Running Head: COMMUNICATION PLAN

Opal Ruiz

Management Communications

International College of the Cayman Islands

Instructor Dr. David Marshall

April 4th 2017

 2
COMMUNICATION PLAN
Abstract

This personal management communication plan outlines my master plan for improving my

communication skills across various communication mediums. There are various dimensions of

communication that will be discussed throughout this communication plan. Such dimensions of

communications which will be discussed include upward, downward, lateral communication,

intercultural communication, the mechanics of communication, communication in emerging

technologies as well as crisis communication. Furthermore, various strategies for improving my

communication skills will be discussed in relation to verbal communication, nonverbal

communication, and written communication. Strategies for improving my communication skills

include participating in communication training, podcasts, webinars, and other online resources

among other strategies. Furthermore, my personal management communication plan will also

consist of a review of literature in relation to the importance of communication in the work

environment. Hence, in improving my competence as a communication will ultimately translate

to improved communication skills and career development.

 3
COMMUNICATION PLAN
Personal Management Communication Plan of Opal Ruiz

Introduction

My personal management communication plan will outline the key communication areas

that I will endeavor to strengthen and improve in. Additionally, my personal management

communication plan will also discuss the various strategies and approaches that will be utilized

to improve my communications skills. Specific important communication areas that will be

discussed include: the importance of communication, formal communication networks,

interpersonal communication, intercultural communication, communication and emerging

technologies, crisis communication, mechanics of communication, public

speaking/presentations, written communication, oral communication and nonverbal

communication among other communication areas. Furthermore, I will also discuss the

importance of listening skills, such as active listening and communicating in a group setting.

Therefore, this communication plan will include various strategies that will be used to improve

my communication as it relates to public speaking and written communications, among other

areas of communication.

Literature review on the importance of communication skills

According to Hodge and Schulz (2015) in order for students to be efficient contributors at

prospective future employers students must be effective in the communication skills that

employers require. Communication skills that are essential for employers include listening skills,

written communication, and oral communication (Hodge & Schulz, 2015). As mentioned by

Hodge and Schulz (2015) both written and oral communication is crucial for success in the

work/business environment. Furthermore, the American Management Associations survey

 4
COMMUNICATION PLAN
(2010) has found that communication is one of the most highly valued skills that employees need

in order to be successful in the 21st century job market. By the same token, the 2014 Job Outlook

report commissioned by the National Association of College and Employers cited that 76.6% of

organizations believe that communication skills are one of the most vital skills, specifically as it

relates to written communication skills (NACE, 2013). Although these surveys also highlight the

importance of other skills including critical thinking, management skills, and innovation, in

general these other skills are significantly affected by communication are employees are required

to share their ideas and thoughts with other employees (Hodge & Schulz, 2015).

Literature review on the importance of communication skills

According to Hodge & Schulz (2015), poor communication skills is a major issue as it

can result in various problems such as inaccurate interpretation, misuse of information,

miscommunication, and inaccurate interpretation. Moreover, Byrne and Lemay (2016) has stated

that there is a correlation between high-quality effective communication and improved

productivity, reduced absenteeism, improved job satisfaction, job productivity and overall

commitment to the organization. Additionally, when communicating is it important for the

sender to use words that are precise and clear to avoid misunderstanding (Hodge & Schulz,

2015). According to Bovee and Thill (2012) communication skills include oral communication,

written communication, nonverbal communication as well as listing skills. In order for

businesses to be productive it is essential for employees to communicate in an effective manner,

especially with diverse individuals and also be able to use evolving technology that is

appropriate for the respective business environment (Hodge & Schulz, 2015). Furthermore,

written communication can occur in various forms including letters, memos, reports, social
 5
COMMUNICATION PLAN
media, text-messaging, instant messaging, and other forms of written communication (Hodge &

Schulz, 2015).

Improving Communication Skills via Non-Verbal Communication

As reported by Brane (2010) it is widely known that nonverbal aspects of communication

are referred to as body language. Scientific research has concluded that various aspects of

communication consist of 55% bodily gestures and movement, 38% tone of voice, with only 7%

of communication being words or verbal communication (Brane, 2010). It is therefore evident

that 93% of communication occurs nonverbally, as in many instances words are inadequate for

communicating effectively on their own (Brane, 2010). According to Brane (2010) this

demonstrates that when body language is used correctly it is an effective form of nonverbal

communication in order to communicate with colleges within the workplace, which ultimately

leads to organizational success. Further to this, it also results in professional and personal

development of employees which serves to benefit the organization (Brane, 2010). Therefore, I

am now more cognizant on the significant role that nonverbal communication plays in

communicating effectively hence I will use this knowledge to improve my nonverbal

communication skills.

Improving Communication Skills via Non-Verbal Communication

Body language is a type of nonverbal communication which has been the focus of

significant research (Brane, 2010). Brane (2010) indicates that body language/nonverbal

communication in which individuals are able to communicate their emotions, attitudes and

feelings to others. According to Brane (2010) eye contact, gestures, handshakes, postures, and

facial expressions are all forms of body language. Body language is an advantageous form of
 6
COMMUNICATION PLAN
communication as this communication is visible to the receivers of communication which enable

them to interpret the meaning of the message (Brane, 2010). In addition, body language also

enables the receiver of the message to form a perception of the personality of the sender of the

message (Brane, 2010). Brane (2010) also reports that the receiver can detect the seriousness and

gravity of the message by observing the body language of the sender of the message.

