Communication Skills at Work

By Ingeborg Madsen Sveen

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You would probably wear different clothes at a job interview than at home watching Netflix,

and you would act differently from what you would during a normal conversation with friends.

Different situations involve different expectations, and therefore you adjust your appearance

and behaviour. The same goes for communication. When talking to your grandparents, you

most likely avoid slang and English expressions. When writing an essay in your English class,

you choose different words and ways of spelling from when you communicate in a computer

game. These examples illustrate how the way we communicate often changes depending on

whom we interact with. But what is communication? And why is communication important at

work?

Communication and communication skills – what do the terms mean?

Communication is a term that refers to sending and receiving information. This process tends

to involve two parts – a sender and a receiver – who share information and give each other

feedback. You communicate with people daily, both in real life and through social media. On

social media, you use written and visual elements such as emojis and punctuation to disclose

your feelings. In conversations, on the other hand, you use both verbal and non-verbal

Questions before reading: • What is typical of the way you communicate with your friends? How is this different

from the way you should communicate at work? • How important do you think communication is in the occupation you are aiming for?

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communication. Verbal communication involves the words you say and how you say them.

Non-verbal communication is gestures, facial expressions and body language that affect the

information you share with others.

Whenever you communicate with someone, your communication skills are important. The

term skills refers to your expertise or ability to do something well. Communication skills are

different strategies for sharing information and ideas with others in a clear and effective way.

At work, you might use different strategies from when you communicate with your friends.

Because communication skills are important in any occupations where you interact with

others, some people argue that good communication skills are the key to career success.

Professional communication

When you are at work, you are in a professional

setting where you should be service-minded

and able to transfer information effectively to

both colleagues and customers. Good

communication with colleagues is essential for

co-operation and in order to solve potential

challenges or conflicts. If you have a job where

you need to understand instructions, an

important communication skill is asking

questions. You may worry that asking too many

questions will make you seem unprofessional,

but in most cases it actually makes you seem

more interested and eager to learn.

When communicating with customers, clients or

patients, you must show respect and be patient

even when you are having a bad day. This is an

important part of being a professional. Being an

active listener is also an important

communication skill, as you need to understand

what the customer wants in order to make him or her satisfied.

Top 10 Communication Skills at Work

1. Adjust your language to the situation.

2. Ask questions to check whether you have understood correctly.

3. Develop and use a vocational vocabulary in English.

4. Communicate your message clearly and concisely.

5. Be aware of your body language and express a positive attitude.

6. Show empathy and respect – even if you don’t agree with the customer or co-worker.

7. Be an active listener and pay attention to others’ body language and feedback.

8. Give advice based on professional knowledge and express it with confidence.

9. Know which communication medium to choose: e.g., should you call or should you send an e-mail?

10. Use polite phrases when speaking English at work, such as “How are you?”

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What is the best communication medium?

When communicating at work, you should know whether oral (spoken) or written

communication is the best medium – or channel – for communication. Oral communication

occurs in spoken conversations, at meetings or by telephone. These situations offer two-way

communication where you can get constant feedback from the other person. This is the best

medium when you need to reach a mutual understanding through discussion. Oral

communication can also make it easier to develop a closer relationship and to avoid

misunderstandings.

Written communication like e-mail or text messages can, on the other hand, be a better option

if you don’t need instant feedback. E-mail is a common tool for communication at work in

cases where you need to distribute information to many people at once or if you need to give

detailed information.

Choosing the right medium depends on the situation. If you want to remind customers of their

hair salon or garage appointments, written communication is the best option because you do

not need instant feedback. As oral communication enables feedback, it is the best option for

an electrician discussing lighting plans with a client or a health care assistant informing

patients about their illness.

What should you be aware of when you communicate at work?

When you communicate with colleagues or customers at work, it is important that they

understand the information in the way you intended. Conveying a message to other people

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might sound simple. However, several factors affect how the receiver interprets or decodes

your message.

1) Adapt your language to the situation

Firstly, how much the receiver understands depends on the language you use, especially

whether the words and expressions are familiar to the receiver. If you use, for instance,

professional terms such as hemiparesis, carburettor, Gantt charts, molecular gastronomy or

projection angles, the customer or client will probably fail to understand the intended

message. An important communication skill in many occupations is therefore to adjust the

language to the situation. You should use professional language with colleagues and a more

understandable language with customers or clients. To express yourself as clearly as possible

in a professional setting, you should also avoid filler words like “uhm”, “you know” and “like”.

In addition, many of your customers or colleagues might not speak Norwegian. This makes it

necessary to develop a vocational vocabulary in English. In this manner, English terms become

a part of your professional language. When speaking English at work, you should also try to

use polite phrases like “How are you?”, “Could you give me a minute?” or “Sorry, I didn’t quite

catch what you said. Could you repeat that?”

2) Non-verbal communication: mind your body language

Secondly, non-verbal factors such as facial expression, eye contact and body language affect

how people interpret what you say. If you say one thing but your body language reveals

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something else, you will not appear trustworthy. In order to get your message across, your

words and your body language should be in alignment.

