© S. Wilkins 7 March, 2006

Communicate in the Workplace
ICAITTW002B

Course Materials

• Forms of Communication worksheet
• Defining Communication Presentation
• Oral Communication Presentation
• Oral Communication Activity

Key Terms and Concepts

• Simplified communication model-sender, medium, receiver
• Greeting procedures
• Body language
• Audit trails
• Business communication tools including telephone, letters, faxes, memoranda, e-mail, groupware noticeboards
• Active listening
• Language used in the workplace
• Cultural understanding
• Adjustments for individual needs
  

HSC Learning Experiences

• Composing and sending faxes
• Composing memoranda
• Composing simple business letters
• Sending and receiving e-mails
• Acting upon written and verbal instructions
• Applying telephone skills
• Taking written messages after conversations with clients or colleagues
• Investigating how different approaches to communication in the workplace can influence the work environment
  

Performance Criteria

1. Establish contact with clients
   1. Client requests and inquiries are received in a polite and courteous manner.
   2. An effective service environment is created through verbal and non-verbal communication.
   3. Questioning and active listening are used to determine client support.
2. Process information
   1. Inquiries are answered promptly
   2. Requests are referred to appropriate personnel
   3. Messages or information are recorded and passed on appropriately
   4. Clients are informed of the process and progress of action
   5. Follow-up action is taken according to organisational policy if required