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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |

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2016/2017 II

INTRODUCTION
TO
COMMUNICATIO
N SKILLS

NBWU 2082
WORKPLACE COMMUNICATION SKILLS
INTRODUCTION
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Why is communication important?


Can people be successful at work if they
are only proficient and skillful in their
technical areas of expertise?
How can professionals today
communicate successfully?

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
INTRODUCTION
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In a survey conducted by Jobstreet.com


in Malaysia (2005) as to why managers
did not hire some fresh graduates the
top reason stated was poor
communication skills in the English
Language.
Among the seven Generic Student
Attributes (GSA), that the Ministry of
Higher Education in Malaysia has made
compulsory for all undergraduates in
public universities to2016/2017 fulfillII is
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
INTRODUCTION
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All of us agree that communication is


interactive and dynamic process.
Communication involves the sharing of
thoughts, feelings, beliefs and
knowledge.
Communication is unavoidable.
Even a quiet person is communicating
something.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
TYPES OF COMMUNICATION
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A communication model is a simplified representation of the key


elements involved in communication process.
Most books on communication processes have identified seven
key elements:
1. Source source of the communication
2. Message verbal / non-verbal message
3. Channel method used to deliver the message
4. Receiver the receiver in the communication process
5. Feedback receivers response to the senders message
6. Context - physical context (place where the communication took
place) or social context (relationship between sender an
receiver)
7. Noise or interference factor which interferes with the exchange
of message.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
Example
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Messag Feedbac
e k
(verbal
) Chann Conte
el xt
(office
)
Noise (eg:
Message (non- coffee
verbal) machine)

Sourc
Receiv
e
er

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
COMMUNICATION MODELS
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
COMMUNICATION MODELS
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Questions Answers
How can the SENDER Verbally or nonverbally. By
encode the message? speaking, writing, gesturing.
What kinds of CHANNELS Letters, e-mail, Whatsapp,
carry messages? memos, TV, telephone, voice,
body. Others?
How does a RECEIVER Hearing, reading, observing
decode a message?
When is communication When a message is
successful? understood as the sender
intended it to be.
How can a communicator Ask questions, check
provide for FEEDBACK? reactions, dont dominate the
exchange.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
BARRIERS TO EFFECTIVE
COMMUNICATION
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Barriers are noise or any factors that can


interfere with the exchange of message.
Five (5) categories of barriers
1. Semantic
2. Cultural
3. Physical
4. Physiological
5. Physchological

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
SEMANTIC BARRIERS
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Semantic deals with the meanings


associated with words and symbols.
A word can have different meanings to
different people.
Thus, the choice of words one uses could
easily cause misunderstanding in a
communication

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
SEMANTIC BARRIERS
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
CULTURAL BARRIERS
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Every culture practices its own rules on what is


deemed normal.
Thus, behaviours which affects verbal and non-
verbal communication can vary among
different cultures.
For example; making eye contact during a
conversation, how closely one sits during a
group discussion or even how loudly or softly
one speaks can all cause misunderstanding
while communicating with people from different
cultures.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
CULTURAL BARRIERS
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
PHYSICAL BARRIERS
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These are barriers which are noticeable


during communication process.
For example; a noisy room where it is
difficult to hear what is being said, a
meeting room that is either too hot or
cold which affects participants
concentration or a speakers handphone
which rings loudly in the middle of a talk.
All of these can interfere with and
disrupt a successful communication
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
PHYSIOLOGICAL BARRIERS
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These deal with an individuals personal


circumstances and the sate or his or her
fitness
For example; misunderstandings and
interference can occur during a
conversation because of an individuals
disability, such as poor eyesight, loss of
hearing and illness.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
PSYCHOLOGICAL BARRIERS
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These barriers are usually caused by


emotions and perceptions of individuals.
For example; fear in a person interferes
with the persons ability to listen to
details during a briefing, or an
employees defensive attitude during a
performance appraisal session results in
misunderstanding with the manager.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
PSYCHOLOGICAL BARRIERS
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
COMMUNICATION
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NETWORKS
COMMUNICATION NETWORKS

INFORMAL
FORMAL

HORIZONTAL -Established
DOWNWARD UPWARD COMMUNICATIO DIAGONAL friendship,
COMMUNICATIO COMMUNICATIO N Members of COMMUNICATIO personal
N Superiors N Where the same level N Where interests and
communicate subordinates in the communication proximity
with communicate organisationsal happens in all among fellow
subordinates with superiors chart directions colleagues
communicate

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
ETHICAL COMMUNICATION
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Guffey (2004) presented five guidelines


which assist professionals to
communicate ethically
1. Be truthful
2. Emphasise the difference between
opinions and facts
3. Avoid being bias

4. Communicate in an easily understood


manner
5. Give appropriate and proper credit where
necessary
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |
2016/2017 II
VERBAL COMMUNICATION
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Refers to spoken communication, i.e.


information which we present orally in
the form of spoken sentences.
Good verbal communication refers to
information which not only presented
orally, but also organised efficiently and
logically.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
NON-VERBAL
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COMMUNICATION
Three elements of non-verbal
communication
1. Visuals
What you wear, how you stand (posture) eye
contact, facial expressions.

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NON-VERBAL
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COMMUNICATION
2. Verbal
Pronunciation and enunciation

3. Vocal
Speak loudly enough to be audible to the
audience
Speak sincerely and enthusiastically.
Avoid speech disfluencies such as, erm,
lah, er.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II
REFERENCES
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Guffey, M.E. (2004). Essentials of


Business Communication, 5th edn,
Boston: Wadsworth Cengage Learning.
Sumathi Renganathan, Zulqarnain Abu
Bakar, Chong Su Li et al (2011).
Introducing Professional Communication
Skills for Undergraduates. Selangor:
Oxford Fajar Sdn Bhd.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS |


2016/2017 II