Communication in the Workplace PDF

# Chapter V ## COMMUNICATION IN THE WORKPLACE ### Intended Learning Objectives At the end of this unit, the student should be able to: 1. Define Communication and other terms; 2. Enumerate and explain the different types of communication. 3. Demonstrate understanding on the different ways to comm...

# Chapter V ## COMMUNICATION IN THE WORKPLACE ### Intended Learning Objectives At the end of this unit, the student should be able to: 1. Define Communication and other terms; 2. Enumerate and explain the different types of communication. 3. Demonstrate understanding on the different ways to communicate in the workplace; 4. Differentiate the upward, downward and lateral flow of communication. 5. Know the importance of good communication in the workplace. 6. Know the Qualities of Effective Business Letter. Communication serves as the foundation of every facet of a business. Effective communication is communication between two or more persons with the purpose of delivering, receiving, and understanding the message successfully. It is the process of information sharing between team members in a way that keeps in mind what you want to say, what you actually say, and what your audience interprets. ### The Seven C’s Of Effective Communication 1. Concrete. When your message that you want to convey is concrete - not liable to have fallen, your audience (team or clients) will have a clear picture of what you're trying to tell them. It will only be concrete when it has suitable data that backs it up. Your argument should be supported by factual material that includes data and figures, leaving no space for the audience to imagine the things. 2. Coherent. The whole point behind your message will be useless when you are not coherent. You need to have a good understanding of what goes where and what comes when. Coherent communication is logical. It is a well-planned, logical and sequential manner of communication. There should be a good connection with the main topic and the flow should be consistent. 3. Clarity The purpose of your message should be clear so that the reader doesn't head up scratching his/her head to understand what you mean. Be clear of what format do you want to say it in. Be clear about your goal or purpose. Your readers shouldn't have to make assumptions regarding what you're trying to say. For example, the sentences should be short, prefer the active voice and state it in separate bulleted points. 4. Commitment Commitment is a major part of _workplace communication skills_. It simply measures one's dedication and the degree to which one communicates surety in the argument. It convinces the prospects kindly. A well-committed message will leave a greater impact and increase your morale. 5. Consistency The choice of words matters when you are communicating at work. Your words shouldn't leave your team confused. You need to communicate your message in the least possible words, have the consistency of tone, voice, and content so that you can save time. There is no room for repetition. Try to use short sentences and short words. 6. Completeness Never leave your sentences incomplete. Each message must have a logical conclusion. People shouldn't be left wondering if there is more to come. Make sure you communicate completely that includes the need to be informed and take action. 7. Courteous Let's Keep it positive. Your argument should make the other person respectful. Try your best that in your communication you're honest, respectful, open and polite. Say it with proper care and it will be perfectly effective and important. Offensive words can put off people. ### Importance of Effective Team Communication in the Workplace When it comes to communication in the workplace, good communication is an integral element. * Take you a long way to _building effective teams_ * Let everyone have a voice to communicate freely. * Openly communicate ideas without the fear of outrage. * Good communication _increases employee engagement_ * Fosters a more productive and talented workforce. * Work satisfaction for always. * Eliminate misunderstandings, ambiguities, and questions * Builds a safe place for people to think creatively. ### Four (4) Types of Communication 1. Verbal communication: conversations, interviews, calls. Verbal communication is the most common _method of communication_ used by teams within organizations. It is a communication method in which the information is exchanged verbally. The individual behaving as the source transmits the information by speaking words or making patterns of sound, whereas the person at the receiving end needs to listen to the words or sound to get the information. There are several factors that decide the effectiveness of verbal communication, such as clarity of speech, tone, word selection, speech rate, etc. Additionally, listening skills also matter a lot in deciding the overall success of verbal communication. * Intrapersonal - conversations with ourselves * Interpersonal - one-on-one conversation * Small group - press conferences, board meetings, and team meeting * Public - presentation, public speeches. 2. Non-verbal communication: voice tone, facial expressions, postures. During non-verbal communication, information is transmitted using gestures, postures, and facial expressions. An individual can convey information using visual cues like body language, eye contact, etc. One important thing to notice about non-verbal communication is that it can also happen unintentionally. For instance, not looking at the person who is sharing an idea with you most likely means that you are either not interested or disagree with the idea. 3. Written communication: letters, memos, reports. Written communication is another communication method teams use to disseminate information in the form of words or symbols written usually on paper or similar materials. The individual who wants to communicate the message or information needs to write on a paper and the individual at the receiving end has to read the information in order to understand it. The best thing about written communication is that it provides a record of information that one can access and go through multiple times. Words are of paramount importance when opting for written information. Unlike verbal communication, the person at the receiving end cannot perceive the emotions of the individual drafting the message. Thus, the tone of writing and selection of words is crucial to ensure the reader gets the right information. 