info sheet_participate in workplace communication

Evidence PlanUnit Install PACU/CRE ComponentsModule Installing PACU/CRE Components

INFORMATION SHEET #1

WHAT IS COMMUNICATION

Effective Communication Communication is the exchange of information, messages and thoughts. 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 enterprises and the needs of

customers and clients.

Effective communication helps worker to: Complete a schedule of tasks Follow a set of instructions Learn correct procedures and improve work practices Solve problems Work as part of a team Follow the enterprises Occupational Health and Safety and environmental procedures.

What is Communication?

Communication is the process by which people attempt to share meaning: our ideas or thoughts. These ideas or thoughts are transmitted by symbolic messages which may be comprise of spoken or printed words or images or gestures or ‘looks’.

So the simplest diagram or model of communication between two people, a sender or a receiver of the message may look like this:

Figure 1: The Basic Model of CommunicationIn addition to spoken words or gestures or just a ‘look’ such as frown, the symbolic

message may comprise written words or visual images, such as a road sign or illustration in a billboard.


The communication process may involve different channels or symbols. We often use two channels when we speak. This non-verbal channel (our appearance) may or may not be in agreement with words we say. So if we want others to believe in we say, ten our facial expressions or other gestures need to be in agreement to our spoken words.

A. Verbal Communication

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 the body language used when speaking are often as important as the words themselves.

The listener should give the speaker their full attention and be sure that they clearly understand the messages being conveyed.Again; body language is very important. Good listening skills are necessary when receiving instruction or being taught new procedures.

B. 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 and eye, 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.

Other forms of non-verbal communication regularly found in the workplace include:


Signals, for example hand signals used when operating machinery; traffic lights. Signs, for example safety signs; workplace warning; men’s ladies and disables

toilets; first aid posts. Diagrams, for example property maps; diagrams in machinery manuals. Symbols, for example poison schedules; map legends; machinery gears and

levers.

C. Written communication

Agriculture, horticulture and land management enterprises often require workers to use written forms of communication. This may involve reading workplace notices and instructions such as:

Signs and labels Notes, message and memos Roster and work schedules Safety materials and notices Invoices and dockets with costumer information Tables and simple graphs

Employees may also be required to write down information, messages and material and tool requirements. They will need to fill out a variety of workplace forms.

To be effective, written workplace information must be:

1. Clear - the handwriting must be legible and the information written in a manner that will not be confusing.

2. Concise –the message should be written in simple language using short sentences or point form. Unnecessary information and repetition should be avoided.

3. Correct –accuracy is very important I writing down information. If taking a phone message, read the details back to the caller, especially names address and phone numbers. Use correct terminology where appropriate.

4. Courteous - as with verbal communication, the style of the language chosen should be appropriate to the situation.



Correctly identify sources of information

Information can be sourced internally by asking appropriate questions of employers, supervisors or colleagues. Another way of sourcing information is to access and read workplace documents. It is important to know where workplace records are kept and to return them to the correct place after use. Most enterprises have a business directory that contains the names, addresses, phone and fax numbers, email addresses and contact names for a number of services such as:

Suppliers Contractors The local veterinarian Trade personnel Industry and regulatory bodies Local government

Other external sources of information can be sourced from the media, internet , CD ROMs and DVD’s ,reference material supplied by companies and the local library.

Obtain appropriate information

Once the source of the information has been found, the correct information needs to be collected. This will depend on the purpose of the information, the people who will use the information and the time available or necessary to obtain it.

For example, if a worker is asked to ring around the local produce stores to compare fertilizer prices, a half-hour conversation catching up on the local gossip would not be appropriate. Conversely, if the employee responsible for machinery maintenance was sent to look at a second hand tractor, there would be an expectation that sufficient time would be spent to thoroughly assess the condition of the machine.

Information needs to be sorted so that only relevant data is collected. The information must also be interpreted correctly and written down accurately and legibly .A livestock carrier who phones to say that he will arrive to pick up cattle at 7am on Monday will not be impressed if the cattle are not yarded because the messages was interpreted incorrectly and the subsequently note reads “ Cattle truck coming 7pm Monday”.

Organizational Communication It is the system of pathways through which messages flow. Organizational communication shows the patterns of interaction among people who comprise an organization (who communicates with whom?)


Types of Organizational Communication Structure: Formal Informal

A. Formal Communication Structure

Communication through designated cannels of messages flow between organization positions usually found in organizational charts, policy manuals, or hierarchical structures.

