COMMUNICATION

SKILLS REPORT
Communication Skills and Workplace
Environment

SUBMITTED BY:
PC ZAIN NADEEM
NS MUHAMMAD USMAN
PC BILAL KHALID
NS ADEEL KHAN
NS SIKANDAR KHAN

Communication Skills Report

COMMUNICATION SKILLS AND WORKPLACE
ENVIRONMENT

DEFINITION
Location where a task is completed. When pertaining to a place of
employment, the work environment involves the physical geographical
location as well as the immediate surroundings of the workplace, such as a
construction site or office building. Typically involves other factors relating to
the place of employment, such as the quality of the air, noise level, and
additional perks and benefits of employment such as free child care or
unlimited coffee, or adequate parking.

RELATIONSHIP BETWEEN COMMUNICATION AND WORKPLACE

ENVIRONMENT
Interpersonal communication is a vital and integral part of the health and
well-being of any organization. As corporate organizations increased in size,
formal top-down communication became the main concern of organizational
managers. Interpersonal communication in today's companies, along with
organizational communication, has not only become far more complex and
varied but more important to the overall functioning and success of the
organization.
The role of interpersonal communication within the corporate world has
become more of a challenge due to the fact that the emphasis has
increasingly turned to understanding how new communication technologies
and capabilities can help bring about new and more effective organizational
forms and processes. The emergence of such technologies as email, cell

phones, pagers, and hand held computers have reduced the frequency at
which

organizations

encourage

the

one-on-one

relationship

between

manager and subordinate. The flow of communication is in more abundance

in the form of organizational communication such as corporate emails,
newsletters, press releases, and departmental meetings. The rise of
technology has given corporations the fast track on communication, while
downplaying the importance of face-to-face communication. This creates a
problem at the very heart of a company's success, the interpersonal
relationship between a manager and subordinate within an organization.
As a result of the changing landscape within our corporate culture, the
manager-subordinate relationship has become less crucial within the
organization than the overall communication strategy.

ASPECTS OF COMMUNICATION RELATING TO CULTURE

Communication skills are considered fundamental in the workplace; but lets
take this a step further and consider the implications of applying these skills
in a cross-cultural setting, and doing so ethically.
Effective communication involves expressing oneself clearly, being a good
listener, using appropriate body language and ensuring how a message is
delivered and received. It is inherently a two-way process. Communication
operates through a system of customs and principles that are essentially
determined by peoples cultures. When the communicators dont share these
principles, a communication breakdown, or miscommunication, will typically
occur.

EXPLICIT VS IMPLICIT
Most Western cultures, especially Anglo, Germanic and Scandinavian groups,
will communicate explicitly, that is, almost all important information is
communicated in a direct and unambiguous manner. This style also reflects

those cultures ethics, which are to communicate clearly and truthfully

without being vague or misleading. Such cultures as Asian, Middle Eastern
and Latin American tend to communicate implicitly; they rely on the context
to communicate the most important information and may take relationships
and setting into account, resulting in an indirect and ambiguous style. Ethics
in these groups require that politeness and avoiding embarrassment take
precedence over truth; in fact, for many of these cultures there is no
absolute truth. The avoidance of saying no in some Asian cultures is an
example of how these two styles can threaten communication.
In response to Musa Haiders question asked during the presentaion, how can
we ensure that we are not offending by being too direct, and conversely,
determine what is being conveyed in a vague response? Making others feel
comfortable and relaxed can override what is said, and asking open-ended
questions can help to clarify vague answers. Being aware of your own values
and principles, and not judging the other party by your standards can
alleviate a lot of frustration.

NON VERBAL
We use several non-verbal signals when we communicate, such as touching,
facial expressions, gestures, body positioning, eye contact, speech volume
and tone, physical distance etc. These can have different meanings across
cultures.

Another major difference is the use of silence. Most Western

cultures tend to want to fill long silences, and this can be perceived as
arrogant by cultures where silence is interpreted as a sign of respect. We
may interpret avoidance of eye contact as an indication of dishonesty or lack
of sincerity, whereas in many African cultures it is considered respectful.
In the global workplace it is best to observe and then modify our non-verbal
communication signals to reflect those of the other party where possible.
Also, dont make assumptions based on your own non-verbal communication

style. Instead, rely more on verbal clarification. A smile is sometimes used to

hide anger so you may want to make sure you have understood correctly by
verifying the meaning verbally.