4. Visual communication: photographs, videos, films. Visual communication makes use of signs, drawings, illustrations, graphics, pictures, etc. to transmit information and messages. The choice of right visual elements can make it easier for individuals to interpret the information. Both verbal and written communication can make use of visual elements to make the information more understandable. The most common instance where visual communication is used alongside verbal and written communication is during _team meetings_. ### Tips for Effective Workplace or Team Communication 1. Give Your Whole Attention Offering a full focus by maintaining eye contact during conversations and meetings will contribute greatly to effective communication. Nod your head affirmatively while in a conversation to convey your focus visually. 2. _Get a Team Communication App_ Lack of communication can be a major buzzkill for numerous workplace failures. Team communication apps are getting quite popular today to make life easier and collaborate well. It is actually quite time-consuming for teams, clients, and managers to keep track of long email threads. This is where team collaboration app makes all the difference – helps users to work together on different activities and projects and breaks all barriers to effective communication. Every project needs an effective communication stream to reflect the progress of the project. The modern workplace is on its way to digital transformation. So, you need to invest on key systems and applications for productivity and communication. According to the needs of your project, _communication tools_ can be an effective way for the whole team to meet up. With task management software, you can make communication streamlined between your team members. They can exchange messages about the tasks and all relevant information can be shared in the same place. It prevents long email threads that has long been one of the communication approach. With an understanding, the technology is evolving to support you always. 3. Inform and Inspire More than just passing on the information be careful of explaining and clarifying your thoughts and ideas to have an effective one. Passing the information is just half the equation. Plan ahead what you want the audience to remember from the conversation. Do you want them to take any kind of action? The most effective communication will make your people take action. 4. Practice Active Listening Employees who listen well tend to work better. Listening is twice as important as talking and one big important part of effective communication skills in business. Listening should not be taken for granted. Do not just sit back, barely awake, letting the speakers words wash over you. The more you listen well, the better you receive the information. * Make eye contact with the speaker * Respond appropriately * No interruptions, please * Examine your body language 5. _Choose the Best Method of communication_ To communicate well means to understand and be understood. Knowing the right methods of communications is as important as having effective communication skills. * Visual communication via charts, maps, images, and graphs * Verbal communication through face to face, by phone and other media * Non-verbal communication through body language, eye contact, gestures * Written communication through letters, e-mails, books, magazines, and the internet. 6. Don’t Beat Around the Bush Keeping in mind the importance of communication at the workplace, the next big thing is clear, concise communication. Whether you’re into a verbal communication or non-verbal communication, do not get into a long speech to get your point across. You do want to respect everyone’s time, so be brief, to the point, and balance brevity with a human touch. 7. Personal Skills Interpersonal communication skills will do well to both your professional and personal life. You will need it every day in your life. It includes skills related to _emotional intelligence_ or being able to understand your own and others’ emotions. For example, high self-esteem and confidence can help you have more positivity about yourself and what you can do, including communication. 8. Confident, Persuasive, and Patient There is a difference between being able to communicate and to communicate effectively. Along with the above tips, having just a little of patience, confidence and persuasiveness can help you communicate your information more effectively. Confidence means to take care of what your body language is. Your own sense of self-worth will make you feel effective, rather than helpless. * Smile * Keep your arms uncrossed * Maintain an erect posture * Maintain eye contact * Keep your devices away 9. Use Time Wisely Utilizing coffee breaks can keep team building spirit strong and giving everyone an opportunity to get to know each other better. Team bonding is a better way to improve communication channels. A coffee break is an ideal opportunity for informal meetings and discussions. It encourages healthy communications amongst colleagues and also promotes the exchange of ideas. Let your team members have coffee breaks at the same time to create an ideal environment for team members to relax and discuss issues. And this art of conversation will often encourage the team to discuss work as well. Thus coffee will not only act as an energy booster through the day but also promote productivity with relaxed conversations. 