Professional Documents
Culture Documents
BSBCMM201A
SECTION 1
Gathering, conveying and receiving information and ideas
Being able to communicate effectively at work is very important. Communication is about accurately sending or
exchanging information and ideas between people. The information may be simple; for example, Please photocopy
this letter'. Or it may be more complicated; for example, 'The change in policy means that clients must pay a 50 per
cent deposit when ordering goods'.
When people receive information they need to understand what they are supposed to do with it. The people conveying
the information need to make sure they explain it clearly.
To communicate effectively you must use listening and speaking skills appropriate for the person you are
communicating with. Knowing how to gather and relay information effectively is a key business skill.
Gathering relevant and accurate information promptly will help you and your team members complete your tasks on
time.
In this Section you will learn about:
a. Collecting information to achieve work responsibilities
b. Using methods and/or equipment to communicate ideas and information
c.
All these situations require that you source information and pass it on to the person who has asked for it. To do this
quickly and effectively, you need to know where the appropriate information is likely to be. Information can be gathered
from a number of different sources. For example:
print sources - journals and newspapers, newsletters and magazines, business reports.
Before you begin, it's a good idea to make sure you know:
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where you can get the information (i.e. some likely sources).
the intranet.
conditions of employment
training.
how it is set up
When searching for information in a filing system, be aware that the relevant material can be in more than one file.
Don't limit your search to the first appropriate file you come across. Also, not all documents can be accessed freely.
Some documents, such as personnel files, are kept under lock and key because of the confidentiality of their content.
You may need to ask permission to access these files, or someone else may need to access them for you.
The intranet
Many organisations have their own intranet. This is an area on the computer network that works like the Internet, but
only within the organisation. If the information you are seeking relates to internal matters, you may find the material on
the intranet.
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the Internet
your customers
The Internet
The Internet gives you access to the World Wide Web. It's like a huge electronic library that contains all sorts of data
from all over the world. You need to have a clear idea what you are looking for before accessing the Web. It contains a
lot of information, and it is easy to waste time searching through it.
To help you find information quickly, use a search engine a website that is a database of other websites. To do this,
simply key in the search engine address and then key in relevant words. Search engines are not all the same and
some have greater scope than others. You may want to use the 'advanced options' to narrow your search: for
example, to only see websites from Australia. There are many search engines, including:
www.google.com.au
www.ninemsn.com.au
www.yahoo.com.au
www.ask.com
www.altavista.com.au
Remember that not all information found on the Internet is accurate, up to date, objective or reliable. Some listings are
also paid advertisements which may be of no use to you. Keep this in mind when collecting web-based information.
Customers
Customers are also a useful source of information. Often this type of information is called 'feedback'. Feedback lets
you know precisely what the customer wants and thinks. It tells you what your organisation is doing well and what it is
doing poorly. It can also provide suggestions for improvement.
It may be your job to collate customer feedback from a questionnaire or survey that asked customers about a
particular aspect of the organisation. Organisations keep customer-related data to help them make decisions about
marketing and other operational strategies.
If you find it difficult to locate the information you want, ask a colleague or your facilitator for help.
a telephone conversation
a voicemail
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an informal discussion
a memo (memorandum)
a fax (facsimile)
a letter.
Your choice of equipment depends on how you are going to communicate. For instance, if you are going to have a
telephone conversation, you will use the telephone. If you are going to send an email, you will use the computer.
Communication equipment includes:
telephone
fax machine
Choosing the best equipment depends on what is available in your office and how you have decided to communicate.
The following parts look at a range of communication methods and equipment and the advantages and disadvantages
of using each one.
Telephone
The telephone is used daily in most organisations. In some places it is the most common way of communicating. It
allows people to have discussions and respond to each other. Communicating on the telephone is often very quick
and effective.
It does have some disadvantages. Unlike a face-to-face conversation, you can't see the person you're talking to.
Misunderstandings can occur as you don't have the 'complete picture'. On the telephone, you can't see facial
expressions or body language. These nonverbal parts of communication all contribute to what a person is really trying
to say.
Misunderstandings can also occur if you don't listen carefully, or you can't easily hear what has been said. People do
not always talk clearly. There might be a bad line or you might be distracted by noise or movement in the office.
Always check that you have passed on, or heard, the correct information.
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Another disadvantage of the telephone is that often people are not available to take your call and you may need to
leave a message. You need to judge whether leaving a message is the best way to relay the information (for example,
"Your 11.00 am meeting is cancelled") or to try again later.
Email
Email (electronic mail) has changed the way people work. Messages can be sent quickly and easily from one
computer to another. They can be formatted in many different ways and allow you to send information to both internal
and external clients.
Electronic files can be attached to an email message. Many organisations prefer their staff to use email to
communicate internally, instead of printed memos or handwritten notes. It is cheaper and easier to send an email than
to print out or write information.
There are several disadvantages to using email. First, problems can occur in transmission. This means that an email
is sometimes not delivered - it either bounces back or gets lost. Another disadvantage is that only computer-generated
(electronic) messages, documents and files can be sent. Any pictures, graphics, or handwritten text has to be scanned
before it can be passed on in this way.
You are also limited by the size of what can be attached to an email. Larger files and graphics take a long time to send
and can block up the email box at the other end. This type of information might need to be broken up or passed on in
another way. Finally, there can be just too much email! Some people at work receive hundreds of email messages a
day. Think carefully about what you need to say and to whom, and whether email is in fact the most appropriate
method.
Here are some helpful hints for communicating by email.
Helpful Hints
Type the key message in the 'subject' line.
Be concise - no more than a screen length if possible.
Use spell check.
Re-read your email to ensure no misunderstandings in tone or expression.
Avoid emoticons (smiley faces) and informal language in professional correspondence.
Only copy (cc) people in if they need to be aware of the message.
Intranet
Many organisations have their own intranet. An intranet is a network that is used to store and provide information
within an organisation. It is like the Internet, but only people within the organisation have access. It contains
information, such as forms, dates for meetings and details on personal and social events. If you need to communicate
to everyone in the organisation, the intranet is an excellent choice. However, you might need to get permission from
the IT department first.
The main disadvantage with an intranet is that you don't know whether your message has been read. There is no
simple way of checking, and it might mean that information does not get passed on at the right time to the right
people. If your message is important you might need to advise everyone that it is on the intranet, or perhaps pass on
the information in another way.
Faxes (facsimiles)
Facsimile means 'exact copy'. Fax' is the abbreviation of facsimile. Organisations use fax machines to send printed
information. Information can be transmitted from the fax machine, or directly from your computer, if your computer is
connected to the fax machine.
Faxes are usually sent if the information needs to be relayed quickly. They are faster than letters, and are cheaper
than an overnight postal delivery. The document has less chance of being lost, and the receiver gets an accurate,
exact copy of the information.
There are some disadvantages. Faxes can be difficult to read, may not transmit properly and can be delayed if the
transmission lines are busy. You can only send separate, unbound pages by fax. Security can also be a problem, as
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anyone can pick up and read a fax as it comes off the machine.
