Basic and Common Competencies (1)
COMMUNICATING INFORMATION ABOUT WORKPLACE PROCESSES
LEARNING OBJECTIVES:
A. After reading this information sheet, you should be able to:
1. Explain the importance of communication skills in the workplace
2. Identify the tools and methods used in workplace communication
3. Utilize questioning techniques for effective workplace communication
Yes, communication can technically occur without understanding, but it is often ineffective and futile,
leading to miscommunication, while a message can be sent and received, true communication requires the
receiver to comprehend the sender's intended meaning. Examples include a simple threat where the message
of danger is clear without needing to understand the sender's full intent, or a situation where parties are
speaking at each other without actively listening, which is considered ineffective communication.
Take the time to practice active listening. Active listening involves paying close attention to what the other
person is saying, asking clarifying questions, and rephrasing what the person says to ensure
understanding ("So, what you're saying is..."). Through active listening, you can better understand what
the other person is trying to say, and can respond appropriately.
Nonverbal Communication
Your body language, eye contact, hand gestures, and tone of voice all color the message you are trying to
convey. Eye contact is also important; you want to look the person in the eye to demonstrate that you are
focused on them and the conversation.
Clarity and Concision
Good verbal communication means saying just enough-don't talk too much or too little. Try to convey
your message in as few words as possible. Say what you want clearly and directly, whether you're
speaking to someone in person, on the phone, or via email. If you ramble on, your listener will either tune
you out or will be unsure of exactly what you want.
Friendliness
Through a friendly tone, a personal question, or simply a smile, you will encourage your co-workers to
engage in open and honest communication with you. It's important to be polite in all your workplace
communications.
Confidence
It is important to be confident in your interactions with others. Confidence shows your co-workers that
you believe in what you're saying and will follow through.
Empathy
Using phrases as simple as "I understand where you are coming from demonstrate that you have been
listening to the other person and respect their opinions. Active listening can help you tune in to what your
conversational partner is thinking and feeling, which will, in turn, make it easier to display empathy.
Open-mindedness
A good communicator should enter into any conversation with a flexible, open mind. Be open to listening
to and understanding the other person's point of view, rather than simply getting your message across.
Respect
People will be more open to communicating with you if you convey respect for them and their ideas.
Simple actions like using a person's name, making eye contact, and actively listening when a person
speaks will make the person feel appreciated. On the phone, avoid distractions and stay focused on the
conversation.
Feedback
Being able to give and receive feedback appropriately is an important communication skill Managers and
supervisors should continuously look for ways to provide employees with constructive feedback, be it
through email phone calls, or weekly status updates Similarly, you should be able to accept and even
encourage feedback from others. Listen to the feedback you are given, ask clarifying questions if you are
unsure of the issue, and make efforts to implement the feedback.
Picking the Right Medium
An important communication skill is to simply know what form of communication to use. For example,
some serious conversations (layoffs, resignation, changes in salary, etc.) are almost always best done in
person.
Verbal Communication
Verbal communication involves the usage of words while the delivery of the intended message is being
made. It can be one-on-one, over the phone or in group settings, etc. it is a method of effective
communication that is personal and has to be used more than only phone calls and emails whenever possible.
The medium of the message in case of verbal communication is oral. Simple speaking is verbal
communication.
Written Communication
Written communication card be avoided in the workplace. It is present everywhere and consists of
traditional paper and pen documents and letters, text chats, emails, typed electronic documents, reports,
SMS and anything else that might be conveyed by the use of written symbols like language which includes
any documents that are a part of the day to day business life Such methods of communication are
indispensable for any formal business communication and also for the issue of legal instruments.
Communication by sending as well as receiving wordless messages is a part of nonverbal communication.
Such messages are a vital part of any communication and generally provide reinforcement to verbal
communication. However, they can also convey their own feelings and thoughts. Physical Nonverbal
Communication or the body language consists of body posture, facial expressions, eye contact, gestures like
a pointed finger, wave and the like, touch, tone of voice, overall movements of the body and others.
