Running Head: PERSONAL MANAGEMENT COMMUNICATION PLAN

Terryann Bodden-Bravo

Management Communications

International College of the Cayman Islands

Professor Dr. David Marshall

March 31st, 2017

PERSONAL MANAGEMENT COMMUNICATION PLAN 2

Abstract

This proposal seeks to present a viewpoint that highlights the importance of

communication in the workplace. This personal communication plan will highlight various

aspects of communication which will include listening, speaking, reading and writing skills. One

of the main reasons for this plan is to also bring forward solutions and ways to deal with problem

areas. Several management professionals will be interviewed in the subject area that will help to

confirm the significance of communication. This paper will also address and deliver

recommendations for areas of improvements as presented in my personal communication plan.

Various communication methods will be examined and the relevance of each will be determined

based on the individual and the setting in which they may occur. It will demonstrate the

communication skills necessary for management professionals and the benefits that can be

derived. Communication is an essential skill for each person in an organization and aids in

individual career advancement.

PERSONAL MANAGEMENT COMMUNICATION PLAN 3

Introduction

Communication forms the basis for everything that human beings do. People

communicate in their homes, and to their family and loved ones. People are also required to

communicate at work to accomplish various tasks. This paper will discuss communication and

its effect on a persons career and day to day life. The purpose is to establish a correlation

between effective communication and personal and career success. The four main reasons for

communication in the workplace are to inform, express goodwill, institute credibility, and to

convince and persuade (Walker, 2015). Grammar is very important for professionals, especially

in a business environment. Unfortunately, one of the main complaints made by employers

happens to be poor grammar skills demonstrated by employees (Lentz, 2013). It was astounding

that the Wall Street Journal highlighted that out of 430 companies that participated in a survey,

45% said that they had to put some kind of training program in place to help improve employees

grammatical skills (Lentz, 2013). Additionally, there are other companies that require potential

employees to take spelling and grammar tests as part of the overall recruitment process (Lentz,

2013).

For the purpose of this paper, three management professionals were interviewed to give

some useful insights on communication and to corroborate its importance. Mr. Ralph Lewis is a

local entrepreneur and owns a local newspaper (R. Lewis, personal communication, March 3,

2017). He was previously employed in an executive management position at a local bank for

many years (R. Lewis, personal communication, March 3, 2017). According to Mr. Lewis, he

realized the importance of communication from a very early age. From the time he was a child,

his mother always stressed that he should speak proper English (R. Lewis, personal

communication, March 3, 2017). Mr. Sean Dobson is an account manager at Cable & Wireless
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in Grand Cayman. Prior to joining Cable & Wireless, Mr. Dobson worked in the aviation

industry where proper communication is vital (S. Dobson, personal communication, February 22,

2017). After this, Mr. Dobson began working in the telecom industry with Cable & Wireless.

Working with customers required the ability to communicate clearly especially in regards to

contacts and special offers (S. Dobson, personal communication, February 22, 2017). This is

because it is essential for company representatives to properly explain to customers the

implications of any contract they are entering (S. Dobson, personal communication, February 22,

2017). Mr. Dobson also had to communicate with other departments in order to ensure that

customer requests were met (S. Dobson, personal communication, February 22, 2017). This is

important as key stakeholders such as the service department must be advised of when and how a

customer needs a service or product. Ongoing communication is extremely important and

employees should take advantage of the various tools available which include email, phone and

other internal services (S. Dobson, personal communication, February 22, 2017). This ensures

that all persons remain on the same page both internally and externally (S. Dobson, personal

communication, February 22, 2017).

Mr. Jim Damon is an International after Market Sales Manager with McNeilus located in

Minnesota, United States (J. Damon, personal communication, February 15, 2017). Prior to

working with his current employer, Mr. Damon also worked in warranty operations for

manufacturers (J. Damon, personal communication, February 15, 2017). Mr. Damon shared that

he recognized the importance of communication throughout his career (J. Damon, personal

communication, February 15, 2017). He has received performance assessments where the

significance of good communication was stressed (J. Damon, personal communication, February

15, 2017). Based on feedback from his superiors, he acknowledged that he needed to improve
PERSONAL MANAGEMENT COMMUNICATION PLAN 5

his presentation, written and speaking skills (J. Damon, personal communication, February 15,

2017).

