Element 1: Plan Workplace Communication

Communication in the workplace sounds like a simple process. However, many

employees often have trouble communicating effectively. Their messages are either
vague or confusing, causing their audience to misunderstand them.

Frequent misunderstandings in communication can result in frustration, conflict, and

wasted efforts. This causes workplace collaboration and progress to stop entirely.
These misunderstandings can happen less often when both the sender and receiver of
the message understand its content.

In this chapter, you will learn to identify your audience, their information needs, and
the appropriate method(s) of communication to convey messages to your audience in
the workplace effectively.

1.1 Establish Audience and Purpose of Workplace

Communication

Workplace communication refers to the transmission of messages and information

between two or more individuals in the workplace. Messages refer to the information
given to a recipient. This recipient can be an individual or a group of people.
Information, on the other hand, refers to the knowledge that you are conveying
through the message. This is also known as the content of your message.

To better illustrate this definition, take a project progress update email to your
supervisor as an example. In this instance, your email is your workplace
communication, your message is the project progress update, and your information is
the specific stage of the project you had worked on. It could include a delay on the
project or the additional measures you have taken to complete that stage of the
project.

Messages and information can be transmitted through the following forms of

communication:

Written

This refers to the transmission of messages and information in writing.

Verbal

This refers to the transmission of messages and information in verbal format. There
are two types of verbal communication:

 Formal

This refers to communication through predefined channels in the workplace.

Information is typically communicated by supervisory employees to lower-level
employees. Examples include:
  Presentations
 Speeches
 Board meetings

Informal

This refers to communication that does not use predefined channels in the workplace.
Information is freely and casually communicated between employees regardless of
level. Examples include:

 Casual discussions
 Telephone conversations
 Gossip

Nonverbal

This refers to the transmission of messages and information through body language.
Examples include:

 Gestures
 Facial expressions
 Tone of voice
 Posture

Purpose of Workplace Communication

There are many purposes for workplace communication, which include the following:

To inform in the workplace

Workplace communication allows you to share objective pieces of information in the

workplace. There are several instances in the workplace where this purpose is
demonstrated. These instances include providing workplace instructions, clarifying
questions or details, reporting workplace hazards, updating project progress reports,
etc.

To gain a better understanding of talents and skills

Workplace communication allows you to understand the talents and skills of your
colleagues. When you have a clear understanding of your colleagues’ talents and
skills, you can give clear instructions to people who are best suited for the task.

To express thoughts, opinions, and ideas

If your workplace’s environment makes you feel scared of communicating your ideas,
your career is likely to become stagnant, and you will only be able to provide the bare
minimum in the workplace. Encouraging an open line of communication in the
workplace allows you to contribute new and creative ideas. It also allows you to
provide feedback without any backlash, promoting the improvement of existing
workplace processes.

To improve teamwork

Workplace communication boosts employee morale and collaboration. Active

consultations and discussions with your colleagues help them feel useful and give
them a sense of belonging in the team.

To promote the growth of the organisation

When undertaking projects in your workplace, you are bound to encounter

uncertainties and problems along the way. Workplace communication allows you to
clarify these uncertainties and solve these problems to deliver your projects efficiently.
Efficient delivery of projects means increased productivity, which increases the growth
of your business in turn.

To persuade or negotiate

Effective workplace communication allows you to persuade or negotiate with several

stakeholders. Persuasion refers to convincing someone to agree to something or
influencing them to do what you want them to do. Negotiation, on the other hand,
refers to settling differences by seeking a mutual agreement.

To mitigate conflict

Using techniques to mitigate conflicts in teams is important as it fosters a harmonious

and productive working environment. Conflict, if left unaddressed, can disrupt
teamwork, hinder collaboration, and negatively impact morale. By proactively
addressing conflicts and finding amicable solutions, team members can maintain open
communication, build trust, and focus on shared goals. Mitigating conflict leads to
improved creativity, efficient problem-solving, and the development of stronger
working relationships. Ultimately, a conflict-free environment empowers teams to work
cohesively, maximising their potential and achieving collective success. To avoid
conflicts or misunderstandings the following methods are useful:

Active Listening: Pay close attention to what your colleagues are saying and show
genuine interest in their perspective. Ask clarifying questions to ensure you
understand their message accurately before responding.

Choose the Right Communication Channel: Select the most appropriate

communication channel for the message. Some discussions are better suited for face-
to-face conversations, while others may be more effectively conveyed through written
communication.
Be Clear and Specific: Provide clear and specific information to avoid ambiguity or
confusion. Clearly state your points and expectations and encourage your colleagues
to do the same.

Use Emphasis and Tone Carefully: Be mindful of your tone and emphasise
important points to prevent misinterpretation. Use appropriate language and avoid
sarcasm or humour that could be misconstrued.

Summarise and Confirm Understanding: Summarise key points of the conversation

and ask your colleague to confirm their understanding. This step helps ensure that
both parties are on the same page and reduces the risk of misunderstandings.

Address Concerns Promptly: If you sense a potential misunderstanding or conflict,

address it promptly and directly. Open communication about concerns can help
prevent issues from escalating.

Respect Diverse Perspectives: Recognise that colleagues may have different

viewpoints, experiences, and communication styles. Respect these differences and
approach discussions with an open mind.

