22 Chapter 3: Communication Technologies and Digital Skills
Michael Hrycay and Aydrian Hayes
Lesson 1: Workplace Communication Modes and Technologies
Learning Objectives
- Recognize the basic of communicating with others.
- Identify modes of communication.
- Understand how to use communication technology appropriately in the workplace.
Understand the basics of communication
Definition: Communication is the process of transmitting information from one person to another. It is the act of sharing ideas, facts, opinions, thoughts, messages or emotions with other people, in and out of the organization, with the use of the channel to create mutual understanding and confidence.
It is not tied to words, i.e. whether an individual speaks or not, the message is automatically conveyed to the other party. Besides words, communication can take place through symbols, letters, actions, expressions, etc.
Elements of Communication
Communication is a two-way process, wherein the interchange of messages connects the sender and receiver, towards an agreed direction, consisting of seven elements:
- Sender: Otherwise known as a source, it is the person who has something to pass on, to another individual.
- Encoding: The sender of the message, selects appropriate words or non-verbal techniques to convert the idea into the message, which is called encoding.
- Message: Message implies something that the sender wants to communicate to the receiver. Without a message, no communication is possible.
- Medium: Medium alludes to the channel or mode, through which the message is communicated to the receiver, i.e. it can be sent by way of an electronic word processing system, graphic, symbol, etc.
- Receiver: The one to whom the message is directed, is called the receiver. He/she notices and conveys some meaning to the message.
- Decoding: The act of interpreting a message by the receiver, is termed as decoding. The receiver’s outlook, experience, and attitude play a vital role in decoding the message.
- Feedback: The process of communication can never be completed, if the response of the receiver is missing. It enables the communicator of a message to know whether the message has been received and interpreted in the same manner as directed.
All the seven elements of communication have a great role to play in the entire process, as there can be some deformation between the intended message and the received one.
Forms of communication
Formal Communication: Alternatively known as official communication, it passes through predefined channels which all the members of the organization are bound to follow. In every organization, a corporate ladder is established, through which communication flows, which can be:
- Downward: Superior to subordinate
- Upward: Subordinate to superior
- Horizontal: Between employees of the same level, but different areas of responsibility (department).
- Diagonal: Between employees of different levels and departments.
Informal Communication: The form of communication which grows spontaneously out of personal or social needs, among members of the organization, called grapevine or informal communication. It is a secondary network of information in an organisation, which can be:
- Single-strand chain: A communication pattern where information passes from one individual to another in a linear sequence.
- Gossip chain: A communication pattern where one individual shares information with many others, spreading it widely.
- Probability chain: A communication pattern where individuals randomly share information with others, without a predictable pattern.
- Cluster chain: A communication pattern where one individual shares information with a select group, and then members of that group relay it to other specific individuals or groups.
Informal communication is the fastest form of communication, that rapidly transmits information to various members of the organization. Further, the response of the members can also be obtained quickly.
Modes of Communication
Communication is key in our daily lives, both at work and at home. It’s how we share ideas, feelings, and information. There are two main ways we communicate: verbal and non-verbal. Verbal communication is when we use words, like talking face-to-face or writing an email. Non-verbal communication is without words, like using gestures or changing our tone of voice. Sometimes, there are challenges or barriers that make communication difficult. Recognizing and understanding these challenges can help us communicate better.
Critical Communication Definitions
- Verbal Communication: Communication, in which words (spoken or written) are used to transmit information is called verbal communication. It can be done in two ways:
- Written communication: E.g., Letters, emails, newsletters, text, etc.
- Non-verbal Communication: The communication between parties in which words are not used as a means for interchanging message, i.e., except words, other means are used like sounds, symbols, actions, and expressions. Communication takes place non-verbally through:
- Body language, E.g., Gestures, postures, body movements, etc.
- Paralanguage, E.g., Pitch variation, tone, speaking speed, word stress, etc.
- Sign language E.g., Hand movement, facial expressions, etc.
- Time language E.g., time used to communicate our message.
- Space language, E.g., Space maintained between the parties to communication, during the conversation.
- Oral communication: E.g., Face to face conversation, telephonic conversation, lectures, speeches, conferences, etc.Overcoming barriers in communication (1h)
Overcome Barriers for Effective Communication
The first and most complex barrier to effective communication is attitude. It’s complex because it encompasses so many factors that shape a state of mind, including:
- Gender
- Socio-economic status
- Culture
- Personal beliefs
- Religious beliefs
- Lack of familiarity or credibility
- Selective perception (the act of filtering what we see and hear to suit our own agenda)
To counteract these challenges and champion factors that promote effective communication:
- Adopt a cooperative tone.
- Put yourself in the other person’s position (or at least try to do this). It’s called empathy, and it’s another learned life skill that follows the mastering of active listening.