Visual Communication
Visual communication takes place through the help of visual aids like color, illustration, graphic design,
drawing, typography, signs and other electronic resources.
Communication Tools
Mail
Even with all the modern methods of communication, regular postal mail is still a powerful tool for a
business. It adds a personal touch, and is often used for delivering secure documents and contracts and for
delivering purchased items to customers.
Email
Although you may already have a personal email that you use, having a business email will be helpful in
communicating with customers, vendors, and internal teammates. Checking email on a daily basis is
essential.
Telephones
The cornerstone of your business communication, both external and internal, may be your telephone.
There are many types of telephones, and only you can decide which type is right for you.
SMS Messaging and Texting
While not all mobile phones are smartphones capable of receiving videos and pictures, nearly all mobile.
phones can receive SMS (short message service) messages. These are texts of less than 160 characters that
consist only of letters, Numbers, and symbols. SMS messaging, and texting in general, is a powerful way
to communicate. SMS messaging and texting provide one-to-one communication.
Video and Web Conferencing
Video conferencing provides a way to have face-to-face meetings without the expense of travel. It
provides a more personal way to communicate both externally with customers and partners and internally
with team members or employees who may work outside the office.
Social Networking Sites
A social network is an online community comprised of individuals or organizations that are tied together
by common interests. Internet-based social networking occurs through a variety of website platforms that
allow users with similar interests to share content and interact online. Some popular social networking
sites include Facebook, Instagram, Twitter, LinkedIn, Pinterest, YouTube, and many others.
Questioning Techniques
Questioning is a natural behavior, and it starts from a very early age when we are children and continues
until the end. We ask questions simply because we need answers. Questions are asked for various reasons
in various situations when one is searching for solutions, answers, or information. They are basic tools
that help humans grow and develop. Questioning skills help you gather more quality information, help
you learn a lot by questioning, help others learn, help build better relationships, and help manage
problems and people effectively.
Open Questions
Open questions ask for elaborate/explanatory answers and they begin with what, why, how, describe,
explain, where, which, when etc. It can be questions asking someone to explain what happened at a
situation or place, asking why it happened, asking for details of an incident, history of some happenings,
explanation about their circumstances, explanation of needs, thoughts about something, ideas and
feedback. Open questions help with a two-way conversation and builds up an interest in the conversation.
Funnel Questions
Just imagine the shape of a funnel while using these types of questions. A funnel has a wide mouth and
gradually narrows at the bottom. Similarly, you start with a lot of general questions on a situation or
incident and then narrow them down to one point to arrive at a conclusion. This type of questioning
technique is used by investigators, researchers, and detectives. In cases where investigations are involved,
these types of questions can be used to gather information and then narrow it down to arrive at a decision.
You can use a lot of closed questions at the start and then move on to asking open questions, thereby
making people feel comfortable answering your questions.
• When was the call made?
• Do you know the name of the person whom you spoke to?
• What sort of behavior did they exhibit?
• What was your call about?
• What questions did you ask?
• What was the response?
• Did they mention anything. specific?
• Did they have a specific accent?
• How will you describe their approach?
Probing Questions or Trigger Questions
Probing questions are used to gather more details and information. These are asked to clarify doubts or
misunderstandings. These questions will help you pull out information from people who are hiding
information or avoiding from telling you something.
Leading Questions or Reflective Questions
Leading questions are used to lead the person whom you are talking to. This leads the speaker to give you
answers, while they know that you are giving them a choice.
One has to be careful not to be manipulative while using leading questions.
Rhetorical Questions
Rhetorical questions are asked to keep people and audiences engaged. They also help people think, be
creative, and come up with ideas.
