LO1. Obtain and Convey Workplace Information

Information Sheet 1.1: Effective verbal and nonverbal communication

Effective Verbal and Nonverbal Communication

Communication is the process of exchanging information and ideas. There are many means of communication. To be an effective and valuable member of your workplace it is important that you become skilled in all of the different methods of communication that are appropriate. But first, it is important to understand the communication process.

Process of Communication

Communications is a continuous process that mainly involves three elements viz. sender, message, and receiver. The elements involved in the communication process are explained below in detail:

1. Sender

The sender or the communicator generates the message and conveys it to the receiver. He is the source and the one who starts the communication

2. Message

It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be communicated further.

3. Encoding

The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc. before it is being conveyed.

4. Media

It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing. The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.

5. Decoding

It is the process of converting the symbols encoded by the sender. After decoding the message is received by the receiver.

6. Receiver

He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver receives the message and understands it in proper perspective and acts according to the message, only then the purpose of communication is successful.

7. Feedback

Once the receiver confirms to the sender that he has received the message and understood it, the process of communication is complete.

8. Noise

It refers to any obstruction that is caused by the sender, message or receiver during the process of communication. For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures, etc.

Information Sheet 1.2: Different modes of communication

Modes of Communication

  1. Verbal Communication is through spoken words and the use of speech and language to convey messages. It occurs when we speak to others. Verbal communication can be formal and informal. However, when it takes place in person, verbal communication and non-verbal communication go together.
  2. Non-Verbal Communication uses body language, facial expressions, eye contact, appearance, and sign language. Non-verbal communication complements verbal communication and also helps when words don’t help. It is an important type of communication in interviews and discussions as they value it a lot.
  3. Interpretive Communication also referred to as “one-way communication”, in this mode, the information conveyed by the sender is interpreted by the receiver in its original form. The target has to understand the message in both written and spoken form keeping various aspects in mind. For example, in a class, the learners may not understand every word said by the teacher but are expected to understand the main crux of the topic. Some of the main highlights of Interpretative Communication are:
    • Learners understand, interpret, and analyze what is heard, read, or viewed on a variety of topics.
    • This mode of communication involves interpreting the author or producer’s intent.
    • There is no alternative to the active negotiation of meaning with the writer, the speaker, or the producer.
  4. Interpersonal Communication is the process by which people exchange information through verbal and nonverbal messages. It is an unmediated mode of communication that occurs when we interact and attempt to mutually influence each other, simultaneously, in order to manage relationships. Although interpersonal communication can encompass oral, written, and non-verbal forms of communication, the term is usually applied to spoken communication that takes place between two or more individuals on a personal or face-to-face level. Examples of Interpersonal Communication include:
    • Personal Interview
    • Telephonic Conversations
    • Interactive Sessions
    • Debates
    • E-mails
    • Text Messages
  5. Presentational Communication is another type of one-way communication, which facilitates interpretation by members of another group where no direct opportunity for the active negotiation of meaning between members of the two groups exists. With this mode of communication, a person is speaking to an audience that can be rehearsed, pre-prepared, or scripted. Some of the main highlights of Presentational Communication have been given a rundown below.
    • To ensure the intended audience is successful in its interpretation, the “presenter” needs knowledge of the audience’s language and culture.
    • No direct opportunity for engaging with a larger audience exists in this form of communication.

Information Sheet 1.3: Medium of communication in the workplace

What is a medium in communication?

A medium in communication is a system or channel through which a speaker or writer addresses their audience. It’s an outlet that a sender uses to express meaning to their audience, and it can include written, verbal or nonverbal elements.

A communication medium can either be virtual or physical. It may contain more than one element or communication type, and it may address either an individual or a group of people. Some communication mediums may emphasize directness, while others may be more flexible and allow audiences to derive their own interpretations from the speaker’s message.

Types of communication mediums

Here are some common types of communication mediums with consideration for how to use them in the workplace:

1. Face-to-face communication. One of the most common types of communication in the workplace is face-to-face communication. This involves direct communication between two or more people, usually in conversation with one another. It can also include non-conversational, in-person communication, like a speaker presenting at a conference with an audience of professionals.

An in-person, face-to-face communication medium typically uses both verbal and nonverbal expressions to communicate a message. Speakers state their message and may use gestures and other nonverbal cues to emphasize their meaning and intent. Listeners receive and process the message as the speaker delivers it, and they may respond immediately with their own thoughts and questions.

The benefit of this style of communication is its immediacy. In a conversation, all parties can participate. This allows for an equal exchange of ideas without the need to wait for a response.

In-person communication may allow for more use of nonverbal cues than other types of communication as well. It can be easier, for example, to see and interpret nonverbal cues from a conversation partner when speaking face-to-face in a physical setting rather than through virtual channels like a video conference.

2. Virtual remote communication

Remote communication typically involves the use of technology to send a message to someone operating in another location. There are several types of remote communication methods, including those that involve written, verbal and visual communication styles.

For example, one common type of workplace remote communication is email. Emailing a client or another member of your organization is a simple and quick method of contacting someone remotely. Other remote communication options include conducting a video conference or phone call, sending a text or instant message or using a pager or intercom.

Remote communication is a great way to contact those working in a different location from your own. This form of communication is often less formal than a face-to-face meeting, though some may use video conferencing in place of face-to-face meetings for more formal conversations that require remote communication.

For example, an employer may establish a videoconference with a job candidate to conduct a remote interview in place of an in-person one.

3. Written communication

Although less common due to technological advancements, written communication can still play an important role in the workplace. This form of communication involves physically written notes, letters and memos. Written communication may either be formal or informal, depending on its context.