Additionally, effective body language can be conductive in adding value to the message (Brane,

2010). As a result, I am now have a greater understanding of the significant role that non-verbal

communication and body language plays in communication and I will endeavor to use this

information to enhance my nonverbal communication skills.

In order to improve my communication skills, I plan to incorporate the improvement of

my communication skills in both my short-term and long-term objectives. In addition, effective

communication is essential to my short-term and long-term career objectives. Hence, I plan to

improve my communication skills across various mediums of communication including, oral,

verbal, and non-verbal communications. Additionally, I plan to take advantage of training and

development opportunities that can enable me to improve my communication skills.

Furthermore, I can research online for free webinars on effective communication that I could

participate in to improve my communication skills. My personal management communication

plan for improving my communication skills is to integrate communication competency goals in

my annual performance goals. This will enable me to improve my communication skills as well

as my performance goals simultaneously.

Importance of research on communications in developing a communication plan

 7
COMMUNICATION PLAN
In developing a personal communication plan and researching the importance of

communication, this prompted me to evaluate my communication skills. This has allowed me to

realize that my own perception of my communication skills/strengths may be flawed. I say this

because according to Lear, Hodge, & Schelz, (2015) it is the employers perception that

determines what constitutes good communication skills. This means that while my

communication skills might be good according to my standards this might not necessarily be

the same standard that an employer might accept as good communication skills. Additionally, I

feel that conducting research on communication skills is beneficial in developing a strong

personal management communication plan as such research/information improves my overall

understanding of communication as a discipline. Furthermore, conducting research on

communication skills is also importance as it can help me to identify strategies to improve my

communication skills.

Importance of Communication in General

According to Lear, Hodge, & Schelz, (2015) due to communication being a highly

complex process in which various variables must be taken into consideration, it is important to

ensure that the message that is encoded, conceived, and sent by one individual is the same

message that is understood and decoded by the individual that is receiving the message, this

represents a fundamental component of the communication process. This is of primary

importance as if the individual receiving the message does not understand the message in the

manner in which the person communicating the message intended, this represents a breakdown

in the communication process. Such breakdown in the communication process can result in

adverse implications in the communication/interaction between both the sender and the receiver

of the message. As an employee and HR professional it is essential for me to understand the

 8
COMMUNICATION PLAN
process of communication in this respect. I say this because when I am communicating with an

employee I need to ensure that I communicate effectively in order for the employee or individual

I am speaking to correctly understand what I am communicating to them.

Importance of understanding that communication is a two-way process

This realization is essential to improving my communication skills. This has enabled me

to realize that there have been instances where there was communication between myself and an

employee and I came away from the conversation believing that I understood what the employee

was trying to communicate to me. Only to learn afterwards that I misunderstood the message that

the employee was trying to express to me. This also allowed me to think of communication as

more of a two-way process. This means that I should be an effective communicator in terms of

being the sender of a message but it is also equally important to be an effective communicator in

terms of receiving and understanding the message as it was intended by the sender. In addition,

this realization has led me to question whether the breakdown of communication was on my part

or the employees part. Regardless, of where the breakdown in communication occurred, whats

important is that I was able to detect it. Whats important moving forward is for me to identify

strategies that I can use to ensure that I fully understand what an employee in trying to

communicate to me. One approach that I will use to ensure that I understand what is being

communicated to me is to repeat and rephrase what the employee is communication and ask

them for confirmation that what I understood is correct.

Improve in Verbal communication / Written Communication / Presentations

As mentioned, there are various communication areas that I would like to improve in in

order to improve my overall communication competency. One specific area that I would like to
 9
COMMUNICATION PLAN
improve in is verbal communication. As an illustration, verbal communication is a fundamental

component of communication both within and outside of the work place. Hence, in order to be

more effective as I communicator I would like to further enhance my communication skills. In

addition, I feel that written communication also plays a significant role in the communication

process and this is another area of communication that I will strive to improve in. In my opinion,

the importance of written communication can t be understated or underestimated. For example,

written communication is an essential component of my job duties. I am frequently required to

send companywide communications via e-mail in regards to key organizational events such as

staff meetings or new employees joining the organization. Therefore, it is critical for my written

communications to be professional and top-notch as it is viewed by all employees of the

organization. In order to become a more effective communicator another area of communication

is public speaking and presentations. I tend to get extremely nervous when I am required to do a

presentation or engage in any form of public speaking. This can negatively impact my ability to

present a strong presentation or speech. This is an area that I will need to improve in as if I want

to become a manager or advanced to a more senior position. Therefore, in order to aid my career

/ professional development I will need to have competent public speaking and presentation skills.

Improving Communication via Written Communication / not over relying on Technology

As indicated by Stevens (2005) written communication skills are becoming increasingly

important as a result of technology significantly playing a substantial role in written

communication/messages within the work environment. While this statement might be true to a

certain extent, I also believe that over reliance/dependence on technological tools that aid written

communication can erode core written communication skills such as spelling, grammar and

punctuation. For example, over dependence on communication tools such as auto grammar,
 10
COMMUNICATION PLAN
punctuation and spell check can actually hinder improvements on such areas of written

communication. In todays technologically advanced society I feel that more and more emphasis

is being placed on electronic written communications as opposed to traditional pen and paper

written communication. Hence while communication technology tools can enable advantages to

improving written communication it can result in the opposite effect when individuals are

heavily dependent on such tools.