3 Types o Formal Communication

1. Downward Communication – Communication that flows from upper to lower (such as manager to employer or superior to subordinate).Types of message: job instructions, job rationales, procedure and practices information, feedback, and indoctrination.

2. Upward Communication - transmission of messages from lower to higher levels of the organization (such as communication initiated by subordinates with their superiors).Types of messages: performance on the job, job related problems, subordinates perceptions of org policies and practices, tasks and procedure.

3. Horizontal Communication – Flow of message across functional areas at a given level of an organizational (this permits people at the same level o communicate directly).

Types of messages: facilitate problem solving, info sharing across different work groups, tasks coordination between departments and project teams.

B. Informal Communication - Episodes of interaction that do not reflect officially designated channels of communication. The ‘grapevine’ emerges from social and personal interests of the employees rather than the formal requirements of the organization. Information communication is inherent and evens a necessary aspect of organization life. “Chismis” is the popular local word for informal communication.



Use correct procedures for the storage of information

Use organization and business has a particular method for storing information. It is important that all employees who need to access that information are familiar with the location and the filling system used. Records might be stored in the following places:

Filling cabinets Computer files and databases Folders on shelves in drawers or under counters Pin boards and white boards

Information stored in filling cabinet is usually organized alphabetically or under different topic headings. Basic computer skills are required to access computer records. Help should be sought if a particular piece of information cannot be found. All records should be filed correctly and returned to the appropriate location after use.

Many workplaces also store information which is confidential. Anyone with access to these records should not only use them when necessary and only allow distribution of the information to relevant personnel or authorities.


Medium of Communication

Medium pertains to the method used to communicate specific information. Some if the examples of such include the following:

A. Face to face communication


One way to communicate information is by getting the undivided attention of your target audience. Often this will be through some sort of presentation at a meeting or conference. This is a great method because you can engage your audience in a much more active way than through many other communication mediums; you can:

Ask questions Stimulate discussion Get feedback Make decisions Utilize visual stimuli through power point slides, flipcharts, and handouts.

B. Memorandum

Memorandum (also commonly memo) is a brief written record or communication used in an office, whether business, government educational institution or legal office the plural form is either memoranda or memorandums. A memo has a specific format but may be specific to a single office, level or government, or other institution.

Format

A memorandum is written using a specific format, usually a format accepted by the office in which the memorandum is to be used. The usual structure for a memorandum includes some or all of the following:

MEMORANDUM

TO: The person receiving the memorandum

FROM: The person writing the memorandum

DATE: Usually a formal manner of writing the date, for example March 22nd, 1995

SUBJECT: A short title descriptive of the topic in discussion in the memorandum

Introduction: explaining why the memorandum has been written and what topic the memorandum will discuss.

Body: discussing the topic in detail-explaining what exactly and itemizing when possible.


Conclusions: explaining what will or should happen next, when the follow up will occur and why the data is important.

Regardless of what a memorandum is about, each memo should be about a single idea, subject or report. This is the accepted format of a memo so that when a memo is written the single sheet of paper or in the electronic office a single email can be filed in the most appropriate location, and the action can be recorded on the memo in some way to indicate completion of the item. I addition, some offices restrict the size of a memo to just one page, although this is difficult to handle in an electronic office; in those settings memos are often restricted to 500 words or less

Body

Organization features of a memorandum tend to vary according to the context. For example, one of the ways to organize a legal memo would feature an organization as follows:

Heading A summary of relevant facts Succinct identification of legal issues A discussion of law relevant to the legal issues, and application of that law

to the facts A conclusions that is responsive to the legal issues.

Other Mediums:

These are some great communication mediums, but there are many others you should not forget. Some other communication methods include:


Personal phone calls

Mailed letter

Email message

Web discussion forum

Press release

Editorial

Newsletter Article

Bulletin Announcements

SELF-CHECK #1

1. List down the ways by which effective communication can help workers.

2. What is communication?


3. What are the basic elements in the communication process?

4. What are the characteristics of effective workplace communication?

ANSWER KEY #1

1. Effective communication may help workers to:

Complete a schedule of tasks Follow a set of instructions Learn correct procedures and improve work practices Solve problems Work as part of a team Follow the enterprise Occupational Health and Safety and environmental procedures

2. What is Communication?

Communication is the process by which people attempt to share meaning: our ideas and thoughts. These ideas or thoughts are transmitted by symbolic messages which may be comprised of spoken or printed words or images or gestures or ‘looks’.

