1. Receiving and Responding to Workplace Communication.pptx

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1. Receiving and Responding to Workplace Communication

2. LO1. Follow routine spoken messages Ethical work practices in handling communication. Communication is the exchange of information, messages and thoughts. To be effective, the information must be communicated to the right person, at the right time and in the right manner. The person receiving the information must also effectively listen, read and/or observe so they understand the communication.

3. Effective communication is vital in the workplace. It enables workers and supervisors to work together efficiently to meet both the goals of the enterprise and the needs of customers and clients.

4. Effective communication helps workers to: complete a schedule of tasks follow a set of instructions learn correct procedures and improve work practices solve problems work as part of a team follow the enterprise Occupational Health and Safety and environmental procedures.

5. Directions: Write T if the statement is True and F if it is False on the space provided. 1. Effective communication is vital in the workplace. 2. Employees need to fill out a variety of workplace forms. 3. Good listening skills are necessary when receiving instruction or being taught new procedures. 4. Map legend is an example of sign. 5. All documents should be accessible to all employees in the workplace. 6. A conflicting message may be given because the words spoken do not match a speaker’s body language. 7. The information must be communicated to the right person, at the right time and in the right manner. 8. All employees are allowed to distribute the information to personnel or authorities. 9. Communication is the exchange of information, messages and thoughts. 10. It is a good practice to make a copy of the form for future reference before presenting or mailing it.

6. Accuracy in recording messages/information Three main modes of communication Verbal / Spoken communication M ay occur face-to-face or via telephones or two-way radios. B oth the speaker and the listener need to be actively engaged in the conversation. The speaker should be clear, concise, and courteous and use a style of language that is appropriate to the situation and the audience. The information should be accurate to the best of the speaker’s knowledge.

7. The tone of voice and body language used when speaking are often as important as the words themselves. The listener should give the speaker their full attention and be sure that they clearly understand the message being conveyed. Body language is very important. Good listening skills are necessary when receiving instruction or being taught new procedures.

8. Questions should be asked by the listener to clarify the meaning and by the speaker to ensure that the information has been fully understood. There are three types of questions: Closed questions are used to obtain a particular piece of information. They are usually answered with a yes or no or with a limited response. For example: Have you driven a four-wheel drive tractor before? Open questions encourage people to discuss a situation and share information. They often require longer answers and begin with how, where, when, which, who, why or what. For example: What types of tractors have you driven? Reflective questions , also called mirror questions, are used to show the speaker that you have been actively listening to them. They are also helpful when encouraging a person to express their opinions clearly. For example: So, you’ve driven this type of tractor before? You’ve found this type of tractor to run reliably, haven’t you?

9. Barriers that reduce the effectiveness of verbal communication inappropriate choice of language style inappropriate body language disruptions noise in the proximity and/or a poor signal relevance of the topic to the listener assumptions made by both the speaker and listener.

10. Non-verbal communication non-verbal body language. includes body posture, arm and hand positions, facial expressions, eye contact and hand gestures. Sometimes a conflicting message may be given because the words spoken do not match a speaker’s body language. Personal presentation, dress and hygiene also contribute to the impression a person makes when they are communicating.

11. Signals - hand signals used when operating machinery; traffic lights. Signs - safety signs; workplace warnings; men’s, ladies and disabled toilets; first aid posts. Diagrams - property maps; diagrams in machinery manuals. Symbols - poison schedules; map legends; machinery gears and levers.

12. Different modes of communication Activity I: Role Play: “Do It Right” Your supervisor assigns you to convey his instructions on how to improve work practices to your teammates in the workplace. How will you do it? Consider the clarity, conciseness, accuracy, tone of voice, body language and courtesy in conveying the message .

13. LO2. Perform workplace duties following written notices Knowledge of Organizational policies/guidelines in regard to processing internal/external information Operational procedures are a set of rules, principles or policies that an organization follows. It is designed to have a uniform mindset within the workplace and to ensure that every worker follows the same procedure in the workplace. Organizational guidelines may include information documentation procedures, standard operating procedures (SOPs), organizational manuals. Departmental Policies and Procedures Manual, Service Manual.

14. Common Rules in the Workplace Punch in and out of time. If you are late for work, your pay will be deducted accordingly. If you must be absent or late, inform your supervisor before work begins. Use equipment carefully. Keep work area neat and orderly. Do not forget to put supplies and equipment to their proper places before going home. Obey safety rules and signs. Wear proper safety clothes. If there are any accidents, report it to your supervisor immediately. Come to work with clean clothes and clean body. If you don’t understand, do not be afraid to ask. Mistakes are expensive and can cause delays.

15. On Attendance Attendance is a very important aspect of the workplace because it displays your commitment to the job. Excuses should be valid and its urgency should be determined in the place of the work that you will leave in the case that you will absent yourself.

16. There are two (2) types of reasons: EMERGENCY REASONS – this type of reason is usually accidental and does not happen all the time. You are usually allowed to absent if circumstances permit you to attend to the emergency. Otherwise, you have to stay and continue your work. Emergencies happening before going to work should be brought to the attention of the immediate supervisor at least 3 hours before work time begins. SPECIAL OCCASSIONS – there are usually planned activities and cannot be taken as emergencies. You are required to inform your boss at least two (2) weeks ahead of time about this schedule. To some extent, permission is granted depending on the discretion of your boss .

17. Skipping yourself from work without giving notice to and without permission from your boss will declare you AWOL – Absent Without Official Leave. If you continue to be AWOL, you will consequently get fired or terminated. Getting another job would be very difficult because you have acquired a BAD ATTENDANCE RECORD . Show your commitment to your job by appearing regularly and consistently at work. .

18. Directions: Give at least 6 common rules in the workplace 1. 2. 3. 4. 5. 6. .