10. Conduct Team Building Activities. _Team building activities_ have a great impact on productivity and overall _teamwork of your team_. It can help your people to communicate better, and also help them to build good relationships with one another. Create structure opportunities for your employees to collaborate through activities like team lunch, ice breaker games in meetings, group meetings, fitness sessions, puzzle solving games or any outdoor activity. You can schedule these activities at the end of the month or weekly to get your team together in the room. 11. Show Appreciation Tell your employees, coworkers and colleagues about how much you care and respect them. Showing appreciation is an _effective way to deal with low employee morale_ and to make your team members feel like they matter. This a method to promote communication in a team. Given a token of appreciation to your team members by congratulating them for great ideas, thanking a team member for finish a task and express gratitude even for small acts. 12. Encourage Two-Way Feedback In order to have smooth work environment, it is important to have two way communications. In workplace, feedback is important to generate results, where the main objective is to strengthen progress towards company goals. A common mistake that leaders make when offering feedback is turning into one way dialogue (feedback). They give no opportunity to employees to present their own comments and concerns. Encouraging two-way feedback is a sign of good communication in workplace that will give your team a chance to self-evaluate. Give detailed feedback to increase team communication and to coach your team members. You can keep a written record of feedback via your task management system which can help increase the overall communication and productivity. 13. Having One-on-One Interactions Successful teams are made of team members who are purposeful in their interactions. One on one interaction is important with every individual you hire to make sure _employee engagement_ doesn't fall short in your workplace. During these interactions, set your expectations and needs. Tell them about what your project demands, what are the norms of your company for employees and give them adequate preparation time to maximize their potential. When having one-on-one interactions, make sure you know when to listen to what your employees have to say. The leaders need to put their best foot forward for their new hiring to get to the bottom of things. 14. Effective Communication Skills Growing better communication habits for the future means practicing effective communication skills and being a powerful communicator. But what are the examples of effective communication? Well, here are 3 communication skills you should work on: 1. Be aware of your body: * Crossed or folded arms - Defensiveness * Hands held behind the body - Confidence * Mending clothes, accessories, watch - Nervousness * Clenched fists - Anger or anxiety * Squeezing hands - Self-soothing 2. Active listening - That means being completely present of what the speaker is trying to impart. 3. Delivering with confidence - You need to develop a strong delivery by being patient, kind to yourself, and slowing down. 4. Keep it Positive. ### Benefits of Effective Communication in the Workplace 1. Less Misunderstanding Clarify how each employee contributes for achieving company goals without overlooking important information. 2. Healthy Workplace Culture Develops good working relationships with employees through fair communication so they trust management. 3. Non-Threatening Environment Tap into employee opinions as they share their thoughts, feelings and ideas conveniently. 4. Solve Conflicts Easily An easy way to address issues behind any conflict and turn it into something creative. 5. Team Spirit Promote the desire to work towards a common goal for a smooth work environment. 6. Increase Self-Esteem People will feel better about them socially to know their message is delivered as expected. 7. Clear Direction Employees will know exactly what is expected from each of them and what steps need to be taken. 8. Stronger Teamwork Builds rapport and trust as a team will work well through good communication. 9. Higher Employee Job Satisfaction Leads to fulfill employees who do not only deliver their best but also stick around for long. 10. Business Success Business gains insights through reduced turnover rates as happy employees equal a successful business. ### Ways to Communicate There are many forms of communication. These are: 1. Informal talk or _grapevine_ communication. This is the most fundamental form of communication usually adopted by an informal organization. 2. Memoranda 3. Letters 4. Reports 5. Meetings 6. Bulletin Board Notices 7. Exhibits and Displays 8. Visual Aids ### Memorandum A Memorandum is a written message or information from one person or department to another in the same business. It is a document that stays inside the company. It is less formal than a letter. A memorandum is often abbreviated as a memo. Effective memo clearly states the objectives. ### Purpose of Memorandum: 1. To inform 2. To inquire 3. To give suggestions 4. To remind 5. To report 6. To instruct ### Advantages of Memos Using memos has a number of advantages. Memos are: * Memorandum is quick. * It is a convenient means of communication. * It is inexpensive. Memos are used within an organization so one can use low-quality paper. * It helps in maintaining written records. ### Parts of Memorandum There are mainly five parts of a memorandum. They are: 1. Heading Segment - The heading segment of a memo has four basic sections. * TO: Reader's names and job titles * FROM: sender’s name and job title * DATE: Complete date * SUBJECT: Reason for writing a memo 2. Opening Segment. In this segment, one can find the purpose of the memo. The opening paragraph includes the reason or the motive of writing a memo. It gives a brief overview of the memo. 3. Context. It is the event or circumstance of the problem the writer is solving. One should clearly mention the context. 