1.

Understand how information and knowledge is communicated within an

organization
Key information and knowledge requirements
Company performance e.g financial data , sales figures , regional differences
Staff information e.g. numbers , salaries , appraisal information , training and CPD
needs
Product knowledge e.g. compondents , how they are produced
ow to carry out roles ,professional knowledge , sources of !know"how#
Stakeholders e.g. shareholders , board members , directors , senior managers ,
operati$es .
Communication systems
%eeting ,briefings &whole staff, departmental, indi$idual'
Presentations
(mail
)ewsletters
*nter$iews, appraisals
+iterature e.g .manuals ,booklets , notices
,raining sessions
+etters
Potentials barriers
-erbal communication . tone , clarity , acti$e listening and focusing
Clarity of written messag" readability , language , tone
,echnology . Poor connections , inappropriate use
*nterpersonal relationships . personal conflict
)on $erbal communication . /ody +anguage
(quality and di$ersity , pre .0udgments , assumptions
Understand factors that impact on workplace communication
Value and Cultural factors
+anguage
Customs
Sa$ing face
Use of Technology
Help
,o reinforce spoken message , to remind , to ensure written record
,o pro$ide additional 1$isial information e.g.graphs , presentation software 1slides
Speed and efficiency
inder
*nappropriate 1 o$eruse of email
!Death by PowerPoint !
2$er reliance e.g. instead of face to face ,in e$ent of technology failure
Policies and Procedures
+egislation
Charters
Codes of practice
e able to promote effecti!e interpersonal communication
(ffecti$eness of own communication skills
3bility to contribute to meetings
4se of body language
5ritten communication skills
4se of *C,
Theories of interpersonal communication
3ttribution theory , e6pectancy $alue model , uncertainty reduction model , social
network theory
"eedback from others
5ritten , 2ral
7ormal , informal
Plan own personal de!elopment
S%38, ,argets
2ral , written , electronic communication
3t meetings , presentations , etc
7ormal and informal
7eedback from colleagues and managers
e able to re!iew communication within an organization
Communications audit
Communications systems and processes
Policies and procedures
Theories of organizational communication
(.9 .3ttraction" selection .attrition framework , contingency theories , groupthink ,
social network theory
*mpro$e workplace communications
Plan .carry out analysis and act on the results
Consensus
Sur$ey
,raining
7eedback
#easures to e!aluate
*mpro$ed performance e.g . sales figures
*ncreased staff retention e.g. staff turno$er
*ncreased moti$ation e.g. producti$ity