Self-Analysis of Written Communication / Over Dependence on Communication

Technology

In analyzing my written communications over the last few years, I have now come to

realize that my written communication is more and more in an electronic medium. I feel that this

has somewhat negatively affected my written communication skills. This is an importance

observation as had I not researched communication skills in the workplace I would not have

necessarily realized this. The majority of my written communication is in electronic format as

this is the norm across my personal written communication, work related written communication,

and my academic written communication. It is accepted that most written communications are

done on an electronic medium as opposed to traditional written communications. However,

individuals such as myself must not be over dependent on technology communication tools and

is because there may be instances when the individual may not have the privilege of using spell

check and other communication technology tools. Hence, it is essential for me to be able to

effectively communication in written communication without the aid of communication

technology tools. As a consequence, this is a major area of improvement in regards to my written

communication skills.
 11
COMMUNICATION PLAN
Importance of Communicating Effectively without the aid of Technology Communication

tools

As mentioned, it is crucial to have the ability to communicate effectively without the aid

of communication technology tools such as spell check etc. This is important as I may be

unexpectedly asked by a manager to write a business-related communication and I must be able

to write clearly with proper spelling, punctuation, grammar, and subject verb agreement without

the aid of communication technology tools. For example, as the HR Officer at the Department of

Tourism I may be asked by the Director or HR Manager to take minutes for an HR related

meeting. In this scenario, the Director or HR Manager may ask to review the meeting minutes

during the meeting prior to the meeting minutes being transcribed in an electronic format.

Needless to say, it would be extremely embarrassing if the meeting minutes contained

fragmented sentences, incorrect verb usage or even spelling errors. This has led me to realize that

I rely too heavily of tools such as spell check which are included on electronic communication /

processing platforms. While communication technology tools that aid written communication

can be beneficial, over relying on such tools can negatively impact ones written communication

skills.

Although it is possible to make an error in written communication such as a typo, it is

detrimental to be able to write and spell properly without the aid of a spell check tool.

Additionally, although I consider myself to be a good speller there are literally one or two words

which I have to think about when I am writing to ensure that I spell them correctly. As a result of

spell check when I type these particular words incorrectly I automatically use spell check to

correct the spelling as oppose to taking the time to type them out with the correct spelling. I

believe that communication technology tools were intended to improve/support written

 12
COMMUNICATION PLAN
communication. However, I believe in some instances if communication technology tool is not

properly used it can become a hindrance more than a help to electronic written communication.

Electronic written communication is one of the major components to communication. I will

therefore strive to improve my written communication competence places greater emphasis on

not over relying on communication technology tools. Therefore, I feel that this would enable me

to strengthen my overall written communications skills.

Improving Communication via Improving Knowledge on Up/Down/Lateral

Communication

There are various types of communication networks within the organization and this

knowledge can enable me to improve the way I communicate within organization. According to

Walker (2015) the formal communication networks of organizations are usually mirrored in the

organizational chart or the structure of the organization. Organizational charts typically provide

an overview of the organizations chains of command; all positions in the chart represent a

specific chain of command, and each chain represent a formal channel of communication for the

official organizational messages (Walker, 2015). There are three direct channels in which

messages can be communicated within the organization (Walker, 2015). These channels include

upward flow, downward flow, and horizontal or lateral flow (Walker, 2015). Therefore, having

an improved understanding of the formal networks of communication within the organization

can allow me to better communicate within the organization.

Downward Flow / Upward Flow of Communication

Downward flow communication occurs when organizational decisions are made at the

top of the organization and are then trickled down the organization to the employees who
 13
COMMUNICATION PLAN
actually carry out the tasks (Walker, 2015). The purpose of the information that flows downward

in the organization is to maintain the organizational culture as well as the profitability of the

organization (Walker, 2015). Upward flow communication tends to be less formalized in

comparison to downward flow communication (Walker, 2015). As a result of this it is important

for the organization to consistently reinforce the value that upward communication can bring to

the organization (Walker, 2015). In relation to upward flow communication; in many instances,

due to employees performing the core tasks within the organization they have a wealth of

knowledge and information (Walker, 2015). Consequently, the organizations management team

should have the ability to access to the feedback of employees in order to improve processes,

services, morale, productivity, decision making, as well as sustainability and productivity

(Walker 2015). As indicated by Walker (2015) both upward and downward flow of

communications are core channels of communication in formal networks of communication and

this knowledge can positively impact my ability to communicate within different organizational

communication networks.

