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Participate in Workplace Communication

UNIT COMPETENCE COVER
Lo1:- Obtain and convey workplace information
Lo2:- Participate in workplace meetings and discussions
Lo3:- Complete relevant work related documents
Introduction
Dear users of this Module, greetings! Following the spirit of ‘two-way’ communication we have tried to make this
written text communicate with you so that it may in turn enable you to communicate with your respective
audience. Irrespective of your areas of expertise, you all know that effective communication is all about
conveying your messages to other people clearly and unambiguously. It’s also about receiving information from
others with as little distortion as possible.
Communication is a matter of effectiveness, which is dependent on the interlocutors’ communication competency.
In other words its effectiveness is dependent on one’s competency in communication.
Communication involves intents and efforts from both the sender of the message and the receiver.
It's a process that can be fraught with error such as with messages muddled (i.e., mixed up by the sender, or
misinterpreted by the recipient). Miscommunication is avoidable. However, if this isn't detected, it can cause
tremendous confusion, waste efforts and miss opportunities.
In fact, communication is successful only when both the sender and the receiver reach a common understanding
regarding the same information as a result of the communication process. By successfully getting your message
across, you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that you
actually send do not necessarily reflect what you think, causing a communication breakdown and creating
roadblocks (i.e., barriers that stand in the way of your goals – both personally and professionally).
What is communication?

Communication is a two-way process of reaching mutual understanding, in

which participants not only exchange (encode-decode) information but also create and share meaning.
Communication is a key element involved in teaching process.
Aims and purpose
The overall aim of the module on communication skills is to provide an opportunity for teachers to learn
communication techniques and practice them in real settings. In many educational institutions, communication is
more oriented towards semantics and therefore focusing on the linguistic aspect alone with concentration on the
teaching of four language skills -- namely Listening, Speaking, Reading and Writing skills.

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Objectives
This module shall provide ample opportunities for self-exploration and self-learning to essentially make you
“conscious” about yourself and more specifically of your communication style, etc. The focus is inward rather
than outward.
So while you venture into using this module for others, hopefully, it would be equally usable by you as well as
useful. It shall facilitate exploring your own personality types and relevant communication styles so that you can
adapt them successfully to your own communication situation personally as well as professionally both in
academic and non-academic settings.
Session Learning Outcomes
Participants shall be able to understand the Nature of Communication for Effective Handling of Communication
Situations.
Work Place Communication
Communication is the process of exchanging information. Information is conveyed as words, tone of voice, and
body language.
To be effective communicators, team members must be aware of these forms, how to use them effectively, and
barriers to the communications process.
Communication is a two way interactive process and its importance can be found in our
Professional as well as in our daily personal lives.
Communication
Is an active process in which information (including ideas, specifications, goals, feelings, work orders, and so on)
is exchanged among two or more people.
Is any verbal or non-verbal behaviour which gives people an opportunity to send their thoughts and feelings, and
to have these thoughts and feelings received by someone else.
Elements of Communication
 listening  blocking and barriers
 seeking clarification
 body language  general attitude
Types of communication
There are many types of communication as noted above, however for municipal managers the focus of this
research paper will be on only five types; intrapersonal, interpersonal, small group, public, and intercultural.
1. Intrapersonal communication involves personal communication is self-cantered, as we are the sender and
receiver.
2. Interpersonal communication occurs when we communicate on a one-to-one basis, face to face, and for the
most part in an informal setting.

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This type of communication offers the greatest opportunity for productive two-way discussion and feedback.
3. Small Group communication occurs when a small number of persons are involved to discuss or resolve an
issue.
4. Public communication is essentially- mass communication: when a sender or presenter sends a message to
an audience. This is usually a structured message to a larger group.
5. Intercultural communication occurs when we interact with two or more different cultures. Differences can
sometimes also increase our awareness.