The ease of sending email and scanned documents has meant that faxes are less commonly used than they have
been in the past.
Word processing
Word processing software is the most commonly used software in the world. Why? Because anyone can use it to
produce a professional-looking document. This saves time and printing costs. Common word processing software
includes Lotus WordPro, Microsoft Word and WordPerfect.
A common word processing task is writing letters. Letters are used to pass on a variety of business information. They
are the preferred method of communication when a record of the business activity is required. A well-written and wellpresented letter makes a good impression on the reader.
The main disadvantage with using word processing software is that it makes it too easy to produce a document.
People often send letters that are not as well-written or well-presented as they should be. Letter writing is a skill that
takes practice. Producing a letter for somebody else also takes some discipline. Always follow the requirements of
your organisation regarding format and style. Always check your work for errors before sending it out.
Stationery
At times the most appropriate way to pass on information is simply to write a note. Always keep your stationery tidy
and a message pad by the phone. Telephone messages and handwritten memos are still very common ways of
communicating.
The main disadvantage with this type of communication is your handwriting. Can it be read? Write clearly! Some
people find it difficult to read other people's handwriting. If your handwriting is not easy to read it is better to carefully
print the message, perhaps using upper-case lettering (capitals). Also, a hand-written message or note can easily be
lost. Make sure you leave the message in a safe and obvious place.
Electronic presentations
Overhead projectors, electronic whiteboards and multimedia presentations are useful ways of passing on information
at a meeting. Overhead projectors are an older technology but are still useful. Multimedia allows for more variety in
presentation. Electronic whiteboards allow you to print a copy of what is written on them.
The main disadvantage with using this type of equipment is the technology itself. What if the room doesn't have
enough power points or a large enough screen? What if the multimedia presentation malfunctions? To avoid any nasty
surprises, make sure everything is connected and in good working order before the presentation or meeting begins.
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Listening effectively
Listening is very important to the communication process. It is how you receive and understand information and ideas.
Through listening it is possible to learn:
what the other person's needs are
what information the other person is trying to share
what the other person thinks about something
whether the other person has understood what has been said.
A great deal of your time is spent listening to other people. Most people will agree that good listening is hard work. It
takes an effort and some practice, but can be achieved if you keep trying.
Following are some tips that will help you be a better listener at work.
I heard about your organisation on the radio. Can you tell me the benefits of becoming a member? What does
it cost?
If the inquiry is not routine it may take a little longer to collect the information required, as in the next example
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you hear it correctly? Did you pass it on accurately? It is always a good idea to check.
When you receive a message, repeat the information back to the other person to make sure you have heard it
correctly.
Some examples of people receiving information at work include:
somebody giving a task; for example, 'Kate, would you please make 23 copies of this letter?'
somebody giving information; for example, 'I am not able to keep the appointment'
taking an incoming telephone call; for example, 'This is Brad Jensen from The Times, to speak with Ms
Simone Debraski'
needing to pass on a message to someone else; for example, 'Russell, if Mr Arendt calls, please tell him that
I'll phone after 3.00 pm'.
By listening carefully, you should be able to pass on the information accurately. For example, in the situation above, if
you told Simone that 'Brett Johnson' from 'the newspaper' was on the phone, it could be very embarrassing. Not only
would Simone call Brad by the wrong name, she wouldn't know which newspaper he was calling from. Both of these
things would make Brad think your organisation was unprofessional.
Here are some helpful hints for receiving and passing on messages.
helpful hints
Take notes
Sometimes good listening can only be achieved by taking notes. A good example of this is when you are dealing with
messages left on voicemail or an answering machine.
Many organisations use answering machines/voicemail to record messages from people when no-one can answer the
telephone.
If there are messages left you need to listen very carefully. You may even need to replay them. This is because some
callers do not speak clearly, or they speak too quickly. You will have to write down the:
If somebody has left a very long message, simply write down the main points.
Speaking effectively
Talking to somebody and communicating are not the same thing. What if the person can't hear you very well? What if
they don't understand the language? For communication to take place, both people must understand the information
in the same way.
Most of the time, people don't think about how the other person will interpret the information. They assume the person
will understand what is meant. For example, if you say to someone, 'Please pass the sugar', you assume that they
know you want them to pick up the sugar bowl and give it to you. But you are also assuming that the person:
speaks English
But if the person didn't hear you, doesn't speak English, or doesn't know what sugar is, the communication would not
be successful. In all workplace communication you should speak clearly and politely and make sure the person
understands what you are saying.
Using appropriate language and considering individual differences are important in workplace communication.
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identifies who the caller is speaking to (this is important in case they need to call
back later)
is an offer to help (this encourages the caller to feel at ease and invites the caller to
say why they have called).
Answer promptly
Always answer the telephone promptly, even if you are busy. This gives a good impression of your organisation.
People don't like to be kept waiting. Some companies have a policy about how quickly the telephone should be
answered; for example, within three rings.
Clarify needs
When answering the telephone you also need to listen carefully to find out:
It is important to clarify their needs. Then you can decide whether they can be helped immediately or need to be
transferred to somebody else. Often people explain why they are calling at the beginning of the conversation.
Sometimes you need to ask the caller why they have called before you can help.
In the next example, Ellen prepares well before making a call. In this example, Ellen doesn't need to speak to a
particular person. She knows she can make arrangements with the receptionist.
Example
Ellen needed to call a courier to deliver a parcel for her supervisor. Her company generally used Express Couriers and
she found the number in the office directory. She checked, with her supervisor, what time the parcel was to be picked
up and the address it was going to.
Before making the call, Ellen wrote down the information so she could give the courier company all the necessary
details.
Express Couriers 6224 8651
Parcel ready to be picked up at 1.30 pm today.
Parcel to be picked up from Positive Printers, Level 3, 102 Elizabeth Street, Hobart.
Parcel to be delivered to: Student Records Department, University of Tasmania, Churchill Avenue, Sandy Bay.
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introduce yourself
Receptionist: Good morning, my name is Con Papadopoulous from Lakeside Receptions. I'm calling to confirm the details for your
function on Thursday, the 25th oh June Your booking is for 40 people and you will be in the Taverner Room upstairs We will provide
a whiteboard and an overhead projector Morning tea will be served in the lounge area at 10.30 am lunch at 1.00 pm and afternoon
tea at 4.00 pm. Does that sound all right?
Client: That sounds great, Con. One of our people can't attend now, so there will only be 39. Can you make that change?
Receptionist:
Certainly. I'll change that for you. I'll fax the details to you this afternoon.
Helpful Hints
Good communication means:
speaking clearly
not assuming that the other person knows what you are talking about
Seeking feedback
Seeking feedback about the way you work is always a good idea. Remember, feedback is not a negative thing, even if
some of the comments are not what you want to hear. Feedback is an excellent way to find out how you are going. Did
you gather the correct information? Did you pass it on appropriately? Have your speaking and listening skills
improved? Seeking feedback is a great opportunity to think about how you can improve the way you work.