A rhetorical question is a question asked for a purpose other than to get an answer—such as to make a
point, persuade, or create an effect. The answer is often implied or obvious, and the question is used to
emphasize an idea or evoke an emotional response. Examples include asking, “Is the sky blue?” to state
that something is obvious, or asking, “Do you want to fail your exams?” to prompt someone to work
harder.
Clarifying Questions
Clarifying questions are used to verify information. Once the discussion or talk is over, you finalize things to
confirm if that was what was discussed. Just to confirm, you have taken land line unlimited broadband and
television package. Is that correct?
Am I right in confirming that the delivery will be in 3 days' time?
Am I right in believing that you all understand that tomorrow is the last day for submitting your paperwork?
Basic and Common Competencies (2)
TEAM
A team is defined as a group of people who perform to work toward accomplishing a common mission or
specific objective.
GROUP
• Individual goals (no interdependence)
• Individual accountability
• Individual success or failure
• No agreed roles and responsibilities
• Low communication & collaboration
• Often has no leader
TEAM
• Shared goals (high interdependence)
• Individual AND mutual accountability
• Collective success or failure
• Clear roles and responsibilities
• High communication & collaboration
• Often has a leader
Teamwork - is the collaborative effort of a group of people working together to achieve a shared goal.
WORK PLACE
- a place where people work, such as an office or factory.
Team roles- are the specific functions individuals perform to achieve a common goal, and they help
define who is responsible for what to prevent confusion and improve collaboration.
Nine Team Roles:
1. Implementer
An implementer is the practical organizer within the team—disciplined, orderly, and task-oriented.
The implementer puts plans and ideas into easily executable tasks. He or she can be a little too
practical and conservative when the usefulness of new ideas is not immediately clear.
2. Resource Investigator
A "resource investigator" is an individual who excels at making external contacts, exploring new
opportunities, and negotiating for resources to help a team.
3. Plant - is the creative thinker of the team. Innovative and original. A free spirit who needs space to
finalize about new and surprising solutions to complex problems.
4. Monitor- is sensible, thoughtful and critical. The analyst of the team. He/she is always analyzing
situations and wants to get to the bottom of things. As monitor, he/she may deliberate long and
thoroughly and his or her judgment is rarely wrong.
5. Shaper- is driven passionate and willful. He/she has a strong urge to perform, looks from
challenges and gets things going. Shaper makes sure deadlines are made and goals are met, one
way or the other he/she can get frustrated and react angrily or emotionally.
6. Coordinator- A coordinator in a role of teams is a team member who organizes and facilitates the
team's daily operations, helping members collaborate, manage tasks, and achieve common goals.
7. Completer Finisher- has the talent to always feel what could go wrong. This leads to a lot of
attention to details, checking rechecking, and a tendency to a and perfectionism. He/she monitors
the quality and safety, but can sometimes be over protective and find it difficult to delegate things
to others.
8. Team Worker- is the most sensitive member of the team, helpful, accommodating and focused on
creating a pleasant atmosphere and sense of togetherness. He/ She prefers balance and harmony
and is close to others. Team worker has difficulty with conflict and may have trouble taking
decisions at critical times.
9. Specialist- is an immeasurable source of knowledge in his/her field. An advisor who is gladly
consulted and will provide knowledge on a specific topic with pleasure and case. His/her
contributions to the team as his/her substantial knowledge and technical skills. Specialist thrives
less well when working together and does not care for social activities that much.
Relationship With Team Members
Building a good relationship with team members involves open communication, mutual respect, and
empathy to foster trust and collaboration. To achieve this, actively lister to colleagues, offer help, and
show appreciation for their contributions. You can also proactively build rapport through activities,
showing genuine interest, and being reliable.
The communication process is a series of steps and components for
exchanging information, starting with a sender who has an idea. The
sender encodes the idea into a message, chooses a channel (like oral or
written) to transmit it, and sends it to a receiver. The receiver decodes
the message to understand it, and the process can continue with the
receiver providing feedback.
