Communication

Workplace Communication and its Channels

Imagine going to work, sitting at your desk, and for one day sending and receiving no communication. If there were no face-to-face contact, no phones, no e-mails, no text messages, no meetings, and no memos to receive or write, business would come to a complete standstill. Even if you are talented at your job, if you cannot communicate with others, you will not keep a job, much less succeed. This chapter discusses the process and importance of effective communication in the workplace and provides information on how to improve workplace communication skills. Communication is the process of a sender transmitting a message to a receiver with the purpose of creating mutual understanding.

Improving communication skills is an ongoing process. As explained in Chapter 5, information is power. Therefore, your goal at work is to share appropriate, timely, and accurate information with your boss, your coworkers, and your customers.

You have a professional obligation to share timely and relevant information with the appropriate people at work. In the workplace, there are two ­primary communication channels: formal and informal. Formal communication occurs through the formal (official) lines of authority. This includes communication within your immediate department, division, or throughout the company. Formal communication occurs either vertically or horizontally within an organization. Vertical communication either flows down an organizational structure (via written correspondence, policies/procedures, and directives and announcements from management) or up (most commonly through reports, budgets, and requests). Horizontal communication occurs among individuals or departments at the same or close organizational levels.

The second type of communication channel is informal. Informal ­communication occurs among individuals without regard to the formal lines of authority. For example, while eating lunch with friends, you may learn of a new policy. A major element of the informal communication network is called the grapevine. The grapevine is an informal network where employees discuss workplace issues of importance. However, it rarely is 100 percent accurate. Although it is important to know about current events at work, do not contribute negative or inaccurate information to the grapevine. Avoid making assumptions if the information is incomplete. When you are aware of the facts, clarify the information. If someone shares information that is harmful to the company or is particularly disturbing to you, you have a responsibility to approach your boss and ask him or her to verify the rumor.

When the grapevine is targeting individuals and their personal lives, it is called gossip. Gossip is personal information about individuals that is hurtful and inappropriate. Spreading gossip reflects immaturity and unprofessional behavior and you risk losing credibility with others. Should someone begin ­sharing gossip with you, politely interrupt and clarify the misinformation when necessary. Respectfully tell the individual that you do not want to hear gossip and/or transition the conversation to a more positive subject. You have a right to defend your coworkers from slander (individuals bad-mouthing others), just as you would expect coworkers to defend you. After a while, your colleagues will learn that you do not tolerate gossip at work and they will reconsider approaching you with gossip.

Refrain from speaking poorly of your coworkers and boss. As a result of human nature, you may not enjoy working with all of your colleagues and bosses. You do not have to like everyone at work, but everyone needs to be treated with respect. Even if someone speaks poorly of you, do not reciprocate the bad behavior. It only displays immaturity on your part and communicates distrust to your colleagues.

The Communication Process

The purpose of communication is to create mutual understanding. ­Communication is important for maintaining good human relations. Without basic communication skills, processes break down and an organization may collapse.

The communication process (illustrated in Figure 9.1) involves a sender and a receiver. Communication begins with a sender, the individual conveying a message. The sender must identify what message needs to be sent and how best to transmit this message. The sender has several options for sending the ­message. The message can be sent verbally, in written form, or non-verbally. Identifying the specific message and how it will be sent is called encoding.

Once the sender encodes the message, the message is sent to a receiver. The receiver is an individual that receives and decodes a message. Decoding is how the receiver interprets the message. The receiver then sends feedback to the sender. Feedback is a response to a sender based on the receiver’s interpretation of the original message.

Many barriers can hinder the process of creating mutual understanding and successful communication, causing a breakdown in the communication process. The first barrier to overcome is clearly identifying the specific message to be sent. Once the message is identified, the sender needs to determine how best to send (encode) the message in a manner that will be properly interpreted (decoded) by the receiver. If the sender is not a strong communicator, his or her verbal, written, or non-verbal communication may be misinterpreted by the receiver because the message was at risk of being misinterpreted before it was even sent. The receiver contributes to the communication breakdown if he or she incorrectly interprets the message.

Another barrier to effective communication is noise. Noise is anything that interrupts or interferes with the communication process. The noise can be ­audible (you can actually hear it with your ears), or the noise can occur through other senses, such as visual, mental, touch, or smell. Noise may also include emotions such as hurt, anger, joy, sadness, or surprise.

Communication is complete only when all the components of the communication process work together to effectively send the message as they are intended to be sent. In order for this to occur, the sender must select the right medium and overcome noise. The receiver must then be willing to accept the message and provide feedback to acknowledge that the message has been received correctly.

As previously stated, a key element of effective communication is the communication medium (how the message will be sent). Communication media include verbal, non-verbal, and written communication.

