CHAPTER 7

Communication in the Workplace

 Objectives

Explain the various processes of Identify how a communication

different communication process works in an organization
networks.
Communication
Networks
In workplace, it primarily involves a
system of managing the flow of
information within an organization.

These system are called

communication network, regular
pattern of person-to-person
relationship through which
information flows in an organization.
Two kinds of Networks:

1.Formal Communication
Network
(Adler & Elmhors, 1999)

systems designed by management to

dedicate who should talk.

Communication can flow in several directions:

Downward Communication

occur whenever superiors initiate messages to their subordinates.

Types of Downward Communication:

Job Instruction
Job Rationale
Procedures and Practices
Feedback
Indoctrination
Upward Communication
messages flowing from subordinates to superiors.

upward communication can convey in 4 (four) type:

What subordinates are doing.
Unsolved work problems.
Suggestions for improvement.
How subordinates feel about each other and the job.
Horizontal Communication
it is also called lateral communication
it consist of messages between members of an
organization with equal power.

horizontal communication serves 5 purpose’s:

Task Coordination
Problem Solving
Sharing Information
Conflict Resolution
Building Rapport
Two kinds of Networks:

2.Informal Communication
Network
(Adler & Elmhors, 1999)

patterns of interaction based on friendships,

shared personal or career interest, and
proximity between workers.
Functions of Informal Communication
•Confirming
•Expanding
• Expediting
•Contradicting
•Circumventing
•Supplementing
CULTIVATING INFORMAL NETWORKS

seek exposure to people at all levels of organization

seek a mentor

discuss hobbies

don’t flaunt informal shortcuts

 LESSON 2
Communication Materials in
the Workplace
 Business Letter
from paper to email letters dominates the world of business and
are the most often use in communicating.

Historically business letter was sent via

postal mail or courier, but draft innovation
on technology change your way in sending
business letters

the elements of a business letter are:

 HEADING or LETTERHEAD
it includes a name and address and a logo.

it has also a return address to which the recipient will

refer when spending a response.
 DATELINE

it is placed below the writers

return address information.

Format it using the month day and year

or you can also format it using the day
month and yearformat
 THE INSIDE ADDRESS
This is the address you are sending your letter to.
*Make it complete as possible.

-Include titles, names, and address of

recipient.
-This is always on the left margin, all
are typed single spaced
 THE SALUTATION

It begins with “Dear [Recipient’s title and name]”

unless you use the salutation “ To Whom It may
Concern”
 THE BODY
The first paragraph of your business letter should provide an
introduction to why you are writing.

you should provide more information and details about your

request.
 THE COMPLIMENTARY CLOSE
this part is type one double space below the body of the
letter acceptable closing please include:
FULL BLOCK
FORMAT
MODIFIED BLOCK
FORMAT
SEMI-BLOCK
FORMAT
SIMPLIFIED
FORMAT
ABSENCE
LETTER
APPRECIATION
LETTER
CONGRATULATIONS
LETTER
 COVER
LETTERS
FOLLOW UP
LETTERS
JOB OFFER
LETTERS
RESIGNATION
LETTER
LESSON 3
RESUME
 RESUME
is a structured summary of a person’s
education, employment background, job,
qualifications, and accomplishments which
highlights and aspects that would be of
interest to the prospective employer

we have different format in making resume:

 Chronological
Resume
it presents the traditional type of a reaction
made that emphasizes on career
progression that provides a quick orderly
overview of your candidates, work and
educational experience.
Functional
Resume
Combination
Resume
 Name
The Order of ( largest font on page middle initials is
optional usually 16 in font size)

Information Mailing Address

listing both permanent and
temporary address
Telephone Number

Email Address
Not Appropriate Email Address Appropriate Email Address

•[email protected] •[email protected]
•[email protected] •[email protected]
•[email protected] •[email protected]
 Picture
do not take a low resolution photo of yourself using
your smart phone adding picture will depend on what
industry you are in so make sure to spend time learning
about it
 Resume Objective Resume Summary
This resume introduction is best for This resume introduction includes a
entry-level candidates, candidates who brief overview of work experience that
are switching industries, changing matches the requirements of the
careers and candidates who are position.
targetting specific positions.
 Resume Profile Skills and Strengths
This resume introduction includes a list Your list of key skills and strengths
of your qualifications, experience, and needs to respond to all of the items
educational background in terms of the on the “essential” list and as many
items as possible on the “desirable”
company’s needs an values that can be
list.
presented as a paragraph or as a list
with bullet point.
 Technical/Software Skills

This is a short list of the names of software or technology

you know how to use that will serve as an advantage in
the position that you are applying for.

Educational History
Education is probably your stongest selling point, if you
are still in college or just recently graduated. Present
your educational history in depth and in factual manner.
Employment History References/Referees
When providing your Your resume should at least list three
employment history, start people who can positively
with the your most recent job recommend you as an employee.
and go backward from there.
Give the position itle and the
dates you worked there.
 General Rule in Making a Resume

Font Style and Size

1. Choose easy-to-read fonts.

2. Use the same font throughout but do not
use one text size throughout.
3. Change sizes in descending order for your
name, headers, and bullet point. Many
resumes folow a “24, 12, 10” format but do
not go lower than 9pt.
4. Choose a font that fits the text sizes you
have chosen.
 General Rule in Making a Resume
Number of Pages
Some proffesionals dicourage applicants from going over one
page, while others argue that in some instances it is
acceptable. The bottom line in this: if you have information
that is highly relevant to the position you are applying for
then go ahead and add an extra page.

