Effective Communication in the Workplace: Types, Techniques, and Strategies

Posted on Dec 8, 2024 in Other subjects

Types and Techniques of Communication

Communication is the process whereby there is an exchange of information between two or more persons, whether through language or by other means. The issuer seeks to arouse a reaction in the recipient.

Issuer: The source that originates the information.
Receiver: The person receiving the message, who understands and interprets the information.
Channel: The medium through which information is transmitted.
Code: The system of signs and rules used to transmit the message, which should be known by both sender and receiver.
Message: The information intended to be transmitted.

Communication is effective when a recipient receives the message, understands it, and provides feedback (response). Obstacles may appear, such as:

Issues caused by the sender, when they are unable to adequately summarize an idea.
Issues caused by the receiver, due to inattention.
Issues caused by the channel (language) if sensory impairments, a poor atmosphere, or noises are present.
Issues with the code itself; the main problem is that the sender or receiver does not know it correctly.
Issues derived from the message, which may be long or disjointed.
Noise: Anything that interferes with communication.

Verbal Communication

This is the method of transmitting messages that human beings are most aware of. It can be done in two ways:

Orally: Through spoken words and signs.
Written: By means of graphic representation of signs.

Nonverbal Communication

This is communication through a variety of nonverbal signs (pictures, gestures). It often maintains a relationship with verbal communication, being used together to increase or decrease the message transmitted verbally.

Body language: Generally unconscious, including gestures and tone of voice.
Kinesics: Part of communication theory that studies gestures and body movements as a means of expression.
Iconic Language: Morse code, road signs, sign language for the deaf, and referee signals.

Active Listening

This is the physical and mental effort by the recipient to understand the entire message received from the issuer, based on both verbal and nonverbal cues. This means the listener’s full attention and concentration, which enables them to understand what the emitter said and demonstrate, through feedback, that the message was well understood.

Basic Rules and Obstacles to Active Listening

Rules:

Prepare for the subject to be discussed.
Create a climate suitable for the communication process.
Accept the other person without prejudice.
Invest the time to listen to the entire message.
Listen with empathy.
Avoid possible distractions.
Do not jump to conclusions.
Summarize all that is said (feedback).
Ask questions on the possible source and take notes.

Obstacles:

Impatience or impulsivity in listening.
Passivity in listening.
Making judgments about what is heard.
Anxiety.
Subjectivity.
Partial or complete repetition.

Techniques that Promote Workplace Communication

Brainstorming: A group technique that aims to generate a large number of original ideas in the shortest possible time and in a relaxed atmosphere. Some of its goals are to foster group creativity and identify opportunities for improvement.
Phillips 6-6: A discussion group that is divided into subgroups of 6 people. For 6 minutes, each member expresses their opinion about a particular topic. Later, each group, represented by a spokesperson, shares their conclusions with the rest. The main objectives are to involve all members and gather a large number of interpretations.
Roleplaying: Activities in which participants play a role in a story with an unknown ending. The main goal is to reach the final objectives and observe the personality of the participants, analyzing the various forms of problem-solving, increasing employee motivation, and helping each individual to interact within the group.
Outdoor Training Workshops: A methodology based on experiential learning in outdoor settings. The aim is to confront all participants with a series of challenges that happen throughout the day. Some targets are assuming challenges, analyzing and reflecting, learning to learn, fostering communication, and developing and strengthening skills. This technique helps members of an organization become aware of greater communication and settle into a relaxed environment outside of work.

Communication in the Work Environment

The Importance of Communication in the Company

Human beings have a need for constant communication with their environment. To respond to this need, establishing good communication systems in the workplace has become essential.

Three main sources of information:

Environmental information: The information that the company needs to obtain from its immediate environment (legislation, customer needs).
Internal Information: Information circulating among members of the company (including directors and middle management).
Corporate Information: Through business ethics, the company transmits information to external customers, society, and its suppliers.

Specific Language for Professionals

Technical language or technicality: Specific language typical of a science, a discipline, an art, or a profession.
Jargon: A variety of language used among persons belonging to the same professional or social group.

Pathways of Communication at Work

The key to success in most companies is to establish effective communication channels. Communication is a vital tool in the daily life of the company. If there are good communication channels, workers feel more connected and valued within the company. Communication is the basis of organizations seeking total quality.

Benefits of Communication:

Allows the company to coordinate its various departments.
Serves as a source of external information, an instrument of exchange, contributing data on changes that may occur in the market and enabling the company to offer an adequate response.
Motivates workers, making them feel part of the organization and actively identify with its objectives.

