Workplace+Communications

Introduction
Communication is the interaction between two or more people when they transfer thoughts, feelings and messages. It is the process of transmitting and receiving this information.

At work common objectives are hard if not impossible to achieve unless people are able to share their thoughts, ideas and information with one another in a way that produces a common understanding.

Successful communication in the workplace environment is vital for both employer and employee.

On a building site, methods of communication occur in a variety of ways including:

· written - by plans, specifications, sketches, graphs, site instructions and facsimile; · verbal - by person to person, telephone, two‑way radio or mobile telephone and site meetings; · non-verbal - signage, visual displays, symbols, barriers and signals.

There's: =The Sender= The originator of the message who “encodes” a thought, feeling, idea, intention, belief, fact or understanding into words and/or symbols.

**The Message** The content, that is, the words (spoken or written) or the signs that are transmitted. The means by which the message is conveyed, for example telephone, direct conversations, memo, letter etc. The recipient of the message who “decodes” it and interprets the meaning of the words or symbols. The circumstances in which communication occurs, that is, place, social environment, cultural environment, work or other situation's. The response of the receiver to the message and its meaning; may be confirmation, clarification, acceptance or rejection.
 * The Medium**
 * The Receiver**
 * The Context**
 * Feedback**

Then thre is the big Issue of **//__INTEFERENCE:__//** Any barrier to transmittal that prevents the receiver from “understanding” the intended “meaning” of the sender. Poor communication and barriers can lead to unfortunate outcomes:

· Not being clear about what you want to say ie organise your thoughts. · Not looking at the person you are speaking to. · Forcing your own ideas on someone without considering the other person. · Complicating what you are saying by giving too many details or using words the other person would not understand. · Not speaking clearly //(and many other reasons see the notes)// To listen effectively the listener must concentrate wholly on what is being said. (i) Do not talk, it is not possible to talk and listen at the same time. (ii) Pay attention, make eye contact with the talker, don't be distracted. (iii) Try to put yourself in the talker's shoes to enable better understanding. (iv) Take notes if the information is complex or exact details are required. Other active listening skills are outlined in the notes:
 * What causes Communication Failure or Breakdown ???**
 * //__PRACTICE__//**

Communication breakdown occurs when a "barrier" interferes with the message getting through, resulting in the communication process being broken or distorted. o Competing with sound (noisy work site). o Poor eyesight. o Tiredness. o Poor health. Usually caused by lack of interest, poor listening skills or being easily distracted. Emotions such as fear, anger and hate can result in irrational behaviour and communication. Assuming that others think or feel the same. Hearing part of a message, presuming to know the rest and then switching off. Culture differences, where different customs and traditions affect the way a message is interpreted. Provide feedback to the poeple you are communicating with to avoid confusion and check understanding.
 * //__AVOID__//** //__BARRIERS TO COMMUNICATION__//
 * **Physical Barriers**
 * **Inattention**
 * **Emotions**
 * **Assumption**
 * **Jumping to Conclusions (Presumption)**
 * **Individual Differences**
 * **Lack of Feedback**

Watch this video and then consider the various barriers to communication. media type="youtube" key="6_cDmwlbVkg" width="420" height="315"

Individulas perception and expectations can effect the message given and recieved. the two drawings below demonstrate this well. when you first look at the picture picture what do you see?



What about in the next picture?

People see what they think they ought to see and hear what they think ought to hear.

Then there is:

//__NON-VERBAL COMMUNICATION__//
Along with words a message can be expressed with gestures, movements, signs and expressions.

//__**Voice -**__// Changes in volume, pitch and quality tell us something by the way words are said not what is said. //__**Space -**__// The distance we space between ourselves and others conveys a message. i.e personal space //__**Symbols, Signs, Visual Displays and Signals -**__// These cover things like road signs, maps, safety signs, graphs and signals. Follow this url to find many short videos on body language. [|YouTube - Body Language videos]
 * //__Body Language__ -//** Messages sent using parts of the body, eg gestures, posture, eye contact, head movements and facial expressions.
 * //__Physical Characteristics and Appearance -__//** A person’s build, hair style, clothes and general appearance send very strong messages.
 * //__Eye Contact and Facial Expression -__//** If you face another person while riding a bus, do you ever look into his/her face?

Running a meeting:
Only run a meeting if you have a purpose. Meetings are run on building sites and in factories. There are formal and informal meetings. Formal meeting have specifica purpose and will usually have: watch this video below for some helpful tips on running a succesful meeting. media type="youtube" key="-iVnmjcNhro" width="560" height="315"
 * an agenda
 * a Timetable - start and finish time
 * list of attendees - and appologies from those that can't attend
 * correspondence and reports - e.g. treasurers report secretaries report
 * general business section and an outcomes section - including action items and responsibilities

Informal meeting sometimes called **"Toolbox meetings"** are often held on building site so supervisors can inform people of: Outcomes and detaills of meeting should be written down in diaries so everyone understands the process. Watch the video below and see how **toolbox meetings** can be more effective. media type="youtube" key="94--xIpwUC4" height="229" width="288"
 * what is expected to happen in the day
 * safety issues on the site
 * gather information on job progress and any other issues people may have

Telephone Skills
** Receiving Calls ** o explain  o take a message or purpose of the call  o offer to have the call returned  o ask if you can help further o speak clearly  o avoid slang or office jargon  o be patient  o be as helpful as possible  ** Making Calls ** watch this video for more information on good telephone skills. media type="youtube" key="pxiJ-QI0cZM" height="229" width="288"
 * Answer all calls promptly - no more than four rings.
 * Have a message pad and pencil handy.
 * Identify clearly your firm, your employer’s office and your name - in full.
 * Find out the callers name by asking, “may I ask who is calling?”
 * Check spelling and when you know the name USE IT.
 * If the person or information required is unavailable:
 * If the caller is required to wait keep them informed about what is happening.
 * Take any message accurately. Repeat information, numbers etc to check accuracy.
 * Keep promises to call back.
 * Remember general courtesy:
 * Introduce yourself using your full name and the company name.
 * Prepare what you need to say.
 * Wait for the receiver to repeat important information.
 * Apologise if you dial a wrong number, do not just hang up.
 * Put the receiver down gently, do not bang it down.


 * //__FOR MORE DETAILS DOWNLOAD AND READ THE FOLLOWING DOCUMENT__//**


 * //__Check out this presentation on workplace communications__//**