Page 37 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

5 Communicate in a positive way

Effective communication skills enhance the reputation as a good service provider,
develop and maintain positive relationships, mutual trust and confidence. Positive
language implants confidence and helps to develop relationships based on mutual
trust. Clear, polite and confident communication is the expectation of the customer.

Word-of-mouth (WOM) referral is incredibly important marketing tool in a business.
Customers trust friends. Hence, WOM is the most valuable source of marketing. WOM
is the chain of interactions that will spread the business. WOM is free of cost.

Positive communication at workplace will help to get on different people. All
individuals must be treated with respect, courtesy and sensitivity. At the same time,
cultural differences must be considered while communicating with people.

Factors that need to be considered for positive communication are respect,
courtesy, trust, individual differences, interpersonal communication, prejudice and
discrimination, harassment and bullying.

5.1 Respect

Respect is the consideration for self and for others. Respect includes attention for
other people's privacy, their physical space and belongings; and respect for
different viewpoints, physical ability, beliefs and personality.

• Encourage workmates to express ideas and opinions.
• Listen when others speak. Never speak over, butt in, or cut off another person.

Respect contributes to job satisfaction, increases employee engagement, creates
fair environment, reduces stress, improves knowledge sharing and boots the bottom
line.

5.2 Courtesy

Courtesy is referred as speaking and behaving politely while interacting with others.
It is very important in the workplace as businesses rely on clients for their growth.
People must be given the same courtesy that one expect for themselves. Tips for
behaving courteously are:

• Watch your language - Crude language and insensitive comments are
unacceptable at the workplace.
• Stay cool - Take a deep breath, collect your thoughts and control your temper
before responding to a difficult colleague or a situation.

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