Workplace Communication

Management - EMTM02
Namalie Walpitagama (Senior Instructress)
Module Title Workplace Communication Management

Module Code EMTM02

Module Type Compulsory

Relevant EMTU02
Unit/s
 Workplace Communication Management Lesson-01

Basic Communication Models

 What’s Communication
 Why we use communication
 Use Communication in workplace
 Channels of communications
 Types of Communication Based on Purpose and Style
 What are the advantages of communication
 Characteristics of successful Communicator
Objectives:
 Identification of communication
 Describe the usages of communication in workplace
 How to involve channels for communication
 Describe the types of communication
 Explain the advantages of communication
 Describe characteristics of successful Communicator
What’s Communication?.

 Communication is the exchange of information between a sender and a receiver and

perception/understanding of meaning between the individuals involved.

 Communication is the transmission or exchange a information, signals, messages or data by

any means, such as talk, writing or via telephone, telegraph, radio or groups.

Sender Receiver
What’s Communication?.
 Communication is two way interaction between two parties to transmit information
and mutual understanding between themselves

 In Simple, Communication is the act of transmitting information, ideas and attitudes

from one person to another

 Communication is a process in which people share information, ideas, experience and

feeling.
The elements involved in the communication process /terms of the communication
Communications Process………..

1. Sender
The sender or the communicator generates the message and conveys it to the receiver.
He is the source and the one who starts the communication

2. Message
It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is
then intended to be communicated further.

3. Encoding
The message generated by the sender is encoded symbolically such as in the form of
words, pictures, gestures, etc. before it is being conveyed.

4. Media
It is the manner in which the encoded message is transmitted. The message may be
transmitted orally or in writing. The medium of communication includes telephone,
internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.
Communications Process………..

5. Decoding
It is the process of converting the symbols encoded by the sender. After decoding the
message is received by the receiver.

6. Receiver
He is the person who is last in the chain and for whom the message was sent by the sender.
Once the receiver receives the message and understands it in proper perspective and acts
according to the message, only then the purpose of communication is successful.

7. Feedback
Once the receiver confirms to the sender that he has received the message and understood
it, the process of communication is complete.

8. Noise
It refers to any obstruction that is caused by the sender, message or receiver during
the process of communication. For example, bad telephone connection, faulty encoding,
faulty decoding, inattentive receiver, poor understanding of message due to prejudice or
inappropriate gestures, etc.
Why we use communication/ Importance of Communication

 For connecting with others

 Sharing information
 Networking with people with common interests
 Writing rules and laws
 For expressing our creativity
 For expressing our life philosophy
 Sharing the findings of our research work
 Selling goods and services
 Publicity and advertising
 Giving advice
 Teaching
 Consulting.
 Learning
 Sharing values.
What are the advantages of communication

 Enhance relationship
 Better understand what others are saying
 Better understand how to get your message across
 Reduce stress
 Increase productivity
 Save time and money
Use Communication in workplace

 Explain visions, goals and financial plans to Managers and supervisors and other
employees.

 Explain operational structure, job expectations, work ethics, rules and policies,
remuneration/salary pay system, and to give feedback to employees.

 Training of employees.

 Writing financial reports for directors and shareholders to assess business profitability.

 Preparing tax returns.

Channels of communications

Communication channels also called as a communication media or

transmission media

 Verbal/Oral Channel
 Written channel
 Visual channel
 Non-verbal channel
In oral communication, Spoken words are used.it include

Verbal Instructions
Meetings
Discussions
Presentations
Explanations
voice over internet
Written Channel
In written communication, written signs or symbols are used to
communicate.it include

 Memorandums
 Letters
 Reports
 Forms
 Banners
 Leaflets
 Handouts
Visual channel

Visual communication is the Express the ideas and information's

in the forms that can be read or viewed

It include

 Signs
 Logos
 Symbols
 Colors
 Uniforms
 Body language
Nonverbal communication

Nonverbal communication is the transmission of messages or signals

through a nonverbal platform such as eye-contact, facial expressions,
gesture, posture and distance between two individuals.
Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of communication and
they both bears their own characteristics. Communication types based on style and
purpose are:

 Formal Communication
 Informal Communication

Formal Communication
Formal communication refers to interchange of information officially. The flow of
communication is controlled and is a deliberate effort. It mention a Topic and an
agenda, a date and time, a target group, a location.
formal communication is following, certain rules, conventions and principles while
communicating message.
Formal communication channels flow in following (03) directions
 Upward communication
 Downward communication
 Horizontal communication (Lateral Communication)
 Cross /Diagonal communication
Upward communication

Upward communication travels from subordinates to superiors

and continues up the organizational hierarchy
Ex-
• Provide insight into problems
• Allowing executives to solve problems
and make intelligent decisions.
• Performance reports
• Focus groups
• Grievances
• Employee satisfaction surveys
• Company meetings
• Suggestion boxes
Advantages of upward communication

Here are some advantages to incorporating upward communication into a business:

 Increases mutual trust

 Improves workplace procedures

 Helps managers identify areas for self-improvement

 Makes employees feel valued

 Creates a pleasant environment within an organization

Downward communication

Downward communication flows from peoples from higher

level to those at lower levels in the organization hierarchy.

Downward communication
Ex-
 Convey executive decisions
 Providing information that helps employees do
their jobs
 Convey instructions and advice
 Delegate the Authority
Horizontal communication

exchange of ideas between different individuals/departments

at the same level of hierarchy in the organization.

Horizontal communication
Ex-
 Help employees share information servicers
 Coordinate tasks
 Solve complex problems
Diagonal communication

Diagonal communication is cross-functional communication between employees

at different levels of the organization.

For example, Sharing information and services in between senior-level and

lower-level employees from different parts of the organization.
Diagonal
Informal communication

Informal communications are often unofficial and

spontaneous

Ex
 Instant messaging
 Casual Discussion
 Verbal exchange
 Note
+
Characteristics of successful Communicator
Great communicators know exactly who will be sitting in the crowd and will tailor their message
to that audience. Make sure you know who will be in the room and where they come
from. Speak with the appropriate energy, passion, tone, and language for your audience. Pay
attention to the signs of an engaged audience.

 Good listener  Honest

 Appreciative  Reliable
 Concise (summarize)  Problem Solver
 Empathetic  Not Easily frustrated ambitions / satisfaction
 Confident  Energetic
 Friendly  Self-starter
 Polite  Proactive/active
 Well Organized
 Sincere
 Good judgment
 Respectful
 Consistent/fixed
Assignment -01

1. Define the “Communication”?

2. List out the terms of communication.
3. Explain important of communication within an organization?
4. Describe the Channels of communications.
5. Describe Formal communication levels within organization.
6. Write 03 advantages of formal communication.
7. How to improve non verbal communication?
8. Which step completes the effective communication process?
9. Describe characteristics of successful Communicator.
10. What are the advantages of written communication?
11. Write 03 advantages and 03 disadvantages of verbal communication.
12. “Grapevine” explain with example.
13. Briefly explain the internal and external communication in an organization.
14. What is two-way communication?
15. How does effective communication impact an organization?