Ethiopian TVET-System

TTLM OF Participate In Work Place

Communication

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Table of Contents
INTRODUCTION......................................................................................................................................3
1. EFFECTIVE QUESTIONING, ACTIVE LISTENING, AND SPEAKING SKILLS......................5
1.1 How to speak and listen...........................................................................................................5
1.1.1 Speaking Skills..................................................................................................................5
1.1.2 Listening to Others..................................................................................................................6
1.2 Asking Questions......................................................................................................................6
2. COMMUNICATION MEDIA.............................................................................................................7
2.1 Verbal communication: Oral and Written....................................................................................7
2.1.1 Written Communication:.............................................................................................................7
2.1.2 Oral Communication.............................................................................................................11
2.2 Nonverbal Communication..........................................................................................................11
3. LINE OF COMMUNICATION NETWORK...................................................................................12
3.1 Formal Communication..........................................................................................................12
3.2 Informal Communication or Grapevine......................................................................................13
4. REORDERING WORKPLACE DATA/INFORMATION /ON STANDARD FORMS AND
DOCUMENT............................................................................................................................................14
4.1 Why We Need To Store Information?..................................................................................15
4.2 Decide How to Store...............................................................................................................15
4.2.1 Manual Filing System.....................................................................................................15
4.2.2 Methods of Filing...................................................................................................................16
4.2.3 Effective Filing........................................................................................................................18
4.2.4 Using Microfilm and Electronic Filing System....................................................................19
4.3 Finding and Presenting Information.......................................................................................19
5. REPORTING REQUIREMENTS TO SUPERVISOR.....................................................................20

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INTRODUCTION
This module is prepared for TVET level two trainers and introduces how to participate in
workplace work place communication. The module is divided into five parts.
The first part of this document deals with effective questioning, active listening and
speaking skills. These three skills help workers or supervisors to be effective in their
work place. Asking opens the door to extract the best out. Based on the information
required, open or closed types of questions can be used.

Listening helps much in our every day walk of life. It involves paying close attention to
what to listen, and making sense of what we hear. It can be said it is the base of
effective communication. He who listens to an instruction or a command is expected to
perform well compared to the other who cannot give an ear to what is being said.

Speaking is also a part of communication. To convey your feelings, ideas or questions

you should develop your speaking skills. To be a good speaker, you should make
your speech simple, accurate and precise.

The second part deals with communication media. Communication Media is the means
by which a message is communicated. Memorandum, Circular, notice, Radio,
Television, fax, phone are means of verbal communication. While Speeches, formal one
- on –one and group discussions, the informal rumor or grapevine are popular forms of
oral communication. Facial expression and body gesture are non verbal communication.

The third part deals with line of communication. In an organization, there are a number
of channels or paths connecting various positions for the purposes of communication.
These channels are referred to as communication network or line of communication.

The fourth deals with reordering work place data on standard workplace forms and
reporting requirements to supervisor. All kinds of information at work, and when it is not
being communicated from one person to another, it may need to be stored in a place
from which it can easily be retrieved.

The last part deals with reporting; reporting to supervisor or somebody who needs
information that can be presented using tables, bar charts, pie charts etc. Presenting
facts through tables, bar charts and pie charts make the report easy and
understandable.

Therefore, this handout is prepared by a group of experts during the curriculum

development workshop as a handout for both the learner and trainer; hence by no
means this document serves as a standard reference for the module. So the trainer is

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expected to prepare and provide and intensive learning and teaching material as
required.

Learning Objective:

After completion of this course the trainee will have an understanding of;

 The basic skills of questioning ,listening, and speaking

 Communication media
 Reordering workplace data/information/ on standard workplace form and
document
 Reporting to supervisors

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1. EFFECTIVE QUESTIONING, ACTIVE LISTENING, AND
SPEAKING SKILLS

1.1How to speak and listen

Speaking and listing skills are essential for effective communication at work
place.