Feedback can be gathered from a number of different sources. These might be internal (for example, your supervisor,
colleagues, team-mates) or external (for example, suppliers or customers). It can be verbal, such as comments, tips
and helpful suggestions discussed while work is being carried out. Or it can be written, such as notes, memos or brief
reports explaining where to make changes and improvements.
Some organisations have a formal process for giving feedback to their employees. This is called a performance
appraisal and might take place every six months or every year. It is an opportunity to discuss work issues and
concerns as well as your performance. It is also a good time to ask for feedback on how you can improve the way you
work.
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Having a mentor someone who offers suggestions based on their experience and who you can approach when you
want to discuss a work issue is also a good idea. Ask your supervisor if they can arrange a mentor for you.
Legislation
All organisations must comply with a number of legal requirements. These include the following:
All employers must treat information about their employees and customers in a confidential manner.
As an employee, you must also observe the occupational health and safety laws and rules. These help keep your
workplace, and the people you work with, safe and healthy. Being healthy includes being happy and not being under a
lot of stress. If you treat a colleague unfairly, or in a discriminatory way, you are adding to their unhappiness and
stress.
Codes of ethics
Some industries and organisations have a code of ethics that employees are expected to follow. These codes
highlight areas such as honesty, privacy, integrity and respect. A code of ethics also lets customers know that the
organisation deals fairly with them. For example, the telecommunications industry has a strict code of ethics for people
in call centres. The code includes instructions about what hours they can call people and how a contract for
purchasing something must be explained to a customer.
Confidential information
There is some information that should not be given out to people. For example, you should not give out personal
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information about people who work at your organisation. Information that should not be given out is known as
'confidential information'.
Confidential information includes:
financial information
Some information may be given with permission. For example, a staff member at your organisation may agree for you
to give somebody their home telephone number. Or, your supervisor may give permission for you to tell a particular
person about a draft report. If you're not sure, however, don't give out the information. Always check first.
Discussion topics
Form a discussion group to brainstorm these ideas with their colleagues
'She says one thing, but her stance says something else.' Discuss this statement and the importance of body
language.
A sales assistant is using complicated jargon with a customer. Discuss how this might make the customer feel.
You must keep certain things confidential.' What sort of information do most people want to keep confidential?
Why?
Section summary
Being able to communicate exchange information and ideas effectively is an important skill in any
workplace because people in a workplace exchange information and ideas all the time.
Information can be gathered from many sources: internal (within the organisation) and external (outside the
organisation). You should know the appropriate sources of information.
When you are asked to communicate information, you need to choose the appropriate method and equipment
for the task.
You should always seek to improve the way you work. You can pick up new ideas from seeking feedback,
asking for advice and taking advantage of any learning opportunities that are available.
Communication in the workplace, whether instructions or inquiries, should be responded to promptly and
according to the requirements of your organisation.
Section 2
Completing workplace documentation and correspondence
Many people think that writing is all about grammar and spelling. But a note or a letter can have perfect grammar and
mean nothing at all. Writing should be about communication.
In any piece of writing, you are communicating your thoughts and ideas to someone. You need to be able write in a
way that makes your ideas easily understandable and that follows standards put in place by your organisation. Then
you will enhance the flow of information in your workplace.
Presenting written information in clear and concise language to ensure the meaning is understood
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Presenting written information in clear and concise language to ensure the meaning is
understood
Writing at work
There are many reasons for writing at work. Sometimes spoken words are just not suitable. You might want to tell your
customers about a new product, report an accident or apply for annual leave.
You might also need to:
remind somebody of something; for example, instructions to follow when preparing pay slips
request information; for example, asking whether employees can attend a meeting or requesting a file
publicise an event, activity or achievement; for example, details of new training opportunities, expected
visitors or new staff appointments
provide briefing notes; for example, for another person to talk about a specific topic in a meeting
report information; for example, monthly sales figures, meeting minutes or meeting outcomes.
An advantage of writing is that it is a more permanent form of communication. Once something is written down, you
can always refer to it, so there is less danger of forgetting the information. You can also revise a piece of writing before
it is sent. This gives you more time to think about what you are trying to say and get it right.
Despite these advantages, there are some drawbacks. First, writing is not the same as face-to-face communication.
There are no visual cues. You cannot see the facial expression of your reader or their body language. Nor can you see
if your words have been understood. The reader cannot interrupt you to clarify what they have just read. Also, writing
is not as immediate as verbal communication. When you send a written message it usually takes some time to get a
reply. A written document can also be delayed or lost.
There is no guarantee when, or if, the communication will actually take place.
clear
concise
courteous
correct
jargon-free
Clear writing
Clear writing is easy to understand. Always use plain English - this means using simple words, short sentences and
short paragraphs. Never use a long or technical word if a simple word will do. Paragraphs should only contain one
thought or idea, and be no longer than five or six lines. It is better to write a short paragraph than confuse your
audience by putting two or more ideas in one paragraph. Clear writing means that the reader is less likely to get
confused.
An example of unclear writing is:
Pursuant to the reference proposed by the undersigned at last night's meeting, I herewith furnish the
preparatory documents.
An example of clear writing is:
Enclosed is a draft of the report I discussed with you at last night's meeting.
Concise writing
Concise writing uses as few words as possible to relay information. To write concisely, you need to explain exactly
what is meant, avoid repetition and don't bore the reader with unnecessary information. Include specific details and
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definite statements. Think carefully about what needs to be communicated. Only include information that is relevant to
the situation and the receiver.
An example of inconcise writing is:
Ms Byrne was forced to cancel her meeting this morning, due to food poisoning she contracted from a
seafood dinner she ate last night at the restaurant adjacent to the train station.
An example of concise writing is:
Ms Byrne cancelled her meeting this morning because of illness.
Courteous writing
Courteous writing is polite and respectful. This means that you show respect for the reader as a person. It involves
being tactful and making sure your writing doesn't offend your reader.
Avoid words and phrases that might provoke a negative response, such as: 'You said that...', "You claimed that...' or
'You have failed to ...' Try to be positive, not negative. Remember that you need to encourage your reader's goodwill,
even if the current situation makes it difficult.
An example of discourteous writing is:
We have received your letter of 17 April 2007. You claim that the sandals you bought are faulty. However, you
failed to post them to us, so we cannot verify your claim.
An example of courteous writing is:
Thank you for your letter of 17 April 2007. If you post the faulty pair of sandals to us we will be happy to
forward a replacement pair to you by return post.
Courteous writing also uses an appropriate tone. This means that the language of your message is appropriate to the
audience. Business writing is more formal than if you were writing a casual letter to a friend - being too familiar can
offend your reader.
When writing formal business letters:
don't use contractions; for example, write 'you are' instead or 'you're'
always refer to people by their correct titles; for example, Ms, Mrs, Mr, Dr, Professor.
