Communicating
At
Workplace
Agenda
Introduction
Activity - Workplace communication events
Consequences of miscommunication
Communication Process
Modes of Communication
Introduction
Activity - Workplace communication events
Speaking Listening Writing Reading Non-
Verbal
MEETING / / / / /
TELEPHONING / / / / /
EMAILING / / / / /
DOCUMENTIN
G
/ / / / /
MESSAGING / / / / /
Workplace Communication
Official Official Official Official Official
Meeting Telephoning Emailing Documenting Messaging
S S
L L
W W W W W
R R R R R
N N N N N
Consequences if you miscommunicate
Stress & job Time & Organizatio Injuries, Conflicts &
Dissatisfacti Resource nal Death, No Trust &
Career
on Wastage Goodwill Job loss Respect
problems
loss
Communication Stakeholders at workplace
Supervisor
Customers Company
Self
Vendors
Peers
Subordinates
Formal Communication Process
Decide “What, Why, Who, When,
Where & How” to communicate
Communicate and
Close
manage
communication
unexpected
gaps
challenges
Formal Communication Modes
Meeting
Communicating at Meetings
• No “blind meetings”
• Avoid & prevent distractions
• Beware of body language
• Avoid argumentative and complaining attitudes
• Seek/ provide clarifications, never assume
• Document your to-do actions
• Confirm expected outcomes
Conference Call
Communicating on Tele Calls
• Identify yourself, confirm identity of call receiver
• Tell/ ask for purpose of call
• Avoid distractions, dis-connectivity, use of “hold”
• Use “mute” when not speaking in conference calls
• Speak softly but firmly
• Avoid cross-talking
• Never argue over phone, better to meet/ video-call
E-Mail
Activity
Communication via Email
• Procedure
• Recipients - To, Cc & Bcc
• Subject line - Short and clear
• Salutation - Appropriate
• Mail body/Contents - Pyramid principle
• Attachments (if any)
• Self-review &
• Spell-check (F7)
Communication via Email
• Pyramid (newspaper) method of writing
• Create a summary statement
S
• Provide the background
• Include informational details B
• Ask/ Tell about expected outcome or action
D
A
Example - Draft an Email
Mail body/contents Other info
Recipients: (Summary) I am pleased to inform that
(To) department.colleague1@ril.com; we have decided to go to ……………. on
department.colleague2@ril.com; ……………… for our departmental picnic.
department.colleague3@ril.com;
department.colleague4@ril.com; (Background) This picnic has been
department.colleague5@ril.com; planned as part of our R-HR team
department.colleague6@ril.com; building exercise for each department.
department.colleague7@ril.com;
department.colleague8@ril.com; (Details) We have planned many fun
department.colleague9@ril.com; activities & community service
department.colleague10@ril.com; programmes in this one-day trip, so
department.colleague11@ril.com; casual dressing is recommended. Vehicle
(CC) department.HOD@ril.com pickup/drop locations & timings are in
the attached Picnic Travel Plan. Only
Subject: Departmental picnic info. nominated employees, please.
Attachments: Picnic Travel Plan.xls (Action) I request you to revert with your
confirmation by tomorrow EOD.
Salutation: Dear colleagues,
Communication Skills
Q&A
Dealing with Irate Customers
Key Points
Supervisor
Customers Company
Self
Vendors
Peers
Subordinates
Thank You