The Communication Process

 SENDER
 A sender who has a message or idea which they wish to send.
 Communications is a two-way process that starts with the sender. The sender should be conveying
information necessary for mission accomplishment. The sender must be proactive in making the receiver
understand the message. Too often, what is said is not always what is heard.
 To prevent this from happening, do the following:
• State one idea at a time.
• State ideas simply.
• Explain when appropriate
• Repeat if appropriate.
• Encourage feedback.
• Read between the lines.
 Did your choice of words,
• tone of the sentence, and body language
• (intentional gestures or subconscious movements)
• Convey the same meaning?
MESSAGE
 a message which is sent between the sender and the receiver
 The message is simply the information the sender wantsto communicate to the receiver. The message is
usually verbal, but it can also be non-verbal. To reduce potential problems, the sender should:
CHANNEL OR METHOD OR TRANSPORTER
 a method or channel (face-to-face, telephone, letter, form) by which the message is sent
 RECEIVER
 a receiver who receives and understands the message
 The receiver needs information to accomplish his/her task. The effectiveness of the team often rests on its
Members’ ability to listen. Unfortunately, most people Find listening difficult.

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 The receiver must exert control over the Communication process. For receivers to have control, it is important
that they ensure that the senders understand what the receivers want and why they want it.
Example:
Without the conning officer exerting positive control over the flow of information from the navigation evaluator
and shipping officer, important information could be buried in the large amount of information that is periodically
relayed during a transit in a congested waterway.
Feedback passed from the receiver to the sender showing that the message has been received and understood.
FEED-BACK
Effective receivers verify their understanding of the message with the sender. They consider words, tone, and
body language when they give feedback.
Receiving, Understanding, Remembering, Evaluating and Responding.

Receiving is the start of the listening process. It is the absorbing of the verbal and nonverbal messages being
conveyed. Some effective ways of receiving a message are to focus your attention on the speaker’s verbal and
non-verbal message, avoid distractions, focus on the speaker and not what your response will be, and avoid
interrupting.

Responding occurs in two phases, one while the person is still speaking, and one when the person has stopped
talking.
Barriers of effective Communication
Barriers to good communication can make things difficult and cause misunderstandings. Good communication is
affected when the sender and the receiver do not understand the message in the same way.
Good communication can be affected by:
1. Non verbal communication which sends the opposite message to what is being said.
2. Poor listening.
3. Ambiguity.
4. People who think they know everything and don’t listen
5. Making assumptions about what people do or don’t know.
6. Poor expression

Listening 

A good communicator is a good listener. Unless a person listens to what is being said, no communication actually
takes place.
In the workplace, effective listening helps you to:
 understand instructions clearly

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 learn from others
 convey clear messages
 promote good listening in others (if you are prepared to listen to others, they will be prepared to listen to you)
 offer ideas and take part in discussions
 co-operate with others and work well in a team
 understand the ideas and suggestions of others
 respond in an appropriate manner
 Active Listening
 Active Listening is a process used by the receiver to facilitate Communication and enhance performance. It
requires the Receiver to be active in the communications process.
 To actively listen, the receiver needs to: Focus attention on the message giving it momentary Priority. If
possible, look at the sender.
 Listen and look for the indirect message content (Nonverbal) as well as hearing the words.
 Observing non-verbal cues provides information regarding what the sender wants to convey.
 Your perception of the message and the sender’s intent for the message may be different.
 Word choice, tone of voice, body position, gestures and eye movements reflect the feelings behindthe spoken
word.
 Keep an open mind and suspend judgment.
 Verify what was heard.
 Don’t assume that yourperception of the message agrees with the sender’sintent.
 Provide the sender feedback.

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Elements and Process of Communication

Communication is a process and as such contains many elements to enable it to happen.

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They are also susceptible of defect. Here are the elements of the communication process (see
picture):
Elements of Communication-Expanded Process
 If

people working together are not able to communicate well, it can lead to confusion, unhappiness, frustration and
annoyance. It can also mean that an organization’s goals will not be met.