- Create a rapport – a sense of ease and comfort. (With time, rapport can develop into trust, which can foster open, honest communication.) For now, do your best to reduce any tension and encourage a free flow of communication.
- Keep an open mind. Refrain from judging or criticizing.
- Dispense with defensiveness or forming premature assumptions.
- Focus intently on the message, not on any contributing factors (such as, the presence of emotion or a hard-to-understand accent).
The second barrier to effective communication is language and medium. Like attitude, it is equally broad and includes such factors as:
- Word choice
- Tone (including pitch, intonation, and volume)
- Body language and gesture
- Nonverbal cues
To counteract these challenges and champion the factors that promote effective communication:
- Use simple, clear, precise language.
- Avoid complex words and metaphors.
- Drop slang and jargon from your vocabulary.
- Avoid biased language or words that imply stereotypes.
- Do your best to align your facial expressions with your tone of voice.
- Eliminate (or at least reduce) your use of hand gestures. You may intend them for emphasis, but they could be distracting.
- Refrain from gossip (both listening to it and spreading it).
- Always protect someone’s basic right to privacy.
- Select a medium that complements your message. For example, an urgent piece of information probably demands a speedy medium. You can always follow up later with a second medium.
- Consider reinforcing even a rote verbal message with a written message if it’s important. It might serve as clarification, too.
Saying what you mean and meaning what you say may sound simple – at least, until you drill down and consider some examples that may give you pause. Moreover, “considering the source” is important, too, because two people may respond to the same message in two different ways. Obviously, if you must reprimand an employee, it’s better to do so privately and in person. But what about if you want to compliment an employee? Should you do so with an “audience” – so everyone within earshot can hear? Just as you didn’t master the English language in one year, you probably won’t learn to minimize the foibles of language and medium, either. Give yourself time; you’ll persevere.
The third barrier to effective communication is listening and feedback. Without good listening skills, the sender of a message will not know if the recipient understands it. And without feedback, the sender will not know if the recipient has interpreted the message properly. Many factors can impede this crucial process, but they tend to fall under the categories of:
- Inattentiveness
- Defensiveness
- Premature assumptions
- Lack of precision
- Clarity and fluency
- Inaudibility
Polishing your active listening skills will go a long way toward helping you counteract these challenges and toward championing factors that promote effective communication. You can also:
- Look alert (and be alert, too).
- Be specific.
- Ask questions for the sake of clarification.
- Withhold judgment – and a response – until you’re sure the other person has finished the message.
- Even if asked for advice, try to offer it, not issue it, like a directive. Known as soft-pedaling, this type of advice can be more easily accepted if you invoke the word “we” – even if you’re not actually part of the solution. Or try, “What do you think about…?” or “Did you ever consider doing…?”
The fourth barrier to effective communication is noise and physical obstacles, factors to consider eliminating for effective communication can include:
- Noise from people
- Noise from machines
- Noise from traffic
- Temperature Lighting
- Seating and layout
- Crowding
Removing (or at least reducing) such distractions seem like an obvious remedy – one that can solve all problems. When you cannot – when you’re at the mercy of an inferior environment – the best step you can take is to move to one that is more conducive to listening, talking, and interacting. Yes, you may have to interrupt someone to suggest a change in venue. But a short interruption will probably pale in comparison to trying to forge ahead in an environment in which your important messages are competing with other sources.
You’re probably going to make some mistakes as you finesse your communication skills. Unlike computers and computer programs that can be tweaked by pressing a few buttons, human beings, as you know, do not come equipped with buttons or an instruction manual. This is partially why the human may turn out to be the most challenging – but also the most rewarding – of all.
How to Improve Your Communication Skills
- Listen Attentively: You must listen and not just listen, so you’ll know how to respond, and also to understand what the person is trying to convey. Don’t interrupt them when they are talking. Focus on what they are saying, how they say it, how they move. Show interest and ask them questions so they’ll talk some more.
- Watch Your Own Body Language: I’m sure you’ve already read somewhere that crossing your arms while talking to people means that you are “not really open to the conversation.” Not facing them and keeping eye contact means that you are “not really interested in what they have to say.” Remember, effective communication is two-way and not just you talking to yourself. Make sure that the message that you’re trying to convey matches the movements of your body. For example, if you say you’re happy but you’re not smiling, would the person you’re talking to believe you? Or if you’re trying to discipline a team member but you’re smiling, do you think that will be effective? It may seem silly, but how you display yourself matters at all times, so try to show yourself as you want to be perceived.
- Volume, Tone and Speed: This is similar to body language: you must match it with what you’re trying to say. Even written messages have tones in them by using punctuation marks (so be careful with those exclamation points and question marks!) Be sure to use the proper volume, depending on the situation. Lower your voice when talking close to each other and speak louder when talking to an audience.Talking faster could mean that you’re too nervous and talking too slowly could show that you think the person you’re talking to is ‘unable’ to understand– which is not how we want them to feel. You can talk slowly when you’re trying to make a point, but not too slow where you’ll sound boring, and not for too long, otherwise you will sound as though you can not speak properly.