Courteous writing also avoids sexist or discriminatory language. It uses words such as chair or chairperson instead of
chairman.
If you are drafting a document using titles such as Ms, Mrs and Mr, and you are not sure of the person's sex, check
with someone first. Many names, such as Kim, Gerry, Terry, Cong and An, can be either male or female.
Correct writing
Correct writing follows specific rules and styles for business writing. Many organisations have their own 'in-house' style
that everyone is expected to follow. This is to make sure all documents have a certain 'company look'. For example,
your organisation may want you to set out the name and address on a letter in a certain way. Or, you may be expected
to set out a memo in a certain style and format.
An example of unprofessional or incorrect writing is:
Greg Wells,
Thanks for your stationery order.
An example of professional writing is:
Dear Mr Wells
Thank you for your stationery order
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Mark
example
Full stop
Question mark
Comma
Semicolon
To separate independent clauses, separate Team members included Vanessa, Joe and Saul
expressions or items in a series
from Sales; Tran, Mary and Peter from Marketing;
and Tom, Walt and Lyn from Administration.
Colon
Parentheses, or
round brackets
()
To enclose words that are additional to the Participants are required to pay a $20.00 (incl. GST)
flow of thought
registration fee.
Hyphen
Apostrophe
To indicate ownership or omission of letters Sabrina's file was lost. They're going to be late.
Quotation marks
Your document must also be complete. This means that you have included all the information the reader wants or
needs to know. Try to see the communication from the reader's point of view. Will they be able to read your document
and understand clearly what you are trying to say?
telephone messages
email messages
memos
The way you write these documents should be strongly influenced by what you have just learnt about how to
communicate more effectively in writing.
The style and format of these documents will vary. Much depends on the individual requirements of your organisation.
Many organisations will have proformas or templates that will lay out what information in these documents should look
like. You need to find out what these are and follow them as closely as possible.
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There are also some basic standards regarding the style and format of simple business correspondence, covered in
the next few sections.
Telephone messages
One of the most common types of written messages is the telephone message. You may have to answer the
telephone and record messages because people are not available to take calls. For example, they may be in a
meeting, out of the office or just too busy. You may also have to make a record of a message that has been left on an
answering machine or somebody's voicemail.
Always have a pen and paper handy when answering the telephone. Some organisations provide telephone message
pads, although many organisations now record these messages straight into email.
When you take telephone messages, write down the following information:
date
time of call
the caller's:
o
name
telephone number
message (what the call is about; whether the caller wants to be called back)
your initials (in case somebody wants to check something about the call).
Keep your messages short. Sometimes the person calling may leave a long or complicated message. When it isn't
practical to write down the entire message, just record the main points.
Message Slip
Message Slip
To ......................................................................................
To ......................................................................................
M ........................................................................................
M ........................................................................................
of .......................................................................................
of .......................................................................................
Telephoned
Came to see you
Wants to see you
Please phone
Will call you again
Returned your call
Telephoned
Came to see you
Wants to see you
Message
Message
Message taken by
Message taken by
Please phone
Will call you again
Returned your call
Make sure you get all of the caller's details. You may need to ask questions to clarify the purpose of the call. You may
also have to repeat some of the information back to the caller, to make sure that it is correct. The most important point
is to record the message accurately and clearly, as in the following example.
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Example
Message subject Who the message is from -
To:
Anne Chuff
Cc:
Nicole Regis
Subject:
July symposium
Message subject
Greeting
Message -
Attachment
Dear Ann,
Further to our conversation yesterday, Marjorie
Honeyspeak would be happy to present a paper at
the July symposium. I have attached a draft outline of
her speech.
speech- July, doc (31 KB)
Please forward the final program details of the
symposium to myself or Marjorie.
Close
Name of person who sent -the message
Most organisations have a signature template that you can add to the end of any business email. This gives your
name, title and the contact details of the organisation.
Remember that personal or sensitive information, such as problems with a colleague or dissatisfaction with a task,
should not be communicated in an email message. Always follow the policy of your organisation for sending emails.
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Memos (memoranda)
Email messages have largely replaced memos in the office. However, memos are sometimes sent when information
has to be forwarded to a number of people or to someone in the organisation who cannot be contacted personally.
They are also used when a record of the correspondence is required.
A memo might be used for:
a general announcement; for example, about office policies, safety procedures, new working
conditions or social events
correspondence between an employee and their supervisor; for example, regarding leave
applications, meetings, instructions or performance
correspondence between teams or departments; for example, about new projects, timelines or
meetings
a short report; for example, to inform staff of decisions made, new procedures or achievements.
The memo in the next example is written to all staff. It is making a general announcement about the new customer
service officer.
Receivers of the memo
Memo
Example
Memorandum
To: All Staff
cc:
From: Office Manager
Date: 23 June 2007
Subject: Hot water
The hot water will be turned off for 4 hours from 8.00 am to
12.00 pm on Monday 26 June.
This is to allow the plumber to fit new pipes under the kitchen
sink.
We can use the hot water in the office next door for any
emergencies on Monday.
Please see me if you have any queries.
Thanks Cecilia
The tone of a memo should be similar to that used in an email - polite and appropriate to your audience. Memos
usually contain headings such as:
To - the receiver of the memo
BSBCMM201A section 1 materials
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cc - 'carbon copy' the name/s of people who are receiving a copy of the memo
From who the memo is from
Date - the date the memo was sent
Subject - a brief description of the memo contents.
Underneath these headings there is space to write the text of the actual memo. Most people end their memos with
their name only. Memos can be signed or initialled but this is not necessary. Some organisations have a memo
template that all staff should use.
Faxes (facsimiles)
Information sent by a fax machine should always have a fax cover sheet attached to it. The fax cover sheet lists the
details of the fax and who is sending it. The receiver can then check that all the information has been correctly
received.
You need to include a cover sheet with all faxed documents. This is because faxes can sometimes be unreliable.
Paper can jam, pages can get lost in transmission, and some text can be difficult to read.
Fax cover sheets should contain:
details of the sender's organisation, including name, address, email address, telephone and fax numbers
the receiver's company name and fax number - if the wrong number is dialled, the person who gets the fax by
mistake can then see that it was meant for someone else and can contact the sender to let them know of their
mistake
the name of the person the fax is for - this helps the person who collects the fax know who the fax should go
to
a contact name - so the person who receives the fax knows who to contact if they have any queries
the date
the total number of pages sent - so the receiver knows how many pages they should receive
space to write a brief message to briefly explain the contents of the fax if necessary.
All these details must be filled out carefully and correctly. Some organisations have a standard fax cover sheet
that must be used.
In the following example, the written information on the fax has been kept short so that it is easy to understand and the
instructions are clear.
