3 Things in Common

In groups of 2 you will have 3 minutes to find 3 things in common (three times)

Key lessons

Effective communication at work will help you to:

• Know what you need to do and how you need to do it

• Understand your co-workers and supervisors and their roles better

• Create a positive workplace

• Get your work done effectively

• Understand your communication style

What does communication mean?

According to the Webster's Dictionary

• A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior

“The single biggest problem in communication is the illusion that it has taken place” -- George Bernard Shaw

Why is effective communication important to employers?

Effective workplace communication increases efficiency throughout the company, staff and with customers. It decreases frustration that can be triggered by miscommunication. It promotes clear and concise understanding and can increase productivity. A part of clear communication involves putting yourself in another person’s place and seeing their perspective and communicating in a manner they can understand.

Employers have said the communication breakdown is one of their biggest issues in the workplace.

Communication in the workplace has changed over the past few years and has provided individuals in the workforce more ways to communicate with co-workers, managers, and customers. Often if there are more ways to communicate then are more ways miscommunication can occur.

There are many things that can get in our way when we are communicating at work and cause miscommunication.

In the workplace communication can happen many ways: emailing, instant messaging, video conferencing, texting, face-to-face, memos, updates on company website, phone calls, impromptu drop-ins to your workspace. So many ways to communicate and so many ways to miscommunicate.

How can miscommunication happen in the workplace?

Communication Barriers

There are many ways to communicate. Thousands of “messages” are sent every day. However, messages aren’t always heard or understood exactly the same way that the sender planned. These misunderstandings cause confusion or frustration, and often lead to problems.

Some of the barriers to good communication include:

1. Physical barriers – Things that get in the way of being able to see or hear well.
These may include_______________________________

2. Perceptual barriers – Seeing the world through your own filters including your______________________

3. Emotional barriers - Communication is affected when the sender or receiver is feeling strong emotions such as___________________________________

4. Language barriers – Communication can be blocked by_______________________________

Read the following scenarios. Think about whether this is how you usually react to the described situation. Choose the five (5) situations which most closely describe your behaviour. On a piece of paper, write down the 5 numbers you choose. Be as honest as you can. This quiz is completely confidential and you do NOT have to share the results with anyone.

When communicating verbally we need to ensure that we are speaking clearly and effectively.

Sounding professional is very important to your image and how people connect with you.

To help you speak clearly and effectively

• Get to the point, be concise – you don’t want to talk too much or too little

• Use an assertive yet friendly tone of voice

• Avoid using slang or abbreviations

• Speak with confidence -even if you are asking a question

• Communicate with respect – use the person’s name (pronounce it correctly)

• Know your facts and be honest

• Slow down – most people speak too quickly

• Be clear – do not mumble or cover your mouth

• Avoid using um, eh, huh, er

• Actively listen to the person

Key Lessons

• Humans are always communicating even we are not speaking, writing, or moving

• Body language is interpreted in many different ways

• People make assumptions based on our body language

There are many ways we communicate through our body language

• eye contact, facial expressions

• posture

• tone and volume of voice

• body movements and gestures

• breathing – speed, loudness etc.

Key Lessons

• People naturally make assumptions about others but often judge too quickly and make mistakes.

• Being open minded is the key to effective communication. You don’t have to like every person you work with, but you do have to be professional and courteous

• Set aside your judgments

• Give everyone a fair chance

• We all want to be part of a pleasant workplace.

The Story-Telling Activity

Key Lessons

• Having occasional friendly conversations with coworkers is enjoyable and fine.

• If you can chat easily with people at your work (including people in more senior or junior positions than you), it shows you are friendly and likeable.

• Positive conversations build the relationships that improve teamwork and workplace morale.

Know your boundaries – If you chat too much at work it can

• interfere with your work and with the people around you trying to do their work

• be disruptive and may annoy people

• affect your career goals and professional image in a negative way

When you make inappropriate comments, or jokes it

• damages how others see you and can ruin your reputation

• lessens your chance for a raise, promotion or any future advancement

• makes your co-workers feel left out, intimidated, teased, or even bullied - which could result in a harassment claim against you

How to make small talk

Small talk is important at work with co-workers.. You don’t have to be friends with everyone at work, although it is important to be friendly. Small talk is about having superficial, polite conversations about surface level things they can range from the weather to current events (avoid politics). Small talk allows others to join easily and not feel uncomfortable. When you are engaged in small talk this is not the place to gossip about others. Gossip is often exclusionary and has negative connotation.

