Page 9 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

 Non-verbal communication: The person must be aware of non-verbal signals
before the use. Non-verbal signals include tone of voice, eye contact, facial
expressions, silence, postures etc.

 Asking questions: Asking questions reflects the interest of the listener. Different
types of questions include open questions (questions that start with what, when,
why, where, which, who and how), closed questions (questions that start with did,
do, would, will, should, could, have, must and is) or reflective questions (process
reflection questions, product reflection questions, feedback questions and self-
assessment questions).

 Being clear and succinct: The speaker must be clear, articulate and concise.
Always prefer to speak plain English.

 Clarifying and summarizing: It is always advisable to clarify and summarize the
information. This ensures that the information conveyed is correct.

 Being empathetic: Always have an empathy for another person. This enables to
understand and share the feelings.

 Providing feedback: Feedback can be either receiving or giving. Feedback is
the most essential part as it help to improve the communication.

2.3 Communication styles

Communication styles are communicate easily with others without disrespecting
them, which results in effective communication, lessens conflict and supports healthy
relationships. Different communication styles must be used in different situations. The
most commonly used communication styles are: assertive, aggressive, passive,
passive-aggressive, submissive, manipulative, direct and indirect.

2.3.1 Assertive

Assertive communication is the skill to express positive and negative ideas and
feelings in an open, honest and direct way. This is the most suggested
communication style which reflects and encourage self-esteem. It is the healthy style
which increases the chances of achieving the goal.

It allows the person to take the responsibility about the actions that come out
without blaming others. As the person know the limits, there is no chance of hurting
others and can express themselves socially and emotionally. Hence, people at the
receiving end will be clear about what is expected. It also helps to end a conflict
with a mutually satisfying solution.

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