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Communications
Research
Skills Guide
The OCR Guide to
Communications
Version 1
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www.ocr.org.uk.
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ng guidance resources communication industry knowledge skills employment training education qualification understanding learning guidance r
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4
Communications
Communications
Content
Page 5 Getting started
Page 6 What is communication?
Page 8 Effective communication
Page 10 The communication process
Page 12 Methods of communication
Page 17 Team working
Page 20 Communication Activities
5
Getting started
You may find it useful, when reading this
that this task requires, what does this tell
guide, to think about the different ways that
you about the assumptions you make
you use communication at the moment and
when completing a task with someone
how you might use different communication
else? How do you know that your co-
tools to achieve your goals. The following
workers are aware of the things that you
questions might help you do this.
assume and do not communicate to
them?
Communication questions
6.
How would you determine what style
of communication to use. For example
1.
2.
3.
Do you think you are a good
complexity of language and formality to
communicator? If so, why do you think
use in speaking to someone you’ve not
you are a good communicator?
met before? What about if you are not
What kinds of communication do you
aware of their context, i.e. they could be
think you’d need to use in your dream
a friend’s parent, a reality TV star or your
job?
local MP?
How does the way you speak to your
family differ from the way you speak to
your teachers or your friends?
4.
How does the language you write in
differ from the way you speak? Write
down a few lines of conversation you’ve
recently had with someone else and see
how it looks compared to your normal
writing style.
5.
This document is optimised to be printed with reduced colours.
When you’re working with someone
to achieve a task, what information
do you think it’s important to share?
Disclaimer
Please note that whilst every effort has been made to ensure the accuracy of
the content, OCR’s resources are provided for general information purposes
Try instructing someone to pick up a
pen when they can only accept the
only to be used at the discretion of practitioners and centres. The resources
most basic commands, e.g. forwards 5
are provided for guidance purposes only and do not constitute an endorsed
centimetres, right 20 centimetres, close
teaching method that is required by the Board.
OCR shall not have any liability whatsoever for any losses, including losses for
forefinger and thumb together. Given
the high level of detailed communication
any misinterpretation, or subsequent impact howsoever caused.
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Communications
Communications
6
What is communication?
your group and, in a work context, you
››
Technical
will engage with lots of different
You may need to use technical language
people in completing your work. The
when communicating with others. It is
We are all capable of communication and
acceptable to all group members. Each
knowledge and assumptions that we
especially important to ensure that you
use a range of different skills to achieve this
group has its own accepted norms which
make in respect of our friends and
understand the information enough to
everyday. Good communication plays a key
are unique to the group. For example,
regular colleagues do not help us when
be able to convey it and also the context
part in the success of everything we do and
text, Twitter, social media sites, email or
interacting with people we are not as
that it is being presented in. This will
in the successful performance of individuals
face to face, use of acronyms, slang or
familiar with, and who may not share our
enable you to communicate it clearly and
and teams. Effective two-way communication
shorthand terminology.
normal style of communication.
ensure that the recipient understands the
individuals, enabling a better understanding of
Do you have in-jokes or words that you
You need to consider your audience
objectives and easier resolution of problems.
use with your friends that other people
and their needs and motivators when
Don’t be embarrassed to ask
Good communication can streamline
don’t understand?
communicating in this way, so you can
questions if you are not clear on the
convey your message in a way that is
information presented, and a follow up
most likely to receive a positive response..
communication with the other person to
generates good relationships between
7
message.
activities, getting things done on time, on
budget and to the required standard.
This type of communication can often
be easier due to the knowledge that
Different types of communication?
check their understanding can be helpful.
is developed and shared within the
group. This can lead to an accurate
Communication is about sending and
assumption of how the person you are
receiving messages using different methods,
seeking to communicate with likes to
such as speech, text (in hard or soft copy),
receive information and their potential
signals, signs and body language.
reaction. However this is not always
true, can you think of an example of
Receiving communication requires not
miscommunication that has led to
only good listening skills but use of our
disharmony or upset in a group? This can
other senses to understand the non-verbal
occur when the assumptions that we
information that is being given. Can we see
make about someone else are not correct.
that the communicator is upset or calm for
example? Are they frowning or smiling?
