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BSBXCM301 - Engage in workplace communication
Assessment
Answer
Paper
Qualification:
BSB30120
Certificate III in Business
Training Package:
Due Date:
Week 4
Assessment Type: Assessment Guidelines
Please read the following assessment guidelines carefully.
1.
The purpose of this activity is to assess your knowledge and skills in
2.
If you have any considerations that may affect your performance in the assessment, please inform your assessor immediately. Your assessor will provide you with a suitable alternative to complete this assessment.
3.
Your assessor will mark your assessment and provide feedback and a grade to you via the assessment submission on Moodle.
4.
If you feel the decision made by your assessor was incorrect you have the rights to appeal the grading through filling out an appeals form which will then be handle by the
Academic Manager.
5.
A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-
assessment. Re-assessments must be submitted by an agreed date with your assessor.
6.
The re-assessment work must address the specific performance tasks beyond doubt for
the assessor to issue a satisfactory (pass) result. A repeat NYS outcome could lead to an administration fee for further reassessment.
7.
All work must be done individually. Copied work will not be accepted and
By adding my name to this document, I hereby declare the work is my own and has not been copied from any other source.
Student NAME: Ariane Fernandes Silva Date: 26/05/2022
Student Signature: Ariane Fernandes Silva 1 | P a g e
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Answer Paper – Mercury Colleges
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Answer Paper – Mercury Colleges
Please put your answer below:
Activity 1A
Face to face:
It can be used in different contexts, such as individual or group meetings aimed at providing
feedback, since face-to-face communication tends to be more direct and leaves less room for
misunderstandings. Participants can be a manager and his team or members of the same operational
level of the same team.
Telephone:
It can be used when information needs to be transferred quickly. For example, if the customer
service department, when forwarding a product to a carrier who will in turn be responsible for bringing
the product to the customer, notices that the address provided is wrong, the best way to ensure that the
"error" is resolved quickly without major inconvenience is to seek a means of communication that is
immediate, in this case the telephone. Email:
Email should be used when the information to be shared needs to be made official in some way, in
the sense of working as a record that the information has been shared, once it is registered. For example,
suppose a manager needs to call a meeting with his team on an extremely important topic, but he will not
be at the company in the days leading up to the meeting to communicate with the team in person. The
email, in this context, is a way of reassuring the manager that the information has been passed, in case
someone is missing, and is also a tool that allows the request for a response confirming receipt.
Video call:
It can be used to hold meetings that cannot be postponed and one of the stakeholders cannot
be present. For example, let's imagine that the board of a company is discussing a new partnership and
the company listed for the partnership provides a single date for the meeting where crucial aspects for the
establishment of the partnership will be discussed. However, exactly on that date the head of the board
will be traveling to resolve the company's internal affairs. In this case, he will be able to participate in the
meeting remotely, through videoconferencing, ensuring that the meeting takes place.
Texts:
They can be used to disclose information that is not open for discussion, to formalize a resolution, such as for publishing internal company resolutions, policies and procedures, codes of conduct, etc.
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Answer Paper – Mercury Colleges
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Activity 1B
1. In the workplace, information needs are defined as a lack of self-sufficiency. These information
requirements represent gaps in the user's current knowledge. Aside from the expressed or articulated
needs, there are unspoken needs that the user is aware of but prefers not to express. The third type of
need is a dormant or delitescent need that the user is unaware of. However, the information services
provider may be able to bring these requirements to light. A need is specific and usually has a time limit,
either immediate or deferred. The information provided in response to a need will be used. The
information provided may or may not be used in the case of interest. Three ways to identify information
needs are:
Research about the subjects to be addressed
Gather information about the organization and its environment
Research about the niche and customers preferences 2. Always Seek Honest Feedback: before you start telling people what you think, you should find out what
they think. This can be a difficult process for some managers because they may not hear positive
feedback. However, it is an important first step because it provides you with a foundation for knowing
what to do to improve your communication style. Understand Your Target Audience: the most common communication error is assuming that one size fits
all. It does not and will never do. If you want to be a good leader, you must understand that your audience
will change from time to time, and you must always tailor your message to the specific audience you are
addressing at any given time.
Critical times are crisis times: there are a few critical times when effective communication is required, such
as when there is a merger or when your organization is downsizing. During times of crisis, you may be
tempted to forego things you don't consider important, such as one-on-one meetings and staff updates,
simply because you believe you have bigger fish to fry. However, such times are critical for keeping people
in the loop rather than leaving them out.
