LO2. Perform Duties Following Workplace Instructions

Information Sheet 2.1: Communication Procedures and Systems

Communication Procedure

The purpose of the communication procedure is to outline the guidelines and instructions for managing internal and external communication relating to the quality management system.

The procedure aims to provide specific requirements for the internal and external communication of quality related issues and the establishment of lines of communication with various parties.

Communication Systems

Communication systems are the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders. Communication—whether written, verbal, nonverbal, visual, or electronic—has a significant impact on the way business is conducted. The basic process of communication begins when a fact or idea is observed by one person. That person (the sender) may decide to translate the observation into a message, and then transmit the message through some communication medium to another person (the receiver). The receiver then must interpret the message and provide feedback to the sender indicating that the message has been understood and appropriate action taken.

The goal of any form of communication is to promote complete understanding of a message. But breakdowns in communication can occur at any step in the process. Business managers need to understand and eliminate the common obstacles that prevent effective communication. Some of the causes of communication problems in business settings include:

• A lack of basic language skills
• Differing expectations and perceptions on the part of senders and receivers
• Selectivity or the tendency for individuals to pick and choose what they retain when they receive a message from another person
• Distractions such as ringing telephones, scheduled meetings, and unfinished reports

Communication systems are crucial in every aspect of information and idea transfer. Since several elements are involved in communication systems, care has to be taken that the chain of those elements is not broken while transferring the message.

Types of Communication System

1. Optical Communication System

When light is used to send a message from one medium to another, then the optical communication system is used. The message is transformed into signals, and the signals are transferred from the sender to the receiver.

The receiver receives the signal, decodes it, and understands and responds accordingly. The entire system of optical and communication technologies is dependent on light. For example, helicopters and airplane landings work on the same principle of the optical communication system.

Light signals are received from the base and then decide the next steps. Optical and wireless communications and systems are also used by railways and even on roads in the form of traffic signals. Green light is for go, while Red light is a signal to stop. SOS signals also use optical communication systems.

2. Radio communication system

As the name suggests, the radio communication system makes use of radio to transmit a communication from the sender to the receiver. This communication system requires the use of an antenna receiver at both ends of line communication.

The electrical signals travel and are produced with the help of an antenna, which is transmitted to the signal at the receiver end. The communication message is transferred with the help of waves.

Radio has a signal filter to filter out different signals. Information on some signals is unwanted while some signals are wanted. Therefore, radios have a tuning facility by which the receiver can tune to a particular frequency on which you can receive the intended message of the sender.

The signals are decoded by the radio and are easily understandable for the listeners.

3. Duplex Communication systems

As the name suggests, duplex communication systems involve the use of two different types of equipment to communicate with each other. These two types of equipment are used at the same time.

For example, in the video call, both the callers can see each other and talk simultaneously. The other person can hear and speak at the same time. Therefore this system of describing communication can be considered as advanced as compared to radio and light communication systems.

The process of the communication channels in the duplex communication systems takes place at the same time, while radio and light communication systems do not make this possible.

4. Half-duplex communication systems

In this communication system, unlike the duplex communication system, both parties cannot communicate at the same time. One person has to stop sending the signal to the other person and wait till the other person responds.

For example, a walkie-talkie follows a half-duplex communication system. At the end of every sentence in Walkie Talkie, the sender is expected to say ‘over’ so that the receiver can start sending feedback based on the message sent by the sender.

5. Tactical communication system

In a tactical communication system, the communication varies as the environmental condition varies in them.

Information Sheet 2.2: Lines of Communication

Lines of Communication

Open and transparent communication is a vital element in a positive workplace culture.

Good communication helps to create mutual and trusted respect in the workforce, regardless of individual roles and responsibilities, and reduces mistakes from miscommunication. It also provides opportunities for everyone to share their views and ideas, including people who need care and support.

The CQC’s ‘Driving improvement: case studies from nine adult social care services’, guide found that failing organizations tend to have cultures in which staff are afraid to speak out, don’t feel they have a voice and are not listened. They also suggest that involving staff is one of the best ways to drive improvement.

Establish good lines of communication

You should ensure your communication is clear – whether you’re discussing an individual’s care and support needs with them, agreeing appraisal outcomes with the workforce or writing the business plan.

• Avoid using jargon, acronyms or complicated words
• Consider how different people communicate for example you might need to use assisted living technologies or sign language to communicate
• Have good internal communication that’s role modelled by leaders for example an intranet, regular newsletter or workforce updates
• Involve the workforce and people who need care and support in your decision making
• Leaders could have an open door policy and be open and approachable.

Consider how people communicate in non-verbal ways, particularly where individuals have difficulties communicating, for example if they’re living with dementia or a learning disability. Assisted living technologies (ALT) are just one example of tools that can support people to communicate in different ways.

Good communication is also essential where teams are widespread, based over several sites or where members are lone workers, such as in domiciliary care and support services.

Leaders can set the example by having an open door policy, being approachable and visible, listening to their staff, praising when things go well and taking responsibility when things don’t. This will set the standard for staff to copy in their interactions with others. However, every individual is personally responsible for the tone, content and the style of delivery of the communication.

Communication tools

These tools can help ensure that everyone understands the vision, aims and objectives of the organization and their role in this include staff meetings, regular supervisions, emails, newsletters, team development days and employee surveys/feedback, employee forums.

Information Sheet 2.3: Effective Questioning Techniques

Asking questions can help you learn more about other people, different ideas and the world around you. Whether you’re a teacher, hiring manager, customer service representative, team leader or counselor, understanding how to use different types of questioning techniques can help you advance throughout your career. If you’re interested in improving your communication skills, then you may benefit from learning about some questioning techniques you can try in your interactions with others.

Why is it important to ask questions effectively?

Learning how to ask questions effectively can help you improve your communication skills and develop positive relationships with your colleagues, clients and other professionals in your network. Asking the right questions can also help you gather important information, learn new things and develop productive solutions. Developing this skill can also help you:

• Improve your interpersonal skills
• Deliver engaging presentations
• Improve your critical thinking skills
• Clarify important conversation points
• Assess other people’s knowledge of different topics
• Coach and manage other team members
• Encourage others to reflect on key points
• Diffuse tense situations
• Persuade other people to agree with you

10 Questioning Techniques

There are several types of questioning techniques you can use to improve your questioning skills. Here are 10 questioning techniques you can try:

1. Open questions. Asking open questions or open-ended questions are a great way to gather more details about a specific situation. When you ask an open question, it gives the other person an opportunity to elaborate and offer an in-depth explanation. You might choose to use this type of questioning technique if you want to learn more about why something happened, understand the circumstances of an event better or listen to someone else’s ideas. These types of questions usually begin with words like:

• How
• What
• When
• Why
• Which
• Explain
• Describe

Asking open questions can help you have more interesting conversations and build positive relationships with other people. Some examples of open questions include:

• “What happened in the sales meeting yesterday?”
• “How do you feel about the new marketing campaign?”
• “Could you explain what tools your department needs to complete this project?”
• “Who else was at the event?”
• “How did you develop this solution?”

2. Closed questions. Closed questions or close-ended questions can be useful when you need a simple answer. Often these are yes or no questions. You may use this type of questioning technique if you’re looking for confirmation about a specific topic or assessing whether someone else agrees with you. For example, if you want to ensure a new team member understands the company’s policies, you might ask them a closed question. These types of questions usually include words like:

• Are
• Did
• Do
• Should
• Could

Asking closed questions can save you time and provide you with direct feedback. Some examples of closed questions include:

• “Have you received a response from Jill about the new logo yet?”
• “Are you comfortable moving forward with this project?”
• “Where did you attend college?”
• “Can you join us for this afternoon’s team meeting?”
• “Could you pick up coffee on your way to the office tomorrow morning?”

3. Probing questions

Probing questions ask for specific details. Also known as trigger questions, you might choose to use this technique if you need clarification about a specific topic. These questions can also help you extract information from people who may not be sharing everything they know with you. Some examples of probing questions include:

• “Who exactly did you speak with about this situation?”
• “What was their exact response?”
• “How did you learn about this?”
• “Why do you need this information?”
• “Can you be more specific?”

4. Funnel questions

The funnel questioning technique begins with general questions that gradually become more specific throughout the conversation. Researchers, journalists and detectives often use this technique to gather crucial information that helps them draw conclusions about an incident or event. Beginning a conversation or an interview with general questions can also make the person you’re talking to feel more comfortable and encourage them to share more details. Here’s an example of how you might order questions using the funnel method:

• “How was your meeting with SPI Global?”
• “Do you know who your main point of contact is for their account?”
• “What was your overall impression of them?”
• “Did they have any questions or concerns about our services?”
• “What ideas are you planning to pitch them to get started?”
• “When do you plan to have your first project for them completed?”

