NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

1
2016/2017 II

INTRODUCTION
TO
COMMUNICATIO
N SKILLS

NBWU 2082
WORKPLACE COMMUNICATION SKILLS
 INTRODUCTION
2

Why is communication important?

Can people be successful at work if they
are only proficient and skillful in their
technical areas of expertise?
How can professionals today
communicate successfully?

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
3

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 INTRODUCTION
4

In a survey conducted by Jobstreet.com

in Malaysia (2005) as to why managers
did not hire some fresh graduates the
top reason stated was poor
communication skills in the English
Language.
Among the seven Generic Student
Attributes (GSA), that the Ministry of
Higher Education in Malaysia has made
compulsory for all undergraduates in
public universities to2016/2017 fulfillII is
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
 INTRODUCTION
5

All of us agree that communication is

interactive and dynamic process.
Communication involves the sharing of
thoughts, feelings, beliefs and
knowledge.
Communication is unavoidable.
Even a quiet person is communicating
something.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 TYPES OF COMMUNICATION
6

A communication model is a simplified representation of the key

elements involved in communication process.
Most books on communication processes have identified seven
key elements:
1. Source source of the communication
2. Message verbal / non-verbal message
3. Channel method used to deliver the message
4. Receiver the receiver in the communication process
5. Feedback receivers response to the senders message
6. Context - physical context (place where the communication took
place) or social context (relationship between sender an
receiver)
7. Noise or interference factor which interferes with the exchange
of message.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
 Example
7

Messag Feedbac
e k
(verbal
) Chann Conte
el xt
(office
)
Noise (eg:
Message (non- coffee
verbal) machine)

Sourc
Receiv
e
er

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 COMMUNICATION MODELS
8

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 COMMUNICATION MODELS
9

Questions Answers
How can the SENDER Verbally or nonverbally. By
encode the message? speaking, writing, gesturing.
What kinds of CHANNELS Letters, e-mail, Whatsapp,
carry messages? memos, TV, telephone, voice,
body. Others?
How does a RECEIVER Hearing, reading, observing
decode a message?
When is communication When a message is
successful? understood as the sender
intended it to be.
How can a communicator Ask questions, check
provide for FEEDBACK? reactions, dont dominate the
exchange.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
 BARRIERS TO EFFECTIVE
COMMUNICATION
10

Barriers are noise or any factors that can

interfere with the exchange of message.
Five (5) categories of barriers
1. Semantic
2. Cultural
3. Physical
4. Physiological
5. Physchological

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 SEMANTIC BARRIERS
11

Semantic deals with the meanings

associated with words and symbols.
A word can have different meanings to
different people.
Thus, the choice of words one uses could
easily cause misunderstanding in a
communication

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 SEMANTIC BARRIERS
12

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 CULTURAL BARRIERS
13

Every culture practices its own rules on what is

deemed normal.
Thus, behaviours which affects verbal and non-
verbal communication can vary among
different cultures.
For example; making eye contact during a
conversation, how closely one sits during a
group discussion or even how loudly or softly
one speaks can all cause misunderstanding
while communicating with people from different
cultures.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
 CULTURAL BARRIERS
14

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 PHYSICAL BARRIERS
15

These are barriers which are noticeable

during communication process.
For example; a noisy room where it is
difficult to hear what is being said, a
meeting room that is either too hot or
cold which affects participants
concentration or a speakers handphone
which rings loudly in the middle of a talk.
All of these can interfere with and
disrupt a successful communication
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
 PHYSIOLOGICAL BARRIERS
16

These deal with an individuals personal

circumstances and the sate or his or her
fitness
For example; misunderstandings and
interference can occur during a
conversation because of an individuals
disability, such as poor eyesight, loss of
hearing and illness.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 PSYCHOLOGICAL BARRIERS
17

These barriers are usually caused by

emotions and perceptions of individuals.
For example; fear in a person interferes
with the persons ability to listen to
details during a briefing, or an
employees defensive attitude during a
performance appraisal session results in
misunderstanding with the manager.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 PSYCHOLOGICAL BARRIERS
18

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 COMMUNICATION
19
NETWORKS
COMMUNICATION NETWORKS

INFORMAL
FORMAL

HORIZONTAL -Established
DOWNWARD UPWARD COMMUNICATIO DIAGONAL friendship,
COMMUNICATIO COMMUNICATIO N Members of COMMUNICATIO personal
N Superiors N Where the same level N Where interests and
communicate subordinates in the communication proximity
with communicate organisationsal happens in all among fellow
subordinates with superiors chart directions colleagues
communicate

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 ETHICAL COMMUNICATION
20

Guffey (2004) presented five guidelines

which assist professionals to
communicate ethically
1. Be truthful
2. Emphasise the difference between
opinions and facts
3. Avoid being bias

4. Communicate in an easily understood

manner
5. Give appropriate and proper credit where
necessary
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
 VERBAL COMMUNICATION
21

Refers to spoken communication, i.e.

information which we present orally in
the form of spoken sentences.
Good verbal communication refers to
information which not only presented
orally, but also organised efficiently and
logically.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 NON-VERBAL
22
COMMUNICATION
Three elements of non-verbal
communication
1. Visuals
What you wear, how you stand (posture) eye
contact, facial expressions.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 NON-VERBAL
23
COMMUNICATION
2. Verbal
Pronunciation and enunciation

3. Vocal
Speak loudly enough to be audible to the
audience
Speak sincerely and enthusiastically.
Avoid speech disfluencies such as, erm,
lah, er.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II
 REFERENCES
24

Guffey, M.E. (2004). Essentials of

Business Communication, 5th edn,
Boston: Wadsworth Cengage Learning.
Sumathi Renganathan, Zulqarnain Abu
Bakar, Chong Su Li et al (2011).
Introducing Professional Communication
Skills for Undergraduates. Selangor:
Oxford Fajar Sdn Bhd.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

2016/2017 II