Horizontal Flow of Communication

Horizontal communication flow refers to the flow of communication between and within

the organizations various departments (Walker, 2015). Horizontal communication is essential as

it enables various departments and employees to coordinate and share ideas and activities in an

effort to improve the quality of decision making and the productivity of the organization

(Walker, 2015). As reported by (Walker, 2015) the flow of communication within the

organization can be a reasonable indicator of the organizational culture. Generally speaking,

when the flow of communication takes a more downward approach the organization is normally

more formal and hierarchal (Walker, 2015). On the other hand, organizations that support
 14
COMMUNICATION PLAN
upward communication and opportunities for employees to provide feedback are less likely to

more egalitarian and less formal (Walker, 2015). Additionally, effective managers and leaders

should analyze the formal networks of communication within the organization in order to

identify potential gaps which may negatively impact the organization (Walker, 2015). Moreover,

at an individual level, analyzing and understanding the formal communication network within an

organization can enable employees to construct and strategize their individual communication

practices (Walker, 2015).

Personal Reflection on Up/Down/Lateral Communication

In my personal experience and observation from being employed in the local workforce

for over ten years, it appears that most organizations use a downward flow of information which

is also consistent with the organizational structure. In the past I have also seen mechanisms in

place such as internal blogs, intranets or similar where employees are able to provide feedback

and suggestions to improve the organization which is a form of upward communication. While I

have never personally been in a management role where I have been responsible for

communicating the companys strategic objectives, I can appreciate the importance of having

downward communications channels. I have however, been in positions where I have been

actively carrying out decisions that are made on a management level as a result if downward

communication channels. Improving my knowledge of the intricacies of formal communication

networks in relation to upward, downward, and lateral communication is beneficial to my career

development. As a result, I will strive to improve my communication in regards to

communicating in various formal communication networks.

Personal Reflection on Up/Down/Lateral Communication

 15
COMMUNICATION PLAN
As a good manager or leader, it is important for me to understand the formal

communication networks within the organization. This will allow me to determine which type of

communication flow would be most effective. It is also important for me as an employee to

understand the type of communication that is used within the organization I am employed with to

determine how to adjust my personal communication style accordingly. Furthermore, it is also

essential for me to understand what role I play and where I fall as an employee within the formal

communication network. With that said I feel that it is essential for organizations to find an

equitable balance to the organizations formal network communications in order to benefit from

each type of communication (upward, downward, lateral) respectively. Based on my personal

experience in formal communication networks as well as the knowledge I have obtained from

this course, I would rate myself at 8 of 10 in terms of downward, upward, horizontal flow

communication.

Improving Communication via Improving Intercultural Communication

According to Walker (2015) intercultural communication refers to communication that

occurs between people from varying cultural background. In addition, Walker (2015) states that

an individuals culture refers to a set of values, learned beliefs, symbols, rules, traditions, or

norms that are common to a particular group of people. According to Duggan (n.d.) it is

essential for business professionals to have skills in intercultural communication as they interact

and communication with individuals from all over the world. Additionally, the concept of

cultural intelligence can be beneficial in improving intercultural communication (Walker, 2015).

According to Walker (2015) there are three aspects of cultural intelligence which are applicable

to communicating in a diverse work environment. The three aspects of cultural intelligence

include cognitive knowledge, motivation as well as behavioral adaptability (Walker, 2015). As

 16
COMMUNICATION PLAN
mentioned by Walker (2015), cognitive knowledge refers to having a broad range of information

in relation to various groups of people and their cultural backgrounds. The motivation aspect

refers to a combination of a sense of healthy self-efficacy, determination, goals, integration as

well as value-questioning (Walker, 2015). The third aspect of cultural intelligence is behavioral

adaptability, which refers to the capability to effectively interact in diverse groups in a broad

range of situations and environments. Consequently, improving my knowledge of intercultural

communication and cultural intelligence can allow me to improve my intercultural

communication skills.

Strategies for Improving Intercultural Communication

In order to communicate effectively with persons from different cultural backgrounds I

feel that it is important to try to understand the culture of the person that is communicating. The

Cayman Islands has a very diverse workforce dynamic and thus it is very important for me to be

able to communicate effectively with individuals from diverse backgrounds. According to

Markoff (2011) workforce diversity in the Cayman Islands consist of a number of diversity

dimensions such as nationality and culture. Furthermore, there are approximately 110

nationalities represented in the Cayman Islands workforce (Markoff, 2011). Hence, having

competence in intercultural communication is a significant asset. Therefore, I will strive towards

improving my competence in intercultural communication. According to Duggan, (n.d.)

techniques to improve intercultural communication include active listening, paraphrasing, or

repeating what the other individual has said, to confirm understanding or to prevent

miscommunication (Duggan, n.d.). According to Walker (2015) active listening refers so

attentively listening to the person that is speaking, whilst rephrasing and paraphrasing to clarify

information and also providing appropriate feedback. Although, this may seem simple and
 17
COMMUNICATION PLAN
straight forward Duggan (n.d.) advises that it can be an effective approach for improving

intercultural communications. In order to improve my intercultural communication skills, I will

use the above-mentioned strategies such as active listening and paraphrasing to enhance my

intercultural communication skills.

Personal Reflection of Intercultural Communication

Throughout my career, I have worked with people from various diverse backgrounds and

cultures. I have experience in working with diverse individuals in both a client perspective and a

colleague perspective. I feel that I naturally have the ability to effectively communicate and

interact with people from different backgrounds. Improving my intercultural skills will be greatly

beneficial to my career development. I will continue to identify strategies that I can utilize to

improve my cultural intelligence and interpersonal communication competence. While I am

aware that differences in culture may present challenges and communication barriers, I always

my best to understand and assess the situation from the other individuals point of view.

