Module Title:-Applying Business

Communication in the work

place
MODULE CODE : LSA ACF2 M04
1122
Nominal duration: 40Hour
 Summary of units
• Unit One: Obtain and convey workplace
information
• Unit Two: Participate in workplace
meetings and discussions
• Unit Three: Complete relevant work related
documents
• Unit Four: Describe team role and scope
• Unit Five : Identify own role and
responsibility within team
• Unit six : Work as a team member
 Unit One: Obtain and convey workplace
information
1.1. Accessing information from appropriate
sources
1.1.1. Overview of Communication
• “Communication is a process through which two or
more human beings share each other’s thoughts,
ideas, feelings, insights, and information and
exchange meanings.
• Communication is not simply sending message…It
is creating understanding swiftly, clearly and
precisely.”
• Information is the summarization of data.
• Technically, data are raw facts and figures
that are processed into information, such as
summaries and totals.
• But since information can also be the raw
data for the next job or person, the two
terms cannot be precisely defined, and both
are used interchangeably.
• It may be helpful to view information the
way it is structured and used, namely: data,
text, spreadsheets, pictures, voice and video.
 1.1.2. Information from appropriate sources

• Sources of Information may

be observations, people speeches,
documents, pictures, organizations etc.
• Information is expressed either as the
content of a message or through direct or
indirect observation.
 Appropriate sources

• Team members
• Suppliers
• Trade personnel
• Local government
• Industry bodies
 Types of information sources:

• Books
• Encyclopedias
• Magazines
• Databases
• Newspapers
• Library Catalog and Internet
 Process of communication

Sender Medium Receiver

Message Message
Create Receive
Encode Decode
Barriers
Env/tal
Personal
Message Message
Receive Create
Decode Encode
 The seven components of communication
1. Source/Sender – The source is the
originator of the message
2. Message – is the idea, thought, or feeling
that the source wants to communicate.
3. Receiver – is the recipient of the message
4. Encoding – converting the idea, thought,
or feeling into verbal and nonverbal
symbols.
5. Channel – is the medium by which the
message is communicated.
6. Decoding – is the process of making sense
out of the message received.
7. Context – All communication occurs within
a certain context.
 1.2. Using effective questioning, active listening and speaking skills

1.2.1 Effective questioning

• Effective questioning involves using
questions in the classroom to open
conversations, inspire deeper intellectual
thought, and promote student-to-
student interaction.
• Effective questions focus on bring out the
process, i.e. the 'how' and 'why,' in a
student's response, as opposed to answers
which just detail 'what.
• Effective questioning involves using
questions in the classroom to open
conversations, inspire deeper intellectual
thought, and promote student-to-student
interaction.
 Benefits of Effective Questioning
• Using effective questioning in your
classroom brings a host of benefits, as it:
• Encourages students to engage with their
work and each other
• Helps students to think out loud
• Facilitates learning through active
discussion
• Empowers students to feel confident
about their ideas
• Improves speaking and listening skills
• Builds critical thinking skills
• Teaches respect for other people’s
opinions
 1.1.2 Active listening

• Active listening is a way of listening and

responding to another person that
improves mutual understanding.
• It is an important first step to defuse the
situation and seek solutions to problems.
• This lesson gives students the
opportunity to identify what active
listening is and why it is important in
managing conflicts.
• Active listening is when you are fully
aware and concentrate on what is being
said rather than passively hearing what
the speaker is trying to convey.
 Signs of active listening

• Paraphrasing: Summarizing what the speaker

just said shows them that you comprehend.
• Asking thoughtful questions: These are
questions that confirm or clarify what the
speaker is saying or add to the conversation.
• Positive encouragement: As someone is
speaking, you can use subtle words or
phrases to encourage them to continue.
• Eye contact: Giving eye contact can be
seen as a sign of respect. The amount of
eye contact you give to the speaker can
depend on the situation.
• Smiling: Looking pleased as someone is
speaking can encourage them to
continue their thoughts and feel at ease.
 Use active listening in the workplace

1. Quiet your thoughts

2. Use verbal and non-verbal cues- such as
smiling, head nods, and eye contact .
3. Avoid judgment
4. Give a thoughtful response.
 1.2.3 Speaking skills
The three speaking skills
• Fluency
• Vocabulary
• Pronunciation
 1.3. Using appropriate medium
1.3.1. Medium of communication
• A medium in communication is a system
through which a speaker addresses their
audience.
• It's an outlet that a sender uses to express
meaning to their audience, and it can include
written, verbal or nonverbal elements.
• Using the right medium to communicate your
message allows you to contact the right
people in the way.
 Types of communication mediums

• Face-to-face communication
• Virtual remote communication
• Written communication
• Social media communication
 1.4. Using appropriate non- verbal communication

1.4.1. Nonverbal communication

• it gives us valuable information about a
situation including how a person might be
feeling, how someone receives information
and how to approach a person or group of
people.
 1.4.2. Benefits of effective nonverbal communication

• It supports your message.

