Introduction to Workplace Communication

CHAPTER 1

What are we learning?

Workplace Communication: A Definition Communication Channels

Importance of Workplace Communication

Collaboration in the Workplace The Writing Process

* Points to Ponder *
Good communication is a key part of success in the workplace. Without communication skills we are unable to let others know what we think, feel, or want to accomplish.
We are unable to build partnerships, motivate others, or resolve conflict.

Part (a) Workplace Communication: A Definition

What is a workplace?
Dictionary definition - A place, such as an office or factory, where people are employed.

Communication in Workplace
Communication is defined as the imparting or exchanging of information and the sharing of ideas or feelings. It entails the process of creating meaning.

Acceptable communication differs from company to company, but many aspects are universal.

Communication Process
Noise Sender Message Hi, how are you? Recipient

Channel / Medium
Feedback Im fine, thank you.

How to Communicate Effectively?

Listen it makes other feel good. It also makes a deeper and more positive connection with others. Poor listening results in misunderstandings and miscommunications Ask yourself what your intention is before starting a project, going to a meeting, or speaking to someone.

Have Intention

Take a deep breath and remain positive when talking to people.

Speak Clearly
Being genuine can include speaking honestly, expressing excitement or sadness when you feel like it, and being friendly.

Be Genuine

Be open to what others are saying or offering. Be Receptive

Part (b) Communication Channels

Types of Communication
More organize Systematic

No specific flow Random

Communication Flow
Downward: communication that moves instructions and other directive information down or through a hierarchy. Upward: communication that provides feedback to the people who originate downward communication.

Lateral: communication that moves between peers to maintain or improve operational efficiency.
The Grapevine: fills in gaps in official communication and provides answers to unaddressed questions.

Formal Communication
President Instructions and Directives

Information

Downward

Upward

Managers

Managers

Workers

Workers

Workers

Workers

Efforts at coordination Lateral

Downward Communication
At each stage in the downward flow of communication, people in the organization receive information to help them do their jobs. And, at each stage the information become less abstract, more specific, and more detailed.

Downward Communication
And, as information moves downward in the workplace, it grows increasingly detailed.
President: Make a Budget report

Manager: Make a Budget report for the month to include the following

Worker: Make sure the report includes the exact amount and the qty.

Upward Communication
A second major flow of communication is upward, from employee to supervisor, supervisor to department head, department head to vice president, and so on. The final results or finding will become less detailed but more on the overall outcome or the big picture.

Upward Communication
Information becomes less detailed and more focused.
President: Declare companys performance.

Manager: Make a summary report for all data in graphs form or charts.

Worker: Financial report with exact number of profits / losses, assets values and all expenses.

Lateral Communication
Information that flows back and forth between peers, whether you're a front-line worker, a manager, or a member of the board of directors this is lateral communication. no superior/subordinate relationship exists here; it's strictly a case of two people with roughly equal amounts of power and prestige.

Informal Communication
Base of informal relation between two or more individuals Also known as grapevine.

Not planned and organized.

May be both official or personal. Based on friendship or acquaintance.

Informal Communication
Advantages: Faster speed Reacts quickly Multi dimensional Positive group making Free expression of ideas Supplement to formal channel Disadvantages: Half truth, rumors No documental proof No action can be taken May lead to internal dispute No authority line is maintained

Informal Communication
Channels:
Y K

E G
E F G F H J A K I

C H

I
B D J A X J B

D C B A Chain C B

I D

Probability C

Gossip

F A

Cluster

The Grapevine: Filling the Gaps

Channel that no one owns and no one controls more like gossips and busybodies. Despite its many faults it fills in gaps left behind by conventional and official communication.

Revolved around mouth-to-mouth communication

New technologies opened up all kinds of new opportunities for this type of communication.

Human traits continue to fuel this communication channel include our natural curiosity and our desire to influence the way others think and behave.