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Activity 1C
In-Person (Verbal Communication): face-to-face communication in the workplace should be used
whenever possible to avoid many misunderstandings. Speaking with someone in person allows
you to both see and hear the big picture. You and your teammate can see each other's facial
expressions and body language as you speak. The emphasis on concentrating on one another and
the conversation fosters a sense of worth and credibility.
Facial Expressions and Body Language: body language and facial expressions play a significant role
in how effectively or ineffectively you communicate with staff members. People who make eye
contact feel acknowledged as they speak and listen. Employees feel more at ease in meetings
when they take a relaxed stance with their arms by their sides.
Conversations on the phone: the telephone is an integral part of almost every business day. Some
people enjoy talking on the phone with team members. Others are so averse to it that they put it
off until the last minute. If your team is dispersed across the state, country, or world, the phone
will be an essential communication tool.
Communication in Writing: common forms of written communication include emails, memos, and
notes. This is the most prone to misunderstandings of the four communication styles. People
frequently read between the lines or believe that implied messages or emotions exist in written
forms of communication. This should and can be avoided in the workplace.
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Activity 1D
1. A group meeting if the team cannot be in the same place:
videoconference If the team cannot be present at the same location, the best way to ensure that information is passed in a
linear fashion is to ensure that everyone attends the meeting at the same time, even if not at the same
location.
2. Booking a holiday with your manager:
email It is a situation that needs a formal response, so email is the best option, as the response will be
recorded, serving as proof of contact/reservation in case of any problems.
3. Discussing a personal issue with a supervisor:
face to face
When discussing a personal matter, body language and eye contact count for a lot, so in this scenario a
face-to-face meeting is the best way to communicate, including to avoid misunderstandings.
4. Arranging a night out with a colleague:
text message
As it is an informal communication context that does not require immediacy of response or formal rigor,
the text message is sufficient.
5. You need to speak to a different department in your organisation quickly:
telephone As it is a situation that requires an immediate response, the telephone is the most efficient way, as it does
not even require the time to travel to the other sector, optimizing the resolution of the issue. 6 | P a g e
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Answer Paper – Mercury Colleges
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Activity 1E
Dear parents, as you all know, our school is committed to carrying out activities throughout the year
that benefit the community and its surroundings.
So, I hereby inform you that on Thursday, January 4th, we will be holding a fundraising event at the
school to raise funds for the local children's charity.
It is very important that all children and family members participate. Parents will be able to bring
whatever they want to sell during the event and all money raised from sales will go to charity.
The event will take place in the afternoon and children must remain at the venue until at least 3 pm,
and can stay longer than that, but not less.
Finally, I inform you that the school will be closed on Friday, the 5th so that the school is clean and
organized. On the 8th, Monday, the school opened normally.
We count on the support and participation of all of you. Feel free to look for coordination to ask
questions or provide suggestions.
Luke K.
administration office
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Activity 2A
Role play
Participants: Manager; Worker
Worker:
Excuse me, could I talk to you?
Manager:
Sure, come in!
Worker:
I would like to report a situation that I have been observing for some time in the sector. I have
observed that one of the team members is constantly acting unethically towards another employee,
frequently using prejudiced language and with a discriminatory posture.
Manager:
Could you give me more details?
Worker:
In fact, I only observe from afar, so I wouldn't be able to say exactly why this team member
behaves, but from what I observe, this behavior only occurs with this employee.
Manager:
you did very well to come and let me know. I want to thank and congratulate you for the
initiative. I will try to observe the situation and think of the best way to approach the matter.
Worker:
Thank you for your time!
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Activity 2B
The best and most effective way to communicate with a person with a different background is to try to
listen more and talk less, seeking to understand the other's reality from an open and non-prejudiced
perspective. In these cases, active listening, empathy, and assertive communication are very valuable
tools.
In contexts where interaction is expected (that is, where one has knowledge about the other's culture and
background),
as when an employee from another country becomes part of the team, it is also interesting
to seek prior knowledge about the culture of the other, seeking to be prepared regarding to appropriate
body language, degree of formality, forms of greeting, etc.