Therefore, I feel that I have really good intercultural communication skills and hence I have rated

myself as a 9 out of 10 in terms of my intercultural communication competence.

Improving in Electronic Communications / Emerging Technology Communication

The purpose of my communication plan is to develop a strategic approach to mastering

my personal communication skills across the relevant communication mediums such as

electronic communications. Electronic communication mediums that I would like to effectively

communicate on are improve in include GoToMeetings, blogs, emails, e-portfolio, social media,

LinkedIn and Jings. As I endeavor to communicate effectively via electronic methods, it is also
 18
COMMUNICATION PLAN
my objective to remain current and informed and existing communications technology continues

to evolve and also as new communication technology comes available.

Improving Communication via Emerging Technologies / Virtual Team Communication

Recently Ive come to realize that emerging technologies has a significant impact and

will continue to have a huge impact on the way people communicate and share information both

professionally and personally. This realization has also enabled me to conceptualize that I should

embrace technology and use as an effective medium of communication. Also, since technology

will continue to impact the way people communicate I feel that is an area that I can capitalize on

and improve it. Improving my ability to communicative effectively using various technology and

online platforms can beneficial both professionally and personally. Typically, I am not a huge

fan of social media. I only own one social media account which I was required to set up as a part

of one of my college courses. However, I now realize that apart from personal use of social

media, being able to communicate effectively via technology and social media platforms is also

an asset for career development. This is supported by Segelin (2017) who advised that

organizations are interested in employing perspective employees who have experience in

managing social media. Additionally, Sagelin (2017) also stated that perspective employees

should also have an established online presence. Therefore, I will endeavor to improve my

communication competence in technology and online platforms by enhancing my knowledge of

online communicational platforms such as LinkedIn.

Furthermore, as indicated by Hodge and Schulz (2015) traditional forms of written

communications has been widely used and still continues to be used; however, individuals are

now communicating through various technology platforms such as e-mail, instant messaging,
 19
COMMUNICATION PLAN
social media platforms such as Twitter, Facebook, and LinkedIn, as well as wikis, blogs, and

other communication technology platform which have revolutionized communication in the new

digital age. Effective electronic written communication has never been more important than it is

today (Hodge & Schulz, 2015). Furthermore, Stevens (2005) also states that technology

increases the significant role of communication in the workplace. According to Segalin (2017) a

well-polished online profile can communicate volumes about prospective candidates. Segelin

(2017) states that having a good online presence enables the employer to review the creativity

and writing skills of prospective employees, prior to deciding if they want to meet the job

applicant. Hence, I rate my communication skills in emerging technologies as a 7 out of 10 and I

will continuously work towards improving my communication competency on existing and

emerging communication technology platforms.

Personal Reflection on Importance of Communications Technologies for Global

Organizations

Communications technologies is vital for communicating effectively and efficiently in

global organizations. According to Kazmeyer (n.d.), specifically, business communication has

significantly improved as a result of advances in technology such as the internet,

teleconferencing and wireless communications. As mentioned, I am currently employed at the

Department of Tourism. The Department of Tourisms head office is in Grand Cayman.

However, the department also has offices geographically dispersed in Cayman Brac, Miami,

New York, Toronto, and Canada. In my current position as an HR Officer at the Department of

Tourism I am required to communicate with employees and managers working in our overseas

offices. Presently, I typically communicate with employees in the overseas office via e-mail.

However, the department also utilizes an instant messaging communication platform as well.
 20
COMMUNICATION PLAN
Therefore, communications technology such as the internet plays a fundamental role in

communication in global organizations/virtual teams. However, communicating via email or

instant messaging can sometimes be very challenging. Especially, as it relates to the tone of the

communication and the fact that the there is no body language or facial expression to help the

receiver of the email interpret the message. As a result, it is essential for me to ensure that I

communicate effectively via e-mail. Furthermore, I also realize that the majority of my written

communication at work is via e-mail. Therefore, one of the goals that I have derived from my

personal management communication plan is to improve my electronic written communication.

Improving Communication via Improving Knowledge on Crisis Communication

According to Walker (2015) crisis communication is one of the most overlooked facets of

an organizations management strategy. Crisis communication warrants management in various

situations that impact an organizations relationship with its stakeholders, in particular those that

draw media attention (Walker, 2015). Further to this, the Benoits theory of image restoration is

in relation to crisis scenarios in which applicable audiences perceive that an organization is

responsible for committing an offensive act (Walker, 2015). Based on Benoits theory, there are

five ways in which organizations can respond to crisis communication which include; denying

responsibility, evading responsibility, reducing offensiveness of the act, taking corrective action,

or issuing an apology (Walker, 2015). The knowledge I have learned about Benoits theory has

allowed me to have an understanding of the various responses/approaches that organizations can

take in crisis communication.

