UNIT OF COMPUTENCY: LEAD WORK PLACE COMMUNICATION

DEPARTMENT: ACCOUNTING
LEVEL: 3 /ENTRY 2010
SUMMARY FOR LEARNING OUTCOME ONE (LO1)

WHAT IS COMMUNICATION?
 communication is the process of exchanging or sharing information, ideas,
thoughts, and emotions between two or more individuals or groups to reach a
common understanding.
 Communication is also about understanding your customers’ needs.
The components of a communication process
 A sender who encodes and sends the message, the channel through which the message is
sent
 A receiver who decodes the message, processes the information and sends an appropriate
reply via the same channel back to the sender.
COMMUNICATION IS A SIX STEP PROCESS
These are:-
A. The sender has an idea
B. The idea becomes a message
C. The message The sender is transmitted
D. The receiver gets the message
E. The receiver reacts to the message
F. The receiver sends feedback to the sender

1.1 Appropriate communication method is selected

As communications passes from the source to the receiver there is plenty of opportunity for its original
meaning to change or alter. E.g. noise.
The following are part of the communication process that minimize losing of original meaning of a text,
message/ information. These are:-

 listening,
 reasoning and
 feedback
CLASSFICATION OF COMMUNICATION
The process of communication can be broadly classified as:

 verbal communication,
 non-verbal communication and
 Visuals diagrams or pictures.
 Verbal

Verbal communication in the workplace can include: shift handovers, loudspeaker announcements,
telephone radio transmissions, and meetings, informal and formal discussions. It is further divided
into oral and written communication.

Oral communication refers to the spoken words in the communication process. It can either be face-
to-face or a conversation over the phone or on the voice chats over the Internet. Spoken conversations
or dialogs are influenced by voice modulation, pitch, volume and even the speed and clarity of speaking.

Written communication. It can be either via snail mail, or email. Apart from email there are many other
forms of written communication used in the workplace. These may include:

 letters and faxes

 forms, reports and memos
 minutes and agendas for meetings
 technical manuals
 workplace policies and procedures
 workplace signs
 whiteboards and pin-up boards for notices
 task instructions
1. Nonverbal
Non-verbal communication includes the overall body language of the person who is speaking, which will
include:
hand gestures,
 the overall body movements and
 facial the body posture,

Even expressions on a person's face say a lot about his/her mood. Also, gestures like a handshake, a
smile or a hug can independently convey emotions and do not need to be accompanied by words.
Nonverbal communication can also be in the form of pictorial representations, signboards, or even
photographs, sketches and paintings. Non vocal verbal communication involves written communication
as well as communication that are transmitted through sign language; finger Spelling, Braille, or other
similar alternatives to verbal l Communication Based on Style and Purpose
There are large numbers of communication methods that can be used within businesses. These methods
include;
 suggestion boxes,
 notice boards, telephone,
 newsletters,
 fax, email systems,
  intranets,
 team working
 formal discussions,
 Quality Circles,
 HRM interviews,
 break-time conversations, and
 off -the-cuff remarks
These methods can be subdivided into two broad groups:
• Formal Communication
• Informal Communication

1. Formal Communication
Formal communications are communication method which has their own set of characteristic features.
.Formal channels of communication are methods and forms of communication that are recognized and
approved by employers and employee representatives. The style of communication in this form is very
formal and official.
These formal channels include
regular staff meetings,
 quality Circles,
 staff appraisal interviews and
 normal line management-staff communication
Official conferences, meetings and written memos and corporate letters are used for this form of
communication. It can also occur between two strangers when they meet for the first time. H
Formal communication can be:-
I. lateral/horizontal,
II. vertically up-ward,
III. vertically downward and
IV. diagonal communication lines.

I. Vertically Downward Communication

This line of communication refers to communication that flows downward from
superiors/bosses/people at the top level of an organization to the subordinates/those holding the lower
level of an organization. It is important to transmit orders or instructions.

II. Vertically Upward Communication

It refers to communication that flows from the subordinates to superiors and used to report or informs
what really exists at the bottom level of organizations as the superiors are relatively far from the reality
found at the bottom.

III. Lateral/Horizontal Communication

Lateral/horizontal communication refers to communication that is conducted between peoples holding
the same positions/levels of an organization. It is very important to coordinate activities.