Identifying Your Audience and Purpose

In workplace communication, your audience refers to an individual or a group who will

receive the information you are communicating. To provide a clear message, you need
to know who your audience is. In the workplace, your target audience can include the
following:

External Stakeholders, e.g.:

 Suppliers
 Clients

Internal Stakeholders, e.g.:

 Supervisory employees
 Low-level employees

To identify your target audience and purpose of workplace communication, you must
consider the following factors:

Research

Research specific groups that you will be communicating with. This is usually
important in communications where you are providing a presentation to your audience.
For example, when presenting a project proposal to your superiors, you will need to
learn more about each of your superiors and what factors can convince them to
approve your proposal.

Researching also helps you identify the purpose of your communication. For instance,
if your target audience consists of your organisation’s suppliers, you may want to
research what specific items your suppliers can provide so that you can give them a
clear request.

Specificity

When researching your target audience, you may recognise that you will be
communicating with several different groups. Here, you must learn about and identify
your goal in communicating while also identifying stakeholders who are interested in
what you have to say. For example, you must first identify external or internal
stakeholders who have sufficient resources to help you. These stakeholders will be
your target audience.

Likewise, with the purpose of your communication, you must be clear as to why you
are communicating — knowing why and what you are trying to convey to your
audience will help you organise your message and information effectively.

Workplace Instructions

There may be instances where your direct supervisor or team lead will require you to
communicate with relevant personnel in the workplace. For this, they will provide you
with instructions that contain specific details on your communication.

These details include:

 Who you must communicate with (your audience)

 What you are communicating to them (your message)
 Why you are communicating to them (your purpose)
 How you must communicate with them (your method of communication)
 When you must communicate with them (designated timeframes)

Information Needs

After identifying your audience, you must then identify their information needs to
determine the purpose of your communication. Information needs refer to pieces of
knowledge that you would typically expect from a given information source. Instances
in the workplace where information needs would arise would include situations where
you need to make a decision or complete a work task.

Information needs in the workplace can be internal or external. Internal information

needs refer to the knowledge required to ensure effective processes within the
organisation. These can include induction training, policies and procedures, project
updates, etc.

External information needs are similar to internal information needs; however, these
are for communications with external stakeholders (e.g. clients, suppliers, agencies,
etc.). Examples of external information needs include business highlights and
statistics, business updates, marketing campaigns, etc.

1.2 Identify Information Needs and Communication

Requirements of Intended Recipients of Workplace
Communication

As stated earlier, you must know the information needs of your target audience when
communicating in the workplace. Also, you must know the communication
requirements of your target audience. Knowing the information needs and
communication requirements of your intended recipients allows for effective
communication in the workplace.

Identifying Information Needs

As mentioned, information needs refer to information that an individual or group

requires in an information source. These needs are caused by the awareness of a lack
of information on a specific topic.

When identifying information needs, you must consider the following areas:

 Purpose of the information

o What is the information for? Is it for a workplace project?
 Your intended recipient
o Who is your target audience?
 The information your recipient needs
o Do they need project details? Are there any further instructions they
should be aware of?
 The information your recipient can provide
o What can they contribute to the workplace project?
 Information that is already available to you
o Are there any activities similar to their workplace project?
 What is covered under organisational requirements
o Are there rules on what information can be provided for the workplace
project?

Identifying Communication Requirements

Communication requirements refer to necessary conditions relevant to communicating
with others in the workplace. These conditions can be determined through the
following questions:

What is your purpose for

Why do you want to communicate with your audience?
communicating?

Is your communication aimed towards an individual or a group?Is you

Who is your audience? external stakeholders, will you be communicating with clients or suppl
consists of internal stakeholders, will you be communicating with supe

How will you communicate your Given your target audience, is the level of complexity of the informatio
message or information? How formal should the language of your communication be?

What communication methods will

Will you communicate using written methods?Will you communicate
you use?

How will you distribute your If you are communicating using written methods, will you be using em
message? telephone or a video conference?If you are communicating using nonv
Questions aside, there are legislative requirements relevant to communication in the
workplace that you must consider. Legislative requirements (laws) include:

Privacy Act 1988

The Privacy Act 1988 (Privacy Act) is a law that focuses on promoting and protecting
the privacy of individuals. It is particularly concerned about how Australian government
agencies and organisations handle the personal information of these individuals.

One section of the Privacy Act focuses on this, which is:

Part II, Division 2, Section 16A

This section discusses the situations where personal information is allowed to be

shared. This section is significant because, by default, the sharing and usage of
others’ personal information should not be done without their explicit consent.

There are seven permitted general situations, which include the following:

 To lessen or prevent a serious threat to an individual's life, health or safety, or

to public health or safety
 To take appropriate action in relation to suspected unlawful activity or serious
misconduct
 To locate a missing person
 To assert a legal or equitable claim
 To conduct an alternative dispute resolution process
  To perform diplomatic or consular functions
*this situation only applies to agencies
 To conduct specified Defence Force activities
this situation only applies to the Defence Force

Your organisation needs to take note of these general situations should they need to
disclose personal information. However, it is also vital to remember that these
situations are all exceptions to the rule.

If you have the time, you can read more about this law by accessing it below:

Privacy Act 1988

Australian Consumer Law


The Australian Consumer Law (ACL) includes national laws, rules, and penalties that
aim to protect consumers and their rights. A major part of the ACL ensures that
businesses engage in fair trade and do not practise misconduct.

