Diagnostic and reflection
Discuss about the Strategic Public Relations Management.
This paper particularly deals with business communication issue. In business effective spoken communication is required to clearly express own ideas and views. In business it is essential to speak confidently and concisely when dealing with the clients and the audience. Since, I want to build my career in business sector I want to analyse my own communication style using 5 diagnostic tools related to communication including Communications Style Questionnaire, Johari Window, Communication Satisfaction questionnaire, Interpersonal communication inventory and Assertiveness Questionnaires.
Johari Window
Johari Window was developed by Luft and Harry Ingham in 1955 (Watson & Hill, 2015). This model is useful for improving self awareness. This is the tool for improving communications and interpersonal relationships. It is also known as “disclosure/feedback model of self awareness”. The Johari window reflects information such as attitudes, feelings, and skills about a person with respects to four aspects and in respect to a group. The model is comprised of four regions. Firstly, open area resembles what a person knows about himself/herself which is also perceived by others. Secondly, the blind area reflects what is known to others about a person but is not known to him/herself. Thirdly, the hidden area reflects what is known to a person about himself but is not known to others around the person. Fourthly, the unknown area represents what is unknown both to the person as well as others. The four areas are represented as a window with four panes in the figure below.
(Source: johari window model, 2017)
I have assessed myself using this model. As I am an old member of my class team the open area is large because whatever I know about myself is also know to my team mates. I could expand this area by receiving feedback from my friends and disclosure. At the same time has reduced my blind area, hidden and unknown areas. The assessment indicated that when establishing a business team my prime focus would be to promote open area for every person. I have realised that fearing judgement and vulnerability would have pushed me into the hidden areas. Soliciting feedback and serious disclosure leads to “self-actualisation” (Bahadori, Shiri & Mahdizade, 2015).
Communications Style Questionnaire
This questionnaire is designed to help an individual in discovering the “preferred communication style”. Over the years, I may have developed communication habits which I might not have been aware of; therefore, I am using this questionnaire to know the experiences which suits my communication style. I have answered a questionnaire that consumed 10-15 minutes. The questionnaire consisted of 80 questions (Austin & Pinkleton, 2015). For each question if I agree more than I disagree with a statement then I have to put a tick in the boss and if I disagree more than I agree with a statement than I have to put a across. Some of the questions are given below in the figure.
Johari Window
(Source: Communication Styles Questionnaire, 2017)
The scoring of the questionnaire involves threes steps. First step is to indicate the questions answered from the questionnaires on the scoring sheet by making a circle as shown below in the diagram. This is followed by adding all the circles in each column. Points are added for statements that I have ticked and no pints are added for those crossed. The four column represents Activist, Reflector, Theorist and Pragmist (Gungor et al., 2013).
(Source: Communication Styles Questionnaire, 2017)
The second step involves calculating the total scores for each column, the scores are joined together and the description for each of them is reviewed as shown below. The third step involves analysing the communication style.
(Source: Communication Styles Questionnaire, 2017)
From the assessment I have found that I have scored poor in “Reflector”. According to Saxena, (2015) reflectors can observe experiences from different perspectives. They thoroughly collect and analyse data about events and hence postpone reaching definitive conclusions. Before making judgment they listen to others. Thus, I have to work hard to enhance this attribute. I have also not scored well on the column of Activist. It means I am not the one to take the initiative and then consider the consequences.
The assessment has helped me in understanding my own communication strength. It encouraged me to develop my full potential. I have realised that I need to become more gregarious and tackle problem by brainstorming.
Assertive questionnaire
This questionnaire is developed to identify If I am assertive or not. It is the capability to communicate with others in a “clear and direct manner”. The questionnaire is similar to that of the communication style assessment. The five levels to answer each of the questionnaire are “1 = disagree strongly, 2 = disagree somewhat, 3 = agree somewhat, 4 = agree strongly”. I have to read each statement and answer the best that typifies my behaviour. The behaviour can be classified into three types that is “Aggressive, passive, and assertive” (assertive questionnaire, 2017). I have scored moderate on the assertive ability. Tis skill is highly essential to end a discussion in a win-win manner. My highest score was inclined towards aggressive attitude. Though I am expressing my needs the flaw includes putting others need above my own. People may give the impression of low confidence and I may not be able to create a good impression in the first attempt in an interview or dealings. Therefore, I need to overcome this communication barrier.
