Page 16 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

Closed questions are mostly used for surveys wherein the users doesn’t need to type
much. Closed questions can sometimes bias people response. Closed questions are
those that start with did, do, would, will, should, could, have, must and is.

 Reflective questions

Reflective questions generally follow open questions and involves two steps –
summarizing the customer reply and asking another question to clarify something.
Reflective questions are of four types: process reflection questions, product reflection
questions, feedback questions and self-assessment questions.

b) Speaking skills

Speaking is the most frequently used communication skill to pass the message at the
workplace. This includes meetings, presentations, workshops, in-person interviews,
telephonic and video conferencing etc.

Speaking is direct, economical and instant. It is effective as it allows the receiver to
pick up signals such as facial expressions, tone, pitch and body language.

Speaking is the most efficient tool used in organisations where personal connection
(conflict resolution, team building, selling process etc.) is important. As the business
grow globally, speaking is taken over by the digital platforms.

Right tone, right volume and right speed are the characteristic features of speaking
that must be taken care.

• Speak clearly and concisely.
• Use appropriate language.
• Use open and inclusive language.
• Never use slang or sarcasm that will demean a person’s age or ability.
• Never make assumptions about a person’s age, gender, race or interests.

c) Reading skills

Reading is the complex activity that includes both perception and thought to get
the message. Reading includes two processes: word recognition and
comprehension. Word recognition is the process of observing how written symbols
match the spoken language. Comprehension is the process of making logic out of
the words, sentences and connected text.

Reading is a compulsion at any organisation as half of the business communication
is in the written format. Readers generally will make use of background knowledge,
vocabulary, grammatical knowledge, experience with text and other strategies to

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