WORKPLACE PROFESSIONAL COMMUNICATION

SKILLS
 WPCS Module Assessment

1) Internship Letter (10%) – Individual

2) E- Curriculum Vitae (20%) – Individual

3) Documentation (70%) - Group

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 WORKPLACE PROFESSIONAL
COMMUNICATION SKILLS

COMMUNICATION AT WORKPLACE 1
- Elements of communication process
- Academic models of communication process
 COMMUNICATION

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 Meaning of Communication
“Communication is a process of passing information, message and
understanding from one person to another” – Koonz

“Communication is the transfer of information from sender to

receiver through different channels, with information being
understood by the receiver” – Shannon

“Communication is a process by which people create and share

information with one another in order to reach common
understanding” – Rogers

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 Levels of Management

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 Features of Communication

1. Minimum two persons

2. Two- way process
3. Pervasive function
4. Continuous function
5. Oral, written and gestures
6. Understanding message
7. Vertical, horizontal and diagonal

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 Principles of Communication

1. Clarity
2. Relevance
3. Feedback
4. Empathy
5. Timeliness
6. Appropriateness
7. Accuracy
8. Attention
9. Adaptability
10. Purpose
11. Respect
12. Listening

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 1.Clarity(Be Clear and Concise): Ensure that your message is easily
understood. Avoid ambiguity, jargon, or unnecessary complexity, and use
simple, direct language to convey your point.

2.Relevance (Know Your Audience): Tailor your message to the interests,

needs, and level of understanding of your audience. This makes your
communication more engaging and effective.

3.Feedback(Encourage Two-Way Communication): Effective communication

is a dialogue, not a monologue. Encourage feedback, ask questions, and listen
actively to understand the perspectives of others

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 4. Empathy(Consider Emotions): Understand and acknowledge the emotions
of your audience. Empathy helps in building connections, resolving conflicts,
and fostering a positive communication environment.

5. Timeliness(Communicate at the Right Time): Timing is crucial in

communication. Deliver your message when it is most relevant and when your
audience is most receptive.

6. Appropriateness(Use the Right Medium): Choose the appropriate channel

(e.g., face-to-face, email, phone) based on the context, the message's
importance, and the preferences of your audience.

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 7. Accuracy(Be Truthful and Precise): Ensure that the information you share
is accurate and truthful. Misleading or incorrect information can lead to
misunderstandings, mistrust, and potential harm.

8. Attention(Engage and Focus): Pay attention to the message and the non-
verbal cues during communication. Being fully present shows respect and helps
in understanding the message more accurately.

9. Adaptability(Be Flexible): Be willing to adjust your communication style and

approach based on the situation, feedback received, or changes in the
environment. Adaptability is key to effective communication.

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 10. Purpose( Have a Clear Objective): Know what you want to achieve with
your communication. Whether it's to inform, persuade, or entertain, having a
clear purpose guides how you structure and deliver your message.

11. Respect(Respect the Audience): Show respect for the opinions, time, and
feelings of your audience. This fosters a positive atmosphere and encourages
open, honest communication.

12. Listening (Active Listening): Communication is not just about speaking or

writing; it's also about listening. Practice active listening to fully understand the
message being communicated to you.

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 Importance of Communication

1. Acts as a basis of coordination

2. Acts as a basis of decision making
3. Increases managerial efficiency
4. Promotes cooperation and industrial peace
5. Establishes effective leadership
6. Boosts morale and provides motivation
7. Helps in training and development
8. Helps to maintain public relations
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 1. Acts as a basis of coordination: An organization has many departments,
divisions, sub-divisions, etc., and in order to coordinate the activities of all the
departments, communication is essential. Communication helps in the
coordination of various activities and provides for the exchange of information,
ideas, facts, etc.

2. Acts as a basis of decision making: Communication provides the

managers with information and ideas for sound planning and decision making. It
enables a manager to analyze the problems and gather information for making
sound decisions. Through communication, decisions can be passed to those
who are involved in executing them.

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 3. Increases managerial efficiency: For quick and effective performance of
managerial functions, communication is essential. Managers convey goals,
instructions, allocate jobs and responsibilities and evaluate performances with
the help of communication. Thus, because of communication entire organization
is lubricated and works with full efficiency.

4. Promotes cooperation and industrial peace: Cooperation and industrial

peace are promoted because of communication by developing understanding
between superiors and subordinates. Any misunderstanding or misconception
can be easily removed with communication. As communication is a two-way
process, an atmosphere of trust and understanding is maintained in the
organisation.

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 5. Establishes effective leadership: Effective communication is needed for
guiding, inspiring and motivating employees in an organization. Leaders need to
communicate their ideas, thoughts, suggestions, etc., and this can be possible
only when there is an effective communication system in an organization.
Communication is also needed to know the feelings, responses, problems,
grievances and suggestions of the followers.

6. Boosts morale and provides motivation: Motivation and morale of the

employees largely depend on the effectiveness of the communication system.
Communication helps in keeping the employees informed about plans, policies,
procedures, etc., and with such information, employees get a sense of
belongingness. Good communication develops the confidence and trust of
workers and enables leaders to motivate, influence and satisfy their subordinates.

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 7. Helps in training and development: Communication plays a vital role in the
training and development of employees at every level of management. The
degree of learning in a training depends not only on the contents of the training
and development programme but also on how the knowledge and skills are
being transmitted.

8. Helps to maintain public relations: An organisation has to deal with both

the internal and external world, which includes customers, investors, trade
unions, government, etc. Organisations are required to maintain healthy and
cordial relations with everyone. It must always strive to convince the public that
its actions are in interests of society.

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 Elements of Communication Process

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 Steps/Elements of Communication Process
1. Sender
The person who conveys his thoughts, message or ideas to the receiver is
known as the sender. The sender has some kind of information, a command,
request, or idea that he or she wants to share with others.. E.g., In a
classroom, a teacher is a sender.

2. Encoding
The process of converting messages into communication symbols, which may
be understood by the receiver. It includes words, pictures, gestures, symbols,
etc. Encoding translates the internal thought of the sender into a language
which can be understandable.

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 3. Message
The subject matter of communication is termed as messages.
The message or content is the information that the sender wants to relay to the
receiver It includes ideas, feelings, suggestions, order, etc., which a sender
wants to convey to the receiver

4. Media
The path, channel or medium through which encoded message is transmitted to
the receiver is known as media. It is the carrier of the message. It can be in
written form, face to face, through telephone, letter, internet, etc.

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 5. Decoding
The process of translating the encoded message into an effective language,
which can be understood by the receiver is known as decoding. In this, the
encoded symbols of the sender are converted.

6. Receiver
The person who receives the message of the sender is known as the
receiver. E.g., Students are receivers in the classroom.

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 7. Feedback
In order to complete the process of communication, feedback is essential. The
process of reversal of communication in which the receiver expresses his
reaction to the sender of the message is known as feedback. Feedback
ensures that the receiver has received and understood the message.

8. Noise
Any construction or hindrance which hampers the communication process is
known as noise. The hindrance may be caused to the sender, message or
receiver. It acts as a barrier to effective communication and because of this
message is interpreted differently by the receiver. Disturbance in the telephone
line, inattentive receiver, faulty decoding, poor internet connection, improper
gestures and postures, etc., are some examples of noise.

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Academic models of communication
process
 1) Shannon's (1948) Model of the communication
process.

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 2) Berlo’s Model of Communication

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 3) Aristotle's Model of Communication

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