Formal vs Informal Communication

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Formal vs Informal Communication

Formal communication Follows the formal channel Executives are informed about the sender Quick reaction is not there Relation between the sender and receiver is far remote Informal communication Doesnt follow any formal channel The sender will be unknown Quick reaction will be expected Relation is more like friendly

Types of Channel
Information amount can be transmitted during communication episode

Types of Channel
Formal Company newsletters Employee handbooks Company magazines Formal meetings Letters Flyers and bulletins Memos Faxes All-employees mailings Informal Face-to-face discussions Telephone Voice messaging (voice mail) E-mail Instant messaging (chat)

10 Levels of Intimacy in todays communication

Appropriate?

Part (c) Importance of Workplace Communication

Why is Effective Communication Essential?

Communication: we are constantly bombarded by it. It may be in the form of spoken or written words, pictures, gestures, symbols and (for an interesting few) telepathic messages from a variety of intriguing sources. But in the workplace, effective communication is essential to our progress and well being.

Miscommunication?

Miscommunication?

Communication Style
Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way toward helping you to create good and lasting impressions on others By becoming more aware of how others perceive you, you can adapt more readily to their styles of communicating.

Communication Style
Aggressive Passive Assertive

Part (d) Collaboration in the Workplace

Why Collaborate?
Work too complex for one person Utilize broader range of skills and experience Can be faster and cheaper Generates buy-in Build camaraderie Robust solutions

How?
What does it look like? More than one working on same thing, i.e.: brainstorming More than one working sequentially, i.e.: phased work, relay race,

Effective Collaboration
The following five characteristics must be in place to have an effective team: Clarity on mission and purpose Clarity on roles and responsibilities Well understood and used processes
Task (what) Operating (how)

Good interpersonal relations Good inter-team relations

Final Thoughts
"Coming together is a beginning. Keeping together is progress. Working together is success." Henry Ford

Part (e) The Writing Process

An Overview
The process approach to writing has the following sequence:
Prewriting
Generate info Identify audience Choose channel Take time

Writing
Organize content Appropriate visual aids Format content

Rewriting
Revise draft Test for usability

Proof reading & correct errors

Prewriting
Objectives of prewriting are:
Examining purpose Determine Goal Consider Audience Action for audience to perform Channel Gather data

External motivation

persuade

Upward reporting

feedback

Single sourcing

Answering question

Internal motivation

instruct

Downward instruction

workshop

internet

Mind mapping

inform

Low tech / high tech

discussion

brainstorming

Build trust

outline

Story board

Flow chart

Writing
Write a draft so reader can follow the writing organize our thoughts in some logical, easy to follow sequence. Avoid unnecessary data or illogical arguments. Two important words: organization and formatting

Writing: Organization
Traditional methods of organization:

Space (spatial organization)

Chronology

Importance of Subject
comparison / contrast problem / solution

Writing: Formatting
Allowing your text to be followed and accessed with ease.
Appearance on page / screen Avoid too many words

Info is accessible

Break up monotonouslooking text

Highlight key points

Rewriting
Lets you perfect your writing.

To look over the draft to determine its usability and correctness by using correct techniques.
Usability Testing

Revision Techniques
Proof reading

Rewriting: Usability Testing

Focuses on the key factors:

Retrievability

Can the user find specific information quickly and easily? Can the user read and comprehend information quickly and easily? Is the information complete and correct?

Readability
Accuracy User Satisfaction

Does the document present information that is easy to learn and remember.

Rewriting: Revision Techniques

Ways to revise your text:

Add any missing details

Delete dead words and phrases Simplify complex words and phrases Ensure the most important ideas are emphasized Reformat for reader-friendly access

Enhance the tone and style of text

Correct errors to ensure accurate grammar and content

Rewriting: Proofreading
To make sure people understand the text that we are writing and get the content of it. It is also important as a checking process especially if it deals with facts and figures.

*HINT*