Communication Characteristics Of Effective Workplace Communication Elc3203 1

Copyright © The Hong Kong Polytechnic University 2009
The Characteristics of
Effective Workplace
Communication
ELC3203

Contents
• Introduction
• Language Register
• Appropriacy
• Questions on Characteristics
• Getting to the Point
• Style
• Clarity
• Accuracy
• Answers
• Text Types 1 2 3 4 5 6 7 8
• Language Features
• Spoken and Written Language Formality

Introduction
Although Hong Kong is very much a Chinese city, it has
always played host to business people and professionals
from a wide range of countries. The majority of these
people speak English, the most important medium of
international business communication.
This means that in the course of your professional duties
you will often need to use English to interact with expatriate
colleagues in your own company, and with business
associates and clients working for other organisations (both
in Hong Kong and overseas). Indeed, research has shown
that the higher a person rises in their profession in Hong
Kong, the more they will need to use English for various
purposes. Clearly, then, the ability to communicate
effectively in English in professional settings is an important
asset for anyone who aspires to a successful business
career in Hong Kong.

Unit Organisation
This unit is divided into three sections:
• The characteristics of workplace
communication
• Employers and their expectations
• Developing job-seeking skills

Language Register
In business English it is especially important for you to be able to use
the correct register of language. Here are three descriptions of the
same machine.
Read the descriptions, and decide which one is conversational, which
for professional purposes and which academic.
A. Well, it’s a machine that sort of looks a bit like a box with a kind of
screen on top. And you use it, well, you know, you use it to send things
to people, like documents and stuff. Oh yeah, and it's often grey or
beige in colour and has buttons for dialling too.
B. This is a machine which has been developed in order to facilitate the
instant transmission of documents for any purpose, though it is
particularly used in commercial settings. It consists of a base unit which
normally has a rectangular shape and a sloping top into which a small
screen and dialling buttons are incorporated.
C. This machine is designed to help you send documents quickly and
easily. It is light-weight, portable and user friendly in design with touch
buttons for dialling and a simple display screen.
Look at the language in these three extracts. How is it different in
each?

Language Register
Read the descriptions, and decide which one is conversational, which
for professional purposes and which academic.
A. Well, it’s a machine that sort of looks a bit like a box with a kind of
screen on top. And you use it, well, you know, you use it to send things
to people, like documents and stuff. Oh yeah, and it's often grey or
beige in colour and has buttons for dialling too.
B. This is a machine which has been developed in order to facilitate the
instant transmission of documents for any purpose, though it is
particularly used in commercial settings. It consists of a base unit which
normally has a rectangular shape and a sloping top into which a small
screen and dialling buttons are incorporated.
C. This machine is designed to help you send documents quickly and
easily. It is light-weight, portable and user friendly in design with touch
buttons for dialling and a simple display screen.
Conversational and informal
Academic – long, uses passive voice, formal
Professional – ‘You-centered’, highlights benefits to the user

Appropriacy
To be able to achieve the aims of using language
for professional purposes, and operate efficiently
in professional settings you will need to master two
features of language in particular:
• The appropriate use of language
• The differences between spoken and written
language
You will learn about these features in this and the
following units.

Spoken vs. Written
Spoken and written language tend to differ from one
another in various ways. Here are some features of spoken
and written language. Organise them into the correct boxes
below.
Contains contractions
Uses more complex grammar
Greater use of subordinating
conjunctions
More slang or colloquial
language
Greater use of passive voice
More incomplete sentences
More formal
Uses simple vocabulary
More personal style
More change of topics
Less formal
More phrasal verbs
More repetition
Less structured
Longer sentences

Questions on Characteristics
What are the characteristics of workplace communication? Read the text and
then answer the questions.
According to the text:
1. What three adjectives are used to describe effective workplace
communication?
a.
b.
c.
2. Why does workplace communication need to have these characteristics?
3. How can a clear and concise style be achieved?
4. What are the three features essential to effective workplace
communication?
a.
b.
c.
Would any of the above be difficult for you to achieve? Why? (See Answers)

Getting to the Point
Workplace communication: getting to the point quickly – and
courteously
As with any form of communication, it is the purpose and the audience
which determine the nature of workplace communication. Academic
communication, for example, has as one of its main purposes the
communication of information and arguments between students and
staff in academic settings. Journalistic communication exists to inform
and sometimes to persuade large sections of the general public about
events in the world. Workplace communication takes place, essentially,
to get things done between staff in workplace situations.
The practical nature of workplace communication means that it is
characterised by certain features, whether in spoken or written mode.
First, workplace communication needs always to be as long as
necessary and as short as possible. This rule applies to letters,
memos, reports, emails, résumés, meetings and telephone
conversations. Busy people do not appreciate wordiness and reserve
their praise for communication which is clear, concise and correct.