- Empathize but Be Assertive: Empathizing with the person you’re talking to means that you’re trying to feel how they feel so you’ll know how to form your words in a way that they will understand. How the person you’re talking to feels is important, but your own ideas and feelings matter too. Don’t just give in all the time, you must give them a piece of yourself as well.
- Know What You’re Trying to Say – Before You Say It: Remember the saying, “Think before you speak”? Yes, it still applies. When you’re trying to say something, but you can’t explain it to yourself, then you won’t be able to explain it to someone else. Have confidence and form your words properly in your head before you say them out loud. This way you’re sure to convey the right message. You might ask “How am I supposed to apply all of these while speaking and at the same time be myself?” Simple. You practice. There’s no harm in practicing how to speak to other people. It’s better than making a fool out of yourself when the talking time comes. Practicing will make you feel silly at times, but it will make it a lot easier to get it right.
Stop and Reflective
Think to yourself and/or discuss the concepts below with family and friends:
- How do my listening habits, body language, and tone impact the effectiveness of my communication, and are there moments I’ve misunderstood or felt misunderstood?
- How often do I consider and balance empathy with assertiveness, ensuring both my feelings and the other person’s feelings are valued in a conversation?
- Before speaking, do I consistently ensure clarity in my message, and am I open to practicing and seeking feedback to improve my communication skills?
Simplifying Information for Non-technical Audiences
People working in trades often believe that communication is one of those skills that is nice to have, but not critical to their career. If they ever need it, they believe they’ll figure it out. How difficult can it be?
What they soon discover is that communicating effectively is challenging and communicating technical information to a non-technical audience (such as clients, customers, managers, or stakeholders) can be a nightmare. They can’t seem to convey what they believe to be simple information to a non-tech audience, who might believe the tradesperson is looking down on them because they’re struggling to understand.
To make matters worse, senior leaders become increasingly frustrated with the poor communication, letting the tradespeople know this shortcoming could hurt their careers.
If you’re in trades, it’s time you started giving more serious thought to how you will communicate, especially with those who do not have trade experience. With some planning, non-technical audiences will begin to applaud your efforts and really learn what you’re trying to teach them, instead of becoming frustrated and complaining about your efforts to their bosses.
If you’re asked to explain technical information to a non-technical audience, here’s what you need to do:
- Don’t assume anything: Don’t sabotage your efforts from the beginning by assuming that your audience has some basic tech knowledge. Try conducting a brief survey of attendees before the meeting to determine their skill level. Consider providing a “cheat sheet” of terms you plan to use repeatedly, along with definitions so that your audience can refer to them throughout the workshop or training sessions. While technical speak or maintenance/repair terms might become second nature to you, it will seem strange – and a bit intimidating – to the non-technical audience. Remember to stay away from industry-specific acronyms that the average person is unlikely to know.
- Don’t try to do too much: Be realistic about how far you can move your audience in one session. You may need to hold regular meetings and plan a strategy for how information will unfold. Sometimes you may feel you’re only making incremental progress, but to those who are unfamiliar with the subject, it may feel like an earthquake.
- Hit them where they live: Your non-technical audience is going to be much more receptive to your information if they understand how it will impact them directly. Do your homework beforehand so you have a good picture of the hassles and headaches of attendees – then craft your presentation to specifically tell them how this solution will help. Try to use many of the terms they may use in their everyday workday so they feel more comfortable with the information being presented.
- Level the playing field: Non-techies may believe they’re being talked down to when technical personnel present new information. That’s why it’s important to break the ice by letting your audience know that while you have technical expertise, you have no clue how to drive a forklift or how to deal with an angry customer. Those are the things they’re good at, and you have respect for what they do. Let them know that you’re there simply to help them understand technology better. Just because they’re unfamiliar with technology does not mean they’re stupid.
- Don’t data dump: While this information may be a head rush for you, the everyday person is going to be less enamoured by a bunch of technical information. Try to only include technical information if it directly relates to something the audience knows. To make information easier to understand, create a presentation with visuals. By creating visuals with your information, you can energize your audience by only showing important and relevant information in a format they can easily understand and digest.
- Use a canary in the mine: Ask a non-technical employee to sit through a dry run of your presentation or training. Then, ask for an honest assessment (it helps to select someone who is outgoing and articulate). What went right? What went wrong? Where can you make improvements before unveiling it to a group? This non-techie also can later provide a testimonial to the rest of the group, underscoring the value of the information and training you will be providing.
- Engage them on all levels: Look for visuals that illustrate your point, such as photos of problem areas that you are going to discuss. Many people are visual learners, so think of providing a diagram that shows how the new system will look.
