HARDWARE & NETWORK

SERVICING

Level III

UC 12 :- Lead Workplace Communication

 LO1 : Methods of Communication
Methods of Communication (Non-Verbal & Verbal)
Non-Verbal Gesture
 Non-verbal gesture at workplace starts from the moment an employee
applies for a job and continues through the employment of that
particular employee.

 Understanding the importance of nonverbal communication can

encourage teamwork, respect and efficiency in any workplace.

 To deliver the full impact of a message, use nonverbal behaviors to raise

the channel of interpersonal communication rather than verbal.
Non - Verbal Communication Methods
 Eye contact:
 Facial Expressions:
 Gestures:
 Posture and body orientation: (Standing erect and leaning
forward )
 Proximity/Closeness:
 Vocal:
Verbal
 To get a message across, the sender needs to ensure the receiver
correctly interprets the words. If not, confusion and conflict typically
results.

 Effective verbal communication begins by acknowledging what the

audience needs.

 By planning what he wants to say, how he wants to say it and seeking

feedback on how the message was received, a business professional
ensures successful communication.
Meetings
 Verbal communication occurs in meetings when participants share
their ideas.
 Effective meeting organizers clearly define their objective, such as
whether the intent of the meeting is to make a decision, approve a
plan, communicate on a change or get a status report.
 At the beginning of the meeting, an organizer uses verbal
communication to state the priorities of the meeting, the desired
outcomes and the amount of time allowed to discuss each topic.
 By asking for additional input from participants, meeting organizer
ensures the meeting remains relevant for everyone.
 The meeting organizer also ensures that every participant gets a
chance to speak without monopolizing the agenda.
Presentations and Lectures
 Using effective verbal communication, we can give presentations and
lectures to express our knowledge on a particular topic.
 A good presenter use intelligent language, descriptive examples and
additional visuals, he ensures a successful presentation by using short
words and sentences, speakers tend to avoid confusion.
 Effective presenters allow time for the audience to ask questions and
provide comments.

Workshops
 Workshop organizers use verbal communication to direct the activities
of participants.
Conversations
 Conversations typically involve two people discussing on a topic.

 Effective verbal communication occurs during conversations when the

speaker acknowledges the sensitivity of the subject, time limitation
and types of questions the receiver might ask.

 If the conversation occurs face to face, successful communicators use

active listening skills such as repeating back what the other person has
said.

 If the conversation occurs by telephone, the participants need to pay

even more attention than face to face communication.
Face to Face Communication
 Conventional understanding tells us that face to face communication
is more effective than other types of communication such as telephone
or email.

 The disagreement in favor of face time is that telephone or email

communication lacks important nonverbal sign to help us understand
the message.

Points when Comparing Types of Communication

 The below comparison of face to face communication with other types
of communication.
 Words: The words that are spoken or written to convey the message.
 Visuals: The visual aids (pictures, videos, and charts)that help
understand the message.
 Voice: The tone, inflection,& volume of the voice used to deliver the msg.
 Face: The facial expressions such as smiles, frowns, raised eyebrows,
pouts, and all the gestures we make with our face while delivering a
message.
 Body Language: The position and movement of the arms, shoulders,
legs, head and other body language.
 Occurrence/Presence: This includes all the conditions of the room or
shared space that may affect the communication.
 Noise, likes and dislikes for a person in the room, proximity to other
people in the room, temperature, smells, what others are doing while
the communication is taking place.
Two-way communication
 Two-way communication - uses communication to negotiate with the
public, resolve conflict, and promote common understanding and
respect between the organization and its public(s).
Two-Way Communication in Public Relations
 There are different types of two-way communication in public
relations; Symmetric and Asymmetric(Scientific Persuasion).
 Two-way asymmetric public relations...
 Generally focuses on achieving short-term attitude change;
 Incorporates lots of feedback from target audiences and publics;
 Is used by an organization primarily interested in having its
publics come around to its way of thinking rather changing the
organization, its policies, or its views.
 Two-way symmetric public relations ...
 Focuses on common respect and efforts to achieve mutual
understanding;
 Emphasizes negotiation and a willingness to adapt and make
compromises;
 Seems to be used more by non-profit organizations, government
agencies, and heavily regulated businesses such as public utilities
than by competitive, profit-driven companies.
 Two-way communication is a form of transmission in which both
parties involved transmit information.
 Common forms of two-way communication are:
 Radio contacts.
 Chat rooms and Instant Messaging.
 Computer networks.
 In-person communication.
 Telephone conversations.

Group Communication Methods

 Communication can be done on a person-to-person level or in a group.
 There are several methods you can use to communicate better in a
group. For Example Dialog
Dialogue
 Dialogue is an exchange of information between people.
 Dialogue allows each person of the group to easily express his ideas and get
immediate feedback from others.
 To make dialogue effective, allow other people to finish their thoughts and
respect other people's opinions.
 Listen carefully to what other people say in a supportive way, encouraging all
group members to tell what they think about a particular comment.

Using telephone
  Telephone communication lacks nonverbal sign. When we are having a phone
conversation, we don't have facial expressions or body language to help us
decode messages, so we must focus on every word being said, and the tone of
voice that is being used.
 We compensate for the absence of nonverbal indication by adding more weigh
to the words being said and the tone of voice being used.
Written
 Written materials often stand the greatest burden for the communication of
new ideas and procedures. 
 Effective writing is the product of long hours of preparation, revision and
organization. 

Guidelines for using written communication:

 Use Written Communication When:
 The sender wants a record for future references.
 The receiver will be referring to it later.
 The message is complex and requires study by the receiver.
 The message includes a step by step procedure.
 Oral communication is not possible
 A copy of the message needed by another person.
 The receiver prefers written.
Using Internet
Types of Internet Communication
 The Internet provides users with multiple means of communicating.

Social Networking
 Members of social networking sites are able to send messages, comments, links,
articles and pictures to other members of the site.

 Communication is not just between the sender and receiver, it is also available
to other members who have access to browse your site.

 These other members may also make comments. This type of relationship is
known as an Internet community.
Online Phone Calls
 Skype is an internet communication dedicated to providing online phone calls
to other Skype members.

 Skype also allows users to make video calls, through which users can see each
other as they talk.

Emails
 Email, also known as electronic mail, not only allows you to communicate with
other email users, but it also is a way to receive, for example, newsletters,
coupons, and job postings.