Formal and Informal Communication

Communication is organized hierarchically depending on the range of partners.

Formal Communication: Occurs according to official channels, is very organized, and follows a previously established protocol. It is used to transmit orders by management to those concerned.
Informal communication: Occurs spontaneously and does not meet predetermined objectives. It arises when a member of the company needs to communicate with another and does not use any formal channel.

When addressing labor issues, rumors or hidden agendas may arise for several reasons:

Formal communication is not complete or clear.
Employees feel insecure when dealing with new situations.
The interests of some people who act in a determined way to achieve some form of profit.

Horizontal Communication

This occurs between members of the same hierarchical level of an organization. This type of communication can have important implications for the coordination and integration of different departments of a company.

Some goals:

Meet the communication needs between people of the same hierarchical level.
Avoid rumors among employees.
Coordinate the functions of different departments.
Improve the working environment.
Encourage the participation of all employees.
Increase employee motivation.

Vertical Communication

This is a kind of formal internal communication that involves the transmission of information in a stratified manner, depending on the business hierarchy.

A) Ascending: From subordinates to superiors.

Goals:

Verify that messages from superiors are received and understood correctly.
Perceive the degree of employee motivation.
Involve everyone in the company.

B) Descending: From superiors to subordinates.

Objectives:

Transmit the information to subordinates that superiors deem necessary for the proper functioning of their duties.
Coordinate the work of different departments or employees.
Avoid problems caused by ignorance or lack of information.
Motivate employees.
Transmit corporate culture.

Difficulties or Communication Barriers

These are obstacles or interferences that occur during the communication process and can delete or filter part of it, even giving it a different meaning. All this affects the clarity of the message.

Personal or Psychological Barriers

These are caused by emotions, values, perceptions, and habits typical of the people involved in the communication process.

Ideas.
Emotions.
Personal perception.
Personality of the issuer.
Hierarchical status in the company.

Physical Barriers

These are interferences that occur in the communication environment and can be easily avoided (e.g., mobile phones). Room temperature, the technical equipment used, the lighting of the site, and the existing space can also be considered physical barriers.

Semantic Barriers

These are derived from the limitations of the language or signs employed in the communication process.

ARC Distortion

This is the gap between what a person understands and expresses and what they unconsciously communicate through nonverbal language.

Filters for Communication

These are elements that describe the direction or rotation that communication can take depending on the manner in which participants communicate with each other.

The image of oneself: This image is composed of the individual’s self-esteem and their aspirations.
The image of the speaker: A filter loaded with emotion.
Definition of the situation: According to the situation or context in which the person is, they will select the content, tone, and forms of communication.
Attitudes, feelings, and motivations of a person: The selection of content to communicate a message is largely subordinate to these.
A person’s expectations about their counterpart: The role according to a given group or their personality.

Code of Rationality

This involves the ability of participants in a communicative process to reach decisions by consensus, without influence from people outside the group.

Barriers from Perception

The perception that each person has of their workplace can create barriers in the communication process.

Halo effect: The recipient is influenced by a positive impression of the sender, thus creating a bias, so they may dismiss some of their messages and miss important information.
Selective perception: In a communication process, people are able to remember and assimilate the stimuli that most impact them or have drawn their attention because it is difficult to absorb all the information.
Projection: The sender attaches their own characteristics, feelings, and defects to those with whom they interact, projecting their personality onto the receivers.
Stereotypes: These occur when judgments are made about a person based on the perception of the group to which they belong.

Structures of Information and Communication in the Company

For a company to have good performance, ensure productivity, and satisfy its customers and employees, it must establish two optimal systems: communication and information. These two systems must be accessible to employees so they feel part of the company; otherwise, they may feel disheartened.

The new information and communication systems are:

Internet: Information arrives very quickly anywhere.
Intranet: The application of Internet databases within the corporate level.
Extranet: An instrument arising from the combination of the Internet and intranet.
Instant Messaging Service: Provides the ability to hold conversations in real-time.

Control of Strategic Information

This is information about any company that is controlled by management. Management will determine exactly what information will be sent to employees, as well as the time and place of its transmission.

Communication Networks

These are structures created by a company to get information to the people it determines at each specific moment.

Star-shaped network: Centralized communication. All information must be passed by the head, who then circulates it.
Network chain: Information is transmitted by establishing links with the immediate superior or subordinate, that is, between the manager and the worker’s head and vice versa.
Circular network: Information circulates freely among participants, without depending on the roles they play in the company. All members are included in the information.
Network in several directions: Communication occurs in all hierarchical directions: upward, downward, and horizontally. All members are integrated into the communication network, making them feel part of the company.