››
Communication outside groups
It is unlikely that the groups you belong
››
Communication within groups
to operate in isolation, without any
Everyone who undertakes activities
interaction with other individuals or
together regularly, from sports to study to
groups. Your sports team will interact with
work, communicates with each other and
other teams, your class will interact with
develops ways of communicating that are
different teachers and people outside
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Communications
Communications
8
Effective communication
Can you think of examples where barriers
to communication have been an issue? You
might like to think about:
Is the message clear?
•
understood, so there are several stages to
Both parties have a responsibility to ensure
•
think about.
that the outcomes of their communication are
background noise, other activities going
clear and mutually understood. This can be
on?
Effective communication will only happen
Choice of language – too complicated,
technical or confrontational?
if the message is sent, received and then
•
Distraction – bad telephone line,
Assumptions – assumed agreement or
Very often there is a difference between what
achieved by:
we think we say and what we actually say.
•
asking questions
Also between how we think we have handled
•
discussion
people, including customers, and how they
•
meetings
to listen – not equally prioritising your
think they have been treated. Communication
•
undertaking research and sharing the
communication or not being receptive to
results.
your message.
is a two-way process with responsibilities on
Barriers to effective communication
Effective communication is not always easy to
achieve and there are sometimes obstacles in
Do you listen actively?
the way that have to be overcome in order to
Do you concentrate on what the
ensure that your message is sent and received
person communicating with you is
as you intended.
saying and ask questions to check your
understanding and show that you’re
listening? This will make them feel that
you have heard their message and
empathise with their position, increasing
the likelihood of a positive outcome.
2.
Do you make the effort to use
language, tone, volume and pace to
suit your audience and make yourself
seem approachable and receptive to
communication?
www.ocr.org.uk
•
Lack of concentration or willingness
Non-shared objectives - a common
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goal, or values – for example honesty or
keeping to agreements.
Some examples of these responsibilities are
1.
views?
•
both sides.
given below.
9
10
Communications
Communications
The communication
process
11
Receiving the message – this is about the
Message interpretation – the head receptionist
receptiveness of the person receiving the
may think that the manager is in a meeting
message. Have they got their phone switched
at the present time and doesn’t want to be
on or logged into their email?
disturbed and not what is intended, which
is that the manager wants to meet with the
Communication can take many forms but the
features of the process are often similar:
Message interpretation – this tests
head receptionist now. She asks a question
how competent the sender has been in
of the manager to clarify his requirement and
transmitting the message and how well the
acts accordingly.
receiver understands the message.
Feedback – the head receptionist meets with
Intention of
sender
Feedback – has the message been
the manager at the required time and in the
understood, has the communication been
right place.
successful?
The
message
Feedback
An example of the communication process
Intention of the sender - a hotel manager has
decided to have a meeting with the head
receptionist.
The message – the request for a meeting
Message
interpretation
Receiving the
message
between the hotel manager and the head
receptionist could be transmitted verbally or
by sending an email.
Receiving the message - the hotel manager
phones the head receptionist and says
Intention of the sender - this could be a
The message – this is about how the message
set of instructions or an idea that needs to
is transmitted or sent to the intended receiver
be passed on. The information to be passed
of the message. It is sometimes referred to as
on has to be put together in a form that the
the method or channel of communication.
recipient will understand. The outcome of this
This could be an email, telephone call,
stage is the information that the sender would
video-conference, face to face meeting, text
like to convey in a format that they think is
message or similar.
“meeting now”.
most appropriate.
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12
Communications
Communications
Methods of
communication
It is very important that you proof read your
››
messages before you send them. Try using the
A receptionist using the public address
system to try to contact a guest.
following checklist to help you.
When communicating verbally, it is important
1.