1.1.1 Speaking Skills

Qualities to become good speaker:

 Keep it simple: Whatever you are speaking about, you need to be able to
express your ideas, thoughts and feelings in a manner that can be
understand easily. The key principles are as follows to keep it simple:
 Organize your information and keep the language simple
 Avoid using complicated words or try to impress by using long
words unless absolutely necessary
 If you are in a position to use complicated words try to know what
they mean first
 Being Accurate: Accuracy of information is absolutely important. The
following points have to be considered:
 Be sure of your facts
 Choose the right words to express your facts
 Never quote something that could be challenged
 Behaving normally:
Normal Behavior characters are;
 Whenever speaking to others, never try to put an act.
 Be yourself.
 Speak as you normally speak.
 Behave in way that feels comfortable to you.
 Managing your appearance; good appearance is important to speak
confidently about yourself. Dirty shirts and greasy cloths may put wrong
impression about you.
 Managing your voices;
In managing your voices some Important points to be followed:
 Manage your voices, your accents and avoid repetitive phrases.
 Never speak to fast, speak slowly and clearly

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  Take plenty of pause
 Use volume that is audible to all
 Vary the tone of your voices

1.1.2 Listening to Others

Listening is an art and many of us are far too impatient to get on with our lives to
listen properly to what others have to say. Most people think that the words
“hearing “and listening mean the same thing, but they do not. Hearing and
listening are quite different. Hearing is an automatic, reflex-like response to
sounds. While listening is an action that is chosen, deliberate and needs
focusing on what said. So listening is important and a core competence in the
process of communication. Without it difficult to have any sort of relationship.

To become a good listener have in mind following points.

 Be interested in what is being said.

 Take notes so that you will not forget what was said.
 Do not interrupt until the speaker takes a considerable pause or invite you
do so.
 Help the speaker along by giving the occupational nod or smile.
 Do not pre-judge. Give the speaker a chance even if you are sure you will
not agree with his or her views.
 Try not to let your mind wander, even if the subject is boring and the
speaker has a really unexciting voice.
 Never fall asleep. It is not only extremely bad manner; it also means you
will not remember very much of what was said.

1.2 Asking Questions

Whether you are speaking yourself or listening to others, asking questions forms
an important part of communication process. By asking relevant questions you
can extract a good deal of information.

Questions Type

Questions can be either open or closed. In open ended question you can get
general answers, in closed type questions you get answer yes or no. but both
have their use s according to the information you require.

Open ended question can be “why do you think they acted that way?’

Closed questions can be ‘Do you have brother?

General points to help you get the most out of asking.

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  Wait to the right time to ask your questions.
 Ask one question at one time.
 Put your question in a way that will be easily understood.
 Wait for an answer to your question without butting in.
 Listen carefully to the answer you are given, so that you really
understand it.
 If the answer does not satisfy you, ask another question.

2. COMMUNICATION MEDIA

Communication Media is the means by which a message is communicated.

Memorandum, Circular, Notice, Radio, Television, Fax, Phone are called verbal
communication media.

In communication process, the most basic form is verbal. Verbal communication

consists of words –spoken or written.

Communication by using language is called verbal communication.

Communication through other symbol is called non-verbal communication.

A) Verbal communication divided into – Oral and written

B) Non- verbal communication is divided into – visual and Aural

2.1 Verbal communication: Oral and Written

2.1.1 Written Communication:

Written communication includes memos, policy manuals, employee handbooks,
company newsletters, bulletin boards, letters, and fliers. Written documents have
an advantage over face-to-face communication, because messages can be
revised, stored and made available when needed, and disseminated in identical
copies so the same message is received by all. Written communication can be
personalized for a small audience or written in a generic style that
accommodates a larger audience.

Letter is the most used form of written communication and mostly used for
external communication. Letter should be:

 Well presented
 Brief and to the point
 Accurate
 Easy to read and understand

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When writing a letter decide first on the purpose of your letter and what you want
to achieve. Then make a short list of the points to be covered and prepare a
rough draft. Start a new paragraph for each new topic.

Your letter should contain an opening paragraph which sets the scene of the rest
of the letter. The main points to be covered should be sub-divided into further
paragraphs. The final paragraph normally contains a summing- up of the
contents and any recommendations. Try not to make your sentences or
paragraphs too long.

It is an organizations policy to keep a copy of any letter produced and placed in

relevant file for further reference. See the sample of letter format in Fig 1

Fig.1 Sample of Letter format

Marta Construction PLC

P.o.B 1569

Addis Ababa

Tele 011458899

May 20/2010

Ms Degafa

P.o.Box 5879

Adama

Dear Ms Degafa

Computer for our Office:

I would like your company to supply us computers for my office.

At present we only have 2 computers of old model. I want to replace them with new brand
of computers. At present I want to buy six computers.

Can you tell me how much the cost of each computer with complete accessories? When can
you deliver them to me? I expect your response soon.

Thanks,

Yours sincerely

Martha(Ms)

Construction Manager 8
Notice is required to inform the whole works in the organization or company and
most common method of mass communication. It should be simple, short and
understandable for every worker. It must contain all relevant information,
appropriately worded and any action to be taken should be clearly explained.

