Verbal Communication

Module 4: Team Work and • Verbal communication refers to the form of communication in
Communication which the message is transmitted verbally.
Effective Communication • An important aspect of verbal communication is to ensure that
the person who is listening is also on the same page.
• Communication • Sometimes what the speaker intends to say is not what the
• Any activity that involves exchange of information between listener hears.
two or more persons to meet a desired objective is known as • Hence, the former has to make sure that he communicates
communication. clearly.
• Types of Communication • Some examples of oral communication:
1. Verbal Communication
2. Non-Verbal Communication
3. Written Communication

Non-Verbal Communication Written Communication

• Non-Verbal Communication refers to the form of • Written communication is the form of communication
communication that does not use any words to that uses written language, signs or symbols for
convey the message. communicating.
• It uses gestures, posture, body language, expressions • Here, the message is influenced by the vocabulary
and tone of voice for communicating. and grammar used, writing style, precision and clarity
• Some examples of non-verbal communication: of the language used.
• Some examples of written communication:

Barriers to Effective Communication Barriers to Effective Communication

• The following are some impediments that can come in • Emotional barriers-
the way of communicating effectively with others: – Emotions too play a very important role in
• Physical barriers- communication.
– When two persons are not present at the same physical – For somebody, discussing personal issues in the office
location, communicating with each other becomes difficult. may be okay, while another person could consider that
– However, technology like virtual meeting applications has as unacceptable.
made things easier. • Cultural barriers-
• Perceptual barriers- – Given the global nature of workplaces these days,
– When two people have a different perception of the same people from different cultures work together, thereby
thing, communication becomes difficult. leading to cultural misunderstandings.
– For example, for somebody in a formal setting, talking – For example, in some cultures shaking hands with
softly would be the norm, whereas for another person, female colleagues is acceptable, while in the others, it
talking softly could mean the other person is trying to hide may be unacceptable.
something.
 How to Communicate Effectively at
Barriers to Effective Communication
Work
• Language barriers- • The following are some ways to communicate
effectively:
– When two people who are communicating, do not
• Be clear about what you want to say before
know the same language, miscommunication can communicating.
happen. • Modify your message according to the recipient, if
required. The background and need of the recipient
should be kept in mind.
• Be careful about the language, tone and content of
the message.
• Take cues from the non-verbal messages that the
receiver may be sending that may help you
understand whether he is getting your message, or
is still interested.

How to Communicate Effectively at

Work
Email Etiquettes
• The message being sent out should be • Research has found that on average, IT professionals
consistent and not self-contradictory. spend about a quarter of their time at work combing
through the numerous emails and other digital
• Listen to the other person’s point of view messages one sends and receives each day.
during a communication. • In many cases more communication is conducted
• Follow-up after the communication to ensure through emails, and other digital messaging options like
the message has gone across. online discussion forums, WhatsApp, SMS, than
through personal meetings or phones.
• Choose the medium of communication • Hence it becomes imperative for an Analyst SOC to be
carefully. able to use this mode of communication effectively.
• Do not let your personal biases creep in.

Email Etiquettes Email Etiquettes

• Here are some considerations that one needs to take care
while communicating through emails or other digital  Use professional salutations.
messaging options:
 Avoid emoticons as far as possible and use exclamation
 Include a subject line that is crisp and clear and matches the points sparingly. If you choose to use an exclamation
content of the message. Remember, people often decide
whether to open an email based on the subject line. point, use only one to convey excitement. While
 Use your official email address/account to conduct all emoticons are fun, you don’t know how the recipient
official messaging. However, if you have to use some other will take them. It's better to spell it out and write what
address/name/account due to pressing reasons, then choose you mean.
one that is appropriate for the workplace.
 Make your message easy to read. Don’t use long
 Avoid using "reply all" unless there is a reason everyone on
the list needs to receive the email. Check before sending the sentences. Use bullets to set off points you want to
message that it is being sent to all the people it is meant for, make. If it is an important or complex content, have
and there is no-one who will find the message a waste of someone trusted read it and let you know where was it
their time. difficult to understand, so that you may correct it.
 Email Etiquettes
Email Etiquettes • Reply to your emails — even if the email wasn't
• Keep it short and get to the point. The long e-mail is a thing
of the past. Write concisely, with lots of white space, so as to intended for you. It's difficult to reply to every email
not overwhelm the recipient. Make sure when you look at message ever sent to you, but you should try to. Even if
what you're sending it doesn't look like a burden to read. the email was accidentally sent, you can reply informing
• Do not sound abrupt or harsh. "Read your message out loud.
If it sounds harsh to you, it will sound harsher to the reader. the sender of the same so that it can be sent to correct
Any emotion when passed in a written message will seem person on time.
heightened.
• Proofread every message. Don't rely only on spell-
• Know that people from different cultures speak and write
differently. Tailor your message depending on the receiver's checkers. Read and re-read your email a few times,
cultural background or how well you know them. preferably aloud, before sending it off.
• It's better to leave humour out of emails unless you know the
recipient well. Something that you think is funny might not • Be cautious with colour or All capitals in the message.
be funny to someone else. It's distracting and may be perceived the wrong way.
Writing in all capitals can convey that you are shouting
in your message, and nobody likes to be yelled at.

Email Etiquettes
• Don't use email to discuss Confidential
Information. Email messages are easy to copy,
“Remember - Your e-mail is a
print and forward. reflection of you. Every e-mail you
• Your e-mail greeting and sign-off should be
consistent with the level of respect and formality send adds to, or detracts from your
of the person you're communicating with.
• Always include a signature. You never want
reputation.”
someone to have to look up how to get in touch
with you. If you're social media savvy, include all
of your social media information in your signature
as well.