- Ask for feedback: People may be shy about asking questions, feeling like they’re “dumb” questions. Provide multiple ways for people to meet with you or contact you until they feel more comfortable asking the questions in a group. Assure them that your job is to teach them, not judge them.
Determining Appropriate Levels of Technicality
As someone who understands a certain concept (whatever your expertise is), you will communicate highly technical information from the perspective of a trained expert. But not all your audiences will share your training and background, so you need to be able to adjust the level of technicality in your writing, while still communicating the information accurately.
A writing style and vocabulary that is overly simplified might bore an expert-level target audience or cause the writer to lose credibility. An overly complex style might overwhelm a target audience of laypersons, causing the writer’s message to get lost and not achieving the purpose of the communication. Technical communicators must ask:
What level of detail does my audience need for how they will use the information?
What type of vocabulary will my audience understand and find useful?
The chart below describes some of the ways language and communication might change as you speak to various audiences:
|
Audience Type |
Language Characteristics |
|
Expert |
Level of detail: Facts and figures need little explanation; may include formulas and equations; measurements and specifications have a higher degree of precision. Vocabulary: Acronyms, technical terms, and jargon used; high level of technicality in the language without needing to define words. Examples: |
|
Informed Persons |
Level of detail: Technical information is provided, but advanced concepts are explained; application examples or comparison / contrasts often included might acknowledge audience concerns (e.g. business or financial implications); measurements given, but may be less precise. Vocabulary: Jargon and technical terms include definitions; acronyms more likely to be spelled out or replaced; vocabulary supports understanding of application rather than technical precision. Examples: |
|
Laypersons |
Level of detail: Concise, few specific technical concepts; technically detailed information provided in service of the audience’s needs and goals (e.g. a user manual); measurements provided in common, familiar units. Vocabulary: Simplified language, avoiding unnecessarily complex terms; new concepts and terms are clearly defined and explained; provides commonly recognizable examples and familiar analogies. Examples: |
Hand Signals
With many kinds of professions, includes trades, you will need to understand hand signals for using various equipment. It’s important that you learn the hand signals and use them appropriately as the machinery that may be used can sometimes be quite loud and you will not always be able to use your voice to communicate important safety information or instructions to your colleagues.
Take a look at the examples on the next page. 
Information and Communication Technologies (ICT)
Moreover, in the realm of professional environments, a nuanced understanding of ICT becomes imperative. It’s not just about broadcasting a message; it’s about adhering to the workplace’s established protocols, both explicit and implicit. Whether it’s choosing the right medium for communication, respecting digital etiquette, or ensuring data security, a proficient grasp on ICT can be the distinguishing factor in a successful communication endeavor. In this interconnected world, ensuring seamless communication through appropriate technologies is the keystone for fostering understanding and collaboration.
Choosing between modes of communication
The medium or channel is the vehicle of transmission for a message. Generally, several communication channels could communicate a message, but choosing the most appropriate channel will depend on the audience, the message, and the purpose of communication. When communicating a message, choosing from traditional communication channels: memos, letters, face-to-face (F2F) meetings, and telephone calls; as well as digital media: emails, text messages, videoconferencing, blogs, and websites are all options. The writer must have a clear understanding of the audience to ensure the channel of communication will effectively communicate the message.
Between traditional and rapid electronic media, we have more choices for communication channels than ever in human history. Each has its own unique advantages and disadvantages that make it appropriate or inappropriate for specific situations. Knowing those pros and cons, summarized in Table 6.1 below, for a dozen of the most common verbal and written channels available, is necessary for being an effective communicator in the modern workplace. Choosing channels wisely can mean the difference between a message that is received and understood as intended (the goal of communication), and one that is lost in the noise or misunderstood in costly ways.
Understanding Business Communication Mediums
Categories of Media
Media in business communication can be divided into four main types:
- Oral
- Written
- Visual
- Electronic
Selecting the Appropriate Medium
Choosing the right channel for your message is crucial. Consider these factors:
- Message Formality: The channel you pick sends non-verbal cues affecting style and tone. A letter or memo, for instance, is more formal than a text message.
- Medium Suitability: Certain channels fit particular messages better. A detailed report cannot be conveyed via a text message, and sensitive matters should be discussed face-to-face rather than in a text.
- Urgency vs. Respect for Time: While some messages need prompt feedback and might warrant a direct call or meeting, those without such urgency can be shared via email or voicemail.
- Cost Implications: While some mediums may be more costly, they may also send non-verbal cues about the importance of the message. A critical company policy change might have more impact if shared in a face-to-face meeting than in a memo.
Practical Applications
Knowing the advantages and disadvantages of different mediums helps in making effective communication choices. For instance, understanding when to send a written memo over an electronic one, or when a text might be more fitting than a phone call, is crucial for effective business communication. To learn more about the the four categories take a look at the chart below:
Learning Task
Quiz yourself to see if you can select the most appropriate type of media format for each of the scenarios:
- Situation: Your organization wants to convince millennials to donate to a national or global charity
- Visual
- Digital
- Written
- Oral
- Situation: Your company is introducing a product to a demographic that largely consists of millennials.