This paper aims to prove that if communication is not effective it can hinder personal

career advancement and potentially cause major problems inside an organization. During the

discussion, I will focus on different methods of communication will. As a means of

corroborating the importance of communication, I will also present my personal weak areas and

discuss why improvements should be made. This topic was chosen as I believe that young

managers and leaders need to have proper communication skills in an increasingly competitive

global work environment. The recommendations and findings in this paper can increase

professional image and contribute to further career opportunities. The study of communication is

necessary and its impact on situations. People need to know where they fall short and how they

can make improvements going forward.

Topic Exploration

Effective communication is paramount, especially in a business environment. In order

for any business to be successful, there must be some type of communication (R. Lewis, personal

communication, March 3, 2017). As mentioned by Mr. Damon, business is all about the product

or service (J. Damon, personal communication, February 15, 2017). Communication is needed to

market a product or service and it displays ones level of professionalism (J. Damon, personal

communication, February 15, 2017). Naturally, the ability to communicate will have a direct

impact on the business (J. Damon, personal communication, February 15, 2017). According to

Mr. Dobson, communication is very important as it ensures the various steps are taken by key

stakeholders in a business (S. Dobson, personal communication, February 22, 2017). Regardless

of the industry, proper communication is important because it ensures that business products are
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produced on time and within budget (S. Dobson, personal communication, February 22, 2017).

Communication also clears up any ambiguities that may arise between employees and their

customers (S. Dobson, personal communication, February 22, 2017). People need to relate to

each other and pass on information to customers (R. Lewis, personal communication, March 3,

2017). If communication is not clear, then the companys results will not benefit its internal or

external customers (S. Dobson, personal communication, February 22, 2017).

Communication can occur in various different forms including listening, speaking,

reading and writing. There are different approaches that can be utilized to improve personal

communication skills. One form of communication is listening and it is essential to have good

listening skills. Mr. Lewis stated that he believes listening is the most important form of

communication (R. Lewis, personal communication, March 3, 2017). Before a person can

respond to someone else he or she needs to be able to hear and understand (R. Lewis, personal

communication, March 3, 2017). In a situation where instructions are being given to an

employee, the supervisor should always ask the person if he or she understands (R. Lewis,

personal communication, March 3, 2017). Ask the employee to then explain what he or she

needs to do to ensure the task is understood (R. Lewis, personal communication, March 3, 2017).

Using these tactics will demonstrate whether an employee listens well and is able to carry out

instructions.

In the workplace, there are three types of listening, which include active, empathic, and

critical (Walker, 2015). Listening is like a long forgotten art that no one really pays much

attention to (Bass, 2010). However, practicing active listening allows an individual to get the

attention of persons he or she comes into contact with (Bass, 2010). Studies have indicated that
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listeners have the ability to process between 600 and 1,000 words per minute while someone

who is speaking can only utter 175 to 200 words per minute (Bass, 2010). Due to this, it is not

uncommon for someone to formulate a response in his or her mind well before the other person

stops speaking (Bass, 2010). Effective communication can be achieved by actively listening and

paying attention to the speaker (Bass, 2010). Likewise, it is important to note that feedback lets

a speaker know if the message he or she has sent is understood (Bass, 2010). When someone is

speaking, he or she should not be interrupted (Bass, 2010). Additionally, if the speaker stops he

or she should be allowed to resume the subject (Bass, 2010).

Managers must be able to communicate orally and relay expectations to team members,

staff, and customers (J. Damon, personal communication, February 15, 2017). Without a doubt,

a speaker commanding the attention to get people to listen to him or her and getting them to read

or look at information is a difficult task (Arputhamalar, & Kannan, 2016). Surprisingly, 75

percent of people have a fear of public speaking (Bass, 2010). Therefore public speaking is

revered as a very common social phobia (Bass, 2010). In order to overcome the fear of public

speaking, one should study the audience (Bass, 2010). Finding out information about members

of an audience such as age, where they come from and the reason they are present at a session is

important. In so doing, the presentation can be modified to in a manner to suit the audience

(Bass, 2010). In order for a presentation to be effective, the speaker must capture the audiences

attention (Walker, 2015).

A presentation can be arranged into three parts. Firstly, the speaker should give a brief

overview of what their discussion will be about (Bass, 2010). Next, the speaker should move on

to tell the audience what the main focus of the presentation will be. Lastly, a summary should be
PERSONAL MANAGEMENT COMMUNICATION PLAN 8

given at the end of the presentation, wrapping up everything that was discussed (Bass, 2010). A

presentation will be more structured and edified if it is organized in this way (Bass, 2010).