Facsimile
To
John Doe
From
R U Cumming
Company
Student excursions
Date
23 February 2015
Fax No
06 98798754
Fax No
02 34533444
Phone No
06 45671233
Phone No
02 34669984
Our Ref
fax.doc 20xx/34
Message
Attached is the information about bus hire you requested
R Cumming
Page 20
Drafting letters
Most organisations produce and receive a large number of letters. This is likely to be the main correspondence you
will have to draft.
Letters can be sent through the post, by fax, or, in some cases, attached to an email. A letter is often the first contact
you have with a customer. It is important that it is well-written so that you provide an excellent first impression and
communicate your message clearly and effectively.
letters of acknowledgement
covering letters
letters of confirmation
letters of inquiry
letters of request.
Letters of acknowledgement
Letters of acknowledgement are sometimes sent to confirm that the organisation has received a letter. For example,
acknowledgements are often sent to people who have sent in job applications. The letter of acknowledgement tells the
sender that their application has been received and that they will be contacted by a certain time, as in the example.
Dear Ms Robinson
Thank you for your application for the position of Customer Service Officer.
Your application is currently being processed and we will inform you of the outcome as soon as possible.
Yours sincerely
Covering letters
Covering letters are used to briefly describe what is being sent. For example, if you are asked to forward a report to a
client, you may need to draft a covering letter. This simply informs the client that they will find the relevant documents
inside, as in the example.
Dear Dr Chen
Please find enclosed the men's clothing catalogue you requested. Should you require any other information, please feel free to call
us.
Yours sincerely, ...
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Letters of confirmation
Letters of confirmation back up something agreed to over the phone or in person. For example, if your supervisor has
agreed to meet a customer on a certain date, they may ask you to send a letter to the customer confirming the date,
time and location of the appointment. This way you have a written record with details that can be checked if
necessary, as in the example.
Dear Ms Harcourt
Following our discussion on 15 July 2008,1 wish to confirm your attendance at the Final Project Meeting. The meeting has been
scheduled for Monday, 22 September at 10.00 am in Room 339, 1st Floor, VFDC Building, 101 King Street.
It is expected that the meeting will continue until approximately 2.00 pm. A light lunch will be provided.
Yours sincerely,...
Letters of inquiry
A letter of inquiry is usually a request for information. It should be brief, to the point and courteous. For example, a
letter of inquiry to a convention centre might ask for information about the availability of meeting rooms and catering,
as in the example.
Dear Mr Kono
Could you please supply me with information regarding the conference facilities at the hotel. I wish to know, in particular, the size
and number of meeting rooms, the presentation equipment available, the catering options and the costs.
Yours sincerely,...
Letters of request
A letter of request is sent when you require a specific service. An example of this type of letter is a request for a quote
for building work, a printing job, or to book a meeting room at a convention centre, as in the example.
Dear Mr Kono
I would like to book the following facilities for Monday, 28 July 2008. Please reserve two rooms, each set up in theatre style to
accommodate 30 people. In each room, please provide an electronic whiteboard and jugs of water and glasses. I would also like to
book morning and afternoon tea for 60 people.
Could you please confirm availability of the above and forward a final estimate of the total cost.
Yours sincerely, ...
Letterhead
The organisation's letterhead is the area of the letter that includes the organisation's address, contact numbers, email
addresses, and sometimes a slogan or logo. Most organisations have pre-printed paper with a letterhead. These
details are usually printed at the top of the page, but can also be at the bottom, or down one side of the paper.
Date
In Australia, it is common to write the date in day-month-year order; for example, 30.1.2008). You may receive letters
from countries that use the US system of month-day-year order; for example, 1.30.2008. For this reason, it is usually
better to write the month in full; for example, 1 January 2008. The date is usually written below the letterhead details (if
the letterhead details are at the top of the page).
Inside address
The inside address is the address of the person being written to. The inside address usually sits below the date but
always on the left hand side.
Greeting
The greeting consists of 'Dear' followed by the correct tide and name of the person being written to; for example, 'Dear
Ms Palmieri' or 'Dear Sir/Madam'.
Subject heading
BSBCMM201A section 1 materials
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A subject heading may be included to draw immediate attention to the content of the letter; for example, 'Re: Summer
2009 Selection'. The subject heading is included below the greeting.
Close
Different words are used to close, or sign off, the letter. The words used depend on who the letter is addressed to and
how formal or informal it is. 'Yours sincerely' and 'Yours faithfully' are the two most common phrases used to close
business letters. It is generally advised that 'Yours sincerely' is used if you do not know the person's name (for
example, you have opened with 'Dear Sir') and 'Yours faithfully' if you have opened with the person's name. Only use
a less formal, friendlier greeting such as 'Regards' or 'Best wishes' if you know the person well. The close is inserted
underneath the final paragraph of the body of the letter.
Signature
The person responsible for the letter should sign their name, with their name and position typed below their signature.
Leave four lines of blank space under the close, to make room for the signature. Then type the name of the person
sending the letter followed by the tide of that person on the line below. This is called the 'signature block'.
Enclosures
If other documents are enclosed with the letter, the number and details of enclosures can be written a couple of lines
below the signature block, after the notation 'enc.' or End.'.
Copies
If copies have been forwarded to other people, their names can be listed below the reference to enclosures, after the
notation 'cc:'.
all punctuation outside the body of the letter is left out (this is called 'open
punctuation')
Page 23
details
Date
16 February 2008
Ms Francesco Palmier!
Distribution Manager
Sandalwood Furniture
70 Rose Street St
Thomas 1608
Greeting
Subject heading
Dear Ms Palmieri
SUMMER 2009 COLLECTION
Yours sincerely
Sam Wilson
Signature block including: . Space
to sign
Sam Wilson
Brand Manager
Encl 2
Number of enclosures
Name(s) of additional people the
letter _ will be forwarded to
Cc Mr Sandbridge
Page 24
Some written messages may be marked 'urgent' and must be dealt with immediately. Most will have to be prepared by
a certain time and date. Other messages may not have a timeline and you will have to use your judgment to prioritise
them, that is, to work out what should be done first and what can be left for a later date.
Have you used an appropriate tone? Are the language and information correct? Make sure you check spelling,
grammar and punctuation as well as figures and amounts. Use the spell check function on your computer but
remember that it only picks up incorrect spelling. For example, if you meant to write 'It was a sad ending' but in error
typed 'It was a bad ending', the computer would not identify the error. It will not pick up 'an' as being incorrect, though
you really meant to type 'and'.
Australian Standards a national framework that provides a level or standard organisations should meet in
their operations
When drafting business correspondence, these requirements might direct that you:
make amendments
obtain signatures
Page 25
You will probably have to make a few changes and may even have to do several drafts. All of these will need to be
checked. This process continues until your correspondence has final approval and is ready to be sent.
Making amendments
In most cases, any amendments that you need to make will be clearly marked on the draft copy of your document.
You can then make these changes, print the document again, and present it again for approval.
If you are interested, there are books on general business writing that can provide further information about editing
marks. However, many people use their own individual marks, and you need to become familiar with the way that your
supervisor, and other people within your organisation, indicate corrections on your work.