Take note of the following section:

Section 18

Section 18 prohibits persons in business from engaging in misleading or deceptive

conduct. This means that businesses must communicate with great honesty and
transparency with their customers at all times, avoiding any form of falsification and
disinformation.

If you have the time, you can read more about this law by accessing it below:

The Australian Consumer Law

Work Health and Safety Act 2011

The Work Health and Safety Act 2011 (WHS Act) is a law that provides a framework to
protect the health and safety of all employees in an organisation.

This includes requirements that organisations must adhere to and integrate into their
organisational strategies, policies, and procedures.

These include the following:

 Consultation with workers

 Incident notification
 Inspector powers and functions
 Issue resolution
 Offences and penalties

Two particular sections in the WHS Act outline the necessity for communicating work
health and safety information to workers:

Part 5, Division 5.2, Section 47.1

This section requires business owners to consult with their employees regarding work
health and safety matters, as their employees are likely to be directly affected by these
matters.

Part 5, Division 5.2, Section 49a

This section requires consultation to identify hazards and assess risks to health and
safety that may arise from the work carried out by a business or may be related to a
work event or function.

The law governing health and safety in the workplace, is the:

Work Health and Safety Act 2011

1.3 Establish Methods of Communication Available to

Convey Message or Information Based on Work Context

When communicating in the workplace, you must be aware of communication
methods that you can use to convey messages or information.

These methods can be through verbal means, written means, and through the Internet
of Things. This section will provide a general insight into what methods are available
to you through these means, as these are likely to be determined by your
organisation’s requirements. Ensure to check your organisation’s policies and
procedures for specific communication methods that are available to you.

Besides checking your organisation’s policies and procedures, you may also want to
consult with your direct supervisor or team lead on what methods of communication
you can use. Your supervisor can provide you with specific instructions on what
communication methods you can use when completing workplace tasks, such as
reporting or contacting relevant personnel.

Verbal Means of Communication

As mentioned in Section 1.1, verbal communication refers to the transmission of

messages and information in verbal format. This can be done formally or informally
and is often documented through audio recordings or transcripts.

Verbal methods can include the following:

Telephones

While mobile phones and digital communication methods have become more
prevalent, fixed line telephones remain an essential communication tool in many
workplaces due to their reliability, consistent call quality, and specific use cases.
Following are some examples of their application in the workplace:

 Voice Communication: Fixed line telephones provide a reliable and dedicated

channel for voice communication. Employees can use them to make clear and
real-time voice calls, facilitating effective communication between colleagues,
departments, and external parties. Fixed line telephones are not reliant of
battery charge so are always available. As concerns grow about the impacts of
mobile technology on health, fixed line voice remains a popular option.
 Internal Communication: Fixed line phones are often used for internal
communication within an organisation. They allow staff to easily reach
colleagues by dialling their extension number.
 Emergency Communication: Fixed line phones serve as a reliable means of
emergency communication. In the event of power outages or network
disruptions affecting mobile devices, fixed line phones can still be used to call
emergency services or notify authorities.
 Conference Calls: Fixed line phones are commonly used for conference calls
and meetings. They provide better call quality and stability compared to mobile
 devices, making them suitable for important discussions involving multiple
participants.
 Client and Customer Communication: Fixed line phones are used for
professional client and customer communication. Sales teams, customer
support, and service representatives can engage with clients in a clear and
formal manner without being impacted by poor or congested network coverage
that can be experienced with mobile phones.
 Reception and Front Desk Services: Fixed line phones are often used at
reception desks as they allow the receptionist to manage multiple incoming
calls, direct calls to the appropriate departments, put callers on hold and
provide information to visitors.
 Integration with Office Systems: Fixed line phones can be integrated with
other office systems, such as voicemail, call forwarding, and automated
attendants, streamlining communication and ensuring efficient call
management.
 Call Logging and Analytics: Fixed line phone systems often come with call
logging and analytics features, helping organisations to track call duration,
frequency, and patterns of use for better future planning and decision-making.

Mobile devices

Mobiles

Mobile devices have become integral tools in the modern workplace, enabling
increased communication, collaboration, flexibility, and productivity. However,
organisations should implement security measures and policies to ensure the safe and
responsible use of mobile devices for work-related tasks. Following are some
applications of mobiles in the workplace.

Communication: Mobile devices enable seamless communication among employees,

teams, and departments. Through phone calls, text messages, instant messaging
apps, and email, colleagues can stay connected regardless of their physical location.

Remote Work and Flexibility: Mobile devices support remote work by allowing
employees to access work-related apps, files, and tools from anywhere. This flexibility
enhances productivity and enables employees to maintain a work-life balance.

Task Management and Productivity: Mobile apps provide tools for task
management, to-do lists, and project tracking. Employees can manage their tasks, set
reminders, and stay organised on the go.

Collaboration: Mobile devices facilitate collaboration through cloud-based apps and

collaboration tools. Teams can work on documents, share files, and collaborate in real
time, even when not physically present in the office.
Access to Information: Mobile devices provide quick access to information, allowing
employees to look up data, reference documents, and access training materials
without needing to be at their desks.

