Page 5 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

1 Introduction

Communication occurs everywhere. It is the exchange of information either by
speaking, writing or by using any other medium. Communication can be verbal,
non-verbal, written or visual. Example: speaking to a customer, listening to an
instruction, writing a message, emailing an application, answering a call etc.

Effective communication is about understanding the intention behind the
information. The communication becomes effective when the conveyed message is
interpreted correctly. It is achieved by the use of suitable method of
communication.

Communication includes how to say, when to say, what to say, why to say and the
body language used. The effective communication skills are:

• Active listening
• Non-verbal communication
• Asking questions
• Being clear and succinct
• Clarifying and summarizing
• Being empathetic
• Providing feedback
• Developing trust and rapport
• Being present

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