Communication in the Workplace
Types and Uses of Workplace Communication
Workplace communication can be broken down into two main categories—oral and written. Oral communication is a spoken exchange of information, such as face-to-face discussions, telephone conversations, and Web and video conferences.
Written communication includes memos and reports, as well as emails and instant messages.
Face-to-face communication is the oldest form of workplace interaction. It includes group meetings, one-on-one meetings, and presentations. Face-to-face communication allows coworkers to exchange information in real time and strengthen relationships; however, it can also be challenging.
For coworkers to participate in person, each participant must be available at the same time and have time for it. Approaching a busy coworker for a face-to-face meeting can interrupt an important task or may cause an important conversation to be rushed if the meeting is "worked into" busy schedules.
Like face-to-face interaction, telephone communication also enables real-time exchange of information. Telephone conversations make it possible for parties who are miles or time zones apart from each other to connect.
Telephone conversations also require both parties to be available at the same time. An individual can also choose not to be interrupted when a telephone call comes in and allow voicemail to take a message. The individual can then return the call at a more convenient time.
Telephones can be used for conducting meetings when participants are not all at the same location. Such meetings are known as conference calls. Conference calls are more effective with small groups or with a single person doing most of the talking.
Disadvantages of telephone conference calls include potential technology malfunctions, the expense of conference call services, and inconsistency. Inconsistency can become an issue when using visual aids, such as reports or graphs. Use of visual aids requires each participant to have identical copies of the information during the call.
If visual aids are necessary, web/video conference is the most effective way to meet. Web/video conference is a meeting held via the Internet that allows real-time discussion.
Advances in technology have made video conferencing a common part of everyday life. People can meet face-to-face using computers and smartphones with relative ease. This way of communicating still has some disadvantages, such as technology requirements and slow Internet speeds.
Written communication is less direct than oral communication. Workplace communication can include a variety of methods, including handbooks, journals, memos, letters, contracts, agreements, and newsletters.
Another common written method of workplace communication is facsimile or fax, which is used when signatures are required. In the past, a fax was a copy of a document sent using a machine connected to a phone line. Like most current workplace written communication, the fax has also transferred to electronic or digital communication.
Person-to-person written communication at the workplace is usually accomplished through emails and instant messages.
The term email refers to electronic mail. Email allows the recipient to reply when it is convenient. This relaxed response time is a benefit for the recipient, but it can become a problem for the sender if the matter being discussed is time-sensitive. Email is appropriate for issues that do not require immediate response from the recipient.
Email can be effective when contacting numerous people at one time. An email list enables subscribers to send messages to the entire list using a single group email address. The group can receive a message or discuss an issue among the group. Larger lists, also known as listservs, can be used by a single person to make an announcement to hundreds of others using a single address. Communications by lists can be made public or kept private and can be recorded and saved on the Internet in archived files.
Email, like any technology, is subject to technological failure and human error. It is important that emails are addressed properly so that they are sent to the correct recipient.
Many email services offer a notification if a message is not deliverable due to a bad address and a return receipt setting which notifies the sender when a message is opened by the recipient.
Instant messaging is the transmission of a text message over the Internet. The message is immediately visible on the recipient’s computer or device. Instant message (IM), or chat, occurs in real time and can be sent without creating a significant interruption. The recipient can ignore the message if there are more pressing tasks to be completed
Instant messaging requires all parties to connect to an instant messaging service. Each person connected to the service must create a screen name. A list of the screen names of people frequently communicated with can be created. Depending on the setting selected, the screen name can indicate whether the person is online, away from the computer, or available to receive messages.
Because instant messaging occurs in real time, it is often more conversational and less formal than email. For this reason, it is important to be clear about the priority level and content of a message. Stating the importance of an issue early in the message enables the message recipient to quickly determine whether to address the issue immediately or continue with other tasks and reply later.
Remember that email and instant messaging require careful consideration of the wording used to help prevent misunderstandings since basic social cues, such as tone of voice, body language, and facial expressions, are not available to indicate sarcasm, humor, or anger.
Professional Considerations
Professionalism is important when communicating with coworkers. Qualities necessary for professionalism include:
Integrity
Dependability
Respect
Consideration
Personal development
Understanding of self
Teamwork
Self-sacrifice
Everyone wants to be treated with respect. Get to know your coworkers. Pay attention to not only how they communicate with you, but how you communicate with them.
When communicating with coworkers, consider whom you are addressing and why you are addressing them, as well as the context of your message. How would you communicate with these coworkers in person? Personalizing the message for the audience will help prevent potential misunderstandings, especially when sending electronic messages, and convey respect by demonstrating consideration for the message recipients.
