Edward & Christie Company: Effective Workplace Communication Report

This report, prepared by a student, examines workplace communication management within the context of Edward and Christie company. It begins by defining communication and outlining its key components, including sender, encoding, channel, decoding, receiver, feedback, and context. The report then explores the principles of effective communication, such as clarity, attention, consistency, adequacy, proper time, and feedback, along with the concept of interactive communication. The analysis further delves into workplace collaboration, its benefits, different types of collaborative working, and essential collaboration skills. Furthermore, it discusses personal values, beliefs, and attitudes and their influence on workplace communication. The report identifies and evaluates common communication channels, recommending the most effective ones for Edward and Christie. It also addresses the impact of communication barriers and proposes strategies for overcoming them. The assignment concludes with an evaluation of the importance of communication in the workplace, emphasizing its role in achieving organizational goals, improving employee relations, and fostering a positive work environment. This report is a comprehensive overview of workplace communication, offering valuable insights into its various aspects and practical recommendations for enhancing communication effectiveness.

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UNIT 20030J
Student Name : P.H. Abeysundera
Student Number : CSCT20191434
Batch Number : QS32
Submission Date : 16/10/2020

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Table of Content
ACKNOWLEDGMENT ..........................................................................................PAGE 3
INTRODUCTION…………………………………………………….…..….….... PAGE 4
TASK 01(LO1.1 & 1.2) …………………………...…………………..………..….PAGE 5
TASK 02(LO2.1)………………………………..…………………..….…………..PAGE 11
TASK 03(LO2.2) …………………..…………….……………………...…….…..PAGE 16
TASK 04(LO3.1 & 3.2) …………………………………….…..………..…..........PAGE 20
TASK 05(LO4.1 & 4.2) ……………………....…...……………………..…..........PAGE 23
CONCLUSION ……………………………………………………………...……PAGE 28
REFERENCES……………………………………………....……………..….…..PAGE 29
List of Figures
Figure 01: Components of Communication process……………....……………..…………….…..PAGE 6
Figure 02: Oral Communication process……………....………………………..…………….…..PAGE 12
Figure 03: Electronic Communication process…………….....……..……..……………....….…..PAGE 14

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In preparation of my assignment I had to take the help and guidance of some respected persons who
deserve my deepest gratitude. As the completion of this assignment gave me such pleasure, I would
like to express my special thanks of gratitude to our lecture Mr. Buddhika Jayasinghe who gave
me this opportunity to do this assignment on the topic of “Workplace Communications
Management” which I came to know about so many things I am really thankful to them. Secondly,
I would also like to thank my parents and friends who helped me a lot in finalizing this assignment
within the limited time frame.

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In this assignment we are talking about workplace communication management. Here with we are discuss
our company’s (Edward and Christie) strategies, new plans for our company and how to balance our
communication properly each other’s and we plan to discuss effective communication, work collaboration
and their advantages / disadvantages and how to important it to our work place. Communication is thus a
network of interactions and naturally the sender and the receiver keep on changing their roles. Another
aspect of communication is the deployment of a code consisting of arbitrarily evolved symbols and the
determination of the appropriateness of their use in given situations, leading to the emergence of diverse
communication patterns. A number of factors come into play in shaping these patterns. In fact,
communication is often but not always momentary. At times communication is a cumulative process that
starts before the actual communicative event takes place and continues after it has occurred. Thus,
communication therefore must acquire a true perspective of not only the present requirements of the
situation but also its relationship with the past and its impact on the future.

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1. Identify as an employee of Edward and Christie company, the components of an effective
communication system and assess the influence of the personal values in workplace
communication. (LO1.1, 1.2)
❖ What is the Communication?
“communication between two or more persons wherein the intended message is successfully
delivered, received and understood.”
❖ Components of Communication process
Communication is a social process where two or more people share and share information. It is a two-
way process and does not happen instantly but over time. There are seven major components of the
communication process:
i. Sender
The sender is the individual who initiates a message and is called the communicator or source of
communication.
ii. Encoding
This is the process by which messages can be sent as thoughts or ideas. These symbols are words,
pictures, numbers, gestures, actions or sounds. The message must be encoded with symbols so that the
sender and the recipient receive the same meaning. That is the recipient can decode the message
correctly.
iii. Channel
A channel is a passageway a means of access for a thing a communication or an idea.
iv. Decoding
Decoding is the process by which the message recipient interprets its meaning. The recipients use their
knowledge and experience to interpret the message. Alternatively, Receiver can refer to a dictionary,
encyclopedia or higher authority. The receiver is started at the decryption stage. Communication can be
broken and misleading if the recipient’s interpretation of the message differently.
v. Receiver
The person receiving the message can be an individual, a group or an organization. Recipients may
recognize or do not recognize the encoded characters and try to decipher the intended message.
vi. Feedback
Feedback is defined as a return of information about a result or the returned portion of a process.