3. What are the basic elements in communication process?

Sender Message


Receiver

4. To be effective, written workplace information must be:

Clear - the handwriting must be legible and the information written in a manner that will not be confusing.

Concise –the message should be written in simple language using short sentences or point form. Unnecessary information and repetition should be avoided.

Correct –accuracy is very important I writing down information. If taking a phone message, read the details back to the caller, especially names address and phone numbers. Use correct terminology where appropriate.

Courteous - as with verbal communication, the style of the language chosen should be appropriate to the situation.

SELF-CHECK # 2

1) Assume that you will be looking for the following information, identify their appropriate sources:

Municipal License fee Specification of a personal computer Office materials Requirements for the registration of a business Price of a sack of cement

2) Identify whether the following examples is: UPWARD, DOWNWARD OR HORIZONTAL COMMUNICATION.

Seminars and workshops Exit interview Seminars Workshops Inserts in pay envelopes Socials Grievance procedure Telephones and intercoms Mass meeting Company publication

ANSWER KEY #2


1. The following information may be sourced out from Local government Trade personnel Suppliers Industries and regulatory bodies Contractors/suppliers

2. Types of organizational Communication

Horizontal Downward Horizontal Horizontal Downward Horizontal Upward Horizontal Downward Downward

SELF-CHECK #3

1. Where are company records usually stored?

2. How is confidential information treated in the workplace?

3. Arrange the following entries alphabetically.

Magallanes, Marilou C. Morillo, Qiunciano P. Abanto, Loraine R. Cabesuela, Manny K. Holgado, Jouana V. Barera, Ma. Cresela S. Zanres, Ed Mark L.


Lumaban, Janice B. Navarro, Beverly N. Petinio, Danilo

ANSWER KEY #3

1. Company Records may be stored in the following: Filling cabinets Computer files Folders on shelves, in drawer or under counters Pin boards and white boarders

2. Many workplace also store information which is confidential. Anyone with access to these records should only use them when necessary and only allow distribution of the information to relevant personnel or authorities.

3. Alphabetical Arrangement:

Abanto, Loraine R. Barera, Ma. Cresela S. Cabesuela, Manny K. Holgado, Jouana V. Lumaban, Janice B. Magallanes, Marilou C. Morillo,Quincian P. Navarro,Beverly N. Petinio,Danilo Zanres,Ed Mark L.

SELF-CHECK #4

A. Identify the terms being referred to in the following statements.

________________ 1. The method used to communicate specific information.

________________2. A brief written record of information, used in an office.

________________3. It explains will or what should happen next based from the concern of the memorandum.

_______________4. The part of the memorandum which discusses in detail its meat or main concern.

_______________5. A short title descriptive of the topic in discussion in the memorandum


B. Name the other medium for communication

C. Read the following example of a memorandum, and then provide the information which will ask for.

COMPUTER COMPANY Interoffice Memorandum

DATE: December 6, 2007

To: Product Development Personnel

From: Miss. Margaret Llanes

SUBJECT: Call for Proposal

The Board of Directors has approved the release of an extra Pp 25, 000, 00 in incentive funds for product development for the coming year. A board-appointed committee accepts proposals for the new products up to April 20, 2008 and the board expects to approve as many meritorious proposals as funding allows.

To propose a new product foe development, an employee must have been with the company for the past six months.

This is a great opportunity to work on these exciting ideas you’ve all been suggesting in the past year. I have approved work released time of 20 hours for proposal writing, so there’s no reason why anyone of you can’t work up a project.


I would be happy to discuss your ideas with you at any time. Good luck!

Who wrote the memo

Why was the memorandum written?

What did the writer want her reader to do?

ANSWER KEY #4

A. Identification

1. Medium2. Memorandum3. Conclusion4. Introduction5. Subject

B. Other mediums of communication

Personal phone calls

Mailed letter

Email message


Web discussion form

Press release

Editorial

Newsletter Article

Bulletin Announcements

C. Memorandum

Who wrote the memo?Miss Margaret Llanes

Why was the memorandum written?

The memorandum was written in order to inform the people of the organization that the company has funded product proposal and that the company will be willing to finance the production of meritorious proposals.

What does the writer want her reader to do?

The writer wants to inspire her readers to capitalize on their creative ideas in order to come up with a new product concept.

info sheet_participate in workplace communication

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