Workplace Communication (WkComm)

AY 2021/2022 Apr Semester

WEEK 1: COMMUNICATION FLOWS AT THE WORKPLACE

What type of communication takes place in organisations? One can describe the flows as internal, downward, upward
and lateral communication. The element of power and authority is sometimes present in communication. Though there
are cases of verbal abuse in workplaces, it is the responsibility of everyone to avoid and to report any communication
misuse and/or abuse, should one witness or experience it.

INTERNAL COMMUNICATION

Internal communication helps a company function effectively, for example, to set goals, make and implement decisions,
measure results as well as develop staff. Communication flows in different directions within a company:

Downward communication
 goes through an organisation’s line of authority.
 provides direction and control.
 gives specific instructions and feedback on an employee’s
performance.
e.g. An appraisal handbook, put together by management, specifying the roles,
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responsibilities and key performance indicators of every staff member in an
organisation.

Upward communication
 channels ideas, suggestions, criticisms and queries from subordinates to higher management.
 gives management a picture of employees’ problems and attitudes.
e.g. Representatives from the Fitness and Wellness Committee submitted a proposal to the
management to suggest how the sports facilities of the company could be improved.
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Lateral communication
 occurs between employees who operate at the
same level, perhaps in the same committee, for
instance.
 provides task coordination and encourages
teamwork.
e.g. The members of the company’s Dinner &
Dance Committee send progress reports to
each other via email on a fortnightly basis to
provide updates on the preparations.

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 Workplace Communication (WkComm)
AY 2021/2022 Apr Semester

EXTERNAL COMMUNICATION

External communication is so critical to a company's survival that most companies have a dedicated group of staff
specially hired to ensure the successful delivery of the company’s key messages to the rest of the world. Indeed, the
Public Relations (PR) Department of a company safeguards the public image of the company. PR professionals ensure
that the company’s public image is positive, even when the company may be undergoing a public relations crisis.

http://www.leadformix.com/

How a company is perceived affects the business standing of the company in the industry. This perception may affect
the company’s core business. For example, how the company obtains credit standing from its vendors and suppliers,
how the company’s customers view the latest products and how the company is able to attract or retain its staff.

Common external communication documents or collaterals include letters, catalogues, flyers, posters, press releases
and advertisements. Though some common channels / modes used to distribute external communication include the
companies’ website, newsletters and annual reports, increasingly social media tools (Facebook, Twitter etc.), are used to
reach out to the companies’ diverse stakeholders.

http://actioncoachanz.com/

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 Workplace Communication (WkComm)
AY 2021/2022 Apr Semester

WEEK 1 ACTIVITY 2: COMMUNICATION CHANNELS

What are some common speaking and writing situations in the world of work? Read each scenario below and select the
most appropriate communication channel needed in the situation. Choose your answers (from the box below).
Answers are not to be repeated.

Sharing online, using

Email (A) Oral presentation (C)
teamsites (B)

Proposal (D) Live voting (E) Video conferencing (F)

Communication
Scenario Communication Flow
Channel
1. You are the Chairman of the Quality Control Team. You Communication form:
would like to arrange a meeting with your team members to
Internal Communication
discuss the Quality Control Awards Ceremony to be held in
Lateral/Upward/Downward
October. You wish to communicate this information to your
team members. Or External Communication

2. There is a need for training on a highly specialised design Communication form:

software application for the design engineers in your
Internal Communication
department. Your boss would like you to propose a training
Lateral/Upward/Downward
vendor. Remember to highlight the benefits of the training
programme and the cost involved. Or External Communication

3. A trusted client has some ideas for a new project. Ideally, Communication form:
you should meet the client face-to face, for discussion.
Internal Communication
However, you are not able to travel to meet the client.
Lateral/Upward/Downward
Or External Communication

4. Refer to scenario 3. This new project has several possible B Communication form:
solutions. Before any work can begin, you need to gather the
Internal Communication
opinions of staff regarding the solutions. How do you pull
Lateral/Upward/Downward
together the expert knowledge of different people in the
company quickly? Or External Communication

5. Refer to scenario 4. Two proposals seem possible. You C Communication form:

want the rest of the company to be clear about the two
Internal Communication
proposals before a decision is to be made. How do you ensure
Lateral/Upward/Downward
that all staff are clear about Plan X or Plan Y?
Or External Communication

6. Refer to scenario 5. Now that staff are clear about Plan X Communication form:
and Plan Y, you wish to go with what the majority wants. How
E Internal Communication
do you ensure that you know the sentiments of staff, regarding
Lateral/Upward/Downward
Plan X or Plan Y, fairly quickly?
Or External Communication