Module 6 dialogues will have a sole purpose or objective that the instigator wants to

achieve as a result of the communication. The more thought you put into why
you want to open up this process the more objective and focused your
COMMUNICATION FOR WORK PURPOSES
purpose will be.
INTRODUCTION
The most productive communications have a single objective ensuring
Communication in the workplace requires competence both in the clarity and ease of comprehension. Any conversation, discussion, or meeting
spoken and written exchanges of ideas and information among people who can have many exchanges but focusing on a single objective will ensure your
may have direct or indirect involvement in the organizational setting to ensure success.
that organizational needs and goals are met. Communicative competence;
however, is not enough. It is important to understand how communication Once you have established the reason why you want or need to
works in the organization to avoid breakdowns and manifest effective communicate you can structure the format of your message according to the
communicative means to resolve when breakdowns occur. Effective principle's other components.
communicative means involve the use of appropriate diction, register, tone,
ethics, and tools in delivering a message comprehensible by diverse Environment
audience and appropriate to social context.
In your management role you will find yourself needing to
communicate in a wide variety of situations - for example, with your team,
Lesson 1: Networks and Principles for Effective colleagues, management, stakeholders, suppliers, etc. For your
Workplace Communication communications to be effective it is essential that you define the nature of
each situation and adapt your message to fit what you see.
Professional communication refers to all of the spoken and written
exchanges of ideas and information between and among the people directly Is the environment a positive or negative one? Are the individuals
or indirectly involved in the organizational setting or the professional reacting to events or being proactive? Is there conflict, aggression,
organization. Professional organization is a stable system of individuals dissension, or apathy? The questions are endless, but by asking just a few
who work together to achieve, through the hierarchy of needs and division of simple questions you will gather the necessary intelligence to communicate
labor, common goals. effectively. This preparation enables you to adopt the best style of
communication to suit your approach and prepare for potential arguments or
Principles of Workplace Communication (The R.E.S.U.L.T. problems.
Principle)
Specific
Reason Having defined your reason for communicating and the type of
All communication must be for a reason and the most effective environment it will take place in you must now specify exactly what it is you
want or need from the other person. You must make sure that you have any You can't afford to make any assumptions: you need to get
supporting information, background, or data that guarantees that your confirmation from the recipient that they have the same understanding as you
message and exchange will have clarity. about what a situation may be and what the required action plan is. It is vital
that you remember that comprehension is a two-way process. Not only do
In some contexts, you will need to break down your supporting information you need to know that others in the communication process understand you,
into manageable chunks. For example, if you have to report on the progress but you also need to confirm that you have understood what they have told
of an event or project you will have to adjust your message according to the you.
specific audience:
Listen
 Executives want to hear financial and business aspects You will only gain this level of 'true' understanding if you actively listen
 Users will want to hear how it is progressing to what is being said and observe the behaviors of those involved in the
 Project members want or need to know how well each phase or communication. Make sure that your own verbal and nonverbal
individual process is going in comparison to the plan communications convey the message you want.
 Stakeholders want to know that business needs are being met.
Remember; use your observation skills throughout the exchange to
Being specific is not just related to the message itself; it is also about who gauge the attitude and acceptance of your audience. Ensure that you are
needs to informed. Many people gloss over this aspect of communication and totally focused on what is being said and feedback your own understanding of
cause themselves problems by sending inappropriate messages to the wrong what you are being told.
audience, resulting in unnecessary interruptions and diversions.
If you do this you will avoid any unnecessary confusion and
If you select only those who have a real need to know the contents of the misinterpretations that often occur when someone does not take the time to
message you will have more effective communications. Technology such as listen properly.
emails and texts make it all too easy to copy in unnecessary and
inappropriate people. Lead by your own example and you will create an open Timeframe
and honest communications culture. The final aspect of the RESULT principle is concerned with the
amount of time you have to prepare for and conduct the actual
Understanding communication. Not all exchanges occur in situations where you have all the
Whatever form of communication you need to conduct, an essential time you want.
part of the process is ensuring that the recipient actually understands
correctly the message you want to give them. You also want to be sure that Frequently you will find that the time you have to prepare is very
resulting action by an individual or group is what you want and expect so that limited and you will have to adjust your preparation to fit what time you have
you achieve your communication objective. at your disposal. However, much time you have, make sure that you use it
effectively by following these principles. The better prepared you are the Upward flow provides the manager with information to make decisions,
more effective and productive your communications will be. identify problem areas, collect data for performance assessment, determine
staff morale, and reveal employee thoughts and feelings. This is also known
as the hierarchal structure (chain of command).

