Follow Routine Spoken Messages.
Follow Routine Spoken Messages.
Learning Objectives:
After reading this Information Sheet, you must be able to:
INTRODUCTION
A. Introduction to Communication
To be effective the information must be communicated to the right person, at the right time and in the
right manner. The person receiving the information must also effectively listen, read and/or observe so
they understand the communication.
Effective communication is vital in the workplace. It enables workers and supervisors to work together
efficiently to meet both the goals of the enterprise and the needs of customers and clients.
B. Communication Process.
Non-verbal communication
A significant aspect of face-to-face communication is non-verbal body language. This includes body
posture, arm and hand positions, facial expressions, eye contact and hand gestures. Sometimes a
conflicting message may be given because the words spoken do not match a speaker’s body
language.
Good observation skills are needed to “read‟ what is really being communicated. Being aware of
cues and signals is a crucial skill in understanding people’s attitudes.
Personal presentation, dress and hygiene also contribute to the impression a person makes when
they are communicating.
In primary industries a large proportion of communication is verbal or spoken. This may occur face-to-
face or via telephones or two-way radios. For verbal communication to be effective both the speaker
and the listener need to be actively engaged in the conversation.
The speaker should be clear, concise, and courteous and use a style of language that is appropriate to
the situation and the audience. The information should be accurate to the best of the speaker’s
knowledge. The tone of voice and body language used when speaking is often as important as the
words themselves.
The listener should give the speaker their full attention and be sure that they clearly understand the
message being conveyed. Again, body language is very important.
Good listening skills are necessary when receiving instruction or being taught new procedures.
E. Gather Information.
Effective workplace communication is vital to company success. If management cannot communicate
their wants with workers, and workers cannot communicate their needs back to management as well
as amongst each other, the workforce will not be a cohesive team. To communicate effectively,
understanding the steps in this information exchange process is vital.
What is email? Electronic email, email is short hand term meaning electronic email, email much the
same as a letter, only that it is exchanged in different way. Electronic email commonly called email or e-
mail is method of exchanging digital messages from another to one or more recipients.
Questions should be asked by the listener to clarify the meaning and by the speaker to ensure that the
information has been fully understood. There are three types of questions:
1. Closed questions are used to obtain a particular piece of information. They are usually
answered with a yes or no or with a limited response. For example:
• Have you driven a four-wheel drive tractor before?
2. Open questions encourage people to discuss a situation and share information. They often
require longer answers and begin with how, where, when, which, who, why or what. For
example:
• What types of tractors have you driven?
3. Reflective questions, also called mirror questions, are used to show the speaker that you have
been actively listening to them. They are also helpful when encouraging a person to express
their opinions clearly. For example:
• So, you’ve driven this type of tractor before?
• You’ve found this type of tractor to run reliably, haven’t you?
Good speaking, listening and questioning skills are essential when communicating via the telephone or
two-way radios to ensure that the correct information has been received.
There are a number of barriers that reduce the effectiveness of verbal communication. These include:
- inappropriate choice of language style
- inappropriate body language
- disruptions
- noise in the proximity and/or a poor signal
- relevance of the topic to the listener
- assumptions made by both the speaker and listener.
G. Record Instructions/Information.
Instruction may be in the form of spoken or written words, pictures, gestures, symbols and (for an
interesting few) telepathic messages from a variety of intriguing sources. Most of the instructions
that enters our life can be ignored or quickly forgotten.
But in the workplace, effective information is essential to our progress and well-being.
It is a simple process. Information involves three elements message, someone to send the message
and someone to receive the message.
When a message is sent and received, information/instruction has occurred but this does not
necessarily mean the information/instruction has been effective.
Effective instruction occurs only when the message that the sender intended is exactly the same
message received by the person to whom it was sent
Column A Column B
1. Communication a. is a good way to verify what you hear so you respond appropriately
b. covers how a provider interacts with those outside their own
2. Electronic mail
organization.
3. Asking questions c. are used to obtain a particular piece of information
5. Closed questions
e. is method of exchanging digital messages from another to one or
more recipients.
ANSWER KEY 1.1-1
1. d
2. e
3. a
4. b
5. c