Importance of an environment of trust

Working Effectively and mutual respect
• Importance of establishing Good Working Relationships • One important aspect of inter-dependence is mutual respect and trust.
The following are some benefits of developing productive This is as true in professional relationships and as it is in personal
relationships with colleagues: relationships. It is the former that have to be explained to the students
• Some of the benefits of an environment of trust and mutual respect are
• Getting tasks done gets easier. as follows:
• Colleagues are more likely to go along with the changes • Getting tasks done gets easier.
that you recommend. • It encourages free flow of ideas.
• Instead of spending time and energy on negative • It saves time spent in gauging whether the other person is speaking the
relationships, you can focus on opportunities. truth, or is giving genuine advice.
• You can get ideas and feedback from others. • Colleagues are more likely to go along with the changes that you
• You can take help in hours of need, if required. recommend.
• You can take help in hours of need, if required.
• Your productivity increases. • Your productivity increases.
• Your performance gets appraised better. • Your performance gets appraised better.
• You can learn from others and add to your existing skill-set.
 WORKING EFFECTIVELY
• Importance of establishing Good Working
Relationships
– The following are some benefits of developing
Module-4 productive relationships with colleagues:
• Getting tasks done gets easier.
• Colleagues are more likely to go along with the changes that
Team Work and Communication you recommend.
• Instead of spending time and energy on negative
relationships, you can focus on opportunities.
• You can get ideas and feedback from others.
• You can take help in hours of need, if required.
• Your productivity increases.
• Your performance gets appraised better.
• You can learn from others and add to your existing skill-set.

Scope of Work Scope of Work

• Scope of work refers to the range of tasks and • It is important to understand clearly one’s own
activities to be performed or expected to be and others’ scope of work and responsibilities
performed by someone or within a project or clearly and commonly between co-workers for
contract, as agreed. the following reasons:
• This is usually a result of division or defining – Helps in planning and organizing work better
and limiting of work and responsibilities. – Builds trust and reliability
• This usually is understood to be performed – Reduces scope of conflict and confusion
within agreed timelines and rules or standards – Helps optimize effort through reducing omissions
of performance. and overlaps
– Helps secure the right level of support from the
right people

Ways to clarify scope of work Organizations policies and procedures

• Job descriptions • Why do companies have policies and
• Seniors (Supervisors or managers) procedures?
• Job or duty assignment – a. Ease of working and common understanding
sheet/document/roster – b. Regulatory and statutory compliance
– c. Optimizing performance and productivity
• Colleagues
– d. Setting standards for performance and quality
• Policy and procedure documents
– e. Reduction of errors, safety and security
 Seeking/Providing Clarity, Assistance
Organizations policies and procedures
and Support
• Why is it important to follow policies and • The organization being divided into hierarchies,
procedures while working? departments, divisions and teams to use and
– a. To be safe, productive and maintain company develop people’s expertise in accordance with
standards capability requirements of organizations.
– b. Reliability and trustworthiness • It is important to involve, seek assistance and
– c. To remain compliant with legal, regulatory and support from those who are designated in the
statutory requirements organizations as authorities for decision making
over their remit of work, where required.
• It is important that people respect other people’s
authority and expertise over their areas of work.

Seeking/Providing Clarity, Assistance Seeking/Providing Clarity, Assistance

and Support and Support
• There are various reasons why others need to • When to keep others informed of progress
be involved: and problems?
– 1. To contribute their expertise – It is important in many contexts to inform others
– 2. Complex work and interdependencies that of work related issues, problems and progress.
requires more people to complete tasks – Any work being assigned also comes with a set of
– 3. Authority and remit of decision making expectations of customers, co-workers,
– 4. Stakeholders impacted by the actions supervisors or managers, other departments, etc.
– 5. To generate more and diverse ideas – These expectations are around:
• volume of work,
• quality of work
• time within which the work needs to be completed.

Seeking Feedback and Approvals Change and flexibility

• Flexibility to change is required to:
– incorporate new and improved methods of
working
– adjusting to environmental changes
– supporting others
– refining goals and objectives
Planning work and work environment Planning work and work environment

Planning work and work environment Planning work and work environment

Planning work and work environment Planning work and work environment
• Defining goals and sub-goals includes breaking • Sequencing activities right is also of great
the overall objective into measureable and well importance in efficient and effective working.
defined constituent results, that can help in • Factors that need to be considered while
planning, implementation and tracking sequencing activities include:
achievement and progress. – o Dependencies on interim outputs
• It is important that these are further evaluated in – o Availability of resources
terms of realistic and required time frames and – o Space design
time available is allocated in such a manner that – o Schedule of deliverables and urgencies
these goals are achieved within optimal time – o Work styles, interests and preferences
frames. – o Capabilities
Planning work and work environment Planning the Work environment
• Resources required can be identified by analysing the • A place for everything and everything in its
work, tasks and sub-tasks involved and the volume of
work required. place’ is a principle used by many to organize
• Most organizations have standard procedures for their environment.
requisitioning for resources. For eg. the IT supplies
team may have IT equipment that the user department • One can contribute effectively towards making
may requisition through a formal request approved by one’s work environment conducive for
a designated level of authority (authorized person).
• Organizations also have procedures to request for efficient working.
purchase of new resources and materials that may not
be available within the organization.
• This has to be routed as per procedure through the
authorized department and personnel and requires
necessary approvals.

Planning the Work environment

• Some of the key requirements for this are
– cleanliness and tidiness,
– organizing the space layout for efficient working,
– ergonomic design, optimal space for people and
the work to be carried out,
– right ambient conditions (lighting, ventilation,
etc.).