SHASHEMENE POLY TVET COLLEGE

Data base Administration

Level III

Unit of Competence: Lead Workplace Communication

Module Title: Leading Workplace Communication

Learning outcomes:
LO1: Communicate information about workplace processes

LO2 : Lead workplace discussion

LO3: Identify and communicate issues arising in the workplace

1
LO1 Communicating Information about Workplace Processes
1.1 Introduction basic communication skill
Introduction
The ability to speak and communicate is the only difference between Animals and Human
beings. It’s due to effective communications skills that humans interact with one another as a
social being. For a person to progress well in society, only merits are not enough, only
qualifications don’t work, the person have powerful communication skills so that he can put
across to others what he wants them to do.

It’s all fine about communications skills but the question is how to improve these skills. Firstly,
there’s much literature on the net which you can read and utilize in your life. Secondly, you can
get books on the subject and thirdly, you can join NEO in his Corporate English Training and
Communication Classes.

Definition of Communication Skills

Different books and experts define communications skills differently but the most basic
definition is that:
Communication skill is the art and technique of communicating by using oral and body
language to persuade him or bring into him the change that you want him to be.

Thus, Communication skills are the ability to use language and express
information. Communication skills are the set of skills that enables a person to convey
information so that it is received and understood. Communication skills refer to the behaviors
that serve to convey information. Communication skills are the ability an individual displays in
consistently to effectively communicate with clients, colleagues, subordinates, and supervisors in
both the professional and personal world.

1.1. 1 Nature of communication

1. What is communication?
Communication is the process of transferring information from a sender to a receiver with the
use of a medium in which the communicated information is understood by both sender and
receiver. It is a process that allows organisms to exchange information by several methods.
In its simplest form communication is the use of words to describe and convey a message or give
information to another person. We communicate using language as a code to share information,
ideas and feelings.

The following diagram was developed by Claude Shannon and Warren Weaver (1949 The
mathematical theory of communication) to explain how communication works:

2
2. Social communication
Social communication refers to the way information or ideas are shared between two or more
individuals. However, there is no standardized definition currently recognized.

Social communication is of two types: formal and informal.

Formal social communication is when an organization or a firm organizes to communicate their
plans or ideas in a casual way. Here the subject is one and more people talk about same subject.

In informal social communication people join in a group they start their conversation in and pour
their views about any subject which they might like or be interested in share their views about.
Here people basically enjoy their participation and are not forced to communicate with others.
Social communication basically takes place by means of social media but apart from that the
face-to-face group meeting or get together is best and more effective than in social media.

Other definition of social communication is that of a field of study that primarily explores the
ways information can be perceived, transmitted and understood, and the impact those ways
will have on a society.

3. Business Communication
Business Communication is any communication used to promote a product, service, or
organization – with the objective of making sale.
In business communication, message is conveyed through various channels of communication
including internet, print (publications), radio, television, outdoor, and word of mouth.
In business, communication is considered core among business, interpersonal skills and etiquette.

4. Methods of Communication
Good communicators succeed in choosing the best medium of communication for the particular
purpose in mind. For external communications, the Inland Revenue typically uses:
 Written communications dispatched by mail e.g. statements detailing tax liabilities and
payment schedules. Paper-based items sent by mail have the advantage of providing a
clear, fineable statement that is likely to reach its intended recipient.

 Oral communications: customers can 'phone in' with their queries. They can also speak
directly to the employee who is managing their account. Oral communication allows
most misunderstandings to be resolved immediately.

 Face-to-face communications e.g. a visit to the local office by arrangement. This can save
time and subsequent communications.

 Online communications. Today consumers can complete their Tax Return, claim tax
credits and do a variety of other business with the Inland Revenue directly online, thereby
saving a great deal of time. An important advantage of this method is that ongoing 'help'
is provided by pop-up help facilities. This is a cheap, quick and efficient means of
communication.

