, and Honigfeld (2017), the language barrier is an impediment to communication involving people who are unable to speak and understand each other using a common language. When it occurs in business, it can cause misinterpretations and misunderstanding between people. In other words, if the listener and the speaker are not using the same language, then the end information is likely to be misunderstood or misinterpreted. In their study, Lad and Dahl (2014) point out that using words that are not understood by the other listener makes communication very ineffective thus preventing effective conveyance of a message. The same study denotes that there are several causes of a language barrier with the difference in languages between the speaker and the listener as the primary cause. However, the language barrier can as well occur when no clear speech is adopted, or slang and jargons are used in communication. Also, Brochet, Naranjo, and Gwen (2016) point out that spelling and grammar, word choice, as well as linguistic ability and literacy. To be more effective in business, every individual, as well as the management, need to find the best strategies that can be adopted to solve the issue. For instance, Naughton (2016) denotes that in the case of a language barrier, strategies such as the use of visual methods, translation, language classes, and using interpreter can be adopted.
On the other hand, listening is one of essential aspects of communication as it determines the success or the failure of the communication process as pointed out by Case (2015). From the self-reflection exercise, I learned that how well we listen has a direct and great impact on our professional effectiveness as well as on the quality of the relationships we have with other people. Brochet, Naranjo, and Gwen (2016) define effective listening as an active process where a conscious decision is fostered to fathom and understand the message of the speaker. In all the communication activities in business as well as other fields, listening as well as a response is the used mostly in our daily activities. Johnson-Curiskis (2009) denotes that in our normal life, there are about 8.6% who uses communication time in writing, 23.0% speaking, 13.23% reading, and 55.0% listening. As a result, I believe that effective listening is a significant dimension of having a success communication process.
In a systematic review, Pidano, Padukkavidana, and Honigfeld (2017) point out that effective listening enables a person to interpret or receive messages in a communication process accurately. As a key aspect of effective communication, listening will determine how the customers perceive the business information. As a result, being effective in the business profession requires an individual to not only be a good communicator but a listener as well. Without effective listening on the plight of customers, communication between the business and the customers can break down while the sender of the information can as well be irritated or frustrated. According to Fedesco (2015), listening is very vital for businesses that most of the top managers and employers often provide the training required with the aim of boosting listening skills of the employees. The same study also points out that good listening skills among employees can result in a better understanding and customer satisfaction, increased sharing of information, fewer mistakes, and great productivity, as, well as creativity and innovativeness in the workplace. In a systematic review, Naughton (2016) also points out that most of the renowned successful entrepreneurs and leaders in business often credit their success to effective listening skills. In other words, listening is not just valued for building a positive relationship with customers but is as well essential when it comes to building a successful professional career in the business environment.
According to Case (2015), the primary step towards recognizing how to improve the results requires the enhancement of research and reflection to effectively enhance the key drivers of the target outcome. As a professional, I applied different aspects of the five tools aforementioned with the aim of identifying the effectiveness of my communication skills. Using the tools to do a self-evaluation helped me to identify different aspects that underlie my weaknesses and strengths. From the results, I identified two primary communication issues that I need to develop not only for self-reliance but the benefit of my future career as well. Effective listening and language barrier were my primary communication issues I was able to identify.
From the analysis and self-reflection, I identified that good and effective listening skills have personal, professional, and organizational advantages. With the adoption of a greater number of social network platforms in business, effective listening helps in improving confidence and self-esteem, better organizational performance, and good relationships with customers and coworkers. However, Johnson-Curiskis (2009) points out that listening requires a focus and concentration effort on both mental and physical while the ability to listen effectively depends mainly on the degree to which we understand and perceive the message. I also learned that listening is an active process and not active and the listener is often required to be fully engaged with the speaker in the communication process.
According to King et al. (2012), there is often a need for developing an action plan for key activities and events that can be adopted within a chosen time frame to improve the areas of weaknesses identified. The same study denotes that the action plan and the strategies of choice in the process are essential in the development of the relevant skills, knowledge, and behavior that can be essential for personal improvement. For this case, I will have to undertake an action plan within a six months time frame with the aim of achieving better communication skills. However, the action plan will focus on developing two primary areas, language barrier and effective listening to be more effective as a communicator and as a business professional.
In a systematic review, Froemming and Penington(2011) point out that communication challenges can lead to low morale and disruption. For instance, clashes can easily occur in case individuals from different backgrounds fail to value and acknowledge the nature of diversity in the workplace. In such cases, it is found that poor communication disrupts productivity of the employees hence resulting in lowering quality of product and poor customer satisfaction. As a result, my action plan hence focuses on developing the effective listening and language barrier issues. I am focused on reaching a level where I can be patient and take my time to listen while reflecting on what is being spoken and participate fully in the process to prevent possible misunderstanding. As a result, I will do the following;
I will undertake a short course on French and Spanish- The course will help in developing my skills in the languages. At the end of the courses, I will be able to get the basics of the languages and communicate effectively with customers who are not good at speaking or understanding the English language. According to Pidano, Padukkavidana, and Honigfeld (2017), the global business arena is very wide, and as a business professional, one needs to be diverse in language as well. It is my aim to be capable of interacting with the diverse customers so that I can be more effective in the profession.