Downward flow involves passing information from supervisors to

subordinates. This includes meeting with employee, written memos,
newsletters, bulletin boards, procedural manuals, and clinical and
administration systems.

Diagonal flow is a flow that refers to the sharing information among different
structural levels within a professional organization which leads to informal
communication.

Source:(http://www.free-management-ebooks.com/faqcm/effective-07.htm)

Communication Networks represents the way communication flows in an

organization. It can be formal or informal. Formal communication flow
includes upward flow, downward flow, horizontal flow, and diagonal flow.
 In this lesson, you will focus on the importance of developing
interpersonal skills that will help you design effective and appropriate
communication materials in the workplace.

Communication in the workplace requires the appropriate use of

language, tone, style and format. Aside from these, you also have to
consider the specific domain, sector, field or industry to which your
workplace belongs. For example, your work maybe in government,
the academe, the corporate world, media, health, or social services.
Each organization or community has specific philosophies, values,
and ideals that shape the way communication is practiced.
Informal Communication is when messages flow an informal path known as
Thus in any kind of professional setting, you have to consider the
the “grapevine”. The type of information the grapevine carries depends on the culture established by the founders and senior associates and adjust
“health of the organization”.Grapevine is an informal way of spreading to it accordingly. You are expected to meet prescribed standards and
information or rumors through conversation; a person to person means of work within specific norms to achieve common goals and objectives.
articulating information or gossip. The organization can be considered For example, if the culture promotes conventions such as adhering to
healthy if the managers are open with the employees and send all necessary a certain dress code, you cannot just disregard them to show your
information through formal channels. When the channels, however, fail to do individualism. Showing respect for company policies reflect maturity
the job (the message delivered is not understood or not accepted by the and integrity. (Suarez et.al. 2019)
employees) the grapevine, which usually carries only personal interest items,
As you may have known, communication is not only verbal. When it
begins to carry information about the organization which turns out to an comes to face-to-face communication, people read your facial
unhealthy organization. expression and body language. The small yet visible details on your
face and in your movements speak a thousand words.
Lesson 2: Effective Communication and Oral Metacognition: Oral Communication Competence Assessment
Presentation in the Workplace Developing a better understanding of your management and
communication style is essential in today’s workplace. Take this
Communication Competence Assessment to help measure how well
To be productive and successful in your chosen career, you need to
you communicate.
connect with different types of people and interact with them. Team Instructions: The following survey was designed to assess your
collaboration is essential in meeting your goals and objectives. You communication competence. Consider your everyday conversations at
have to learn how to work as an effective team leader and team school, work, and home when completing the survey. There are no
player. right or wrong answers to the statements. Circle your answer by using
the rating scale provided. After evaluating each of the survey your best to find out. Addressing your letter to a person improves the
statements, complete the scoring guide. likelihood of receiving a reply. It is perfectly acceptable to make a phone call
1. During conversations I often use eye contact……… 12345 asking for the name of a contact person.
2. I often initiate new topics during conversations……. 12345
3. During conversations I do not feel the need to interrupt the Here are some points to keep in mind:
person speaking.………………………………….………. 12345  Use a professional tone: Save casual, chatty language for email -
4. I try to regulate the speed of my speech based on the audience.. your printed business letter should be friendly but more professional.
12345 As Scott Ober suggests in his book Contemporary Business
Communication, "The business writer should strive for an overall tone
5. While speaking I rarely fidget or play with things (e.g., pencil,
that is confident, courteous, and sincere; that uses emphasis and
rings, hair, etc.)…..…………………….………………… 12345 subordination appropriately; that contains nondiscriminatory language;
6. While speaking I avoid pauses, silences, uses of “uh,” that stresses the "you" attitude; and that is written at an appropriate
and so on………………………………………………… 12345 level of difficulty." That said, be sure to sound like yourself - you don't
7. While speaking I try to exude vocal confidence — I am not too want your letter to read as if a machine wrote it.
tense or nervous sounding….…………………………… 12345  Write clearly: State your point early in your letter. To avoid any
8. During conversations I ask follow-up questions.……… 12345 miscommunications, use straightforward, concise language. Skip the
9. I try to encourage the people I am speaking with to join in the industry jargon and instead choose lively, active words to hold your
topic of conversation…………..…………………………… 12345 reader's attention.
10. I try to include the use of humor or stories in my conversations..  Organize your information logically: Group related information into
12345 separate paragraphs. In a long, information-packed letter, consider
organizing information into sections with subheads. You may want to
11. During conversations I try to not talk too much about
highlight key words to make them "pop" - this technique is possible
myself………………………..…………………………….. 12345 with most word-processing programs and your color multifunction
12. I try to control the volume at which I speak (neither too loud nor printer.
too soft).……………………………………………………. 12345  Use Color To Emphasize Words In Text: It's easy to put a few
words in color to draw attention to them. Just select the type and click
Lesson 3: Genres of Professional Writing the arrow to the right of the Font Color button, choose the color you
want, then click the button. Or, try highlighting a few words in the text.
Select the type you want to emphasize, then click the Highlight button.
Letter-writing is an essential part of business. In spite of telephone, telex
Note: When highlighting parts of a document you intend to print, use a
and telegraphic communication the writing of letters continues; in fact, most light color such as yellow, light green, or light blue. If you wish to
telephoned and telegraphed communications have to be confirmed in writing remove the highlighting, select the text and click the Highlight button
again.
Keep in mind that an effective business letter always communicates with  Be persuasive: Establish a positive relationship with your reader right
a person first and a business second. If your letter is a first-time away. If you have a connection to the reader - you've met before or
correspondence and you do not know, or are unsure of whom to address, do have a mutual colleague, for example - mention it in your introductory
 paragraph. Whether you think your reader will agree with the point of 2. The Inside Address. This is the address you are sending your letter to.
your letter or not, it is important to find common ground and build your Make it as complete as possible. Include titles and names if you know them.
case from there.
 Understand your reader well enough to anticipate how he or she will This is always on the left margin. If an 8½" x 11" paper is folded in thirds to fit
react when reading your letter. Address his or her needs or wishes, or in a standard 9" business envelope, the inside address can appear through
a specific problem, and then outline your solution. Provide proof in the the window in the envelope.
way of examples and/or expert opinions to back up your point. Make
sure to maintain a friendly tone. An inside address also helps the recipient route the letter properly and can
 Conclude your letter with a "call to action." State clearly what your help should the envelope be damaged and the address become unreadable.
reader needs to do or believe to achieve the desired solution and then
state what you, the writer, intend to do next to follow up. Skip a line after the heading before the inside address. Skip another line after
 Proofread your letter: All your careful crafting and printing can't the inside address before the greeting.
cover up spelling or punctuation errors, which leave a lasting negative
impression. 3. The Greeting. Also called the salutation. The greeting in a business letter
is always formal. It normally begins with the word "Dear" and always includes
The Main Parts of a Business Letter the person's last name.

