Fundamentals of

Effective
Communication
at the
WEEK 2
ELC270: ENGLISH FOR WORKPLACE Workplace
COMMUNICATION
“No man is
an island”
One will not progress As such, we need to Only when there is
John Donne (1572-1631) communication, ideas,
well if there is no communicate with
thought, feelings gets
communication with one another. exchanged or expressed
others. through verbal or non-
verbal behavior

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 1 2 3

Most employers & Successful people are Technology has played

Introduction employees
communicate in
often viewed as
effective
an important role in
facilitating
English when at work. communicators. communication. I
In today’s current era or the 21st
century, businesses and industries
are evolving and as such there is a
need for communication skills such In fact, with computers replacing manual routine tasks,
as verbal, written and scientific employees need good communication skills to be more
skills. effective and efficient when dealing with customers and
clients in an organization.

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 Types of Effective
Communication in
the Organization
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal / Cross-wise Communication
Downward Communication
• Download communication is the flow of
information and messages from a higher level
inside an organization to a lower one. Effective
downward communication is crucial to an
organization’s success.
• It flows down the chain of command.
• When managers inform, instruct, advise, or
request their subordinates, the communication
flows in a downward pattern.
• It can take any form: memos, notices, face to face
interactions, or telephone conversations.
• Such communication increases awareness about
the organization among employees. 4
 Types of Effective Upward Communication

Communication in • The main functions of upward communication is to

supply information to the upper levels about what is
the Organization happening at the lower level..
• Downward Communication
• When subordinates send reports to inform their
• Upward Communication
superiors or to present their findings &
• Horizontal Communication
recommendations, the communication flows upward.
• Diagonal / Cross-wise communication
• It keeps managers aware of how employee feel about
their jobs and the organization in general.
• It helps managers to make certain decisions or solving
some problems which concern the organization.
• The extent of upward communication depends on the
organizational culture. Ex. Open culture, Highly
authoritative environment.
• Suggestion boxes, Employee Attitude Surveys, Review 5
Reports etc.
 Types of Effective
Communication in
the Organization
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal /Cross-wise Communication
Horizontal Communication
• Horizontal communication networks refers to the
connection between individuals at the same level
of authority within an organizational group,
department, or division.
• It takes place among peer groups/ hierarchically
equivalent employees.
• Such communication is often necessary to
facilitate coordination, save time and bridge the
communication gap among various departments.
• From the organization’s point of view, It can be
either beneficial or harmful.
• Its very vital for the growth of an organization as it
builds cooperation among the employees as well 6
as various branches.
 Types of Effective
Communication in
the Organization
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal /Cross-wise Communication
Diagonal / Cross-wisel Communication
• It flows in all directions and cuts across functions
& levels in an organization.
• When a sales manager communicates directly
with the VP (Production) who is not only in a
different division but also at a higher level.
• Though It deviates from the normal chain of
command, there is no doubt that its quick &
efficient.
• The increased use of e-mails also encourages
cross-wise communication regardless of the
receiver's function or status.
• Its also referred to as Cross-wise, Radial, or
Circular Communication.. 7
 • Effective communication is more than just exchanging
information as it involves understanding the feelings
and emotions associated with the information given or
received.
• It is necessary as it helps improve relationships, be it at
home, workplace or in any social situations.
• Complicated messages can be delivered without
creating conflicts or destroying trust.
• An effective communicator has to be equipped with a
variety skills to be an attentive listener.
What is Effective • An attentive listener recognizes and practices non-

Communication verbal cues as well as be able to understand and

recognize the needs and demands of the other party.
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 Effective Gather your Avoid being
Communication? thoughts
Concentrate
judgemental

It is not impossible to become an Choose your Listen

effective communicator although words attentively
it requires time, effort and
patience.
To become an effective Modulate your Express body
voice language
communicator, you need to
consider doing the following:
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 Barriers to
Effective Cultural
Communication? Barriers

Some barriers to effective

communication at the workplace
Physical
include:
Barriers

Emotional
barriers/
personality
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 Understand a person

The Need for

Effective Resolve differences

Communication?
Build confidence
When dealing with clients, an effective
communicator needs to have good listening
and speaking skills to perform a variety of Create positive environment
tasks such as to:
negotiate, persuade, justify, instruct,
inform, request, convince, complain as well Solve problems
as make suggestions and recommendations.
Effective communications help students to:
Enhance personal & professional
relationship 11
 Factors that
Affect the
Way You PERSONAL AUDIENCE PURPOSE TO

