Effective communication in the workplace is important for organizational success. It allows for the transfer of information between individuals, increases productivity, helps anticipate and solve problems, and fosters better relationships and understanding. Some key aspects of effective communication include choosing the appropriate channel, being a good listener, providing constructive feedback, and overcoming barriers such as language differences or attitudes. Managing both formal and informal communication networks, as well as nonverbal cues, is also important for workplace communication.

1. Effective Communication in the Workplace “WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND”. (RUDYARD KIPLING)

2. “To listen closely and reply well is the highest perfection we are able to attain in the art of conversation” “LA ROCHEFOUCAULD”

3. WHAT IS COMMUNICATION ? Many definitions e.g. “Communication is the process of transmitting information from one person to another” “The transfer of information and understanding from one person to another person”. (Keith Davis)

4. Communication is a social process. Communication is like a chain process made up of identifiable links. “A process of transmitting and receiving verbal and non-verbal messages that produce a response” (MURPHY AND HILDEBRANDT)

5. COMMUNICATION IS REPRESENTED BY:10% WORDS – WHAT WE SAY30% SOUNDS – TONE 60% BODY LANGUAGE – HOW WE SAY IT

7. SEVEN “C’s” OF COMMUNICATION COMPLETENESS – contains all facts the reader or listener needs for desired action. CONCISENESS CONSIDERATION CONCRETENESS CLARITY COURTESY CORRECTNESS

8. ORGANISATIONAL BENEFITS OF EFFECTIVE COMMUNICATIONS INCREASE PRODUCTIVITY ANTICIPATE PROBLEMS MAKE DECISIONS COORDINATE WORKFLOW SUPERVISE OTHERS DEVELOP RELATIONSHIPS BETTER UNDERSTANDING IN THE WORKPLACE IN GENERAL

9. COMMUNICATION CONTEXT PHYSICAL CONTEXT CULTURAL CONTEXT SOCIAL-PSYCHOLOGICAL CONTEXT TEMPORAL (TIME) CONTEXT

10. PHYSICAL CONTEXT TANGIBLE OR CONCRETE ENVIRONMENT i.e. ROOM OR HALLWAY OR PARK. EXERT INFLUENCE ON THE CONTENT (WHAT WE SAY) AS WELL AS THE FORM (HOW WE SAY IT) OF THE MESSAGE.

11. CULTURAL CONTEXT REFERS TO THE COMMUNICATORS’ RULES AND NORMS, BELIEFS AND ATTITUDES THAT ARE TRANSMITTED FROM ONE GENERATION TO ANOTHER. DIRECT EYE CONTECT BETWEEN CHILD AND ADULT SIGNIFIES DIRECTNESS AND HONEST IN ONE CULTURE AND DEFIANCE AND LACK OF RESPECT IN OTHER.

12. SOCIAL-PSYCHOLOGICAL CONTEXT INCLUDE STATUS RELATIONSHIPS AMONG THE PARTICIPANTS, THE ROLES AND THE GAMES THE PEOPLE PLAY, AND THE CULTURAL ROLE OF THE SOCIETY IN WHICH THEY ARE COMMUNICATING. INCLUDE FRIENDLINESS OR UNFRIENDLINESS, FORMALITY OR INFORMALITY, AND SERIOUSNESS OR HUMOUROUSNESS OF THE SITUATION.

13. TEMPORAL CONTEXT TIME OF DAY AS WELL AS TIME OF HISTORY FOR MANY PEOPLE MORNING IS NOT A TIME FOR COMMUNICATION; FOR OTHERS IT IS IDEAL APPROPRIATENESS AND IMPACT OF MESSAGES DEPEND, IN PART, ON THE TIME IN WHICH THEY ARE UTTERED.

14. Types of Communication in the workforce INTERPERSONAL COMMUNICATION CORPORATE COMMUNICATION FORMAL COMMUNICATION NON-FORMAL COMMUNICATION ORAL COMMUNICATION WRITTEN COMMUNICATION NON-VERBAL COMUNICATION

15. Communication Fundamentals Direction: Downward Upward Crosswise Networks: Formal vs. Informal

16. 16 Formal Communication Channels The system of formal communication channels includes: Downward communication top down Upward communication bottom up Horizontal within a level 2.2

17. Communication Networks Wheel All Channels Chain

18. 18 The Communication Process Noise occurs if: The sender is unsure what message to communicate The message is not clearly encoded The wrong channel is chosen The message is improperly decoded The receiver lacks experience or time 2.1

20. Issuing contradictory messages

21. Hurriedly communicating vague, unclear messages

23. Managers acting angrily and defensively to problems

25. Managers and workers not given time or opportunity for horizontal communication

26. Not enough opportunities or channels for lower-level workers to engage in horizontal communicationHorizontal Common Problems with Downward, Upward, and Horizontal Communication 2.2

27. 20 Informal Communication Channels Transmitting messages outside the formal communication channels The “Grapevine” Highly accurate information is timely senders seek feedback accuracy can be verified 2.3

28. The Grapevine “The grapevine motto: Good information passes among people fairly rapidly—bad information, even faster!” Grapevine An unofficial channel of communication that is neither authorized nor supported by the organization. Copyright © 2005 Prentice Hall, Inc. All rights reserved. 12–21

29. 22 Managing Organizational Grapevines Don’t withhold information from it Don’t punish those who use it Embrace the grapevine and keep employees informed Use it as a source of information 2.3

30. 23 Nonverbal Communication Any communication that doesn’t involve words Kinesics movements of the body and face Paralanguage the pitch, tone, rate, volume, and speaking pattern of a person’s voice 2.5

31. Barriers to Communication Physical Barriers Lack of Communication skills Language Barriers Barriers of Attitude Emotional Barriers Filtering Selective Perception

32. 25 How to Improve Communication Choosing the Right Communication Medium Being a good listener Giving effective feedback 3

33. How to overcome communication barriers? Use the right choice of words A single word can cause a lot of misunderstanding Simple understandable languages is the best means of communication Be straight forward and clearly express one’s opinion without feelings during the interaction. Body language should be positive and voice should be clear and audible.

35. How to overcome communication barriers? One should concentrate upon the conservation and not get distracted by anything in the surrounding Good listening skills is also an integral part Listen to each and every word that the speaker is trying to say Do not interrupt when others are saying something Do not let individual grudge come over your way of communication.

37. Written communicationChoosing the Right Communication Medium 3.1

38. 30 Listening Active Listening Hearing versus Listening Emphatic Listening 3.2

39. 31 Managing Organization-Wide Communication Improving Transmission:Getting theMessage Out Improving Reception 4

40. 32 email online discussion forums televised / videotapedspeeches and conferences corporate talk shows broadcast voice mail Improving Transmission Getting the Message Out 4.1

41. 33 Beyond the Book Office Instant Messaging Instant messaging at work fosters international and interdepartmental communication. It also speeds up the rate of information exchange. Some bosses worry that this communication means will distract and overwhelm workers. Source: Mamberto, Carola. “Instant Messaging Invades the Office.” The Wall Street Journal. July 24, 2007.

42. 34 KnowledgeAudit Online Directory DiscussionGroups onInternet RewardInformationSharing Step 1 Step 2 Step 3 Step 4 Establishing Online Discussion Forums 4.1

43. 35 Improving Reception Company hotlines Survey feedback Informal meetings Surprise visits Blogs 4.2

44. Importance of Communication in an Organization. Creates job satisfaction Lesser workplace conflicts Increases workplace productivity Secure work future Formation of relationships Proper utilization of resources.

45. Key Communication Skills Listening Skills Feedback Skills Presentation skills