Communication and Workplace Etiquette
What this domain tests
The communication process and its barriers, plus the everyday manners that decide whether a customer or employer trusts you.
Core concepts
- Process: sender → encoding → message → channel → receiver → decoding → feedback, with noise able to disturb any stage. Without feedback, the sender cannot know the message landed.
- Types: verbal (words) and non-verbal (body language, tone, gesture, eye contact); formal and informal; downward, upward and horizontal flow within an organisation.
- 7 Cs of effective communication: clear, concise, concrete, correct, coherent, complete, courteous.
- Barriers: physical (noise, distance), semantic (jargon, poor translation), psychological (fear, prejudice, lack of attention), organisational (long chain, unclear authority), cultural.
- Overcoming barriers: use simple language, choose the right channel, encourage feedback, listen actively, confirm in writing.
- Etiquette: arrive on time, dress for the role, greet politely, knock before entering, keep the phone on silent in meetings, do not interrupt, credit others, keep gossip and social-media complaints out of the workplace.
- Email etiquette: meaningful subject line, proper salutation, short paragraphs, no ALL CAPS, proofread, sign off with name and contact, reply within a reasonable time.
Worked example
A supplier sends: "URGENT!!! send money now or no stock." Rewritten: subject "Payment for order 214 - requested by Friday"; body "Dear Sir, please confirm the amount due for order 214 so we can release payment by Friday. We need stock by 20th. Regards, Name, shop, phone." Reasoning: the rewrite names the order, states the action, gives a date and closes courteously, so the receiver can act without a call.
Traps that cost marks
- Omitting feedback from the process diagram.
- Calling body language a barrier; it is a channel of non-verbal communication.
- Treating etiquette as optional politeness rather than part of professional assessment.