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vii. Context
Context means the setting of a word or event.1
Figure 012
❖ What is the effective communication?
“An Effective Communication is a communication between two or more persons wherein the
intended message is successfully delivered, received and understood.”
Effective communication takes on an additional meaning, whereby shared information contributes to an
organization's commercial success.
Principles of effective communications:
a) Principle of Clarity in Ideas - First of all it should be clear in the mind of the sender as to what he
wants to say. According to Terry the principle of effective communication is ‘first to fully inform
oneself.’ The clearer the thought the more effective is the communication.
b) Principle of Attention - The purpose of communication is that the receiver of information should
clearly understand its meaning. It means merely transferring information is not communication and it
is important that the receiver should understand it. This is possible only when the receiver takes
interest in the message and listens to it attentively.
1 Lecture’s note
2 https://courses.lumenlearning.com/wmopen-organizationalbehavior/chapter/key-components-of-communication/

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c) Principle of Consistency - This principle states that communication should always be consistent with
the policies, plans, programs and objectives of the organization and not in conflict with them. If the
messages and communications are in conflict with the policies and programs then there will be
confusion in the minds of subordinates and they may not implement them properly. Such a situation
will be detrimental to the interests of the organization.
d) Principle of Adequacy - The information sent to the receiver should be sufficient and complete in
every respect. Information more than the need or less than the need is harmful. In the context of
business incomplete information is dangerous. The sufficiency of information depends on the ability
of the receiver. If the receiver happens to be capable more information can be given with the help of
a few words. On the contrary, in case of a less capable receiver more details are needed.
e) Principle of Proper Time - The messages should reach the receiver whenever they are needed. Late
messages are meaningless and the utility of communication is ended. Hence, the message should be
sent before the actual need keeping in mind the time required for communication.
f) Principle of Feedback - It is essential for the sender of the message that he should know about the
success of the message. It means that he should see whether the receiver has understood the message
or not. Feedback is easily obtained in a face to face communication with the help of the facial
reactions of the receiver. In the written communication the sender can get the feedback by using
appropriate means.3
Interactive Communication -
“Interactive communication is an exchange of ideas where both participants, whether human, machine or art
form, are active and can have an effect on one another”. It is a dynamic, two-way flow of information.
Many forms of communication previously thought one-way, like books and television, have become
interactive with the rise of computers, the Internet, and digital and mobile devices. These developing
collaborative technologies, or new media, have rapidly increased the opportunities for interactive
communication across mediums, disciplines, cultures, social classes, locations, and even time. 4
3 https://www.yourarticlelibrary.com/management/communication/7-principles-of-communication-explained/53333
4 https://en.wikipedia.org/wiki/Interactive_communication

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❖ Workplace Collaboration
Collaboration in the workplace is when two or more people (often groups) work together through idea
sharing and thinking to accomplish a common goal. It is simply teamwork taken to a higher level.
Teamwork is often a physical joining of two people or a group to accomplish a task. Any form of
teamwork can improve quality and speed, organized workplace collaboration will heighten your overall
productivity even more.
In our company, benefits of the workplace collaboration,
Stronger teams
More knowledgeable and skilled employees
More innovation
Types of Collaborative Working:
A. Group brainstorming
B. Mixed-skilled teams
C. Open discussion
Collaboration skills of successful team member:
• Listen actively to the concerns of other members
• Analyze problems without assigning blame
• Follow through with commitment, meet deadlines, be reliable
• Forgive other members’ mistakes
• Give credit to other members for their contributions
• Maintain a positive attitude and sense of humor5
Principles of Effective Collaboration
• Positivity
• Trust
• Empathy
• Efficiency
• Accountability
• Clarity
5 Lecture’s note

