Block 1 Laboratory Organisation

UNIT 4

COMMUNICATION IN
A LABORATORY

Structure
4.1 Introduction 4.7 Reports
Expected Learning Outcomes Informal Reports
4.2 What is Communication? Formal Reports
4.3 Oral Communication 4.8 The Computer
4.4 Written Communication 4.9 Channels of
Communication
Information Received
4.10 Summary
Information Sent
4.11 Terminal Questions
4.5 Memoranda
4.12 Answers
4.6 Letters
Official and Personal
Communication

4.1 INTRODUCTION
Communication is essentially to- and fro- transfer of information between
individuals, departments as well as between organisations. Therefore, it is an
important aspect of the functions of any organisation. At the heart of any well-
run department will be a good system of communication. In order to be
effective, communication must take place at the proper time, must be accurate
and must occur speedily. The laboratory staff is required to have a knowledge
of the languages in which the communication is done at her/his institution. The
staff should also be well versed in the language which is used universally, like
the English language. In other words it is essential to have a good knowledge
of communicating as per the requirement. Thus, if a complaint pertaining to lab
repair is to be made or a letter to be written to the vendor for the procurement
of lab related items, then the communication has to be made in two different
ways.

In this unit we will discuss three means of communication–oral, written and by

58 using computer. Of these, oral and written are the old and common means of
Unit 4 Communication in a Laboratory
communication, whereas computer has become very important and also
essential now. Most of the times an oral communication is an informal one
while written communication is a formal type. In the next block, you will study
the important aspects of laboratory management. In the next block, you will
study the important aspects of laboratory management.

Expected Learning Outcomes

After studying this unit you should be able to:

 list means of communication stating when each would be appropriate;

 recognize and produce suitable written communication is given

circumstances;

 list some of the uses of the computer for filing and keeping records
together with any drawback;

 identify different channels of communication at the workplace and

recognize their use; and

 recognise your place in the work-team and be aware of the areas of the
responsibility.

4.2 WHAT IS COMMUNICATION?

Communication is a process of exchange of messages, facts, ideas, opinions,
feelings between two or more person. In any organization various people are
linked together for common purposes. Mutual understanding and effective
relationship among such people can be established by meaningful transfer of
information form one person to another. Any department can be successfully
run if it has a good system of communication. Communication system involves
sending of information, receiving the information as well as response or
reaction to the information. Transmission of information from communicator to
receiver is carried out by certain means. In the following sections we will
consider some of the means of communication available to you and when and
how you should use them. It is necessary than you should select the most
appropriate means of communication for the benefit of the people with whom
you communicate. It is also required that you should use correct level of
language and terminology. This will avoid misunderstanding, mistakes and
breaches of protocol. Let us now try the following SAQ.

SAQ 1
What are the two things you should consider while communicating with
others?

4.3 ORAL COMMUNICATION

Oral communication between the people occurs with the use of spoken words.
You should keep in mind the following points while communicating orally with
your colleagues or other people. 59
Block 1 Laboratory Organisation
1. Listening is as important as talking.

2. Accuracy and precision in what you say avoids confusion.

3. Be carefully how you use jargons. However, science is reckoned to be

an exact subject so use the correct names for apparatus, quantities
etc. when discussing science.

Oral communication can occur face to face or with the help of the telephone.
Face to face communication is most natural and easiest means of oral
communication that occurs daily between coworkers during work. Telephone
is most commonly and widely used mechanical device for oral communication.
The cellular phones commonly called “cell phones” have become a house hold
commodity and revolutionised the means of communication for the past many
decades now. Different modes of oral communication are shown in Fig. 4.1.

Fig. 4.1: Different modes of oral communication

Oral communication obviously has advantages and a disadvantage compared

to written communication. While oral communication is quick, easy and
personalised, it suffers from one major disadvantage. When finished, there is
no record of what has actually been said. It can be important to have a written
record of a conversation. For example, it you receive some goods which are
broken or incomplete, you will need to notify the supplier and, in some
instance, the transporter/carrier. The easiest way to do this is to use the phone
and there is no reason why you should not do so, provided you follow up your
phone call with a confirmatory letter (of which you should keep a copy). If you
receive an oral request for some apparatus, ask for the request in writing (or
write it down yourself, immediately). Then there is less chance that you will
forget. No doubt you can think of many other instances from your working life
where the written word is essential. Let us try the following SAQ before we
proceed further.