3
  Advertising on TV and in the press e.g. to alert people to tax payment deadlines or to
eligibility for tax credits. By this method the Inland Revenue is able to communicate with
millions of customers cost effectively.
5. Types and characteristics of communication
Types of Communication and Characteristics / Spoken / Written / Nonverbal / Aural
Listed below are the four types of communication and their characteristics:
Spoken communication — using the spoken word to communicate
It’s fast
It’s temporary (unless recorded)
It uses inflection (people can tell how you feel by the tone of your voice!)

Written communication — communicating in written form

 It’s time consuming
 It’s permanent (that’s why contracts are put in writing)
 It loses the advantages of inflection (although you can use punctuation marks—they just
aren’t as effective in relaying tone as voice inflection)
Nonverbal communication — communicating through methods such as body motion, physical
appearance, etc. (we will discuss nonverbal communication in more detail in just a minute) .
 Most important way in which we communicate
 Oftentimes done unconsciously
 Has geographic and cultural overtones (in some countries, it’s appropriate to shake hands
when meeting someone for the first time, in other countries you simply bow, etc.)
Aural communication — listening
The ability to listen, not just hear. Hearing is purely physiological. Listening is the ability to
interpret what you hear. It is important not just to emphasize what is communicated, but the form
that the communication takes.

1.2 Principle and Practice of Communication

1. Communication cycle
The entire process of communication begins with conceptualizing the desired message, which is
then communicated to the right person. The person receiving it interprets this message, and
responds to it.

The concept of communication cycle has been developed for the sender and receiver of the
message to work on communication, by way of feedback. Primarily, it is a structure which
explains the simplest manner in which we communicate.

4
Communication Cycle

What is involved in the communication process?

The steps involved in this process are:

1. Idea: Information exists in the mind of the sender (who is the source). This can be a concept,
idea, information, or feelings.

2. Encoding: The source initiates a message by encoding the idea (or a thought) in words or
symbols and sends it to a receiver. The message is the actual physical product from the source
encoding. When we speak, the speech is the message. When we write, the writing is the message.
When we gesture, the movements of our arms and the expressions of our faces are the message.

3. The Channel: The channel in the communication process is the medium that the sender uses
to transmit the message to the receiver. Although the message could be in either an oral or a
written form, the oral medium most likely will be more effective because of the immediacy, if
required.
In selecting an appropriate channel, the sender must assess the following factors, as the situation
demands:
-need for immediate transmission of message, (Fax instead of letter)
-need for immediate feedback, (Phone instead of fax)
-need for permanent record of the message, (Written rather than oral)
-degree of negotiation and persuasion required, (Personal meeting – face-to face)
-the destination of the message, and (Far flung area – letter only)
-the nature of the content of the message. (Has to be a contract –written)

5
4. Decoding: It is the act of understanding messages (words or symbols). This is known as
Decoding. When the sound waves are translated into ideas, we are taking them out of the code
they are in, hence decoding. Thus, listeners and readers are often regarded as Decoders. During
the transmitting of the message, two processes will be received by the receiver.

Content and Context

Content is the actual words or symbols of the message which is known as language – i.e.
spoken and written words combined into phrases that make grammatical and semantic (meaning)
sense. We all use and interpret the meanings of words differently, so even simple messages can
be misunderstood (Are you going to give me or not?). And many words have different meanings
to confuse the issue even more (You are smart.).

Context is the way the message is delivered and is known as Paralanguage - tone of voice, the
look in the sender's eye's, body language, hand gestures, state of emotion (anger, fear,
uncertainty, confidence, etc.). Paralanguage causes messages to be misunderstood as we believe
what we see more than what we hear; we trust the accuracy of nonverbal behaviors more than
verbal behaviors. Many managers think they have communicated once they told someone to do
something, "I don't know why was not the work done?....... I told my Secretary to do it." As a
matter of fact, the secretary misunderstood the message.

5. Feedback: By two-way communication or feedback. This feedback will tell the sender that
the receiver understood the message, its level of importance, and what must be done with it.
Feedback is the check on how successful we have been, in transferring our messages as
originally intended. It determines whether understanding has been achieved or not.