Style
A clear and concise style is achieved by choosing
appropriate language for the purpose. For example, in
academic communication the following sentence is perfectly
acceptable:
There are a number of reasons to account for the recent decline in
Hong Kong's economy.
But the effective workplace communicator would phrase this
differently:
Hong Kong's economy has declined recently due to ...
In letters, the effective workplace communicator will avoid
wordy and clumsy phrases such as:
The above mentioned/captioned post/product/service …
and will instead write
This post/product/service …

Clarity
The need for clarity and conciseness does not, of course,
mean that workplace communication should be abrupt.
Indeed, politeness is essential to create and sustain good
working relationships. Politeness is achieved by making
sure that letters, memos, phone calls, etc. all have the right
tone. Boastful claims must be avoided, as should overly
humble statements. For example:
I have great pleasure in introducing you to our company's newest
and most wonderful product …
I should be most obliged if you would give some of your precious
time to consider our company's newest product …
are unacceptable. A neutral expression would be more
appropriate:
I would like to introduce our company's newest product …

Accuracy
A final and very important characteristic of effective business
communication is its language accuracy.
In most companies, a letter is considered to be "unmailable" if it
contains even a single error in formatting, spelling, punctuation or
grammar. So, careful and detailed editing and proofreading of a written
document is essential. Employers and colleagues will tend to judge a
person's abilities and attitudes negatively if they use inaccurate
language in workplace communication.
Effective workplace communication, then, needs to demonstrate:
• a style which achieves clarity and conciseness
• a tone which achieves politeness but not humility
• a presentation which is flawless in terms of format and language
If any of these features are absent, the result will be ineffective
communication, which is bad for business.

Answers
communication?
a.
b.
c.
communication?
a.
b.
c.
Would any of the above be difficult for you to achieve? Why?
clear
concise
correct

Answer 1
Workplace communication: getting to the point quickly – and
courteously
As with any form of communication, it is the purpose and the audience
which determine the nature of workplace communication. Academic
communication, for example, has as one of its main purposes the
communication of information and arguments between students and
staff in academic settings. Journalistic communication exists to inform
and sometimes to persuade large sections of the general public about
events in the world. Workplace communication takes place, essentially,
to get things done between staff in workplace situations.
The practical nature of workplace communication means that it is
characterised by certain features, whether in spoken or written mode.
First, workplace communication needs always to be as long as
necessary and as short as possible. This rule applies to letters,
memos, reports, emails, résumés, meetings and telephone
conversations. Busy people do not appreciate wordiness and reserve
their praise for communication which is clear, concise and correct.

Answers
communication?
a.
b.
c.
communication?
a.
b.
c.
clear
concise
correct
2. because employers and colleagues are
busy and appreciate speedy and effective
communication

Answers
communication?
a.
b.
c.
communication?
a.
b.
c.
clear
concise
correct
communication
3. by choosing and using the right
language for particular purposes

Answers (3)
A clear and concise style is achieved by choosing
appropriate language for the purpose. For example, in
academic communication the following sentence is perfectly
acceptable:
There are a number of reasons to account for the recent decline in
Hong Kong's economy.
But the effective workplace communicator would phrase this
differently:
Hong Kong's economy has declined recently due to ...
In letters, the effective workplace communicator will avoid
wordy and clumsy phrases such as:
The above mentioned/captioned post/product/service …
and will instead write
This post/product/service …

Answers
communication?
a.
b.
c.
communication?
a.
b.
c.
clear
concise
correct
communication
3. by choosing and using the right
language for particular purposes
appropriate style
polite tone
accurate presentation

Answers (4)
A final and very important characteristic of effective business
communication is its language accuracy.
In most companies, a letter is considered to be "unmailable" if it
contains even a single error in formatting, spelling, punctuation or
grammar. So, careful and detailed editing and proofreading of a written
document is essential. Employers and colleagues will tend to judge a
person's abilities and attitudes negatively if they use inaccurate
language in workplace communication.
Effective workplace communication, then, needs to demonstrate:
• a style which achieves clarity and conciseness
• a tone which achieves politeness but not humility
• a presentation which is flawless in terms of format and language
If any of these features are absent, the result will be ineffective
communication, which is bad for business.

Text Types 1
Below are various extracts from texts. Read them and
complete this grid for each.
1. I/We the undersigned, having inspected the site, examined the
drawings, Specifications and Conditions of Contract with amendments
and appendix thereto for the carrying out of the above-named contract
works, offer to execute, complete and maintain the whole of the said
Works in Conditions for the sum of ___________ (HK$) which is based
on the quantity and unit rates attached herewith or such sum as may be
ascertained in accordance with the tender documents.
Text
number
Intended
reader
Purpose of
text
Writer-
reader
relationship
Level of
formality
1
Parties to
contract, court
of law, lawyers
To specify
contractual
conditions
Making a
written
contractual
agreement
Formal

Text Types 2
2. Although some of these authors made stronger claims for their results
than others, studies of this type have typically been subject to many
objections which call into question the validity of the conclusions that
were drawn. The number of interrelated variables makes it extremely
difficult to attribute the results to the method variables in question. None
of the findings of these studies have been accepted in the field as
unambiguous, and with few undebated results, these attempts to
compare methods quantitatively eventually died out.
Intended reader Purpose of
text
Writer-reader
relationship
Level of
formality
Probably an
academic
audience; people
interested in
research
To show why
quantitative
methods
were
unsuitable
Author writing
to audience of
academic
readers about a
topic
Formal