- Visual
- Digital
- Written
- Oral
- Situation: Notifying a long-time, soon-to-be terminated employee of the company’s decision to downsize.
- Visual
- Digital
- Written
- Oral
- Situation: You need to present findings and recommendations related to the company’s need for a new health insurance provider.
- Visual
- Digital
- Written
- Oral
- Situation: Your CEO made some offensive comments on a well-known nationally broadcast radio show.
- Visual
- Digital
- Written
- Oral
Common Workplace Communication Channels
Choosing the correct communication channel on the spectrum of options using the criteria above involves a decision-making process based on the purposes of the communication, as discussed earlier in this chapter. Factors to consider include convenience for both the sender and receiver, timeliness, and cost in terms of both time and money. Table 6.2 and the video that follows provide information on what medium is best used in what situation.
Channel Selection Criteria
Example: When to Select the Email Channel
When choosing to send an email, for instance, you:
- Begin with the thought you need to communicate.
- Decide that it must be in writing for future reference rather than spoken.
- Consider that it would be more convenient if it arrived cheaply the instant you finished writing it and hit send.
- Want to give the recipient the opportunity to respond quickly or at least within the 24-hour norm.
- Decide that it would be better to send your message by email rather than by other electronic channels such as text, instant message (because you have more to say than would fit in either of those formats), or fax because you know the recipient prefers email over fax, as do most people in all but a few professional fields.
All these decisions may occur to you in the span of a second or so because they are largely habitual. The above figure charts out the decision-making process for selecting the most appropriate channel among the 10 given channels and gives their selection criteria.
Learning Task
Take a look at the channel selection flow chart below. Then, utilize the interactive version by scanning the QR code with your mobile device.
Channel Selection Flow Chart Here:
Stop and Reflect
Think to yourself and/or discuss the concepts below with family and friends:
- Reflecting on your recent interactions, have you consistently chosen the most suitable communication channel based on both traditional and electronic means, considering the specific needs of the situation and your audience? Why or why not?
Learning Task
Selecting Communication Technologies
Identify the most appropriate channel for communicating what’s necessary in the given situation and explain your reasoning. Be ready to share during your in-session time.
- You come up with a new procedure that makes a routine task in your role in the organization quicker and easier; praise for your innovation goes all the way up to the CEO, who now wants you to meet with the other employees in your role in the seven other branch offices across the country to share the procedure.
- A customer emails you for a price quote on a custom job they would like you to do for them. (Your company has a formal process for writing up quotes on an electronic form that gives a price breakdown on a PDF.)
- You are working with two office colleagues on a market report. Both have been bad lately about submitting their work on time, and you’re starting to worry about meeting the next major milestone a few days from now. Neither has been absent because you can see them in their offices as you walk by in the hallway.
- You are about to close a deal but need quick authorization from your manager across town about a certain discount you would like to apply. You need it in writing just in case your manager forgets about the authorization or anyone else questions it back at the office.
- Your division recently received word from management that changes to local bylaws mean that a common procurement procedure will have to be slightly altered when dealing with suppliers. Your team meets to go over the changes and the new procedure, but you need to set it down in writing so that everyone in attendance can refer to it, as well as any new hires.
- You have a limited amount of time to discuss a potential funding opportunity with a colleague in another city because the proposal deadline is later in the week, and it’s almost closing time in your colleague’s office. You’ll have to hammer out some details about who will write the various parts of the proposal before you get to work on it tonight.
- You were under contract with a local entrepreneur to perform major landscaping services. Near the end of the job, you discovered that he dissolved his company and is moving on, but you haven’t yet been paid for services rendered. You want to formally inform him of the charges and remind him of his contractual obligations; in doing so, you want to lay down a paper trail in case you need to take him to court for breach of contract.