4. Task Segment. It is the segment one must include to mention the steps for solving the problem. One must only include the needed information. Do proper planning before writing a memo. 5. Summary Segment. If a memo is more than a page, one must include a separate summary segment. It is not necessary for a short memo. It helps the reader to understand the main idea of the memo. Also, it helps to take the required steps. 6. Discussion Segment. It is the longest part of a memo. It includes all the details supporting the ideas. Remember to start with general information and then go for more specific one. It includes supporting ideas, facts, and research. 7. Closing Segment. Always end your memo with courteous words. Make sure you make the completion of the task in an efficient and easy way. Try to lure the reader to make the positive action. 8. Necessary Attachments. One can also attach lists, graphs, tables etc. at the end of a memo. Make a reference for your attachments and add a notation for them. ### Important Points to Remember: * Always use a clear and specific subject line. * Do not waste the reader’s time by using lengthy memos. Be clear and concise. * Use the active voice. * Use the first person. * Be formal. * Avoids slangs and friendly words. * One should use a careful and logical arrangement of information. * Keep the paragraphs short. * One can use enumerations for the paragraphs. * One can use solid capitals and center indentation for important details. * Use of bullets to make points. * Always end the memo in courteous words. * Use text fonts and color to attract attention. * Avoid rude and thoughtless memos. * It does not need a complimentary close or a signature. * Proofread the content before sending. ### Communication Flows In an office, internal communication flows take three main paths: (1) downward, (2) upward, and (3) lateral. The first is observed when the office manager or supervisor gives instruction, advice or direction to employees. The user of this type of communication enjoys a certain degree of authority over the receiver, as the office manager over the stenographer, the accountant over the bookkeeper or clerk, the secretary over the typist, etc. This type of communication usually emanates from management to operative employees. Persons in downward level of an organization have a number of communication needs, one of which is instruction regarding their work. The second communication flow is the _upward type_. This is known as _communicating with the boss_. The subordinate employees are invited directly to the boss for whatever problems in the office they may have. Upward communication should be coursed through channels although one setback of this method is that the message being communicated, whether it be a grievance, complaint (suggestions, when they are part of management policy) may reach the office manager already in distorted or diluted form. The third is the _horizontal or lateral type_, that is, when employees formally or informally may take up certain matters with fellow-employees like compensation, vacation, promotion, etc. This type of communication is doubtless effective in small organization. Individuals working at the same level must communicate horizontally in their daily work. Such communication is usually in the form of a face-to-face contact or by telephone. ### Role of Communication: 1. To inform 2. To persuade or convince 3. To understand, that is, through listening 4. To instruct as in the giving of orders by superiors to their subordinates, and 5. To stimulate action. ### Qualities of Effective Business Letter For communication to be effective, it must fulfill the following requisites: 1. **Clarity**. A good letter should show its ideas directly and clearly. Each sentence should be simple. The reader should have no difficulty in understanding what the writer means to say. When the reader gets the same meaning from the-message as what the sender intended, it is a good letter. 2. **Conciseness**. Unnecessary details should be avoided. A letter should be simple and brief. 3. **Completeness**. All the essential points a reader is expected to know. The letter should contain all the essential points a reader is expected to know. If it gives only partial information, it is not a complete letter. 4. **Correctness**. The correctness demands no error at all in grammar, idiom, spelling, and punctuation. Besides, the information given in the letter must be accurate; otherwise it will shake the confidence of the reader. The message should not be transmitted unless the sender is sure of its correctness. 5. **Courtesy**. Courtesy means politeness. It creates goodwill and produces a favorable response. It softens the sting of an unpleasant piece of information, creates goodwill and produces a favorable response. Goodwill is a great asset for an organization and courtesy in correspondence is one of the most natural and economical means of building it. 6. **Cheerfulness**. There should be no negative approach in a letter. It must begin with a positive and optimistic note. The approach should be friendly and convincing. 7. **Promptness**. Promptness in replying a letter is absolutely necessary. The general practice is to reply a letter the same day it is received. When it is known that a reply to a letter requires time it is necessary to acknowledge the letter received and intimate the probable time required sending full reply.