Transcript 2-3 Workplace communication

Chapter 2
BSBCMN103A—Apply basic
communication skills
BSBCMN104A—Plan skills
development
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-1
Contents
• Basic communication skills
– Workplace communication (BSBCMN103A/01)
– Draft written information (BSBCMN103A/02)
• Plan skills development
– Career directions (BSBCMN1O4A/01)
– Self-assessment (BSBCMN1O4A/02)
– Portfolio of evidence (BSBCMN1O4A/03)
• Summary
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-2
Workplace communication (BSBCMN103A/01)
Effective communication requirements
The two-way communication process
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-3
Workplace communication (BSBCMN103A/01) cont.
Any effective line of communication requires:
• Sender
• Message
• Receiver
– Receiver’s perception
• Constructive feedback
– Verbal
– Non-verbal
• A communications channel
• The context of the message
• Noise or interference to the message
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-4
Workplace communication (BSBCMN103A/01) cont.
Seek advice on how to communicate from your:
• colleagues or peers
• supervisor or managers
Also take note of communications from:
• clients
• other departments within the organisation
Additionally, you can review your incoming e-mail
and voicemail
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-5
Workplace communication (BSBCMN103A/01) cont.
Effective verbal communication skills depend on the
ability to:
• speak clearly
• use appropriate language
• present one’s point of view without drama or
embellishment
• listen to the other person’s point of view and
repeat back key words and ideas, indicating that
you are actively listening
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Workplace communication (BSBCMN103A/01) cont.
Receiving instructions and ‘getting the message’ can
fail if:
• there is a lack of courtesy
• inappropriate words or phases are used
• there is inadequate feedback
• the message or channel is inappropriate
• the listener does not give their full attention to the
message
• the timing of the message is mismanaged
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-7
Workplace communication (BSBCMN103A/01)
• The communication you are about to view is only a
small part of a corporate document written 146
years ago. Note the hand written amendments and
the formal language. How would this document
would be completed today? Do you think that this
document has stood the test of time?
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Workplace communication (BSBCMN103A/01) cont.
The use of non-verbal behavior can completely
corrupt a well spoken message through:
• fidgeting
• not making eye contact
• turning away from the speaker
• making inappropriate facial expressions
• folding your arms in a defensive posture
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-9
Workplace communication (BSBCMN103A/01) cont.
Positive or constructive feedback will enhance the
message:
• Through reinforcement of the sender’s comments
and ideas
• Agreement and acceptance of (but not always) the
major components of the message
• Suggestions and comments about the
implementation of the message
• Waiting until the speaker has finished before
offering alternative strategies
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-10
Draft written information (BSBCMN103A/02)
Using relevant procedures and formats such as:
• Electronic communication
– Email
– Fax
– Internet
• Online help
• Mail-merge techniques
• Wizards and templates
All assist to give your draft a ‘professional and
businesslike’ finish.
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Draft written information (BSBCMN103A/02) cont.
Producing a draft copy by a deadline is possible if
you:
• Think and plan the communication in advance
• Capture the essential idea on paper or screen
• Organise the structure of the document
• Write, edit, revise and proofread the
communication
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-12
Draft written information (BSBCMN103A/02) cont.
Organisational standards
• Most larger organisations will have a ‘style
manual’, which will give samples of letter, memo,
presentation layouts
• Alternatively, most software packages come with
default style/layout guides for most business
applications
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-13
Draft written information (BSBCMN103A/02) cont.
Compose the document and then ask for feedback
• Plan and clarify the purpose of the letter
• Use the correct layout
• Write from the reader’s point of view
• The first sentence must count
• All sentences and paragraphs must be short
• Courteous script always helps
• Use positives
• Spellcheck then check for sense
• Be as accurate as possible
• Close constructively
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-14
Future career directions (BSBCMN104A/01)
Identify your career path by:
• Preparing well in advance
• Following all rules
• Dressing appropriately for the occasion
• Finding the correct mental attitude
• Possessing any relevant qualifications
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-15
Future career directions (BSBCMN104A/01) cont.
Develop your personal work goals and priorities
• Industry type
• Full or part time
• 9 to 5 or shift work
• Permanent or casual (agency)
• Internal or external (to the organisation)
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Future career directions (BSBCMN104A/01) cont.
Review your future career direction through:
• Study
• Working environment
• Career planning agencies
• Life experiences
A career is a set of work choices representing what
you do for a living.
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Future career directions (BSBCMN104A/01) cont.
Unskilled migrant workers, Beijing Olympic Village
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Self-assessment of skills (BSBCMN104A/02)
What are your skills and life experiences?
• Qualifications
– Secondary school
– Tertiary
– Trade or para-professional
• Experiences
– Paid employment
– Voluntary employment
– Life
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-19
Portfolio of evidence (BSBCMN104A/03)
Before applying for any employment you will need:
• Letter of application or cover letter
• Resume
• Certified copies of qualifications
• References
• Referees
• Examples of projects or personal/work
achievements
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-20
Summary
• Effective communication skills can be learnt.
• The good communicator recognises the barriers to
communications and knows how to avoid them.
• Active listening and constructive feedback go a
long way to avoiding communication breakdown.
• 90% of your work in an office deals with clients.
• All business documents require thinking and
planning, capturing ideas, organising structure and
editing and proofreading.
• Over your working life you will develop a set of
skills and qualifications which can be used to
advance your personal career goals.
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
2-21