BSBXCM401_STUDENT WORKBOOK

Student workbook BSBXCM401 Apply communication strategies in the workplace

TAFE NSW would like to pay our respect and acknowledge Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of the Land, Rivers and Sea. We acknowledge and pay our respect to Elders, past, present and emerging of all Nations. Version: 20211013 Date created: 11 October 2021 Date modified: 21 December 2021 For queries contact: Technology and Business Services SkillsPoint Building B, Level G, Corner Harris Street and Mary Ann Street, Ultimo NSW 2007 © TAFE NSW 2021 RTO Provider Number 90003 | CRICOS Provider Code: 00591E This resource can be found in the TAFE NSW Learning Bank.

The contents in this document are copyright © TAFE NSW 2021 and include information from BSBXCM401 assessment resources © 2021 RTO Works. Information contained in this document is correct at time of printing: 21 June 2024. For current information please refer to our website or your teacher as appropriate.

Contents Getting started .................................................................................................................... 4 What will I learn by completing this workbook? ........................................................................ 5 Icon legends ................................................................................................................................ 6 Topic 1: Prepare for communication .................................................................................... 7 Overview ..................................................................................................................................... 8 Prepare for communication ........................................................................................................ 8 The communication process ....................................................................................................... 9 Types of communication ........................................................................................................... 10 Formal, informal and unofficial communication ....................................................................... 12 Role of supervisors in communication ...................................................................................... 16 Topic 2: Use communication strategies to provide work instruction ................................... 20 Overview ................................................................................................................................... 21 Communication styles ............................................................................................................... 21 Communication methods .......................................................................................................... 23 Informal discussion or instructional briefing ............................................................................ 25 Negotiate work requirements ................................................................................................... 30 Topic 3: Facilitate workplace communication ..................................................................... 34 Overview ................................................................................................................................... 35 Facilitate workplace communication ........................................................................................ 35 Interpersonal skills to build relationships ................................................................................. 36 Respectful communication ........................................................................................................ 38 Problem solving and decision making ....................................................................................... 40 Topic 4: Monitor and support team communication .......................................................... 42 Overview ................................................................................................................................... 43 Legislative and organisational requirements ............................................................................ 43 Team feedback .......................................................................................................................... 46 Progress monitoring .................................................................................................................. 46 Providing information for support ............................................................................................ 47 Seek feedback to improve ......................................................................................................... 47 Collate and report to superiors ................................................................................................. 49 References ........................................................................................................................ 51 Image attributions ............................................................................................................. 51 Answers and feedback for practice activities ..................................................................... 52 Document name: BSBXCM401 Resource ID: BSBXCM401_TL_SW | Version: 20211221 © TAFE NSW 2021

Getting started Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021