Presentations require careful planning and should be practiced a few times prior to the actual day

(Bass, 2010). This can be accomplished using friends or family or even rehearsing in front of a

mirror (Bass, 2010). In order for thoughts to flow and the speaker to sound more natural, it is

crucial that he or she does not try to memorize their speech. Timing is just as important in a

presentation, and it should be completed within the suggested time period (Bass, 2010). To

enhance the presentation, appropriate gestures should be used throughout (Bass, 2010).

Nonverbal communication and articulations can also be practiced by videoing a presentation. In

such a case, the speaker will be able to see him or herself and will know what changes need to be

made if any (Bass, 2010).

Before someone even begins to speak, the audience makes conclusions about a speakers

trustworthiness and competence in a particular subject area just based on nonverbal cues and

body language (Bass, 2010). The speakers posture and demeanor are also characterized as

nonverbal communication (Bass, 2010). Therefore speakers should be mindful of these factors

while they are talking. As much as possible, it is recommended that a speaker talks clearly and

with the appropriate speed (Bass, 2010). Additionally, it is imperative for the speaker to be

aware of his or her actions as certain gesticulations can be distracting to the audience (Bass,

2010). In regards to public speaking and overcoming fears, the speaker should focus on the

information he or she wants to portray to the audience (Bass, 2010). When the feeling of

nervousness arises, the speaker can stop and reflect on the purpose of the presentation and their

intention to communicate an important message (Bass, 2010). A speaker can be more effective
PERSONAL MANAGEMENT COMMUNICATION PLAN 9

if he or she shifts concentration from their apprehensiveness and focuses on the message itself

(Bass, 2010).

Further to being a good speaker, an individual should be able to hold a conversation. In

order to achieve this, it is suggested that individuals read as much as possible (Bass, 2010). For

example, if someone is going on a business trip he or she can perhaps purchase a newspaper or

read up on the latest happenings at the place he or she is visiting (Bass, 2010). This should boost

and help create conversations with locals in the area (Bass, 2010). Moreover, it may be useful to

record information and develop a story line based on individual experiences (Bass, 2010). These

can be used as baselines to build on certain points in the context of a conversation or even a

presentation (Bass, 2010). It is beneficial to take advantage of any chance to listen to an

experienced speaker because there is always something to gain (Bass, 2010).

When someone communicates in writing he or she relays information using letters and

reports (Arputhamalar & Kannan, 2016). The main reason behind written communication is to

request, convince and improve relationships (Arputhamalar & Kannan, 2016). The interactions

and communication process of humans can be unfathomable, graceful and hard to understand

(Arputhamalar & Kannan, 2016). In business environments, communication is an active process

which highlights various forms of interactions involving information (Arputhamalar & Kannan,

2016). One has to look past the notion of just sharing ideas (Arputhamalar & Kansan, 2016).

This is due to the fact that there is a constant quest to ensure communication is improved and can

is effective (Arputhamalar & Kannan, 2016).

Communication can be a very useful contributor to promotions and career success. Mr.

Damon mentioned that he strongly believes that communication has helped him to reach the
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position he is at today (J. Damon, personal communication, February 15, 2017). Mr. Damon is

comfortable communicating with people and has a willingness and concern to help them (J.

Damon, personal communication, February 15, 2017). Mr. Damon said that he actually enjoys

working with people (J. Damon, personal communication, February 15, 2017). All of these

factors have helped in his career path. Likewise, Mr. Dobson echoes this sentiment and has said

that communication is paramount (S. Dobson, personal communication, February 22, 2017).

This includes having good relationships with customers, to providing exemplary customer

service and openly communicating with management (S. Dobson, personal communication,

February 22, 2017). This allows one to communicate views internally as well as express the

views of colleagues in order to ensure all parties understand each other (S. Dobson, personal

communication, February 22, 2017). Good communication allows seemingly complex tasks to

become easier to work on (S. Dobson, personal communication, February 22, 2017). Once a

person can demonstrate that he or she has the ability to communicate properly, both internally

and externally, then management will be more inclined to look at that him or her for a promotion

or upward mobility (S. Dobson, personal communication, February 22, 2017).