SAQ 2
a) Write any two advantages that written communication can have over oral
communication.

b) Write any one advantage that oral communication can have over written
communication.

4.4 WRITTEN COMMUNICATION

The communication process that involves written media, i.e. paper is called
60 written communication. It involves distribution and delivery of papers. Two
Unit 4 Communication in a Laboratory
basic aspect of written communication are information received and
information sent.

4.4.1 Information Received

You must always read the information you receive. After reading through the
information you can decide what needs to be read in depth, what can be
scanned and what can be safely thrown away. With experience you will learn
how to do this. All the incoming information that is important should be filed. In
Unit 7, you will study about filing system. Probably the most important written
communication which you will receive concerns requests for apparatus and
materials.

4.4.2 Information Sent

This is the aspect of written communication where your skill of using
appropriate language, precision, accuracy and thoughtful words is exercised.
In the following sections we will discuss some types of written communication,
but before that try the following SAQ.

SAQ 3
Which of the following (from i to iv) would you use in a written communication
to: a) an equipment supplier and b) a friend?

i) Please would you dispatch to me at the above address and at your

earliest convenience a box of ten Compact Disk, Rewritable, as
described in your equipment list of 12 February 2021.

ii) Ref: yours of Feb, send another box.

iii) I refer to your list dated 12.02.2022. Please supply 1 box of 10

Rewritable CDs.

iv) Regarding your list (12th Feb), can you please send me a box of ten
Rewritable CDs?

4.5 MEMORANDA
Memoranda (though some prefer “memorandums” and others refer to
“memos”) are commonly used for written communications within a workplace,
within department, etc. They are much like letters in general layout and
content but differ in certain specific details. They all have similar headings
which are illustrated in Fig. 4.2.

MEMORANDUM
To
From Date:

Subject:

Fig. 4.2: Memorandum Headings. 61

Block 1 Laboratory Organisation
Memos dispense with the need for giving instructions, salutations, greetings
and a complimentary close. A signature is not necessary in a memo, although
it may be installed. While it is not true that memos are always brief, they are
essentially an aid to quick and direct internal communications. They should
therefore, be written in clear, concise English, and in continuous prose rather
than in note form. It is a good idea to number or letter each topic for clarity. Try
also to plan the contents of your memo so that they follow some sort of logical
sequence, instead of presenting statements as these occur to you. You should
not forget the usual words of courtesy and politeness, too. These belong as
much in a memo as in conversation or letters.

4.6 LETTERS
There are conventions established by bodies covering the way that letters are
set out and every letter has certain components in common. It might be
interesting for you to see how far you are aware of these.

Let us now look at the example of a letter by an equipment firm to the chief
technician in an organization.

Science Equipment Ltd.

1, Banglow Nagar, Jawahar Road Date:
Chemical Industries Ltd.
Okhla Industrial Estate, New Delhi

For the attention of the Chief Technician

Your ref. Our ref. DRS Date. 4th April 2022
Dear Sir,
Re. Your order no. E023904

We must apologize for the delay of the above order which is due to nil stock
of this item. As this situation was unforeseen at the time of your order, we
now find that we are unable to invoice your for March. We would be grateful
if you could notify us as to whether you wish to cancel this order and re-
order for April invoicing, or if you would like the order to stand.

We hope to have sufficient stock to cover your order within the next 21 days.
Yours faithfully,

D.R. Singh
Sales Office

SAQ 4
Read the above letter carefully, list the mistakes and rewrite the letter in the
correct form.

The laboratory staff has to make both official and sometimes personal
communications depending upon the nature of work. Let us understand what
62 we mean by official and personal communications in the following subsection.
Unit 4 Communication in a Laboratory
4.6.1 Official and Personal Communications
We are going to draw your attention to a point of procedure concerning letter
writing. Your workplace will have a supply of headed writing paper and it may
well have a policy concerning who can use it and who can sign letters written
on it. Two points arise from this:

1. The quality of the letter reflects the standards of the sender and his or
her place of employment. Therefore, letters on headed paper should
be typed and laid out correctly. Correct spelling, grammar and
punctuation are equally important.