Customer Relationship Management (CRM): Sales and customer support teams

can use mobile devices to access CRM systems, update customer data, and track
interactions while on the go. This improves customer service and sales efficiency.

Point-of-Sale (POS) Systems: In retail and service industries, mobile devices can
serve as POS systems, enabling sales transactions, inventory management, and
customer engagement.

Training and Learning: Mobile devices are used for e-learning and training
programs, allowing employees to access courses, videos, and learning materials at
their convenience.

Time Tracking and Attendance: Mobile apps can be used for time tracking,
attendance management, and clocking in/out for employees working flexible hours or
remotely.

Field Service Management: Mobile devices aid field service workers by providing
access to schedules, maps, customer information, and task updates, improving
efficiency in delivering services.

Video Conference

Video conferencing has become an essential tool in the workplace, enabling effective
communication and collaboration among employees, clients, and partners regardless
of their physical location. It fosters a sense of connectedness, enhances productivity,
and reduces the need for extensive travel. Following are a few examples of their
application in the workplace.

 Remote Collaboration: Video conferencing enables teams and colleagues

who are geographically dispersed to collaborate effectively. Virtual face-to-face
interactions foster better understanding, idea sharing, and decision-making,
even when team members are located in different regions.
 Meetings and Discussions: Video conferencing is commonly used for holding
meetings, whether they are regular team updates, project discussions, or
management briefings. Participants can join from various locations, reducing
the need for physical presence.
 Client and Vendor Communication: Video conferencing facilitates
communication with clients, vendors, and partners who may be located
remotely. It offers a more personal and engaging way to discuss projects,
proposals, and business partnerships.
  Interviews and Hiring: Video conferencing is used for remote job interviews,
allowing organisations to connect with candidates from anywhere. It saves time
and resources, making it a valuable tool for recruitment and hiring processes.
 Training and Workshops: Video conferencing supports virtual training
sessions and workshops. Companies can conduct employee training,
onboarding programs, and professional development seminars, reaching
participants regardless of their physical location.
 Presentations and Webinars: Video conferencing platforms are used for
delivering presentations, webinars, and product demonstrations to remote
audiences. This is particularly useful for sharing information, conducting
training, and engaging with customers and prospects.
 Collaboration with External Experts: Video conferencing allows organisations
to collaborate with external experts, consultants, or advisors without the need
for them to be physically present on-site.
 Project Updates and Reviews: Video conferencing is effective for providing
project updates and conducting progress reviews. Teams can visually
showcase their work, discuss milestones, and receive feedback in real time.

Email

Emails refer to messages that are sent and received electronically. They are
extremely versatile and there are multiple applications for email in the workplace.
Following are some examples:

Communication: Email is primarily used for communication between colleagues,

teams, and departments. It allows for written communication that can be more formal
and detailed compared to instant messaging or phone calls.

Collaboration: Teams use email to collaborate on projects, share ideas, and

exchange documents or files. Email attachments enable sharing of important
documents, presentations, spreadsheets, and more.

Task Management: Emails can serve as a way to assign tasks, set deadlines, and
track progress. Managers can send task-related emails to employees and receive
updates via email replies.

Announcements: Important announcements, company updates, policy changes, and

news can be communicated to all employees simultaneously through mass emails.
This ensures consistent and timely distribution of information.

Client Communication: Email is a primary mode of communication with clients and

customers. Sales, customer support, and account management teams use email to
provide information, answer queries, and handle customer concerns.
Scheduling and Meetings: Emails are used to arrange meetings, send invitations,
and confirm attendance. Calendar integration allows individuals to easily schedule and
manage appointments. Meetings can be both internally with colleagues and externally
with customers / clients.

Documentation: Email allows the user to attach and forward documents. It also
serves as a way to document important conversations and decisions. It provides a
written record that can be referenced later for clarification or accountability. As a
written record of what was agreed, email is used internally between teams and
departments and externally to customers / clients.

Remote Work: Email is essential for remote work, allowing employees to stay
connected, share updates, and submit work from different locations.

Feedback and Reviews: Colleagues use email to provide feedback on projects,

proposals, and presentations. This asynchronous communication method allows
recipients to carefully consider the feedback before responding.

Recruitment and Hiring: HR departments often use email to communicate with job
candidates, send interview invitations, and provide updates throughout the hiring
process.

Training and Development: HR departments distributing training materials, learning

and development teams providing resources to employees participating in professional
development.

Marketing and Sales Campaigns: Marketing and sales teams send promotional
offers, product updates, and marketing campaign materials to potential and existing
customers. They also use email to advise internal departments of the promotion for
system updates and customer queries.

Legal and Compliance: Legal teams, compliance officers, and employees involved in
legal agreements and contracts use email to communicate with their work colleagues
and clients requiring documentation.

Short message service (SMS)

SMS, also known as text messaging, has multiple applications in the workplace.
Following are some examples:

 Emergency Alerts: can be sent to all employees in the organisation, including

managers and staff, who need to be quickly informed about critical situations
such as safety alerts, office closures, and evacuation instructions.
 Shift Scheduling and Updates: SMS can be used to communicate changes,
updates, and shift assignments with shift workers, part-time employees, and
supervisors responsible for managing schedules.
  Appointment Reminders: Healthcare professionals, doctors' offices, salons,
and service providers who need to remind patients and clients about upcoming
appointments use SMS to reduce no-shows.
 Field Service Communication: Field service technicians, delivery drivers, and
mobile workers who need real-time updates, task assignments, and changes to
routes or tasks use text as a fast and efficient way to communicate.
 Customer Notifications: Customer support teams, e-commerce businesses,
and service providers use SMS to update customers about order statuses,
shipping information, and service appointments.
 Surveys and Feedback Requests: Market researchers, customer experience
teams, and organisations looking to gather feedback from customers or
employees often use SMS-based surveys and polls.