Verbal Communication and Listening

Verbal communication is the process of using words to send a message. The words you select are extremely important. When you use only basic words in your communications, you risk appearing uneducated or inexperienced. In contrast, when you use a highly developed vocabulary, you may appear intimidating or arrogant. If others do not know the definitions of the words you are using, they will most likely not ask for clarification for fear of appearing ignorant. Therefore, your intended message will fail. When selecting words for your message, identify whether these words are appropriate or if the words can be misinterpreted. Use proper English and grammar. Be as clear as possible in your intent and how you verbally convey your message. When people are nervous or excited, they frequently speak at a rapid pace, increasing the probability that the message will be misinterpreted. Your tone of voice also conveys or creates images. It adds to others’ perception of you, which either enforces or detracts from your message.

Successful verbal communication involves listening, the act of hearing attentively. Listening occurs not only with our ears, but also through our non-verbal responses. The three primary levels of listening are active listening, passive listening, and not listening at all. Active listening is when the receiver provides full attention to the sender without distraction. An active listener will provide frequent positive feedback to the sender through non-verbal gestures such as nodding, eye contact, or other favorable body language. Favorable verbal feedback may also include rephrasing the message to ensure or clarify understanding. With passive listening, the receiver is selectively hearing parts of the message and is more focused on responding to what is being said instead of truly listening to the entire message being sent. Passive listening is sometimes called conversational listening. In today’s society, we have so many inputs trying to attract our attention that we often get anxious to share our point of view in a conversation and interrupt the sender. Interrupting is rude and disrespectful. Show others respect by not interrupting conversations. If you accidentally interrupt someone, immediately apologize and ask him or her to continue his or her statement. When a receiver fails to make any effort to hear or understand the sender’s message, he or she is in non-listening mode and is allowing emotions, noise, or preconceptions to impede communication. Sometimes it is obvious the listener is not listening, because he or she either responds inappropriately or does not respond at all.

While the ideal is to consistently be an active listener, we know this is not always possible. However, every effort should be made to strive toward active listening. When you are talking, stop and listen for feedback. Too frequently, a person will have so much to say that he or she does not stop talking long enough to provide the receiver time to respond. The receiver’s response is the only way a sender can verify that a message has been properly received.

Non-Verbal Communication

Non-verbal communication is what you communicate through body language. Even without uttering a word, you can send a very strong message. Body language includes eye contact, facial expressions, tone of voice, and the positioning of your body. Non-verbal communication also includes the use of silence and space.

An obvious form of body language is eye contact. It is common to look someone in the eye to communicate honesty and sincerity. At other times, looking someone in the eye coupled with a harsh tone of voice and an unfriendly facial expression may imply intimidation. In the United States, those who fail to look someone in the eye risk conveying to their receiver that they are not confident or, worse, are being dishonest. Make eye contact with your audience (individual or group), but do not stare. Staring is considered rude and intimidating. If your direct eye contact is making the receiver uncomfortable, he or she will look away. Be aware of his or her response and adapt your behavior appropriately.

Eye contact is part of the larger communication package of a facial expression. A receiver will find it difficult to interpret your eye contact as sincere and friendly when your message is accompanied by a frown. A smile has immense power and value. On the other hand, make sure you don’t smile when listening to someone who is angry or upset. He or she may misinterpret your smile as condescending or as pleased by the distress. As explained previously, when actively listening, a nod implies that you are listening or agreeing with a sender’s message. Even the positioning of your head can convey disagreement, confusion, or attentiveness.

Another element of non-verbal communication is the use and positioning of your body. Having your arms crossed in front of your body may be interpreted in several ways. You could be physically cold, angry, or uninterested. When you are not physically cold, having your arms crossed implies that you are creating a barrier between yourself and the other person. To eliminate any miscommunication, it is best to have your arms at your side. Do not hide your hands in your pockets. In speaking with others, be aware of the positioning of your arms and those of your audience. Also, be aware of the positioning of your entire body. Turn your body toward those to whom you are speaking. It is considered rude to turn your back to or ignore someone when he or she is speaking. In this case, you are using your entire body to create a barrier. Avoid this type of rude behavior. This only communicates immaturity on your part.

With a partner, take turns identifying and noting the physical cues for the following emotions: concern, distrust, eagerness, boredom, and self-importance.      

The use of your hands is extremely important in effective communication. Through varied positioning, you can use your hands to nonverbally ask someone to stop a behavior, be quiet, or reprimand him or her. Be aware of the positioning of your hands and fingers. In the United States, it is considered rude to point at someone with one finger. Many finger and hand gestures commonly used in the United States are quite offensive in other countries. If you have nervous gestures such as popping your knuckles, biting your nails, or continually tapping your fingers, take steps to eliminate these habits.

