Scribd
Upload
8K views3 pages

Communication Skills for Workplace Success

This document discusses communication skills for the workplace. It outlines general objectives of developing skills like using appropriate communication, different communication modes, writing documents, and adapting to emerging trends. Key topics covered include defining communication, its purpose, essential elements like clarity and consideration, and the role of technology in enabling efficient and convenient communication across boundaries.

Uploaded by

Albert Masinde
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
8K views3 pages

Communication Skills for Workplace Success

This document discusses communication skills for the workplace. It outlines general objectives of developing skills like using appropriate communication, different communication modes, writing documents, and adapting to emerging trends. Key topics covered include defining communication, its purpose, essential elements like clarity and consideration, and the role of technology in enabling efficient and convenient communication across boundaries.

Uploaded by

Albert Masinde
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
  • Topic 1: Introduction to Communication
  • Introduction and Objectives

Introduction

This module unit is intended to equip the trainee with knowledge, skills and attitudes to enable
him/her, process information and communicate effectively at the work place.

General Objectives

At the end of this module unit, the trainee should be able to:

1. Use communication skills appropriately in the work place


2. Develop necessary skills for effective communication
3. Use of different modes and forms of communication in an organisation
4. Apply Information Communication Technology (ICT) in communication
5. Develop the necessary writing skills for various documents
6. Apply official etiquette, protocol and diplomacy at the work place
7. Cope with emerging issues and trends in communication skills

Topic 1: Introduction to Communication   


 Definition of terms and concepts used in communication

1. “Communicationis the process of sharing meaning through continuous flow of symbolic


messages." Communication is therefore generally defined as the process of
understanding and sharing meaning. Communication is a complicated process. It is
variable, active and dynamic. It starts long before the words begin to flow and can last
long after the words stop. Communication is a process that requires understanding -
perceiving, interpreting, and comprehending the meaning of the verbal and nonverbal
behaviour of others. Understanding the meaning of another person's message does not
occur unless the two communicators can elicit common meanings for words, phrases and
non-verbal codes.
2. Communicators – Participants in the communication process

 Sender is the person delivering the message


 The receiver is the person receiving the message – the intended target of the message
 The source is the origin of the message – the component that initiates the message
 Roles can shift between the sender and receiver regularly.

3. The Message: The message is the verbal and non-verbal form of the idea, thought, or
feeling that one person (source) wishes to communicate to another person or group of
persons (the receiver/s). It is the content of the interaction.
4. Code: the system used to formulate the message, e.g. written or oral language.
5. Channels (verbal or non-verbal) – the specific mechanism, method, mode, pipeline used
to transmit the message.
6. Medium: the form technology used to transmit the message e.g. face-to-face, television,
web, phone, etc.).
7. Noise: internal, external, and semantic interference of the message. Internal interference
includes mental and psychological factors; external include physical interference e.g.
loud sound; and mental includes misunderstanding or misinterpretation of information.
8. Environment: the context of the message – aspects surrounding the message and
providing the basis for its meaning and understanding, e.g. environment, time period,
relationships among communicators, cultural aspects, & behaviors of communicators.
9. Feedback: The response of the receiver or audience to the initial message, checks the
effectiveness of the initial information. It includes positive and negative feedback.

Purpose of communication

The purpose of communication is to inform, persuade, express feelings, increase imagination,


influence people, and achieve expectations or objectives.

 Communication can be used to pass information in the workplace – e.g. a supervisor


informing employees about a change in work schedule or role assignments.
 It can also be used to express feelings and build relationships, e.g. a manager trying to
resolve conflicts between employees will call for a meeting and use communication to
reconcile the warring parties.
 Communication is also used to persuade or promote negotiation in a business scenario,
e.g. when you want to persuade a customer to buy a product
 Communication helps in influencing people and building goodwill. So communicators
can influence each other in an open exchange of ideas. E.g. a manager trying to influence
employees’ actions positively in the workplace, will use language to influence them.
 Managers will also need to communicate the goals and objectives of the business and
pass important information to them.

Essentials of effective communication

Effective communication occurs when information is transmitted between individuals and


organizations with the purpose of informing, persuading, and building goodwill.

An effective communication should be clear, complete, correct, save time, and achieve the
intended purpose. Here are some of the essential elements of effective communication:

 Should have clarity of purpose


 Be well informed
 Analyze the audience
 Avoid jargons
 Communicate confidently
 Be consistent
 Should be simple
 Should be straightforward
 Address your target
 Good listening
The 7 C’s of Effective Communication

 Clear/clarity: getting the message across that the receiver can understand what you are
saying
 Concise/conciseness: must be brief – pass the intended message in the fewest words
possible
 Concreteness: communicate concretely – being specific, definite, and vivid; not being
too general and vague. E.g. saying Kenya is growing economically is not concrete. More
concrete statement is: “Kenya has grown by 10% in the past 2 years.”
 Correct: The message should be correct – right language, accurate facts and figures, and
right choice of words.
 Considerate: should be considerate, not hurting others’ feelings. Good attitude and
empathy is required for effective communication.
 Complete: Complete and adequate is important; incomplete message keeps the audience
guessing and leads to misunderstanding and delays.
 Courteous: being sincere, thoughtful, and appreciative; avoid irritating messages and
signs.