2. A typewritten letter on headed paper represents on official

communication from an establishment, and whoever signs the letter
must have authority to represents the establishment.

It is unlikely that you will send out official letters in your own right. It is more
likely that you could be required to draft letters which are then typed and
signed by one of your superiors. Bear this in mind when reading this section,
and remember the distinction between official and personal communications.
For personal communications you can make your own draft and can send
handwritten as well undersigned by you.

Incidentally, beware of signing letters with p.p. (per procurationem) in

someone’s absence, even if it is a letter that you have drafted. The use of p.p.
implies a legal responsibility for the contents of the letter. Now you can attempt
the following SAQ and assess your understanding of the official and personal
communication.

SAQ 5
In each of the following circumstances, whom would you contact? There may
be more than one person/group, in which case put your answer in order,
starting with your first choice.
a) A piece of apparatus is delivered broken, although the packaging had
not been undone when delivered to you.
b) A sink in the lab is blocked.
c) You require financial assistance for travelling to a study centre for a
distance learning course.

4.7 REPORTS
There are two kinds of report that you may be called on to write in connection
with your work. The first may concern an investigation or enquiry that you have
been making, e.g., an experiment, and the second may arise because you
have some information that you wish, or have been instructed, to pass on, e.g.
after an accident or other mishap.

Scientific reporting is generally written by the students working in the

laboratory. Accurate reporting of experiments allows these to be repeated as a 63
Block 1 Laboratory Organisation
verification. Other kinds of reports may be either informal or formal and often
concern a particular set of circumstances that may need action or decisions
from someone in authority, e.g. Head of the Department.

In this unit it is impossible to take up all the cases in which you communicate
with people at work but in this section you will be introduced to the basic
understanding so that the underlying principles and procedures are clear. You
will learn about the informal and formal reports in the following subsections.

4.7.1 Informal Reports

Many of the comments that we have made about other forms of written
communications apply to informal reports. They should contain only facts,
presented in a brief and logical way. Important features to include are the date,
the title and the name (and status) of the person making the report. These
should begin with a simple statement of the relevant facts and/or
circumstances. It can be helpful to number or letter each item.

If there are circumstances in which your opinion has been requested, your
opinions would then form the second half of this report. If data and/or
diagrams would help the reader, these should be included. The same criteria
apply to these diagrams while writing the reports of experiments.

4.7.2 Formal Reports

Formal reports are often produced as the result of an investigation or request
for information required by management. A formal report can be similar in
layout and content to the informal report but may contain five sections instead
of two. Each section might require a heading. Examples of these headings
could include the following:

1. Terms of reference: The outlines are: who gave the instructions for the
investigation or whatever, the nature of the investigation, the extent of the
enquiries and the nature of the information required. This helps you to
clarify in your own mind exactly what you are meant to be considering.

2. Proceedings, Procedure or Action Taken: This should consist of a list of

actions, with dates and time, when these took place. Actions could include
examination of sites, equipment and processes and visits to other places,
etc. No information is given at this stage.

3. Findings: In this section, all the facts are listed as in the first section of the
informal report. If more than one item or situation is being investigated,
this section can be divided up by appropriate sub-headings with
numbered or lettered details.

4. Conclusion: This section is for the writer to express his/her conclusions

and/or opinions and must refer to the findings. They should express the
result of logical reasoning and deduction from the facts.

5. Recommendations: You might not be asked to make suggestions as to

what action should be taken but, if you are, there are some do’s and
don’ts to be considered:

a) DO be practical. Consider the effect your recommendations could

64 have on your colleagues if they were adopted. Be precise.
Unit 4 Communication in a Laboratory
b) DON’T suggest that further investigations should be made (unless
there are good reasons why your investigations were not adequate
or sufficient).

c) DON’T’ let your wishes dictate your recommendations when all the
facts point to a course of action that you would find unwelcome. Be
anxious about making important recommendations.