Crisis Communication Strategies

 21
COMMUNICATION PLAN
There are three issues in which crisis management focuses, which include; the planning

and preparation of crisis events, the behavior of the organization during the crisis period, and

communicating with various stakeholders during the crisis period (Walker, 2015). While this

model divides communication about the crises from the planning and behavior stages, both

aspects are important to what information is communicated and how that information is

communicated (Walker, 2015). Walker (2015) reports that there are five steps to the crisis

management communication process which include; identifying the potential crises, evaluating

the impact of the crisis in relation to the event itself and the public perception, assigning

responsibility for executing the crisis management strategy, putting the plan in writing, and

rehearing and practicing the actions outlined in the plan. Moreover, there are various types of

disasters that organizations might encounter which can be categorized as abnormal or intentional

accidents, normal accidents or natural disasters (Walker, 2015). It is extremely beneficial to

improve my knowledge and understanding of the crisis communication management functions

such as crisis planning and the various categories of crisis that organizations may encounter.

Crisis Communication Strategies

As mentioned by Walker (2015) the communication objective of all crises management

strategies is dependent on the stage of the crisis. In situations where communication strategies

can start before a crisis actually occurs, the message should contain internalizing information in

an effort to create a positive public perception about the organization (Walker, 2015). However,

when it is apparent that a crisis is impending the crisis management strategy should shift to

advise the public how to respond to the crisis as opposed to internalizing the message (Walker,

2015). According to Walker (2015) instructional communication should strengthen during the

breakout stage so that the impacted audience knows how to respond to the crisis. Thereafter,
 22
COMMUNICATION PLAN
once the crisis has diminished, the communication strategy may shift towards information that

can help the effected audiences cope with the impacts of the crisis (Walker, 2015). Once the

crisis is over the organization can then move back to internalizing the communication strategy

(Walker, 2015). Furthermore, this information of the various stages of crisis communication is

also beneficial as I can apply this information to the crisis communication stages at my

organization.

Personal Reflection on Crisis Communication

The crisis management aspect of communication is fairly unfamiliar to me. This is

because I never been in a role where I have had to be directly responsible for a communication

strategy during a crisis. However, I have some very indirect knowledge of typical crisis

communication approaches which I have observed during my career. This aspect of

communication is typically handled by the organizations public relations team. However, with

that said I believe that it is important for all managers, and for that matter, all employees, to have

a basic understanding of the crisis management plan. This is because employees and managers

alike should play an active role in crisis planning and crisis management communication. All

employees of the organization should know how to respond to queries from the media during a

crisis. This information should be provided to employees and periodically reinforced via

organizational crisis management training.

Personal Reflection on Crisis Communication

I plan to improve my crisis management communication knowledge by inquiring with my

organization to find out if the department has an official crisis management communication plan.

Once I am aware of this information as an employee and HR Officer I will know how to respond
 23
COMMUNICATION PLAN
and what action should be taken during crisis. Walker (2015) mention that one of the types of

crisis communication is in relation to natural disasters. One type of natural disasters that may

affect the Cayman Islands is hurricanes and tropical storms. Although I have a basis

understanding of the crisis management plan in relation to hurricanes, I will inquire of more

details of the crisis management/communication plan in the event of a hurricane. For example, I

will inquire, what communication strategies are in place to inform and advise employees on what

action should be taken? The departments wider communication plan will also have an effect on

how the government/department informs tourist on relevant information. As I have limited

knowledge and experience in relation to crisis communication, I would rate my crisis

communication skills at 6 out of 10. Therefore, another goal that I have derived from this

personal management communication plan is to improve my knowledge the crisis management

communication plan at my current employer.

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

According to Lentz (2013) although grammar use is not the only determinant of the

quality of writing, it is viewed as a measure of intelligence and professionalism. Lenz (2013)

also goes on to say that poor writing is costly to employers and as a result it is reasonable for

employers to seek to hire employees with strong writing skills. Furthermore, Walker (2015)

reports that an individuals written communication can be evaluated based upon how accurately

it adheres to the conventions of communication including mechanics, sentence structure,

spelling, grammar, usage, and punctuation among other factors. In addition, when an individual

writing contains frequent or severe errors this can negatively impact the credibility and clarity of

the writing (Walker, 2015). Therefore, this aspect of my personal management communication

plan focuses on steps to improve the mechanics of my written communication.

 24
COMMUNICATION PLAN
According to Walker (2015) that one of best methods for ensuring proper written

communication is proofreading for mechanical correctness. Therefore, I will I review all written

communication to ensure that my writing is free of grammatical errors. Overall I feel that I have

strong writing skills. However, I am aware that there are certain areas that I can improve in.

There are literally thousands of free online resources that I could use to improve my written

communication skills. For example, there is online material such as tips for improving written

communication as it relates to punctuation, spelling, and sentence structure. Some of these

include free online communication and writing courses offered via Coursera.org and Alison.com.

As a part of my ongoing commitment to improving my communication skills and professional

development I will look into taking online courses to improve written communications. As an

illustration, Coursera. Org offers online courses such as Academic Writing or Advanced Writing,

which can help me to improve my writing skills. On a separate note, in relation to the mechanics

of communication such as spelling, subject-verb agreement, grammar, and punctuation I rate my

communication skills at 9 out of 10.