IV. Diagonal Communication

This line of communication is conducted among peoples holding different levels of an organization, but
who are not related with line functions. Therefore, diagonal communication is important to undertake
functional authority. At a basic minimum style formal channels, are relied upon to ensure that orders or
instructions are carried out. But this ignores the fact that formal channels can also be used for two way
information flow. Communication should be up as well as down the hierarchy.

The development of this two way path has been encouraged by those firms who are aware of the
importance of communication in motivation and in the role of grass roots workers in spotting and
solving problems as well as assisting companies remain market orientated. If this upward vertical
communication occurs, those that understand the problem can help solve the problem.

1. Informal Communication/Grapevine
As well as the formal methods of communication all businesses have informal communication networks
that are not controlled by senior management. Informal communication, which has their own set of
characteristic features: Includes:
 instances of free and unrestrained conversation between people who share a casual
rapport with each other.
 It requires two people to have a similar wavelength and hence occurs between friends
and family.
 it does not have any rigid rules and guidelines.
 the conversations need not necessarily have boundaries of time, place or even subjects
for such matter.

TYPES OF COMMUNICATION
One-to-one (face-to-face) communication

Advantages

 It provides immediate feedback and is the richest information medium because of the
many information channels available through voice, eye contact, posture, blush, and body
language.
 It is the appropriate medium for delegating tasks, coaching, disciplining, and instructing,
sharing information, answering questions, checking progress toward objectives, and
developing and maintaining interpersonal relations.
Telephone communication
Advantage
 It is the appropriate medium for quick exchanges of information and for monitoring
progress.
 it is especially useful for saving travel time
Disadvantage
 it is inappropriate for personal matters like discipline.
written communication
Advantages
 It provides documentation that the information has been provided/ presented
 Disadvantages

 Individually addressed written communications convey only the cues written on paper
and are slow to provide feedback, although they can be personalized.
 Written communications meant for a group of people are the lowest in richness, as they
are not focused on a single receiver, use limited information cues, and do not permit easy
feedback.
. Questions are used to gain extra information
Sometimes managers assign work to employees with little or no direction about what is expected or
how to complete the job. The results are frustration and incomplete or incorrectly completed jobs.
Check that your understanding of what is required is the same as that of the person giving instructions.
This means that you repeat and confirm any information that is being given to you. You can give the
person a summary of what you think they have told you so as to check you are both talking about the
same thing. You need to use good listening skills and ask questions
1.3 Correct sources of information are identified
More so than ever before, businesses all over the world are focusing on information as a key
resource. It is the life- line of every organization. Every business depends on information in order to
carry out its day to day activities and to ensure its future existence. Information dissemination
involves making information available to make decision.
A. Paper – Based Records
Information recorded on any form of paper is considered as a paper document or hard copy records.
They include business correspondences, such as letters, memorandums and reports.

B. Non – Paper Based Records

Information recorded in a digital form, such as computer disks, cassette tapes, and video cassettes.
Digital data are information recorded in a binary form. A computer cannot read data that humans are
capable of reading like letters, numbers until they are converted into appropriate coded formats –
binary code.

Elements of Record Management

Record management (record lifecycle), deals with the five phases of records life span which are
considered as elements of records management. These elements are:

1. Record Creation: The creation is the starting point of the life of a record. If performed effectively it
will prevent the creation of non-essential records that would otherwise subsequently need to be
manipulated, controlled, stored and disposed of. In addition, it enhances the usability and
usefulness of needed records.
2. Record Protection: The value attached to records is a basic factor in determining the type of
protection some records are to receive. Hence most vital records require special protection and
should be stored in fire-resistant safe vaults. If this protection is inadequate or unavailable, vital
records can be duplicated and copies of each should be stored in secure off- sight locations.
3. Record Retrieval: Record retrieval means getting filed records back from storage into use. Since the
motto of filling is “file to find”, efficient retrieval system save time of the personnel and that of the
users by providing the required (requested) records at the nick of time.
4. Record Retention: Retention period is the time during which records must be kept before they are
disposed off. It involves the survey of all existing records, the development of schedules for retaining
 records and the systematic transfer of records form active files to inactive storage or disposal of
those records no longer needed.
5. Record Disposal: Disposition refers to the ultimate fate of records. When records become inactive,
and when they are no longer needed for current operational purposes, the action taken regarding
them is known as disposition. The destruction of records that no longer serve a useful purpose is a
positive action for it frees office space and filing equipment for storage of currently used and active
records. Besides, destruction of unnecessary records avoids over crowdedness of the file folders.
management system.