Communication is the manner in which people share opinions, accomplish tasks, and gain

recognition for their hard work (Arputhamalar, & Kannan, 2016). The majority of employees in

the workplace have the prerequisite skills to communicate properly (Arputhamalar & Kannan,

2016). However, it should be noted that ones capability causes variations in the level of

communication (Arputhamalar & Kannan, 2016). Examples of these skills include the ability to

persuade a boss about a new area of responsibility, motivating an employee that may be hesitant

to take on certain tasks, or giving a god impression to outside persons (Arputhamalar & Kannan,

2016).
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My areas of improvement

There are a few areas that I have struggled with over the years that I need to improve. I

consider myself to be somewhat of an introvert and I can be shy at times. When it comes to job

interviews or speaking to a group of people, I always get nervous. As a result of my character

and introvert personality, I dont believe that I give people and potential employers the best

impression of myself. After completing an interpersonal communication skills self-assessment, I

discovered a few things. Even though I listen to people and pay attention to non-verbal cues,

there are situations where I easily get bored. If the speaker is not engaging I tend to lose focus

and will no longer be attentive to what he or she is saying. This is something that I need to work

on, as being a good listener is actually another way of portraying that you are communicating

with someone else (Doyle, 2016). The most important type of communication that managers can

exercise is active listening (S. Dobson, personal communication, February 22, 2017). Managers

need to be able to listen to staff as well as customers (S. Dobson, personal communication,

February 22, 2017). According to Doyle (2016), if people engage in active listening, they can

ask questions to clarify what the other person is saying (Doyle, 2016).

I was already aware that I am a shy person and the self-assessment confirmed that I tend

to avoid group settings. This is so true because I only assemble in a group when I am required to

for work, school or training activities. Generally, I dont like public speaking. I have reviewed

the results of this assessment. However, I dont feel that it will prompt me to change every detail

about myself. This is mainly due to the fact that some of what I answered are innate in my

character and personality. None the less, I agree that as a manager and professional I need to

master and exemplify certain communication skills. In order to improve on my personal

communication skills, I will make it a priority to practice my speaking skills as much as possible.
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I believe that if I take advantage of opportunities to lead teams or speak up in meetings that I will

be able to further develop this skill. Additionally, I will always try to be considerate to anyone

who is speaking and practice active listening.

I learned a great deal from each of the persons that were interviewed. I took advice based

on each persons views on listening and speaking skills. I see this as an opportunity to help

improve my listening and speaking skills as these were identified as areas that I struggled with

during my self-assessment. According to Mr. Damon, in order to improve communication skills

a person requires feedback (J. Damon, personal communication, February 15, 2017). There are

programs such as 360 degrees which can provide direct feedback (J. Damon, personal

communication, February 15, 2017). Moreover, Mr. Damon stated that mentoring and practice

also help (J. Damon, personal communication, February 15, 2017). It is good to rehearse prior to

any speaking event which is particularly important if a person is presenting or leading a meeting

(J. Damon, personal communication, February 15, 2017). Mr. Damon gave an example of a

presentation that he was required to do for his company (J. Damon, personal communication,

February 15, 2017). In order to prepare, he actually videotaped himself, watched the videos and

made improvements (J. Damon, personal communication, February 15, 2017).

Persons who want to improve speaking skills should practice taking notes and read them

out loud to someone (S. Dobson, personal communication, February 22, 2017). Mr. Dobson also

mentioned that business professionals should engage in active listening. If you meet with

customers, take good notes and read them over to ensure the customer agrees (S. Dobson,

personal communication, February 22, 2017). After this point, it can be useful to follow up with

the customer with an email using questions which will confirm what was discussed (S. Dobson,

personal communication, February 22, 2017). Emails allow a person to articulate responses in a
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written format (S. Dobson, personal communication, February 22, 2017). I agree with this, as

often times I revert to sending emails instead of speaking to people over the phone. Due to this,

it is crucial that I brush up on my writing skills to ensure that they are up to standard. As a

person becomes more comfortable he or she can elevate to telephoning the customer to gain

clarity on their previous conversation (S. Dobson, personal communication, February 22, 2017).

For people such as myself that struggle with listening or speaking skills, Mr. Lewis

recommends spending a lot of time reading and watching documentaries (R. Lewis, personal

communication, March 3, 2017). He mentioned that it is important to pay attention to the speed

in which people speak on the radio or television (R. Lewis, personal communication, March 3,

2017). Having been featured on the radio many times himself, Mr. Lewis stated that presenters

speak at a particular pace because they want the audience to understand what they are saying (R.

Lewis, personal communication, March 3, 2017). Likewise, I take this to mean that I should

speak slowly and ensure that I pronounce my words properly when conversing or making a

presentation. It can be useful to practice with someone who is able to speak properly (R. Lewis,

personal communication, March 3, 2017). This is just like learning a foreign language, in that

you learn better practicing with someone who knows the language well so that he or she can

correct you if needed (R. Lewis, personal communication, March 3, 2017). The same applies to

communication. Just going into an empty room and practicing is also a good idea to improve

speaking (R. Lewis, personal communication, March 3, 2017).

