Effective Communication in Work Environment

Communication skills want to communicate. Next, be confident to the point

are necessary for the development of self-advocacy and focused on solutions. Finally, let the person or
and self-determination for a lifelong success. They are group you are communicating with have the
how we give and receive information and convey our opportunity to respond and listen to what they are
telling you.
ideas and opinions with those around us. Communication
comes in many forms:
• verbal (sounds, language, and tone of voice)
• aural (listening and hearing)
• non-verbal (facial expressions, body language, and
posture)
• written (journals, emails, blogs, and text messages)
Listening Skills
• visual (signs, symbols, and pictures)
Listening skills are just as important as communication
Non-verbal skills in delivering message. This allows full
is the process of sending and receiving wordless understanding of the other party and what their
messages. Consider the following seven types of non- response is to your point of view.
verbal signals and cues we often use to Core Listening Skills
communicate our interest in and to others. • Giving the other party your full attention. If you
• Facial expressions are in their presence look at them directly, don’t do
other activities such as doodling. Try to understand
• Body movements and posture their body language.
• Gestures • Encouraging them to speak. Ask open-ended questions.
• Eye contact • Showing that you are genuinely listening by nodding,
repeating back what they have said but in your own
• Touch (Haptics) words.
• Space (Chronemics) • Acknowledging their feelings – ’It must have been
really difficult for you when...’
• Voice (Paralanguage)
• Asking for clarification when you do not understand.
How to achieve effective communication?
Good communication is about getting the right message • Trying to understand other’s point of view, rather
to the right person in the right medium at the right than immediately applying own preconceptions about
time. Depending on the nature of the message and the respondent.
audience, the audience may then have the opportunity • Letting the other party put over their response fully
to engage in a productive discussion of the message. before you react and giving them time to express their
point of view.
The Stages of Communication • Being cautious in expressing your opinion. If it is
clearly not appropriate don’t express it.
• Being timely in your reaction to the other party’s
responses to your messages.
Workplace Documents
There are many different types of workplace
documents. Some examples are:
• Messages
What makes a good communicator?
• Memorandum
powerful message needs to be delivered convincingly.
There are three stages of communication to think • Business Letters
about. Firstly, prepare well and understand what you
• Minutes from meetings
• Agenda 3. Who did not attend? (Include this information if it
matters)
• Annual reports
4. What topics were discussed?
• Presentations 5. What was decided?
• Diagrams 6. What actions were agreed upon?
Messages 7. Who is to complete the actions, by when?
messages come in all sorts of formats. It can be a 8. Were materials distributed at the meeting? If so,
simple phone message to an email or a short message are copies or a link available?
left for a work colleague. 9. Is there anything special the reader of the minutes
Memorandum should know or do?
Memorandum or memo is a workplace document that 10. Is a follow-up meeting scheduled? If so, when?
sends information to people in your organization about where? why?
a work-related topic. Guidelines in Writing a Meeting Minutes
Guidelines in Writing a Memorandum 1. Write minutes soon after the meeting, preferably
1. Choose a representative phrase that immediately within 48 hours. That way, those who attended can be
tells the reader what the memo will be about. reminded of action items, and those who did not
attend will promptly know what happened.
2. Use plain paper (not stationery) with one-inch
margins around the page. 2. Don't skip writing minutes just because everyone
attended the meeting and knows what happened.
3. Use a professional font and black color. Meeting notes serve as a record of the meeting long
4. Begin all the lines of the memo at the left margin, after people forget what happened.
except the MEMO line which can be centered. 3. Don't describe all the "he said, she said" details unless
5. Use single-spaced, with two spaces between those details are very important. Record topics
paragraphs in the body of the memo. discussed, decisions made, and action items.
6. If your memo is more than 1 page long, use a 4. Don't inclu de any information that will embarrass
subsequent page header that includes who the Memo is anyone (for example, "Then John/Jane left the room in
addressed to, the page number, and the date. tears").
7. Sign the Memo next to the FROM line, using initials, 5. Use positive language rather than describing the
first name, or complete name. discussion as heated or angry, use passionate, lively, or
energetic--all of which are just as true as the negative
8. Don’t add a greeting between the memo heading and words.
body.
6. Edit and proof the meeting minutes.
9. Use declarative verbs, and simple sentence structure.
7. Attach any hand-outs or documents electronically, so
10. Be specific and detailed without including that all participants and non-participants have easy
unnecessary (i.e. time-wasting or confusing) access to them.
information and without insulting reader’s intelligence.
8. Include the following information: Topics, Decisions,
11. Use a more informal tone. Remember, however, that Actions Agreed Upon, Person responsible, Deadline, Next
what counts as “formal“ or “informal“ is defined in Meeting, Date and Time, Location and Agenda items
terms of each organization’s culture.
12. Pay attention to the intended audience and context.
Be guided with the template below.
Agenda and Meeting Minutes
Agenda is a list of topics that are planned to be
discussed at a meeting. It is used a guide to the
Chairperson of a meeting, to keep the meeting “on
track“. The minutes of the meeting are the record of
the matters that are discussed during a meeting. They
are a “formal“ record of what took place in a meeting.
Consider the following questions in writing meeting
minutes:
1. When was the meeting?
2. Who attended?
 Writing Proposals