Notice
May 2/2010

TO ALL EMPLOYEES

There will be meeting of all employees on Wednesday May 5,2010 to discuss the
implementation of new time sheet.

Please come to the Main hall at 2:30 hrs. The meeting will last for approximately one
hour.

Sisay Kefile

General Director

Fig .2 example of Notice

Memorandum (memo) is a more formal way of passing information from one

person to another, or from one department to another within the same
organization. Most of the time instruction can be communicated by memo. The
memo forms are usually small and expected to be brief and simple. Large
organizations usually have their own printed memo paper to use.

A memo is similar in many ways to a letter. It is, however, less formal than a
normal business letter as the people involved usually know each other.

Office Memorandum
TO : Dbebe Mulugeta

FROM: Sisay Kefile

SUBJECT : DATE PAINTING OF OFFICE

I am writing to advice you that Seble Painting Co. will paint your office
this weekend.
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Make sure that your office should be ready before the weekend.

Fig 3. Example of Office Memo

Circular is a detailed document providing information, instructions, or order on
specific matter. It has a number, date and reference and signature of the
authorized body. It is generally issued by government body like ministerial
councils, Professional association etc.

Report is a document prepared by individual or group of persons who are

entrusted with the task of collecting information, facts or data on a given subject.
It requires careful collection of data, presentation of the findings and conclusion
or recommendation. It can be one or more pages depending on the contents of
the report.

Typical structure of report

Most reports will contain the following.

 The Title
 The introduction – stating what the report is all about
 The main body – Where all the relevant information is set out, sub-
divided into paragraphs as necessary. Make sure you proceed in logical
way. Leading the reader from one point to the next.
 Conclusion and any recommendation – giving a definite reason for both.
 Acknowledgements – if someone has helped you with your report, then it
is polite to mention their name at the end.
Minutes are the written records of decisions taken at formal meetings. It is
important to keep a detailed and accurate record of what was said and by whom.
Minutes are legal documents and every member has the right to see and ask for
a certified copy.

The form of the record holds:

 Who was present at the meeting

 Who was invited but did not come
 When and where the meeting was held
 Date, time and pace of meeting
 What was agreed
 What action taken and when

The minutes of meetings between the team members and people from outside
the team are generally more formal. They will contain all the above and:

 Can have number of paragraphs and subsections for future reference

 Make limited use of name

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  Use short sentences which record the core of what was said, who said it
and what was decided.

For every meeting there should be one chair –person or co-coordinator that can
facilitate and co-ordinate the meeting.

The chair person needs to be able to:

 summarize
 question
 encourage
 co-ordinate what is going on in the meeting
 put people at ease, listen, set standards and resolve conflict.

Participants of the meeting should have the following qualities to be effective:

 Speak clearly and concisely

 Listen actively
 Negotiate and compromise
 Cope with stress yet avoid destructive conflict
 Demonstrate independent judgment
 Be creative and innovative and
 Carry out tasks and assignments resulting from the meeting with
thoroughness and vigor.

2.1.2 Oral Communication

It is the chief means of conveying message. Speeches, formal one-on –one and
group discussions, the informal rumor or grapevine are popular forms of oral
communication.

Oral Communication’s advantages

 Provide a better opportunity for feedback

 It takes less time
 Depends on voice, tone, gesture and expression

2.2 Nonverbal Communication

People communicate in many different ways. What a person says can be

reinforced (or contradicted) by nonverbal communication, such as facial
expressions and body gestures. Nonverbal communication is expected to
support the verbal, but it does not always do so. Clearly, nonverbal

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communication may support or contradict verbal communication, giving rise to
the saying that actions often speak louder than words.

3. LINE OF COMMUNICATION NETWORK

In an organization, there are a number of channels or paths connecting various
positions for the purposes of communication. The sum-total of these channels is
referred to as communication network or line of communication.

There are two types of channels namely;

 Formal and
 Informal

3.1 Formal Communication

The formal channel is deliberately created path for flow of communication among
the various positions in the organization.

In the formal communication channel:

 The information flows smoothly, accurately and timely

 Filtering of information to various points is possible.

Communication network may again be designed on the basis of single or multiple

channels.

A single channel communication network prescribes only one path of

communication for any particular position and all communications in that position
would have necessarily to flow through that path only. This is superior-
subordinate authority relationships and its implication is that all communications
to and from a position should flow through the line of superior or subordinate
only.