Social media

Social media refers to digital technology that allows for the sharing and exchange of
ideas, thoughts, and information through virtual networks and communities. Social
media is typically Internet-based and accessible through devices such as a computer,
tablet, or smartphone. It provides swift digital communication of content, including
personal information, documents, videos, photos, and audio. Following are some
examples of applications in the workplace.

 Internal Communication and Collaboration: Social media platforms can

serve as internal communication tools for all employees from different
departments and hierarchical levels, who are looking to collaborate, share
updates, and exchange ideas. Fostering collaboration and knowledge sharing
among employees promotes a cohesive and inclusive workplace. Features like
newsfeeds, groups, and direct messaging enable seamless information
exchange, idea sharing, and project collaboration.
 Employee Engagement and Recognition: Social media can be used to
recognise employee achievements, milestones, and contributions publicly.
Posting shout-outs, kudos, and success stories on a company-wide platform
boosts morale, promotes a positive work culture, and enhances employee
engagement.
 Learning and Development: Social media platforms can facilitate informal
learning and knowledge sharing. Employees can join groups, follow industry
experts, and participate in discussions to stay updated on trends, exchange
insights, and enhance their professional skills.
 Recruitment and Employer Branding: Organisations can leverage social
media to showcase their company culture, values, and job opportunities. By
creating engaging content and interacting with potential candidates, they can
attract talented staff and build a strong employer brand.
 Customer Engagement and Support: Social media platforms enable direct
interaction with customers, providing a channel for addressing customer
 inquiries, providing support, and managing feedback. Companies can build
strong customer relationships and address issues promptly.
 Industry Networking and Thought Leadership: Social media can position
individuals and organisations as thought leaders in their respective industries.
Sharing valuable content, participating in industry discussions, and networking
with peers enhance credibility and visibility.

Digital Communication Issues:

When communicating using digital technologies, it’s important to be aware of the

potential issues of digital communication.

 Digital communication can be spread a lot further and a lot faster than printed
communication, thus it has the potential to do a lot of harm quite quickly.
o Digital communication is also impossible to delete once it has been sent
externally and it has the potential to be forwarded to an infinite number of
people.
o Digital communication, especially emails and online messaging, may
pose data security and privacy risks. Sensitive information could be
intercepted or exposed, leading to breaches that harm the business's
reputation and lead to legal consequences.
o The speed of digital communication allows for quick responses, but this
can also lead to hasty reactions or emotional responses that might not
occur with printed communication. This can escalate conflicts or result in
poorly thought-out messages.

Internet of Things

The Internet of Things (IoT) refers to the network of interconnected devices, objects,
and sensors that can communicate and exchange data with each other over the
internet. The applications of IoT in the workplace are diverse and continue to expand
as technology evolves. By leveraging IoT technology, organisations can enhance
operational efficiency, create more sustainable work environments, and provide better
experiences for both employees and customers.

Smart Office Spaces: IoT devices can be integrated into office environments to
create smart spaces. Smart lighting systems can adjust based on occupancy and
natural light, reducing energy consumption. Smart thermostats can regulate
temperature settings according to occupancy patterns, leading to energy savings.
These devices contribute to a comfortable and energy-efficient work environment.

Asset Tracking and Management: IoT-enabled sensors can be attached to

equipment, tools, and assets, enabling real-time tracking of their location, usage, and
status. This helps organisations optimise asset utilisation, reduce loss, and enhance
maintenance scheduling.
Energy Management: IoT devices can monitor energy consumption in the workplace,
analysing patterns and identifying areas for energy efficiency improvements. These
insights can lead to cost savings and reduced environmental impact.

Security and Access Control: IoT-powered security systems can monitor access
points, surveillance cameras, and alarm systems. Integrating these devices with
analytics and remote monitoring enhances workplace security, enabling quick
response to potential threats.

Occupancy and Space Utilisation: IoT sensors can detect occupancy in various
areas of the workplace. This data can be used to optimise office layouts, workspace
allocation, and meeting room availability, leading to improved space utilisation.

Environmental Monitoring: IoT sensors can measure parameters like air quality,
temperature, humidity, and noise levels in the workplace. By monitoring these factors,
organisations can create healthier and more comfortable work environments.

Health and Safety Compliance: IoT-enabled devices can help monitor safety
compliance, such as tracking the usage of personal protective equipment (PPE),
monitoring hazardous areas, and sending alerts in case of potential safety violations.

Predictive Maintenance: IoT-connected machinery and equipment can provide real-

time data on their performance. This data can be analysed to predict maintenance
needs, reducing downtime and improving overall equipment efficiency.

Supply Chain Management: IoT devices can track inventory levels, monitor
shipments, and ensure proper storage conditions for products and materials. This
leads to streamlined supply chain operations and better inventory management.

