PURCOM Communication for Work Purposes

Question 1

are necessary for the development of self-advocacy and self-
determination for a lifelong success. They are how we give and receive information and convey our ideas and opinions with those around us

Answer 1

Communication Skills

Question 2

is the process of sending and receiving wordless messages. Consider
the following seven types of non-verbal signals and cues we often use to communicate our interest in and to others.

Answer 2

Nonverbal Communication

Question 3

Unlike some forms of non-verbal communication, facial expressions are
universal. They convey countless emotions without saying a word. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.

Answer 3

Facial expressions

Question 4

The way we move and carry ourselves communicates a lot of
information to the world. This type of non-verbal communication considers how our perceptions of people are affected by the way they sit, walk, stand up, or hold their head. This includes posture, bearing, stance, and subtle movements.

Answer 4

Body movements and posture

Question 5

This is the way we wave, point, plead, and often use our hands when we are
speaking in an animated way. The meaning of gestures can be very different across cultures and regions. It is important to be careful with our gestures to avoid misinterpretation.

Answer 5

Gestures

Question 6

is an especially important type of non-verbal communication. The
way we look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact helps maintain the flow of conversation and assesses another person’s response.

Answer 6

Eye contact

Question 7

Touch communicates a great deal. A firm handshake, timid tap on the
shoulder, warm bear hug, reassuring pat on the back, patronizing pat on the head, and controlling grip on arm are examples of haptic communication.

Answer 7

Touch (Haptics)

Question 8

This non-verbal communication refers to physical space. The need
differs depending on the culture, situation, and closeness of the relationship. We can use physical space to communicate many different non-verbal messages, including signals of intimacy, aggression, dominance, or affection.

Answer 8

Space (Chronemics)

Question 9

We communicate with our voices, even when we are not using words.
Non-verbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements. When we speak, other people “read” our voices in addition to listening to our words. These non-verbal speech sounds provide subtle but powerful clues into our true feelings and what we really mean. The tone of voice can indicate sarcasm, anger, affection, or confidence.

Answer 9

Voice (Paralanguage)

Question 10

happens when a complete message is sent and fully received and
understood by an audience. Good communication is about getting the right message to the right person in the right medium at the right time. Depending on the nature of the message and audience, the audience may then have the opportunity to engage in a productive discussion of the message.

Answer 10

Effective communication

Question 11

Elements to Achieve Effective Communication

Answer 11

• The message must be clear, concise and complete (KISS - keep it short and simple).
• The content of the message must be factually accurate.
• The message can be a mix of factual and psychological aspects to give the message its full impact; rather than just dry facts or overly emotional in style.
• The message should be relevant to the concerns of the audience.
• The language should be appropriate to the audience and communication medium. Avoid technical jargon unless talking to another professional.
• The message should be positive and focused on solutions rather than listing problems.
• The language should invite appropriate participation and engagement.
• The message should use the right medium for the intended audience, the context and the desired response.
• The message should pick the right person/stakeholder to send it out.
• The message is sent at the right time to enable the audience to have time to understand and act on the message.

Question 12

develops the content of the message. In the process, the sender decides on the medium (written or spoken) and the format (such as email, letter, leaflet, meeting, talk, press release, presentation, podcast.). The sender then transmits the communication by the relevant communication channel (such as presenting at a meeting of the heads of department, producing printed material, announcing on a website or in the press). The message then reaches the audience.

Answer 12

Sender

Question 13

Before Communicating:

Answer 13

 Well prepared message and arguments
 Has full knowledge of the message
 Has full understanding of the message

Question 14

Delivering the message

Answer 14

 Confident including positive body language and communicating
with energy
 Uses facts and well-founded opinion, not rumor; is honest
 Concise
 Articulate and/or uses persuasive writing skills
 Focused on solutions not problems

Question 15

Responding to the
recipient

Answer 15

 Understands the recipient’s point of view
 Actively listens to the response
 Confidently defends the message
 Is prepared to ask clarification
 Is flexible in developing a solution (collaborative not competitive)

Question 16

ensures that you are being heard. You can then influence your environment according to your own goals and requirements. If you do not get your message across effectively, others will not know or understand your needs.

Answer 16

Good communication

Question 17

are just as important as communication skills in delivering message. This allows full understanding of the other party and what their response is to your point of view. Good listening is vital for building strong relationships. To be a good listener means to fully understand and constructively respond to what the other party is communicating.

Answer 17

Listening Skills

Question 18

is any document that provides steps or gives instructions to carry out
tasks that contains technical details. All workplaces use documents to record their business activities. Some documents need to be completed as part of government acts or regulations, while others are developed to ensure the efficient delivery of services and products to customers. It is important to know which workplace documents, records and forms you will be expected to complete as part of your job. There are many different types of workplace documents.

Answer 18

Workplace Document

Question 19

come in all sorts of formats. It can be a simple phone message to an email or a short message left for a work colleague. Whatever the format, it is important to be sure that people’s names are spelled correctly, that phone numbers or other figures are written down correctly. It is also important to mark on the “message” the time and date as well as who is leaving the message. Above all, it is vital that you use clear and neat handwriting.

Answer 19

Messages

Question 20

is a workplace document that sends information to people in your organization about a work related topic. Most messages of this type are sent by email, but in some instances a hard copy of a memorandum is distributed to staff members.

Answer 20

Memorandum

Question 21

is a list of topics that are planned to be discussed at a meeting. It is used a guide to the Chairperson of a meeting, to keep the meeting “on track”. The minutes of the meeting are the record of the matters that are discussed during a meeting. They are a “formal” record of what took place in a
meeting.

Answer 21

Agenda and Meeting Minutes