Understand how information and knowledge is communicated within an
organization Key information and knowledge requirements Company performance e.g financial data , sales figures , regional differences Staff information e.g. numbers , salaries , appraisal information , training and CPD needs Product knowledge e.g. compondents , how they are produced ow to carry out roles ,professional knowledge , sources of !know"how# Stakeholders e.g. shareholders , board members , directors , senior managers , operati$es . Communication systems %eeting ,briefings &whole staff, departmental, indi$idual' Presentations (mail )ewsletters *nter$iews, appraisals +iterature e.g .manuals ,booklets , notices ,raining sessions +etters Potentials barriers -erbal communication . tone , clarity , acti$e listening and focusing Clarity of written messag" readability , language , tone ,echnology . Poor connections , inappropriate use *nterpersonal relationships . personal conflict )on $erbal communication . /ody +anguage (quality and di$ersity , pre .0udgments , assumptions Understand factors that impact on workplace communication Value and Cultural factors +anguage Customs Sa$ing face Use of Technology Help ,o reinforce spoken message , to remind , to ensure written record ,o pro$ide additional 1$isial information e.g.graphs , presentation software 1slides Speed and efficiency inder *nappropriate 1 o$eruse of email !Death by PowerPoint ! 2$er reliance e.g. instead of face to face ,in e$ent of technology failure Policies and Procedures +egislation Charters Codes of practice e able to promote effecti!e interpersonal communication (ffecti$eness of own communication skills 3bility to contribute to meetings 4se of body language 5ritten communication skills 4se of *C, Theories of interpersonal communication 3ttribution theory , e6pectancy $alue model , uncertainty reduction model , social network theory "eedback from others 5ritten , 2ral 7ormal , informal Plan own personal de!elopment S%38, ,argets 2ral , written , electronic communication 3t meetings , presentations , etc 7ormal and informal 7eedback from colleagues and managers e able to re!iew communication within an organization Communications audit Communications systems and processes Policies and procedures Theories of organizational communication (.9 .3ttraction" selection .attrition framework , contingency theories , groupthink , social network theory *mpro$e workplace communications Plan .carry out analysis and act on the results Consensus Sur$ey ,raining 7eedback #easures to e!aluate *mpro$ed performance e.g . sales figures *ncreased staff retention e.g. staff turno$er *ncreased moti$ation e.g. producti$ity