Apart from a professional handshake, touching another person at work is not acceptable. People in our society frequently place a hand on another’s shoulder as a show of support; however, some interpret that gesture as a threat or sexual advance. Therefore, when at work, keep your hands to yourself.

Proxemics is the study of distance (space) between individuals and is also an important factor in body language. An individual’s personal space is about ­one-and-a-half feet around him or her. The appropriate social space is four feet from an individual. Standing too close may be interpreted as ­intimidation or may imply intimacy. Neither is appropriate for the workplace. However, ­distancing yourself too far from someone may imply your unwillingness to communicate. Be aware of the space you allow between you and your receiver. Many variables are involved in effective nonverbal communication. Interpret body language within its entire context. For example, if you are communicating with a ­colleague with whom you have a positive working relationship and your coworker crosses his or her arms, your coworker is most likely cold. Consider the entire package: environment, relationship, and situation.

Silence is also an effective and powerful communication tool. Silence communicates to your audience that you are listening and are allowing the other party consideration. Not immediately responding to a message provides the sender time to clarify or rephrase a message and provides you time to control your response.

Silence sometimes makes individuals uncomfortable because our society is used to filling up silence with noise. Active listeners take time to digest what is being said and formulate a thoughtful response. An active listener will wait at least three to five seconds before responding. When first using silence, it may feel awkward, but you will quickly discover that you are becoming a better ­communicator because you are taking time to respond thoughtfully and appropriately. Recognize that there are times when it is appropriate to not speak. In stressful situations, silence is perhaps one of the most important communication tools you possess. Silence can also be a powerful tool when dealing with both ­conflict and negotiation. As presented in Chapter 5, recognize and respect cultural ­differences in verbal communication in regard to word use and meaning.

Emotion is another element that affects non-verbal communication. Although reality may cause you to express emotions that are difficult to control, try to control your emotions in public. If you feel you are beginning to cry or have an outburst of anger, excuse yourself. Find a private area and deal with your emotion. When you are crying or distraught, splash water on your face and regain control of your emotions. If you are getting angry, assess why you are angry, control your anger, and then create a strategy to regain control of how best to handle the situation in a professional manner. Any overt display of anger in the workplace is inappropriate, can damage workplace relationships, and could potentially jeopardize your job. When you become emotional at work, you lose your ability to logically deal with situations and risk losing credibility and the trust of others. Practice effective stress management and think before you respond.

Written Communication

Professional writing is a necessary skill for effective workplace communication. Written communication is a form of business communication that is printed, handwritten, or sent electronically. Because the receiver of your message will not have verbal and non-verbal assistance in interpreting your written message, take great care to ensure that the correct message is being communicated. You are normally not present when a written message is received; therefore, the receiver will be drawing additional conclusions about you based on the grammar, vocabulary, and presentation used in the written communication.

As you advance in responsibility within an organization, you will be required to conduct an increasing amount of written communication, including formal business letters, memos, and e-mail messages. You may also have the opportunity to communicate through instant messaging, texts, blogs, or wikis, discussed more in Chapter 10. Written business correspondence represents not only your professionalism and intelligence, but also your organizational abilities. Consistently present written correspondence in a professional manner. Ensure all written communication is error-free by proofreading the message prior to sending. Choose words that clearly and concisely communicate your message. The three most common forms of written communication in the workplace are ­letters, memos, and electronic messages. Written communication in a professional workplace should be typed and not handwritten. An exception to this rule is when you are sending a handwritten note conveying a personal message.

Plan your message for successful written communication. Identify what you want to communicate, to whom you need to communicate, and what desired action you want the reader to take after reading your message. After you have determined what you want to communicate, write a draft that is free of emotion and negativity. Written communication should begin with a professional greeting and end with a complimentary closing. If the purpose of your correspondence is to address a negative situation (e.g., complaint), begin with a positive note and then factually address the situation, but do not attack an individual. Do not send or write any message conveying anger. A good rule of thumb is to always put good news in writing and place negative information in writing only when necessary.

After you have drafted your message and eliminated emotions and negativity, review your correspondence and delete unnecessary words. Keep written correspondence short and simple. Do not be wordy, and minimize personalization words (I, my) as much as possible. Well-written correspondence not only communicates a core message, but also clearly communicates how the sender wants the reader to respond to the communication. Include contact information and a deadline in your written communication if relevant.

Keep the correspondence simple. Identify and insert words that project a professional image. Know the definitions of the words you are using, and use these words appropriately. A thesaurus is an excellent tool to expand one’s vocabulary, but do not overdo it, and be sure to use words in the correct context.

After you have finished writing your message, identify who should receive the message. Share your correspondence only with individuals who need to know the information and, when appropriate, with individuals whom the correspondence affects.