1.3 Verbal and written reporting is undertaken when required

. A report can be defined as a communication in which the writer (or speaker if it is an oral report) gives
information to some individual or organization because it is his or her responsibility to do so. It report is
an account or statement describing an event, a situation, or evaluating an enterprise or a product that is
proposed to be manufactured. It is a formal document written on a subject, to convey information and
ideas. Sometimes it also makes recommendations.

Report outlines and describes what has happened frequently, both in qualitative and quantitative terms.
It is generally written or submitted periodically- every week, month or year- and includes many
statistical series containing data on employment, recruitment, accidents, benefits and services, transfers
,promotions, lay – off, etc. It also contains the observations comment of the person who is called up on
to make special significance in manpower management.

a. Purpose of a Report

Report is primarily a source of information to the management or individual to help in decision making.
It can be used also for offering a solution to business problem. Its purpose can be

 To give information about a company’s activities, plans and problems.

 To record events for future reference in decision making.
 To recommend a specific action.
 To justify and persuade readers about the need for action in controversial situations.
 To present facts to the management to help decide the direction the business should choose.
b. Varieties of Reports
Reports can just provide information, both provide information and analyze it, provide information and
analysis to support a recommendation. Reports can be called information reports if they collect data for
the reader, analytical reports if the interpret data but do not recommend action, and recommendation
report if they recommend action

c. Significance of Reports

Reports can be very important documents. In organization, they often provide the basis for important
decision; they are often the sole way that ides and proposals are communicated. If they do not
communicate effectively, then opportunities can be lost and gross errors can be made in business
decisions.

d. Steps in Preparing Reports

There are five basic steps in writing any report:

1) Define the problem

2) Gather the necessary date
and information
3) Analyze the information
4) Organize the information
5) Write the report
1.4 Communication skills are maintained in all situations
Communication skills is the ability that how information is perceived with alienating messages, an
expression of thoughts or feelings, expression of ourselves in putting your needs, to get our ideas across,
and to connect with the person to whom we are speaking. When a relationship is deteriorating, the act
of communicating can be as frustrating as climbing a hill of sand. This is depending on individuals
behaviors with respect to their communication skills that include Aggressive, Passive and Assertive
communication skill.

 Aggressive communication is perceived as forceful and hostile with alienating messages or

statements, blaming the other person and accusing them of being wrong or at fault. In
addition, the person’s tone of voice and facial expressions are unfriendly.
 Passive communication involves putting your needs last. Lack of expression your thoughts
or feelings, or ask for what you want. When you use passive communication it feels like
others are walking all over you because you don’t assert your own needs. So, you bottle
things up and might feel resentful.
 Assertive communication involves clearly expressing what you think, how you feel and what
you want, without demanding that you must have things your way. The basic underlying
assumption is ‘we both matter – let’s try to work this out’, increasing your likelihood of
getting what you want, avoiding conflict and maintaining good relationships (I win/you win).
When you are assertive you can:
 express your own thoughts, feelings and needs
 make reasonable requests of other people (while accepting their right to say ‘no’)
 stand up for your own rights
 say ‘no’ to requests from others at times, without fee ling guilty
Workplace Communication
There is a way to talk to your superiors, to your peers, and to your subordinates. This mode of
communication is known as workplace communication, and is typically formal and to the point.
Here, then, are some tips on workplace communication Skills.
1. Be courteous. A person should always be courteous while speaking to anyone in the
workplace. For example, one should not speak disparagingly with juniors, while speaking in
a laudatory way with seniors. Courteousness should be maintained in the workplace
regardless of rank.
2. Be precise. Workplace communication is born out of necessity and should be completed as
quickly as possible. Most of the time, it consists of delegating tasks and reporting results, and
so it is important that it is kept short.
3. Mind your language. Do not use slang terms while at work, as they may bring about
misunderstandings and they also look unprofessional. Business communication should be
crisp and clear, so that everyone understands what you’re saying.
4. Speak in a low volume. Speaking loudly may be disturbing to other people around you, and
so a low speaking volume should be maintained in the workplace.
5. Speak clearly. If you have a strong ethnic accent, for instance, then you should make sure
that you talk slowly so that the other person gets what you have to say that is important to
make sure that message across to the other person.
6. Know how to listen. Effective communication is a two-way thing. Just as it is important to
be a good talker, it is also important to be a good listener.
7. Maintain good posture and body language. Indeed, actions speak louder than words. The
body has a language of its own too, and in the workplace, the body ought to be courteous.