Employee Wellbeing: Wearable IoT devices can track employee health and well-
being metrics, promoting a healthier workforce. Organisations can offer wellness
programs and interventions based on data collected from these devices.

Fleet Management: For businesses with a fleet of vehicles, IoT sensors can monitor
vehicle location, condition, and driver behaviour. This data aids in optimising routes,
scheduling maintenance, and improving driver safety.

Satellite communication

This refers to the use of artificial satellites to provide communication links between
varying points. Satellite communication is also known as Machine-to-Machine (M2M)
because it allows devices (e.g. phones) to exchange data through the mobile network.

This communication is ideal for instances when you must use low volumes of data.
Examples can include sending data to a remote server and commercials updated on
digital billboards.
Wi-Fi

Wi-Fi refers to a wireless local area network that provides Internet access to devices
that are within its range. This is typically affordable and compatible with smartphones,
laptops, tablets, and other mobile devices that can access the Internet. However, it
can be relatively unstable and inconsistent and may require high power usage. An
example of Wi-Fi connectivity would be exchanging messages through instant
messaging applications connected to local Wi-Fi instead of SMS.

Infrared (RF)

IR communications are considered the easiest form of communication between

devices. It is typically low energy but limited by a short-range.

Examples of IR connectivity include your television remote, wireless switches, and

other equipment that require short-range and low energy wireless data transfer.

Radio frequency identification (RFID)

RFID refers to the wireless use of electromagnetic fields to identify objects. This
typically involves the usage of tags such as smart barcodes and tag readers. RFID
tags can have a minimum range of ten centimetres and a maximum range of two
hundred metres.

These tags are typically used for production and manufacturing, such as commercial
products or pharmaceuticals. Examples include product identification, factory data
collection, and building access. These do not require power; however, RFID tags can
be highly insecure and are not compatible with all smartphones.

Cloud technology

This refers to systems and platforms that allow collaboration, communication and
storage across various devices, such as computers and smartphones.

These are typically accessed using the internet and includes examples like:

Amazon Web Services (AWS)

Google Cloud

Microsoft Azure

Bluetooth

This refers to a wireless technology standard for communicating data over short
distances. Bluetooth exists in products such as smartphones, tablets, and media
players. This typically serves well in simple applications where two devices are
required to connect with minimum configuration, such as headsets and remote
controls.

Near field communication (NFC)

NFC refers to a short-range wireless technology that can be used by devices such as
your smartphone, tablet, cards, and other devices. This allows you to communicate
information between devices easily and quickly using electromagnetic radio fields. For
this to work, your devices must contain NFC chips and must either be physically
touching or within a few centimetres of each other.

Establish Methods of Communication Based on Work Context

Work context refers to a number of concepts present in a specific occupation. This can
describe work locations, tasks, work conditions, products, technologies, or
organisational activities. For instance, a fitness instructor communicating to a fitness
centre manager would be communicating to them in the work context of a subordinate
reporting to their supervisor in the fitness industry.

When determining methods of communication that are available for use in the
workplace, you must consider the following factors:

Purpose

The purpose of your communication will help you determine what method of
communication you can use. For example, if your purpose is to gain feedback on a
specific product or service, you can use written communication methods such as
online surveys, feedback forms, or polls in social media.

Appropriateness

Take note of your situation when you are communicating. Are you in a formal setting
where you are reporting to your supervisors? Are you in an informal setting where you
are chatting with your peers? While a simple SMS can be appropriate when talking
with your peers, it can be inappropriate when you are reporting to your supervisors.

These factors are typically found in your organisation’s workplace policies. Your
organisation’s workplace policies can provide more detail on what you must consider
when determining available communication methods in the workplace.

1.4 Select Appropriate Method(s) of Communication to

Convey Messages or Information
As discussed in the previous subsection, messages and information can be
communicated in the workplace through written methods, verbal methods, or through
the Internet of Things. These methods, particularly written and verbal methods, will be
discussed further in this subsection.

Written Methods
Written communication has several characteristics, which include the following:

 It is the most formal type of communication

Written communication is typically used formally, as it a method of communication that

is easier to control than verbal communication. Formal written communication can
include policies and procedures, manuals, meeting minutes, reports, etc.

 It is used for documentation

Documentation of records and decisions may be required by an organisation from time

to time. Written communication provides a permanent record for the organisation and
can be used as evidence or material for future reference

 It is used for the circulation of information

Written communication allows for the circulation of information in the workplace

without distortions or misrepresentations, as opposed to verbal communication.
Distortions and misrepresentations are more likely to happen in verbal communication
due to vague or ambiguous words; written communication requires clear words so that
all individuals in the workplace can understand the information conveyed.

 It is conventional

Written communication requires you to follow specific rules as per the language.
These rules can include grammar, punctuation, and capitalisation.

 It does not require the presence of both the sender and the receiver at the
same time

Unlike verbal communication, written communication does not necessarily require the
presence of both the sender and the receiver at the same time. Written communication
only requires that the presence of the sender or the receiver is sufficient at a given
point in time to continue the communication process.

 It has a time factor

In written communication, you can take your time formulating your message to ensure
that your recipient understands the information you are trying to convey. In turn, your
recipient will take their time to view and understand your message so they can
formulate an appropriate response.

 It has fewer cycles

In comparison to verbal communication, written communication has fewer cycles.