The purpose of feedback is to change and alter messages so the intention of the original
communicator is understood by the second communicator. It includes verbal and nonverbal
responses to another person's message. There are five main categories of feedback. They are
listed in the order in which they occur most frequently in daily conversations.
1. Evaluation: Making a judgment about the worth, goodness, or appropriateness of the sender's
statement.
2. Interpretation: Paraphrasing - attempting to explain what the sender's statement means.
3. Support: Attempting to assist or support the sender.
4. Probing: Attempting to gain additional information, continue the discussion, or clarify a point.
5. Understanding: Attempting to discover completely what the sender means by his/her
statement.

Noise: The presence of noise can result in fairly significant problems in the communication
process. Unfortunately, communication is effected by noise, which is anything – whether in the
sender, the transmission, on the receiver – that hinders communication.

6
2. Communication in an organization
What is Organizational communication?
And how is it different from usual communication?
Organizational communication is the process by which activities of an organization area
collected and coordinated to reach the goals of both individual and organizational.

In simple term it is the information flow that happens in an organization but the flow has got
a structure, direction and process.
What kind of information flow happen n an organization
And Information flow happens between whom?
Types of business communication
Internal communication: - this is the communication that takes place within an organization.
External communication: - communication between the organization and those outside the
organization.

Why Is Communication Important in an Organization?

Communication is important in an organization because it helps people perform their jobs and
responsibilities. It also promotes motivation by informing and clarifying the employees as well
as altering individual's attitudes.

7
1.3 Selecting Appropriate Communication Method Based on Work Place Guideline
The communication method (or channel) that you select should depend on your message. Before
you choose which technology to use, consider whether your message is:
 Interactive or static Should your communication be one-way or two-way? Interactive
means a back-and-forth conversation; static means delivery of a message. What does
your message require? Brainstorming and questioning require interactivity. Updates can
be static.

 Personal or impersonal Personal means face-to-face, or on the phone. Impersonal

communication is in writing. Does your communication require you to hear or see your
customers or colleagues? Are you trying to build relationships? Will the tone of voice be
important for this particular message? Are the ideas potentially confusing? Put some
thought into whether your presence is a vital component of your message.

A communication channel becomes richer as you add human elements like voice tone, facial
expression, and physical presence. The more complicated your message is, the richer your
channel should be. When the message is routine and easy to understand, a lean channel is more
appropriate.
The following flowchart provides guidelines for choosing the best communication method:

In general, consider selecting channels in the following order, from lean to rich:
1. Intranet/shared drive
2. Fax
3. Letter
4. Voice mail
5. Pager
6. E-mail
7. Instant message
8. Phone call
9. Face-to-face (two people)
10. Teleconference (internal and external participants)
11. Videoconference (internal and external participants)
12. Meeting (entire team)
LO2 Leading Workplace Discussion

8
2.1 Requiring and providing response to workplace issues immediately
The workplace is the physical location where someone works. Such a place can range from a
home office to a large office building or factory. The workplace is one of the most important
social spaces other than the home, constituting "a central concept for several entities: the worker
and his/her family, the employing organization, the customers of the organization, and the
society as a whole". The development of new communication technologies have led to the
development of the virtual workplace, a workplace that is not located in any one physical space.

Workplace issues
a toxic workplace, a toxic employee is a worker who is motivated by personal gain (power,
money, or special status), uses unethical, mean-spirited and sometimes illegal means to
manipulate and annoy those around them; and whose motives are to maintain or increase power,
money or special status or divert attention away from their performance shortfalls and misdeeds.

Workplace aggression is a specific type of aggression, which occurs in the workplace.

Workplace aggression can include a wide range of behaviors, ranging from verbal acts (e.g.,
spreading rumors) to physical attacks (e.g., assault/shin-kicking).