Key Features: be? Do they have the authority to enact your

proposal?
1. A well-defined problem.
7. Stance
Example:
How can you show your audience that your proposal
“Motorcycle riders who do not wear helmets is reasonable and should be taken seriously? How can
risk serious injury and raise health-care costs you demonstrate your own authority and credibility?
for everyone.“
8. Media/Design
2. A recommended solution.
• Once the problem is defined, propose How will you deliver your proposal? In print?
solutions to the problem. Online? As a speech? Would visuals help
• Explain it by providing details to said support your proposal?
solution.
3. A convincing argument for your proposed 9. Generate Ideas and Texts
solutions. Explore potential solutions to the problem.
• Convince readers that your solution is
feasible and that it is the best way to solve How?
the problem. RESEARCH to see how others have solved or
• Explain in detail how your proposed solution
would work. tried to solve similar problems. Don’t settle
• Anticipate questions.
on a single solution too quickly because you
• Consider any questions readers may have
will need to COMPARE the advantages and
about your proposal; and disadvantages of several solutions in order
• Show how its advantages out-weigh any
to argue convincingly for one.
disadvantages. Source: Tagay, L., PowerPoint Presentation,
• A call to action. PC GenEd 2nd Training, 2017
• The goal of a proposal is to persuade
readers to accept your proposed solution. Focus on a smaller problem or a limited
• This solution may include asking readers to aspect of a large problem because it will
take action. yield a more manageable proposal.
1. An appropriate tone. 10. Consider the Rhetorical Situation.
2. Since you are trying to persuade readers to
11. Purpose
act, your tone is important – readers will
always react better to a reasonable, Do you have a vested interest in the solution
respectful presentation than to anger or your readers adopt, or do you simply want
self-righteous. to eliminate the problem, whatever solution
might be adopted?
Guide to Writing Proposals
12. Audience
3. Decide on a TOPIC
How can you reach your readers? Do you
Choose a problem that can be solved. Complex, large know how receptive or resistant to change
problems, such as poverty, hunger, and terrorism, they are likely to be? Do they have the
usually require large solutions. authority to enact your proposal?
Focus on a smaller problem or a limited aspect of a 13. Stance
large problem because it will yield a more
manageable proposal. How can you show your audience that your
proposal is reasonable and should be taken
4. Consider the Rhetorical Situation. seriously? How can you demonstrate your
5. Purpose own authority and credibility?
Do you have a vested interest in the solution your 14. Media/Design
readers adopt, or do you simply want to eliminate
the problem, whatever solution might be adopted? How will you deliver your proposal? In print?
Online? As a speech? Would visuals help
6. Audience support your proposal?
How can you reach your readers? Do you know how 15. Generate Ideas and Texts
receptive or resistant to change they are likely to
Explore potential solutions to the problem.
How?
RESEARCH to see how others have solved or
tried to solve similar problems. Don’t settle
on a single solution too quickly because you
will need to COMPARE the advantages and
disadvantages of several solutions in order
to argue convincingly for one.
Source: Tagay, L., PowerPoint Presentation,
PC GenEd 2nd Training, 2017

Simple Steps in Writing Proposal

1. Introduce and explain the problem
2. Explain the proposed solution
3. Give the reasons why it is the best solution
(anticipate and answer the question)
4. Call for action or reiterate
 Communication for Various Purposes