LANGUAGE
Language is fraught with difficulties such as idioms, slang, jargon and
euphemisms; these should be avoided when communicating ethically with a
non-native speaker. Keep it simple, clear and use standard language. Clarify
what you are saying and offer the other party the opportunity to do the
same.

FACTORS OF EFFECTIVE COMMUNICATION

Following are some of the well-known listed factors:

IDENTIFYING WORKPLACE COMMUNICATION OBSTACLES

The most common workplace communication barriers are non-attentive
listening, interrupting others, inappropriate reaction, jumping to conclusions,
failure to recognize body language synchronicity and gender differences. The
first four barriers are self-explanatory, not listening, acting disproportionately
to a situation or information, and making a judgment before having all the
information. Most persons are aware these are negative actions in the
workplace. However, the last two are more subtle.
To be more effective in your workplace communication, you must be
conscious of how you are presenting yourself. For instance, body language
synchronicity means having your actions match your words and tone. In

addition, recognizing and accepting that women and men communicate

differently; women gesticulate more to demonstrate what they are saying
and use more words then men when communicating.

ATTITUDE AND DEMEANOR

Your attitude and demeanor should be courteous, clear and consistent. Being
courteous gives others the impression that you care and have an investment
in the professional relationship. When asking a co-worker for advice or
assistance, use the phrase would you please rather than just please and
always show gratitude to promote rapport and convey parity.
Asking follow up questions such as Have I explained this clearly? instead of
Do you understand builds trust and reflects consistency in parity and
rapport. This also helps to foster clarity, lessening miscommunication.

ACTIVE PARTICIPATION
Conversations should be a fluid volley between participantseach allowing
the other to make a statement, observation, or ask a question without
interruption or negative reaction. Have something interesting to say besides
work related topics. You can read your local newspaper in the morning to
help gain an understanding of what is occurring outside the workplace. For
conversations that are work related, read trade or industry publications to
stay informed and up-to-date. Effective communication is not only about
listening; it is about being able to bring an interesting or informed opinion to
the conversation.

BODY LANGUAGE
Body

language

is

perhaps

the

biggest

part

of

effective

workplace

communication because of its tellsgestures and facial expressions tell

the listener what you are thinking or what your attitude is regardless of what
you are verbalizing. If you find a new policy unfair, when your superior asks

your opinion, irregardless of what words you choose to use, your body
language will reveal your true feelings. Such as shaking your head no when
you say that you completely agree with the new policy or crossing your arms
while giving your approval; both gestures will say I dont like the new
policy while your lips are saying, Fine by me. Make sure your body
language is synchronized with your verbal feedback.

TIPS FOR EFFECTIVE COMMUNICATION

While effective communication is a learned skill, it is more effective when its
spontaneous rather than formulaic. A speech that is read, for example, rarely
has the same impact as a speech thats delivered (or appears to be
delivered) spontaneously. Of course, it takes time and effort to develop these
skills and become an effective communicator. The more effort and practice
you put in, the more instinctive and spontaneous your communication skills
will become.

1.1 EFFECTIVE

COMMUNICATION SKILLS

#1: LISTENING

Listening is one of the most important aspects of effective communication.

Successful listening means not just understanding the words or the
information being communicated, but also understanding how the speaker
feels about what theyre communicating.
Effective listening can:

Make the speaker feel heard and understood, which can help
build a stronger, deeper connection between you.

Create an environment where everyone feels safe to express

ideas, opinions, and feelings, or plan and problem solve in creative
ways.

Save

time by helping clarify information, avoid conflicts and

misunderstandings.

Relieve negative emotions. When emotions are running high, if the

speaker feels that he or she has been truly heard, it can help to calm
them down, relieve negative feelings, and allow for real understanding
or problem solving to begin.

1.2 TIPS

FOR EFFECTIVE LISTENING

If your goal is to fully understand and connect with the other person,
listening effectively will often come naturally. If it doesnt, you can remember
the following tips. The more you practice them, the more satisfying and
rewarding your interactions with others will become.

Focus fully on the speaker, his or her body language, and other
nonverbal cues. If youre daydreaming, checking text messages, or
doodling, youre almost certain to miss nonverbal cues in the
conversation. If you find it hard to concentrate on some speakers, try
repeating their words over in your headitll reinforce their message
and help you stay focused.