When you communicate with customers, their impression of you as a person is part of the

service you provide. Both facial expressions and eye contact are important in this respect.

Whether you smile or frown while speaking affects how the customer interprets the

information. Maintaining eye contact is considered polite while your message might be

perceived as less clear and reliable if you avoid it. Body language involves these things, in

addition to gestures and posture. A confirming nod shows empathy and agreement and is an

example of positive body language. Looking at the ground, on the other hand, will make you

seem shy or uninterested. Imagine coming into a hair salon where the hairdressers sit on a

sofa with folded arms, preoccupied with their mobile phones and looking at a new customer

with furrowed brows – this would give the customer a negative first impression. When you

are at work, you need to be aware of your body language and that the words you say are only

a part of the message you are sending. It is also important to pay attention to the non-verbal

signals you receive from others.

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3) Intercultural communication

A workplace is an arena where people with different backgrounds, statuses and cultures meet,

and this affects how you are expected to communicate. Many workplaces consist of a

hierarchy where the manager has a higher status than the staff. Norwegian workers are

usually on a first-name basis with their boss, whereas you may be required to address your

manager as “Sir/Madam” or “Mr/Ms” if you work in Britain.

The national culture can also affect work-related communication in other ways. In Norway, it

is considered polite to greet with a firm handshake both when arriving and parting. However,

this is not common in all cultures. Singaporeans tend to prefer looser handshakes while

Indians often greet with a nod or bow. Some cultures even avoid handshakes between men

and women due to religious influence. Culture also affects whether eye contact is appropriate.

Europeans and Americans consider it respectful, but many Asian and African cultures interpret

eye contact with a superior as a sign of disrespect. These are examples of how communication

and culture intertwine, and you should be aware of potential differences if you engage in so-

called intercultural communication at work.

Employers seek workers who have the ability to communicate clearly and who are service-

minded, polite and attentive to their customers. However, the communication skills you need

at work may vary in different occupations. Below, you can read about how three professionals

describe important communication skills at their workplace.

Communication at work – through the eyes of three professionals

Ahmed – a health care assistant

As a health care assistant in a nursing home, I work closely with people throughout the day.

When I talk with patients and their next of kin, I focus on showing empathy, respect and

tolerance. I need to be professional, meaning that I show professional know-how, uphold

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confidentiality, and distinguish between being personal and being private. Being personal, like

showing interest in what the patient says and relating it to my own life, is part of establishing

a good relationship. However, even when I know a patient well, I avoid private topics such as

trouble at home or annoying colleagues.

I’m always busy at work and don’t always have the time to talk to patients for as long

as they would like – but I try to give them as much time as I can. The patient should be at the

centre of our conversations and I try to adjust to the client’s needs and abilities. For example,

I need strategies for how to communicate with people with disabilities. I sit down when I talk

to patients seated in a wheelchair to be on the same eye level as they are. When speaking to

patients with dementia, I use short and simple sentences. I hope this makes it easier for them

to understand me and feel respected.

In my job, physical contact is a part of the communication as well. For many patients,

body contact – like placing your hand carefully on the patient’s shoulder – can increase the

feeling of safety. However, I always read the patient’s body language to check whether they

feel comfortable. My patients are from all kinds of backgrounds and cultures, and I need to

respect that some of them don’t want any physical contact that isn’t strictly medical. It’s also

important that I’m able to speak English with patients who don’t speak Norwegian well. That’s

not a problem for me, as English was my favourite subject in school.

Morten – a car mechanic

Car mechanics must have the knowledge to inspect, diagnose and repair most cars on the

market today, but we also need good oral and written communication skills. Firstly, I have to

write reports where I describe the repair work that needs to be done on a car in a detailed yet

understandable way. Secondly, I need to understand instructions from colleagues or suppliers

on how to install a part or perform a new procedure. Many car mechanics also talk with

customers on a daily basis. My main task is to explain to the customer what’s wrong with the

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vehicle and what needs to be done to repair it. Good English skills are important for all parts

of communication at work. I have colleagues and customers I need to speak English to, and

instruction manuals and computer software are usually in English.

When I talk to customers, I have to make sure that they actually understand the

information I give them. Reading the customer’s body language and asking questions to check

their understanding are important. Many of my customers don’t know much about cars and I

often need to explain complicated technical terms in an understandable way. For example,

coolant and battery might be familiar terms, while problems with the fan belt or carburettor

are more difficult to understand. In these cases, I must be able to explain the cause of the

problem and the steps required to fix it without using too many technical terms. By adjusting

my language to the customers, I hope I can give them the assurance that we will fix their car

properly. This might increase the chance of their coming back to the business the next time

their car needs repair work.