When do you “small talk” ?

Example: you are at a barbeque you are in line to get some food, and you are standing beside someone you don’t know. Do you: (FN use a poll here to find out if on zoom use zoom poll or online app in class)

a. Ignore the person

b. Just start talking about your illness you had last week

c. Let them know you don’t like the person standing over to your right

d. Ask them how they know the hosts?

Getting to know people at work can enhance your work experience and has been found to be good for morale, as stated before you do not have to be friends with everyone at work although it is important to be civil and not combative. You may find you become quite friendly with some people and have a connection, if appropriate, in your workplace. You could arrange to see these people outside of work and have more in-depth conversations. While at work, things need to remain professional.

You should not talk about these things at work

• Complaining about another coworker/ your supervisor, the company policies

• Health issues – you can communicate this to your supervisor if you need time off but keep it out of conversations with coworkers

• Relationship issues /Money issues – These can be triggering to others and not appropriate to bring up at work. As mentioned above, you may form a friendship with a coworker and if you are comfortable speak outside of work. Still be aware that you do work with them and what the implications can be if they decide to tell other coworkers

• Don’t comment on other people’s food choices – this is not your business

• Do not comment on others appearance, weight or bodily functions

  • • • It is not your place to comment on someone’s weight gain or weight loss, you may think saying “you look great, you have lost so much weight, you must be so happy”, is a compliment but that person might be struggling with an illness, eating disorder, or they may hear: “you were not acceptable before at your weight but now you are”.

• Gossip, rumors, or anything negative about others

• Partying and drinking or doing drugs

Key lessons

• Technology changes rapidly

• Confidentiality at work is very important

• Your e-life could ruin your professional life

In the last few years things have changed drastically in the realm of technology and social media. Prior to 2020, the majority of employees in various industries worked in an office with little flexibility to work from home. This changed in 2020 when the majority of office workers and other professions moved out of the office to a home office. As we move in and out of the pandemic 2 years later, there has been a shift and many workplaces offer a hybrid working option.

Back in the day before everyone had computers, confidential information was housed in a locked filing cabinet. Then desktop computers came into offices and information was moved to the computer and housed on a computer server at work. Speed ahead to remote work, and now information is stored in the cloud. These changes have caused issues with confidential information being shared inadvertently through various means. Email is a common way of exchanging information, and you can accidentally share confidential information through email that can have detrimental implications. For instance, if you email your credit card or someone else’s credit card number through an unsecured email it could be compromised. If you email someone’s personal information to another person and then they forward it without knowing it was confidential, this can be an issue.

In addition, posting or tweeting private information on social media can have legal consequences. For example, posting a client’s picture on a website without their permission, or tweeting the new boss’ name before it is public can lead to disciplinary measures.

If you are using a company computer, your employer has the right to see what you are doing on the computer and can trace where you go.

Key Lessons

• Social media is now in everyday life – it is the way many people communicate

• People often share without thinking of the consequences of their actions – make sure you weigh the consequences before posting

Be careful what you share on social media. Once posted it can be there forever without your knowledge.

Many employers look at social media prior to hiring a new employee.

Social Media activity

Be the employer. Go onto a computer, not yours, another computer so none of your settings are saved and Google yourself, do other searches and see what comes up. That is what the employer is going to see when they do a search on you.

Key Lessons

• Poor spelling and grammar can make a person appear unprofessional

• Be professional in all business communications on any type of device

• When sending work communication do not use

  • • • Emojis

      • cute short forms (LOL, TTYL)

      • ALL CAPS

When at work remember to use correct grammar and spelling this includes

• Emails, texts, social media

• Reports, invoices, memos, applications, signs

Email Communication Activity

Read the following email that was written poorly. Find the mistakes and re-write the email on your own or as a group.

Consider:

Does the email sound professional?

Is it clear and do you understand everything?

Is all the contact information there?

Not everyone communicates the same way, ask your supervisor what the best way is to communicate. Do not text that you are not coming to work if you are supposed to call, do not call if you are supposed to text.

• Clear communication is needed when communicating that you require an accommodation

• Know your rights regarding accommodations

Congratulations!
You have completed
Unit 2: Communication