• It communicates messages.
• It shows intention.
• It conveys feelings.
• It offers support.
• It indicates a desired action.
• It deescalates tension.
1.5. Identifying and following appropriate lines of communication

Establish good lines of communication- This

indicates
• 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.
 Importance of lines of communication

• Every business needs established

communication lines and processes so
employees and executives effectively
pass messages along to the right people
• Quality communication is the act of
effectively conveying and receiving
messages to and from others
 1.6. Using defined workplace procedures

• A workplace procedure directly relates to

workplace policies.
• A procedure is a list of steps
demonstrating how to implement a policy.
• Policies and procedures are used together
to give employees a good understanding
of company rules and values.
• A policy is a statement which underpins
how human resource management issues
will be dealt with in an organization. It
• communicates an organization’s values
and the organization’s expectations of
employee behaviors and performance.
 Workplace policy and procedure
Common workplace policies:
– Recruitment policy
– internet and email policy
– mobile phone policy
– non-smoking policy
– drug and alcohol policy
– health and safety policy
– anti-discrimination and harassment
policy
 1.7 Carrying out personal interaction

• Interaction is an experience that other

workers and consumers have when
working with someone for a short time
or for an extended period of time.
• Working with another translator and
offering or receiving feedback is
professional interaction.
• Participating in a structured debate,
attending a conference or the meeting
of a professional association are also
forms of professional interaction.
• Social interaction, just as the name
suggests, relates to the relationships
created between two or more people.
Interact with work
Here are some ways to communicate
better with your colleagues at work:
• Listen actively.
• Speak with carefulness and talk face to
face.
• Offer constructive criticism.
• Build and earn trust.
• Consider communication preference
and technology etiquette.
 Team interaction mean

• Group interaction refers to the dynamics

of the team and the way individuals in
the group interact with one another.
 Team interaction be improved
Top 5 Team Communication Strategies
• Have an open-door policy.
• Use project management software.
• Be open to feedback.
• Be clear about individual task
responsibility.
• Do fun stuff to boost morale.
 5 ways to communicate
• Verbal
• non-verbal
• written,
• Listening and
• visual.
 Staff meeting

– Meeting objectives.
– Recognition of team member
achievements.
– Notable organizational changes or
accomplishments.
– Points to be discussed.
 Unit Two: Participate in workplace
meetings and discussions
2.1. Attending Team meetings on time
2.1.1. Types of team meetings everyone
needs
Getting new hires up to speed: The on boarding
meetings that matter
• 1-on-1s: On your new hires’ first day, schedule
one-on-one meetings with any key team
members such as with direct managers, team
leaders, and internal subject-matter experts.
• Meet the team: Within the first few days,
it’s also important to schedule a meeting for
your new hires to meet and greet their new
team.
• Tools training: Schedule a time to train your
new team members on any tools, systems,
or software they’ll need to know to do their
job.
• Brainstorming meeting- these are
designed to generate a lot of ideas over a
short period of time and they are critical.
• HR, Operations, and Facilities: It’s
important to get your new hires up to
speed on the logistical side of your
business as soon as possible, including
human resources, operations, and
facilities.
• Budget and financial meetings
Benefits of a team meeting
• Keep everyone informed
• Solve problems
• Promote leadership
• Opportunity for performance feedback
• Provide training opportunities
• Room for innovation
 2.2. Express own opinions and listening those of others

Expressing Your Opinion

 Keep a diary to talk about your feelings/opinions
 Practice listening to other people’s opinions
 Ask yourself if you’re the best person for the job
 Start by listening politely
 Think before you speak
 Make sure you have all the facts
 Say what you think in a detailed, straightforward
manner
 Provide the reasons for your point of view
 2.3. Consisting meeting inputs

These are the 5 key components to running

productive meetings
• A clear purpose-Every meeting has to have a
clear purpose
• Outcomes- Every meeting has to have a
maximum of three outcomes
• An agenda-Every meeting has to have an
agenda
• Start on time
• Finish five minutes early
 Components of a Business Meeting:
• Notice of a Meeting
• Agenda:
• Minutes of the Meeting:
Meeting objective
• A meeting objective is a simple statement
that defines the desired outcome of the
meeting. Its primary purpose is to give
participants a measurable goal that they
can work on achieving together.
 2.4. Conducting workplace interactions

• These are relationships between co-

workers, managers and staff, and
employees with the public.
• Positive interactions increase good
feelings, increase morale and improve
work satisfaction.
• Positive interactions in the workplace have
been shown to improve job satisfaction and
positively influence staff turnover, as
employees who experience support from
colleagues are more likely to remain in an
organization long term.
 Benefits of Social Interaction at Work

• Social interactions play an essential role in

wellbeing, which, in turn, has a positive
impact on employee engagement.
• Organizations with higher levels of
employee engagement indicated lower
business costs, improved performance
outcomes, lower staff turnover and
absenteeism, and fewer safety incidents .
• Social interaction can lead to knowledge
and productivity spill over from trained to
untrained workers in collaborative team
settings or between senior and junior
workers, particularly in low-skilled tasks and
occupations
 2.5. Interpreting and implementing meetings outcomes