Camilla – a hairdresser

Hairdressers work with clients all day long and good communication is an important part of

our job. I always start off by asking the customer open-ended questions like “What would you

like to do with your hair today?” When they have explained what they want, I ask follow-up

questions to check that I have understood them correctly. I sometimes use pictures to support

our understanding. It’s important that I read their body language in this process and that I

avoid “hair language” like balayage or volumized pixie. I often get customers that I have to

speak English to, so I have to know basic hairstyling terms in English and feel comfortable with

speaking English for an entire session.

During the hair cut or colouring session, small talk is important to make the client feel

comfortable. As a hairdresser, you should ask questions about the client’s life and interests

and listen actively. I try to keep up with current events, sports and what’s trending, in order

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to have topics in mind. Then I try to express with my body language and reassuring nods that

I find the conversation interesting. However, you also need to be able to understand whether

the customer actually wants to chat for the entire session. Everyone is different, so I adjust

the way I communicate to suit the needs of each new person in the chair. Either way, having

good communication skills is crucial to make sure that the customer returns to your salon.

TASKS

1 Learning strategy Make a mind-map with important key words from the text and explain important terms. You can use the picture below as a starting point.

2 Understanding the text a) What does “communication skills” mean? What are examples of important

communication skills you need at work? b) Communication at work can involve both oral and written communication. When would

conversations or phone calls be the best option in the job you are aiming for? When would e-mails or text messages be the best option?

c) Emojis are a part of our written communication. How do you interpret the emojis in the picture below, and when do you think they should, or should not, be used?

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d) Why is body language an important part of communication? Give examples of what kind of body language you should avoid at work, and explain why.

3 Communication skills in your future job a) Which communication skills do you believe are the most important in your future job?

Rank the skills listed in the box from 1 (= most important) to 8 (= least important) based on their importance. Give reasons for your opinion.

b) Compare your list with another student’s list and discuss the similarities and differences in your rankings.

c) In this text, you have read about how three professionals describe the importance of communication in their occupations. Write one or two paragraphs where you describe the importance of communication in the occupation you are aiming for, and which challenges you might face.

4 Discuss with a learning partner Below are descriptions of three different situations where you need good communication skills. Discuss with a learning partner what you would do in each situation. Case 1: You have been ill during the weekend and decide that you can’t go to work on the following Monday. What is the most appropriate way of contacting your boss: to call, to send an e-mail or a text message, or to use social media? If you choose a written medium, would it be appropriate to use emojis? If so, what kind of emojis are acceptable to use when you communicate with your boss? Case 2: You have a job where two people are needed at work during the morning shift to make sure you have enough time to deal with both customers and new deliveries. However, your colleague is always late for work. This is starting to bother you, as you always have to do more of the work. Your colleague gets the same wage as you, even though she works up to one hour less every day. How would you solve this situation? Case 3: You are responsible for training two new employees. One is a Polish man and the other is a woman from Iran. You quickly find out that their Norwegian skills are limited, and that you have to use English in order to communicate with them. What should you be aware of when you communicate with and train these new workers? What kind of challenges can cultural differences pose in this case?

• Being an active listener • Being clear and concise • Appearing positive through

nonverbal communication like body language and facial expressions

• Being friendly • Giving and receiving

feedback • Asking questions • Using words or phrases that

the customer understands • Offering advice

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5 Politeness – a part of your English communication skills People in English-speaking countries are often seen as very polite. Norwegians, on the other hand, are not as used to polite phrases. Look at the expressions and phrases below and discuss what the best Norwegian or English translation would be. What is the main difference between the Norwegian and English expressions? Afterwards, discuss why politeness is important at work and how you can try to include polite terms and phrases when you communicate with customers.

Hæ? I’m afraid I can’t make it. Excuse me, where’s the bathroom? May I have a glass of water, please? Takk for sist. Could you give me five minutes, please? Du? Hello, how are you?

6 Intercultural communication In today’s global society, understanding how culture affects communication is an important communication skill. In your future job, you may work with colleagues from different cultures or have customers from other countries. a) Study the cartoon below. Which intercultural communication challenges does the

cartoon illustrate? b) Have you ever experienced challenges in intercultural communication? If so, how did you

solve the challenge? If not, in which cases do you think this might happen?

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c) If you had to choose, in which country would you like to take part of your education or training? How would you need to adapt your communication style to the culture in that country? Research how people in the country of your choice tend to communicate when it comes to greetings, communication style, body language and personal space. Compare this with what you think is typical for Norwegian culture. Present your comparison in a 5-to-7-minute-long oral presentation or a sound file. In your research, you can make use of these resources: https://culturalatlas.sbs.com.au/countries or https://www.kwintessential.co.uk/resources/guides/?fbclid=IwAR3vELhv9eiV8msDBhSKu8hTFlEocmSKBMP-aminabvIu1yyKlLrCCU60Dg

Photos Izusek/Getty Images front page, g-stockstudio/Getty Images 1, jameslee1/Getty Images 3, vm/Getty Images 4, SIphotography/Getty Images 5, FangXiaNuo/Getty Images 6, Mlenny/Getty Images 7, leaf/Getty Images 8, Getty Images 9, Global Integration 11