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.

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

Icon legends Table 1: List of icons Icon Description Practice activity Learning activities help you to gain a clear understanding of the content in this resource. It is important for you to complete these activities, as they will enhance your learning. The activities will prepare you for assessments. Self-check An activity that allows you to check your learning progress. The self-check activity gives you the opportunity to identify areas of learning where you could improve. If you identify these, you could review the relevant content or activities. Resources (required and suggested) Additional resources throughout this workbook, such as chapters from textbooks, online articles, videos, diagrams, and infographics. These are supplementary resources, which will enhance your learning experience and may help you complete the unit. Video Videos will give you a deeper insight into the content covered in this workbook. If you are working from a printed version, you will need to look these up using the URL (link to the video online) provided. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

Topic 1: Prepare for communication Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

When planning for workplace communication, there are key things that you need to understand:  What do you need to communicate?  Who do you want to communicate with?  What is the best way to get your information across?  How will you know that the message was understood?  Is it essential that you speak to them in person, or will a phone call, email or instant chat message work better? Your answer to these questions will depend on the audience, the type of message you need to communicate and any workplace policies or procedures you need to consider. The communication process The communication process includes the following steps:  Sender: The person delivering a message.  Message: The information that the sender is communicating.  Method: The channel of communication for delivering the message.  Audience: The person or receiver who is getting the message.  Feedback: In some instances, the receiver might have feedback or a response for the sender. This then starts an exchange. Types of communication There are many different types and facets to communication in the workplace. Communication can take on many forms, whether it’s verbal, non-verbal, written or visual. Each type of communication may involve talking with individuals, partners, teams, small or large groups and may include interdepartmental relationships. Verbal communication: Verbal communication is the most common form of communication. It relies on our ability to speak and hear spoken words to understand the intended message. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021 In the workplace, communication is the exchange of information either verbal, non-verbal, written or visual.

Non-verbal communication: Non-verbal communication is when you communicate without using words. Non-verbal communication can be unintentional like facial expressions or body language but can also be intentional like using sign language (hand signals) to communicate a message. Written communication: Written communication is writing spoken words onto a page or a screen and there are many different types of this, such as emails, letters, instructions, recipes and many more. Each type is used for a specific purpose. Visual communication: Visual communication is when pictures or graphics are mainly used to communicate, however, some words may be present. Some examples include graphs, photos, symbols or signs. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

Formal, informal and unofficial communication Figure 1 –Workplace communication Photo by Fauxels from Pexels Each of these types of communication requires a specific set of skills and knowledge to get the message across, to be heard and understood. To assist in understanding the purpose of each, they may be further categorised into three groups:  formal  informal  unofficial. Formal and informal communication are the two forms of communication which occur within an organisation. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

Formal communication refers to the movement of official information through specific and defined channels. The structure is typically top-down, from leaders and supervisors in various departments as well as senior staff in a company, down to junior employees and staff. On the other hand, informal communication refers to freely moving communication within the organisation and is not bound by pre-defined channels and communication routes. Informal communication is particularly quick and is far more relational than formal communication. Unofficial communication includes communication outside the organisation or work environment on topics not related to work specifically. General topics, such as sports, political or personal communication can be referred to as unofficial communication. Even though unofficial communication is technically outside the realm of the workplace, managers and supervisors still need to be aware of this channel as information of interest may arise through this channel. Where a work task may sit within these three groups will be according to the context and purpose of the communication. For example: An email may be categorised as:  formal when it details contract information or meeting agenda notes  informal if it includes daily check ins or catchups between employees. To prepare for communication, supervisors need to identify what they want to communicate and what group it falls into, formal, informal or unofficial. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021 It is important to provide the right information to the right person, at the right time and in the right manner.

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

Informal communication requirements To communicate in a casual and unofficial form is to discuss things informally. This is where information is exchanged spontaneously and does not follow any official rules or formalities. Informal ways of speaking can be described as:  warm  welcoming  quick  based on random topics and channels  relaxed. Informal communication requires a friendly and casual tone. It doesn’t abide by any set of rules or protocols and so there is more freedom in choosing what you say and how you say it. Its purpose is centred on a carefree way of speaking. Slang words are often used as well as nicknames instead of official names or titles. Informal language is used when you want to get to know someone on a more personal level or you want the person to feel at ease. It is used regularly in SMS, blogs, real-time chat, social media, message boards and online groups. These forms are where informal language is used between people to discuss topics quickly. Unofficial communication awareness Unofficial communication can be referred to as ‘the grapevine’ as information often follows from one person to the next as if along a connected vine. It is through this ‘grapevine’ that rumours often circulate containing false information. Supervisors need to be aware and cautious of grapevine discussions as they often contain information that is exaggerated and may cause unnecessary alarm to employees when heard. An example of an unofficial communication channel may be social gatherings among employees. A good supervisor should be in the know of ideas circulating in unofficial channels and should take positive steps to prevent the flow of false information by communicating clearly through formal or informal communication channels. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

A supervisor is a critical link between management and the workforce and must know what they are responsible for and what their role entails. Authority Supervisors are the source of the information needing to be communicated. They ensure the proper channel is used so the flow of information between themselves and their counterparts takes place. This results in the obvious line of authority for workflow to happen. Supervisors have the authority to assign tasks or resources to specific employees which in turn makes responsibilities clear. Complies with workplace legislation Supervisors, depending on their level of authority, may have the responsibility to provide and maintain a safe working environment. This is called ‘duty of care’ and it applies to all staff regardless of the type of their employment. As the supervisor, they also need to consider any individual needs an employee may have to ensure they are able to work safely. They comply with any workplace legislation that relates to communication. Effectively communicates to employees Supervisors are responsible for communicating information clearly and directly. This maintains a direct transfer of information between themselves, employees and the business. This ensures employees know what is expected of them so productivity is likely to ensue. Controls performance The supervisor is responsible for their employee’s knowledge base or lack thereof. If an employee fails to complete a task due to ineffectively communicating their role and responsibilities, then it is the supervisor’s role to control their performance. Supervisors inform employees on how they will control the execution of the task, whether its midway control, a written report, email check ins or meetings. Supervisors also assign due dates and quality standards for completed work tasks. Provides feedback It is the supervisor’s role to give recognition of merit or constructive feedback to their subordinates. This is important for strengthening their authority and influence as a leader. It is also important for their employee’s standard of quality and ability to improve. Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021

Choosing the right method of communication With a wide variety of communication methods available, choosing the right one can be a daunting task. Effective communication requires the right information to be sent at the right time and in the right method. Each method has its own unique advantages and disadvantages which may make it appropriate or inappropriate depending on the setting, purpose and audience. Email Organisations will often have an email template that they prefer you to use with their logo or other information attached. Practice activity Activity 1.2: Communicating with employees Read the following article on communicating with employees (MSG) (Juneja) and then respond to the question that follows (Long URL: https://www.managementstudyguide.com/role-of-communication-in-employee- relationship.htm). 1. What are an employee’s responsibilities in workplace communication? Table 3: Multiple choice questions # Choices Answer/s A. Communication must be transparent and precise for a warm relationship among employees. ☐ B. Employees must avoid using foul language at the workplace. ☐ C. Employees must be very clear about what is being expected from them. ☐ D. Employees must depend only on verbal communication. ☐ Document name: BSBXCM401 Resource ID: Resource ID: PRJ0012222_BSBXCM401_TL_SW | Version: 20211013 © TAFE NSW 2021