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WORK PLACE COMMUNICATIONS (CHAPTER 11) Photocopy pp 118 – 123 Student workbook pp 79 – 88 Effective communication is essential in all workplaces. Rarely is communication in the work place as good as everyone would hope Everyone in the workplace has to play some part in making communication effective Communication serves countless purposes and takes many different forms Communication is above all else a give and take process if a message has not been received there is no communication STIR To say ‘I have emailed them” does not mean you have communicated There could be many reasons why people have not received your message I didn’t read my emails today The server was down There was a power outage in my building I left my laptop at home When emailing you need to attach a send receipt so that the sender knows who has read the email and who is yet to receive communications A person needs to respond via receipt or verbal interaction to say they understand what is being communicated at any given time STIR Communication has two important roles in the workplace the transmission of information the maintenance of good personal relationships These two roles of communication are important whether communication is internal (in the workplace) or external (dealing with customers, suppliers or general public) Effective communication is absolutely essential in any situation requiring teamwork: members of a team have to know what is going on and have to be able to express their ideas to other members of the team. Communication is also vital to maintain good relationships between team members STIR PURPOSES OF WORKPLACE COMMUNICATION Effective communication in a work place is needed for: Covey and follow instructions about work to be done Explain and learn how to do particular tasks Organise the supply of inputs and other production needs Convey and discuss information about matters such as occupational health and safety, social functions, training and professional development Organise work teams Respond to various workplace documents, such as travel allowance claims, tax forms and personal information forms STIR PURPOSES OF WORKPLACE COMMUNICATION (cont) Design forms or other systems to collect information needed in the workplace Locate and store information Ask questions when instructions are not understood Make suggestions for improvements Do business with customers Promote products Express desires image or culture of the organisation Participate in a work group or team STIR FORMS OF WORKPLACE COMMUNICATION Page 80 of your work book shows a model of workplace communications which you should be familiar with However there are two forms which will be defined further INFORMAL NETWORKS This takes place in the staff rooms and other social domains of the workplace or external social settings “Workmates” frequently offer assistance or advice to each other They share information and views on workplace issues This type of communication is referred to as the “GRAPEVINE” The grapevine can carry both reliable and unreliable information and gossip Smart employees’ double-check information obtained through informal networks STIR E-MAIL During the last few years e-mail has boosted the informal network of communication E-mails are the most widely used aspect of the internet You can communicate internally or globally In order to use the internet you need to have: A computer linked to the internet An ISP account An e-mail address E-mail software Fairly basic and you all should know this STIR LANGUAGE SKILLS (See diagram page 80 of your work) Language skills are central to all forms of communication Clear, energetic and courteous speech is of paramount importance to an employee Not only do these things convey the message but demonstrate intelligence and dynamism Verbal communication needs to be appropriate to the work place Your voice needs to be heard and understood And you need to understand what is being said Your English must be clear, straightforward and comprehensible STIR Many people believe that written English is not important unless you are in a high position or need to create some kind of documentation This is to some extent true but most employers’ demand a functional level of literacy They obtain you literacy standards from job applications, interviews and portfolios Some employers require you to fill out forms when you arrive for an interview These forms primarily your ability to understand and respond to clear statements STIR Regardless of where you work you will be forwarded some form of written documentation that requires you to act A process worker may receive A request to prepare work for checking by quality assurance officers Notification of a fire drill and procedures to follow A request to fill out tax details or personal information forms A persons working life inevitably involves a great deal of form filling to enable efficient administration STIR If your job is in the service sector, where you are dealing with customers, then a professional manner of speech must be used Customers expect respect and to have their business discussed in an intelligent, informative fashion It is not appropriate to use slang or offensive language An important skill for you to develop is observation When you enter a workplace you should make you self aware of what is going on around you Observe the language used and be sensitive to those indicators By doing this you can avoid unacceptable speech and behaviour STIR BODY LANGUAGE (See diagram page 80 of your work) Communication is not only in words Many messages are conveyed by signals other than spoken English This is called BODY LANGUAGE For example, consider your job interview The first impression you make can greatly affect your chances at getting a job The first impression is formed in the first 10 seconds of you walking in to a prospective job Even before you open your mouth STIR POWERFUL BODY LANGUAGE INDICATORS Body contact – when people touch, shake hands or brush up against each other Important messages about relationships are conveyed The place, time, manner and person are all part of the message Proximity – we send messages according to how closely we approach someone. Standing within a meter is considered intimate Within 2 meters personal Over three meters public Actual distances vary between cultures, in Arab cultures the difference between intimate and personal can be as little as half a meter STIR POWERFUL BODY LANGUAGE INDICATORS (cont) Orientation – how we position our selves when we communicate Facing someone can indicate either intimacy or aggression Being at a 90-dregree angle indicates co-operation Moving away indicates lessening interest Facial expression and gestures – the hands, arms, head and feet are the main transmitters of gestures. They are closely coordinated with speech and facial expression to supplement verbal communication Intermittent up and down gestures of the hand indicate an attempt to dominate More fluid circular hand gestures attempt to win sympathy or explain events Apart from these there are specific hand gestures such as the victory sign which STIRconvey particular messages POWERFUL BODY LANGUAGE INDICATORS (cont) Appearance – sends messages about personality, social status and, in particular, conformity. Appearance can be divided into two categories Voluntary control – hair, skin, bodily paint and adornment Less controllable – height, weight Posture – they way we sit, walk and stand can communicate an interesting range of meanings. Frequently concern3ed with interpersonal attitudes of friendliness, hostility, superiority or inferiority. Posture can also indicate you emotional state: degree of tension or relaxation. Your face may hide how you feel but your body posture can give you away Eye movement and contact – when and how long we meet our eyes during communication is an important relationship indicator, especially in submissive and dominating roles STIR PRESENTATIONS As you progress in the workplace you may be called upon to give presentations or run seminars You need to develop some important public speaking skills There are many services that can teach you these skills All presentations need to be: Dynamic Well package to maintain interest Appropriate to the level of experience and interest of the audience STIR When practising your delivery you need to be aware of your voice and consider the five “P’s” Pitch Pace Power (volume) Pause Phrasing These should also vary to maintain interest and meaning STIR Good presenters consider the following Be aware of your body language Appear relaxed and approachable Make eye contact with listeners Avoid visually distracting gestures Time your presentation so you are not rushing to finish When you have finished allow time for questions from your audience Photocopy pp 118 – 123 Student workbook pp 79 – 88 STIR