Obtaining signatures
If you are drafting a letter for someone else, you will need to obtain that person's signature before the letter is sent.
Sometimes another person can sign the document on their behalf, if the signatory is unavailable. You should know
who is authorised to sign the correspondence you are drafting.
If you require someone to sign a document, warn them in advance so that they can set aside some time for approving
and signing.
postal services
courier services
hand delivery.
Page 26
department).
Forms and documents are used as prompts for the information that is needed. For example, sick leave forms will
usually ask for dates of leave, employee details, and if a medical certificate is provided. This information is required to
calculate who is taking leave, how much, what leave they have remaining, and if it is eligible to be paid as this type of
leave.
In order for forms to be useful they must be designed and completed in a way that is clear, concise and easy to read.
Clear forms leave no question as to what information is required. The fields to be completed will be labelled clearly,
and thus the completed form will also be easy to understand.
Concise forms only ask for information that is required. Most forms will be no longer than one A4 page.
Easy-to-read forms are well laid out and formatted, with adequate space to insert details. They are easy to read both
before and after they are completed.
Example
Good/ Clear
poor /Unclear
Please attach your receipt to form 22B to claim We require evidence of your purchase by way of proof
petty cash.
of money spent and the
appropriate form completed to claim petty cash.
Concise
Wordy
Easy-to-read format
Hard-to-read format
Leave application
Leave application
Name:
Employee number:
Today's date:
Date:
Annual leave
Sick leave
Date:
Carer's leave
Total days:
Study leave
Signature:
Approved by:
Page 27
Annual leave forms will generally be straightforward to complete. They may be combined with other leave forms, such
as sick leave or study leave, and require the person completing the form to specify which type of leave they are
applying for. These forms will ask for dates, total amount of leave taken, and will often have a space for the manager's
approval. As employees are only entitled to a certain amount of leave per year, leave forms allow this to be calculated
and an official record kept.
Petty cash forms are important in maintaining a record of financial transactions. Sometimes employees need to pay for
a work expense out of their own money It may be milk for the tea room or a taxi to a meeting. In order to ensure that
they are reimbursed for the expense, a petty cash form is completed. This will usually ask for details of the purchase
and a receipt.
Stationery order forms may be for an internal department, via a centralised order system, or an external supplier. They
generally have either a list of available items and the employee specifies the quantity required. They may have a
space for product codes and prices or totals.
Bank details forms are usually completed by an employee when they start working for an organisation. They allow the
payroll staff to deposit the employee's salary directly into their nominated bank account. They may allow for more than
one account, but will ask for the bank, branch, BSB number and account number.
Training application forms allow employees to apply for and gain permission to undertake professional development.
The activity may be a conference, or short or long course of study that is delivered by the employer or external training
provider such as a TAPE or university. It also allows the human resources department to track the training that is
undertaken by employees and keep a record of the skills and qualifications within the company. These forms may ask
for details of the course (including date, cost and provider), previous qualifications, employee details, and how the
course relates to the employee's current role.
Examples of these forms are on the following pages.
Example
Scott and Associates Annual Leave Application
Name:
Lisa
Nguyen
(Given Names)
Staff Number:
5020416
Position:
Administration Assistant
Department
Human Resources
Period of Leave:
First Day
(Family Name)
01
/
/
Last Day
04
04
08
04
08
Date:
Date
Date:
Checked:
Date:maintain
/ a copy
/ for your records)
(Please
forward this form to Personnel and
Page 28
Example
LINLOCK TRADING PETTY CASH CLAIM
'Individual staff reimbursement claim from petty cash float custodian)
Payee name:
John Mclntyre
Date
Date Q4.April.20.08.
Authorisedby: Barbara Zanzoppulous
Enter invoice/receipt details on each row
Supplier
Cost-code Amount
GST
Ol-Apr-08
ABC Taxis
013-4555
$38.00
N/A
$38.00
02-Apr-08
Shell Convenience
455-1234
$8.00
N/A
$8.00
Totals:
$46.00
$0.00
$46.00
J R Mclntyre
Page 29
Example
Joe Zazos
*Email
9878-601 2 '
*Fax number
8979-6112 *
*Account to be charged
123-456
Quantity
20 x 500 sheets
Letterhead - Personalised
#10 Regular Envelope
#1 0 Window Envelope
x 500 sheets
2
x 500 envelopes
x 500 envelopes
x 500 envelopes
x 500 envelopes
x 500 envelopes
x 500 envelopes
Page 30
Example
Zozo Laboratories
Staff bank details
Instructions: The employee should complete Sections A and B only.
Payment of salary mil not commence until this form has been received by the Payroll
Coordinator.
A. PERSONAL PARTICULARS (to be completed by the award holder)
Title
Dr
Surname: Armand
Given names
Francois
Postcode: 3011
Telephone (Home/Mobile): 99732344
Date of birth: 22/4/67
Email: ,draf@bccompany.com.au
ID number : 13657
Department: Research & Development
B. BANKING DETAILS
Name of financial institution
Bank Australia
Branch
Footscray
Address
Account Number
12345678
Position number:.
Yes /No
. Date:
(y:\n\payoffice\bankdetl.doc)
Page 31
Example
Facilities Management
Application Form to Attend a Course or Conference
Other names: Mathatahi
What I hope to achieve from attending: updating my industry knowledge by listening to keynote
speakers. Undertaking workshops will improve the skills I use daily and improve my product knowledge and
communication with clients
Costs (excluding GST)
Course/conference fees
$2000
Airfares
N/A
N/A
Total
$2000
Nil
$2000
Signature of applicant:
M Ali
Date:
Other documents
Organisations will also use forms or documents that are designed by institutions outside of the company. These may
be from government departments, suppliers, insurance firms or professional membership bodies.
Some commonly used forms and documents include:
Superannuation forms
Superannuation Forms are completed by employees to advise their employers which superannuation fund they want
payments to be made to on their behalf. The form will usually have separate sections to be completed by the
employee and employer as well as the superannuation company.
Page 32
Membership forms
Some organisations require their employees to be members of appropriate professional bodies as evidence of their
qualifications and skills. For example, physiotherapists may be registered with the APA (Australian Physiotherapy
Association). Membership forms will require details of qualifications and experience, and may need to be completed
annually.
Form 4:
Basic WHS workplace inspection checklist
Version: 2.6
Next review:
12 May 2015
May 2016
Inspection site:
Inspection date:
Workplace inspection team: (those completing this inspection)
Name
S denotes satisfactory
Position
U denotes unsatisfactory
Work areas
Comments
Comments
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Fire safety
Comments
Comments
Comments
Comments
Comments
Page 34
Unsatisfactory aspect
Discussion topics
Form a discussion group to brainstorm these ideas with their colleagues.
Discuss techniques that make writing more concise; for example, getting rid of unnecessary words.
Discuss the importance of drafting work. What might happen if you don't draft your work?
