Grade 11 English Communication Term 1 Mrs Bentley

What is workplace communication?

This term we are going to be looking at work, its history, its evolution and its language. we will look at different types of workplace communication and the issues that can arise if it isn't handled professionally. this term you will be expected to demonstrate your skills in both a written assessment piece and a spoken one.

Perhaps we should begin by exploring the concept of communication.

Communication is the transfer of information from one place to another. It normally has human origin and is delivered to a human audience who interprets it. While computers also communicate and people communicate with computers, it is the human interaction that we will be exploring. Communication can be delivered passively, assertively or aggressively through words, posture, facial expressions, tone, pitch, pace, pause, emphasis, energy and volume.

Communication takes place in such a way that understanding or misunderstanding takes place.

In order for effective verbal communication to take place, it is important that words, tone and body language support one another.

If our audience hear the words but see that our body language does not support what we are saying, they are less likely to believe what we say. Think about the resentful apology or compliment that sounds hollow because the expression in the eyes of the speaker reveals their true thoughts.

Look at the following images and with a partner comment on the body language you can see. What does each picture say about their mood, level of interest and attention, position of authority and working relationship?

There are three broad categories of communication

Aggressive communication has a number of distinguishing characteristics.

  • High energy as you stand up for something you believe in.
  • Showing a lack of concern or consideration for other's beliefs, feelings and opinions.
  • Placing your needs above the wants and needs of others.

Assertive communication has a number of other distinctive characteristics.

  • Honesty is communicated through body language, sincerity of tone and eye contact.
  • It is considerate of others and respects the feelings, attitudes and beliefs of others while still holding true to its point in an appropriate manner.
  • It is direct to avoid misunderstanding. It is clear, concise and to the point.

Passive communication also has particular characteristics.

  • It is weak.
  • Indirect.
  • It is characterised by little eye contact, low energy and emphasis.
  • It demonstrates little commitment and implies that any decisions made are not serving all parties of that communication. Victims of bullying often communicate passively. The status of the other person can sometimes cause passivity.

What we want are effective assertive communicators.

Becoming more assertive in workplace communication.

  • Know who you are and understand your rights. You will be better placed to communicate confidently and with control.
  • Value other's rights and be respectful. Be open to rational arguments and logic.
  • Ask for help from those you trust.
  • Identify body language characteristics that may be inhibiting your capacity to communicate effectively, i.e. fidgeting, giggling,averting your eyes or nodding excessively or completing other's sentences for them.
  • Consider your tone and modulation and aim for sincerity not sarcasm.
  • Learn how to maintain control of the conversation by using a firm but polite phrase like "Hold on, I haven't finished".
  • avoid apologising for what you are about to say and learn to listen actively rather than mentally rehearse what you want to say next.
  • Use I not you statements and don't be afraid to say no when necessary.

Maintain eye contact

Stand in a relaxed upright position with shoulders back

Make deliberate choices about your tone, modulation and body language.

Created By
Juliette Bentley


Created with images by Magnus D - "Business as Usual" • PublicDomainPictures - "business businessman colleague" • PublicDomainPictures - "business computer cute" • PublicDomainPictures - "screen business cell" • PublicDomainPictures - "business smartphone call" • englishmeeting - "mike and dave sconda" • englishmeeting - "dave sconda teaching pronunciation - /w/" • BenedictFrancis - "No!" • darkday. - "Milk Factory Boss" • oranges.lemons - "phyllis and maisie script" • City of Vancouver Archives - "B.C. Telephone display in P.N.E. B.C. Building"

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