The total that I scored in this area is 7.5 because there are still some areas that I need to

work on in order for me to be at the right professional standard. I will attend training events and

volunteer to speak up in meetings or group activities. Additionally, I hope to be able to make

further career advancements once I focus on and make these improvements.

PERSONAL MANAGEMENT COMMUNICATION PLAN 14

-Up/down/lateral communication evaluation

According to Mr. Dobson, lateral communication is more important than communicating

information vertically or downward in an organization (S. Dobson, personal communication,

February 22, 2017). Lateral communication lets people feel as if they are equal rather everything

being dictated by higher management (S. Dobson, personal communication, February 22, 2017).

Merely giving out instructions can negatively impact a person on the receiving end (S. Dobson,

personal communication, February 22, 2017). The person may feel the supervisor has a

superiority complex or is just giving orders as opposed to practicing open lines of

communication (S. Dobson, personal communication, February 22, 2017). Vertical

communication is only beneficial in work environments such as the military where specific

instructions are given and passed down to various levels in the organization (S. Dobson, personal

communication, February 22, 2017). However, in a business environment vertical can actually

be a hindrance to work processes (S. Dobson, personal communication, February 22, 2017).

When an organization is too compartmentalized and information has to be communicated

downward, it can slow down the communication process or make it less effective. Mr. Lewis

has stated that the manner in which people communicate can cause problems (R. Lewis, personal

communication, March 3, 2017). This stems from the hierarchy within the organization. In

order to alleviate this issue, regular meetings should be held with all staff to ensure everyone

understands what is taking place within the organization and is on the same page (R. Lewis,

personal communication, March 3, 2017). This greatly reduces the separation between

departments and the various levels within an organization that a traditional hierarchy creates (R.

Lewis, personal communication, March 3, 2017).

PERSONAL MANAGEMENT COMMUNICATION PLAN 15

The total that I scored in this area is 8 because I feel that I do well in communicating

information from higher management to lower level staff. I have regular meetings and

interactions with my team so that everyone understands what is required.

Intercultural communication evaluation

Dealing with people from different cultures can be difficult at times. According to

Walker (2015), intercultural communication is defined as the transfer of information between

people of different cultures (Walker, 2015). The best way to deal with the challenges that may

arise from doing business with people from different cultures is to be open and embrace learning

about the other cultures and how this knowledge can be used to communicate effectively

(Walker, 2015). Managers in a global environment are pressured to possess effective

communication skills as it is critical to their daily operations which include the planning,

organizing, supervising and implementation of procedures (Chitakornkijsil, 2010). As

mentioned, it is not easy to comprehend people from different backgrounds. To overcome this

challenge, one must be an effective and successful intercultural communicator (Chitakornkijsil,

2010).

In order to communicate successfully with the many people in a global environment,

professionals should practice communicating with persons whose backgrounds and points of

view differ from our own (Chitakornkijsil, 2010). These interactions are what forms

intercultural communication (Chitakornkijsil, 2010). Differences across cultures can lead to

difficulties in intercultural communication and sometimes make it even impossible

(Chitakornkijsil, 2010). According to Chitakornkijsil (2010), Peoples values, beliefs, political

PERSONAL MANAGEMENT COMMUNICATION PLAN 16

opinions, nonverbal gestures, language, and interactions with others are all significantly

influenced by culture (Chitakornkijsil, 2010).

When dealing with international clients, it is important to exert certain communication

skills. Communication with international clients should be more personal and frequent in order

to build relationships (J. Damon, personal communication, February 15, 2017). Even though Mr.

Dobson stated that he has not had an extensive dealing with international clients, he has had

interactions with customers from China and the Far East (S. Dobson, personal communication,

February 22, 2017). In such cases, the language barrier can be an issue in communicating

effectively (S. Dobson, personal communication, February 22, 2017). However, one way to

successfully communicate with people from different cultures is to ask questions (R. Lewis,

personal communication, March 3, 2017). Ask the person if he or she understands you or if you

are clear in what you just said (R. Lewis, personal communication, March 3, 2017). Finding out

if it is something that he or she would do in their country is also useful (R. Lewis, personal

communication, March 3, 2017).

The Cayman Islands is a melting pot of people from different cultures and backgrounds

(R. Lewis, personal communication, March 3, 2017). Due to this, professionals need to

understand the people they are dealing with (R. Lewis, personal communication, March 3, 2017).