It is also important to consider the proper level of formality when communicating with coworkers. Avoid slang terms, colloquialisms, and other language that may be too casual for the workplace or may be confusing or unfamiliar to some workers, such as those from other regions or those for whom English is not their first language.
All workplace communication, including faxes, emails, IMs, and speech, should contain language that is appropriate for the audience. If it is not obvious whether formal or informal communication is appropriate, be formal.
Private communications should be kept confidential. All employees should know the rules concerning confidentiality and should avoid discussing secret matters in public places. Any documents containing private information should be carefully guarded and properly labeled.
Courtesy should be a regular part of all communication. Phrases such as "please" and "thank you" indicate that you care about people and appreciate them. Listen carefully to what others have to say and show interest in their part of the conversation. Courteous communication can strengthen workplace relationships.
Fairness can also strengthen workplace relationships. When conflict arises, communication is the first step toward resolving it. Listen to all sides equally. Adopt a solution that deals fairly with each party and is in the best interests of the organization, then clearly communicate it to all persons involved in the conflict.
Avoid bringing personal issues into the workplace. People who allow personal problems to influence their work life often act unprofessionally as they vent their frustration on coworkers. Their professional qualities, such as respect, consideration, and teamwork, are minimized, thus negatively affecting productivity.
Keep personal feelings out of work decisions. If you feel overwhelmed by an event or situation, take a break and relax mentally. When you return to work, you will be better able to focus on work-related goals.
Personal problems can affect professional relationships. If you find it difficult to communicate with a coworker, look for the true source of the problem. Are you perhaps using the coworker as a substitute for a friend or family member involved in a personal problem you are having? If so, make this distinction and handle the work relationship in a professional manner.
Rudeness and disrespect in the workplace cause a decrease in job satisfaction and productivity. Employees become preoccupied with thoughts of the unpleasant interaction. Rude behavior, also known as incivility, places a strain on professional relationships. Workplace incivility can include hurtful speech, unfair exclusion, attitudes of disrespect, and attacks on ability and credibility.
Avoid workplace incivility by being respectful of others and observant of company rules and deadlines. As you model polite behavior, others will begin to exhibit equally respectful behavior in their direct interactions with you.
Dealing with the uncivil behavior of others in the workplace can be challenging. If appropriate, calmly and firmly express your desire for a change in the behavior. Always be courteous and avoid making accusations or being argumentative. The only actions you can control are your own, and it may be necessary to ignore the negative behavior of others or accept that it was not intentional.
Workplace Communication Skills
Effective communication involves careful consideration of both the message and the receiver of the message. There are often obstacles that prevent people from successfully conveying their own thoughts and feelings or fully understanding the thoughts and feelings of others.
In a work environment, communication problems can be caused by important information being withheld. When a supervisor or coworker has valuable information, but is unwilling or unable to share it, others can find it difficult to do their jobs.
Often this occurs during training. An expert knowledge of subject matter can make it difficult to understand the informational needs of a beginner. So, although a trainer may be extremely knowledgeable about a topic, it does not mean the trainer can clearly articulate information needed by trainees.
Communication difficulties can result from differences in communication styles. The speed, volume, pitch, and sophistication of a person’s speech affect how others perceive the messages being delivered by that person. These elements can also impact people’s perception of the speaker. People respond more positively to others who communicate the way they do.
Native language differences can affect communication effectiveness. These differences go beyond just the words spoken. Culture dictates what is said, as well as how and to whom it is said. When learning a second language, a person must learn nuances and social cues that accompany vocabulary. Misreading these cues can lead to misunderstandings and create a cycle of poor communication.When working with someone from another culture, educate yourself on what is considered professional behavior in that culture. Learn how people relate to one another and what means of communication is preferred. Slight changes in protocol may be necessary to accommodate other cultures.
An example of cultural differences in professionalism is the open-door policy. While it is common for American managers to allow employees to approach them directly with questions and issues, some cultures see such intermingling as a weakness among management. If an employee is from such a culture, it may be helpful to have a middle man to facilitate communication between the employee and managemen
(MEANING)
Middle Man-Person who facilitates communication by carrying messages between the employee and manager
To avoid cultural difficulties, concentrate on business and clearly communicate company policies and goals. If the workplace is focused on professional goals rather than personal traditions, preferences, or biases, everyone will be included and able to participate fully, regardless of cultural origins.
Common communication problems can result from a fear of confrontation. Many people avoid confrontation by altering their true message so that it is less likely to offend others. Such indirect communication includes addressing the entire group with a correction that was meant for a single person. An example of this would be a company that creates a training session for the entire department in response to a single employee's refusal to follow procedure.