Avoid interrupting or trying to redirect the conversation to your

concerns, by saying something like, If you think thats bad, let me tell
you what happened to me. Listening is not the same as waiting for
your turn to talk. You cant concentrate on what someones saying if
youre forming what youre going to say next. Often, the speaker can
read your facial expressions and know that your minds elsewhere.

Avoid seeming judgmental. In order to communicate effectively

with someone, you dont have to like them or agree with their ideas,
values, or opinions. However, you do need to set aside your judgment
and withhold blame and criticism in order to fully understand a person.

The most difficult communication, when successfully executed, can

lead to the most unlikely and profound connection with someone.

Show your interest in whats being said. Nod occasionally, smile at

the person, and make sure your posture is open and inviting.
Encourage the speaker to continue with small verbal comments like
yes or uh huh.

1.3 EFFECTIVE

COMMUNICATION SKILLS

#2: NONVERBAL

COMMUNICATION

When we communicate things that we care about, we do so mainly using

nonverbal signals. Wordless communication, or body language, includes
facial expressions, body movement and gestures, eye contact, posture, the
tone of your voice, and even your muscle tension and breathing. The way
you look, listen, move, and react to another person tells them more about
how youre feeling than words alone ever can.
Developing the ability to understand and use nonverbal communication can
help you connect with others, express what you really mean, navigate
challenging situations, and build better relationships at home and work.

You can enhance effective communication by using open body

languagearms uncrossed, standing with an open stance or sitting on
the edge of your seat, and maintaining eye contact with the person
youre talking to.

You can also use body language to emphasize or enhance your verbal
messagepatting a friend on the back while complimenting him on his
success, for example, or pounding your fists to underline your
message.

1.4 TIPS

FOR IMPROVING HOW YOU READ NONVERBAL

COMMUNICATION

Practice observing people in public places, such as a shopping mall,

bus, train, caf, restaurant, or even on a television talk show with the
sound muted. Observing how others use body language can teach you
how to better receive and use nonverbal signals when conversing with
others. Notice how people act and react to each other. Try to guess
what their relationship is, what theyre talking about, and how each
feels about what is being said.

Be aware of individual differences. People from different countries

and cultures tend to use different nonverbal communication gestures,
so its important to take age, culture, religion, gender, and emotional
state into account when reading body language signals. An American
teen, a grieving widow, and an Asian businessman, for example, are
likely to use nonverbal signals differently.

Look at nonverbal communication signals as a group. Dont read

too much into a single gesture or nonverbal cue. Consider all of the
nonverbal signals you receive, from eye contact to tone of voice to
body language. Anyone can slip up occasionally and let eye contact
slip, for example, or briefly cross their arms without meaning to.
Consider the signals as a whole to get a better read on a person.

1.5 TIPS

FOR IMPROVING HOW TO DELIVER NONVERBAL

COMMUNICATION

Use

nonverbal

signals

that

match

up

with

your

words.

Nonverbal communication should reinforce what is being said, not

contradict it. If you say one thing, but your body language says
something else, your listener will likely feel youre being dishonest. For
example, you cant say yes while shaking your head no.

Adjust your nonverbal signals according to the context. The

tone of your voice, for example, should be different when youre
addressing a child than when youre addressing a group of adults.
Similarly,

take

into

account

the

emotional

state

and

cultural

background of the person youre interacting with.

Use body language to convey positive feelings even when you're

not actually experiencing them. If youre nervous about a situationa
job interview, important presentation, or first date, for exampleyou
can use positive body language to signal confidence, even though
youre not feeling it. Instead of tentatively entering a room with your
head down, eyes averted, and sliding into a chair, try standing tall with
your shoulders back, smiling and maintaining eye contact, and
delivering a firm handshake. It will make you feel more self-confident
and help to put the other person at ease.

1.6 EFFECTIVE

COMMUNICATION SKILLS

#3: MANAGING

STRESS

In small doses, stress can help you perform under pressure. However, when
stress becomes constant and overwhelming, it can hamper effective
communication by disrupting your capacity to think clearly and creatively,
and act appropriately. When youre stressed, youre more likely to misread
other people, send confusing or off-putting nonverbal signals, and lapse into
unhealthy knee-jerk patterns of behavior.
How many times have you felt stressed during a disagreement with your
spouse, kids, boss, friends, or coworkers and then said or done something
you later regretted? If you can quickly relieve stress and return to a calm
state, youll not only avoid such regrets, but in many cases youll also help to
calm the other person as well. Its only when youre in a calm, relaxed state
that you'll be able to know whether the situation requires a response, or
whether the other persons signals indicate it would be better to remain
silent.