Communicate
CHARACTERISTICS COMUNICATE

Age, gender, Most people adjust the To inform, To

The way you communicate at your education, family way they persuade, To instruct,
To request, To suggest
workplace is different from they way background, communicate
or recommend, To
you communicate at home, at public experiences and depending on whom
apologies, To
places or even during events or habits. i.e. gender their audience is. i.e. complain, To agree, To
occasions. may influence the way your first day at work. disagree, To refuse etc.
you speak to your male
*************************** or female colleagues.
Some factors that affect they way
you communicate are:
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 Persuading

Dissuading

Workplace Instructing
Communication Reporting

Some of the skills identified for Briefing

workplace communication are:
Explaining

Problem Solving

Suggesting

Investigating
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Negotiating
 FC Formal Context IC Informal Context

The wiser choice would be to go for a You should take the house with Plan
house with Plan A as it is far more A-extra space. Don’t forget that you

#Persuading
suited to your personal needs. House have a large family. You need space
with Plan B is too small and congested, and privacy. How can houses with
considering that you have a large Plan B offer you that? The price of a
• Convincing someone to do, believe or family. The cost may higher but it is Plan A house is higher, but the best for
take action in a certain way, by giving the best choice for you. you
reasons that would be favorable to you.
• The language used here include
hedging, posing questions &
• Perhaps you should try this brand of Green Tea
sometimes answering questions or • It is one of the best GreenTeas found in the market.
making statements using • Have you tried other brands of GreenTea?
comparatives/ superlatives and the use
• I am sure when you try this, you will find that it has the best aroma
of favorable adjectives.
and taste. (superlative and positive adjective) 14
 FC Formal Context IC Informal Context

If you resign, you will lose all your You will lose everything if you resign.
benefits- from your bonus to your What about your bonus? What about
own image as an employee who has your status when you apply for a new

#Dissuading resigned from a job. Don’t take this

• Convincing someone not to do
something or carry out an action which
has been decided /thought of.
drastic step. In your next application
for job, you would have to mention
that you resigned from this company
and it will not be looked at positively.
Please reconsider your decision.
job? The new place will ask you why
you resigned. The new company
would think of you as quarrelsome
person. Do you think that the new
place would like to employ you? Think
twice about it.

• The language used here could include

negatives to discourage a certain
action/ choice etc. This can take the
form of prefixes or phrases in the
negative.
• It will be unfavorable to you if you take the post
• There would be no advantage to you, to migrate to Australia.
• Don’t sign that business agreement .
• Do not view that partnership as useful. 15

The first thing to do is to open a current
#Instructing
• Furnishing knowledge in a systematic
method in a teaching / training mode.
• The language used here could include
imperatives.
• To soften the effect of imperatives, the
use of ‘please’, ‘let’s… and modals are
also used. .
FC Formal Context IC Informal Context
You must open a current account- use
account and use that account for all it when making or receiving any
financial dealing with us. The payment to or from us. Minimum
minimum sum to be deposited in the account to be deposited- 10k. You
account is RM10,000 and you must must apply for a cheque book which
apply for a cheque book, which you you should receive within a day.
will get in 24 hours.
• Let’s have a look at the documents and then….
• Please take a look at the documents and then work on the
agreement.
• Could you work on the files and highlight the main points…?
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#Reporting
• Giving an account or statement where
some amount of detail in given.
(Usually in the formal context).
• The language used here is normally in
the passive voice.
FC Formal Context IC Informal Context
The seminar was a success and The seminar was great and many
attended b 400 participants. The people came. The speakers were
speakers were knowledgeable and fantastic and the audience enjoyed
engaged the participants. The press themselves. The press were there- see
covered the event and reports are tomorrow’s papers.
expected to appear in tomorrow’s
news paper.
• 200 trays of computer chips were checked by the Quality
Control.
• It was found that the supervisor had harassed his employees to
work extra time.
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 FC Formal Context IC Informal Context

As soon as the VIP arrives, team 1 will Team 1, bring the VIP into the hall
usher him into the hall while team 2, when he arrives. Next part team 2,

#Briefing
hall should be ready to welcome him.
• Giving a set of concise instructions or a
summary of what is to take place.
• Usually in the formal context.
• The language used here is usually to
address or manage present or future
events.
who will already be stationed in the handle from there, team 3 ,
refreshments. After the show, team 1
Team 1 should be ready towards the take charge again
end of the show, to usher him to his
car.
• The first thing to do is to pick up your files from the front desk
• Everybody must be at the entrance of the building by 8 am, tomorrow.
• The Master of Ceremonies will first introduce the VVIPs…
• The Organizing Chairman will give the first speech followed by the
Vice President 18