UNDERSTANDING CONVENTIONS OF TRADITIONAL GENRES THESE ARE SOME GENERAL CONSIDERATIONS FOR
PROFESSIONAL E -MAIL
STEPS IN COMMUNICATION PLANNING CORRESPONDENCE AND ETIQUETTE (HASSETT, 2003):
1.Research and analysis or take stock of current • Consider the audience and occasion, and avoid
situation. Consider these: informality and jargon
1.1. Research • Use a courteous tone in your message; avoid provoking
1.2. Resources
1.3. Communication Opportunities misunderstanding or anger by being too abrupt
1.4. Communication Impediments • Indicate the subject of the message
• Greet the addressee appropriately
2. Goals and Objectives • Organize your thoughts and communicate them clearly
Consider these: and concisely
2.1. Changes you wish to cause
2.2. Steps to reach goals • Keep e-mail messages brief and to the point
2.3. Who, what, when, how to communicate • Use proper English, grammar, and spelling; proofread
before sending
3. Target Audience • Sign your name to the message
Consider these: • Read messages you receive carefully before
1.1 Defining audience
1.2 What they know responding
1.3 What influences them • If you need time to compose a reply, send a brief
1.4 Communication Impediments message acknowledging receipt and communicating when
you intend to respond in full
4. Key messages
Consider these: 2. MEMORANDA
4.1 Essential ideas A memorandum, or memo, is used to communicate
4.2 The Message specific information, usually within a department, or
4.3 Specific needs are understood and acted upon organization.
5. Communication Strategies THESE ARE SOME GENERAL GUIDELINES
Consider these: FOR MEMOS.
5.1 Resources • Format a memo with To, From, Date, and Subject (or
5.2 Effective communication Re:) lines
5.3 Outcomes delivery • Use proper English, grammar, and spelling
6. Evaluation • Use a courteous, professional tone
Consider these: • Be clear and concise
6.1 Communication plan • Clearly state if a reply or other action is required or
6.2 Message requested
6.3 Audience • Print the memo on letterhead or a word-processing
6.4 Surveys
6.5 Audits memo template
6.6 Focus group sessions
3. LETTERS
TYPES OF COMMUNICATION Letters are the means of formal, professional
communication with others outside an organization.
A. WRITTEN Sometimes, letters are used within an organization to
COMMUNICATION formally present a secondary document, such as a
There are several types of written communication committee report.
discussed in this section: electronic mail, memoranda, THESE ARE GENERAL GUIDELINES FOR DRAFTING A LETTER
letters, reports and papers. Professionalism and
effectiveness in written communication depends on AS WELL AS AN EXAMPLE BUSINESS LETTER.
choosing the best type by which to express a subject, • Format a letter with the complete address of the
and then following basic guidelines for conveying your recipient
message to the recipient. • Print the letter on letterhead, or compose a header
1. Electronic Correspondence with the sender’s complete address and contact
Electronic mail, or e-mail, is appropriate for short, rapid information
communications. It is not effective for conveying large • Use a formal greeting, such as “Dear“ or “To whom it
amounts of information or complex information. may concern“
• Organize the information, and be clear and concise
• Include a formal closing, such as “Sincerely“ and sign the SUNY College of Environmental Science and Forestry
and print your name in Syracuse.
• State your purpose for calling. o Example: I am working
4. REPORTSAND PAPERS on a project for my forest management class, and was
One of the most frequent forms of written wondering if you could provide some input for this
communication that you will use to complete assignments project based on your experience as a forest manager.
in your courses is the report or paper. • Ask your questions clearly without interrupting the
person you are talking to, and take notes on the
conversation.
THESE ARE THE BASIC ELEMENTS OF A REPORT AND • Thank the person for his or her assistance.
GUIDELINES TO FOLLOW FOR WRITING A PAPER. ALSO SEE
THE SECTION ON CITATION. • Be prepared to leave a message in case the person is
Basic Components of a Report not available. When leaving a message on an answering
• Introduction machine, clearly state your name and, speaking slowly,
include your phone number and the purpose of your call.
• Literature Review Also indicate if you will be calling the individual back or
• Methods and Materials if you’d like him/her to return your call.
• Results
• Discussion 2. INTERVIEWS
Often interviews are required for class projects or
• Conclusions qualitative research studies. If you plan on conducting a
• Bibliography qualitative research project, coursework in qualitative
research methods will be necessary.
GENERAL GUIDELINES FOR WRITING PAPERS GUIDELINES FOR CONDUCTING BASIC INTERVIEWS FOR