I will develop a reading plan mainly of the new languages to acquire the conceptual skills using elementary self-help books in French and Spanish. The strategy will quicken my learning process as well as improve my reading and writing skills on the languages. Depending on the progress of my progress on the short courses, my reading, as well as the books were chosen, will depend on my level of communication in the chosen languages.
I will also undertake a postgraduate course in communication at an advanced level. The courses will primarily be focused on advancing my listening skills and developing my patients as well as the ability to be active when receiving information from other speakers. In a systematic review, Brezuleanu, Brezuleanu, and Ignat (2011) denote the poor listening often leads to misunderstanding as well as misinterpretation of the communicated information as it occurred in my case aforementioned.
Table 1: Action plan showing the strategies to be adopted in improving the identified communication issues
|
Action Plan |
Timeline |
Objective of the plan |
How a successful completion will be measured |
|
Undertaking an advanced post graduate course in some aspects of communication |
June to August, 2017 |
The courses will primarily be focused on advancing my listening skills and developing my patients as well as the ability to be active when receiving information from other speakers |
At the end of the courses, I will take an exam that when I pass will help me in measuring my success in improving listening as the identified aspect of communication |
|
Undertaking short courses on the basic Spanish and French languages |
September to November 2017 |
The course will help in developing my skills on the languages. At the end of the courses, I will be able to get the basics of the languages and communicate effectively with customers who are not good at speaking or understanding English language. |
It is my aim to be capable of interacting with the diverse customers so that I can be more effective in the profession. The effectiveness of the plan will be evaluated by a mentor who is perfect in the languages. He will give me practical tests on conversations on the basics of the languages. |
|
Developing a reading culture three times a week using elementary French and Spanish books |
Sept to Nov, 2017 |
The strategy will quicken my learning process as well as improve my reading and writing skills on the languages. |
The success of this strategy will be measured using my capability of reading the elementary books. On the basis of the progress of my progress on the short courses, my reading, as well as the books chosen, will depend on my level of communication in the chosen languages. |
References
Brezuleanu, C. O., Brezuleanu, S., & Ignat, G. (2011). Study About Importance Of Effective Listening In Communication Of Educational Management. Agronomy Series Of Scientific Research / Lucrari Stiintifice Seria Agronomie, 54(2), 344-347.
Brochet, F., Naranjo, P., & Gwen, Y. (2016). The Capital Market Consequences of Language Barriers in the Conference Calls of Non-U.S. Firms. Accounting Review, 91(4), 1023-1049. doi:10.2308/accr-51387
Case, A. F. (2015). Beyond the Language Barrier: Opening Spaces for ELL/Non-ELL Interaction. Research In The Teaching Of English, 49(4), 361-382.
Diamond, L. C., & Jacobs, E. A. (2011). Teaching Health Professionals About Language Barriers. Journal Of Communications Research, 3(1), 21-37.
Fedesco, H. N. (2015). The Impact of (In)effective Listening on Interpersonal Interactions. International Journal Of Listening, 29(2), 103-106. doi:10.1080/10904018.2014.965389
Froemming, K. J., & Penington, B. A. (2011). Emotional Triggers: Listening Barriers to Effective Interactions in Senior Populations. International Journal Of Listening, 25(3), 113-131. doi:10.1080/10904018.2010.508684
Johnson-Curiskis, N. (2009). Importance of Effective Listening Infomercial. International Journal Of Listening, 23(2), 167-170. doi:10.1080/10904010903014491
King, G. A., Servais, M., Bolack, L., Shepherd, T. A., & Willoughby, C. (2012). Development of a measure to assess effective listening and interactive communication skills in the delivery of children’s rehabilitation services. Disability & Rehabilitation, 34(6), 459-469.
Lad, P. M., & Dahl, R. (2014). Overcoming Language Barriers in the Informed Consent Process: Regulatory and Compliance Issues with the Use of the “Short Form”. Accountability In Research: Policies & Quality Assurance, 21(5), 315-320. doi:10.1080/08989621.2013.848801
Morrow, J. A., Walpitage, D. L., & Skolits, G. J. (2014). Helpfulness Of Esl Courses For International Students Studying In The United States. International Education, 43(2), 25-38.
Naughton, N. (2016). Developing authentic clinical simulations for effective listening and communication in pediatric rehabilitation service delivery. Developmental Neurorehabilitation, 19(5), 284-294. doi:10.3109/17518423.2014.989461
Pidano, A. E., Padukkavidana, M. M., & Honigfeld, L. (2017). ‘Doctor, are you listening?’ Communication about children’s mental health and psychosocial concerns. Families, Systems, & Health, 35(1), 91-93. doi:10.1037/fsh0000243
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