Major decisions are not likely to be made on the basis of your report alone!

Writing a report after collecting facts and drawing conclusions ought to be at

least a two-day process. Once your report is written, keep it for twenty-four
hours and then read it again. It is surprising how many alternations and/or
corrections you will wish to make after you have “slept on it”.

Finally, as with the informal report, the final draft of your formal report should
be signed and yours status added, with the date that you produced the report.
Let us now try the following SAQ.

SAQ 6
1. If you witnessed an accident, what facts/circumstances concerning the
accident would be appropriate for you to include in the introductory
paragraph of a written accident report? (Use only as many numbers as
you require).
2. Which of the following could you include in an informal report?
i) The date on which the report was written
ii) The name of the author
iii) The title of the report
iv) The terms of reference of the report
v) A statement of facts/circumstances
vi) Data and / or diagrams
vii) Conclusions
viii) Recommendations

Till now we have briefly reviewed different types of written communication.

Now we will study another mode of communication which can be used to
produce all the forms that we have mentioned above and much, much more.
You must have understood this mode of communication makes use of
computers. You are very well aware how useful the computers are for various
purposes. These have become a very helpful means of not only
communication but also for the various types of jobs required to be performed
in the laboratory by the staff.

4.8 THE COMPUTER

You must be aware that the computer is now a powerful tool in
communications. Indeed, this unit was written and produced with the
assistance of modern communications technology. The units are word 65
Block 1 Laboratory Organisation
processed using a software viz. MS Office. You can also use a microcomputer
as a word processor if you have the right programme available. As a word
processor you can use a computer to generate all the written communications
we have discussed in this unit. A typical computer unit looks like the one given
in Fig. 4.3.

Fig. 4.3: A Typical computer unit.

Microcomputers are an indispensable tool in the modern working environment
and you may also have access to a mini or mainframe computer. There are
many software packages available for use in stock control and in keeping
records of the kind we have discussed. There are packages which link stock
control with accounts, and these are particularly useful if you bear financial
responsibilities. Of the three basic types of propriety computer programmes
available (namely word processing, database and spreadsheet), the database
is the most useful for stock control.

You will also find spreadsheet programme useful, particularly if you are
involved on the accounting side. Needless to say, a printer to produce “hard
copy” is essential for this kind of work so that you have a permanent record of
your reports.

Some basic suggestions in using computers this way are:

1. Always try and enter data in the form that you want to see it printed out.
For example if you type in “kbr”, do not expect the computer to print out
beakers.

2. Be consistent in the way that you enter data. Using the example in (1)
enter either “bkr” or enter “beaker” for all beakers. If you enter a beaker as
“bkr”, and then ask the computer to list all “beakers”, do not be surprised if
it misses out the “bkr”.

3. Item (2) is allied to the GIGO principle. This is a universal and self-
explanatory principle which simply states “Garbage In-Garbage Out”!

4. Try and retain printouts (hard copy) of all your work as they invariably
provide a useful reference.

5. Ensure that you have back-up copies of all of your data and that your
working data drives are copied onto your back-up drives regularly.

A detailed account of the hardware and software of computers is dealt in

Unit 8, Block 2 of this course. You can proceed further after answering the
66 following SAQ.
Unit 4 Communication in a Laboratory

SAQ 7
Give three uses of the computer/microcomputer in a science department.

4.9 CHANNELS OF COMMUNICATION

Having discussed how to communicate with people, let us now consider the
people with whom we need to communicate and the ways of communication
that are most appropriate. After all, you might be an extremely effective
communicator, but if you don’t use the correct channels of communication
your efforts will be wasted. Worse still you could easily provoke an adverse
reaction from some “links” in the chain! Fig. 4.4 illustrates two typical chains of
communication.
You will appreciate that there are variations possible, e.g. a lab might have
trainee technicians working under supervision. In this case, there would be
slightly different channels of communication.
First, consider Fig. 4.4. The main channel of communication for a lab
technician is to the lab manager or, in a school for example, the head of the
science department. It is likely that the responsibility for the employment of lab
technician is part of this person’s (Head’s) duties. This means that, in theory
anyway, he or she is the person who directs the technician’s activities. Here,
the line of communication is an unrestricted two-way channel and the formality
inherent in it depends on the relationships at work.

