MWC

 NVQ Level 05 - Semester 1 - Information and Communication Technology - 2019

Manage Workplace Communication

Answer any five (05) questions including the question no. 1

Question - 1

An organization may consist of employees from different parts of the society. These may have different cultures and backgrounds, and can be used to different norms. To unite activities of all employees and restrain from any missed deadline or activity that could affect the company negatively, communication is crucial. Effective workplace communication ensures that all the organizational objectives are achieved.

i. State what is communication?

Communication is the exchange of information between a sender and a receiver and perception of meaning between the individuals involved.

ii. State what is an effective communication?

Effective communication is a process of exchanging ideas, thoughts, knowledge and information such that the purpose or intention is fulfilled in the best possible manner.

iii. What are the main types of communication? Explain with examples?

Verbal, Nonverbal, Written, Visual

Verbal

Verbal communication is the use of language to transfer information through speaking or sign language. 

It is one of the most common types, often used during presentations, video conferences and phone calls, meetings and one-on-one conversations.

Nonverbal

Nonverbal communication is the exchange of information through wordless cues.

Nonverbal communication uses gestures, postures, facial expressions, eye contact, physical proximity, touching, etc.

Written

Written communication is the act of writing, typing or printing symbols like letters and numbers to convey information. 

Writing is commonly used to share information through books, pamphlets, blogs, letters, memos and more. Emails and chats are a common form of written communication in the workplace.

Visual

Visual communication is the act of using photographs, art, drawings, sketches, charts and graphs to convey information.

iv. Communication is a central part to the entire management process. What are the basic reason for that?

Effective Communication is significant for managers in the organizations, so as to perform the basic functions of management.

The following are major reasons of communication in management process. 

• Smooth and Efficient working of an organisation 
• To make better decision and planning
• Quicker problem solving 
• Increase productivity
• Strong business relationship

 

Question - 2

The ability to communicate effectively at work is probably one of the most important sets of skills a person needs. There are certain elements in all effective communication.

i. What are the elements of communication process? Explain?

(1) Sender (2) Message (3) Encoding (4) Communication Channel (5) Receiver (6) Decoding (7) Feedback

Sender : The person who intends to convey the message with the intention of passing information and ideas to others.

Message : This is the subject matter of the communication. This may be an opinion, attitude, feelings, views, orders, or suggestions.

Encoding : Conversion of subject matter into these symbols is the process of encoding.

Channel : The person who is interested in communicating has to choose the channel for sending the required information, ideas etc.

Receiver : Receiver is the person who receives the message or for whom the message is meant for.

Decoding : The person who receives the message or symbol from the communicator tries to convert the same in such a way.

Feedback : Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it.

ii. State five steps to have the effective communication at workplace?

• Know your audience
• Know your purpose
• Know your topic
• Anticipate objections
• Present a rounded picture
• Achieve credibility with your audience
• Communicate a little at a time, then check the listener understands

iii. What are the levels/types of communication? Explain with examples?

• Intra-personal communication
• Inter-personal communication
• Public communication
• Mass communication
• Small Group communication

Intra-Personal Communication :

It means communicating to myself, hearing myself talk, feeling about myself more and thinking are examples of intra-personal communication.

Inter-personal communication :

Inter - personal communication happens when we communicate directly with other people in a one to one.

Public Communication :

Public communication takes place in a situation where many people receive messages largely from one source. For example, it can be a movie, television show, a speech, advertisement, political lecture, committee report etc.

Mass Communication :

Mass communication is public communication transmitted through electronically or mechanical means. Books, magazines are all examples of mass communication.

Small Group Communication :

Communication is within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization.

Question - 3

Communication models are conceptual models used to explain the human communication process. The major model for communication was developed in 1948. Following the basic concept, communication is the process of sending & receiving messages or transferring information from one part (sender) to another (receiver).

i. Explain the Aristotle or classical model of communication?

Aristotle Model is mainly focused on speaker and speech. It can be broadly divided into 5 primary elements: Speaker, Speech, Occasion, Audience and Effect.

The Aristotle’s communication model is a speaker centered model as the speaker has the most important role in it and is the only one active. It is the speaker’s role to deliver a speech to the audience. The role of the audience is passive, influenced by the speech. This makes the communication process one way, from speaker to receiver.

ii. What are the disadvantages (five) of Berlos’s SMCR Model?

1. There is no concept of feedback, so the effect is not considered.

2. There is no concept of noise or any kind of  barriers in communication process.

 3. It is a linear model of communication, there is no two way communication.

4. Both of the people must be similar according to all the factors mentioned above but not in real life.

iii. Effective communication is a part & parcel of any successful organization. Explain five principles of an effective communication

1. Courtesy 2. Clarity 3. Conciseness 4. Completeness 5. Correctness 6. Concreteness 7. Credibility

Question - 4

It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication. There are lot of communication barriers faced these days by all. Communication should be free from barriers.

i. State five communication barriers which we are facing the workplace?