For example, leaving a handwritten note as a reminder to a co-worker can be an informal style of communication. An example of formal written correspondence may be a handwritten card written to thank a co-worker for their support. Similar to virtual remote communication, written communication involves less immediacy than face-to-face communication.

4. Social media communication

Social media communication in the workplace is more commonly used to promote messages to external consumers rather than internal employees. Many companies use social media to connect with their target consumers through advertisements and promotions.

Social media can be a great way for companies to attract the attention of customers, and it can combine various communication mediums. For example, some platforms support visual content like pictures, while others emphasize video communication. Most platforms allow users to interact in private or public chat messages, which can allow for communication between two or more participants.

Some companies or work teams may use social media for internal purposes. For example, your work team might use an instant messaging platform to quickly send messages to co-workers.

Others may use professional social media platforms to conduct outreach with potential business partners. Although social media messaging is typically less formal than other types of messaging, it can be a convenient way to communicate with an audience.

5. Nonverbal communication

In addition to spoken and written communication, nonverbal cues can help you express your message to your audience. Being aware of how nonverbal cues like tone and gestures affect your communication can help you use these elements to better express yourself to your listeners.

Often, people give nonverbal cues subconsciously when they speak to another person, but learning about these cues and how they express your ideas and feelings can help you use them to enhance your communication.

Since nonverbal cues rely on gestures and expressions, such as smiling, they can be difficult to express through some mediums. When talking on the phone or sending written correspondence, you may need to account for the lack of non-verbal cues so you can ensure your audience understands your message clearly.

When speaking to someone in person or face-to-face, be conscious of your nonverbal cues and use them to improve the clarity of your communication or make the right impression on your audience.

Information Sheet 1.4: Organizational policies

Organizations need to develop policies and procedures which reflect their vision, values, and culture as well as the needs of their employees. The organizational vision, mission, and values serve as the key for the development of the organizational policies and procedures. The policies and procedures are developed to assist the organizational management in the managing of its various activities. It includes activities related to administration, human resource, finance and accounts, procurement and sales, and marketing management. Creation, maintenance, communication, and training of the organizational policies and procedures need a considerable effort. Written policies and procedures are necessary for the effective and efficient operations of the organization. Fig 1 shows the contents of policies and procedures.

The organizational policy is a statement of principles, rules, and guidelines which the organization follows in order to achieve a desired outcome. The policy is a set of general guidelines which outline the organization’s plan for tackling an issue. It exists to communicate the organizational point of view to its employees and to ensure that actions carried out at the organization take place within the defined boundaries of the policies and procedure. Policies and procedures communicate the connection between the organization’s vision and values and its day-to-day operations.

A procedure explains a specific action plan for carrying out a policy. It is a set of actions which an employee takes to complete an activity within the confines of an organizational policy. It exists as a reference for employees to understand their roles and responsibilities. Procedures tell employees how to deal with a situation and when. Using policies and procedures together gives employees a well-rounded view of the organization.

All policies and procedures written by the organization are combined into one document called a policy and procedure (P&P) manual. Maintenance of the P&P manual which is the act of writing or revising documents within it is an on-going effort. It is known as maintenance cycle. Combining all current policies and procedures into a P&P manual creates a centralized location for the employees to easily access of the policies and procedures pertinent to their role within the organization. Further, implementation of policy and procedure maintenance helps to ensure that policies and procedures are current and are easily accessible. It can also support the successful integration of policies and procedures requirements throughout an organization. Maintenance cycle of policies and procedures is shown in Fig 2.

Policies can cover many areas, including:

  • Safety
  • Hours
  • Dress code
  • Use of company assets
  • Activation of employee benefits
  • Guidelines for turning in paperwork
  • Harassment
  • Diversity in hiring
  • Issuing employee warnings
  • Filing grievances

Policies Explain Unique Procedures

Some corporate policies explain to employees how to operate at a specific company. For example, the company might have specific dates for enrolling in benefits programs, requesting vacation time or filing a grievance. The company might have specific procedures for managers, such as issuing verbal and written warnings, handling year-end reviews, giving raises and terminating employees.

Policies Explain Legal Requirements

Businesses can’t assume their employees know all labor employment laws. They can protect themselves by educating employees on state and federal rules and requirements. This can include guidelines for safety practices, hiring policies, harassment, data security and discrimination.

This is one reason why it’s a good idea to have your employees sign a document that states they read your policy guide, understand the contents and agree to its terms. Under these conditions, an employee won’t be able to say they were unaware of these policies.

Policies Can Reduce Costs

In a business where employees travel on behalf of a company, the company might have policies for submitting travel budgets and getting airfares, hotels and rental cars approved before the trip. In some cases, the company HR department might make travel arrangements. This reduces instances of employees booking travel based on personal rewards points rather than choosing the most economical options.

The company might have policies for submitting expense reports, including how to submit receipts. For example, the company might require hotel receipts rather than copies of credit card statements because the business can check to see if the employee charged room service, meals and minibar items.

Policies Can Improve Operations

Some policies are intended to help employees understand how to begin and end their shifts, submit work orders, use hardware and software, and perform other tasks that help the company run smoothly. For example, restaurants often have a policy that staff uses a pre-shift checklist to perform all tasks necessary to prepare for the upcoming shift. The employee must then follow an end-of-shift checklist to make sure everything is ready for the next shift.

Policies Can Be Temporary

During the COVID-19 pandemic, many businesses implemented state and federal policies to handle social distancing, masking, disinfecting and other safety procedures. Businesses also implemented their own procedures for keeping workplaces safe – many used tips suggested by the Centers for Disease Control and Prevention. These policies were added to the main body of companies’ policy guides and could be changed or removed as needed.