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WORK PLACE COMMUNICATIONS (CHAPTER 11)

Photocopy pp 118 – 123 Student workbook pp 79 – 88

Effective communication is essential in all workplaces.

Rarely is communication in the work place as good as everyone would hope

Everyone in the workplace has to play some part in making communication effective

Communication serves countless purposes and takes many different forms

Communication is above all else a give and take process if a message has not been received there is no communication

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To say ‘I have emailed them” does not mean you have communicated

There could be many reasons why people have not received your message

I didn’t read my emails todayThe server was downThere was a power outage in my buildingI left my laptop at home

When emailing you need to attach a send receipt so that the sender knows who has read the email and who is yet to receive communications

A person needs to respond via receipt or verbal interaction to say they understand what is being communicated at any given time

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Communication has two important roles in the workplace

the transmission of informationthe maintenance of good personal relationships

These two roles of communication are important whether communication is internal (in the workplace) or external (dealing with customers, suppliers or general public)

Effective communication is absolutely essential in any situation requiring teamwork: members of a team have to know what is going on and have to be able to express their ideas to other members of the team.

Communication is also vital to maintain good relationships between team members

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PURPOSES OF WORKPLACE COMMUNICATION

Effective communication in a work place is needed for:

Covey and follow instructions about work to be done

Explain and learn how to do particular tasks

Organise the supply of inputs and other production needs

Convey and discuss information about matters such as occupational health and safety, social functions, training and professional development

Organise work teams

Respond to various workplace documents, such as travel allowance claims, tax forms and personal information forms

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PURPOSES OF WORKPLACE COMMUNICATION (cont)

Design forms or other systems to collect information needed in the workplace

Locate and store information

Ask questions when instructions are not understood

Make suggestions for improvements

Do business with customers

Promote products

Express desires image or culture of the organisation

Participate in a work group or team

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FORMS OF WORKPLACE COMMUNICATION

Page 80 of your work book shows a model of workplace communications which you should be familiar with

However there are two forms which will be defined further

INFORMAL NETWORKSThis takes place in the staff rooms and other social domains of the workplace or external social settings

“Workmates” frequently offer assistance or advice to each other They share information and views on workplace issues

This type of communication is referred to as the “GRAPEVINE”

The grapevine can carry both reliable and unreliable information and gossip

Smart employees’ double-check information obtained through informal networks

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E-MAIL During the last few years e-mail has boosted the informal network of communication

E-mails are the most widely used aspect of the internet

You can communicate internally or globally

In order to use the internet you need to have:

A computer linked to the internetAn ISP accountAn e-mail addressE-mail software

Fairly basic and you all should know this

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LANGUAGE SKILLS

(See diagram page 80 of your work)

Language skills are central to all forms of communication

Clear, energetic and courteous speech is of paramount importance to an employee

Not only do these things convey the message but demonstrate intelligence and dynamism

Verbal communication needs to be appropriate to the work place

Your voice needs to be heard and understood

And you need to understand what is being said

Your English must be clear, straightforward and comprehensible

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Many people believe that written English is not important unless you are in a high position or need to create some kind of documentation

This is to some extent true but most employers’ demand a functional level of literacy

They obtain you literacy standards from job applications, interviews and portfolios

Some employers require you to fill out forms when you arrive for an interview

These forms primarily your ability to understand and respond to clear statements

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Regardless of where you work you will be forwarded some form of written documentation that requires you to act

A process worker may receive

A request to prepare work for checking by quality assurance officers

Notification of a fire drill and procedures to follow

A request to fill out tax details or personal information forms

A persons working life inevitably involves a great deal of form filling to enable efficient administration

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If your job is in the service sector, where you are dealing with customers, then a professional manner of speech must be used

Customers expect respect and to have their business discussed in an intelligent, informative fashion

It is not appropriate to use slang or offensive language

An important skill for you to develop is observation

When you enter a workplace you should make you self aware of what is going on around you

Observe the language used and be sensitive to those indicators

By doing this you can avoid unacceptable speech and behaviour

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BODY LANGUAGE

(See diagram page 80 of your work)

Communication is not only in words

Many messages are conveyed by signals other than spoken English

This is called BODY LANGUAGE

For example, consider your job interview

The first impression you make can greatly affect your chances at getting a job

The first impression is formed in the first 10 seconds of you walking in to a prospective job

Even before you open your mouth

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POWERFUL BODY LANGUAGE INDICATORS

Body contact – when people touch, shake hands or brush up against each other

Important messages about relationships are conveyedThe place, time, manner and person are all part of the message

Proximity – we send messages according to how closely we approach someone.

Standing within a meter is considered intimateWithin 2 meters personalOver three meters public

Actual distances vary between cultures, in Arab cultures the difference between intimate and personal can be as little as half a meter

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POWERFUL BODY LANGUAGE INDICATORS (cont)

Orientation – how we position our selves when we communicate

Facing someone can indicate either intimacy or aggression Being at a 90-dregree angle indicates co-operationMoving away indicates lessening interest

Facial expression and gestures – the hands, arms, head and feet are the main transmitters of gestures. They are closely co-ordinated with speech and facial expression to supplement verbal communication

Intermittent up and down gestures of the hand indicate an attempt to dominateMore fluid circular hand gestures attempt to win sympathy or explain events

Apart from these there are specific hand gestures such as the victory sign which convey particular messages

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POWERFUL BODY LANGUAGE INDICATORS (cont)

Appearance – sends messages about personality, social status and, in particular, conformity. Appearance can be divided into two categories

Voluntary control – hair, skin, bodily paint and adornmentLess controllable – height, weight

Posture – they way we sit, walk and stand can communicate an interesting range of meanings. Frequently concern3ed with interpersonal attitudes of friendliness, hostility, superiority or inferiority. Posture can also indicate you emotional state: degree of tension or relaxation. Your face may hide how you feel but your body posture can give you away

Eye movement and contact – when and how long we meet our eyes during communication is an important relationship indicator, especially in submissive and dominating roles

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PRESENTATIONS

As you progress in the workplace you may be called upon to give presentations or run seminars

You need to develop some important public speaking skills

There are many services that can teach you these skills

All presentations need to be:DynamicWell package to maintain interestAppropriate to the level of experience and interest of the audience

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When practising your delivery you need to be aware of your voice and consider the five “P’s”

PitchPacePower (volume)PausePhrasing

These should also vary to maintain interest and meaning

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Good presenters consider the following

Be aware of your body language

Appear relaxed and approachable

Make eye contact with listeners

Avoid visually distracting gestures

Time your presentation so you are not rushing to finish

When you have finished allow time for questions from your audience

Photocopy pp 118 – 123Student workbook pp 79 – 88