A business letter is more formal than a personal letter. It should have a It normally has a title. Use a first name only if the title is unclear--for example,
margin of at least one inch on all four edges. It is always written on 8½"x11" you are writing to someone named "Leslie," but do not know whether the
(or metric equivalent) unlined stationery. There are six parts to a business person is male or female.
letter.
The greeting in a business letter always ends in a colon. (You know you are
1. The Heading. This contains the return address (usually two or three lines) in trouble if you get a letter from a boyfriend or girlfriend and the greeting
with the date on the last line. ends in a colon--it is not going to be friendly.)

Sometimes it may be necessary to include a line after the address and before 4. The Body. The body is written as text. A business letter is never hand
the date for a phone number, fax number, E-mail address, or something written. Depending on the letter style you choose, paragraphs may be
similar. indented. Regardless of format, skip a line between paragraphs.

Often a line is skipped between the address and date. That should always be Skip a line between the greeting and the body. Skip a line between the body
done if the heading is next to the left margin. and the close.

It is not necessary to type the return address if you are using stationery with 5. The Complimentary Close. This short, polite closing ends with a comma.
the return address already imprinted. Always include the date. It is either at the left margin or its left edge is in the center, depending on the
Business Letter Style that you use. It begins at the same column the
heading does.
The block style is becoming more widely used because there is no indenting Adjustment Letters
to bother with in the whole letter.
An adjustment letter is normally sent in response to a claim or complaint. If
6.The Signature Line. Skip two lines (unless you have unusually wide or
narrow lines) and type out the name to be signed. This customarily includes a the adjustment is in the customer’s favor, begin the letter with that news. If
middle initial but does not have to. Women may indicate how they wish to be not, keep your tone factual and let the customer know that you understand
addressed by placing Miss, Mrs., Ms. or similar title in parentheses before
their names. the complaint.
Inquiry Letters
Types of Business letters
Sales Letters Inquiry letters ask a question or elicit information from the recipient. When
composing this type of letter, keep it clear and succinct and list exactly what
Typical sales letters start off with a very strong statement to capture the
information you need. Be sure to include your contact information so that it is
interest of the reader. Since the purpose is to get the reader to do something,
easy for the reader to respond.
these letters include strong calls to action, detail the benefit to the reader of
taking the action and include information to help the reader to act, such as Follow-Up Letters