Workplace conflict is a specific type of conflict that occurs in workplaces. Conflicts can be due
to personality clash (relationship conflict) or differences of opinion about tasks (task conflict).[1]
Workplace democracy is the application of democracy in all its forms (including voting systems,
debates, democratic structuring, due process, adversarial process, systems of appeal) to the
workplace

Workplace deviance, in group psychology, may be described as the deliberate (or intentional)
desire to cause harm to an organization – more specifically, a workplace.
Employment discrimination is a form of discrimination based on race, sex, religion, national
origin, physical disability, and age by employers

Workplace gossip: Idle talk or rumor, especially about the personal or private affairs of others.

2.2 Making Constructive contributions to workplace discussions on such issues as

production, quality and safety
Communicates constructively
Teams need people who speak up and express their thoughts and ideas clearly, directly, honestly,
and with respect for others and for the work of the team. That's what it means to communicate
constructively. Such a team member does not shy away from making a point but makes it in the
best way possible — in a positive, confident, and respectful manner.

LO3 Identifying and Communicating Issues arising in the Workplace

3. 1 Identifying Issues and Problems as They Arise
Good communication practices are at the heart of every successful business. Without successful
internal communications, work processes slow down or grind to a halt and customers are not

9
served properly. Identifying the specific breakdowns in communication at your workplace helps
you correct the issues to get employees to communicate effectively. Observe the
communications that take place in your workplace to figure out what is going wrong.
Lack of Standards
 Without communication standards in the workplace, you lack consistency on how and
when employees communicate. Establish a communication policy to standardize the
methods used for communicating with both colleagues and customers. Avoid relying too
heavily on one type of communication. For example, using only verbal communication
makes tracking conversations and information difficult.
Communication Barriers
 Differences in background or experience causes barriers between some employees.
Without some common ground, employees may find relating to or understanding what
other staff members are talking about difficult. Cultural differences may also cause
difficulties in non-verbal communications, causing mixed messages.
Mixing Work and Personal Communications
 Some employees tend to mix personal lives into the workplace communications. Personal
communications detract from the professionalism in the office, which sometimes leads to
gossip in the workplace, leading to decreased morale or even accusations of harassment.
Misinterpretations and Assumptions
 Communication is open to interpretation and is sometimes interpreted incorrectly. People
often make assumptions based on the information they hear or read, whether or not they
hear or read it correctly. Non verbal cues also lead people to make assumptions that can
impede communication. For example, an employee who avoids eye contact may cause
others to assume she is hiding something when she may simply feel inferior or shy.
Poor Listening Skills
 Sharing information is only part of the communication process. Strong listening skills are
essential to effectively communicating and understanding the message being shared.
Employees who fail to listen or who don’t know how to actively listen to their colleagues
are likely to miss information or not know what is going on.
Lack of Factual Communication
 Factually-based communication is essential to effective communication in the workplace.
If employees communicate false information or share information they aren’t sure about,
they are likely to cause delays in task completion. Managers who share false information
or share information without verifying it first are likely to upset the employees.
Failure to Disperse Communications
 Dispersing workplace communications often relies on a chain of employees sharing the
information with others. In some cases, the relay of information is interrupted, leaving
certain employees out of the loop. The breakdown in communication may lead to wasted
time, missed meetings, duplication of work, or other disruptions of the work flow.
Privacy
 Very little communication is actually private, especially in a workplace environment.
Verbal communication is easily overhead by others in the office. Email messages and
instant messaging on the computer are susceptible to hacking. Other employees may read
over your shoulder and see confidential communications. Leaked confidential
information creates a liability issue and may hurt business.
Attitude

10
  Negative attitudes interfere with the communication process in the workplace. In some
cases, two employees may dislike one another or distrust each other, creating a wall
between the two when they try to communicate. Other employees simply take an
indifferent attitude toward work in general, causing them to not care about what is said
during normal workplace communication.
Lack of Follow Through
 Once information is dispersed in the office environment, specific actions take place based
on the communications. For example, after a meeting to discuss the direction of a project,
the attendees’ likely need to complete tasks based on what you discussed in the meeting.
If the communication doesn’t leave employees with a clear sense of how to follow
through with actions, you are likely to see a breakdown and unfinished work.

11