Certain words mean different things across cultures and certain gestures can even be insulting

(R. Lewis, personal communication, March 3, 2017). When interacting with people from

different cultures you have to be careful not to make the mistake to communicate information in

the wrong way (R. Lewis, personal communication, March 3, 2017). According to Stewart

(2016), companies that master cross-cultural communication are more equipped as they can use
PERSONAL MANAGEMENT COMMUNICATION PLAN 17

shared information and experience to enhance competitive advantage at home and abroad

(Stewart, n.d.).

The total that I scored in this area is 8.5 because I have experience working with people

from different cultures. I understand that there can be a language barrier at times and that I have

to be careful how I approach people in this category.

Emerging technologies and communication evaluation;

Technology plays a major part in communication today. According to Walker (2015),

technological advancements have made communication faster and less expensive (Walker,

2015). Mr. Dobson also echoed this sentiment because he stated that technology has helped in

communicating with clients across cultures (S. Dobson, personal communication, February 22,

2017). When dealing with people who speak a different language, it may be more beneficial to

actually send an email or other written form of communication (S. Dobson, personal

communication, February 22, 2017).

Technology platforms such as Google translate or other software conversions can

essentially translate words into the other persons native language (S. Dobson, personal

communication, February 22, 2017). The person can then respond in their language and the

program or software will also translate it for you (S. Dobson, personal communication, February

22, 2017). This type of technology helps to alleviate language barriers, especially if the person

has a heavy accent or is hard to understand (S. Dobson, personal communication, February 22,

2017). In addition to emails and translation software, video conferencing is becoming a popular

tool that was not available years ago (S. Dobson, personal communication, February 22, 2017).
PERSONAL MANAGEMENT COMMUNICATION PLAN 18

Similarly, Mr. Lewis has said in modern times so much information is communicated via emails

(R. Lewis, personal communication, March 3, 2017). Based on the above information, it is clear

that business executives need to use technology to increase sharing and visibility throughout the

company for all types of projects (Florentine, 2016).

The total that I scored in this area is 8. This is because I am conscious of the majority of

emerging technologies that are being used for communication purposes. These include email

and the internet via the use of social media sites.

Crisis management evaluation and action plan

According to Mr. Lewis, if ever you want to communicate clearly and accurately, it is in a

crisis situation (R. Lewis, personal communication, March 3, 2017). Information can be

misunderstood if it is not communicated effectively (R. Lewis, personal communication, March

3, 2017). As a result, all efforts should be put into communicating in a crisis as there may be no

time to repeat or go over information (R. Lewis, personal communication, March 3, 2017). If

information is not communicated concisely to employees, the company may not achieve desired

outcomes (R. Lewis, personal communication, March 3, 2017). Additionally, if staff members

are not able to give customers the right responses, then customers may not be inclined to buy

products or services (R. Lewis, personal communication, March 3, 2017). This is why it is

important to be clear when communicating with employees as well as clients. Ensure that

information is communicated properly the first time (R. Lewis, personal communication, March

3, 2017). When under pressure or in a crisis situation, it is essential to remain calm and

collective (R. Lewis, personal communication, March 3, 2017). In crisis situations, proper
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communication can actually diffuse situations before they escalate or get out of hand (R. Lewis,

personal communication, March 3, 2017).

Proper communication can also allow a potentially bad situation to end well. Mr. Damon

stated that emails are not as personal. Sometimes, it is advantageous to just pick up the phone

and call a client or colleague. This is because personal communication can relay a totally

different message and can save a potentially bad situation from happening (S. Dobson, personal

communication, February 22, 2017). It is important to ask questions or clarify what customers

are requesting so that the correct information can be passed on to the companys service delivery

team (S. Dobson, personal communication, February 22, 2017). For example, Mr. Dobson said

that he has experienced customers requesting to close an account. However, the customers failed

to properly indicate which account they wanted to close (S. Dobson, personal communication,

February 22, 2017). If a security line or another important account is mistakenly closed, this

could take days to re-open and cause a potentially stressful situation (S. Dobson, personal

communication, February 22, 2017). There were occasions when requests were processed

without first clarifying this information with the customer (S. Dobson, personal communication,

February 22, 2017). Mr. Dobson has had instances where this has happened but he always

stopped to ask questions (S. Dobson, personal communication, February 22, 2017).

Mr. Lewis reflected on his days as a management executive in the banking industry when he

managed about 125 people (R. Lewis, personal communication, March 3, 2017). In order to

relay information to lower level staff, he had to effectively communicate with the managers (R.