• Workplace meetings are an important

element of business management.
Meetings enable you and your employees
to communicate and share information,
solve problems or resolve disputes, improve
performance, build teamwork and move
projects forward
 Meeting output or outcome
• A meeting output or outcome can include.
resource allocation decisions, action items,
dispute resolution, prioritization decisions
and new plans being made
• Whatever you have accomplished during
your meeting as well as the direction that
you choose to move in (including plans or
decisions for the future) become your
meeting output.
 Important of good meeting outcomes

• Everyone is clear and confident

• Everyone has an actionable plan
• Everyone feels confident about the team
• Everyone feels supported and encouraged
• Everyone contributes their thoughts
• Everyone has the opportunity to ask
questions
• Everyone leaves the meeting feeling
energize
 Unit Three: Complete relevant work
related documents
3.1. Completing range of forms
3.1.1 Classification of Forms
A. Based on operations and functions
1.Purchase Forms: is a commercial
document and first official offer issued by
a buyer to a seller, indicating types,
quantities, and agreed prices for products
or services. E.g., Purchase requisition
form, Order form etc..
2. Sales Forms: A sales form is an
internal document of the company. It is
generated by the company itself for selling
their goods.
3. Correspondence Forms: Any written
or digital communication exchanged by two
or more parties. Correspondences may
come in the form of letters, emails, text
messages, voicemails, notes, or postcards.
4. Accounting Forms: The account
form balance sheet is a financial statement
format where the assets are reported on
the left side and the liabilities are reported
on the right side.
 B. Based on Place of Utilization

1. Outside Contract Forms: Forms sent to

customers, creditors and other persons
(outside the office) with whom the firm
does business from the office (e.g., cheques,
orders, invoices, statements, vouchers, etc.)
2. Internal Office Forms: Forms which
are used by the employees of a business
internally within the office (e.g.,
memorandum forms, requisitions,
accounting forms, report forms, etc.).
C. Based on the No of Copies Required
1. Single Copy Forms: Single copy form is
used to serve the only one purpose and
kept by any one of the office employee. E.g.
Employment application forms.
2. Multiple Copy Forms: These are
prepared in duplicate or triplicate-the
copies being used to transmit information
to other departments or used as additional
record.
3. E-Form (Electronic Form): An e- form is a
computer program version of a paper form.
E-forms eliminate the cost of printing,
storing, and distributing pre-printed forms,
and the wastage of outdated forms.
 Official documentations used in the
workplace can be
• Record of employee performance
• Record of disciplinary actions taken
• Document company policies
• Document company procedures
• Document work instructions
• Records for HR use
 3.2. Recording workplace data

• Monitoring data collected and stored in a

readily accessible form can provide a basis
for a variety of other analyses.
• Employment records, also known as
personnel files, are records kept by an
employer that track an employee's
relationship with the company.
• These records can include basic information
collected during the interview process,
including: Name. Contact information.
 Importance of Good Record Keeping

• Monitor the progress of your business

• Prepare your financial statements
• Identify source of receipts
• Keep track of deductible expenses
• Maintain business asset list
 3.3. Identifying and acting up on errors

Types Common Communication Errors

• Crossing our arms and leaning back
• Speaking loudly and quickly
• Bringing up the past
• Judging another's feelings
• Interrupting the other person
• Ignoring the other person
• Blaming someone for our feelings
 Benefits of work completion Reporting

1. Tracking- track the current progress of the

project against the original plan
2. Identifies risks
3. Cost management
4. Visibility
5. Control
 Unit Four: Describe team role and scope
4.1. Identifying the role and objective of the
team
• Team is a group whose members influence
one another toward the accomplishment of
an organizational objective or purpose.
• A collection of individuals who are
interdependent in their tasks, who share
responsibility for outcomes.
• A group consists of any number of
people who interact with one another,
are psychologically aware of one another,
and think of themselves as a group.
• A team works as a whole together to
achieve certain things.
 Interest in Teamwork

• The most important element of team work is to

share information.
• Teamwork has become an important part of the
working culture and many businesses now look at
team work skills when evaluating a person for
employment.
• Most companies realize that teamwork is
important because either the product is
sufficiently complex that it requires a team with
multiple skills to produce, and/or a better product
will result when a team approach is taken.
 Structures to Support Teamwork

• To be effective, teams require clear

structures that outline
• Team objectives
• Roles and responsibilities of team members
• Mechanisms for exchanging information
• Coordination mechanisms for team
activities
 The Importance of Teamwork

• Reduced costs
• Quality of result has improved and service
provided
• Increases employee involvement
• Reduces absenteeism and improves
continuity
• Reduces conflict
• Enhances creativity and innovation
 Core Competencies for Teamwork

• Knowledge of healthcare roles

• Ability to communicate effectively with
other health professionals
• Ability to reflect the effect of health
professionals’ roles/attitudes related to
mutual trust
• Willingness to work together
Unit Five: Identify own role and responsibility
within team
• 5.1. Identifying individual role and
responsibilities