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Workplace Communication

Vocational Education and Training Training Toolbox Series Business Cert I, II and III BSB 10112, 20112, 30112. Workplace Communication. Section 2. Workplace Communication. Basic Speaking and Listening Skills. Workplace Communication. Table of Contents.

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Workplace Communication

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  1. Vocational Education and Training • Training Toolbox Series • Business Cert I, II and III • BSB 10112, 20112, 30112 Workplace Communication Section 2

  2. Workplace Communication Basic Speaking and Listening Skills

  3. Workplace Communication Table of Contents Section 2 – Basic Speaking and Listening Skills Importance of Speaking Skills Slide - 04 Acceptable Speech Slide - 05 Develop Oral Communication Skills Slide - 06 Speech Habits Slide - 07 Listening Skills  Slide - 08 Questioning TechniquesSlide - 10

  4. Workplace Communication Importance of Speaking Skills • Effective speaking skills help employees: • Give better presentations • Deal with customers/clients • Hone their management skills • Work better with fellow employees • Effectively develop and present ideas • Offer constructive criticism • Accept criticism more objectively

  5. Workplace Communication Acceptable Speech • When in the workplace make sure you: • Do not mumble • Speak clearly and at a reasonable volume • Choose the right language • Select your words carefully

  6. Workplace Communication Develop Oral Communication Skills • Situations in which you will use oral communication skills include: • Dealing with fellow staff employees • Answering questions • Dealing with customers/clients • Responding to phone calls • Dealing with management

  7. Workplace Communication Speech Habits • Avoid use of filler words or unnecessary words, such as: • “Um…” • “Ahh…” • “You know?” • “Right.” • “Okay!” • “Sort of…” • “Like,” •   “Eh?” Right Um Ahh Eh

  8. Workplace Communication Listening Skills • There are four types of listening: • Attentive listening • Encouraging listening • Reflecting listening • Active listening

  9. Workplace Communication Listening Skills • Proper listening skills include avoiding distractions such as: • Surrounding noise • Surrounding activities • Personal interruptions Distractions

  10. Workplace Communication Questioning Techniques • There are three types of questions: •   Closed-ended Questions • Open-ended Questions • Reflective Questions

  11. Workplace Communication Questioning Techniques • Examples of closed-ended questions: • “Is this what is required?” • “Can you meet the deadline?” • “Will you need that delivered today?” • Require very quick and short answers • Examples of open-ended questions: • “Were you going to the staff meeting?” • “When did you need the documents by?” • “How do you feel about the terms?” • Require a more extensive answer • Examples of reflective questions: •   “Do you think that if we choose the colour copier more of the staff would use it?” •   “What are your thoughts on the new company logo?” •   “Are you happy about the article in the newsletter?” • Requires answers based on reflective thought

  12. Workplace Communication End of Section 2

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