Have you correctly addressed the
to think about the following factors;
message? Is the email or postal address
There are a number of methods that can
Have a look at our guide on producing
be used to communicate information in a
documents for more information on this.
correct? If you are replying to an email,
make sure that you do not press ‘Reply
language that you are using right for
to All’ if your message is not intended for
your audience? Is it too complex or too
everyone on the original email.
simple? Too formal or too informal?
business environment:
››
Written
The written word is a widely established
››
Verbal
form of communication. The accuracy of
››
Non-verbal.
the written word is extremely important.
2.
Try to re-read your message with fresh
•
•
Appropriate language – is the style of
Pace – are you speaking at the right
eyes. Does it make sense and clearly
pace to allow your audience to
convey your requirement?
understand what you are saying, process
Check your spelling and grammar, not
the information and respond where
just using standard tools but by eye
necessary? Are you confusing them by
external customers.
yourself as the tools do not always pick
going too fast or boring them by going
For example:
the message out loud to make sure it
Communications, both to internal and
Written communication
external customers, should be clear, accurate
This method provides a written record and can
and legible.
3.
be used to communicate with internal and
››
››
Memos – used for internal
communication
››
Emails – can be used for both internal
and external communication
››
Reports - can be used for both internal
and external communication
››
Forms/questionnaires - often used for
communication with customers
››
Notice boards - often used for
communication with employees
››
Newsletters - can be used for both
internal and external communication
››
up non-standard spellings. Try reading
Internet - can be used for both internal
and external communication.
too slow?
•
sounds right.
Letters - often used for communication
with external customers and suppliers
13
Tone – does your tone of voice command
attention while still being friendly? Do
you aggressive or submissive? Your tone
Verbal communication
can give away what you’re really thinking
This method can be face-to-face, over the
so be careful!
telephone or via video-conference.
•
Proximity – are you standing close
enough to your audience to allow them
All 3 methods are used very frequently in all
to hear your message and read your body
environments and so it’s important to get it
language? Are you intimidating them by
right. Think about your audience and what
being too close or showing disinterest by
type of language is most appropriate, e.g.
standing too far away? Bear in mind the
formal or informal.
needs of those who need to lip read or
dislike intrusion into their personal space.
For example, what do you think is appropriate
for the following conversations?
››
A supervisor passing orders to operatives
››
A waiter taking an order from a customer
››
A mechanic using the telephone to order
supplies for the workshop
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14
•
Communications
Communications
Clarifying or repeating – are you
convey whether they are confident or not
presenting key points in different ways to
through their body language, which
ensure that your meaning is clear? Direct
can have an impact on the effectiveness of the
repetition is a simple way of doing this
communication taking place.
››
or you can clarify your meaning with an
example or by making your point in a
Examples of non-verbal communication
different way.
include:
››
Gestures of hand or arm movements
Non-verbal communication
that can portray a message to another
The difference between the words people
person. Usually gestures are used to
speak and actually understanding what
enhance the understanding of what
they are saying comes from the non-verbal
is being said verbally, however some
communication that is exchanged. By
gestures carry their own meaning and
developing an awareness of the signs and
can be misinterpreted by others. Gestures
signals of body language and other non-verbal
can be used to convey both positive
communication, it is easier to understand
and negative responses. For example,
other people, and communicate more
putting a hand-up with the palm facing
effectively with them.
a person gives the meaning of ‘stop that’.
Shrugging shoulders can mean ‘not sure’.
Care must be taken with assumed meaning,
particularly when communicating with
individuals from other cultures. There are
sometimes subtle, and sometimes not so
subtle, movements, gestures, facial expressions
and even shifts in individuals’ whole bodies
that indicate something is not quite right.
15
Facial expressions are used to convey
The way an individual dresses and the clothes
meaning in communication. They can
they wear play an important role in the way
be an indication of the emotional state
they are perceived by others. A person’s
of the person communicating. Facial
physical appearance and dress creates a
expressions include smiling, frowning,
definite impact on the communication
or raising an eyebrow. A quizzical
process. This is why many establishments
expression can show that the person has
have a uniform for employees to wear when
misunderstood or maybe has a question
at work and sometimes a strict code for hair
they want to ask. A sad expression can
styles, jewellery, makeup, and other body
be an indication that the individual
decoration such as tattoos. What assumptions
has something on their mind that may
do you make about people based on their
prevent them from being focussed on
appearance? Are they always accurate?
the matter under discussion.
