ILM Communication In The Workplace essay

Effective communication is an essential tool is obtaining high productivity, a strong working team at all levels throughout the business and a business that operates smoothly. If a leader spends time in developing clear and effective communication then trust with employees will build. I believe that there is a link between communication and motivation with staff. Good communication is an important part of my role as a leader to ensure staff feel motivated and valued in their job. This in turn can lead to increased productivity, output and staff morale.If employees feel they are valued this is empowering and leads to job satisfaction and a ighly motivated employee. If an employee feels undervalued then this will lead to lack of motivation and no drive. Effective communication also makes it easier for a leader to control and co-ordinate the business.

If employees can give feedback or feel involved in the decision making then as a leader it helps me with any decisions I may need to make. am able to make decisions on more accurate information from feedback from employees. It also reduces misunderstanding.An example of this could be Owo patients with the same first name in the waiting room. The nurse needs to have been informed of a atients full name to ensure the correct patient and patient notes are brought into the surgery. Effective communication can also improve relationships with our suppliers / contractors and reduce litigation by ensuring GDC standards are maintained within the dental practice. AC 1.

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2 Describe the stages in the communication cycle Effective communication is essential to the smooth efficient operation of a business.There are four stages to the communication cycle. The first stage is creating the message. I as a leader need to decide what the message is need to get across and what method it is best to communicate the message in. For example if it is a written format I need to ensure that the message is concise and clearly written.

If it is an oral medium then I must ensure it is clearly spoken. The second stage is transmitting the message. Once the message has been created it must be given to the receiver (employee. Examples of transmission could be as simple as a meeting with the employee or a telephone call – both orally transmitting the message. If the message is for a group of employees then the message could be transmitted in the form of an email or memo which is printed and handed out.

The third stage is interpreting the message. Once the employee has received the message they must then interpret what the message is telling or asking them. Generally the employee would read or listen to the message and analyse it in their head into a more meaningful and manageable message.The fourth and final stage of the cycle is response. Communication is a two way process. The employee must now respond to the message.

The response maybe verbal and immediate which is what would normally happen if the message had been transmitted face to face or a written response that either responds in detail to the initial message or just confirms receipt of the message. An example of the communication process in my work place is that not all staff work on the days our staff meetings take place. At staff meetings any important information, problems or changes are discussed.To ensure that all staff receive the message of what was discussed at the meeting and any outcomes produce a copy of the meetings minutes for staffwho missed the meeting but also to everyone who did attend. produce a document of bullet points of each topic with a brief outline of what was discussed or decided. I believe that this written communication is essential I feel it is important for all staff to nsure they have a written copy to relate back to in the future as a lot of topics can be covered in one meeting so it can be a lot to remember. ransmit this message by handing a copy out to each employee in person and getting them to sign a sheet to say they have received it. This is then filed in the surgery record book.

Staff are then encouraged to come to me if they do not understand something or if they have feedback on one of the points. At the start of the next staff meeting then we briefly discuss any problems employees may have with regards to the copy of last month’s meeting as they ould have had time to analyse the ‘message’ that was given to them in form Of the copy Of meeting minutes. AC 1.

3 Identify possible barriers to communication in the workplace.There are a variety of barriers to communication in the workplace. Some examples of these are: Technical breakdown – has the email sent? Poor timing – stressful situation? unclear message / use of jargon Cultural barrier past experience Hierarchy / sexism / personal views Wrong format Wrong target for message Lack of knowledge ‘Chinese whispers’ To explain a few of these in more detail I will use examples from within my orkplace.

We have one dentist in our workplace who we describe as ‘old school. ‘ He is very set in his ways and strongly believes that men are ‘higher’ than women.On most occasions unless requested by the female principle if as practice manager or one of the nurses ask him to do something he will refuse or point blank ignore the message. Therefore any message that needs to be delivered to him is very difficult. Poor timing is another barrier. Last year we have difficulty in work with our boss being involved in an accident. It was very difficult to get messages across to employees as it was a stressful ituation.

Some staff reacted efficiently to messages and went out of their way to help me take control of the business.Other staff members would ignore simple messages such as asking them to perform simple dental nursing tasks such as bleeding compressors weekly. This message had to be transmitted a number of times and in a number of methods (oral and written) before staff were willing to complete the task without being reminded. Cultural barriers are a barrier believe is becoming more of an issue.