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Activity 2C
Role Play
Participants: Worker 1/ worker 2
Worker 1:
good morning, we received a large order for 1645 t-shirts. The request must be made on Friday
for delivery to be made on Monday.
Worker 2:
what is the order specification?
Worker 1:
white shirts are 150 small, 200 medium, 200 large and 17 extra-large. Black is 200 small, 300
medium, 400 large and 25 extra-large.
Worker 2:
and do we have enough time and manpower to carry out this delivery?
Worker 1:
We need to find out, but as far as I know, yes, as we don't have any other large orders for that
date.
Worker 2:
Perfect though! 10 | P a g e
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Answer Paper – Mercury Colleges
Activity 2D
Role play:
Participants: worker; client Worker:
good afternoon, can I speak to Mrs. White?
Client:
yes, it's her.
Worker:
I am contacting you in response to a claim request you made due to a delay in your delivery. First,
I would like to thank you for contacting us with the feedback regarding the delay. It is very important for
us that customers talk about their dissatisfaction and problems so that we always seek to improve. That
said, the specific reason for this contact is to inform you that the orders have already been forwarded and
the items have already been delivered.
Client:
great! At the moment I'm at work, but as soon as I get home, I'll check the delivery and I hope
everything is ok, because I was very excited to receive this order.
Worker:
Perfect! Thank you for your attention and reinforcement that any question, you can contact us.
Client:
ok, thanks for getting in touch.
Worker:
Excellent day!
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Answer Paper – Mercury Colleges
Activity 2E
1.
Excessive use of jargon: terms that are overly complicated, unfamiliar, or technical. Most departments
and companies have their own jargon that they use daily, giving the impression that everyone speaks our
"language." It delves further into specific associations and differences in language and "field of
experience." People's backgrounds, perceptions, values, biases, needs, and expectations are examples of
fields of experience.
The beginning: there is a golden rule about discussion and communication – before we begin, let us lay
the groundwork, avoid introducing abbreviations without definition, and references to any local,
unfamiliar term.
Emotional stumbling blocks and taboos: some people may struggle to express their emotions, and some
topics may be completely 'off-limits' or taboo. Politics, religion, disabilities (mental and physical), sexuality
and sex, racism, and any unpopular opinion are all examples of taboo or difficult topics.
2.
It makes no difference how well you and your manager get along: There is always a slight hesitation
when bringing up a problem. Issues arise within the organization that sometimes necessitate the
involvement of your manager. However, because of the social nature of the office, complaining to your
manager may cause tension among the staff, and some managers may take complaints personally. So,
when dealing with a problem, you might take the following steps:
Make sure you understand the issue.
Ask if they're open to your input.
Have a trust-based relationship.
Elicit empathy from your manager.
Always go in with at least two ideas.
Set an agenda in advance.
Try to understand your manager's perspective.
Don't apologize for coming with a problem.
Don't come in with emotion, but with facts.
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Activity 3A
Role play Participants:
Member 1; Member 2; Member 3; Member 4
Member 1:
Good afternoon, we're here today to discuss current procedures for health and safety at work.
I think everyone can give an opinion on which aspect they believe should be improved and after we
choose one, we focus on it.
All:
Agree!
Member 3:
I would like to start then. I believe that there is a lack of focus on preparing employees for the
practice.
Member 2:
I believe that the aspect that needs to be rethought is working on health and safety within a
perspective of well-being and mental health.
Member 4:
I would propose another topic, but I think this issue of health and safety with a focus on well-
being and mental health is something that needs to be revisited.
Member 1:
I agree too. If everyone agrees we can continue the discussion focused on that topic, then.
(Everyone agrees)
Member 3:
As the initial suggestion was mine, I would like to start the discussion by talking about the
importance of this issue. Whenever we think about health and safety at work, we think about risk
containment, but in fact, there is no point in thinking about risk prevention or management plans if we
don't think about the importance of employees being attentive, rested and present when carrying out
their activities.
Member 2:
Truth. Well-being, as well as the balance between professional/personal life are very
important aspects to reduce the incidence of risks, especially those that represent physical hazards.
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Member 4:
I believe that there is currently no program in the company aimed at this aspect.
Member 1:
True, currently there isn't. I think the ideal would be to have an internal policy focused on the
balance between professional and personal life, linked to the health and safety policy.
Member 4:
Yes. I think that personal plan could also be developed that covers these issues, thinking about
management and individual development.