Role of Information and Communication Technology (ICT) in Communication

Information and Communication Technologies (ICT) refers to technologies that provide access
to information through telecommunications. It refers to all communication technologies,
including the internet, wireless networks, cell phones, computers, software, middleware, video-
conferencing, social networking, and other media applications and services enabling users to
access, retrieve, store, transmit, and manipulate information in a digital form.

ICT makes a business more efficient, effective and promptly respond to customers’ needs. ICT
can assist business activities including design, manufacturing, R&D, distribution and sales and
feedback. [Link] reports that “contrary to the prevalent predict that ICT will decrease the
demand for face to face communication and will result in greater dispersion of economic
activity. She suggests that ICT promotes industrial agglomeration”. In addition, [Link]
argues that “The search of job and recruitment via the Internet offer potential efficiency gains to
the labor market and the economy through reducing transaction cost and providing better
matching between workers and vacancies by diffusing information about job widely”.

Benefits

 Improved efficiency
 Convenient, fast, and easy business communications
 Cuts across geographical boundaries – reduces costs of travelling
 Prompt response to customer needs
 Improved research and development
 Increased sales through online marketing

Common questions

Powered by AI

Essential elements for effective communication include clarity of purpose, being well-informed, understanding the audience, avoiding jargon, communicating confidently, consistency, simplicity, straightforwardness, addressing the target, and being a good listener. These elements help ensure that communication is clear, concise, concrete, correct, considerate, complete, and courteous, aligning with the 7 C’s of Effective Communication .

In a business setting, communication is used to influence employees positively by conveying information about organizational goals and facilitating open exchanges of ideas. Managers use language effectively to encourage desired actions and behaviors, fostering a culture of cooperation and understanding. This can involve regular meetings, feedback mechanisms, and strategic messaging to guide employees towards collective objectives .

The variable and dynamic nature of communication implies that understanding messages requires constant adaptation and interpretation as context changes. It requires participants to be attuned to verbal and non-verbal cues, adjust their interpretations based on feedback, and engage in active listening to ensure comprehension and shared meanings. Roles can also shift between sender and receiver, demanding flexibility and awareness from both parties .

ICT enhances business operations by improving efficiency, enabling fast and easy communication, cutting across geographical boundaries to reduce travel costs, and promptly responding to customer needs. It also aids in research and development, boosts sales via online marketing, and facilitates better job-market matches through improved recruitment processes .

The environment context influences the communication process by providing the basis for message meaning and understanding. It encompasses the physical setting, cultural aspects, relationships among communicators, and temporal elements that shape how messages are perceived and responded to. This context can facilitate or hinder effective communication, depending on the degree of alignment and understanding between communicators .

Feedback is the receiver's response to a message and a crucial part of the communication process. It allows the sender to gauge the effectiveness of the message and modify it if necessary. Feedback includes both positive and negative reactions, helping to ensure that the message is understood as intended and providing opportunities for clarification and improvement in communication .

Prof. Nassef argues that contrary to predictions, ICT does not decrease the demand for face-to-face communication but promotes industrial agglomeration. ICT supports economic activity and efficiency by improving recruitment and job matching, reducing transaction costs, and facilitating the dissemination of job information, thus potentially leading to better worker-vacancy matches .

Noise in communication is any interference that affects the transmission or reception of a message. There are three types: internal, which includes mental and psychological factors; external, which involves physical interference like loud sounds; and semantic, which includes misunderstandings or misinterpretations of information .

ICT benefits include improved customer interaction through faster and more convenient communication, transcending geographical boundaries, and enhancing responsiveness to customer needs. It enables better design, manufacturing, R&D, distribution, sales, and feedback loops within businesses, ultimately leading to greater efficiency and effectiveness in meeting customer demands .

The sender delivers the message, while the receiver is the intended target, responsible for decoding and responding to it. Their roles intersect and shift as communication is a reciprocal process; the sender becomes the receiver when interpreting feedback. This dynamic allows for continuous interaction and message refinement, crucial for achieving mutual understanding and ensuring effective communication .

Introduction This module unit is intended to equip the trainee with knowledge, skills and attitudes to enable him/her, proc
7. Noise: internal, external, and semantic interference of the message. Internal interference includes mental and psychologi
The 7 C’s of Effective Communication  Clear/clarity: getting the message across that the receiver can understand what you ar

You might also like