General Management Personnel Department

Head of Institution/
Department or
Project Incharge

Union Union

Laboratory Manager Technician

(a)

Governors Education Authority

Head of Research Institute

College/School

Head of Science Technician

Science Teachers

(b)
Fig. 4.4: Typical channels of communication (a) A general example;
(b) Example in an education lab.
Note: ______________ unrestricted path of communication
- - - - - - - - - - - - - - restricted path of communication.
67
Block 1 Laboratory Organisation
Both parts of Fig. 4.4 could be represented in general as shown in Fig. 4.5.

Senior/Executive/Head/
Management

Middle Management
Supervisors and Teachers

Technicians
Fig. 4.5: General lines of communications.

This figure shows fairly limited view of organizational structure and

communications, and there are of course many other possibilities. Now try the
following SAQ to test what you have learnt in this section.

SAQ 8
Consider Fig. 4.4 and Fig. 4.5 together. We said that Fig. 4.5 is a general
summary of the two situations illustrated in Fig. 4.4. In fact there are also two
important links in the chains of communication that are missing. One link is
that of the personnel/advisory office. What is the other?

4.10 SUMMARY
Let us now summarise what we have studied in this unit.

 Communication is a two-way process whereby transmission of messages

or exchange of ideas, facts or opinions occur between the person as well
as between the systems.

 Oral, written and use of computers are the three ways by which
communication can be carried out effectively. It is important to choose the
most suitable means of communication at an appropriate occasion.

 Written communications can be personal or official. Official communication

can be in the form of letters, memoranda etc. Reports are made to write
about any event.

 In the present day computer is a powerful tool in the communications. In

fact it is increasingly becoming an essential tool for communications and
other purposes such as for filing and keeping records.

 Along with what to communicate and how to communicate it is also

important to know whom to communicate. In any organisational set-up
there is a channel through which the communication should travel.

4.11 TERMINAL QUESTIONS

1. On which of the following occasions do you think the telephone would be
68 the most suitable sole means of communication?
Unit 4 Communication in a Laboratory
a) Checking train times at the nearby railway station

b) Ordering food or livestock

c) Asking for details of a training course

d) Booking a place on a training course

2. List three examples from your working routine when written

communications are essential.

3. Recall the three situations outlined in SAQ 5. For each, how would you
contact the person/organization concerned? Include all the means that
you would use, in chronological order, and mention any other
person/people who might be involved with the communication process.

4. Which of the following could be used to describe a well-presented

memo? (Select as many as you wish)

a) Polite

b) Concise

c) Signed

d) Brief

e) In note form

f) Detailed

5. Below is a letter that a technician drafted to a supplier to complain about

an item of detective equipment. What, if anything, is wrong with this
letter? Correct the letter by rewriting it in the space given below (using
your imagination to insert any missing information).

Dear Sirs

We have received a delivery from you containing 10 porcelain crucibles, 3 of

which were broken. I demand that you replace the broken ones immediately.

Yours sincerely

4.12 ANSWERS
Self Assessment Questions
1. i) Appropriate means of communications and ii) Language

2. a) i) You can always retain a copy

ii) You might be able to obtain an immediate reply or response. For

example, if you request “urgent action” in a letter, you would expect
some sort of action within a working day of receipt of your letter-this
could mean a delay or days. However, if you requested “urgent
action” in an oral communication, you could reasonably expect within
minutes. 69
Block 1 Laboratory Organisation
b) You have the time to identify the precise words needed for any
situation. In other words you have time to write exactly what you
mean.

3. i) It is verbose, and while it is correct, it is badly written and difficult to

understand easily.

ii) It is too abbreviated to be either courteous or concise.

iii) This would be appropriate for a) -a supplier. There is sufficient

information for the supplier to identify the product; the use of the word
“please” incorporates some courtesy; and the abbreviations are
acceptable.

iv) This would be appropriate for b) as it is polite and contains sufficient

information.