including a telephone number or website link. Follow-up letters are usually sent after some type of initial communication.
Order Letters This could be a sales department thanking a customer for an order, a
businessman reviewing the outcome of a meeting or a job seeker inquiring
Order letters are sent by consumers or businesses to a manufacturer, retailer
about the status of his application. In many cases, these letters are a
or wholesaler to order goods or services. These letters must contain specific
combination thank-you note and sales letter.
information such as model number, name of the product, the quantity desired
and expected price. Payment is sometimes included with the letter. Letters of Recommendation

Complaint Letters Prospective employers often ask job applicants for letters of recommendation
before they hire them. This type of letter is usually from a previous employer
The words and tone you choose to use in a letter complaining to a business
or professor, and it describes the sender’s relationship with and opinion of the
may be the deciding factor on whether your complaint is satisfied. Be direct
job seeker.
but tactful and always use a professional tone if you want the company to
listen to you.
Acknowledgment Letters Contact Information: Put your contact information at the top of your resume.
It should include your name, address (optional), phone number, and email
Acknowledgment letters act as simple receipts. Businesses send them to let address. If you plan to relocate soon it is acceptable to list a permanent
others know that they have received a prior communication, but action may or address.

may not have taken place. Objective: For most college students seeking internships or entering the
Letters of Resignation professional job market, stating an objective on your resume is not
necessary. Instead, bring out your interests in a cover letter that is
When an employee plans to leave his job, a letter of resignation is usually customized for the specific job.
sent to his immediate manager giving him notice and letting him know when
Education: List your degrees in reverse chronological order, with the most
the last day of employment will be. In many cases, the employee also will recent degree first as well as any study abroad experiences. Include relevant
detail his reason for leaving the company. coursework to highlight your specific skills and knowledge. If your GPA is 3.0
or above, you may list it in this section.
Cover Letters
Experience: List your most recent experience first and do not overlook
Cover letters usually accompany a package, report or other merchandise.
internships, volunteer positions, and part-time employment. Use action verbs
They are used to describe what is enclosed, why it is being sent and what the to highlight accomplishments and skills.
recipient should do with it, if there is any action that needs to be taken. These
Leadership and Activities: List leadership positions in university or
types of letters are generally very short and succinct.
community organizations. Highlight activities including community service,
Resume Format Guidelines athletics (which could be a separate heading), or volunteer experience.

The most acceptable and readily used format for college students is the Academic Projects: If you have specific academic projects that qualify you
chronological resume, in which your most recent experience is first. How you for the position, include them in their own section with details on what you
choose to construct your resume, in terms of style, is up to you. For example, accomplished.
placing dates on the left or right or whether your contact information should
be centered or on the left-hand column is your choice. Remember Additional Information: This section may stand alone under the “Additional
consistency is the name of the game. Always maintain the same style Information” heading and highlight relevant information that may include
throughout your resume. computer skills, language skills, professional associations, university and
community activities (including any offices held), and interests.
Other Headings: Choosing to highlight information such as interests and Quantifies accomplishments, if possible (e.g., how much $ raised, # of people
professional associations as separate headings is acceptable if relevant to served and % of time saved)
the position. Personal information (e.g., religious and political affiliations)
should be omitted unless relevant to the job. Utilizes accomplishment statements

References: Do not list your references on your resume. A prepared list of 2- Action verb stating what you did
4 references should be printed on a separate sheet of paper that matches
How you did it
your resume format. Bring a hard copy (or multiple copies, if needed) of your
resume and references with you to the interview. Result (quantify when possible).

One-page resumes are standard practice. A curriculum vitae (CV) Cites relevant publications and presentations using the bibliographic style of
refers to a summary of qualifications and education that is usually more than your field.
one page and is used when applying to academic/faculty or research-related
positions. Employers prefer resume formats which are minimal and easy-to- Do not use graphics, tables, or columns in your resume; Applicant Tracking
read. Systems cannot read them

Resume Checklist NO GENERIC RESUMES!

No spelling, grammar, or punctuation errors

Makes clear, concise, and positive impression in 30 seconds or less

One page (more if writing a curriculum vitae/CV for an academic or research

position)

Organized, easy to read, and has a balance between content and white
space

Uses standard fonts including Times New Roman, Arial, Century, Helvetica,
or Verdana in sizes 10, 11, or 12; do not use a font size smaller than size 10.

Highlights skills and accomplishments that match keywords found in the job
description