CD 227: EFFECTIVE COMMUNICATION
SKILLS & ETHICS IN THE WORKPLACE
LECTURE 2
TOPIC: APPLICATION OF COMMUNICATION
THEORIES IN THE WORKPLACE
Lecture Presenter: Mrs. Maino
(Adapt. Aisi, 2012)
Wednesday 28th July, 2021
LECTURE OUTLINE
…….
• INTRODUCTION
1. Workplace Communication
2. Nature of Workplace Communication
3. Importance of Workplace Communication
4. Customer/Client Communication
•
CONCLUSION
INTRODUCTION
1. Communication = the process of transferring information
from the sender to the receiver who decodes the
information and acts accordingly.
• The source, or where the information or idea comes
from;
• The message, which is the information or idea that
is communicated;
• The channel, which is the medium the message is
transmitted;
• The receiver, who is the person for whom the
message is intended.
2. COMMUNICATION THEORY FRAMEWORKS:
I.
Mechanistic Framework - transfer of information from
the sender to the receiver
II. Psychological Framework – sharing of thoughts,
feelings with others
III. Social Framework - interaction between the sender
and the receiver
IV. Systemic - individual interpretation of same
information
V. Critical – means used to establish one’s power and
authority among other individuals
3. Two main parts of communicating a message (meaning):
1. verbal – information put across by speaking
(intentional – 10%)
2. non-verbal – information put across without
speaking (unintentional – 90%)
Workplace Application:
Communication is a process where each one of us
specifically assign and engage in the act of conveying a
certain meaning so that two or more individuals create a
level of understanding that is shared among all parties.
1. WORKPLACE COMMUNICATION
• Workplace Communication involves:
1. Visual Communication includes specially designed signs,
electronic communication, documents, presentations.
2. Written Communication includes reports, evaluations,
emails, instant messages, physical and electronic memos,
training materials, etc
3. Verbal Communication includes the use of sounds, specific
languages in spoken word
4. Non-Verbal Communication includes what is
communicated through body movements, eye contact,
facial expressions, etc.
2. NATURE OF WORKPLACE COMMUNICATION
• Although there are several ways to communicate in the
workplace, the most basic types are external
communication and internal communication.
• Internal communication regulates and encourages
productivity within organization
• External communication is used to advertise, sell, respond
and build the business, and engages your organization
with those you do business with.
3. IMPORTANCE OF WORKPLACE COMMUNICATION
3.1 Gravity of Communication in Business
❑ Communication is the:
•
•
Crucial decisive factor in business relations;
and
It very much depends on saying the right things at the
right time and at the right place when dealing with
partners, customers, stakeholders, media and,
sometimes, even competitors.
• Miscommunication or ambiguity can ruin
your chances of survival in today's
competitive business environment.
• Maintaining professional protocol in oral
and written business communication is
extremely important and must not be taken
lightly.
3.2 Importance of Managing Human Resources:
• This is one resource that doesn't follow any principle of
management, economics, psychology or any other
social science!
• It is most random and volatile resource which must be
managed with great skill to achieve desired
organizational outcomes.
• Communication is that element which builds and keeps
the organizational network moving towards set
outcomes.
3.3 Communication in the workplace is diverse;
– Vertical
– Horizontal
– parallel organizational levels
• ….. should conform to the hierarchy prescribed by the
organization.
• For example, it involves interpersonal
communication between colleagues, superiors
and subordinates and vice versa, and therefore
workplace communication skills are extremely
important in getting right.
3.4 Grapevine Communication:
▪ Advantages include:
▪
Builds a strong bond among peer groups;
▪
Satisfies communication needs and reduces emotional
outbursts and reactions;
Provides informal feedback on organizational changes, if
implemented.
▪
▪ Disadvantages include:
▪
▪
▪
Dangerous and not healthy for an organization, if not
monitored;
Grapevine channels distort/exaggerate contents of messages;
May result in personalization and character assassination, etc.
▪ Grapevine channels can be moderated , however,
cannot be eliminated
4. CUSTOMER/CLIENT RELATIONSHIP
4.1 Customer – party that receives or consumes goods/
services, and has the ability to choose from
what is provided
➢Successful businesses provide excellent service by:
i.
Handling customer complaints promptly
and effectively;
ii.
Diffusing any instance of customer
complaint through quick resolution of the
problem;
iii.
providing free product or service discount
offers
4.2 Client – person or group that use the
professional advice or services provided
by your organization.
➢ Building customer relations involves acting as a resource
for your client base.
➢Offering resources include:
i.
directing customers to related areas of business within the
industry you occupy ;
ii.
or share networks of contacts with other business owners,
your clients see you as a valuable resource.
CONCLUSION
Communication Needs Determine Who and How One
Communicates with Those around him or her.
REFERENCES
Aisi, Mary. (2012). Gravity of Communication in Business.
Unitech Printery. PNG.
Cambridge English Dictionary (2017) Customer Relations.
Cambridge University Press. Great Britain.
Conrad, David. (2014). Workplace Communication Problems:
Inquiries by Employees and Applicable Solutions. Journal
of Business Studies Quarterly. Vol.4.No.4: 105 -116.
Pace, R. W. & Faules, D. F. (1989). Organizational
Communication, (2nd ed.). New Jersey, USA: Prentice-Hall.
Stohl, C. (1995). Organizational Communication:
Connectedness in Action. London: SAGE
END OF LECTURE