Presenting Technical Information to a Non-Technical Audience
Learning Task
Presenting Technical Information to a Non-Technical Audience
Choose a technical topic that you are familiar with and create a 5-minute presentation that you can present to your peers at the in-session class. You should assume the audience is a layperson for the purposes of this assignment. A layperson is an everyday person that has no knowledge of your area. You can choose any topic you are familiar with, but there must be a technical component that you simplify in your presentation. Here are some random topics:
- Indigenous medicine
- Computer gaming (choose one game)
- Indigenous spiritual ceremony (choose one)
- How to Calculate Body Mass Index
- Climate change
- Indigenous traditional dance
- How a car works
- Hunting (choose a specific component)
- The Pow-wow
- COVID vaccines
This presentation will count towards your participation grade for the course. The following rubric will help you organize your presentation:
Category |
Basic Criteria |
|
Organization |
The type of presentation is appropriate for the topic. |
|
Information is presented in a logical sequence. |
|
|
Topic is organized in an easy-to-understand format appropriate to the audience. |
|
|
Content |
Introduction is attention-getting, lays out the problem well, and establishes a framework for the rest of the presentation. |
|
Technical terms are well-defined in language appropriate for the target audience. |
|
|
Presentation contains accurate information. |
|
|
Material included is relevant to the overall message/purpose, and level of detail is appropriate to a layman. |
|
|
Appropriate amount of material is prepared, and points made reflect well their relative importance. |
|
|
There is an obvious conclusion summarizing the presentation. |
|
|
Presentation |
Speaker maintains good eye contact with the audience and is appropriately animated (e.g., gestures, moving around, etc.). |
|
Speaker uses a clear, audible voice. |
|
|
Delivery is poised, controlled, and smooth. |
|
|
Good language skills and pronunciation are used. |
|
|
Visual aids are well prepared, informative, effective, and not distracting. |
|
|
Length of presentation is within the assigned time limits. |
|
|
Information was well communicated. |
Journal Question – Class Discussion
Reflect on your response for the prompt below in relation to effective communication. Share your insights on communication technologies and how this can enhance interpersonal relationships and professional success. Share your reflections with the class and engage in a class discussion.
Prompt: In today’s technologically advanced workplace, what are some advantages and challenges associated with using communication technologies compared to traditional modes of communication? Provide examples to support your answer.
Criteria |
Exemplary (4)
|
Accomplished (3)
|
Developing (2)
|
Beginning (1)
|
Purpose |
Strong voice and tone that clearly addresses the purpose for writing.
|
Appropriate voice and tone. The purpose is largely clear.
|
Attempts to use personal voice and tone. Somewhat addresses the intended purpose.
|
Demonstrates limited awareness of use of voice and tone. Limited evidence of intended purpose.
|
Understanding |
Many interesting, specific facts and ideas are included.
|
Many facts and ideas are included.
|
Some facts and ideas are included.
|
Few facts and ideas are included.
|
Conventions |
All grammar and spelling is correct.
|
Only one or two grammar and spelling errors.
|
A few grammar and spelling errors.
|
Many grammar and spelling errors.
|
Reply |
Made two significant contributions to the class discussion. Highly supportive of others.
|
Made one contribution to the class discussion. Supported group members.
|
Attempted to contribute to class discussion but was vague and unclear in the contribution.
|
Minimally involved. Offered limited support to classmates.
|
Works Cited:
S, S. (2017, January 23). What is communication? definition, elements, forms and modes. Business Jargons. https://businessjargons.com/communication.html
Team, F. & F. I., & Wahlin, L. (n.d.). Chapter 2. understanding your audience. Fundamentals of Engineering Technical Communications. https://ohiostate.pressbooks.pub/feptechcomm/chapter/2-audience/
How to explain technical information to non-techies. Career Management Center | Mays Business School. (2019, March 19). https://careerlaunch.mays.tamu.edu/blog/2019/03/19/how-to-explain-technical-information-to-non-techies/
Book companion site. (n.d.). https://www.cengage.com/cgi-wadsworth/course_products_wp.pl?fid=M20b&product_isbn_issn=9780176531393&template=NELSON
Smith, J., Ashman, M., eCampusOntario, Dunphy, B., Stracuzzi, A., Last, S., Orme, A., Carson, T., & Nscc. (2021, June 1). 3.3 selecting appropriate channels. NSCC Communication Skills for Trades. https://pressbooks.nscc.ca/nscccommtrades/chapter/2-3-selecting-appropriate-channels/
Smith, J., Ashman, M., eCampusOntario, Dunphy, B., Stracuzzi, A., Last, S., Orme, A., Carson, T., & Nscc. (2021a, June 1). 3.3 selecting appropriate channels. NSCC Communication Skills for Trades. https://pressbooks.nscc.ca/nscccommtrades/chapter/2-3-selecting-appropriate-channels/
Lesson 2: Communicating Online
Learning Objectives
- Understand and use communication software effectively.
Guidelines for Communicating Online
By adhering to these guidelines, professionals can ensure not only that their online communications are secure and effective but also that they position themselves advantageously in an ever-evolving digital landscape.
1. Security First:
- Importance of Secure Communication: In our digital age, the confidentiality and integrity of our communications are constantly at risk. From personal data breaches to professional confidentiality leaks, the ramifications of insecure communications can be disastrous, both personally and professionally.
- Using Secure Passwords: It’s not just about having a password; it’s about having a strong one. Avoid easily guessable words or dates. Instead, use a combination of upper and lowercase letters, numbers, and special characters. Tools like password managers can also help generate and store complex passwords.
