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Communication in the Workplace

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Laurie Armstrong

on 30 March 2014

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Transcript of Communication in the Workplace

Let's discuss
or the use of
during a conversation
Along with spoken words, we use:

Nonverbal Communication

also known as
"Body Language"

Chapter 12: Communication in the Workplace
How and Why Do WE Communicate?
Communication is becoming increasingly complex, instantaneous, and convenient as technology advances and our world becomes ever more connected. Here we will examine the elements of communication and how managers use them to effectively interact with others.
Three Levels of Communication
The reason people communicate
Ex: to influence others using ideas
We exchange information when we communicate with others
There is a relationship between the people involved in the communication
Managers focus most on action and information. But an
manager pays close attention to
as well.
Potential Causes of
1. Substituting for words
2. Controlling impressions of others
3. Complementing one's spoken words
4. Contradicting one's spoken words
5. Confirming the messages of others
6. Distinguishing relationships between oneself and others
7. Maintaining congruent understanding of messages in shared contexts such as a work environment
Managers use space to convey different meanings:
Staying behind a desk conveys control and authority. Ex: during a performance review or disciplinary action
Moving out from behind the desk to communicate with employee shows openness and teamwork
Common Ways of Communicating
in the Workplace
Dyads: talking face to face with another person. One of the most common and important ways managers communicate
Group Communication: using small groups (ex: inter or intradisplinary groups) is very common in OT to solve problems, coordinate client care, or improve work efficiency
Telephone Conversations
Written Communication
Business Memo:
short, informs one or more people within an organization about something specific; not detailed
Formal Business Letter:
typically used to address someone outside the organization
Business Plans:
formal, precisely written document outlining a plan for a new business or a business' plan for new product/service
Electronic Communication
has the advantage of instant communication but can be very distracting from work
should be used very little in business unless widely accepted in the organization; perceived as very impersonal
Electronic Bulletin Boards and Forums:
useful for sharing and obtaining information from other professionals with similar interests
Web Conferencing:
an alternative to face to face meetings that allows managers to collaborate with colleagues over long distances

Social Media:
can include bulletin boards, discussion forums, blogs, and special interest groups; facilitates information sharing and obtaining quick answers to questions
inaccurate inferences by the receiver

word-meaning confusion
differing perceptions
nonverbal messages
cultural or gender differences
Unfortunately, even the best communicators run into misunderstandings. What are some
possible causes
Common elements of nonverbal communication:

- Volume
- Pitch and Inflection
- Tone of Voice
- Emphasis
- Silence
- Facial Expression
- Eye Contact
- Gestures
- Body Posture
When participating in virtual forms of communication, it is important to use:
- Proofread all email and text messages before sending
- Be sure abbreviations and emoticons are clear and unambiguous
- Never write and send emails or text messages when you are angry
- Do not attach unnecessary files
- Use the "reply all" feature with caution
- Do not discuss confidential information via email or text

To ensure clear communications in the workplace and avoid confusion, managers should be careful when selecting the appropriate communication
, and
We hope that you have enjoyed this presentation and that you have gained an understanding of the complexities of communication in the workplace! For further information please consult chapter 12.

Braveman, B. (2011). Communication in the workplace. In K. Jacobs & G. McCormack (Eds.),
The occupational therapy manager
(pp. 195-207). Bethesda, MD: American Occupational Therapy Association, Inc.

Seven Functions of
Full transcript