With Britain becoming more of a mixed ethnical nation we are treating a lot more foreign nationalities. With this comes the breakdown of communication due to the language barrier.Patients cannot always understand what the dentist is saying to them. Getting consent for treatment can be difficult. As a practice we verbally explain treatment plans then get the patient to sign a written treatment plan. If a patient cannot understand us then we cannot get consent from them to continue with treatment.

Wrong target for message can sometimes be another common barrier within the workplace. Some messages within the practice can be solely aimed at the dentists rather than the team. An example of this could be changes in the way the practice will be ending dental referrals.Usually our staff meetings are for the whole team so if something aimed at just the dentists is discussed the other staff members may lose concentration and start talking.

This can distract the dentists so they do not receive the message clearly. AC 1. 4 Explain how to overcome a potential barrier to communication One problem we have consistently within my workplace is that a few of the nurses do not complete the surgery files. These files are a GDC requirement and consist of a few tick sheets that show the nurse has completed: Surgery sterilisation daily routine – TST stripDental unit water line test Changed the instrument bath and impression bath This message has been verbally discussed a number of times at staff meetings and in person with the nurses who aren’t completing the task. With certain staff not performing the task it is affecting the team as a whole as the nurses who are doing it feel that the other are not pulling their weight. This then brings the teams motivation down. A way to overcome this barrier is to put a personal development plan in place. The staff that are not completing the task can then be monitored.

Incentives for staff who complete tasks could then be offered. This would ensure that all staff are working towards their personal development plans. This in turn would then increase staff moral and team work.

Staff would also need to understand that what they aren’t doing is a legal GDC requirement and failure to complete the tasks means they risk losing their registration and would be unable to work. AC 2. 1 Describe the main methods of written and oral communication and their uses Written communication is communication by method of symbols which can be printed or hand written.It can be used to provide detailed information such as facts whilst giving a presentation. Written communication is formal, planned, detailed and official and in general carries more authority than oral communication.

It also provides proof of the transmission of a message. There is a wide range of written communication such as letters, emails, instant messaging and text messages. One use of written communication, and the one reason for written communication I believe is most important within a business is contracts/agreements.These are an important legal document and is one of the first communications an employee would receive from their employer. We have staff files that contain written documentation or that individual employee.

The files contain any letters to employees, the terms and conditions of employment, what their role is and what is expected of them and their contract. believe that this written communication is vital between the employer and employee. It outlines all that is expected of the employee, what the employer will give them in return (i. e. contract contains information on maternity / sickness etc.

any personal development plans and appraisals. It can also contain disciplinary and warnings. This written communication is important as it is proof that a message has been ransmitted. Oral communication is probably one ofthe most used forms of communication. Oral communication uses our voice to transmit a message either face to face or over the phone/skype/FaceTime and may be supported by visual aids.

Oral communication is more direct than written, is less formal, elicits a response of some kind and is more spontaneous. The receiver of the message will need to ensure they clearly understand what the message is.This means that both the sender and receiver need to use listening and speaking skills to ensure the message is clearly communicated. Oral communication can include staff meetings, personal discussions, informal conversations, phone calls, face to face talking and presentations.

One example of oral communication within my workplace which believe is our main method of oral communication is conversations. Staff have to verbally communicate to each other. They have to inform each other when patients arrive, if there are any problems or issues such as a patient running late to an appointment.Oral communication is essential to ensure a message is delivered immediately and staff feedback a message has been received by erforming the task such as when the reception inform the nurse a patient has changes to their medical history, the nurse then immediately informs the dentist before calling the patient into the surgery. AC 2.

2 Identify the main advantages and disadvantages of written communication Sometimes written communication is more effective than oral communication because the message can be delivered in the correct format for the receiver to understand and there is a reduced risk in miscommunication of the message.Main advantages of written communication include: Proof of message being transmitted and easy to relate back to Easier to resent complex messages If the written format is email or instant message this is free so is cost effective Message can be accepted better by the receiver than a face to face method Gets a uniform message across a team Brand awareness in poster/emails Accurate messages are communicated as time is spent to ensure correct message is communicated Delegate authority Risk of distortion of message is reduced Can be used as a method of control within a business For me believe that the most important advantage of written communication is the fact there is a trace / proof it has been transmitted. As a usiness a ‘paper trail’ is always important and reduces the risk of litigation. Whether the written message is in the form of a contract between employee and employer or a treatment plan to a patient, written paper trails to prove the message was given to the receiver is essential. If there is ever discrepancy that a staff member didnt know what was expected of them / what their role was, or that a patient didn’t know what treatment they were having done, if you have written confirmation then you have proof that you had transmitted the message to them.