4. i) Addresses – Sender’s address block should be located top right not

left, unless the letter is on printed note paper. It is better if the
addressee’s address is set below the last line of the sender’s
address, but set left as shown.

ii) Date and references – These are better grouped below the sender’s
address.

iii) Style – While this letter conveys its meaning, it could be structured
better and expressed in a more business-like fashion. For example,
the first sentence would be better put as “I apologize for the delay in
fulfilling the above mentioned order. This is because this item is out of
stock”. Note the use of “I” and not “we”-if you sign a letter personally
then you should be direct in what you say. The other sentences could
be tidied up in a similar way.

This letter is an example of the use of clinches i.e. shortened form of

the expression, e.g., “nil stock”, unable to invoice you”.

iv) There is no indication of the title of the writer-Mr. Miss, Mrs., or Ms.
Also the signature block would normally be ranged left.
Science Equipment Ltd.
1, Banglow Nagar, Jawahar Road, Delhi
th
4 April 2022
Our ref.: DRS
Your ref.:
The Chief Technician
Chemical Industries Ltd.
Okhla Industrial Estate, New Delhi
Dear Sir,
Ref. Your Order no. E023904
I apologize for the delay in fulfilling the above mentioned order. This is because
this item is out of stock, but new stocks are expected within twenty-one days. Do
you wish to cancel this order and re-order for April invoicing, or do you require the
order to stand?
Yours faithfully,
D.R. Singh (Manager)
70 Sales Office
Unit 4 Communication in a Laboratory
5. a) The supplier and, possibly, the carrier.

b) Caretakers, or perhaps the lab manager or Head of the Science

Department. This depends on your channel of communication for
reporting faults of the buildings, fittings and services at your
workplace. Usually there will be a set procedure which may
eventually lead to the works manager or works department.

c) If you are employed by an education authority you would need

clearance from your head of science, (science adviser, inspector
and personnel officer). If you are employed by, say, a company,
you would contact your lab manager and personnel and training
officers.

6. a) 1. Date

2. Approximate time

3. Place

4. Name(s) of person/people directly involved.

5. Whether there were other people in the area (as possible

witnesses).

6. Brief description (one sentence) of nature of incident. The next

part of the report would contain a detailed description of the
incident as you saw it and what action was taken by you and
other people.

b) (i), (ii), (iii), (v), (vi) and (vii)

7. i) For simulations of experiments and educational use.

ii) For keeping records of stock, etc.

iii) For keeping an printing copies of worksheets, etc.

8. The trade unions are the missing link. Just as you will be in direct
communication with personnel office, in relation to your pay and
conditions of employment, so you may be in direct contact with a trade
union in the form of safety representative, local representative, or even
local secretary. Both trade unions and personnel officers are available
for the discussion of employment-related matters and advise manager
through appropriate committees and groups, independent of the usual
channels of communication.

Terminal Questions
1. i) and iii)
2. Your list could include the following.
i) Your employer’s statement of safety policy
ii) Your pay slip

iii) Orders for goods 71

Block 1 Laboratory Organisation
iv) Requests for building repairs and maintenance

v) Requests for leave

vi) Accident/incident reports

3. i) To the supplier; telephone followed by letter. To the carrier: letter

(sent immediately as there is a time limit for complaints). (These
letters would be signed by the head of department or other person
with sufficient authority).

ii) To the caretaker: oral. To the head of science or lab manager: oral,
and then a memo.

iii) To the head of science or your personnel/training officer: oral and,

perhaps a letter. To the Area Education Office (if applicable): a
letter. (If your head of school is supportive, he/she might write on
your behalf).

4. i) and ii)

v) is wrong.

iii), iv) and vi) could apply, depending on the nature and amount of
information that is being given.

5. The letter lacks:

i) date of delivery

ii) delivery note number

iii) order number

iv) catalogue number

In addition, the second sentence is much too abrupt and “Yours

sincerely” is incorrect. It would be better written as follows.

Dear sir,
On 10 January 2022, we received some goods from you (with delivery note no.
Z1234) in response to our order no. A5678. Unfortunately three porcelain crucibles
(cat. No. L1112) were broken.
Please would your replace these at your earliest convenience?
Yours faithfully
V. Ramesh
Lab Manager

72