2020

Mikkola, Leena; Valkonen, Tarja

Knowledge-based work is actualized in social interaction. In workplace communication, collaboration takes place when common goals are pursued, work-related problems are solved, and feedback is provided and processed. In the workplace, social interaction is a process that generates both challenges and solutions for communication problems. When starting to develop workplace communication, it is essential to ensure that all the planned developmental actions focus on the origins of perceived problems. This chapter presents a four-level analytical tool for understanding and developing workplace communication. The first level of analysis focuses on meanings given to the mission, objectives, and tasks; the second level focuses on the analysis of work processes as knowledge-management processes; at the third level, the communication practices are analyzed to ensure that they are functional and up to date; and the fourth level focuses on interpersonal issues in workplace communication, such as feedback, social support, and relational competence. Working through these levels of analysis supplies the necessary information to develop a good working environment.