Margins
One inch margin s, are the safest for applicants
that lack experience. Do not use small margins,
your pages will look overcrowded, it is
recommended not to go beyond.
 LESSON 4
The Art of Interview
Interview
Interview is a two-party conversation
in which at least one person has a
specific, serious purpose. Most
important, interviewing is always
“purposeful”.
 Planning the Interview
A successful interview begins before the parties face
each other. Whether you are interviewer or the
respondent, background work can mean the
difference between success and disappointment.
 Identify and Analyze the Other Party
The other’s Concept of Self:

The self-image of the other party can have a strong effect on what goes on
in an interview.
Knowledge Level:

Your question and answer should be tailored to the information the other
person has.

Your Image:

Who you are isn’t as important as who the other party thinks you are.

Attitude:
Even if the other party has a favourable image of you, his or her feeling about
the topic might require careful planning on your part
 Prepare a list of Topics Choose the Best Interview
Structure
Sometimes the topics an interview
cover will become a clear as soon as There are several types of interview structure:
you’ve listed your objectives.
Highly Scheduled Interview
Consist a standardized list a questions. In its
most extreme for, it even specifies their
precise wording and order in which are
asked.

Non- Scheduled Interview

Stands in contrast to its highly scheduled

counter part. It usually consists of a topical
agenda without specific questions.
 Types of Questions in Planning an Interview
Open versus Closed Questions Primary and Secondary Questions
Open Question: do I evaluate the interview Primary Question: introduce
with communication skills. new topic or areas
Closed Question: to maintain control over Secondary Question: aim at
the conversation gathering additional information
about a topic
Factual versus Opinion Question
Direct and Indirect Questions
Factual Question: investigate matters of fact

Opinion Question: precisely what you are The best way to get information is
seeking usually to ask direct question
Consider Possible Questions
Hypothetical Question

seek the respondents answer to a

“what if ”question.

Leading Questions

force or tempt to respondent to

answer in one way.
 LESSON 5
Conducting an Interview
 Conducting an Interview

Time.

When you plan for an interview, give careful thought to how much time
you will need to accomplish your purpose, and let the other person
know how much time you expect to take.

Place.

The right place is just as important as the right time. The first
consideration here is to arrange a setting that is free of distractions.
 Conducting an Interview
An interview consists of three stages:

OPENING
A good introduction can shap the entire interview. Research suggest that
people form lasting impressions of one another in the first few minutes of a
conversation
The interviewer should given with a greeting and self-introduction, if
neccessary.

•Orientation
In this stage of the opening, the interviewer gives the respondent a brief overview of
what is to follow.
 Conducting an Interview

1. Explain the reasons for the Interview.

2. Explain what information is needed and how it will be used.
3. Mention the approximate lenth of the interview.

•Motivation

In some situations, such as job interview, both people feel the interview is
important to them personally. Sometimes, however, you need to give
interviewee’s a reason that will make them feel the interview is
worthwhile for them.
 Conducting an Interview
BODY
It is here that question and answer are exchanged. While a smooth interview might look
spontaneous to an outsider, you have learned the importance of preparation.

•Responsibilities of the Interviewer

1. Control and focus the conversation

If an interview ia s “conversation with a purpose”, it is the interviewer’s job to make sure that
the discussion focuses on achieving the purpose and doesn’t drift away from the agenda.

2. Listen actively
Some interviewee’s especially novices become so caught up, in budgeting time and
planning upcoming questions that they fail to hear what the respondent is saying.
 Conducting an Interview
•Responsibilities of the Interviewer
3. Use secondary quedtions to probe for important information

Sometimes an answer may be incomplete. at other times, it may be evasive

or vague. Since it is possible to know in advance when probes will be
needed, the interviewer should be ready to use them as the occasion
dictates.
 Conducting an Interview
CLOSING
An interview shouldn’t end with the last answer to the last questions.

•Review and Clarify the results of the interview

Either party can take responsibility for this step, though in different ways.

• Establish Future Action

When the relationship between the interviewer and the respondent is
continuing one, it is imortant to clarify how the matter under discussion.
 Conducting an Interview
The Ethics of Interviewing

Obligations of the Interviewer

1. Make only promises you are willing and able to keep.

Don’t make offers or claims that may later prove impossible to honor.

2. Keep Confidences.
Interviews, should any confidential information to interviewee should not
reveal, nor should they disclose any private information during session.

3.Allow the interviewee to make free responses.

An interview that forces the subject into giving unwilling answers is a

make-believe of honest conversation.
 Conducting an Interview
The Ethics of Interviewing

Obligations of the Interviewee

1.Don’t misinterpret the facts or your position

Whether the setting is an employment, a performance review session, or

an information gathering survey.
2. Don’t waste the interviewers time.

If the choice exists, be sure you are qualified for the interview.
Thank You for
Listening!