Improving Communication Skills Presentations and Public Speaking

One important aspect of communication skills that I will seek to improve on is my

presentation and speaking skills. In reading the course textbook Strategic Management

Communications for Leaders, I have come to realize that it is an essential resource that I could

utilize as I endeavor to continuously improve my communication skills. The book provides great

advice, tips, and solutions for improving communication is many areas. For example, (Walker,

2015) advises that it is important to simplify the message and identify a central theme to keep the

audience engaged and interested in the presentation. For the purpose of my personal

management communication plan one of the main areas that I am currently working towards
 25
COMMUNICATION PLAN
improving is my oral and presentation communication skills. Good speaking and presentation

skills are fundamental towards my career development. According to Walker (2015) when

delivering a presentation it is important to use appropriate body language and make eye contact

with the audience members. This information will allow me to improve my presentation/public

speaking skills and enable me to conduct stronger presentations.

Improving Presentation / Speaking Skills by Joining Professional Groups or Clubs

As mentioned, one of my goals is to improve my presentation and speaking skills. This

aspect of my personal management communication plan will outline strategies that I will use to

achieve this communication goal. One strategy that I will use to improve my presentation and

speaking skills is to join local professional groups or clubs. For example, I plan to join local

professional associations such as Toast and the Cayman Islands Society of Human Resource

Professionals. I feel that Toast Masters would be an excellent resource that can enable me to

improve my presentation and public speaking skills. Furthermore, I have also listened to podcast

on the Toast Masters International website where professional speakers have shared their advice

and experience in improving their communication and public speaking skills. I have found the

podcast to be an extremely beneficial resource in helping me to improve my own communication

skills. Furthermore, I plan to listen to at least one podcast per month to further improve my

presentation and public speaking skills. Additionally, I plan to become a member of the Cayman

Islands Society of Human Resource Professionals. The association has an annual HR conference

and also holds various meetings throughout the year on various HR topics. As a member I would

have the opportunity to attend and participate in the annual conference as well as various local

meetings on HR matters. This would enable me to improve my speaking skills and

communication skills in a group setting. It would also provide me with the opportunity to ask
 26
COMMUNICATION PLAN
questions and develop a greater sense of confidence in communicating is a professional group

setting.

Improving Communication Skills Presentations and Public Speaking

Presentation and public speaking skills are important skills for career development and

enhancement. I conducted a personal S.W.O.T. (strengths, weaknesses, opportunities, threats)

analysis as a requirement for my Management Communications course. One of the weaknesses

that I derived from my personal SWOT analysis is public speaking and or presentations. When I

am required to do presentation or public speaking I become extremely nervous, which I feel

effects the execution and delivery of my presentation. This is one of the main aspects of my

communication that I will endeavor to improve in. Public speaking and presentation skills are an

area of primary importance as it relates to communication skills for managers. I am currently not

typically required to give presentations in my current role. However, as I continue to advance in

my career up the career ladder this will be a skill that I will need to master. Additionally, I have

reviewed job advertisements and job descriptions for future career opportunities, which have

listed strong presentation skills as a required skill. In short, presentation and public speaking

skills are of primary importance for my future career prospects. As a result of this I will need to

continue to work on developing and enhancing my presentation and public speaking skills.

Improving Communication Skills Presentations and Public Speaking

According to Mind Tools (n.d.) good public speaking skills can help to enhance ones

reputation, improve self-confidence, enable career advancement and create new opportunities.

Mind Tools (n.d.) advises that although public speaking can be very intimidating the benefits of

being efficient at public speaking surpasses the preconceived fears. According to mind tools
 27
COMMUNICATION PLAN
(n.d.) the following strategies can be used by individuals to become an effective communicator at

public speaking: appropriate planning, practicing, engaging with the audience, paying attention

to ones body language, thinking positively, coping with ones nerves, and watching recordings

of ones speeches and presentations. Additionally, Walker (2015) advises that the presentation

stage is one of the most essential aspect in the delivery of a presentation. Additionally, it is also

important for the presenter to prepare accordingly by anticipating questions that may be asked by

the audience. As I continue to develop my public speaking skills I will use the above strategies to

improve my public speaking skills. These strategies will allow me become an effective

communicator in the arena of presentations and public speaking which will ultimately aid my

career development.

Improving Communication via Furthering Education

As mentioned, the objective of this personal management communication is to improve

my competency as a communicator in the business and work environment. I feel that furthering

my education by completing my MBA will significantly aid my communication skills and

professional development. Ultimately, this is the aspect of my personal communication plan that

I feel will have the most meaningful impact on my communication skills. My experiences in

communicating for academic purposes in various communication methods is continuing to

prepare me to better communicate in the business and work environment. My commitment to

furthering my education has significantly helped me to improve my communication skills across

all mediums. Furthering my tertiary education at the International College of the Cayman Islands

has greatly enabled me to improve my education. In this regard, my plan is to complete my MBA

at ICCI. Upon completion of my MBA I plan to pursue a master of science degree in human

resource management. I am confident that my plans for the pursuit of these educational
 28
COMMUNICATION PLAN
qualifications will enable me to achieve my master plan of improving my communication skills

and ultimately my professional development. My plan for using the pursuit of my degree as a

strategic tool to improve my communication is a reasonable approach as my academic

communication is multifaceted including oral communication, written communication,

presentations, virtual communication, and communication using emerging technologies.

Improving Communication via Furthering Education

My education is the greatest tool for effecting meaningful improvement in my

communication skills. This is due to the fact that most if not all of my academic assignments are

centered around communication and communicating effectively. For example, I am required to

conduct presentations for most of my courses. This allows me to develop confidence and

improve my presentation skills by practicing and giving presentations in a class room setting.