1. Psychological Barriers
2. Emotional Barriers
3. Physical Barriers
4. Cultural Barriers
5. Organizational Structure Barriers

ii. Explain the physical barriers? With examples

Physical barrier is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver. Organizational environment or interior workspace design problems, technological problems and noise are the parts of physical barriers.

Examples: 

• Environment - Some barriers are due to the existing environment. For example, if you are standing in adverse weather conditions, your conversation would be hampered because you would not be able to pay full attention to what the other person is saying.
• Distance - Distance also plays an important part in determining the course of a conversation. For example, if the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

iii. How the languages affect the effective communication? Explain

Language is needed for any kind of communication, even people with speech impairments communicate with sign language and brail. 

Communication becomes difficult in situations where people don’t understand each others’ language. The inability to communicate using a language is known as language barrier to communication.

Most of the people in the world do not speak English or, even if they use, it is their second or third language. If the speaker and receiver do not use same language and words, there is no meaning to the communication. Not using the words that other person understands makes the communication ineffective and prevents message from being conveyed.

iv. Find out five ways to overcome the communication barriers?

• Checking whether it is a good time and place to communicate with the person
• Being clear and using language that the person understands
• Communicating one thing at a time
• Respecting a person’s desire to not communicate
• Checking that the person has understood you correctly
• Communicating in a location that is free of distractions
• Acknowledging any emotional responses the person has to what you have said.

Question - 5

ICT has many uses within organizations, specialized use depends on the nature of the organization.

i. State five common usage of ICT in an organization?

1. Communication (email, video conferencing, social media, collaboration software-virtual meeting room)
2. Data management (store data, access data, manage data)
3. Marketing (online advertising, ecommerce, marketing research, content creation)
4. Process improvement (save on printing and copying costs by relying purely on paperless communication)
5. Enterprise resource planning (accounting, human resources, manufacturing, and sales, using software systems)

ii. How ICT tools help promoting communication in organization?

Better Decision Making

The information available in digital media which enables managers and employees to make decisions quickly and accurately.

Increased Manufacturing Productivity

Solutions such as computer-aided design can help to reduce set-up times and improve manufacturing accuracy so that employees spend less time on reworking.

Improved Customer Service

Service personnel working in the field can access customer, service and product databases using smartphones with secure Internet connections. This enables them to fix problems quickly and effectively, again boosting customer satisfaction.

Greater and Virtual Collaboration

By using videoconferencing or web conferencing over the Internet, teams can hold virtual meetings that bring together members from different locations, or different organizations, such as suppliers or business partners. This helps to create stronger project teams and enables the teams to maintain progress on important projects, rather than waiting for members to meet in a single location. 

Improved Financial Performance

ICT solutions can help our organization reduce costs, increase revenue and improve profitability. Using videoconferencing to host meetings between members in different locations, for example, reduces travel costs.

iii. What are the common computer applications used in an organization.

• Document management application (ms-office, google drive)
• Accounting application (quickbooks, xero)
• Website building application (wordpress, dreamweaver)
• Payment transaction application (paypal)
• Email application 
• Social media application 
• Communication and messaging application (skype)
• Project management application

iv. Briefly explain the importance of Computer Networks in day to day activities of the organization.

Where computer networking acts as base of everything as the best and most important IT solutions in an organization. Below is list of points that we do with the help of computer networks in day to day activities:

• Provides best way of business communication.
• Cost-effective resource sharing.
• Improving storage efficiency and volume.
• Utilizes Centralized Database.
• Allows File sharing.
• Sharing of peripherals and internet access.
• Network gaming.
• Voice over IP (VoIP).
• Media Center Server.
• Centralize network administration.
• Allowing information sharing.
• Supporting distributed processing.
• User communication.

Question - 6

Write short notes with necessary examples on the following:

i. Organization Policy, Procedure & Protocol

A policy clearly indicates the position and values of the organisation on a given subject. 

For example, a policy on infection control will set out how it intends to comply with national standards and best practice. 

Procedures supplement polices and describe how the policy will be implemented and met.

For example, a procedure on infection control will provide step by step instructions on how to control infection.

Protocols are more explicit and specific in their detail than guidelines; in that they specify who does ‘what’, ‘when’ and ‘how’

ii. Nonverbal communication

Nonverbal communication is the exchange of information through wordless cues.

Nonverbal communication uses gestures, postures, facial expressions, eye contact, physical proximity, touching, etc.

iii. Commercial, Industrial & Public organization

A commercial organization is any business that sells goods or services for the purpose of making a profit.

Industrial organization is a field of economics dealing with the strategic behavior of firms, regulatory policy, antitrust policy and market competition.

Public organization means a not-for-profit economic development organization or other not-for-profit organization including those that sponsor or support community attractions and activities.

iv. Personal value

Personal values are the things that are important to us, the characteristics and behaviors that motivate us and guide our decisions. For example, maybe you value honesty. Some people are competitive, while others value cooperation. Some people value adventure, while others prefer security.

Examples: 

    Self-preservation

Security

Self-image

Personal satisfaction

Care of others

Peace of mind

Enjoyment

Happiness