Page 22 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

Open ended questions tend to be more objective and require more than one word
to answer. The answer can come in the form of a list, few sentences or something
lengthier such as paragraph or as a speech. Open questions are those that start with
what, when, why, where, which, who and how.

Closed questions - Closed questions need a single word answer either ‘yes’ or ‘no’
and sometimes with a short and specific information. Closed questions doesn’t help
to promote the conversation, hence they must be used carefully.

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.

3.3 Information from other sources

Individual collecting the information must know the correct source to gather
appropriate information. Information can be of two types:

 Written information

Written sources of information such as workplace policies and procedures, product
information, customer information, inventories, forms and schedules, calendars etc.
must be referred to collect prompt information. Written sources of information will be
available either as hard copies (documents and manuals) or electronic copies.

 Recording information

Verbal information must always be recorded for future access. The recorded
information must be able to find, read and understand. While recording the
information:

• use legible handwriting
• use simple language
• write numbers clearly
• ensure that the information is correct

Always check the information and ensure that it is complete and correct before
passing it to another person or before storing.

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