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Advantages of single channel of communication:
 it does allow for flow of essential information
 it can reduce channels of miscommunication
 provides for closeness of contact
 fixation of responsibility in respect of activities carried out by a person in
the organization.
Limitations of single channel of communication:
 bottlenecks in the flow
 enhancing organizational distance
 greater possibilities of transmission errors

Multiple channels provide a number of communicating channels linking one

position with various other positions.

3.2 Informal Communication or Grapevine

Informal communication is the method by which people carry on social, non-

programmed activities within the formal organization. It exists outside the official
network, though continuously interacting with it. This informal channel is
generally multiple in natures: same person having social relationships with a
number of people working in the same organization. The informal channel of
communication, also known as grapevine, is the result of the operation of social
forces at work place.

Types of Grapevine

 Single strand network -the individual communicates with other individuals’

through intervening persons.

Y X

 gossip network- the individual communicates non-selectively

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X
  probability network -the individual communicates randomly with other
individuals according to the law of probability

 cluster network the -individual communicates with only those individuals

whom he trusts

4. REORDERING WORKPLACE DATA/INFORMATION /ON

STANDARD FORMS AND DOCUMENT.

We need to use all kinds of information at work, and when it is not being
communicated from one person to another, it may need to be stored in a
place from which it can easily be retrieved. In this chapter we will discuss:

 Why do we need to store information?

 deciding how to store it
 setting up a new manual filing system
 using an existing manual filing system
 using microfilm and electronic filing systems
 finding and presenting information

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  reproducing information

4.1 Why We Need To Store Information?

We need to store information in order for it to be readily available when required.

If important documents are lost, time is wasted in searching them. If they cannot
be found, communication breaks down and a chain of serious problems can
result. In the business world this means that information needs to be put in some
sort of storage system where it can be located and retrieved easily.

4.2 Decide How to Store

There are three main ways of storing information, using:

 A manual filing system
 A microfilm filing system
 An electronic or computerized system.
Whichever way is chosen, the main aims should be:
 to keep the system as simple as possible, so that everyone can use it
 to file regularly so that files are kept up to date, and
 to protect documents from damage.
When deciding which system to use, keep the following in mind:
 The system must be quick and simple to operate.
 The files should be easily accessible
 The system should be suitable for the type of business documents to be
placed in it.
 The system should be capable of expansion.
 The system should be capable of safeguarding documents, including
confidential information.

4.2.1 Manual Filing System

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A manual filing system means one in which papers is stored by hand in filing
cabinets, in folders, on shelves, in box files, lever arch files etc.
Filing System
With a centralized filing system, all the files for the whole organization are stored
in one place, which is usually manned by specialized staff.

Advantages of a centralized system.

 All the files are kept together.
 Specialized staff is likely to be more efficient.
 A standardized system will be used throughout.
 Duplication of filing equipment is reduced.
 Documents are accessible to all departments all the time.

With a departmentalized filing system, each department has its own files which
everyone in that department has access to.
Advantages of a departmental system
 The files are more readily available to each department.
 Different filing systems can be adapted for different departments.
 More suitable for confidential files.
 A smaller system can be easier to operate.
 Departmental staffs, who know their department well, will be expert at
filing their own papers.
Once the decision has been taken on where to locate the files, the actual
equipment to be used is the next point to consider.

4.2.2 Methods of Filing

The vertical method is the most popular way of filing. The files are suspended in
an upright position in drawers of metal filing cabinets. The contents of the files
are listed on strips which are placed on the top edge of each file. The documents
are kept clean and dust-free and are easily accessible. Filing cabinets, although
expensive to buy and equip, last for many years and are very easy to use.

Care should be taken when opening the drawers of filing cabinets. If you pull

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open a fully loaded top drawer too suddenly, or open more than one drawer at a
time, there is a chance that the cabinet will tip over.

With lateral filing the files are suspended from rails in horizontal rows on racks or
shelves, rather like books on a bookshelf. Where space is limited lateral filing is a
good idea, as there are no filing drawers to open and the shelves or racks can be
built right up to the ceiling if necessary.

One of the main disadvantages of this system, however, is that usually the files
are not protected from dust and dirt and high shelves can pose problems for the
staff involved in getting the files down.
Alphabetical or numerical filing
The final decision to make is whether to file the documents in alphabetical order,
by number, or maybe a combination of both.

The alphabetical system is quick and simple to operate. All staff, including temps,
can quickly learn what to do. Files should be placed in correct alphabetical order
according to organization name or, if there is not an organization name, the
individual name. Occasionally, for instance in a planning office, files may be
placed alphabetically according to road, town or county, or they may be grouped
by subject, eg static caravans, trousers, motor homes, and tents.