• Use one-inch margins, 12 point font, double-line spacing, CLASS PROJECTS FOLLOW.
and page numbers • Understand the benefits of telephone versus in-person
• Avoid second person and passive voice interviews. Telephone interviews are especially useful
• Spell-check, grammar-check, and proofread (Spell when distance prevents you from interviewing in person.
In person interviews often provide more detailed
check alone is insufficient! For example, “Magellan information because of the more-personalized contact
circumcised the glob“ does not contain spelling errors, between you and the interviewee. Choose the form that
but is is best based on project requirements and travel
certainly not the intended communication) (Henriksson, limitations.
2001). • Use an interview guide (i.e., a list of questions to be
• Organize your thoughts by preparing an outline before used during the interview). An interview guide will help
writing you keep the conversation focused and will prevent you
• Start a paper with an introduction and end with a from forgetting any important questions. Make sure the
conclusion questions apply to the interviewee’s personal experience.
• Cite your sources internally, and include a works cited • Always introduce yourself and the purpose of the
and/or bibliography in proper format (see the citation interview.
section of this handbook) • Let the interviewee know the purpose for which you
will be using his/her comments.
B. ORAL COMMUNICATION • Obtain permission to conduct the interview. If you plan
Oral communications include simple telephone calls,
interviews for class projects or research studies, and on tape recording an interview, always ask permission
informal and formal presentations. Having a clear idea before turning on the tape recorder, then ask permission
of again once the tape is recording. Let the interviewee
what you want to say or ask is essential to effective know that he/she can stop the interview at any time.
oral communications • Always thank the interviewee at the end of the
conversation.
1. TELEPHONE CONVERSATIONS • Always send the interviewee a copy of any reports
Telephone contact between forest and natural resource resulting from the project.
managers and the general public or client groups is very
common. Throughout your career, you will need to 3. PRESENTATIONS
answer incoming telephone calls politely, even when Presentations can either be informal (for example, a
conversing with a disgruntled individual. class presentation or a short presentation at a meeting)
or more formal, such as a presentation at a workshop
WHEN CONTACTING OTHER INDIVIDUALS BY TELEPHONE, or conference.
CONSIDER THESE STEPS.
• Prepare a list of questions to ask the person you are GUIDELINES APPLY TO BOTH TYPES OF PRESENTATIONS
contacting prior to making the phone call • Dress appropriately. Dressing appropriately for your
• Always clearly identify yourself and your affiliation. audience can help to connect you to your audience.
o Example: My name is ___________. I am a student at
• Know your audience. Understanding the interests of
your audience is essential to understanding how to focus
your presentation. Speak to the interests and educational
level of your audience.
• Carefully structure your presentation. Your
presentation should be well organized and include the
following: o a title slide that shows your name and the
title of your presentation, or the body of information
• The information on the slides should be presented in a
logical order, beginning with basic concepts and leading
into more detailed information towards the end of your
presentation.
• Get the audience involved in your presentation.
• Call for questions after your presentation. Once you
have concluded, ask the audience members if they have
any questions for you
COMMUNICATION
Here are some guidelines to consider in preparing
graphics for your written and oral communications.
1. TABLES
A table is a convenient way to present data. Separate
tables (numbered in the order of their first appearance)
should be used for all but the simplest tabular
material.
2. GRAPHS
A graph is simply a device to present data. Various types
of graphs are utilized to convey various date.
3. MAPS
A map is a spatial method of communicating information
about a project, process, travel route or idea. The key
word is spatial: how something is distributed in space or
how you get from location A to location B. Getting from
A to B can be described either through a map or through
a set of steps
MAP ELEMENTS
• Border.
• Title.
• Neat lines.
• North Arrow
• Legend.
• Scale.
• Text boxes.
• Metadata.
• Balance and white space.

PLAGIARISM
When you do not cite your sources, or keep close track
of your research process, you run the risk of
plagiarizing. Plagiarism is presenting someone else’s ideas,
work, or words as if they were your own.