I get fed up with my manager correcting my work. Sometimes I have to write four drafts of a letter before she is
satisfied with it.' Discuss what this worker could do to avoid this situation. Also discuss why the manager is so
insistent that the letter is correct.
Go to the website at: www.weaselwords.com.au/index3.htm (viewed 30 May 2008) and read some of the
examples of poor written communication in the workplace.
Discuss an example with a classmate.
Write down and discuss any other issues that are relevant to you and your team.
Section summary
Routine written correspondence is produced to a standard format or layout.
The most common types of written communication in the office are telephone messages, emails, memos, faxes and
letters.
Some organisations have specific procedures for passing on messages and presenting information.
Writing should be clear, concise, courteous, correct, jargon-free, accurate and complex.
Written correspondence should be drafted and passed on to a senior staff member, such as a supervisor or manager,
for checking.
Forms and documents from other institutions may need to be completed.
Forms and documents should be clear, concise and easy to read.
section 3
Communicating in a way that responds positively to individual differences
In the workplace, you work with people from a range of backgrounds. In order to work effectively with all of
your colleagues you need to be able to identify and understand the way their backgrounds influence how
they communicate and interact with others.
BSBCMM201A section 1 materials
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There are a range of factors that influence individual differences cultural background and language skills
are two of the most obvious. You need to consider and value these factors when communicating, and treat
individuals with respect. Applying strategies for positive communication that adhere to organisation
guidelines and protocols will help you do this.
In this Section you will learn about:
showing empathy
Showing courtesy
Courtesy is about how we behave towards others in a social or work environment. It is closely linked with
manners, or what is considered to be polite. Behaviour that is defined as courteous depends on the culture
and immediate environment. Ideas of what is courteous change over time. In the past, it was considered
appropriate and courteous for men to stand when a woman entered the room. This is no longer seen as a
requirement to show courtesy. Today, the most basic expectations of courteous behaviour include saying
'please' and 'thank you'.
Ways to show courtesy include:
acknowledging that others' time is important - 'Do you have time to show me the software now?'
Showing sensitivity
Showing sensitivity is about having an awareness of others' feelings and circumstances and taking that into
consideration when you communicate and interact with them. In the workplace this means showing
sensitivity not only in your individual interactions, but how you behave or respond in teams and meetings. It
BSBCMM201A section 1 materials
Page 36
is also about the ideas or language you use in your work. For someone who speaks English as a second
language, you could show sensitivity by using straightforward language that avoids slang or colloquialisms.
Showing sensitivity is also about ensuring that the words that you use and the way that you communicate is
free from language that could be seen as sexist, racist or biased.
Ways to show sensitivity include:
taking the perspectives of others, including people who are very different from you
using inclusive language (for example, using 'Chairperson' rather than 'Chairman')
adjusting your communication style to be appropriate for the setting and audience
The following checklist can assist you in determining whether you are demonstrating the concepts of
respect, courtesy and sensitivity in your interactions with others:
In
shown empathy?
refrained from talking over others and let them finish what they are saying?
made sure to say please and thank you for information and items?
acknowledged that others' time is important and ensured they are free
when 1 asked them to do something?
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Cultural differences
Becoming more aware of cultural differences can help you communicate with others more effectively. It is
useful to ask yourself how culture may be shaping your own reactions, and try to see the world from
another's point of view.
Some cultural differences you may come across in the workplace include:
Subject
Cultural Difference
Eye contact
Page 38
Verbal communication
The way we verbally communicate is influenced by our culture. It may be the words we use, our tone, or
how formal or informal our language is. In French, for example, there are different words meaning 'you'.
One version is used when speaking with people you know well, the other for strangers, older people, or
people in positions of seniority; using the wrong one is a cause for offence. While we don't have this 'inbuilt
formality' in English, this example demonstrates the close link between culture, language and
communication.
Without a level of awareness that words and actions mean different things in different cultures, we run the
risk of offending or upsetting others. No-one is expected to understand the specifics of cultures across the
world, but we should be aware of people's reactions when we communicate, as this can signal us when
their interpretation differs from our intent.
For example, a bricklayer employed a man of South American background as a labourer. At the end of the
day the bricklayer, very impressed with his new labourer, patted him on the back and told him that he
'worked like a dog today'. The labourer was infuriated. As far as he was concerned he worked harder than
anyone that day and yet his boss insulted him by comparing him to a dog. Although the boss intended this
as a compliment, in the labourer's culture, to be compared to a dog is one of the greatest insults you can
give.
In another example, a human resources manager was interviewing university graduates for a job. Many of
the applicants were from Asia and India. The manager asked all the applicants to talk about their role in a
team, in order to judge their teamwork skills. Those who had grown up in Australia highlighted their roles
and responsibilities and how this had worked within the team. Many of the applicants who had grown up
overseas only talked about the team as a whole. The interviewer found it hard to judge their personal
teamwork skills. For many of those students it was arrogant and inappropriate in their culture to speak
about themselves over the group, and this was reflected in the way they answered the question.
Non-verbal communication
Non-verbal communication is sending and receiving messages in a variety of ways without the use of
words. It can be intentional and unintentional. It includes:
touch
eye contact
volume
gestures
dress
For example, an Anglo-Australian male went into a newsagency run by a recently immigrated Korean
family. He gave a $20.00 note for his purchase to Mrs Cho and waited for his change. He was upset when
his change was put down on the counter in front of him and thought she was very rude. In many Asian
cultures it is inappropriate to touch strangers, especially if one is a man and one a woman.
There are other differences to consider. In most western cultures direct eye-to-eye contact is seen as
positive; Arabic cultures make prolonged eye-contact as they believe it shows interest and helps them
understand the honesty of the other person; in Japan, eye contact is avoided as a sign of respect.
Page 39
Positive relationships
A positive relationship will generally be a relationship where there is a joint understanding of each other's
roles, a sense that you accept others and they accept you, an understanding that support and assistance is
given and received when needed, and that people are valued, respected and feel able to voice their
opinions and be listened to.
A positive relationship should include:
two-way communication
honesty
feedback
acceptance
support
respect
trust.
Mutual trust
Trust is about believing that others will fulfil their promises, or uphold the standards or policies that they
have said they would. In a workplace, mutual trust between workgroups, and between workgroups and
managers, is essential.
Mutual trust in the workplace is about believing that people will fulfil their role, uphold the organisation's
standards and work together for a common goal. It is about trusting that the organisation will respond with
promises of appropriate pay, conditions and development.
Communication is central to building and maintaining trust. If past evidence shows we can believe the
message being communicated, we develop trust in the individual and the organisation.
In the workplace we can build mutual trust by:
being respectful.
Self-confidence
When we are in a workplace where we trust and are trusted by our colleagues, and communication is open
and our daily interactions are positive, we build confidence in our ability to do our job well. It helps our selfconfidence because we know we have all the information to do a good job, and we can trust others around
us to assist if we need help.