Written communication involves sending a message and ends when the message is
received. While there are instances that lead to repeated cycles of exchanges such as
letters and correspondences, they cannot compare to the quick succession of cycles
involved in verbal communication.

 It is a creative activity

Written communication requires imagination and effort to arrive at a product that all
individuals can easily understand in the workplace. It starts with collecting the
necessary information, followed by arranging this information in a logical order, and
completing by writing out the information in a clear manner.

Verbal Methods

Verbal communication has several characteristics, which include the following:

 It requires clear pronunciation

Verbal communication involves the use of spoken words to convey information.

Therefore, the pronunciation of these spoken words must be clear so that your
recipient can easily understand your message.

 It can allow for a better understanding

Confusion may happen during verbal communication; however, this can be clarified
immediately by asking questions. Should your recipient find the information you
communicated lacking, you can provide an explanation or supplementary information
on the spot.

 It is flexible

Verbal communication is more flexible than other communication methods; the tone of
your messages can be changed easily depending on how you deliver your message
and the situation in which you deliver it.

 Messages are directly exchanged

During verbal communication, you exchange information with your recipient directly
through face-to-face conversation, telephone, meeting, etc. However, it must be noted
that your speech in this communication must be sensible and relevant to the subject
matter.

 It has limited methods of preservation

Because verbal communication uses verbal exchanges, the information exchanged
cannot be preserved in its entirety if it is not recorded on a device. These exchanges
can be preserved through video or audio recordings and stored in a digital device.

 It requires minimal time

In comparison to written communication, verbal communication requires a shorter

time. Verbal communication does not require drafting, composing, or editing
messages and can be done directly through verbal instruction, meetings, or calls.
Likewise, feedback from your recipient can be provided immediately, allowing a quick
exchange of information.

 There is a possibility of distortion

Due to the nature of verbal communication, the messages you convey can be easily
distorted, intentionally or unintentionally. When using verbal communication, you must
be oriented towards your recipient and consider their communication patterns.

When choosing a communication method, you must consider several factors to ensure
that the method you wish to use is appropriate.

These factors include the following:

 Speed

Speed refers to the urgency of the message. Should the message be urgent, an audio
call or instant messaging would be appropriate methods of communication. A less
urgent message may be appropriately conveyed through email correspondences.

 Confidentiality

Some messages are intended for specific people in the workplace only. When
communicating sensitive information, consider communicating through email
correspondences or through internal memos enclosed in an envelope.

 Distance

The geographical distance between you and your recipient also determines what
methods you can appropriately use for communication. Phones, video conferences,
emails, and instant messaging can be used for long-distance or remote
communication. If you and your recipient are in the same location, such as the office,
face-to-face communication and meetings are more appropriate methods to use.

 Evidence
Your workplace may require you to keep a record of any communication for
documentation or evidence. While there are means to record verbal methods of
communication such as meetings or video conferences, it is typically more appropriate
to use written methods of communication such as emails or reports.

 Reliability

Reliability refers to the guarantee that your message will reach your recipient at the
right time and in the right form. For instance, face-to-face communication is
appropriate for communicating instructions because you can ask questions and get
answers immediately.

 Accuracy

Accuracy refers to how exact your communicated message is, as per your intent.
Face-to-face communication may be quick but can lead to distortion of the message,
causing misunderstandings. Written methods of communication, such as email, are
typically more accurate; however, you must consider that written methods can also be
misinterpreted due to the lack of tone and nonverbal cues.

 Desired impression

Given that you are in the workplace, you must consider the impression that your
chosen method of communication will give to your recipient. An email will carry a
sense of urgency and formality, while an instant message can seem informal and low
priority.

 Availability of tools

The availability of communication tools is essential when choosing an ideal method of

communication. For instance, you may be required to consult your recipient using
Microsoft Teams, but Teams has technical problems on your end. In this case, you
may want to consider other methods, such as email.

1.5 Plan Content of Message or Communication

After choosing an appropriate communication method, you must now plan the content
of your message or communication.

As discussed in section 1.1, messages refer to the information being given to a

recipient. Your message contains information, which is the knowledge that you wish to
convey to your recipient.
Communication, on the other hand, refers to the transmission of messages and
information. The content of your communication includes not only your message but
the information within your message as well.

Plan Content of Message

When planning your message's content, you must be aware of your audience and the
purpose of your communication, as they will determine the content of your message.

With your audience and purpose in mind, there are several guidelines that you must
consider to help you plan the content of your message:

 Your message must be clear

This places the emphasis on a specific message at a time instead of forcing too much
information in one message. Too much information can confuse your audience and
muddle the purpose of your communication. Use exact, appropriate, and concrete
words in your message.

 Your message must be correct

This refers to the lack of grammatical and spelling errors in your message. A correct
message ensures effective understanding from your audience and can reduce
instances of misinterpretation. For instance, you have sent an email regarding a
previous conversation but have misspelt ‘conversation’ to ‘conservation.’ This can
cause your audience to misinterpret your message, causing miscommunication.

 Your message must be complete

Your message must convey all the information that your audience requires to respond
or take action. An incomplete message can lead to a prolonged exchange between
you and your audience, resulting in wasted time and effort.

 Your message must be concise

Your message must be straightforward; wordiness in your message may cause

confusion among your audience. A concise message saves time and highlights the
key points you wish to communicate.