Main disadvantages of written communication include:Can be expensive – use of paper/printer ink/pen Time consuming – uses time of both the sender and receiver Red Taoism takes time to get approval back or feedback It is a useless form of communication if someone is illiterate or can’t understand English for example Lack of flexibility – cannot be changed that easily or quickly sometimes Delay in decision making as it takes time for a response. Complexity of the vocabulary used may not be understood Lack of direct relation between the sender and receiver Dont know when the message had been received believe that in my workplace the main disadvantage of written ommunication is that we don’t know when the message has been received. Our main method of written communication between staff is ‘sticky notes’ which are put in the area of work the receiver works, i. e. y the computer in the surgery of the dentist who the message is for or on my desk as practice manager. The sender will not know when the receiver has read the message or if they have understood it. Especially as sticky notes are not that big so do not allow room for a lot of information.

I have on occasions been asked if I have received a message which was left on my desk and I havent. This is because sometime the sticky note has been moved or other things put on top of it. AC 2. 3 Identify the main advantages and disadvantages of oral communication Oral communication in recent Surveys is one Of the main methods of communication In businesses.The advantages of oral communication are: Message is received immediately – time saving Cost saving – no need for paper / pen ink Can be move efficient as oral communication can be more persuasive and controlling Immediate response / feedback to the message which means decisions can be made quicker Can be more suitable than written on ccasions as it is less formal Helps develop relationships Correction of errors in the message understanding can be resolved immediately Can be used to motivate staff and is more personal believe oral communication in motiving staff is vitally important to ensure a smooth running team that work together towards one goal.

Oral communication is more personal and can make employees feel valued by the employer. Positive oral communication such as good work girls’ can create a sense of job satisfaction and in turn increase output from staff. In contrast the disadvantages to oral communication are:No record of the message being delivered or received and nothing to relate back to Expense to the business as sometimes it can take a bit of time out of the working day to orally communicate a message Distortion / inaccuracy of the message if there is a language barrier or the message wasn’t clearly understood Limited use in that it isn’t suitable sometime for lengthy messages which contain a lot of detail No legal validity – if they are not taped then there is no fall back on what was said in the oral communication Can be seen as less important as written communication tends to come across more rofessional Body language can be misinterpreted For me the main disadvantage of oral communication is lack of legal validity.

If an important message needs to be delivered I believe it should not be done orally. The reason as to why a paper trail is needed is outlined in AC 2. 2 answer. AC 2. 4 Explain how non-verbal communication can influence the effectiveness of oral communication To understand how non-verbal communication can influence the effectiveness of oral communication it is important to understand what non- vernal communication is.

Examples of non-verbal communications are: Sounds (laughing)Posture (slouching) Hand gestures Facial expressions Body contact (shaking hands) Closeness Eye movements (rolling eyes or looking away) Appearance (untidy) We naturally reinforce, contradict or emphasize our oral communication with non-verbal communication. An example of this is if we congratulate someone we often do this orally with a ‘congratulations you did it! ‘ along with a happy smile and eye contact. The smile and eye contact reinforce our message. To elaborate on some of the main non-verbal methods have chosen a few which I believe in my workplace can influence the effectiveness or oral ommunication.

Body language is probably one of the main non-verbal methods. These can include eye contact, posture, and hand or body movements. Body language can positively reinforce the message but it can also conflict the message.If you maintain good eye contact during a conversation and there is open posture then both parties feel that the message is being effectively communicated and that there is interest from the receiver to understand the message. If the receiver continues to listen and provided positive feedback such as a nodding their head or verbal feedback such ‘yes, I understand’ or by epeating the message then both parties are aware the message has been effectively delivered and received. On the contrast if there is no eye contact, there is a closed posture and there is no or little feedback such as ‘uh-huh’ then this illustrated boredom or last of interest.

This will mean the message has not been received and will probably not be acted upon. Distance between people is also important. Distances can be broken down into three categories: intimate, personal and social.

Within the workplace if a person was in the intimate distance whilst communicating with another staff member or patient this would be seen as nacceptable. This situation would make the other person feel awkward and due to the stressful environment the person would feel they are in there would be lack of effective communication. To get effective communication within the workplace, depending on the situation then the personal or social distance needs to be used.Personal distance is considered the most appropriate for people holding a conversation. It is at this distance hand shaking can occur and the Other personals eye contact and expressions can be seen. Social distance can be good for impersonal business and is a distance used for people who are orking in the same room for example.