People often ignore indirect communication, assuming that the message was not meant for them. Persistent use of ambiguous communication creates an environment of mistrust and misunderstanding as people try to interpret the speaker's true meaning.
Direct, decisive communication is important in all relationships, but it is absolutely necessary in the workplace. When talking to coworkers, know your intention and communicate the message clearly and openly.
.Sincerity is important when communicating. Be honest about how you are feeling. There is nothing wrong with expressing disagreement with someone as long as it is done respectfully and without anger.
Listen closely to others. Poor listening leads to misunderstandings; however, attentiveness creates a connection between the speaker and the listener and can lead to more meaningful workplace relationships.
Listen with an open mind and avoid making assumptions. Prematurely judging others leads to restricted communication. Openness establishes a free exchange of ideas and opinions.
People are sometimes apprehensive around coworkers with disabilities and are not sure how to communicate with them. It is important to treat every person with the same level of respect and dignity, regardless of physical abilities.
If you are unsure if a coworker requires your assistance, simply ask in a manner that is courteous, not patronizing. Offer help when needed, but do not exclude a person based on an assumption that the individual cannot or does not want to participate.
Body language can affect the way a message is perceived. For example, an open, relaxed stance conveys sincerity, whereas clenched fists or crossed arms express aggression or defensiveness.
Be mindful of your body language when speaking to coworkers. Maintain eye contact and avoid unnecessary movements. Looking away and fidgeting can detract from the message and suggest a lack of confidence.
Providing feedback in the workplace is important. Constructive feedback encourages employees and coworkers to continue performing well and gives them support during times when things are not going well.
In addition to letting employees and coworkers know how they are doing, feedback can give them confidence in themselves and their work. It can be instrumental in helping improve work relationships and productivity.
Summary
Oral communication is a spoken exchange of information. It includes face-to-face discussions, telephone conversations, and Web and video conferences. Written communication includes faxes, memos, reports, emails, and instant messages.
Face-to-face communication allows coworkers to exchange information in real time and strengthen relationships. Telephone communication allows a real-time exchange of information that can be conducted between parties that are miles and time zones apart.
Meetings that take place over the telephone are known as conference calls. Conference calls are more effective with small groups or with a single person doing most of the talking. Web/Video conference is a meeting held via the Internet. This type of meeting allows real-time discussion, as well as the use of visual aids.
Written communication is slightly less direct than oral communication. Person-to-person written communication is usually accomplished through instant messages and emails, although email can also be used to communicate with multiple people at one time. Email is appropriate for issues that do not require immediate response from the recipient. Instant messaging is more immediate and allows information to be shared in real time.
Professionalism is an important aspect of workplace communication. Qualities of professionalism include:
Integrity
Dependability
Respect
Consideration
Personal development
Understanding of self
Teamwork
Self-sacrifice
Everyone wants to be treated with respect. To increase communication effectiveness, consider the feelings and needs of the person with whom you are speaking. Also, consider the proper level of formality when speaking to others or drafting any form of written communication in the workplace. If it is not obvious if formal or informal communication is appropriate, be formal. Courtesy and fairness should be a regular part of all professional communication. Courteous communication strengthens relationships. Avoid bringing personal issues into the workplace. People who allow personal problems to influence their work life often act unprofessionally and risk damaging professional relationships.
Workplace incivility also damages work relationships and causes a decrease in job satisfaction and productivity. It can include hurtful speech, unfair exclusion, attitudes of disrespect, and attacks on ability and credibility. Avoid workplace incivility by being respectful of others and observant of rules and deadlines. Avoid personal attacks and an argumentative attitude when dealing with the uncivil behavior of others.
Obstacles that often prevent people from communicating effectively include withholding important information, differences in communication styles, native language differences, and a fear of confrontation.
Direct, decisive communication is absolutely necessary in the workplace. When talking to coworkers, know your intention and communicate the message clearly. Avoid using phrases of hesitation that obscure meaning and imply uncertainty. Also avoid speaking too quickly or softly, as these qualities suggest a lack of confidence in what you are saying. Body language can affect the way a message is perceived. Be mindful of your body language when speaking to coworkers. Maintain eye contact and avoid fidgeting.
Be honest and sincere when communicating. Be attentive when listening to others, and keep an open mind. Express disagreement respectfully, without anger.
People are sometimes apprehensive around coworkers with disabilities and unsure of how to communicate with them. It is important to treat every person with the same level of respect and dignity, regardless of physical abilities.
Feedback provides motivation for employees to continue to provide input and be involved in achieving work-related goals.