Think about a time when you have noticed a colleague looking stressed or seeming a little overwhelmed by
their workload. Perhaps they were struggling to meet deadlines. Because you had a positive relationship
with them, you probably asked them what was wrong, or if you could help out. They may have confided in
you that they had some troubles at home, and they were finding it difficult to focus on work. You would have
kept this to yourself, and given them a hand as much as you could. At some point in the future, you might
find the situation reversed. With an already established mutual trust, they would be there to help you.
Knowing these positive relationships exist in your workplace gives you the self-confidence to tackle your job
well, and seek help if you need it.
BSBCMM201A section 1 materials
Page 40
respond.
This process takes time. You may think you have made a simple request, and be wondering why a
response is not instant. This can be frustrating if you don't understand the process occurring in the other
person's head. And it can be frustrating for them too, trying to ensure they have understood correctly.
Use simple, ordinary language. Avoid slang, jargon, abbreviations and technical
Example
Please type these numbers into the January spreadsheet and send it to me by email.
Please chuck the January stats into Excel and email me.
Remember that terms specific to your profession or industry that you use every day may not be readily
understood by people who are not part of your occupation.
Example
Second year students must submit an assignment for their assessment.
That student cohort must submit their folio for the RQF assessment
Watch the listener's facial expression and body language to see if you are understood. If they frown, it may
indicate that they do not understand. Try using simpler language. Break any complex statement into a
series of simple parts.
Example
The CEO is watching what is happening to the economy of other countries. She is trying to decide if
what is happening overseas will affect the local economy.
The CEO is trying to ascertain if the downturn o/s and subsequent fiscal implications will impact
locally.
Give listeners time to interpret and understand what you have said. A pause between the end of your
statement and the beginning of theirs may be necessary for their understanding.
In telephone conversations, if you cannot understand what the person is asking, ask them if there is a
relative (sometimes even a child can help) who might assist with translation.
Make sure you know about the various government translation services available.
BSBCMM201A section 1 materials
Page 41
Remember. If you speak slowly and clearly with simple words, you do not need to increase the volume!
Louder is not clearer.
If you have followed these steps and the person is still unable to understand, you should not feel guilty or
embarrassed. You have tried as best you can to bridge the communication divide, and sometimes the
language barriers may be too large.
Legal requirements
In Australia there is a range of legislation that dictates how we should treat others in the workplace. Some
of the most common include:
anti-descrimination laws
anti-vilification legislation.
Anti-discrimination laws
Discrimination is defined as treating one person unfairly over another according to factors unrelated to their
ability. Legislation forbids discrimination on the specified grounds.
Direct discrimination occurs when someone receives less favourable treatment on the basis of
characteristics or assumptions which are not job related.
For example, Maria has applied to be an administrator on a short term project in her workplace. Because
Maria is a single mother, her boss decides that she will not be able to put in as much time as Toby, and she
is overlooked for the role. This is discrimination, and is not allowed under anti-discrimination laws. In order
to comply with the laws, the working conditions for the project should have been outlined to everyone, and
if Maria feels she is able to meet them, she should have been considered equally with the others. Only
skills and experience directly related to the role should be taken into consideration.
bullying
An organisation will normally have their equal employment opportunity (EEO) policies, procedures and
grievance process posted on their intranet and in induction manuals for new employees.
Page 42
If you cannot find information you need in your workplace, the website for the Humans Rights and Equal
Opportunity Commission at www.hreoc.gov.au/index.htm is helpful (viewed 30 May 2008).
Anti-vilification legislation
Anti-vilification legislation prohibits public acts of vilification, i.e. verbal abuse and hatred, on a range of
grounds including race and religion.
The following example shows how a person might unintentionally breach anti-vilification policies and laws.
Example
Joe was standing in the tea room at work, relaying a joke he had heard on the weekend. A number of
people could hear his joke. The joke made fun of three men from different ethnic backgrounds, and Joe did
not see that the content was a hateful description, and offensive to his listeners. While Joe was not
intentionally being nasty, telling this joke may in fact cause him to be in breach of anti-vilification policies
and laws.
Organisational requirements
Organisations generally have their own internal policies and procedures that outline the behaviour they
expect of employees. Many of the concepts are derived from laws.
A code of conduct is a statement about the values and standards an organisation upholds in its business
operations. These values and standards also apply at the individual level.
A code of conduct may include a commitment to:
provide the highest levels of customer service
produce a product that enhances the lives of the local community
have business processes that have a minimum impact on the environment
be open and transparent in their financial operations
be committed to employing a diverse workforce.
Policies and procedures will then be drawn from the code of conduct to guide individual behaviour.
For example, a commitment to minimising environmental impact may be reflected in a recycling policy or
posters encouraging employees to switch off lights. A commitment to having a diverse workforce may see
targets set for hiring people from under-represented ethnic backgrounds.
Social protocols
Social protocols are the often unwritten rules that affect our behaviour both in the workplace and the
larger community. They vary in different environments, and also change over time. They are behaviours
that are generally considered to be appropriate in a given situation.
In a practical sense, some of the common workplace protocols are:
courtesy and punctuality - being polite, arriving at meetings on time, listening to others when they
talk
professionalism - ensuring that your work is at its best standard, that problems are dealt with openly
and following correct procedures, that you are respectful in your interactions with others
acknowledging the contribution of others - not taking credit for others' work or ideas, acknowledging
the role of the team.
The following example shows how not following social protocols can offend co-workers and hinder
cooperation in the workplace.
Example
BSBCMM201A section 1 materials
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Joe was late for a meeting, interrupting the person who was speaking. When Joe entered the meeting he
quickly took a seat and began to discuss the recent success of a project he had been working on with his
team. Joe neglected to mention the other team members' contributions, only stating his work on the project.
After the meeting, Mary expressed concern about Joe's professionalism to another attendee, Nick, stating
that she felt his work had let the team down. Finally, Nick told Mary, Tm not particularly happy with Joe
either. He betrayed a confidence by letting others know about a personal issue I'm having at home'.
Joe has neglected social protocols by:
been on time for the meeting and not interrupted others whilst speaking
not betrayed Nick's confidence by speaking about his personal business with others.
Discussion topics
Write down your opinions and/or answers to the following situations.
Discuss a situation where you had trouble communicating with someone else. What were the
details? What strategies did you put in place to break down the barriers?
What sorts of things could you suggest for your workplace to build positive relationships?
Discuss what you have learned from colleagues or friends from different cultural backgrounds about
how they understand things.
Write down and discuss any other issues that are relevant to you and your team.
Section summary
Workplaces are made up of individuals from a range of backgrounds.
Individual differences should be respected, and all people treated with courtesy and sensitivity.
Our backgrounds influence how we understand things and express ourselves.
Positive relationships in the workplace should be based on mutual trust.
Strategies should be employed to improve communication. Using simple language and watching the body
language and facial expressions of others can help to overcome language barriers.
Workplace behaviour is governed by legislation, organisation requirements and social protocols.
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