#Explaining
• Making something clearer so that it is
understandable.
• The language used here is to send a
message to the listener clearly in order
to facilitate getting a job done well and
to avoid any misunderstanding.
Transition markers and modal verbs are
used.
FC Formal Context IC Informal Context
Whenever a new client comes in, a file You must open up a file for every
has to be created. All details should client. Then you put the file as: an
be recorded including any transaction enquiring client, a client with a
between the client and the company.
This file should be closed after the
business transaction or a potential
client. This is how the company has a
transaction and filed according to the follow-up of clients for future
following three categories: Client with business.
only enquiries, a client with business
transaction, a client with future
potential. We do this so that we can
contact them in the future and build
up our client-data base.
• You need to save the names of the files/soft copies in an orderly manner so that it
will be easier to locate files in future.
• Lunch break is staggered in order for someone to take incoming calls. 19
• When you meet potential client, you should get all the details for future
references.

#Problem
Solving
• Going about in an orderly manner to find
solutions to a problem which involves a
process of investigating and analyzing the
situation objectively.
• The language used in a problem solving
context involves investigating the nature
of the situation and to find solutions.
Therefore, the language used involves
Wh-questions, statements showing the
problem ad making suggestions. Modal
verbs and hedging is often.
FC Formal Context IC Informal Context
As there has been an increase in the More and more female staff were
number of absenteeism among absent because they have no
female employees, due to transport The company bus should
transportation problems, the
company should provide transport.
pick those living nearby.
Perhaps we can consider
transportation in areas where there
are more than five workers.
(P1): How can we address the issue of our staff taking frequent breaks?
(S1): Perhaps we should have a pantry in the office.
………………………………………………………………………………………………..
(P2): Why do staff taking such a long time to process the applications?
(S2): Do you think that it could be because their computers are
malfunctioning due to the old software? We should explore the
possibility of getting better software which could work faster 20
 FC Formal Context IC Informal Context

Perhaps we should transfer Mr Chen to Just move Mr Chen to the Finance

the Finance Department as he is very Department- he is good with figures

#Suggesting capable in finance matters.

• To put forward an alternative, thought to

help cope with a situation or problem.
• Shall we go through the accounts over lunch?
• The language used here is usually in a
question or in a statement form. Some of • Let’s give our annual dinner a theme based on our company’s
the expressions commonly used are current mission.
“let’s…”, “how about…’ “shall…”, “why
don’t …”. • How about submitting your monthly report before the end of
• As the attention of making suggestion is this week?
to achieve a common goal, the
expressions used are subtle in manner.
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#Investigating
• To carry out a systematic or formal
inquiry to discover the true facts of an
incident.
• The language used here is in the
question form (Wh-questions) because
the purpose / intention of an
investigation is to find out the facts
/truth behind an incident.
FC Formal Context IC Informal Context
First, get me the report from the Land Get the report from the land office for
Office. After studying that report, and me to look at. I may need to question a
questioning a few officers form the few of the staff there and then we
Land office, we can decide on how to
advice Mr. Sundaram, our client.
should be in a better position to advise
Mr. Sundaram
• I would like to know why cash from the office kitty was used to
make the payment, instead of speaking with the clerk to get an
invoice and then making payment later with a receipt. This is the
normal procedure but this was not followed. Why? Can anybody
help to explain this?
• How could somebody hack into our system? Let me have a look at
all the transactions of the day, one by one.
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 FC Formal Context IC Informal Context

I have been working hard on the I work hard and the project is a
project and it looks like this project success. I have brought more money
will bring the company at least to the company. I hope you will give

#Negotiating RM800,000 by the end of the year,

and much more later on. This project
me a pay rise for all my hard work.

will have a positive impact on our

• To try to reach an agreement or
company. I hope that you could
compromise through discussion.
consider a pay rise for me as I think I
• Modal verbs are often used in have worked hard for it.
negotiations as well as questions in the
form of suggestions towards a certain
• I would like to request for a special allowance for the staff who are
direction. Reasons are added in order
to convince the parties on the course of seconded to this department as they need to work after office hour.
action hoped for. • Is it possible to compensate my losses in terms of salary in my
current company, if I agree to join your organization at such a
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short notice?
Exercises @
Google
Classroom

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 • References:

Thank You 1) Essential Communication Skills in the Workplace (2nd

edition, 2019)
2) English for Workplace Communication (2016) 25