Additionally, the presentation and speaking skills that I develop via my academic experience are

skills that are transferable to my professional experience. Therefore, if I am required to do a

presentation at work the skills that I have learned and developed as a result of doing

presentations at school can enable me to improve my presentation skills in the work arena.

Improving Communication via Furthering Education

My plan is to use my academic pursuits as the main tool for improving my

communication skills. Over the past few months my academic assignments at ICCI has enabled

me to improve my communication in emerging technologies as well as my knowledge of such

electronic communication platforms thereof. As I continue to advance my education I will

continue to use it as a tool and opportunity for me to improve my communication skills in

electronic communication. My plan is to use my academic learnings as a tool to improve my

 29
COMMUNICATION PLAN
knowledge and competency in the area of emerging technology communications. As an example,

I will seek to improve in my knowledge and competence in communication technology platforms

such as GoToMeeting, Weebly, and Jing, among others. Therefore, furthering my education is an

effective and efficient strategy for improving my communication skills as my academic

communication is multifaced including various forms of communication including emerging

technology platforms, presentations, written communication, and oral communication.

Improving Communication Skills by analysis my communication related work duties

Communication is important for various types of jobs and careers; however, some types

of communication are more dominant in certain jobs than others. As a consequence of this

realization I have conducted an analysis my daily job duties and reviewed my job description to

determine what types of communication are most commonly used in my job. In analyzing my

daily work duties and my job description, I have realized that the main aspects of my

communication are verbal and then written communication. I spend a considerable amount of my

day verbally communicating with employees and managers. I also send a significant amount of

time communicating with employees, managers, and supervisors in written communication such

as emails. I also use written communication in preparing a number of reports. Most of my written

communication is used in preparing reports. Such as monthly TRS reports, shortlist reports, and

panel reports. During the recruitment process, I also communicate both verbally and orally with

applicants via email, in person, and on the phone. In doing this analysis I have realized that both

verbal and written communication is fundamental to every aspect of my job.

 30
COMMUNICATION PLAN
Conclusion

In conclusion, my personal management communication plan outlines the importance of

effective communications in the work environment. Furthermore, in developing a personal

management communication plan it has significantly enabled me to improve my overall

understanding and knowledge of various dimensions of communication. Additionally, the

various dimensions that were highlighted include written communication, oral communication,

nonverbal communication, and presentation and public speaking. Moreover, this plan also

outlined various strategies and tools which I can utilize to improve my communication skills

across various communication aspects. In addition, my personal management communication

also consisted our various approaches to improving my communication skills in relation to:

upward, downward, and lateral communication, intercultural communication, crisis

communication, emerging communication technologies, and the mechanics of communication

including spelling, grammar, subject-verb agreement, punctuation. Various strategies outline to

improve my communication skills include communication training and development,

communication pod casts and webinars, online communication resources for improving

communication skills, and continuing to furtherer education among various other strategies.

Therefore, this personal management communicative plan will enable me to significantly

enhance and improve my professional development and my communication skills across various

aspects of communication.
 31
COMMUNICATION PLAN

References

Bane, D. B. (2010). Effective Body Language for Organizational Success. IUP Journal Of Soft

Skills, 4(4), 17-26.

Duggan, T. Strategies for dealing with intercultural communication. Retrieved from

http://smallbusiness.chron.com/strategies-dealing-intercultural-communication-11875.html

Kazmeyer, M. Role of Technology in Business Communications. Retrieved from

http://smallbusiness.chron.com/role-technology-business-communication-55139.html

Lear, J. L., Hodge, K. A., & Schulz, S. A. (2015). TALK TO ME!! EFFECTIVE, EFFICIENT

COMMUNICATION. The Journal of Research in Business Education, 57(1), 64-77.

Retrieved from https://search-proquest-com.ezp-

01.lirn.net/docview/1862879835?accountid=158672

Lentz, P. (2013). MBA Students Workplace Writing: Implications for Business Writing

Pedagogy and Workplace Practice. Business Communication Quarterly, 76(4), 474-490.

doi:10.1177/1080569913507479

Markoff. A., (2011). Caymans diverse workforce. Retrieved from

https://www.caymancompass.com/2011/07/20/caymans-diverse-workforce/

Mind Tools Editorial Team. (n.d.). Better Public Speaking. Retrieved from

https://www.mindtools.com/CommSkll/PublicSpeaking.htm

Segalin, A. 5 Must have skills that recruiters look for in every candidate. Retrieved from

http://fortune.com/2017/02/18/job-recruiters-
 32
COMMUNICATION PLAN
candidates/?utm_medium=email&utm_campaign=botw_20170226&utm_source=blueshift&u

tm_content=botw_20170226_a&bsft_eid=428e8fae-f144-4233-a8c6-

0495d123e3e0&bsft_clkid=6c65ff8c-fb80-4ab9-a7e1-e4bbaf57bd29&bsft_uid=23dd9459-

ddd7-4ed8-9cd6-f747725f0f18&bsft_mid=2002545f-ce99-4d49-91d1-75f7fccb05dd

Walker, R. (2015). Strategic management communication: for leaders (3rd ed.). Stamford, CT:

Cengage.