Member 1:
Perfect, I think we can close the discussion here, and write down all the ideas to forward to
management.
All:
Agree!
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Activity 3B
I would use the following strategies: Implement an open-door policy – People still need to feel comfortable approaching their manager's or
colleague's desk, even though most of us now work in offices without doors. A lack of verbal, face-to-face
communication quickly leads to a general lack of effective communication.
Encourage people to ask questions – If a project or task isn't completed correctly, don't expect people to
immediately understand what needs to be improved. To get the most out of them, they must feel
comfortable asking questions until they believe they have a clear understanding of what is expected.
Make a schedule and use your time wisely – You do not need to schedule a daily team meeting; otherwise,
your team members may grow resentful of the constant waste of their time. It is, however, critical to
schedule regular team meetings and one-on-one catchups with individual team members so that they
always know they will have an opportunity to share their ideas.
Don't overuse email - According to Atos Origin research, the average employee spends 40% of their
working week dealing with internal emails that add no value to the company. While email has
undoubtedly transformed communication, we are sometimes too quick to send one without first
considering whether a face-to-face conversation would be more effective and efficient.
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Activity 3C
Role play
Participants: worker 1; worker 2; worker 3
Worker 1:
Good morning. As you know, we scheduled this meeting to talk about what happened with the
delay in delivering the report. To start, I think we can start by clarifying what happened.
Worker 2:
well, I ended up delaying my part of the report because there was another demand that
needed urgently to be resolved. I ended up getting absorbed in the task and lost track of the deadline.
Worker 3:
I understand. I think the real problem was the lack of communication because we kept saying
that the work would be delivered and when it didn't, it ended up delaying all of us.
Worker 2:
Yes, I totally understand, and I would like to apologize for that, I really got overwhelmed with
this new demand and ended up getting lost, but I agree I could have warned you.
Worker 1:
Now it's gone, I think we can work out the missing page together, so we're done faster.
Worker 3: I agree. I also think that we could create a communication channel, a broadcast list or
something like that to share information about the tasks we are involved in, so we can keep an eye on
deadlines and help organize the group.
Worker 2:
I agree!
Worker 1:
perfect! We're going to write this idea down and talk to our industry manager to see the best
way to implement it, but I really think it's great.
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Activity 3D
1.
Questions with a yes/no or rating scale. This allows people to give you a straightforward answer
quickly. This type of question can be used to quickly confirm an idea or validate a hunch.
Questions with no answers. This type of question necessitates more detailed responses, which you
can use to gather additional information or have a larger discussion about a specific topic. You can ask
clarifying questions to better understand the context of the person's feedback and the impact your
behavior is having.
2. From:
Ariane Fernandes
To:
Manager
Subject:
Performance feedback
Good morning,
Seeking to adapt to organizational standards aimed at the continuous development of its operations
and team, I would like to receive feedback regarding my communication with colleagues and managers
on a day-to-day basis, especially in relation to presentations at the results presentation meetings.
Therefore, it would be excellent if you could answer the following questions:
How do you rate my ability to concatenate ideas and argumentation?
How do you rate my body language and expression?
What could be improved in my interpersonal communication?
Any additional comments beyond these questions would be most welcome. Thank you in advance for
your attention and I look forward to hearing from you!
Yours sincerely,
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Sections A: Skills activity 1. The most recent role to consider in answering this question is the customer service agent position.
Since this is a function responsible for dealing directly with the expectations and individualities of
customers, the communication processes both internally, with the team, and externally, with customers
and partners needed to be very well designed.
Like me, there were 4 other members in the team, each one responsible for taking care of an aspect of
communication with the client, so teamwork was fundamental for the success and sustainability of the
sector's operations and consequently of the organization as a whole. We held periodic meetings to discuss
the processes and procedures adopted and to monitor the strategies applied.
In the scope of inclusion, the company had a policy of encouraging diversity, which extended to both
employees and customers, so all our practices were based on respect for differences and the development
of communicative skills capable of supporting the cross-cultural communication process. Periodically, we
underwent training to increase our perception of inclusion issues.
Organizational policies and procedures represented a fundamental aspect of my work as a customer
service agent, since in this position it is essential to be aware of numerous issues related to customer
information security, ethical communication, fair offering of products and prices. All these processes are
based on legal apparatus, so being aware of internal policies and procedures was essential to ensure that
the service performed would comply with external requirements.
