PREP.

BY MR NETTLE

Workplace Communication Skills

Introduction In workplace communications, with friends, strangers, etc. there are unwritten rules that are followed when speaking English. These unwritten rules are often referred to as "register use" or workplace communication skills when referring to employment. Good workplace communication skills use can help you communicate effectively. Incorrect workplace communication can cause problems at work, cause people to ignore you, or, at best, send the wrong message. Of course, correct workplace communication is very difficult for many learners of English. This feature focuses on different situations and the correct type of register use in various situations. To begin with, let s look at some e!ample conversations. Some examples of correct register use: (Wife to Husband) " #i honey, how was your day$ " Great. %e got a lot done. &nd yours$ " 'ine, but stressful. (ass me that maga)ine, please. " #ere you go.

(Friend to Friend) " " " " #i *harlie, can you give me a hand$ +ure (eter. %hat s up$ I can t get this to work. %hy don t you try to use a screwdriver$

(Subordinate to Superior - for workplace communications) " Good ,orning, ,r. -ones, may I ask you a .uestion$ " *ertainly, how can I help you$

(Superior to Subordinate - for workplace communications) " E!cuse me (eter, we seem to be having a problem with the +mith account. %e d better get together to discuss the situation. " That s a good idea ,s &mons, would / o clock suit you$

(Man Speaking to Stranger) " (ardon me. 0o you think you could give me the time$ " *ertainly, it s twelve thirty. " Thank you. " 1ot at all.

1otice how the language used becomes more formal as the relationship becomes less personal. In the first relationship, a married couple, the wife uses the imperative form which would be inappropriate with a superior in for workplace communications. In the last conversation, the man asks using an indirect .uestion as a means of making his .uestion more polite. Some examples of incorrect register use: (Wife to Husband) " #ello, how are you today$ " I m fine. %ould you mind passing me the bread$ " *ertainly. %ould you like some butter with your bread$ " 2es, please. Thank you very much.

(Friend to Friend) " " " " #ello ,r. -ones. ,ay I ask you a .uestion$ *ertainly. #ow many I help you$ 0o you think you could help me with this$ I d be happy to help you.

(Subordinate to Superior - for workplace communications)

" Good ,orning, 'rank. I need a raise. " 0o you really$ %ell, forget about it3

(Superior to Subordinate - for workplace communications) " " #ey -ack, what are you doing$3 Get to work3 " #ey, I ll take as much time as I need.

(Man Speaking to Stranger) " 2ou3 Tell me where supermarket is. " There.

In these e!amples, the formal language used for the married couple and friends is much too e!aggerated for daily discourse. The e!amples of for workplace communications, and of the man speaking to a stranger, show that the direct language often used with friends or family, is too impolite for these types of for workplace communication. Of course, correct for workplace communication and register use also depends on the situation and the tone of voice you use. #owever, in order to communicate well in English, it is important to master the basics of correct for workplace communications and register use. The following pages will give you a chance to improve and practice your recognition of for workplace communications and register use in various situations. Test yourself to see how well you understand correct register usage in these following workplace situations. *hoose the appropriate relationship for these phrases from the choices listed below. Once you have finished, continue down the page for the answers and comments on the correct choices for each .uestion.

*olleagues +taff to ,anagement ,anagement to +taff Inappropriate for the %orkplace

" I m afraid we re having some problems with your performance. I would like to see you in my office this afternoon. " %hat did you do last weekend$ " #ey, get over here now3 " E!cuse me, do you think it would be possible for me to go home early this afternoon$ I have a doctor s appointment. " %ell, we went to this wonderful restaurant in 2elm. The food was e!cellent and the prices were reasonable. " 4isten, I m going home early, so I can t finish the pro5ect until tomorrow.

" E!cuse me 6ob, would you mind lending me 789 for lunch. I m short today. " Give me five bucks for lunch. I forgot to go to the bank. " 2ou are an e!tremely handsome young man, I m sure you ll do well at our company. " E!cuse me ,s 6rown, could you help me with this report for a moment$ ANSWERS I m afraid we re having some problems with your performance. I would like to see you in my office this afternoon. ANSWER: Management to Staff %hat did you do last weekend$ ANSWER: Colleagues #ey, get over here now3 ANSWER: Inappropriate for the Workplace E!cuse me, do you think it would be possible for me to go home early this afternoon$ I have a doctor s appointment. ANSWER: Staff to Management %ell, we went to this wonderful restaurant in 2elm. The food was e!cellent and the prices were reasonable. ANSWER: Colleagues 4isten, I m going home early, so I can t finish the pro5ect until tomorrow. ANSWER: Inappropriate for the Workplace E!cuse me 6ob, would you mind lending me 789 for lunch. I m short today. ANSWER: Colleagues Give me five bucks for lunch. I forgot to go to the bank. ANSWER: Inappropriate for the Workplace 2ou are an e!tremely handsome young man, I m sure you ll do well at our company. ANSWER: Inappropriate for the Workplace