Communication Satisfaction questionnaire
The satisfaction questionnaire was developed in 1977 by Downs and Hazen. This model is used to assess communication skills in the job sector. Using various attributes of communication the employees are assessed for their job satisfaction level. The model consists of three tables. In each column an individual has to rank their communication satisfaction items on a scale of 0-10 (lowest to highest). After completing the table 1 participant has to fill up table 2 that is related to factors affecting the job performance followed by table 3 that includes demographics of the participants (Prat et al., 2014). As per the results obtained, I scored moderate on the ability to give feedback. As per the assessment and as told by my friends I should be more effective while giving feedback which should be honest but not mean.
Communications Style Questionnaire
Interpersonal communication inventory
This tool was developed to measure the results of interpersonal communication of an individual. The characteristics assessed using this tool active listening, self concept, ability to express own feelings and thoughts and ability to cope up with emotions and willingness to disclose about self to others (deVies et al., 2013). The questionnaire includes 40 questions to be answered in yes or no. It is effective in identifying the strength and weakness of own communication skills. I have scored well in all aspects but was poor in active listening. Even my friends complain that I do interrupt a lot while giving and tacking feedbacks. I need to overcome this habit as people may neglect me for my impatient. It may happen so that in future, my colleagues, subordinates or clients will not take my suggestions on a good note.
Based on the overall evaluation the two key communications issues that I need to develop are actively listening and assertive attitude. I have experienced two incidences in last 12 months that were not in my favour. These incidences also provide an evidence of the above communication issues. I was late for the first semester examination last year. The invigilator in the class room was yelling at me for being late. I was impatient and argued with him as felt humiliated in front of my classmates. I however, repented later for my behaviour because I should have been more rationale. Another incident was when I could not present the ideas of my research proposal in the second semester. My presentation was not upto the mark. Other members of my class were not paying attention to my ideas. Later they told that it was too clumsy and was not supposed to give aggressive responses when cross questioned by the professor. I was ignorant of my friend’s feedback initially but the assessment of the communication skills confirmed that I need to enhance my listening skills and overcome aggressive attitude.
In workplace effective communication skills are essential to build or manage a team. Effective communication skills help in building trustworthy relationship with the clients and the surrounding people. Better the communication better the coordination among the team members and higher the performance and productivity. Giving correct feedback is possible only when the managers actively listen to the concerns and issues raised by the workforce (Hibbert, 2013). This attribute of the mangers help the employees to share their views and ideas confidently as they feel valued and respected. Consequently, it increases the dedication of the worker. In this literature review a particular focus will be laid on “poor listening and aggressive attitude”.
Assertive questionnaire
According to Erozkan, (2013) active listening is an important component of the communication process. Listening is more valued then speaking. McCroskey, (2015) suggested that more emphasis should be laid on the subject of listening particularly the businessman and students. Listening is the primary direct communication form in the direct type of “business communication”. The quantitative study by Bodie et al. (2015) showed that the managers in every organisation intensely focus on developing listening skills. Lack of listening skills in the contemporary organisations is considered to be major communication problem. A survey was conducted including 106 managers and the results showed that the lack of listening skills in their organisation due to poor training development activities led to ineffective performance and low productivity (Alberts et al., 2015). Employees who are demotivated do not practice good listening skills. It is due to lack of openness and ineffective listening practices that organisations develop “dysfunctional communication climate” (Funder, 2015). Shantz et al. (2013) highlighted that the listening skills are correlated with success at work among other communication abilities. “Interpretive listening” is strongly associated with general intelligence.
