NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II

WORKPLACE INTERACTIONS

NBWU 2082
19/12/18 WORKPLACE COMMUNICATION SKILLS
INTRODUCTION
¨ The number one workplace fact of life is that you
have to get along with everyone you work with.
¨ Whether it’s the CEO, your supervisor or your
cubicle mate, you must interact pleasantly,
effectively, and appropriately.
¨ “Getting along” does not mean just keeping quiet
and doing your job.
¨ Today’s employees are required to be active
participants in the workplace.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18
 KEY IDEAS

Interpersonal Communication Skills Counterproductive

(Concerning or involving
relationship between people)
(A process that hinders the
(The ability to read, write,
production of something; work
listen, and speak effectively)
that goes against the set goal)

Proactive
(Taking the initiative by acting rather
than reacting to events)
Employee Empowerment
(A management philosophy that gives
employees more opportunities to generate
new ideas, solve problems, and make
decisions)

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

WORKPLACE INTERACTIONS
¨ It is not what you say, it is how you say it.
¨ Your coworkers will be more receptive of what you
have to say when you take care to deliver your
message appropriately.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

TOOLS OF THE TRADE

1. Be a “strong” listener
• Your fellow employees will be interested in your ideas
when you show genuine interest in their ideas – it’s a two
way street.
2. Check your body language
• A smiling face and open posture convey interest, while
crossed arms and frown send negative signals.
• Lean forward and make eye contact as often as possible

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

TOOLS OF THE TRADE

3. Use “I” language

• Use of the word “you” to point out problems puts
people on the defensive.

4. Validate the other person’s ideas

• Show others that you understand and respect what
they are saying.
• Validation helps minimise conflict and encourages
other to be more receptive to what you have to say.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18
TOOLS OF THE TRADE

5. Use the same medium

• Communicate in the medium favoured by the other
person.
• If a coworker prefers to use email, email them.

6. Be mindful of what you put in writing

• It is important to remember that written communication is
permanent.
• Whether you are writing an email, memo, or letter,
make sure your tone is friendly and professional.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18
TOOLS OF THE TRADE

7. Avoid using profanity and

derogatory terms
• It should go without saying, but some people
forget that using offensive language is the
quickest way to turn someone off.
• Many businesses have specific policies against
suing offensive language in the workplace.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

WORKPLACE INETERACTIONS
¨ When you feel good about your relations with
others, you will not only do your job better, you will
find it more satisfying.
¨ Being aware of counterproductive behaviours that
make your job difficult, and anticipating ways to
prevent them, will improve your workplace
interactions.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

The Importance of Getting Along
1. Keep conflict to a minimum

• Focus on finding solutions to the problems encounter with other people

instead of trying to “win” or concentrating on personal differences

2. Avoid power struggles

• Instead of proving to a coworker or supervisor that you are better,

smarter or more deserving of authority, work on how you can help each
other achieve common goals.

3. Be proactive

• Watch for problem that could hinder workplace relationships. Head them
off before they become unmanageable.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

The Importance of Getting Along

4. Avoid gossip

• Avoiding gossip will save your time and

emotional energy.

5. Work as a team

• Nothing more valuable to an employer than a

person who is willing to minimise personal
interest in order to achieve common goal.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

INTERACTING ON DIFFERENT LEVELS

¨ Different workplace relationships call for flexible

communication skills.
¨ You manner towards a supervisor, for example, will
most likely differ from the way you communicate
with a coworker or with someone who reports to
you.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

INTERACTING ON DIFFERENT LEVELS

• In some traditional workplace, employees are

expected to keep their mouth shut, take orders
from above, and do their jobs
Adapt to your • In modern workplaces, employees are expected
environment to be creative problem solvers, and work as a
team to achieve common goals.
• In this environment, there is a two-way
communication between employer and employees.

• Showing respect to every person you interact with in

the workplace is vital.
• It is not unusual to show even more respect to a
Be respectful supervisor.
• Use “Ms.__”, “Dr___”, “Sir” and “ma’am” according to
how the person wants to be addressed.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18
INTERACTING ON DIFFERENT LEVELS

• When workers know that their abilities

and contributions are valued, they feel
Practice “employee motivated and willing to contribute.
empowerment” • Share responsibilities and encourage
ideas from coworkers and those who
report to you.

• Casual conversation is more appropriate

when shared among coworkers.
Adjust your conversation • Conversations with superiors should mainly
be work related.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

ADDRESSING PEOPLE
¨ Terms of address for MEN
¤ Encik (first name) : Encik Ahmad, Encik Jusoh
¤ Tuan Haji (first name) : Tuan Haji Bakri

¤ Mr (surname) : Mr Chan, Mr Lim

¤ Mr (first name) : Mr Jeya, Mr Siva

¤ Mr (surname) : Mr Wynker, Mr Adams

¤ Dato’ (first name/surname) : Dato’ Ismail, Dato’ Yeoh

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

ADDRESSING PEOPLE
¨ Terms of address for WOMEN
¤ Puan/ Puan Hajjah (first name) – married: Puan Khadijah
¤ Cik (first name) – single: Cik Azila

¤ Mrs (surname) – married: Mrs Low, Mrs Paul, Mrs Adams

¤ Miss (surname) – single: Miss Yong, Miss Adams

¤ Miss (first name) – single: Miss Annabelle, Miss Rajeswari

¤ Datin/ Dato’ (first name/surname) – single/married

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

Activity
¨ How would you address these men and women?
1. Chan Ah Keong
2. Jusoh bin Mohamad
3. Paul Gopanathan
4. Peter Stout
5. Alvin Lim Wee Meng
6. Lee Siew Teng (single)
7. Nor Baizura (married to Jusoh)
8. Jeyanti Sivanagam (married to Paul Gopanathan)
9. Lina James (married to Peter Stout)
10. Annabelle Ong (single)
11. Lim Li Chen (married to Chan Ah Keong)

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18

CONCLUSION
¨ Effective communication comes with knowing
yourself and knowing your surrounding.
¨ People skills are at the heart of business etiquette.

¨ Having the necessary skills will help you build a

positive image.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 19/12/18