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Business Communication Gb 512 - a Communication Diary

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Submitted By beatrix
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UNIT CODE: GB 512 A COMMUNICATION DIARY

INTRODUCTORY PART A communication diary is an excellent method to track all the communication that occurs within an organization, between an organization and its stakeholders, between stakeholders themselves, etc. This might include phone calls such as who to/from, duration, topic, action taken, emails: who to/from, subject, time taken, action taken and reports: report topic, time taken, who to/from. Using a communication diary help gather data for providing a great deal of useful information about the communication practices of chosen communication method. Moreover, it can reveal various communication networks, show communication effectiveness or the reasons why the communication failed. Effective two-way communication between an organization and its external stakeholders creates mutual understanding, acceptance and goodwill. Effective twoway communication is audience-centred; uses clear concise, courteous, confident and complete messages to enhance understanding; built positive relationships; gathers information to analyse future trends; applies ethical practices to provide relevant information, etc. (Dwyer 2013, p. 4) A good communicator listens, asks questions, uses positive body language and gives feedback (Dwyer 2013, p. 29). One of the most important aspects of the communication we detected while keeping the communication diary were: Active listening which focuses on the other person’s message and provides appropriate feedback (Dwyer 2013, p. 42); Interest-based approach to negotiations engage in joint problem solving to identify the interests and work together to resolve each party’s underlying issues, need and concerns (Dwyer 2013, p. 83); Social skills which are an important factor in a service orientation and the ability to participate, recognize and meet customers’ needs (Dwyer 2013, p. 73); Professional

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