BSBCMM201A Communicate in the workplace
Collecting information from appropriate sources

Knowledge of one’s workplace responsibilities can be obtained from a variety of sources.

Sources outlining workplace duties
Rosters
Workplace manuals
Manger, supervisor, team leader
Colleagues supervisor
Seminars, training sources
Industry associations
Job description
Role statement, duty statement

To obtain, understand and clarify workplace procedures an employee can:
Use the above sources to gain an outline of workplace responsibilities
Consult with appropriate personnel
Draw on their active listening skills
Ask open and closed questions

Communication process and equipment
Communication process/cycle

The communication process is a four-part process. The sender sends a message to the receiver who provides feedback to the sender. Communication equipment
There is a variety of equipment to be used for communication.

Communication equipment can include:
Facsimile (Fax) machines
Information technology components including hardware, software and communication packages
Keyboard equipment including mouse, touchpad, keyboard
Network systems
Pens, pencils
Telephones

Types of communication
The method used to communicate can take three forms:
1. Verbal
2. Non-verbal
3. Written

Verbal communication can take three forms:
1. Face-to-face
2. On the mobile or telephone
3. Voice mail or the answering machine

Verbal communication

Verbal communication is the simplest form of communication. However, it is not successful unless the two people understand the information in the same way.

In an office, verbal communication can include
Answering the telephone
Receiving visitors
Relaying messages
Receiving or giving instructions
Making or confirming arrangements
Addressing meetings

Effective verbal communication skills

Appropriate language: In the workplace it is important to use language appropriate to the audience. The industry terminology used when speaking to a colleague is not always appropriate to use when speaking to a client as they may not understand the industry terminology being used.

Clear voice: Speak simply and slowly so the audience can understand. Choose your words carefully and repeat important information.

Audible volume: The volume of your voice needs to be loud enough so you can be heard. Adjust how loudly you speak to accommodate both your surroundings and the audience. You may need to speak more loudly when there is outside noise like traffic. An elderly client may need you to speak more loudly so it is easier for them to hear clearly.

Courteous tone: Be polite and well-mannered when speaking. It establishes rapport and shows respect for clients.

Active listening: Listening is an important skill in communicating with others, as you are able to learn what the other person wants and means. To fully understand the message being conveyed, it is important that you ask questions to clarify the meaning. It is also important to clarify that the other person understands your message. You can do this by asking questions.

Asking questions or rephrasing: Questioning is an important tool used to obtain feedback and clarification of a message and to ensure that the receiver understands what the sender is saying.

There are three main questioning techniques:
1.Open questions: these encourage the sharing of information and usually require longer answers.
Ask what, where, how, why and which questions to gain more information. E.g. “How may I help you today?

2.Closed questions: