LO3. Complete Relevant Work-Related Documents

Information Sheet 3.1: Effective Verbal and Non-Verbal Communication

Effective verbal and non-verbal communication
Author: Simone Kohl
April 28, 2021

“You can’t “not” communicate” – that’s what Paul Watzlawick said. Therefore, as a team, it is important to communicate effectively – verbal and nonverbal.

Paul Watzlawick was born in July 25, 1921 in Villach, Carinthia, and an Austrian philosopher, psychotherapist and communication scientist. Paul Watzlawick established 5 basic rules (pragmatic axioms) that explain human communication and show its paradoxes:

You cannot not communicate
Every communication has a content and a relationship aspect
Communication is always cause and effect
Human communication uses analog and digital modalities
Communication is symmetrical or complementary

We have summarized what we have learned about this here:

Types of communication

There are different types of communication, namely nonverbal communication and verbal communication.

Non-verbal communication

People also communicate without words. This means that if you look silently at your counterpart without saying a word, you are still communicating.

Most communication takes place nonverbally, through gestures, facial expressions or our body posture. Therefore, it is useful to look at what this form of communication means and how the behavior is interpreted by the other person.

This kind of communication is possible through looks, facial expressions, gestures, our appearance like clothes, hair, make-up or our posture. In order for these to reach the other person, he must receive and process the signals through his senses. As with verbal communication, there is also a sender (who sends the message) and a receiver who decodes the message. In the process, many misunderstandings can occur. Sometimes, for example, our nonverbal communication does not match our verbal communication, meaning we are not coherent (i.e. the same in facial expression and verbal expression). Or our “look” is misinterpreted (decoded) by the receiver (our counterpart).

Verbal communication

Verbal communication is the oral or written exchange between people and consists of speech and sounds. There is an exchange between the receiver and the sender. There is a sender who sends the information, for example, through speech or writing in the form of a code. The task of the receiver is to decode this code. This can lead to misunderstandings.

Another axiom of Watzlawick is: digital communication analog communication. Human communication includes both digital and analog modalities. The digital component means what we say. It is the literal meaning of what we say. The analog component refers to how we say it. Problems arise when what we say sends a different message than what we show with our body language.

We tend to believe the nonverbal message is true. Therefore, it is important that we are consistent with what we say and how we say it.

Example: our supervisor tells us we did a good position, but says it in an angry tone. You might be confused about what he/she really means because of the nonverbal communication. You might wonder if he/she is being sarcastic, if he/she is jealous, if he/she is upset, and we might end up feeling like we didn’t really do a good position.

Tip: To ensure the free flow of communication, no matter what type of relationship you find yourself in, you need to be aware of these differences when you talk to your team or teammates. Becoming aware of these things is the first step to ensuring that we communicate effectively.

How can we communicate more clearly and better?

Be open to the other person’s communication
Asking questions so that there are no misunderstandings, but in a requesting and not demanding way
Always talking about it when something was not clearly understood
Share information
Don’t be shy – ask!

Information Sheet 3.2: Different Modes of Communication

1. 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.

2. Interpersonal Communication

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

3. Presentational Communication

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.

4. Linguistical or Alphabetic Communication

As one of the popular modes of communication, Linguistical or Alphabetic Communication mainly refers to written or spoken communication where the sender conveys their message through writing on paper or through speaking.

Examples: Text messages, audio messages, emails, speech, notes and lists, etc.

5. Gestural Communication

Gestural Communication has its quintessential emphasis on body language and physical movements to communicate messages. Sign Language is the best example of the gestural mode of communication as those who can’t talk or hear are able to communicate best through their gestures and have their own set of unique languages to converse. While this mode of communication is mainly combined with spatial, aural or linguistic ones, it can also be used individually given that both the sender and receiver have common points of reference and meanings to have an understandable communication.

6. Aural Communication

As the name suggests, oral communication uses audio mode to convey messages whether it is through sounds or spoken audio. The speaker’s voice and pronunciation need to be clear and precise with no background noise.

Example: Radio, audio messages, music, recordings, songs, audiobook.

7. Visual Communication

Visual Communication can be simply termed non-verbal communication as it comprises visual messages from the sender to the receiver. It is one of the oldest modes of communication when the ancient people didn’t know a language to communicate with, it is through pictures, drawings and symbols that they were able to talk and converse with each other.

Examples: Pictures, Videos, Charts, Graphs, Symbols

8. Spatial Communication

Spatial Communication elaborates upon the use of physical space in the text as well as its overall structure to convey certain meanings and messages. The physical layout of any written text is deliberately designed to make it look a certain way and adhere to a particular theme. Websites also use this unique mode of communication in choosing a certain font, style, design and layout to make any website user-friendly and more interactive.

9. Multimodal Communication

Multimodal Communication can be simply referred to as communication through varied modes such as verbal, written, gestures, etc. There are different modes of multimodal communication and it is popularly used in higher education to accentuate the learning experience for students.

10. Various Cultural and Intercultural Modes of Communication

Several cultural modes of communication are specific to each area and culture. It can be symbolic usage of actions, body language, etc. The culture of a person is not just what they eat or wear but also how they communicate.

Information Sheet 3.3: Workplace Forms and Documents

Common Business Documents Used in the Workplace

Business documents are files of various types that record various details regarding an organization’s internal and external dealings. They’re usually essential for a company’s management, as they provide the information needed to properly run it as well as details of various transactions with other parties. Depending on their format, business documents can have a physical form or a digital one.

1. Contracts

Companies often agree to collaborate with other parties, for reasons such as sales, purchases, licensing or any other type of agreement. The exact details behind these collaborations are recorded with contracts that are signed by both parties and constitute an obligation for everyone involved to fulfill their agreed obligations. Contracts are legally binding and legally enforceable.

2. Documentation of bylaws

A company’s documentation of bylaws is a set of internal rules and regulations that its management has established, with the purpose of letting all employees know what the agreed-upon standards and practices are. It usually outlines the company’s managerial structure, potential governance issues and the individual role of each employee in the organization’s well-being. They’re not always legally required but are usually helpful for any type of organization.

3. Non-disclosure agreement

These agreements are signed between an organization and various other parties, such as employees, business partners, contractors and freelancers. Their purpose is to safeguard the company’s essential information, such as details regarding various projects, client lists, financial records or future strategies, by having the other parties agree not to disclose them. They can be crucial for an organization’s well-being, as they can preserve its competitive advantages.

4. Employment agreement

This document is signed each time a company hires a new employee. It covers both the employee’s duties and role within the company as well as the company’s obligations toward the employee. They’re essential in maintaining good relationships between organizations and their employees and can be used by both parties in a court of law to act as proof that the other party has failed to fulfill its obligations.

5. Business plan

The business plan is often the first document created by a business owner. It’s a plan that outlines what the company aims to achieve, what the timelines for its objectives are and how to achieve them. Creating an effective business plan usually requires thorough research of the competition, target audience and the market as a whole.

6. Financial documents

Managing the budget is often a major part of ensuring an organization’s long-term success. Financial records such as balance sheets, income statements, bank statements, receipt records and payroll reports help the organization’s management keep track of all income and expenditures, ensuring the company’s financial health. They’re also used to create annual financial reports to analyze the organization’s financial performance during that year.

7. Transactional documents

Similar to financial documents, transactional documents help the organization’s management maintain a healthy budget. They include all documents issued as a result of a transaction, such as invoices, receipts and payment orders. Keeping track of them helps the company know the funds going in and out at all times.

8. Compliance and regulatory documents

Depending on the industry in which the company operates, it may require proof that its operations are conducted within certain regulatory limits and standards. Compliance and regulatory documents act as proof that the company is within all regulatory boundaries. Most of these documents refer to the treatment of employees, compliance with tax regulations and conducting operations according to industry and environmental standards.

9. Business reports

Business reports are documents that help the organization’s management gain insight into various internal aspects. They outline various elements regarding the company, its transactions, employees, contractors and other relevant information, helping management make informed decisions. They can also show the organization’s business situation to potential investors.

10. Minutes of business meetings

Keeping minutes of the company’s most important meetings can help everyone involved analyze what was discussed and the validity of the decisions made. This can clear up any uncertainties and disagreements by showing exactly what was said, in unambiguous terms. Effective meeting minutes often include as much information as possible, including a list of everyone attending the meeting and their vote on various decisions.

11. Contractor agreements

Whenever an organization hires a contractor, the two parties need to clearly outline the details of the collaboration. Some of the most often-included information in such an agreement is regarding who owns the completed work, what the deadline is and the amount owed to the contractor. It may also contain details regarding quality standards.

12. Business insurance

Business insurance is a way for companies to protect themselves against various risks. Some of the most common business risks are major business losses, natural disasters, catastrophes, accidents and theft. A business insurance document is a file where the organization keeps different insurance policies that cover various risks.

13. Partnership agreement

Partnership agreements are contracts signed between two or more individuals who decide to start a business together. It clearly specifies each party’s responsibilities and shares of both profits and losses. Its role is to facilitate relationships between partners and act as a binding document in case of a disagreement.

14. Company policy

A company policy document outlines all its policies regarding various subjects, such as health and safety, the conduct of its employees, the salary for each role, behavioral guidelines, disciplinary measures and any other rule or regulation internally set by the organization. Its main role is to act as a point of reference when employees require guidance on how to handle certain situations. It can also act as a quick way to resolve various internal disputes.

15. Trademark

A trademark is a document that protects an organization’s intellectual property, specifically various elements that differentiate it from other companies. It can refer to any element associated with a brand, company, product or service, such as symbols, phrases and logos. A trademark that has been registered with the proper authorities makes anyone who copies any element under the respective trademark legally liable.

16. Franchise agreement

Some companies choose to outsource their brand and business practices to other parties in the form of franchises. A franchise agreement is a contract that’s signed by the franchiser and the person who wishes to open a franchise and outlines the conditions in which the latter can open their business. The document typically includes details on how the franchiser would help the franchisee with technical and operational support as well as how the franchisee would compensate the franchisor and the duration of the agreement.

17. Employee stock option agreement

Employee stock option plans are stocks that the organization offers its employees at discounted prices. The reason is usually to motivate employees, as the company’s success is usually proportional to its stock price. The document clearly specifies the number of allocated shares, their initial price and any other essential detail regarding the agreement.

18. Board resolutions

The decisions that a company’s board takes during its meetings are recorded as board resolutions. They can refer to many aspects of the company, such as how it allocates its resources, a potential expansion, the addition of a new board member and other major decisions for the organization. Most board resolutions require a unanimous decision by board members.

19. Online terms of use

Although not always required by law, an organization’s website should have its own terms of use. This helps the company avoid liability in case any content on the website or its hyperlinks is incorrect. It also regulates what visitors can post on your website, when applicable.

20. Business pitch deck

A business pitch deck is a presentation that new companies usually create that outlines the organization’s main characteristics, qualities and aspirations. Its purpose is to be presented to various interested parties, such as clients, potential investors and shareholders. Some of the most commonly encountered elements of a pitch deck are details regarding employees, competitive advantages, issues, solutions, goods, services, market predictions and required investments.

21. Business license

Depending on a company’s areas of activity or geographical location, it may need one or more permits issued by government agencies in order to function. Each state usually has its own licensing terms, with the location of the company’s headquarters typically dictating which local license is required. Business licenses are crucial documents for an organization, as it would be illegal to operate without them.

Information Sheet 3.4: Organizational/ Workplace policies

A workplace policy clearly defines an organization’s expectations regarding employee behaviour and performance. A workplace procedure tells employees how to implement those policies. When used together, policies and procedures give employees a well-rounded understanding of their workplace. In this article, we discuss some examples of policies and procedures in the workplace.

Examples of Policies and Procedures in the Workplace

1. Code of conduct

A code of conduct is a common policy found in most businesses. It is a set of rules that companies expect employees to follow. The rules establish the expected behavioral standards for all employees.

A code of conduct policy may cover the following:

Attendance and absence
Employee behavior
Company values
Break and mealtime policies
Confidentiality
Use of company property
Use of social media
Plagiarism
Travel policies
Conflicts of interest
Client interaction
Dress code
Reporting misconduct.

2. Recruitment policy

A workplace recruitment policy outlines how the company hires new people. It sets out the hiring process and aims to promote consistency in the recruitment process.

It’s an important document for employees to access and may cover the following things:

Internal and external hiring preferences
Equal opportunity and anti-discrimination
Job description and advertisement templates
Selection process and timeframe
How to review resumes and cover letters
The expected amount of short-listed applicants
How to check references
How to select a suitable candidate and offer the job.

3. Internet and email policy

This policy outlines how companies expect employees to use their email accounts and the internet. It helps to save time and promote efficiency. It also sets up procedures to minimize risk, which is especially important for secure networks.

An internet and email policy may cover the following things:

Internet access rules
Appropriate online usage
Controls on misuse of the internet
Restrictions on web browsing
A security protocol for online data
Download rules
Social networking rules
Work email usage rules
How to frame emails to colleagues
Work email usage at home or outside the office.

4. Mobile phone policy

A mobile phone policy covers the rules of mobile phone usage in the workplace. It may cover personal mobile phone usage as well as work mobile phones. This policy in the workplace will provide employees with a comprehensive set of rules about when and how they are allowed to use their mobile phones. This sort of policy is set up to promote productivity and reduce distractions.

It may cover the following:

When you can use your personal mobile phone
Where you can keep your personal mobile phone during office hours
Rules surrounding personal phone calls
How to use your work mobile phone
What is and isn’t acceptable use for your work mobile phone.

5. Smoking policy

A smoking policy covers a workplace’s rules regarding smoking and tobacco use. Many companies do not allow smoking on their premises. It’s important for employees to know where and when they can smoke, if applicable.

A smoking policy may cover the following:

Whether smoking is allowed
Designated smoking areas
Smoking breaks
Smoking off-site.

6. Drug and alcohol policy

This type of policy covers a company’s rules regarding drug and alcohol use. It may mention procedures for dealing with rule-breaking. It may also mention the procedure for dealing drug testing.

A drug and alcohol policy is usually a strict list of rules that may cover the following:

A company’s tolerance to drug and alcohol use
Drug testing rules
Alcohol use rules (i.e., Friday drinks)
Procedure for dealing with intoxicated individuals.

7. Health and safety policy

This type of policy covers a company’s obligations under work health and safety laws. It is an important policy because it establishes how employees are protected.

Such a policy may cover the following:

Risk Assessment
Employee Safety Training
First Aid Information
Equipment Maintenance
Safe Handling Of Materials And Substances
Supervision Rules
Delegation Of Authority
Accident Training
Physical And Mental Health Information
Monitoring Hazards
Emergency Procedures.

8. Anti-discrimination and harassment policy

An anti-discrimination and harassment policy is important to promote a healthy and positive workplace for all employees. One of the key things to include in this policy is education. Education is one of the best ways to prevent discrimination and harassment.

This type of policy may cover the following:

Procedure for employee complaints
Education and training for employees
Provide a clear definition of discrimination and harassment
Guidelines for dealing with discrimination and harassment
How management expects to respond to complaints
Confidentiality information.

9. Grievance handling policy

A grievance-handling policy is particularly important for employees. A grievance is a formal complaint made by an employee towards an employer. This policy can outline your rights as an employee and how the company expects to respond to your grievance.

The policy can cover the following:

Procedure for submitting a formal grievance
Company policy regarding response
Procedure for investigating the grievance
Time frame
Confidentiality
Possible outcomes
Appeal information.

10. Discipline and termination policy

A discipline and termination policy establishes how a company may handle employees who don’t follow its policies. It demonstrates consequences and possible dismissals. This type of policy is important for employees as it lists their rights in terms of discipline and termination.

This policy may cover the following:

Procedure for dealing with incidents that go against company policy
How a company responds to rule breaks
Your rights to appeal discipline
Procedure for an investigation into incidents
Reasons for termination
Pre-termination procedure
How to tell an employee they have been let go
Post-termination procedure.

Information Sheet 3.5: Communication Procedures and Systems

The communication system is a system which describes the information exchange between two points. The process of transmission and reception of information is called communication. The major elements of communication are the Transmitter of information, the Channel or medium of communication and the Receiver of information.

Types of Communication Systems

Depending on signal specification or technology, the communication system is classified as follows:

(1) Analogue

Analogue technology communicates data as electronic signals of varying frequency or amplitude. Broadcast and telephone transmission are common examples of analogue technology.

(2) Digital

In digital technology, the data are generated and processed in two states: High (represented as 1) and low (represented as 0). Digital technology stores and transmits data in the form of 1s and 0s.

Depending on the communication channel, the communication system is categorized as follows:

1. Wired (Line communication)

Parallel wire communication
Twisted wire communication
Coaxial cable communication
Optical fiber communication

2. Wireless (Space communication)

Ground wave communication
Skywave communication
Space wave communication
Satellite communication

Examples of Communication Systems

The following are a few examples of communication systems:

Internet
Public Switched Telephone Network
Intranet and Extranet
Television

Elements of Communication Systems

The definitions of the terms used in the communication system are discussed below.

Information

Message or information is the entity that is to be transmitted. It can be in the form of audio, video, temperature, picture, pressure, etc.

Signal

The single-valued function of time carries the information. The information is converted into an electrical form for transmission.

Transducer

It is a device or an arrangement that converts one form of energy to the other. An electrical transducer converts physical variables such as pressure, force, and temperature into corresponding electrical signal variations. For example, a microphone converts audio signals into electrical signals. The photodetector converts light signals into electrical signals.

Amplifier

The electronic circuit or device that increases the amplitude or the strength of the transmitted signal is called an amplifier. When the signal strength becomes less than the required value, amplification can be done anywhere between the transmitter and receiver. A DC power source will be provided for the amplification.

Modulator

As the original message signal cannot be transmitted over a large distance because of their low frequency and amplitude, they are superimposed with high frequency and amplitude waves called carrier waves. This phenomenon of superimposing of message signals with a carrier wave is called modulation, and the resultant wave is a modulated wave which is to be transmitted.

There are different types of modulation, and they are explained below:

Amplitude Modulation (AM) – The process of changing the amplitude of the signal wave by impressing or superimposing it on a high-frequency carrier wave, keeping its frequency constant, is called amplitude modulation.
Frequency Modulation (FM) – Frequency modulation is a technique in which the frequency of the message signal is varied by modulating with a carrier wave. It is better than amplitude modulation because it eliminates noise from various sources.
Phase Modulation (PM) – The phase of the carrier wave changes the phase of the signal wave. The phase shift after modulation is dependent on the frequency of the carrier wave as well. Phase modulated waves are immune to noise to a greater extent.

Transmitter

It is the arrangement that processes the message signal into a suitable form for transmission and, subsequently, reception.

Antenna

An antenna is a structure or a device that will radiate and receive electromagnetic waves. So, they are used in both transmitters and receivers. An antenna is basically a metallic object, often a collection of wires. The electromagnetic waves are polarized according to the position of the antenna.

Channel

A channel refers to a physical medium such as wire, cables, or space through which the signal is passed from the transmitter to the receiver. There are many channel impairments that affect channel performance to a pronounced level. Noise attenuation and distortion, to mention the major impairments.

Noise

Noise is one of the channel imperfections or impairments in the received signal at the destination. There are external and internal sources that cause noise. External sources include interference, i.e. interference from nearby transmitted signals (cross talk), interference generated by a natural source such as lightning, solar or cosmic radiation, automobile-generated radiation, etc. The external noise can be minimized and eliminated by the appropriate design of the channel and shielding of cables. Also, by digital transmission, external noise can be minimized.

Internal sources include noise due to random motion and collision of electrons in the conductors and thermal noise due to diffusion and recombination of charge carriers in other electronic devices. Internal noise can be minimized by cooling and using digital technology for transmission.

A different cable design.
Proper design of the channel.
Use digital transmission
Using BPF or LPF at the receiver side.

Attenuation

Attenuation is a problem caused by the medium. When the signal is propagating for a longer distance through a medium, depending on the length of the medium, the initial power decreases. The loss in initial power is directly proportional to the length of the medium. Using amplifiers, the signal power is strengthened or amplified so as to reduce attenuation. Also, digital signals are comparatively less prone to attenuation than analogue signals.

Distortion

It is also another type of channel problem. When the signal is distorted, the distorted signal may have a frequency and bandwidth different from the transmitted signal. The variation in the signal frequency can be linear or non-linear.

Receiver

An arrangement that extracts the message or information from the transmitted signal at the output end of the channel and reproduces it in a suitable form as the original message signal is a receiver.

Demodulator

It is the inverse phenomenon of modulation, i.e., the process of separation of the message signal from the carrier wave takes place in the demodulator. The information is retrieved from the modulated wave.

Repeaters

Repeaters are placed at different locations in between the transmitter and receiver. A repeater receives the transmitted signal, amplifies it and sends it to the next repeater without distorting the original signal.

Information Sheet 3.6: Technology Relevant to the Enterprise and the Individual’s Work Responsibilities

Here are several digital workplace technologies that make up the core for most organizations. Many have been in the market for a long time, and have reached a plateau in the innovation curve. Others are much newer and will take a lot of strategy to figure out how to incorporate across the organization.

1. Document management

The amount of data that is created is on the rise each day. Your organization might produce anywhere from dozens to hundreds of thousands of new documents, spreadsheets, forms, and videos every day. Information about employees, business, customers, operations, marketing etc. should be keep it organized for easy accessibility and timely insights.

A document management system in the cloud can be the best way to manage data. They also serve other purposes apart from managing data. They can be adaptive learning platforms for employees where they can access the information they need in the right sequence. Power search features in these platforms have made it easy to access any file across the organization. Employees can also collaborate easily over all forms of data.

Document management systems have evolved into robust products that even offer analytics capabilities for all structured data.

2. Work management

Automation of processes is a basic necessity for organizations trying to be more agile. You can save a lot of time and resources by identifying standard processes in each department and automating them. Automation technology you should offer maximum flexibility to help you design workflows while controlling visibility permissions.

The ability to design user-driven workflows on a case-by-case basis is the second requirement of a workflow tool. Similar to repetitive processes, every department has certain unpredictable workflows that need to be tracked. Customizable case and project management tools can help almost every department manage ad hoc requests which need human intervention at each stage.

Employees should be able to plan, coordinate, manage, and execute work. You can no longer just give employees email, word processing, slides, and spreadsheets and expect them to be effective. Project and process management have become essential to getting work done.

Tools that address work management should be intuitive, and provide room for teams to huddle before their project, execute with optimal collaboration, rectify errors, and evaluate results. These requirements can be met by a wide range of functionalities like chat, email, voice and video calls, meeting solutions, file sharing, etc. The tools should enable employees to manage tasks, projects, and network internally with ease.

Getting maximum functionality could also mean choosing multiple tools. Decision makers should carefully pick out the tools that provide most of the required functions in the same tool. In addition to saving costs, it also helps employees be more productive by reducing tab switching and having contextual discussions.

3. Collaboration and communication

Enterprise social networking is an important sector for an organization in the long run. Apart from employees being able to share news and any relevant information, it can be a great tool to study the engagement of teams and individuals in the digital workplace. Thoughtfully designed workplace social networks can also help avoid distractions by showing algorithm-based relevant posts and not ringing notification bells all the time. People can practice a healthy digital culture by understanding and respecting digital skills and boundaries.

Chatbots are becoming increasingly prominent in both internal and customer-facing situations. They can either be simple, algorithm-based responses, or sophisticated AI-based algorithms that have a wider scope to understand language and conversations.