5. Leading questions

Professionals often use leading questions during negotiations to influence the decisions of other people. These types of questions often begin with a claim and end by asking whether the other person agrees. Leading questions are also referred to as reflective questions because they encourage the other person to reflect on a piece of key information before they make their decision. This questioning technique can be a powerful tool for business leaders and sales representatives. Some examples of leading questions include:

• “I prefer Jessica’s proposal over Nathan’s because it includes a more robust advertising strategy. What do you think?”
• “If we reduce our spending on social media, we could allocate more resources toward event planning, which seems to have a greater return on investment. Do you agree?”
• “Since both options have similar features, I suggest we start with the less expensive subscription plan. Does that sound good to you?”

6. Clarifying questions

People ask clarifying questions to make sure they have the correct information. Often these questions come up at the end of a conversation, presentation or meeting to confirm important details. You might use this questioning technique to verify who is responsible for certain tasks, when the deadline for a project is or what steps your team plans to take next. This can be a great way to recap key talking points and ensure everyone understands what the discussion was about. Some examples of clarifying questions include:

• “Just to confirm, Josie is going to finish writing the copy this week so Nathan can start working on the layout on Monday. Is that correct?”
• “Before we finish our conversation, let me recap what we’ve discussed. We’re on schedule to release the book in March and we all agree on moving forward with the advertising plans we reviewed today. Cheryl’s team plans to draft a content calendar and review it with us at our next meeting after the holidays. Is that correct?”
• “Am I correct when I say the final project is due on Friday?”

7. Rhetorical questions

When someone asks a rhetorical question, they don’t typically expect a response. Instead, people use this type of questioning technique to engage with their audience and ensure they’re still listening. These questions encourage listeners to think about what the speaker is saying and develop their own conclusions. Public speakers and entertainers often integrate rhetorical questions into their presentations for this reason. Some examples of rhetorical questions include:

• “What’s not to like?”
• “Wow, who knew?”
• “Isn’t this an amazing deal?”
• “How could I have missed this before?”
• “Aren’t you glad you’re here today?”

8. Recall questions

Recall and process questions are an excellent tool to use when you want to make sure someone remembers a key discussion point or fact. If you’re teaching someone how to use a new computer program, you might ask them a recall question about how to access a certain file to ensure they understand your instructions. Some examples of recall and process questions include:

• “Do you remember what Jan said about the AMK Foundation during yesterday’s meeting?”
• “Where did you save the files for the Kennedy presentation?”
• “Do you remember how to use the new kino lights?”
• “What’s your phone number?”
• “Does Sheena normally ask for sugar and cream in her coffee?”

9. Contingency questions

Contingency questions only apply to a specific group of people. Researchers may use contingency questions to ask individuals who match certain criteria for their input. For example, if you’re researching how drinking coffee affects pregnancy, you might only question women who are expecting to have a child. One of the most common ways to use contingency questions is to include them in surveys. Some examples of contingency questions include:

• “If you’ve purchased a new vehicle in the last 12 months, what make and model did you buy?”
• “If you’re applying for colleges, what are some of the key factors you’re looking at when reviewing schools?”
• “If you attended last week’s conference, do you have any feedback you would like to share?”

10. Process questions

Process questions, also known as divergent questions, require the respondent to think critically about the situation before they answer. You might ask these types of questions if you want to hear someone’s opinion about a particular topic. Journalists and interviewers often use this questioning technique to learn more about a person’s experiences and beliefs. These questions typically don’t have a right or a wrong answer. Instead, they encourage open discussion. Some examples of process questions include:

• “What are the pros and cons of making this investment?”
• “Why do you think we should partner with MK International?”
• “What type of content do you think would resonate with our target audience?”
• “Why do you think Susan is the right person to lead the sales department?”
• “What challenges do you think we might face when we launch this initiative?”

Tips for asking effective questions

Here are some additional tips to help you ask effective questions in the workplace:

• Practice active listening. After you ask a question, give the person you’re speaking to a chance to respond. Let them know you’re actively listening to them by nodding your head, making eye contact and repeating parts of their answer back to them when it’s your turn to speak again.
• Use silence to your advantage. If you’re asking a group of people questions, pause in between each one to give them a chance to respond. This can encourage people to speak up and engage in the conversation.
• Pay attention to your tone and body language. Pairing the appropriate tone, intonation and body language with your questions can keep your audience engaged and help other people understand how to respond. Maintain eye contact and change your inflection to ensure people know when you’re looking for them to answer you.
• Be respectful. If you don’t receive the response you expect, consider asking clarifying questions to make sure you understand the other person’s point of view. Maintain a calm and professional demeanor so they feel comfortable sharing their thoughts, experiences and opinions with you.

