Page 28 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

• who can respond to queries
• who can give quotes or provide timelines
• who can make decisions

Writing is the most effective tool for communication to pass the intended content for
large groups, to give complex instructions and to record a process for future
reference. Writing is used to:

• take a detailed message for someone
• send information to a client
• prepare a quote for a customer
• report accident details
• apply for annual leave
• place an order for some materials
• keep track of the dealing with another organisation

In order to avoid information being misunderstood or lost, many organisations
develop standardized writing tasks. These will explain the policies and procedures to
perform each task such as to use a message book, a form for customer quotes,
checklist to record information, company letterhead to write a letter etc.

4.1 Writing process

The writing must be clear, concise and logical. The three important tasks in writing
are:

 Plan before you write

Take few minutes to plan before you start with writing. Try to answer the following
questions:

a) Why am I writing? – Be clear about why you are writing. Never expect the reader
to understand why you’re writing.

b) Who am I writing for? – This question will regulate how much and what type of
information must be provided. Example: technical language must be used for an
expert, detailed product information must be provided for a supplier, most
important details to the colleague etc. Language barriers and cultural
differences must be considered while writing.

c) When is it required? – Timelines helps to prioritize and structure the work. Timing
specifies when to finish the task, whether it need to be sent somewhere by a
particular time, when to answer etc.

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