Examples of alphabetical order

Private names
Admasu
Balcha
Dadi
Geographical
Addis Ababa
Dire Dawa
Hawassa

Company names
Auto Motors Ltd
General Motors
Red Lion Hotel
Z Furnishers

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Subject
Advertising
Personnel
Numerical filing

With numerical order, each name, document or folder is given a number and they
are then placed in consecutive number order. Often this system incorporates an
index where an alphabetical list is kept too in case the number of the required file
is not known.

The numerical system is easily capable of expansion as numbers can go on

forever, but it can be more complicated to operate than the alphabetical system,
particularly if a separate index is used.

4.2.3 Effective Filing

There are then a few basic tips to remember for successful filing:
 Make sure that the documents have been released for filing.
 Sort and group the documents before starting to file
 Place the documents carefully in the file so that they do not crease or
become tatty.
 Ensure that the correct documents are placed in the correct file.
 Never attach paper clips to documents being placed in a file as these clips
can become loose or tangled up with other documents. Staple papers
together if necessary.
 It is best to arrange the documents within a file in date order, so that the
most recent is on top, but check first to make sure this is correct policy.
 'Thin out' bulky files from time to time, but only when you have authority to
do so.
 Lock the filing cabinets if you are asked to do so.
 File daily so that the system is always up to date.

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4.2.4 Using Microfilm and Electronic Filing System

Microfilming

Microfilming is the filing of documents that have been photographed, developed

on film in greatly reduced size and printed on plastic strips or cards. An A4 sheet
of information can be reduced to a tiny size. If the document needs to be read, a
viewfinder is used to enlarge the image on the screen. If a hard copy (paper
copy) is required, the enlarged image can be reproduced.

Electronic filing
Electronic systems of filing, such as word processors and computers, enable
documents to be filed on a computer storage medium. There are many ways of
storing information on computers; technology is advancing all the time.

Common ways of storing documents on microcomputers include the use of

floppy and hard disks. A floppy disk is portable; in other words it is removed from
the machine, and has to be inserted to call up files on it. The hard disk is the
computer's built in storage facility; files on the hard disk can be accessed at any
time.

4.3 Finding and Presenting Information

In any organization, information needs to be found ('accessed') every working

day. The filing system is the place to begin your search for information.

When removing a file from a manual filing system, make sure you always fill in an
absent card. On this card you should record the date taken, the file number or
name, and your name. When you return the file you should fill in the date
returned. That way, if someone else needs the file in a hurry they will know who
to come to.

Always be careful when handling files. Do not change the order of the

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documents, unless they were incorrectly filed in the first place. Take care not to
drop anything out of files. Return files as promptly as possible.

If you are obtaining a file for someone else and you think it could be needed
elsewhere, or the person concerned is not very careful with papers, then, with
that person's approval, it could be a good idea to photocopy the relevant pages
and use these, so that the file itself can be returned to the main filing system.

5. REPORTING REQUIREMENTS TO SUPERVISOR

Communication in organizations largely means presenting facts and information

so that decisions can be made. A lot of these facts are in the form of statistics.
1.
When these statistics are presented as text they can become very confusing and
difficult to understand.

By using charts and graphs, along with the more traditional written and spoken
communication, much of this statistical information can be presented separately -
in a way that is easy to understand.

TABLE
A table is a type of chart, arranged systematically in columns. Tables are very
good for displaying material containing columns of figures.

YEAR AREA A AREA B AREA C AREA D TOT AL PLOTS

1990 10 15 - - 25

1991 15 10 15 15 55

1992 10 10 20 20 60

1993 15 20 20 20 70

TOTAL NUMBER OF PLOTS OVER 4 YEARS = 210

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BAR GRAPH

Bar graphs are a very effective way of displaying information. They are

particularly useful for giving a quick comparison of quantities of goods or sums of

money. Each bar is separate from the next, unlike a histogram where the bars

join on to one another.

The following example shows how tabulation can be converted into a bar graph,

making it much simpler to interpret the facts.

Example of Bar Chart

USING PIE CHART

A pie chart, formed by a circle, is a very useful way to show information. The
circle is divided into segments, each one representing a percentage of the whole.
The main disadvantage is that the circle can only be divided into a limited

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 number of segments; otherwise each segment becomes rather 'thin'.

Example of Pie Chart

References:

 Antohny G.King : Effective Communication, Blackstone press limited,1992

 Chris Simons and Blenda Naylor-Stables ,Effective Communication for
Managers,1997
 Ann Dobson, Communication at work, How To Books Ltd,1995
 Indra Gandi National Open University, Organization Theory and Behavior
handout,2005

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