EFFECTS OF GOOD COMMUNICATION

Practice and thought might gradually forge many an art
Virgil 70-19 BC

WHY

IS

VERBAL COMMUNICATION IMPORTANT?

We use verbal communication to inform, whether it is to inform others of our

needs or to impart knowledge. Clarification is a key component of verbal
communication. Often, we do not articulate ourselves clearly, or our words or
actions

are

misconstrued.

misunderstandings

and

Verbal

communication

provides

missing

helps

to

clarify

information.

We can use verbal communication to correct a wrong. The power of the

words, "I'm sorry," is

often more effective than an action. Verbal

communication can also be used as a tool of persuasion. It creates an

opportunity for debate, stimulates thought and creativity, and deepens and
creates new relationships. Robert M. Krauss in the article, "The Psychology of
Verbal Communication," published in the International Encyclopedia of the
Social and Behavioral Sciences in 2002, explains, "A species' survival
depends critically upon its ability to communicate effectively, and the quality
of its social life is determined in large measure by how and what it can
communicate."

WHY

IS

NON-VERBAL COMMUNICATION IMPORTANT?

Think of how many relationships start with a man and woman making eye
contact across a crowded room. A playful wink tends to be more effective
than a well-thought out pick-up-line. Michael Argyle, in his book "Bodily
Communication," identifies five main functions of non-verbal communication:
to express emotions, communicate interpersonal relationships, support
verbal interaction, reflect personality and perform rituals, such as greetings
and goodbyes. Edward G. Wertheim, Ph.D., in his paper, "The Importance of
Effective Communication," details how non-verbal communication interacts

with verbal communication. We can reinforce, contradict, substitute,

complement or emphasize our verbal communication with non-verbal cues
such as gestures, expressions and vocal inflection. Avoiding eye contact
when we tell someone we love them communicates something far different
than do spoken words, just as a bright smile when we say congratulations
reinforces the sincerity of our words.

EFFECTS OF POOR COMMUNICATION

Poor communication in the workplace can lead to poor relations between
employees and an unfriendly work atmosphere in general that renders
workers inefficient and ineffective. This leads workers to reciprocate their
feelings to the customers. Rather than dealing with the effects of poor
communication at a small business, it is better to know the causes and deal
with those instead.

UNCLEAR GOALS
An employer provides the description of a job when it advertises a position.
This, in itself, is not enough. When you select a person to fill the position,
take the individual through the job description face to face. People have
different ways of interpreting a job posting. If the company does not
communicate its expectations, the new employee gets confused and ends up
underperforming. Unclear goals lead to poor communication and frustration.

CULTURAL DIVERSITY
The world is turning into more of a global village. It is common to find people
from different backgrounds and locations converging in the same workplace.

This diversity, encouraged in businesses, still can prove a cause of poor

communication. Different cultures have their own way of interpreting things,
especially with nonverbal language. For instance while pointing with the
index finger is normal to Americans, the Asians consider it rude. If the
company

does

not bridge

the differences, there

is

a danger

that

misunderstandings will arise.

POOR

LEADERSHIP

Employees look to their leaders to provide direction in the workplace. If the

people at the helm have poor leadership skills, the chances of having poor
communication are high. Incompetent leaders exhibit indecisiveness and fail
to inspire confidence in their subordinates or over-exert control and pass on
poor communication to their employees. They may also be unable to answer
queries raised by the employees, leaving subordinates in the dark over what
to do.

PERSONAL ISSUES
Though you encourage employees not to let personal matters interfere with
their work, there are times when it is hard to divorce a person from situations
the individual may be facing outside of work. A distracted employee is
irritable and may wrongfully communicate disrespect and lack of interest in
the job. Give distracted employees some time off, where necessary and
possible, to allow them deal with a personal matter.

DEMORALIZATION
Demoralized employees lose interest in the company. They may be present
at their workstation but only do the expected and nothing more. Employees
gets demoralized when they are unappreciated, disrespected or not given a
chance to use their creativity and skills at work. Such employees do not
communicate anything extra other than what is necessary, leading to weak

lines of communication. When you respect employees, they are more

creative, productive and alert.

THE END