Text Types 3
3. When using your telephone equipment, basic safety precautions
should always be followed to reduce the risk of injury to persons,
including the following:
1. Read and understand all instructions.
2. Follow all warnings and instructions marked on the product.
3. Unplug this product from the wall outlet before cleaning. Do not
use liquid cleaners. Use a damp cloth for cleaning.
Intended reader Purpose of
text
Writer-reader
relationship
Level of
formality
General
public/ new
users of
equipment
To instruct People
installing new
equipment &
referring to
instructions
Neutral

Text Types 4
4. Hong Kong's dynamism is unforgettable. From the vantage point of Victoria
Peak, overlooking the world's busiest deepwater port, you can see a city
geared not only to making money but feeling good about it. At night, it's like
looking down into a volcano. Despite its British colonial past, Hong Kong has
always stuck to its roots and the culture beneath the glitz is pure Chinese.
Visitors often find it takes a few days in Hong Kong to get accustomed to the
whirlwind pace. If you need some respite, check out the Outlying Islands for a
change of tempo and scene.
Intended
reader
Purpose of
text
Writer-reader
relationship
Level of
formality
Potential
tourists to
Hong
Kong
To attract/
excite
People reading
guidebook / tourist
literature when
making up their
minds about
where to travel
Neutral

Text Types 5
5. Welcome to the world of PricewaterhouseCoopers in Hong Kong. We
offer excellent career prospects in a warm and friendly atmosphere,
and our continuing expansion and growth offer you countless
opportunities. Joining us in Hong Kong means you will come to an
organisation that has the reach, scale and critical mass to address the
most significant issues for the really big players in Hong Kong, China
or even the global economy.
Intended
reader
Purpose of text Writer-reader
relationship
Level of
formality
Potential
recruits to
Price
Waterhouse
Coopers
To attract
recruits and
promote the
firm to them
as a good
employer
Firm wanting to
interest people in
applying for jobs
with them
Neutral

Text Types 6
6. What about meeting outside
DeliFrance in Central MTR? At 7:30?
Is that OK? Hope it’s not raining. See
you then. Cheers.
Intended
reader
relationship
Level of
formality
Friend To fix time
and place
to meet
Friend wanting
to meet up with
another friend
and organizing
how to do so
Informal

Text Types 7
7. Could I please take leave between June 17 and
23 incl.? I will have completed all outstanding
work by then. These seven days would leave
eight days remaining in the leave balance.
Intended
reader
relationship
Level of
formality
Boss To
request
leave
Member of
staff
applying
for leave
Formal

Text Types 8
8. You are cordially invited to attend the
opening of our exhibition at 7pm on
July 23.
Intended
reader
relationship
Level of
formality
A client or
potential
client
To invite Firm /
organisation
inviting a client
to an
exhibition
Formal

Language Features
• What language features did you base your decisions on?
Topic, type of vocabulary, sentence length, presence or absence of
personalising language e.g. personal pronouns, use of conjunctions.
• What professional situations might require you to communicate
formally?
Most written documents especially those intended for readers outside
the firm/ organisation; meetings, conference presentations, greeting
bosses
• What professional situations might require you to communicate
informally?
Telephone calls to colleagues who are friends, informal meetings
• Why do you think appropriate use of language might be important in
professional communication?
Because it is sensitive to situations and able to facilitate the
achievement of the goals of situations and communication.

Spoken and Written Language
Formality (1)
While it is true that spoken and written language are
different, they are not always strongly differentiated. Where
on the lines below would you place the following kinds of
spoken and written language?
1.Emails to friends 2. Conference speeches 3. Business reports
4. Minutes 5. Postcards to family 6. Job application
letters
7. Workplace telephone
calls
8. Text messages to
girlfriend/boyfriend
9. Chats with a friend
10. Conversations
with colleagues at work
11. Tourist
brochures
12. Sales
presentations
Written
formal
Spoken
formal
Written
Informal
Spoken
Informal

Spoken and Written Language
Formality (2)
1. Emails to friends 2. Conference speeches 3. Business reports
4. Minutes 5. Postcards to family 6. Job application
letters
7. Workplace telephone
calls
8. Text messages to
9. Chats with a friend
10. Conversations with
colleagues at work
11. Tourist brochures 12. Sales
presentations
Written
formal
Spoken
formal
Written
Informal
Spoken
Informal
Business reports
Minutes Job application
letters
Tourist brochures
Emails to friends Conference speeches
Postcards to family
Workplace telephone
calls
Text messages to
Chats with a friend
Conversations with
colleagues at work
Sales presentations

List of Slides:
Final Slide
The End
• Introduction
• Language Register
• Appropriacy
• Questions on Characteristics
• Getting to the Point
• Style
• Clarity
• Accuracy
• Answers
• Text Types 1 2 3 4 5 6 7 8
• Language Features
• Spoken and Written Language Formality

Communication Characteristics Of Effective Workplace Communication Elc3203 1

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