Information Sheet 2.4: Workplace etiquette

Workplace Etiquette

Workplace etiquette is the code of ethical behavior regarding professional practice or action among the members of a profession in their dealings with each other. Utilizing etiquette in the workplace can ensure that everyone feels comfortable while being productive. The following information is intended to highlight a few main areas in which etiquette should be considered.  Please note that each person’s unique identity and culture can influence what it is they may see as ethical. Considering whom you are and the company’s expectations, this can sometimes be difficult. If you have questions or concerns about workplace etiquette, please schedule a career counseling appointment.

Workplace Ethics
Do: ► Seek and speak of the good in all who you work with. ► Treat all with courtesy and respect (co-workers, supervisor, office guests, etc.) ► Respect the privacy and personal space of others both in their space and in community areas. ► Develop a reputation for honesty and integrity. ► Take responsibility for mistakes, apologize, and present a solution. ► When someone compliments you for something done as a group, always give the group credit. ► Keep noise to a minimum; limit use of speakerphone, and keep personal music low. ► Be sure to tidy up after yourself.	Avoid: ► Lying, cheating, or stealing. ► Eating other people’s food or “borrowing” small amounts without permission. ► Using profanity, telling dirty jokes, racist jokes, or sexist jokes; additionally, discourage those who attempt to share them with you. ► Taking part in office gossip and rumor spreading. ► Making disagreements personal – focus on the situation (not the person) and be open to compromise.   Additionally: Take care of communal property (copiers, fax machines, kitchen equipment); fix what you can or alert the person in charge of such duties when necessary.
Workplace Attire	When in the workplace, it is important to project an appropriate image; present your best self.
Do wear: ► Attire that is within the dress code for your place of employment. ► Neat, pressed, clean clothing without tears, rips, or hanging threads. All buttons, snaps, or hooks should be on the garment and hems sewn in place. ► Clothing that fits appropriately. ► Clean, workplace appropriate shoes you feel comfortable walking in.	Avoid: ► Casual clothing (denim, casual, knit t-shirts), unless your company approves of casual attire. ► Attire that may be overly revealing.   Additionally: ► If wearing a tie, make sure it matches and extends below the belt line. ► If wearing perfume, cologne, or aftershave, make sure it is subtle. ► If wearing accessories (necklace, earrings, and bracelets), make sure you keep it minimal. ► If wearing nail polish, make sure it is not chipped. ► Consider keeping a toothbrush, breath mints, and deodorant in your desk for hygiene necessities.
Planning and Time Management	Good time management skills begin with planning and preparation.  Having your work tasks strategically planned out can keep you on task, enhance your productivity, and increase your ability to meet deadlines on time.
Do: ► Be punctual. ► Utilize some sort of task management method (to-do list, electronic calendar, planner, bullet journal, etc.) ► Have a pen and paper handy to write down your thoughts or helpful information as it occurs to you. ► Schedule times to take breaks throughout the day, as permitted by your employer.	Avoid: ► Taking excessive or unpermitted breaks. ► Pulling co-workers off-task frequently for non-work-related conversations.
Meetings
Do: ► Know the purpose of the meeting, prepare, and actively participate. ► Be mindful of the time, stay focused and on-task. ► Make note of action items assigned to you and develop an execution plan for completing those tasks	Avoid: ► Interruptions by being on time and silencing electronics
Interpersonal Etiquette	Interpersonal skills are the skills used by a person to interact with others respectfully.  Knowing how to respectfully interact with others in the workplace can be vital to completing tasks and projects.
Overall Do: ► Project a positive attitude towards everyone with whom you interact. ► Keep good relationships with everyone in the office. ► Utilize questions to clarify information to avoid misunderstandings.	Avoid: ► Sharing too much personal information, including religious beliefs, political beliefs, relationship issues, health issues, financial information, etc. ► Complaining and those who frequently complain. Additionally: ► If someone is confrontational with you, avoid the confrontation. Take time to cool off before you respond and focus on possible solutions, not problems. ► Only express dissatisfaction after you have taken the time to determine if the complaint is worth mentioning; additionally, be mindful of the timing and approach of your delivery.