Poor communication may lead to:

 Time being lost because work needs to be  People feeling “left out”
redone  Mistakes being made because instructions are
 Accidents not clear
 Poor quality service and/or products  Teams not working well
 Wastage
EFFECTIVE COMMUNICATION
To successfully complete this assignment, you must study the text and master the following objectives:
 Identify the parts of communications model.
 State the barriers to effective communication.
 Define active listening.
 Describe how using proper orders and standard terminology may enhance safety and mission success.
Effective communication leads to: 
 clear instructions so people know exactly what they are expected to do and do it properly
 people feeling involved because they are well informed
 higher morale and job satisfaction
 people working better as a team
 Time and effort saved as people are clear on what to do

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To communicate with people effectively you need to:
 make sure it is not too noisy to hear what is  speak clearly and at a medium pace
being said  speak in an open and neutral tone
 maintain eye contact  be straight forward and to the point
 use polite opening and closing greetings  keep the message simple
Receiving and Following Instructions
Receiving Instructions
When you are receiving instructions from someone else, especially if they are speaking to you:
 stop whatever else you are doing
 focus on the person speaking
 if you can, make notes about the details
 when the person has finished, tell them what you understood from their instructions to make sure
you have understood them correctly
The instructions were not heard correctly due to:
 Too much noise around – ask to move to a quieter place
 The person not speaking loudly or clearly enough – ask them to speak up  not enough detail was given:
  ask for more information – don’t assume you know what they mean the meaning was unclear:
 Check the outcome and the purpose of the task
 Repeat back what you have heard and understood to check that it is correct.
Written Information Sources
In the workplace, written information can take the form of:
 letters  instruction manuals
 memos
 informal notes
 faxes
 emails
 text messages
 workplace signs

SELF-QUIZ
1. How is information conveyed?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. Which method of conveying information accounts for only 7% of the

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Information actually conveyed? ____________________________
3. What are the parts of Communications Model?
a. _______________________________
b. _______________________________
c. _______________________________
d. _______________________________
e. _______________________________
5. What is Active Listening?
______________________________________________________________________
______________________________________________________________________
__________________________________________

Occupational Standard: Basic Account Works Level II

Unit Title Participate in Workplace Communication
Unit Code EIS BAW2 11 0812
Unit Descriptor This unit covers the knowledge, skills and attitudes required to gather,
interpret and convey information in response to workplace requirements.

Elements Performance Criteria

1. Obtain and convey 1.1 Specific and relevant information is accessed from appropriate sources
workplace 1.2 Effective questioning , active listening and speaking skills are used to
information gather and convey information
1.3 Appropriate medium is used to transfer information and ideas
1.4 Appropriate non- verbal communication is used
1.5 Appropriate lines of communication with supervisors and colleagues are
identified and followed
1.6 Defined workplace procedures for the location and storage of information
are used
1.7 Personal interaction is carried out clearly and concisely

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2. Participate in 2.1 Team meetings are attended on time
workplace meetings 2.2 Own opinions are clearly expressed and those of others are listened to
and discussions without interruption
2.3 Meeting inputs are consistent with the meeting purpose and established
protocols
2.4 Workplace interactions are conducted in a courteous manner
2.5 Questions about simple routine workplace procedures and matters
concerning working conditions of employment are asked and responded
to
2.6 Meetings outcomes are interpreted and implemented

3. Complete relevant 3.1 Range of forms relating to conditions of employment are completed
work related accurately and legibly
documents 3.2 Workplace data is recorded on standard workplace forms and documents
3.3 Basic mathematical processes are used for routine calculations
3.4 Errors in recording information on forms/ documents are identified and
properly acted upon
3.5 Reporting requirements to supervisor are completed according to
organizational guidelines

Variable Range
Appropriate sources  Team members
 Suppliers
 Trade personnel
 Local government
 Industry bodies
Medium  Memorandum
 Circular
 Notice
 Information discussion
 Follow-up or verbal instructions
 Face to face communication
Storage  Manual filing system
 Computer-based filing system
Forms  Personnel forms, telephone message forms, safety reports
Workplace interactions  Face to face
 Telephone
 Electronic and two way radio
 Written including electronic, memos, instruction and forms, non-verbal
including gestures, signals, signs and diagrams
Protocols  Observing meeting
 Compliance with meeting decisions
 Obeying meeting instructions

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