››
The position in which a person sits or
stands can send out messages to those
they are communicating with. Having
crossed arms can mean ‘I’m not taking
any notice’. Leaning back can send out
messages of boredom or being relaxed,
whereas leaning slightly forward is seen
as positive as it shows interest in what
the other person is saying. Leaning too
far forward can be seen as intrusive and
intimidating. Standing turned away
from another person can show a lack of
interest.
When talking to people, non–verbal signals
as well as speech are often used, such as
gestures, facial expressions, body positioning,
and movement of the body, for example,
smiling will convey friendliness. First
impressions are often made from observing
an individual’s body language; they do not
even have to say anything at all. A person can
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16
Communications
Communications
Formal and informal communication
of information to convey? Does the recipient
You will already be used to using informal
need to take urgent action as a result of the
and formal styles of communication. In the
message?
first case, you communicate informally with
17
Team working
Most enterprises rely on team effort and co-
There are many things that an individual
friends, through text messages, conversation
Is a formal style of language necessary?
operation to deliver the desired outcomes,
can do to help build positive relationships in
and on social networking sites. In the second
Is the content of the message only likely to
whether that is a product, service or other
teams, for example:
case, you will speak to staff in your school
be understood and taken seriously if suitably
outcome.
››
or college formally, and also in professional
formal language is used, for example a bank
contexts like a bank or when applying for a
overdraft letter? Does the recipient need
A team can be defined as two or more people
job.
to be convinced of the sender’s expertise
who have set objectives, who communicate
make up 93% of all communication and
and importance through the use of formal
regularly to achieve the objectives and who
a smile communicates positive intentions
language?
determine the behaviour that is acceptable.
in all languages and cultures.
Informal communication can be defined
as a friendly, unplanned and unstructured
Speaking to people. To work effectively in
a team you must communicate.
Do you agree with this definition? Can you
››
››
Smiling at people. Non verbal messages
Calling people by name. The easiest
exchange between two people without a
The most important thing to think about
specific objective in mind. For example, two
when deciding whether to use informal or
strangers chatting about the weather at a bus
formal communication is what method and
Teams can have the following characteristics:
The reason we forget names is because
stop. Formal communication has a specific
style will best convey your message and
››
A regular membership
we don’t really pay attention and are
objective and it is often important that the
achieve your desired outcome.
››
A sense of shared purpose
thinking about what we are going to say
››
Interdependence in getting their tasks
message conveyed is very clearly defined
come up with an alternative?
person in the eye and repeat their name.
and delivered. This can be about the method
in which the communication is delivered, a
done
››
letter rather than an e-mail for example, and
the style of language used, being more formal
way to remember a name is to look the
A need to communicate and interact to
next.
››
Being a good listener. Listening is not
about waiting for your turn to talk.
achieve their objectives
››
The ability to act as a unit when required.
and structured than that used in informal
conversation.
There are two factors to consider when
deciding whether formal or informal
communication is most appropriate.
How important is the message?
Will there be serious consequences if the
message is not received and understood?
Are there complicated or important pieces
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18
››
Communications
Being friendly and helpful. To make a
friend, you have to be a friend. Don’t wait
for someone else to take action.
››
Speaking and acting as if everything you
do is a genuine pleasure.
››
Communications
19
Communication Activities
Visit our website for some printable Communication Activities.
Becoming genuinely interested in people.
You can like almost anybody if you try.
Consider “difficult” people as a challenge
or a puzzle.
››
Being considerate about the feelings of
others. There are always at least two sides
to a story.
››
Being alert and always giving a good
service.
››
Having a sense of humour, patience and
humility.
Teams can be formal or informal. For example:
››
Formal teams are created by an
establishment to carry out certain tasks.
In a hospital there will be a nursing team
responsible for looking after patients.
››
Informal teams are groups of people
formed through friendship and/or
common interest, or in a work context
for less formal tasks like research or
networking.
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