E!cuse me ,s 6rown, could you help me with this report for a moment$ ANSWER: Management to Staff Comments If you were confused by some of the answers, here are some short comments that should help you understand:

Management to Staff " In this sentence management, although unhappy, is still polite when asking an employee to come in for a criti.ue. Colleagues " This simple .uestion is informal and conversational and therefore appropriate among colleagues. Inappropriate " This is the imperative form and is therefore inappropriate for the workplace. ;emember that the imperative form is often considered rude. Staff to Management " 1otice the polite form used when speaking to a superior at work. The indirect .uestion form is used to make the .uestion e!tremely polite. Colleagues " This is a statement from a discussion about a non"work related topic among colleagues. The tone is informal and informative. Inappropriate " #ere an employee is announcing his < her plan to management without asking. 1ot a very good idea in the workplace3 Colleagues " In this statement a colleague politely asks another colleague for a loan. Inappropriate " %hen asking for a loan never use the imperative form3 Inappropriate " The person making this statement would be considered guilty of se!ual harassment in the =nited +tates. Management to Staff " This is a polite re.uest.

*hoose the best statement based on the situation. Once you have chosen your answers, continue down the page to see the correct answers. Company director to employee

#ey, get over here. ,s. 6rown, could you come here for a moment$ -ane, I need to talk to you.

One colleague to anot er

E!cuse me, do you think you could possibly give me a hand$ E!cuse me, could you give me a hand$ Give me a hand.

Stranger to a man in t e street

*ould you tell me the time, please$ The time, please. #ello there, how are you$

Waiter to customer

%hat do you want$ %hat would you like today$ 0o you think you could possibly tell me what you would like to eat today$

!mployee to department manager

,r. 6rown, could I have a word with you this afternoon$ 'rank, I need to talk to you. ,r. 6rown, do you think it would be possible for me to speak with you this afternoon$

Husband to wife

#ow do you do$ %hat s up$ E!cuse me dear, I was wondering how you were feeling.

"eac er to student

0o e!ercise 8, now3 (lease do e!ercise 8. %ould you mind doing e!ercise 8$

#rot er to sister

#urry up3 (ardon me, can you please get ready$ +hall we go my dear$

Company director to employee

,s +mith, you look fantastic today3 -ane, you are a knock out3 #ow are you today ,s +mith$

Customer to receptionist

Give me my bill. The bill, please I was wondering if I could trouble you for the bill.

ANSWERS Company director to employee

#ey, get over here. ,s. 6rown, could you come here for a moment$ -ane, I need to talk to you.

&1+%E;: ,s. 6rown, could you come here for a moment$ One colleague to another

E!cuse me, do you think you could possibly give me a hand$ E!cuse me, could you give me a hand$ Give me a hand.

&1+%E;: E!cuse me, could you give me a hand$ Stranger to a man in the street

*ould you tell me the time, please$ The time, please. #ello there, how are you$

&1+%E;: *ould you tell me the time, please$ Waiter to customer

%hat do you want$ %hat would you like today$ 0o you think you could possibly tell me what you would like to eat today$

&1+%E;: %hat would you like today$ Employee to department manager

,r. 6rown, could I have a word with you this afternoon$ 'rank, I need to talk to you. ,r. 6rown, do you think it would be possible for me to speak with you this afternoon$

&1+%E;: ,r. 6rown, could I have a word with you this afternoon$ Husband to wife

#ow do you do$ %hat s up$ E!cuse me dear, I was wondering how you were feeling.

&1+%E;: %hat s up$ Teacher to student

0o e!ercise 8, now3 (lease do e!ercise 8. %ould you mind doing e!ercise 8$

&1+%E;: (lease do e!ercise 8.

Brother to sister #urry up3 (ardon me, can you please get ready$ +hall we go my dear$ &1+%E;: #urry up3 Company director to employee

,s +mith, you look fantastic today3 -ane, you are a knock out3 #ow are you today ,s +mith$

&1+%E;: #ow are you today ,s +mith$ Customer to receptionist

Give me my bill. The bill, please I was wondering if I could trouble you for the bill.

&1+%E;: The bill, please