The customer can be considered the heart of the business, therefore, this was a function that consisted of
a lot of responsibility, so that all the work carried out needed to be guided by the achievement of
organizational objectives in the short and long term. In this sense, periodic training, monitoring of
activities and well-defined KPIs were part of the daily routine.
Another important point of the work was to be aware of new market trends in terms of technologies and
resources for customer service. Together with other teams, such as the marketing and innovation team,
we held sporadic meetings to discuss general aspects of global trends and define how these could be
incorporated into the activities of both sectors, making the company more competitive and enjoyable.
2. Arielle could use a remote video interpretation service, which consists of a video communication
service where an expert will mediate the conversation. This is a suitable alternative to demonstrate that
the company values the customer and their feedback.
3.
Good morning, Ava!
First, we greatly appreciate your feedback. It is very important and gratifying to know that we have clients
like you who like our company and who, through communication, help us to grow.
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I want to make it clear that the conduct of employees in the situation described in no way reflects
organizational policies and procedures.
We will investigate what happened and we will certainly apply your request for training focused on
respect for diversity.
Sincerely, Ariel.
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Section B: Knowledge Activity (Q & A)
1.
They establish the parameters expected by an organization, allowing employees and stakeholders in
general to know what is expected of them in terms of how to communicate and also act as a back-up
document in case a procedure is misinterpreted, or doubts arise regarding the resolution. conflicts or
everyday situations.
2.
Enhanced employee engagement and empowerment.
Employees are able to work better and faster.
Organizations can create and reinforce shared purpose and values. 3.
Trust: listening to others, discussing options/opinions, and engaging in conversation demonstrate to
others that you want to make the best decisions for your group or business. Communication can also help
an employee and their manager build trust as they complete tasks, share opinions and ideas, and set goals
for themselves (and the business).
Creating a Team: whether it is dividing tasks among multiple people or ensuring that one person
understands that it is their responsibility, trust and communication are essential so that all team members
have the same understanding of the team's expectations and duties.
4.
Good communication and how information is shared and exchanged within the organization are
important cultural characteristics. Effective communication ensures that internal processes run smoothly
and that positive relationships are formed with people both inside and outside the organization.
5.
Address issues immediately and openly.
Set clear expectations.
Use neutral terms and open body language.
6.
Take Notice (and Show It): pay close attention to what is being said. Listen with all of your senses and
pay close attention to the speaker. Put your phone away, ignore distractions, avoid daydreaming, and turn
off your internal dialogue.
Consider What You Hear: rather than offering unsolicited advice or opinions, respond to what the other
person has said.
Keep the Judgment: keep your responses neutral and nonjudgmental so that the person feels safe enough
to continue sharing their thoughts.
Pose Open-Ended Queries: avoid "yes or no" questions; they frequently produce dead ends. Instead, ask
open-ended questions about the person to demonstrate your interest and to elicit thoughtful, expansive
responses.
7.
Relevance: a good question is pertinent. It focuses on remembering only the material covered in your
lesson and is well aligned with the overall learning objectives.
Concise: a good question is usually short and to the point. It eliminates any unnecessary information that
would necessitate students spending time understanding it correctly. The goal is not to deceive students,
but to assess their knowledge.
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8.
Direct interviews
Long form-based surveys
9.
Maintain proper etiquette: many cultures have their own etiquette for communicating. Before you
meet, do some research on the target culture or, if time permits, some cross-cultural training.
Avoid using slang: even the most educated non-native English speaker will not fully comprehend English
slang, idioms, and sayings.
Speak slowly: even if English is the common language in a cross-cultural situation, speaking at your normal
conversational speed is not a good idea.
10.
Telephone: to get an answer to a situation that needs to be resolved urgently.
Mobile: to maintain frequent communication, update on processes, etc., when a team member is not
allocated to the company.
Video conferencing: can be used to allow a member important to the discussion of a matter who is not
present to participate in the meeting.
Email: to formalize agreements or messages that require confirmation of receipt and as confirmation that
communication has been established.
SMS (or text): to send communications or promotions to customers.
Social media: to communicate with customers in a more informal context.
11.
Dispute resolution refers to techniques used by trained neutrals to assist people in communicating
more clearly, negotiating more effectively, developing, and evaluating solutions, or resolving conflicts.