- Two-Factor Authentication (2FA): This adds an extra layer of security by requiring two types of identification before granting access. Often, this means entering a password and then providing another form of identification, like a code sent to your phone. By doing this, even if someone guesses or steals your password, they won’t easily access your account.
- Software Updates: Hackers often exploit vulnerabilities in outdated software. Regular updates from software providers often include patches for these security vulnerabilities, ensuring your communications remain secure.
2. Know Your Platform:
- Platform-Specific Etiquettes: Every online platform has its unique set of etiquettes and best practices. For instance, while emojis and casual language might be fine on Twitter, they might come off as unprofessional on LinkedIn.
- Professional vs. Personal: Platforms like LinkedIn are designed for professional networking, job hunting, and industry discussions. In contrast, Facebook, though used for business, is more oriented towards personal interactions. Understanding this distinction helps in curating your content and interactions appropriately.
- Privacy Settings: Ensure you are aware of and regularly review the privacy settings of the platforms you use. While some platforms might default to public profiles, you might want to limit who can see your information, especially on more personal platforms.
3. Stay Updated:
- Rapid Technological Advancements: The digital landscape evolves rapidly. What’s trendy and effective today might be obsolete tomorrow. To remain effective and relevant, you need to keep pace with these changes.
- Regular Training and Workshops: Many online courses and workshops are dedicated to the latest online communication tools and trends. Regularly attending these can enhance your proficiency.
- Subscribe to Tech News: Tech blogs, newsletters, and industry publications can be excellent resources to stay informed about the latest in communication tools and best practices.
- Experimentation: Don’t be afraid to explore new platforms or tools. Early adoption might give you an edge, especially in professions related to digital marketing, communication, and public relations.
Learning Task
Mastering the Art of Online Communication
The digital realm has transformed how professionals communicate. It’s crucial to ensure communications are both secure and effective. By mastering these guidelines, one can navigate the digital landscape more proficiently.
Instructions:
- Security Essentials:
- Reflect on Risks: In your words, describe why it is crucial to maintain secure online communications. What could be some consequences of negligence?
- Password Crafting: Come up with a mock password following the guidelines provided. Explain why this password is considered strong.
- Two-Factor Authentication (2FA): List two platforms or tools you use that offer 2FA. If you aren’t using 2FA, consider activating it.
- Software Consciousness: Check if any software or applications you use regularly have updates available. Make a note of their security update features.
- Platform Mastery:
- Etiquette Assessment: Choose two online platforms you use frequently. For each, describe what you believe is an appropriate communication style and provide a reason.
- Platform Categorization: Categorize five online platforms/tools you use into ‘Professional’ or ‘Personal’. Explain your rationale.
- Privacy Audit: Review the privacy settings of one platform you use often. Summarize any changes you made or any settings you found surprising.
- Stay Informed:
- Current Trends: Identify one recent technological advancement or trend in online communication. Write a brief summary of it.
- Skill Enhancement: Explain how this course will enhance your digital communication skills. Provide details and explain why.
- Exploration Time: Spend 20 minutes exploring a new communication platform or tool you’ve heard of but haven’t tried yet. Write down your initial impressions and its potential benefits.
Strengths and Limitations of Communication Methods
Each of these communication methods has its own strengths and limitations. The key is to choose the one that best fits the specific context and needs of your communication.
Email:
- Basics: Electronic mail, commonly referred to as email, is a digital message sent from one user to one or more recipients.
- Advantages: It provides a record of communication, allows for sending attachments, and can reach international recipients almost instantly.
- Best Practices: Always use a meaningful subject line, keep the content concise, and avoid sending sensitive information unless encrypted.
- Caution: Beware of phishing emails and spam. Ensure your email software has a reliable filter and never click on suspicious links.
Social Media:
- Basics: Platforms like Facebook, Twitter, LinkedIn, and Instagram where users create and share content and engage with each other.
- Advantages: Ability to reach a vast audience, foster real-time engagement, and get instant feedback.
- Best Practices: Tailor your message for each platform, maintain regular activity, and engage positively with followers.
- Caution: Privacy concerns are paramount. Be wary of sharing overly personal information and always check platform-specific privacy settings.
Memos:
- Basics: A memo, short for memorandum, is a brief written message or report used for internal communication in businesses.
- Advantages: Clear way to convey directives, decisions, or information within an organization.
- Best Practices: Keep it short and to the point. Clearly mention the purpose at the beginning and summarize main points.
- Caution: Ensure that memos, especially those containing sensitive information, are only accessible to the intended recipients.
Cellular Phones (calls and text messages):
- Basics: Mobile devices used for voice communication and sending short text messages.
- Advantages: Immediate two-way communication, useful for quick decision-making, and available almost everywhere.
- Best Practices: For business calls, ensure you’re in a quiet environment. For texts, keep them professional and concise.
- Caution: Be aware of potential eavesdropping in public places and always avoid texting while driving.