Speech needs to be louder compared to personal distance but eye contact can remain. AC 2. 5 Explain the value of feedback in ensuring effective communication To ensure that the receiver has understood the message in the way the sender intended them to it is important that the sender receives feedback. Feedback is also another form of effective listening.When the sender is delivering a message the receiver will show understanding by feeding back positive responses such as ‘l see,’ or ‘0k thats the issue I have. ‘ This shows understanding of the message. Generally if the receiver reframes the message by summarizing the key points it shows effective communication has been delivered and shows the message hasn’t been misinterpreted. Feedback can be interrupted in many different ways.

The main example staff would give of feedback is their annual appraisals or if they have had a disciplinary. However feedback is something we get on a daily basis within the workplace. Every time we communicate within work the way we speak to a person i. e.

the tone of our voice, the words used etc. communicates how we feel about that person or situation.We cannot help but give feedback.

Feedback can be invaluable as positive feedback or praise can motivate the team. Showing appreciation of a job done well and inspire other staff members to perform well too. Feedback can also help us learn and develop.

Using negative feedback can improve management methods and make the managing team more efficient. Feedback can help share ideas within the workplace and improve the way a task is done. This in turn can lead to a more productive team in the future and better output as a business. Finally feedback completes the whole process of communication and makes communication a continuous learning and developing cycle. AC 3.Assess own performance in a frequently used method of communication During my self-assessment of my communication performance within my work place I realize I use a variety of methods on a daily basis. Depending on the situation such as if I am communicating with an individual or the team will depend on what type of communication I would choose to use. My main method of communication to the team would bea combination of both oral and written communication.

As a practice we hold an hourly staff meeting every month. I have a meeting book which is kept as reception. All staff are able to write down anything they would like discussed t the next meeting. lso hold an open door policy by which staff can come to talk to me about anything they would like brought up in the meeting. At the staff meeting I chair the meeting to have control over what is discussed and to ensure that points are kept on track. The good thing about the meeting is that oral the whole team can communicate their opinions on the topics. At the end of the staff meeting I then produce a written document for all staff to keep. This outlines all topics discussed and the outcome.

All staff sign to say they have received and understood what was discussed at the eeting. For me this is important as it reduces legal litigation as there is a paper trail to show that all staff have been informed of any changes to procedures within the practice.The other advantage of this is that if any staff members missed the meeting then they get a copy of what was discussed so they are aware of any information they may need to know. Having the document means that the message is consistent across the team. I can also reference back to this if needed at future staff meetings such as if something still isn’t being done correctly. The disadvantage of this method is that for taff that did not attend the meeting there could be misinterpretation of what the written message is trying to get across.

If language is too complex then not all staff may understand the message. Also I am depending on the staff who missed the meeting to sit and read the document – I cannot guarantee they will do this.Finally as there is a mix of reception staff, nurses and dentists then there may be separate issues which needs to be addressed by each type of employee. Having a mixed meeting is good to bring the team together but having separate ones for nurses, dentists and reception staff ay lead to better feedback and communication as meetings can be catered directly for the employees. This may also lead to better communication in that the staff would concentrate more if all discussions affected them rather than topics that may only affect dentists for example.

AC 3. 2 Outline actions to improve own performance in communicating believe there is always room for improvement to develop as a person.I believe that we should always self-analyze ourselves in all aspects of our job. We will find ways to improve on all different aspects at different stages of our careers. At present feel have two ways in which could improve my erformance in communicating. The first way I could improve is to be more confident with my authority. As have ‘fallen’ into the role of practice manager sometimes find it difficult to ask (orally communicate) to staff if I am asking them to do something. As some staff don’t always listen to me I need to become more authoritative in the way I communicate with staff.

The second way I could improve is to release that a method of communication isn’t working.We have had a continuing problem with some nurses not tying the orange clinical waste bags when they are full. Weekly, the clinical waste ollector has complained about the bags not being tied. This has led to on some occasions him refusing to take our waste. Also we have had problems with some girls not completing the surgery folders daily.

We have discussed this issue in detail at practice meetings and handed out written confirmation of this. We have also detailed tying the bags in the surgery closing down procedure. Finally I have also spoken to the girls who aren’t tying the bags or completing the folders on several occasions but still they do not always do it.

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