When used internally, chatbots offer a better employee experience by offering them self-service capabilities for HR and service desk functions. It lightens the load on IT teams by increasing the accessibility of resources.

Chatbots for customer support is where most of its potential lies. They can reduce customer service costs by 30%, while giving a better experience for customers. Response time for queries decrease, and support technicians can spend more time attending to unique challenges that arise by automating routine questions.

Team collaboration is increasingly becoming an essential technology with more and more of the workforce being distributed through remote work and flexible work hours. Teams are now more connected and have a wider network as opposed to a hierarchical setup that dictates work to people. The responsibilities of today’s leaders lie in creating this atmosphere, and working relentlessly towards making it more efficient.

4. Solution building with no-code development

Today, employees are increasingly being given the authority and control over their work. But to truly empower them digitally, employees and mid-level leaders should be given the ability to develop solutions for their requirements on their own.

When IT teams are expected to build tools, timelines get longer. They need to study and understand business requirements before they start building the tools and apps. Skill dependency can be reduced if the business knowledge and power to build solutions is with the same person. You can deploy low code platforms across the entire organization to help departments build their own applications for any business case.

5. Cybersecurity

Ever since data breaches have become bigger concerns, IT leaders have been continuously trying to increase security while providing more spectrum for employees to flex their digital boundaries. Cybersecurity is a built-in element of all cloud based applications. Cloud has reached a position where it is now a more secure mode of data storage than on-premise.

Breaches happen from both sides of the wall–internal and external. Internal breaches can be prevented by identifying and creating restrictions (data policies) for sensitive data, and also deploying network, device, and application monitoring systems.

Email phishing is the most common channel of external malware attacks. Educating employees about best practices and delegating a sense of responsibility towards data security can greatly help prevent breaches.

6. Data analytics

Analytics capabilities are now available from most application vendors as an add-on. Data analytics can provide insights both on an individual scale (employees and customers) and with respect to the workplace as a whole. The power of analytics can be given to end users without assuming any prior knowledge of data sciences.

When used at an individual level, it can provide information about the area of expertise of each employee. Leaders can learn to manage their teams quicker than before when they understand their skills, and interests of individuals. They can also identify skill gaps with a little more visibility.

With analytics tools becoming more and more powerful, leaders need to pool the data generated in each and every business process effectively. Grouping data in fewer tools is a great way to ensure that data remains sorted. This will also save a lot of data migration costs in the future when better tools need to be adopted.

New technologies for additional control and insights

The following technologies are currently gaining popularity in the workplace technologies market. They are not immediately absolutely necessary, but they should be on your radar and you can start to plan for how you will use them.

Next level of AI

Sentiment analysis is an emerging technology finding applications in marketing, customer support, and also internal purposes. By analyzing text using NLP, very precise predictions about the emotions of a person can be made. In marketing, thousands of reviews can be accumulated to study the overall feel of what the customers think of the products. Customer support technicians can use sentiment analysis to determine which tickets need their immediate attention by separating angry customers from general queries. Sentiment analysis can also study employees’ behaviors on digital apps based on certain metrics like rage clicks and frequency of hitting certain buttons. It can be a great instrument to study and improve employee experience.

Virtual assistants (VAs) can assist employees in their everyday tasks. They are the digital equivalent of personal assistants. VAs observe users’ behavior and suggests appropriate actions at the right time. From automating tasks to fetching information, they can be the employee’s/customer’s power handle. The most useful ability is manipulating and displaying data visually. Many software vendors provide VAs as an add-on with their products.

IoT (Internet of Things)

IoT primarily concentrates on integrating different devices and networks in the workplace to carry out routine functions in an automated workflow. IoT at the workplace can ensure that all operations run smoothly and on time. The power of multiple systems can be leveraged to create a coordinated workplace that runs itself. Employees need not worry about manually intervening in multiple actions like organizing meetings, setting up facilities, maintaining supplies, etc. They can simply walk into the office and manage appliances like printers and air conditioners on one device.