In-person Do: ► Attempt to remember the names of those to whom you are introduced. ► Say “hello” to others in the morning and say “goodbye” at the end of the day. ► Be mindful of your volume, tone, speed, and expression. ► Choose your words carefully and avoid using um, like, you know, etc. ► When being introduced to someone, stand up, smile and make eye contact, greet the person, and shake their hand. When you introduce two people, state their names and provide a little information about each. Additionally: ► If you have difficulty remembering names, in your first few days on the job, or when you meet someone for the first time, jot down their name(s) until you remember them. ► If engaging in small-talk – when appropriate – keep it light and be inclusive of all	Telephone Do: ► Smile when you speak on the phone, it can make you sound more pleasant. ► When placing a phone call, make a few notes beforehand regarding what you would like to speak about and take notes during the conversation. ► Every time you make a call, announce your first and last name and where you are calling from unless you are very familiar with the recipient of the call. ► Explain the purpose of your call and ask the person if they have time to talk; if the person is busy, ask when would be a good time to call again. ► When answering the phone, state the name of the company or department you work in, your name, and end with a question of how you may help. ► Example, “Purchasing Department, this is Alex Smith—how may I help you?” ► Record a voicemail greeting that includes your name, department, company, and request for callers to leave a message. ► When leaving a message for someone, state your name, department, and company first, leave a brief message about the purpose of your call, and, finally, repeat your name and a number you can be reached at for a return call.
Cellphone Do: ► Use your cell phone sparingly, reserve usage for important or urgent calls. ► Turn your ringer off. ► Let non-urgent calls go to voicemail. Avoid: ► Using your phone to scroll through social media during work. ► Texting frequently during work. Additionally: ► If making/taking a call in an area where others are working, be mindful of your volume and try to keep it as brief as possible. ► If you must make/take a call, find a private place to do so, if possible.	E-mail Do: ► When sending emails, until given permission to use a first name, use titles (Mr., Ms., Dr.) to address email recipients. ► Begin messages with a salutation (Dear ____), end messages with a valediction (Sincerely). ► Make sure your message is free of misspellings, grammatical errors, punctuation mistakes, and typos. ► Use “Please” and “Thank You.” ► Be mindful of the recipient’s time and keep your messages informative yet concise. Avoid: ► Sending confidential information electronically. ► Writing in all uppercase or unnecessarily using exclamation marks; it’s similar to shouting. ► Using abbreviations, unless the recipient is fully aware of the abbreviation’s meaning. Additionally: ► The more serious the message you need to communicate, the less appropriate e-mail is as a medium.
Feedback Etiquette	Sharing and/or receiving positive and negative feedback can be uncomfortable.  It is important to keep in mind that sharing and receiving feedback is part of and vital to one’s professional improvement.
Do: ► Utilize a positive feedback method or technique when sharing feedback with others. ► Be mindful to focus on the situation and not the person. ► Offer solutions and recommendations on how a person can improve. ► Ask your boss to point out areas for improvement and growth. ► Receive constructive criticism, and evaluations, with an open mind and use them to learn and grow. ► Share positive feedback with colleagues when they have performed well.	Avoid: ► Utilizing a condescending, degrading, or aggressive tone. ► Being vague with your feedback; offer specifics. ► Addressing things in which a person has no control over changing (i.e. it may not be their job).   Additionally: ► If it is unclear as to why a person is not performing to an expected standard, have a discussion with them and avoid making assumptions. ► If you disagree with feedback or criticism you are receiving, gather proof to prove your case and present it in a timely manner to the appropriate parties.
Mentorship Etiquette	Having a good mentor is an excellent way to help you learn the ropes and maximize your career potential.  A mentor can open doors by empowering you and helping you develop and work toward professional goals.
Do: ► Prepare for interactions with your mentor to make the most of your time together. ► Come to an agreement with your mentor regarding expectations of interactions. ► Keep questions appropriate and within the work context. ► Be respectful of your mentor’s time and availability.	Avoid: ► Requesting more of your mentor than their time permits. ► Moving too quickly into a personal friendship. ► Utilizing your mentor as a personal recruiter or job hunter.
Further Advancement	As you gain experience in the world of work, you may consider advancing to higher level positions.  Going about this process in an ethical manner can make the difference between obtaining advancement or being passed over.
Do: ► Be aware of the work that is going on around you because these could be your areas of potential future growth. ► Invest time in networking with other professionals within the organization to learn about their jobs and departments. ► Learn about the company’s training program and professional development opportunities; take advantage when applicable. ► Make sure that you understand your role in contributing to the bottom line of the company and keep your eyes focused on the big picture in addition to the details of your job.	Avoid: ► Asking for a raise because you need more money; ask for a raise because you are worth more money. Additionally: ► If discussing a promotion with your supervisor, highlight what you could bring to the job; know the market for your skills, do not mention personal issues as reasons for why you should be given a promotion. ► If your work load permits, take initiative and volunteer for additional projects.