Lewis, personal communication, March 3, 2017). There was a situation where Mr. Lewis gave

instructions to a manager and then the manager passed on the information to the front line staff

(R. Lewis, personal communication, March 3, 2017). The message was not communicated
PERSONAL MANAGEMENT COMMUNICATION PLAN 20

properly because of one simple word being misunderstood (R. Lewis, personal communication,

March 3, 2017). The management team had to review the situation and what was done wrong.

They looked at the communication channel and were able to correct the issue and make

improvements (R. Lewis, personal communication, March 3, 2017).

Poor communication or tardiness reflects badly on an individual and the business (J. Damon,

personal communication, February 15, 2017). However, it should be noted that a crisis and the

mode of communication needed all depends on the situation and type of business environment

(S. Dobson, personal communication, February 22, 2017). For example, in the medical field

there can easily be a loss of life if there is not proper communication (S. Dobson, personal

communication, February 22, 2017). The same goes for the military where it is paramount that

certain protocol and communications are followed (S. Dobson, personal communication,

February 22, 2017). In a corporate or telecom work environment, communication is key because

the company deals with corporate and government accounts and manages IT services (S.

Dobson, personal communication, February 22, 2017). Communication is important here

because it ensures that planned outages, maintenance windows, or other information are all

clearly communicated internally and externally. This allows the company to meet customer

needs on time and with the right specifications (S. Dobson, personal communication, February

22, 2017).

Mr. Dobson had a different take on this topic and believed that in a crisis it depends on who

is communicating to whom (S. Dobson, personal communication, February 22, 2017). In

businesses, a certain protocol should be in place so that people know what to look for when a

crisis arises (S. Dobson, personal communication, February 22, 2017). Ideally, it would be more

beneficial to have one point of contact such as a manager or supervisor who works behind the
PERSONAL MANAGEMENT COMMUNICATION PLAN 21

scenes to provide feedback to the spokesperson of the company (S. Dobson, personal

communication, February 22, 2017). If it is not feasible to hold a face to face meeting, then a

conference call would be sufficient to deal with these situations (S. Dobson, personal

communication, February 22, 2017). The spokesperson will communicate information to the

public or other entities (S. Dobson, personal communication, February 22, 2017).

In my opinion, certain modes of communication are vital in a crisis situation. According to

Mr. Damon, a crisis situation is mainly driven by timeliness or emotions (J. Damon, personal

communication, February 15, 2017). Talking to people directly helps a great deal (J. Damon,

personal communication, February 15, 2017). Additionally, listening is more important when it

comes to communication (J. Damon, personal communication, February 15, 2017). Mr. Damon

has worked many years in the warranty operation and advised that if people would listen to

customers more, this will go a long way in addressing a crisis situation (J. Damon, personal

communication, February 15, 2017). The customer will feel appreciated and will see that you

have taken the time to listen to them (J. Damon, personal communication, February 15, 2017).

The total that I scored in this area is 7 as I recognize that I am not fully competent in this

area. As a young manager, I lack the proper experience to deal with crisis situations and thus

may struggle when a real life situation arises. I intend to lean on my superiors in order to tap

into their wealth of experience in dealing with crisis and conflict situations.

The mechanics of communication: spelling, grammar, subject-verb agreement, punctuation

In a business environment, the importance of good writing cannot be stressed enough.

According to Walker, (2015), good writing skills are crucial to professional success as people

who cannot write or communicate properly will encounter problems in securing jobs or obtaining
PERSONAL MANAGEMENT COMMUNICATION PLAN 22

a promotion (Walker, 2015). Poor grammar skills reflect badly on an individuals professional

image and performance. According to Mr. Lewis, dialect and bad grammar are accepted in

certain circles (R. Lewis, personal communication, March 3, 2017). However, it should be noted

that this is only when speaking informally (R. Lewis, personal communication, March 3, 2017).

On the contrary, in a business environment, there is a level of professionalism that should be

demonstrated (R. Lewis, personal communication, March 3, 2017). Business professionals

should speak proper English and articulate themselves appropriately (R. Lewis, personal

communication, March 3, 2017). This prevents misunderstandings and everyone can identify

with what is being said (R. Lewis, personal communication, March 3, 2017).

