Chapter 1 - Intro to Workplace Communication

8/10/2019 Chapter 1 - Intro to Workplace Communication

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CHAPTER 1

Introduction to Workplace Communication
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p

What are we learning?

Workplace Communication: A Definition

Communication Channels

Importance of Workplace Communication

Collaboration in the Workplace

The Writing Process


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* 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.
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Part a)

Workplace

Communication:

A Definition
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What is a workplace?

Dictionary definition - A place, such as an office

or factory, where people are employed.
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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 areuniversal.


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Communication Process

Sender Recipient

Message

Feedback

Channel / Medium

Noise

Hi, how are you?

Im fine, thank you.


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How to Communicate Effectively?

Listen

it makes other feel good. It also makes a deeper and morepositive connection with others. Poor listening results inmisunderstandings and miscommunications

Have Intention

Ask yourself what your intention is before starting a project,going to a meeting, or speaking to someone.

Speak Clearly

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

Be Genuine

Being genuine can include speaking honestly, expressingexcitement or sadness when you feel like it, and being friendly.

Be Receptive

Be open to what others are saying or offering.


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Part b)

Communication

Channels


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Types of Communication

More organize Systematic

No specific flow Random


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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 andprovides answers to unaddressed questions.


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Formal Communication

Workers

President

Managers Managers

Workers Workers Workers

Information

Upward

InstructionsandDirectives

Downward

Efforts at coordination

Lateral


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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.


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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.


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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.


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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 allexpenses.


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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 directorsthis 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.


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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.


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The Grapevine: Filling the Gaps

Channel that no one owns and no one controlsmore

like gossips and busybodies.

Despite its many faultsit 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

channelinclude our natural curiosity and our desire to

influence the way others think and behave.


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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 ismaintained


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Channels:

Y

D

C

B

A

Chain

A

JB

D H I

K

F

GE

C

Gossip

A

F B D

J

H

CE

K

G I

X

Probability

A

C

D

F

J

IB

Cluster


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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


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Types of Channel

Information amount can be transmitted during communication episode


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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)


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10 Levels of

Intimacy in

todays

communication


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Appropriate?


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Part (c)

Importance of Workplace Communication


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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.


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Miscommunication?
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Miscommunication?


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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 andlasting impressions on others

By becoming more aware of how others

perceive you, you can adapt more readily totheir styles of communicating.


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Part (d)

Collaboration in the Workplace


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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


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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,


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Effective Collaboration

The following five characteristics mustbe 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


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Final Thoughts

"Coming together is a beginning.

Keeping together is progress.

Working together is success."

Henry Ford
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Part (e)

The Writing

Process
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An Overview

The process approach to writing has the following sequence:

Rewriting

Revise draft Test for usabilityProof reading & correct

errors

Writing

Organize content Appropriate visual aids Format content

Prewriting

Generate info Identify audience Choose channel Take time


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Prewriting

Objectives of prewriting are:

Examiningpurpose

Externalmotivation

Internalmotivation

ConsiderAudience

Upwardreporting

Downwardinstruction

Low tech /high tech

Action foraudience to

perform

feedback

workshop

discussion

Channel

Singlesourcing

internet

Gather data

Answeringquestion

Mind mapping

brainstorming

outline

Story board

Flow chart

persuade

instruct

inform

Build trust

Determine Goal


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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: organizationand

formatting


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Writing: Organization

Traditional methods of organization:

Space (spatial organization)

Chronology

Importance of Subject comparison / contrast

problem / solution


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Writing: Formatting

Allowing your text to be followed and accessed with ease.

Appearanceon page /

screen

Avoid toomanywords

Highlightkey points

Break upmonotonous-looking text

Info isaccessible


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Rewriting

Lets you perfect your writing.

To look over the draft to determine its usability and

correctness by using correct techniques.

Usability Testing

RevisionTechniques

Proof reading


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Rewriting: Usability Testing

Focuses on the key factors:

Can the user find specific informationquickly and easily?Retrievability

Can the user read and comprehendinformation quickly and easily?Readability

Is the information complete and correct?Accuracy

Does the document present informationthat is easy to learn and remember.

UserSatisfaction


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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


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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.
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*HINT*
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Chapter 1 - Intro to Workplace Communication

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