Neutrals take no sides and do not represent the parties. Dispute resolution is an interdisciplinary field that
draws neutrals from human resources, law, and social work backgrounds. [ii] Conflict resolution and
dispute resolution are terms that can be used interchangeably. Some well-known dispute resolution
mechanisms are as follows:
Legal action (litigation)
Arbitration/Mediation
Conciliation
Collaborative Law and Negotiation Facilitation
12.
Because we know that conflict will occur and that it can strengthen relationships when handled
correctly, we would be wise to establish ground rules for dealing with it when it does occur. Conflict is
more likely to arise when people have strong beliefs about the outcomes they are attempting to achieve;
thus, conflict can sometimes be an indicator of an engaged and passionate group that will ultimately be
successful.
When the group first meets, outline conflict resolution strategies.
Establish open lines of communication from the start.
Take notes and/or have someone record the meeting minutes.
Focus on current issues rather than bringing up problems from the past or concerns for the future.
Clarify each member's position on contentious issues.
Recognize emotional topics and determine the source of a person's emotional response.
Each member should outline the facts and assumptions that support their position.
Establish next steps and responsibilities at the end of conversations and meetings.
Organize smaller group discussions and then bring suggestions to the larger group.
Take a vote to reach consensus in the large group.
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13.
Ethical communication is communication that is used to improve interpersonal relationships or to
bring about moral changes in society. Communication that is used to destroy relationships or promote
social immorality is unethical communication.
14.
Following the guidelines below, you can learn how to improve communication at work with a broad
understanding of the issues at hand.
1. Establish fundamental communication standards.
2. Establish a safe space for communication 3. Be consistent and consistent
4. Establish clear norms and expectations.
5. Proactively seek feedback 6. Use technology correctly
7. Master conferences
15.
Verbal: the use of language to transfer information through speaking or sign language is known as
verbal communication. It is one of the most common types, and it is frequently used in presentations,
video conferences, phone calls, meetings, and one-on-one conversations. Because it is efficient, verbal
communication is essential. Nonverbal and written communication can be used to supplement verbal
communication.
Non-verbal: the use of body language, gestures, and facial expressions to convey information to others is
known as nonverbal communication. It can be used intentionally or inadvertently. For example, when you
hear a pleasant or enjoyable idea or piece of information, you may unintentionally smile. Nonverbal
communication can help you understand what others are thinking and feeling.
16.
Active listening should be practiced: active listening is a necessary step in developing effective cross-
cultural communication in the workplace. By actively listening to the speaker, you can build trust and a
relationship because they will know you are paying attention to what they are saying.
Be a good communicator: you must hone your communication skills in addition to active listening.
Maintain proper etiquette: every culture has its own set of etiquette for how people communicate, some
more formal than others. If you have the time, doing some research on the culture in question can help
you understand what is expected of you when engaging with someone from that culture.
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BSBXCM301 - Engage in workplace communication
Answer Paper – Mercury Colleges
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Section C: Performance Activity
Report
Based on the discussion developed, we conclude that the communication process in the sector is quite
outdated, mainly due to the lack of an internal policy that encourages open and constant communication.
At the organizational level, there is a policy and procedures to direct internal communication processes,
but in practice the procedures are not followed, this is because there is a lack of communication between
management and the team and there are not many opportunities to give/receive feedback.
The relationship between team members is good, which means that communication in the sector is not so
impaired, but when there is a need for communication between sectors, the process is almost always
done in an inefficient way, so that when the information is not arrive late, the message ends up arriving
halfway, making it difficult to carry out the tasks.
We conclude at the end of the discussion that there is no point in having a policy if it is not followed and
that no matter how hard the team tries to maintain objective and linear communication within the sector,
it is necessary that there is support from management so that all sectors are integrated.
Based on this, the proposed path for solving current problems is that first, by implementing an internal
communication system between sectors, such as a unified intranet or a forum. In addition, it is
recommended that there are periodic, biweekly, or monthly meetings so that team members can receive
and offer feedback on each one's individual communication processes, opportunities for improvement
and on communication management. These meetings must be guided and take into account the
parameters and guidelines defined in the organizational policies and procedures and aim at the
individual's professional growth with a focus on achieving organizational goals.
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BSBXCM301 - Engage in workplace communication
Answer Paper – Mercury Colleges
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