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BSBCMM201 COMMUNICATE IN THE WORKPLACEPRESENTATION 1

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PRESENTATION OBJECTIVES

At the end of this lesson you will be able to understand:

• Different types of communication

• Aspects of collecting information

• Reliable sources of information

• Tools for communication

• The use of verbal communication - active listening and

effective speaking

• The use of nonverbal communication

• Importance of responding promptly and efficiently

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TYPES OF COMMUNICATION

People are not mind readers! It is not easy to take back what you say

or how you say it! Consider what you want to say.

Communication involves one or more of these types:

Verbal communication

• Sounds, words, language and speech

• Answering enquiries and telephone calls

• Discussions informal

• Requests from colleagues

Non-verbal communication

• Body language• Tone of voice and gestures

Written communication

• Letters• Journals• Emails• Reports, articles• Memos• Text messages

Visual communication

• Photographs• Signs• Symbols• Maps• Colours• Posters

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COMMUNICATION IS A CYCLE

Gather information and recieve information and ideas - are they reliable?

Prepare workplace documents and

correspondence - considering time, audience,

organisational standards

Listen, work with others, check how you are being received and understand

individual differences

Check details and make changes as required to clarify your indended

communication

Before you speak

or write you need

to know what you

are to

communicate.

In the workplace

you need to access

information

regularly to do

your job properly.

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COLLECTING INFORMATION

To achieve work responsibilities, you will need to collect information

from a variety of sources. These sources can include:

• Colleagues

• Managers/supervisors/team leaders

• Policies and procedures

• Emails

• Customers

In your workplace there will be people who are able to provide you

with the right information and others who will not have access to the

information.

Understand who to listen to - who has the correct information.

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ENSURE YOUR SOURCES ARE RELIABLE

Is the information you gather from reliable sources?

The most common way of ensuring your information is reliable, is

cross-checking it with other sources.

Example Research your organisation’s policies and procedures

before completing tasks to be sure you have had the right processes

explained to you.

Perhaps you have information is not accurate or completely reliable,

you must be confident the information is reliable.

Check these areas:

Accuracy Completeness Balance Self-interest of the writer or publisher

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COMMUNICATION EQUIPMENTEquipment can be used to communicate information and ideas.

Changing technology like fax machines are being phased out and

taken over by computers, scanners and email.

Hardware and software programs and applications provide

innovative ways to communicate and share information.

Consider social media as a means of communication!

Keyboard, mouse, touchpads and touch screens to input data.

Telephones remain important and double as mobile offices with

full email capabilities, combined with tablets - anyone can work

from anywhere and access the same data in moments. Answering

machines and voice mail are vital components of the mobile

office as well as the standard office

Some industries still value the pen and paper - there is no

substitute for a sketch or thumbnail design to illustrate an idea

quickly for a client or notes in a meeting.

Remember, there is not always a need to use

equipment, sometimes just talking works best!

You can also communicate via manuals and

procedures!

Computer and printer Scanner

Email Keyboard, mouse

Touch pad, touch screen

Hardware and software

Social media Telephones

FaxesAnswering

machines and voice mail

Pen and Paper Tablets

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VERBAL COMMUNICATION

This is a main form of communication in many jobs. Consider these

aspects:

Depending on your role you may need to:

• Answer enquiries from clients face to face – including recording

their comments accurately.

• Answer telephone calls and use voice mail.

• Participate in discussions face to face as well as on the phone.

• Action requests from colleagues.

Articulation

Speak clearly

Feedback

Voice modulation/ projection

Active listening

Questioning skills

Language

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ACTIVE LISTENING IS NOT OPTIONAL

Make a conscious effort to hear the words another

person is saying.

Try to understand the complete message being

sent.

…not become distracted by whatever else may be going

on around you.

Let the other person know that you are ‘actually’

listening to what they are saying, simple as a nod of

the head or ‘ok, I understand’.

Paraphrase or summarise what you have heard to

avoid ambiguity.

Give the person or persons you are speaking with your

undivided attention.

Acknowledge the communication.

Look at the speaker directly maintain eye contact.

Put aside distracting thoughts or mentally prepare a rebuttal.

‘Listen’ to the speaker's body language.

Refrain from conversations on the side when listening in

a group setting.

Understanding what you need to know helps you ask

the right questions. See your eBook for more

information on questioning.

The way to best use effective listening and speaking skills in verbal communication is to fine tune your ‘active listening’ skills. DO…….

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EFFECTIVE SPEAKING CAN BE LEARNED

Speaking or listening, look into the eyes of the person

you are communicating with. Your interaction will be

more successful.

Eye contact conveys interest and encourages

interest in return.

Don’t mumble, if people ask you to repeat yourself,

articulate your speech more clearly.

Slow down – speaking quickly may indicate you are

nervous or unsure of yourself. Don’t slow so much

that other finish your sentences for you!

Avoid these words- basically, essentially, totally,

very, really, quite. They often add nothing to a

sentence.

Don’t use extra words, make your communication

simple and to the point.

Pronunciation! You may be judged as a believable speaker or not by your vocabulary choice and

competency.

If you aren’t sure how to say a word or the meaning of a word, don’t use it, or find

out

Don’t use jargon unless everyone in your audience

understands.

If the communication is technical ensure you know what you are talking about!

Voice and accents, many people have a great

sounding voice naturally, some are trained.

Develop your voice – sometimes certain pitch of

voice can send wrong signals to the listener.

Accented, cultured, high pitched or naturally soft

voice can be hard to understand. Others may not take you seriously - practice

your voice delivery.

Animate your voice by using a variety of pitch and

emphasis -avoid a monotone style.

Volume, if you have a naturally quiet or loud voice, consider raising or lowering

the volume when talking face to face as required.

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SOURCES OF INFORMATION

• Information comes in many different forms. To be fully informed

you may need to seek input from internal and external sources.

Internal sources are obtained from within the organisation - external

sources are from outside the organisation:

Internal sources:

•Internal sources and resources are obtained from within the organisation through the assistance of fellow employees, meetings, workshops, training and other data kept on file

•For instance, an organisation may produce a manual or a set of documents on processes, functionality and other ‘practical’ information you may use for a variety of applications

•A supervisor may require you to obtain operational information from workplace archives or data bases.

External sources:

•External sources refer to a wide variety of information and resources available freely or through pay for service agencies.

•It can be researched or collected from primary as well as secondary sources.•For example

•Surveys•Internet research•Libraries•Journals and magazines•Manuals•Hand books•Newspapers•Other organisations

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RESPONDING PROMPTLYOnce again depending on your role in the organisation you will need to respond

to instructions and enquiries from your colleagues, supervisors or customers.

You need to know what to do and how best to respond efficiently and promptly.

Your organisation will have certain requirements for you to be aware of and to

understand, they will include:

• Access and equity principles and practice as well as ethical standards.

• Business and performance plans: Goals, objectives, plans, systems and

processes.

• Legal and organisational policies, guidelines and requirements.

• WHS policies, procedures and programs.

• Quality and continuous improvement processes and standards.

• Quality assurance and/or procedures manual.

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PRESENTATION SUMMARY

Now that you have completed this presentation you should be able to

understand:

• Different types of communication

• Aspects of collecting information

• Reliable sources of information

• Tools for communication

• The use of verbal communication - active listening and effective

speaking

• The use of nonverbal communication

• Importance of responding promptly and efficiently