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❖ Personal values in workplace Communication
Personal values, belief and attitudes:
As human beings, we all have our own values, beliefs and attitudes that we have developed throughout the
course of our lives. Our family, friends, community and the experiences we have had all contribute to our
sense of who we are and how we view the world. As community services workers, we are often working
with people who are vulnerable and/or who may live a lifestyle that mainstream society views as being
different or unacceptable. If, as community services workers, we are to provide a service that meets the
needs of our target groups and helps them to feel empowered, we need to be aware of our own personal
values, beliefs and attitudes and be prepared to adopt the professional values of our industry—and not
impose our own ideas on our clients.
➢ What are values?
Values are principles, standards or qualities that an individual or group of people hold in high regard.
Values can influence many of the judgments we make as well as have an impact on the support we give
clients. It is important that we do not influence client’s decisions based on our values. We should always
work from the basis of supporting the client’s values.
Our values come from a variety of sources. Some of these include:
• Family
• The workplace (work ethics, job roles)
• Educational institutions such as schools
• Religion
• Music
• Media
• Technology
• Culture
➢ What is a belief?
Beliefs come from real experiences but often we forget that the original experience is not the same as what
is happening in life now. Our values and beliefs affect the quality of our work and all our relationships
because what you believe is what you experience
The beliefs that we hold are an important part of our identity. They may be religious, cultural or moral.
Beliefs are precious because they reflect who we are and how we live our lives. 6
6 https://sielearning.tafensw.edu.au/MCS/CHCAOD402A/chcaod402a_csw/knowledge/values/values.htm

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➢ What is an attitude?
The word ‘attitude’ can refer to a lasting group of feelings, beliefs and behavior tendencies directed towards
specific people, groups, ideas or objects. An attitude is a belief about something. The attitudes that we feel
very strongly about are usually called values.
In the workplace we met different types of people. Like, cultural, religion, mentality etc. So, we know how
to respect everyone. We must respect their religion, their nation, and their various beliefs. It is also the
responsibility of the staff to make room for them.
Ex -: People of the Muslim religion go to the mosque every Friday according to their religion. So, if we can
get them to make time for its trough the office, it will also instill in them a love and respect for the office.
They also have satisfaction of working in an office.
Also, consult everyone without making individual decisions. And if we see our employee having a problem,
we need to focus on them and provide them with help as much as possible.

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2. Identify and evaluate the common channels of communication that could be used and analyze
the most effective channels that you recommend for Edward and Christie company. (LO2-2.1)
Channels of Communication
A message is sent through a medium or channel, which is the carrier of the communication. Selection of the
particular medium for transmitting the message can be critical, because there are many choices. The
medium can be verbal, nonverbal, written, computer-aided or electronic. For written media, an
administrator or other organization members may choose from memos, letters, reports, bulletin boards,
handbooks, newsletters, and the like. For verbal media, choices include face-to-face conversations,
telephone, computer, public address systems, closed-circuit television, tape-recorded messages, sound or
slide shows, e-mail, and so on. Nonverbal gestures, facial expressions, body position, and even clothing can
transmit messages. 7
7 COMMUNICATION IN THE WORKPLACE: GUIDELINES FOR IMPROVING EFFECTIVENESS, G.J.C.M.P.,Vol.3(5):208-213, ISSN: 2319 – 7285
(Lecture’s note)
VerbalNon-Verbal
Channels of
Communication Written
Computer-
aided
Electronic

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Verbal Communication – Verbal Communication, we can interpret this in another way. That is, “Oral”
communication. Oral communication is a process whereby information is transferred from a sender to
receiver usually by a verbal means which can be supported by visual.8
For Examples: conversations, individual conversations with each other, telephone conversations, speech,
presentation, staff meetings, personal discussion, street drama, interviews and etc.
Advantages of Oral Communication:
• Less Expensive.
- Benefits of oral communication is less expensive and saves money as
no stationary or gadgets are required.
• Save time.
- Merits of oral communication are that saves time, labor and energy as
it is direct, faster and personal.
• Immediate feedback.
- In Oral communication, immediate feedback or response is obtained.9
Figure 0210
Disadvantages of Oral Communication:
• No legality.
- Limitation of oral communication is that it has no scope from legal
point of view as there is no proof or evidence.
• Low reference value.
- As oral communication cannot be stored, it has little reference value.11
Written Communication - Written communication is most common form of communication being used in
business. A ‘Written Communication’ means the sending of messages, orders or instructions in writing
through letters, circulars, manuals, reports, telegrams, office memos, bulletins, etc. It can also be used as
legal evidence. It is time-consuming, costly and unsuitable for confidential. Written communication, to be
effective, should be clear, complete, concise, correct, and courteous. 12
8 Lecture’s note
9 http://articles-junction.blogspot.com/2013/08/advantages-and-disadvantages-of-oral.html
10 https://medium.com/@zarafshanasad11/verbal-communication-1cba3347ec71
11 http://articles-junction.blogspot.com/2013/08/advantages-and-disadvantages-of-oral.html
12 Lecture’s note