Team structure- is the framework that defines how tasks, roles, and responsibilities are assigned and
coordinated among a group of people to achieve common goals.
Group planning and decision-making is a collaborative process where a group works together to analyze
a situation, explore alternatives, and choose a solution, often resulting in a decision that is supported by
multiple perspectives and shared accountability.
Negotiation- is a strategic discussion between two or more parties to resolve differences, gain an advantage,
or reach an agreement on matters of mutual interest. It involves bargaining and compromise, aiming for a
solution that is acceptable to everyone involved—from personal disagreements to international treaties.
Successful negotiation requires preparation, understanding the other party's position, and clear
communication to find a mutually beneficial outcome.
a. Goals. What are you trying to achieve during the negotiation? And what do you think the other person's
goals will be?
b. Trades. What might you be able to ask for, and what would you be prepared to give away?
c. Alternatives. If you really can’t achieve your goals, what would be your "best alternative to a negotiated
agreement" (BATNA)?
Your position will be more secure if you have a number of options, so it's worth putting plenty of effort into
addressing this point.
d. Relationships. How have negotiations gone with this person in the past? Just as importantly, what kind
of relationship do you want with them in the future?
e. Expected outcomes. What precedents have been set? Based on those, and on any other evidence you
have, what seems to be the most likely outcome of this negotiation?
f. Consequences. Is this a big, one- off deal, or one of many smaller negotiations? What do you and the
other party stand to gain or lose?
g. Power. Who holds the power here? How might this affect the negotiation process?
a. Solutions. Taking all of these points into account, what do you now consider to be a fair outcome - one
that you can put forward with confidence?
Art of Listening and Treating Individual Team Members Concern
The most successful business leaders understand the art of listening is key to effective leadership. It is an
art that can be acquired and developed, but only if you are willing to commit time and resources to doing
it well.
1. Show That You Care
When you care about your employees, they tend to work harder and aim to exceed your expectations.
Employees want to be led by those who genuinely care about who they are and what they represent to the
team and organization at-large. Don't just view your employees as tools and resources for your own
success but as people and valuable assets who bring unique capabilities and aptitudes not necessarily
limited to their job functions.
2. Engage Yourself
Beyond caring, engage yourself in matters important to your employees. When they share their opinions,
ask questions and encourage them to elaborate and expand upon their perspectives. When you engage
yourself more actively, hold yourself accountable, and follow up with your employees, they will know
that you are listening, paying attention, and attempting to understand what matters most to them.
3. Be Empathetic
The workplace is fueled with the stress and pressure of each day. Because every employee manages stress
and pressure differently, it is important that you are empathetic to how these distractions impact employee
performance. Express your concern and show your employees that you understand and feel their
frustrations. Don’t be afraid to express sentiment or feel it will weaken your stature or authority as a
leader.
4. Don't Judge Others
Leaders that judge others are not listening. Instead of judging someone, they could be learning from them.
“Don't judge people by what others tell you; rather judge them by your experience and encounter with
them.”
5. Be Expansively Mindful
Great leaders are extremely mindful of their surroundings. They know how to actively listen beyond the
obvious via both verbal and non-verbal communication. They acknowledge others via body language,
facial expressions and nods. These types of leaders possess a tremendous degree of executive presence
and are tuned in to the dynamics that are taking place around them, at all times. Leaders that are mindful
are not just hearing conversations; they are listening to them and engaging in the dialogue. They don't
fake it; they are taking note of what is being said and how people are saying it and are making continuous
eye- contact and gestures.
6. Don't Interrupt
How many times has your leader rudely interrupted your train of thought? It's fair to say this is a common
occurrence. Compassionate leaders listen and don't interrupt the flow of the dialogue. They embrace two-
way communication and are aware that with every interruption comes disengagement. They earn respect
from their peers by being a patient listener. Stay focused on what your employees are saying. Stay in the
moment and be respectful of others. Listen and become a more compassionate leader.