 Your message must be concrete

This refers to the lack of ambiguity in your message. A concrete message is typically
supported with specific data such as facts and figures. Avoid the usage of vague
words and use clear words that help convey your information.

 Your message must be coherent

This refers to a logical flow and structure to your message. All sentences in your
message must be relevant to the previous one and must focus on your main topic. A
lack of coherence in your message will cause your audience to lose track of the
information you have conveyed.

Plan Communication

After selecting the most appropriate method/s of conveying messages or information,

you will need to finalise how you will communicate. This will be determined by the
method you have selected. Take the following methods, for instance:

Email correspondences

These refer to the exchange of messages using electronic devices. Messages and
information can be exchanged with an individual or a group of individuals. Emails
typically consist of the following parts:

1. Heading

The heading of your email includes the following subparts:

2. Primary recipient’s email address

This is typed into the ‘To’ box of your email. This can contain multiple email
addresses, should you need to message multiple people.

3. Copy of the message

Also known as carbon copy or ‘CC,’ this allows you to include a secondary recipient to
your message. Like your primary recipient, your secondary recipient can include two
or more individuals. However, unlike your primary recipient, secondary recipients are
typically not required to respond to your message.

4. Blind carbon copy (BCC)

BCC shares the same function as your CC; however, the recipients you include for this
message will not be able to see that other recipients have a copy of the email. BCC is
typically used when sending an email to a large number of people so that the privacy
of each recipient’s email address is protected.

Another purpose for BCC is when you wish to send a copy of the email to a third party
without the primary recipient’s knowledge; for instance, you are having problems with
an employee and want to give your supervisor or HR a copy of your correspondence.

5. Subject line
This is the first item that your recipient will see when they receive your email in their
inbox. This is used to provide an idea or a summary of the purpose of your email.

6. Salutation

Also known as a greeting, this is the next item your recipient reads after your subject
line. Your salutation sets the tone of your email and will often depend on your
organisation’s email policies. For example, using ‘Hello’ gives an informal tone, while
‘Dear’ gives a formal tone.

7. Message body

This is the main part of your email. This should contain the information you wish to
communicate to your recipient and must be written using respectful language and
appropriate grammar. Your organisation’s policies and procedures on email and digital
communication can provide further information on how your message body should be
presented.

8. Complimentary closing

Complimentary closing phrases are typically included in emails to show respect

towards your recipient. Common complimentary closing phrases include ‘Sincerely’
and ‘Regards.’

9. Email Sign-off

An email sign-off, also known as a closing or farewell, is the phrase or sentence that
comes just before the sender's name at the end of an email. It serves as a polite and
formal way to conclude the email. Common email sign-offs include phrases like
“Regards”, "Best regards," "Sincerely," "Kind regards," “Best wishes” “Cheers” and
more. The sign-off is a way to convey a sense of professionalism, respect, and
courtesy to the recipient. The degree of formality of the sign-off depends on the
recipient. Internal emails between colleagues can be quite informal. Emails to
management may be more formal depending on your relationship. And emails to
external clients and customers are generally formal depending on the inquiry and the
client / customer relationship.

10. Email Signature

An email signature is a block of information that is automatically appended to the end

of an email message. It typically includes the sender's contact details, such as their
name, title, company, phone number and email address. Email signatures provide
recipients with a quick and easy way to identify the sender and access their contact
information. They are usually set up in the email client's settings and are added to
every outgoing email and sometimes every reply, depending on the settings.
11. Attachments

In some cases, your work may require you to send an attachment with your email.
Attachments refer to external files and can include documents, audio, video, or
images. When including an attachment, ensure to write in your message body that
your email has a document attached so that they can access the file.

Cloud communication

Cloud communication is an Internet-based communication method that allows

organisations to manage their applications, storage, and switching in one location (i.e.
the cloud.) Given the cloud communication’s nature, it requires internet access
(preferably with Wi-Fi for convenience) for you to access it and communicate with your
audience. An example of a cloud-based document platform is SharePoint.

When using cloud-based communication platforms, keep the following guidelines in

mind:

 Name your documents in a consistent and clear manner

The documents that contain your message must be named in a short and descriptive
manner. Should you be uploading multiple documents, ensure that all documents are
named consistently and similarly.

For further specifics on document naming conventions, ensure to check your

organisation’s policies and procedures. Your organisation is likely to have
requirements on a standard naming convention for documents.

 Upload your documents in the appropriate format

Consider the format that your audience requires in your communication. If they require
a video, upload your document in video format; if they require a written document, you
may want to upload your document in Word or PDF format. Like naming conventions,
your organisation is likely to have specific requirements on document format, so be
sure to check your organisational policies and procedures.

 Store your documents in a specific location within the cloud

Like the guidelines above, the location in which you must store your documents will
depend on your organisation’s requirements. For example, your organisation uses
SharePoint for storing documents. Within SharePoint, your organisation has a folder
labelled ‘Projects’ containing documents relevant to specific projects.

Organisational Requirements for Communication


Every organisation has its requirements when communicating in the workplace.
Following these organisational requirements ensures that you are providing
information that is clear in meaning and format. Information that is clear in meaning
allows your recipient to understand the information that is being conveyed to them;
information that is clear in format means that the information is communicated in a
logical order that helps your recipient understand your message.