Two-way Radios:
- Basics: Handheld devices that allow for real-time voice communication over radio frequencies.
- Advantages: Ideal for environments requiring quick responses, such as event management or security operations.
- Best Practices: Use clear and concise language. Familiarize yourself with standard radio codes used in your industry.
- Caution: Radio communication can be intercepted. Avoid conveying sensitive or confidential information unless you’re sure the frequency is secure.
Understanding Social Media for Professionals
In today’s digital era, social media has transformed from a mere leisure activity into a potent professional tool. Platforms like Facebook, Twitter, LinkedIn, and Instagram have uniquely positioned themselves in the digital space, each catering to different audiences and purposes. For instance, while Facebook serves as a universal networking platform, LinkedIn is the go-to for business-related connections. The fast-paced nature of Twitter is perfect for bite-sized updates, and Instagram’s visually driven content appeals to a different audience entirely.
Advantages of Social Media
Understanding the advantages of social media can significantly amplify one’s professional journey:
- Diverse Audience: Almost everyone, from CEOs to casual consumers, uses social media. This diversity provides professionals with an unmatched reach.
- Branding Opportunity: Both individuals and companies can carve a niche for themselves, establishing a unique voice and positioning themselves as industry thought leaders.
- Real-time Engagement: This immediacy allows professionals to interact in real-time, whether for customer service, networking, or gathering feedback.
- Cost-effective Marketing: With strategic planning, one can witness considerable returns on investments made in social media campaigns.
Best Practices to Shine Online
To harness the true potential of social media, one must adhere to certain best practices:
- Platform-specific Content: Understand the strength of each platform. For instance, Instagram thrives on visuals, LinkedIn favors professional discourse, and Twitter values brevity.
- Consistency is Key: Regular posts not only engage the audience but also improve platform visibility through intricate algorithms.
- Engage Actively: Social media thrives on interaction. Professionals should always prioritize building relationships over merely broadcasting messages. Responding to comments and participating in relevant conversations can go a long way.
- Stay Updated: The ever-evolving nature of these platforms necessitates that one stays updated with the latest trends, features, and algorithms.
Proceed with Caution
While the benefits of social media are numerous, one should also tread cautiously:
- Privacy Concerns: Always think twice before sharing. Once content is online, erasing it is challenging.
- Handling Negative Feedback: Every platform has its detractors. Deal with criticism professionally and avoid unnecessary online spats.
- Know the Rules: Each platform comes with its set of guidelines. Staying informed ensures compliance and avoids inadvertent penalties.
- Time Management: Given its engaging nature, it’s easy to lose track of time on social media. Professionals should set clear boundaries to maintain productivity.
In conclusion, when navigated with understanding and caution, social media can be a powerful ally for professionals in various fields. It offers unparalleled opportunities for networking, brand building, and staying updated with industry trends. However, the key lies in using it judiciously and effectively.
Stop and Reflect
Think to yourself and/or discuss the concepts below with family and friends:
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Considering the highlighted advantages, best practices, and cautions associated with social media, reflect on your own professional journey. How have you effectively harnessed the power of social media platforms to your advantage? In which areas do you believe you could improve, and how might you address potential challenges or pitfalls in the future to ensure you’re maximizing the benefits while minimizing risks?
Journal Question – Class Discussion
Reflect on your response for the prompt below in relation to effective communication. Share your insights on communication technologies and how this can enhance interpersonal relationships and professional success. Share your reflections with the class and engage in a class discussion.
Prompt: Reflect on one of the communication technologies (email, social media, memos, cellular phones, or two-way radios). Dive deep into its key guidelines and best practices. How have these guidelines influenced your interactions using that technology? In what ways can adhering to these guidelines enhance effective communication in a professional setting?
Criteria |
Exemplary (4)
|
Accomplished (3)
|
Developing (2)
|
Beginning (1)
|
Purpose |
Strong voice and tone that clearly addresses the purpose for writing. | Appropriate voice and tone. The purpose is largely clear. | Attempts to use personal voice and tone. Somewhat addresses the intended purpose. | Demonstrates limited awareness of use of voice and tone. Limited evidence of intended purpose. |
Understanding |
Many interesting, specific facts and ideas are included. | Many facts and ideas are included. | Some facts and ideas are included. | Few facts and ideas are included. |
Conventions |
All grammar and spelling is correct. | Only one or two grammar and spelling errors. | A few grammar and spelling errors. | Many grammar and spelling errors. |
Reply |
Made two significant contributions to the class discussion. Highly supportive of others. | Made one contribution to the class discussion. Supported group members. | Attempted to contribute to the class discussion but was vague and unclear in the contribution. | Minimally involved. Offered limited support to classmates. |
Works Cited:
YouTube. (2015, September 5). Work and Social Media (in 2021). YouTube. https://www.youtube.com/watch?v=RSOYXObQhG8
