1. Workplace Communication
Vocational Education and Training
Training Toolbox Series
ICA11v1.0
Information, Digital Media & Technology
Cert I, II and III
Workplace Communication
Section 1

2. Communication Process
Workplace Communication
The
Communication Process

3. Table of Contents Workplace Communication
Section 1 – The Communication Process
Developing Communication Skills Slide - 04 Communication Process Elements Slide - 06
Communication Process Roles Slide - 07
Verbal and Non –Verbal Communicators Slide - 10
Non –Verbal Pictorial Communicators Slide - 11
Communication Flows  Slide - 12
Communication Breakdown  Slide - 13
Communication Styles  Slide - 14
Interpreting & Comprehending Spoken Information Slide - 24
Interpreting & Comprehending Written Information  Slide - 25
Interpreting & Comprehending Forms  Slide - 26

4. Developing Communication Skills
Workplace Communication
Developing Communication Skills
The development of effective communication skills can greatly affect:
The level of job satisfaction
Safety within the workplace
The quality and delivery of customer service
Workplace productivity
Personal efficiency

5. Developing Communication Skills
Workplace Communication
Developing Communication Skills
Effective communication skills can also assist you when:
Resolving complaints and handling confrontations
Participating in meetings
Maintaining your personal rights as an employee
In a learning and/or training situation
Customer/client presentation
Writing reports

6. Communication Process Elements
Workplace Communication
Communication Process Elements
The communication process has seven basic elements that are essential for effective interaction. Those elements are:
The setting
The message
The channel or mode
The sender
 The feedback
 The receiver
 Interference, distractions, or noise
CHANNEL
INTERFERENCE
OR NOISE
RECEIVER
SENDER
FEEDBACK

7. Communication Process Roles
Workplace Communication
Communication Process Roles
The sender must:
Relay the message in a clear and easily understood manner
  Use an appropriate delivery mode to the receiver
Avoid technical jargon or unfamiliar terminology
Confirm the message has been received

8. Communication Process Roles
Workplace Communication
Communication Process Roles
The receiver must:
 Listen or read the message
 Interpret the message
  Clarification through questioning
 Provide feedback and confirmation to the sender
The sender must:
Relay the message in a clear and easily understood manner
  Use an appropriate delivery mode to the receiver
Avoid technical jargon or unfamiliar terminology
Confirm the message has been received

9. Communication Process Roles
Workplace Communication
Communication Process Roles
Communication channels are:
 Speaking on the telephone
 Speaking in an office or to a fellow employee
 Sending an or researching the internet
 Television and radio broadcasts
 Meetings
 Brochures, newsletters or flyers
 Newspapers, magazines or other types or printed media
The receiver must:
 Listen or read the message
 Interpret the message
  Clarification through questioning
 Provide feedback and confirmation to the sender

10. Verbal and Non –Verbal Communicators
Workplace Communication
Verbal and Non –Verbal Communicators
Verbal
Oral
Written
Non Verbal
Facial expressions
Body language
Gestures
Personal appearance

11. Non –Verbal Pictorial Communicators
Workplace Communication
Non –Verbal Pictorial Communicators

12. Communication Flows Workplace Communication
Using various communication modes, communication in the workplace flows in the following ways:
Internally
Externally
Laterally
Vertically
Formally
 Informally

13. Communication Breakdown
Workplace Communication
Communication Breakdown 
Communication breakdowns can occur when:
Inappropriate or unfamiliar words are used
Inadequate language skills are used
Receiver does not possess adequate reading skills
Receiver or sender does not possess adequate writing skills
Other noise or movement has distracted receiver or listener
Irrelevant or incomplete information has been received or sent
Communication
Break
down

14. Communication Styles Workplace Communication
The nine common communication styles are:
Relaxed
Contentious
  Attentive
  Precise
  Dramatic
  Animated
  Open
  Dominant
  Friendly

15. Relaxed Workplace Communication A relaxed communicator:
  Calm and confident
  Free of nervous speech mannerisms
  Relaxed and easy-to-follow writing style

16. Contentious Workplace Communication A contentious communicator:
A contentious communicator:
  Challenges people
  Is argumentative
  Is difficult to stop when agitated
  Easily able to create negativity
  Is annoying and irritating
  Causes tension and unrest

17. Attentive Workplace Communication An attentive communicator:
An attentive communicator:
  Constantly clarifies information
  Is a good listener
  Enjoys listening to other people
  Offers constructive feedback
Is empathetic

18. Dramatic Workplace Communication A dramatic communicator:
A dramatic communicator:
  Acts out what is being said
  Emphasises what is being said
  Speaks dramatically
  Uses a lot of physical gestures
  Writes dramatically
  Tends to be a story teller
  Is usually an attention-seeker

19. Animated Workplace Communication An animated communicator:
An animated communicator:
  Uses lots of gestures
  Use of facial expressions
  Use highly expressive words and meanings
  Is enthusiastic and energetic
Is eager, lively and refreshing

20. Open Workplace Communication An open communicator:
An open communicator:
  Does not hide anything
  Expresses their feelings and emotions
  Tends to be extroverted
  Is conversational and unreserved
  Can be frank and outspoken
  Is approachable

21. Dominant Workplace Communication A dominant communicator: Takes charge
A dominant communicator:
  Takes charge
  Interrupts frequently
  Likes to talk and hear themselves
  Is confident and self-assured
  Has high self-esteem
  Is competitive
Often conceited

22. Friendly Workplace Communication A friendly communicator:
A friendly communicator:
  Always shows interest in others
  Avoids confrontation
  Is helpful and sociable
  Acknowledges the achievements of others
  Likes other people

23. Precise Workplace Communication A precise communicator:
A precise communicator:
  Defines everything
  Pedantic
  Uses traditional writing styles
  Likes documentation
  Requires proof
  Explains everything in clear detail
  Requires a high level of accuracy
  Tends to be a detailed person

24. Interpreting and Comprehending Spoken Information
Workplace Communication
Interpreting and Comprehending Spoken Information 
Interpret and comprehend spoken by:
  Becoming an active listener
  Asking plenty of questions
Giving lots of feedback
Stating your understanding

25. Interpreting and Comprehending Written Information
Workplace Communication
Interpreting and Comprehending Written Information 
Accurately interpret and comprehended messages by:
  Reading and re-reading the information
  Using a dictionary
  Using research
  Imagining what the writer is trying to say
  Determining what the meaning is
  Not basing your interpretation on your feelings, etc
  Asking for help 

26. Interpreting and Comprehending Forms
Workplace Communication
Interpreting and Comprehending Forms 
When working with forms: 
  Read it thoroughly
  Understand all instructions
  Indentify mandatory information
  Delete/erase inapplicable options

27. Workplace Communication
End of Section 1