Despite the immense importance of the listening skills, the communication researchers have placed little importance to this form of communication. To increase the knowledge of organisational communication it is necessary to understand the role of listening and its relevance to the individual and organisational outcomes. According to Jahromi et al.(2016) the strategies to build effective listening skills are maintaing eye contact with the speaker, pay attention, stay relax, maintain openness in conversation, should never impose solution and interrupt the speaker. The listener must pay attention to each word of the speaker and try to picture what is being said.
Aggressive communication style is not effective for organisational productivity. According to Beebe and Masterson, (2014) people with aggressive attitude are often poor listeners, close-minded, tend to monopolise conversations. Mangers with this attitude failed to see others point of view. Such people are rigid in posture, have loud tone of voice, and have critical facial expressions.
Students who are aggressive fail to build trustworthy relationship with peers (Zhao, Pandian & Singh, 2016). Similarly in businesses, this communication style also triggers aggression among employees. Aggressive communication style fails to create harmony in relationships rather it creates tension among employees. In business it may lead to escalation of already tensed situation. The consequences of this style of communication makes the employees feel ignored and disrespected. It will eventually detoriated the organisational performance and productivity. Linvill and Mazer, (2013) highlighted that this style has been found with “negative customer relations”. In any business customers are the voice of the company. If they are treated well only then it reflected in their attitude when delivering customer services. The study executed by Hasson, (2015) showed that employees perceive managers with aggressive attitude as those with negative characteristics such as tendency to punish people and hence withdraw from conversation. Such employees do not give honest feedback fearing offensive, vengeful, sarcastic, and arrogant response.
Communication Satisfaction questionnaire
Avtgis (2016) suggested that in order to overcome aggression self regulation is the best method. Further tools for better emotional management include implementing emotional intelligence to work. Quintanilla and Wahl, (2015) suggested that the disruptive emotions can be minimised by self assessment and visualising happy and calm situations. It was suggested that one should focus on feeling confident while presenting ideas or solutions for ensuring maximum influence. There is a need to practice being assertive and force the body language to mirror that desired emotion. Later one can become an expert of different emotions and reactions. It is necessary to develop peacefulness and other positive attributes. Such people should move from making statements to asking questions and put things in perspective. It is effective for aggressive people to discriminate between the real and perceived danger and learn to make true decision making process.
Action plan for improving listening skills
To improve my active listening skills I would enrol myself in the soft skills classes of 6 months duration. During this period I would regularly attend the classes and very weekends I would take feedback from my colleagues. At the end of every month I would conduct self assessment with the questionaries discussed above (Omer & Abdularhim, 2017). I would keep a track of the scores to notice the change and improvement. The other step is I would not completely rely on the classroom training. Instead I would meet successful business managers amongst my friend’s circle to observe and learn the traits. This is in reference to social learning theory (Funder, 2015). Direct observation would accelerate my learning. I would attend more number of conferences, national seminars to assess if my patient level has increased and if I am able to listen for long duration without interrupting.
Action plan for overcoming aggression
I would invest a period of six months for seeking therapy as this is mostly recommended by my parents. It is considered effective for overcoming negative attitude (Erozkan, 2013). In addition I would join yoga and meditative classes as Shantz et al. (2013) highlighted that it is effective in cultivating positive communication attributes and maintain peacefulness.
I would engage myself in community speaking classes to assess if I can deliver my views confidently and openly. I would research for evidence based intervention for giving feedback effectively. I would spent time with my friends to collect their valuable feedback on my assertiveness. At the end of every month I would engage in self assessment using the questionnaires discussed above and online tests (Omer & Abdularhim, 2017). I would watch and read interviews of various businessmen to know their emotional management techniques. I would track my changes by collecting feedbacks and reviews from friends, parents, therapist and seniors.
Interpersonal communication inventory
I am confident that implementing more than one tactic will definitely help in mastering the communication skills. I will adhere to my plan and implement strictly. Since I am using evidence based interventions I am sure to achieve success in long run and become an effective employee and business man.
Conclusion
The assignment has provided an opportunity to engage in reflective practice using different diagnostic tools and feedback. It helped me in identifying my communication issues and I am confident to overcome them by implementing the action plan.
References
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