Typos and grammatical errors can portray a person in a negative manner. Proper

grammar is not the only characteristic of a good writer. However, it is still viewed as a measure

of intellect and professionalism (Lentz, 2013). Grammar is important especially for writers of a

newspaper business where publications have to be correct. None the less, all writers should take

the same approach. In order to accomplish this, articles or reports need to be reviewed multiple

times (R. Lewis, personal communication, March 3, 2017). Additionally, it is recommended to

take breaks in between and then return to look at the document with fresh eyes (R. Lewis,

personal communication, March 3, 2017). In certain circumstances, spell check and other tools

on the computer do not work (R. Lewis, personal communication, March 3, 2017). Therefore, it

is useful to get someone else to check over work because that person can pick up things that the

writer may have missed (R. Lewis, personal communication, March 3, 2017). When someone

reads a newspaper, report or email with bad grammar it gives a bad impression of a writer,

regardless if he or she is skilled or educated (R. Lewis, personal communication, March 3, 2017).

As Mr. Lewis described it, be mindful because once it is written, thats it (R. Lewis, personal
PERSONAL MANAGEMENT COMMUNICATION PLAN 23

communication, March 3, 2017). There is no way to retract what has been written or take back

what is said (R. Lewis, personal communication, March 3, 2017). As such, whenever people are

communicating in a business environment, it is crucial not rush (R. Lewis, personal

communication, March 3, 2017).

Mr. Damon also agreed that poor grammar reflects badly on a person and even devalues

him or her (J. Damon, personal communication, February 15, 2017). Someone can be

knowledgeable about their products or services, but bad grammar may cause the recipient to

view him or her differently (J. Damon, personal communication, February 15, 2017). Likewise,

if a person has good grammatical or communication skills this can cover up their inability to do

other things (J. Damon, personal communication, February 15, 2017). Communication paints a

picture of the organization being represented rather than the person who is writing

(Arputhamalar & Kannan, 2016). As such, a writer is like an ambassador for the organization

and should always endeavor to produce the best writing especially as it pertains to business

documents (Arputhamalar & Kannan, 2016).

The total that I scored in this area is 8.5. I feel that I have many years experience writing

formal reports and putting together information. Much of my recurrent mistakes are due to time

constraints and not reviewing my work properly. I endeavor to spend the time necessary to

review all of my work, including my assignments with the International College of the Cayman

Islands.

Conclusion

In general, communication can be described as the backbone of all of our dealings and

interactions with others. In saying this, people need to communicate properly, especially in a
PERSONAL MANAGEMENT COMMUNICATION PLAN 24

business environment. A manager should know what is required or is expected (J. Damon,

personal communication, February 15, 2017). Managers must be able to communicate

effectively with many different facets (S. Dobson, personal communication, February 22, 2017).

Managers must ensure that they understand information that is being passed on to them and be

able to correctly relay information to the staff members that they have to supervise (S. Dobson,

personal communication, February 22, 2017).

Mr. Damon stated that emphasis should be placed on talking or conversing (J. Damon,

personal communication, February 15, 2017). People should not get too caught up in emails or

electronic media as these modes of communication can be cold and impersonal (J. Damon,

personal communication, February 15, 2017). Proper communication in professional and

personal relationships is of paramount importance (S. Dobson, personal communication,

February 22, 2017). This may be uncomfortable at first, but in the long run, it puts people at

ease and removes any ambiguity in communication throughout a professional organization (S.

Dobson, personal communication, February 22, 2017). Proper communication ensures clarity in

the words that are spoken (S. Dobson, personal communication, February 22, 2017). Stop and

think of the other persons perspective and this will help to frame the response or context of an

answer (S. Dobson, personal communication, February 22, 2017). Additionally, being cognizant

of the other person in the conversation helps to solidify and strengthen relationships which are

the ultimate objective, both professionally and personally (S. Dobson, personal communication,

February 22, 2017).

In terms of general advice, Mr. Lewis recommended trying to keep communication as

simple as possible (R. Lewis, personal communication, March 3, 2017). Avoid big words or

jargon which can confuse people (R. Lewis, personal communication, March 3, 2017). The
PERSONAL MANAGEMENT COMMUNICATION PLAN 25

whole purpose is to be able to communicate effectively and transfer a clear message from point

A to Point B (R. Lewis, personal communication, March 3, 2017). The text also solidifies

this notion because as mentioned by Walker (2015), communication is described as transferring

information from one party to another. As a manager and professional, I note that if I am not

able to communicate properly to my co-workers and superiors I will not be doing my job

effectively. As a result of this study, I have come to the realization of exactly how important

communication is in the workplace. I am cognizant of the ratings that I have given myself in this

personal communication plan. I aim to build upon the foundation I have started and continue to

improve my communications skills. In doing this I will exemplify myself as a professional and

be able to make further advancements in my career.

PERSONAL MANAGEMENT COMMUNICATION PLAN 26

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