CHAPTER 1

Introduction to Workplace Communication

What are we learning?
Workplace Communication: A Definition
Communication Channels
Importance of Workplace Communication
Collaboration in the Workplace
The Writing Process

* 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.


Workplace
Communication:
A Definition
What is a workplace?
Dictionary definition - A place, such as an office
or factory, where people are employed.
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 are
universal.
Communication Process
Sender Recipient
Message
Feedback
Channel / Medium
Noise
Hi, how are you?
Im fine, thank you.
How to Communicate Effectively?
Listen
it makes other feel good. It also makes a deeper and more
positive connection with others. Poor listening results in
misunderstandings 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, expressing
excitement or sadness when you feel like it, and being friendly.

Be Receptive
Be open to what others are saying or offering.


Communication
Channels
Types of Communication
More organize
Systematic
No specific flow
Random
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 and
provides answers to unaddressed questions.
Formal Communication

Workers

President
Managers Managers
Workers Workers Workers
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Efforts at coordination
Lateral
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.
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.
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.
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 all
expenses.
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 directors this 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.
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.



The Grapevine: Filling the Gaps
Channel that no one owns and no one controls more
like gossips and busybodies.
Despite its many faults it 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
channel include our natural curiosity and our desire to
influence the way others think and behave.
Informal Communication
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 is
maintained

Informal Communication
Channels:
Y
D
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B
A
Chain
A
J B
D H I
K
F
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C
Gossip
A
F B
D
J
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K
G I
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Probability
A
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Cluster
Formal vs Informal Communication
???
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
Types of Channel
Information amount can be transmitted during communication episode
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)
10 Levels of
Intimacy in
todays
communication
Appropriate?
Part (c)
Importance of Workplace Communication
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.
Miscommunication?
Miscommunication?
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 and
lasting impressions on others
By becoming more aware of how others
perceive you, you can adapt more readily to
their styles of communicating.

Part (d)
Collaboration in the Workplace
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

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,



Effective Collaboration
The following five characteristics must be 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

Final Thoughts
"Coming together is a beginning.
Keeping together is progress.
Working together is success."
Henry Ford
Part (e)

The Writing
Process
An Overview
The process approach to writing has the following sequence:
Rewriting
Revise draft Test for usability
Proof reading & correct
errors
Writing
Organize content Appropriate visual aids Format content
Prewriting
Generate info Identify audience Choose channel Take time
Prewriting
Objectives of prewriting are:
Examining
purpose
External
motivation
Internal
motivation
Consider
Audience
Upward
reporting
Downward
instruction
Low tech /
high tech
Action for
audience to
perform
feedback
workshop
discussion
Channel
Single
sourcing
internet
Gather data
Answering
question
Mind mapping
brainstorming
outline
Story board
Flow chart
persuade
instruct
inform
Build trust
Determine Goal
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: organization and
formatting
Writing: Organization
Traditional methods of organization:

Space (spatial organization)
Chronology
Importance of Subject
comparison / contrast
problem / solution
Writing: Formatting
Allowing your text to be followed and accessed with ease.

Appearance
on page /
screen
Avoid too
many
words
Highlight
key points
Break up
monotonous-
looking text
Info is
accessible
Rewriting
Lets you perfect your writing.
To look over the draft to determine its usability and
correctness by using correct techniques.
Usability Testing
Revision
Techniques
Proof reading
Rewriting: Usability Testing
Focuses on the key factors:
Can the user find specific information
quickly and easily?
Retrievability
Can the user read and comprehend
information quickly and easily?
Readability
Is the information complete and correct?
Accuracy
Does the document present information
that is easy to learn and remember.
User
Satisfaction
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


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.

*HINT*