Electronic Communications at Work

We live in a multitasking, fast-paced world that has resulted in technology addiction. The traditional workplace of the past has evolved into a virtual workplace where most people are electronically connected. Today’s workplace communicates through venues including phones, e-mail, mobile devices, texting, instant messaging, blogs, wikis, and audio and video conferencing. The more we are connected technologically, the greater the opportunity for disconnected messages.

Due to the frequency and speed of message transmission, those who communicate through today’s virtual workplace need to take great care to ensure all electronic communications are sent in a clear, concise, and professional manner.

With the growth of technology in the workplace, the proper use of electronic communication tools, devices, and equipment becomes increasingly important. Common communication tools include various forms of computers, software, e-mail, Internet, and mobile (smart) devices. Employers may provide these tools to employees free of charge. If you utilize company-provided tools (including a computer, company server, or e-mail address), the tools, equipment, and messages are to be used strictly for company business. This includes the use of the Internet and electronic messaging. Many organizations have a technology use policy that outlines expectations including privacy, liability, and potential misconduct issues related to the use of company technology. When utilizing company technology, favorably represent the company by not violating confidentiality and by using the equipment for work purposes only. There is growing concern regarding the security of company-owned technology devices and the confidentiality of the information these devices contain. Take special care with the security of company equipment, where you store it, and how it is used.

With a wide variety of electronic device options, keep in mind that there are proper times and places for their use. In some work situations, it is perfectly appropriate to use a laptop or mobile device. In other situations, it is highly inappropriate. Only utilize the communication tool when it is relevant to the discussion or issue you are addressing. The communication tool should not distract from the conversation at hand. When in doubt, ask permission to use the device and explain why you want to use it to assist in the discussion.

It is not productive to constantly be checking these venues for messages; however, it is also unproductive to ignore messages. The primary communication venue varies by job; a general rule of thumb is to check your workplace communication devices at least twice a day (more frequently if it is part of your job duties). Messages should be responded to when they are read.

Business E-Mails

Electronic mail (e-mail) is the most common form of internal and external electronic communication in the workplace. With e-mail, you can directly type a message or attach a business document. E-mail creates more efficient communication within an organization and with individuals outside of the organization.

When sending an e-mail, ensure the subject line clearly and concisely describes the purpose of the message. Include a brief descriptive statement in the subject line that makes the receiver want to read the message. Do not leave the subject line blank or use the words “Hi” or “Hello”; these may be mistaken for spam or a virus. Avoid using the words “Urgent,” “Important,” or “Test” in a subject line. If the message is urgent or important, use the ­priority tag (commonly an exclamation point). Marking all messages as urgent weakens your credibility, as it becomes hard for individuals to identify which of your messages truly are urgent. People may stop reading your messages immediately or altogether. A proper business e-mail subject line is formatted the same as a hard-copy memo subject line, which uses initial capitalization of words and no abbreviations.

As with all workplace equipment, business e-mail should be used only for business purposes. Emoticons (faces made and embedded in e-mail messages) and decorative backgrounds are inappropriate in business messages. Refrain from forwarding messages that are not work-related. These non-business ­messages clutter company servers and may contain viruses and cookies. Maintain an organized and updated electronic address book and make every attempt to preserve the confidentiality of your address book.

When you receive a work-related message that requires a reply, respond to the message. Ignoring a message is rude and communicates to the sender that you do not care. Ignoring messages also puts you at risk of being excluded from future messages.

Writing E-Mail Messages

E-mail is a necessary technology in nearly every workplace and can be easily ­misused. As with formal correspondence written on company letterhead, an e-mail should utilize proper layout, spelling, and grammar. Just like writing a business letter, composing a successful e-mail message involves planning and identifying the purpose of your message. The message may be informational, it may be a topic for discussion, or it may require a decision. Clearly state your specific message and what action you want the receiver(s) to take. Doing so increases the likelihood of successful communication.

Identify who should receive your e-mail message and include only individuals who need to know the information you are sharing. It is not necessary to include your boss in every e-mail. Any individuals to whom the message is directed should be listed in the “To:” line. You can also courtesy copy (Cc:) the message to other individuals by listing them in the “Cc:” line. Individuals who are named in or affected by the message that are not included in the “To:” line are to be listed in the “Cc:” line. E-mail software has the option of blind copying (Bcc:) your message to others by including their addresses in the “Bcc:” line. When an individual is blind copied on an e-mail, the “Bcc:” recipients can see the main and “Cc:” recipients, but the main and “Cc:” recipients do not see the “Bcc:” recipient(s). Therefore, not all recipients are aware of who is included in the message, which can create a sense of mistrust. The use of blind copying is discouraged, except in the case of sending an e-mail to a mailing list where you do not want the recipients to see the other names due to privacy issues.