Cert 3 NSWTCOM307B Demonstrate inclusive communication skills
Read the following text, answer the questions in italics on a separate sheet and
complete the tasks at the end of the text. All answers to be in complete
sentences.
Workplace Culture
Every workplace has its own pattern of beliefs, symbols, rituals, myths and
practices which are shared by everyone in the group and influences how its
members should behave.
Two examples of the type of culture that might exist in a workplace are
1) A small organisation/work place where each staff member is valued and
their decisions are taken into account.
2) A large organisation such as Government departments where employees
are closely supervised, given constant feedback, and there is often low
tolerance for mistakes or inappropriate attitude to the work.
These are 2 extremes. A workplace culture can influence the relationships a
manager can form with staff. Interactions between staff and the relationships
they form at work are influenced by both the manager’s personality as well as
by the workplace culture. To be successful, the manager needs to encourage
human relationships that will keep the lines of communication open
particularly in difficult times.
What is workplace culture? Give an example of positive workplace culture
Informal values and standards at work
Workplaces can have informal values and standards such as employees being
criticised (by co-workers) for working too hard; praising achievement; the
people who stay back the longest are rewarded; traditions like Friday nights at
the pub, morning tea on Thursdays, buying group raffle tickets every month etc
Workplaces need to change traditions which are based on white AngloAustralian culture, and embrace multicultural values. Informal work activities
(socialising) encourage better understanding between staff as they have time
to talk and laugh about issues and frustrations they may have; and talk in a
setting where the usual power relationships are not operating.
Identify some other examples of accepted informal workplace practices
Within this informal system at work, some people may encounter power
relationships that create problems. This can be due to personality traits, as
well as people who lack interpersonal skills, awareness of human rights,
industrial and cultural issues, or who are ambitious, unethical or competitive.
They may take on job roles that belong to others; bully people; use informal
networks to make life difficult for others who don’t behave like they want
them to; need to have power and control and use psychological and verbal
abuse to achieve this; obtain financial, sexual or other favours.
What power relationships have you witnessed or experienced in a work place?
Give some examples.
Cliques (gangs/groups) at work can work both negatively or positively. In most
work places there is a tradition of procedures and ways of doing things,
including how to interact with others, that has developed over time. This will
be the result of powerful and/or dominant personalities among staff, and this
will influence the behaviour that staff choose with one another in
interpersonal interactions and will influence expectations.
If a leader has poor communication skills, or is abusive in any way, staff will not
freely communicate with them. They may say only what the person wants to
hear, and not tell them things they need to hear, or may say nothing. Other
staff may also then model an abusive or unpleasant interaction style.
Many Australian workplaces show a difference between what they say about
procedures, and the way they actually carry them out. Why might this be so?
Importance of self-awareness
Self-awareness is the ability to see yourself in all areas of your life activity,
accurately and in perspective. People who don’t have self-awareness tend to
make communication mistakes, such as making inappropriate assumptions and
statements; projecting their feelings onto others; believing that they
understand exactly what someone else is feeling because they have had a
similar experience; rarely focussing on someone long enough to meaningfully
connect with them; not taking the time to analyse, define or name the things
that happen to them.
Lack of awareness is the result of fast-paced lifestyles; lack of teaching from
parents; not having enough engaging things to do; not being open to
improvement, self-centred; doing things that distract them from having to
think about communication and interpersonal problems eg TV, computer
games, texting, sport, drinking, partying etc. Good, effective interpersonal
relationships can only be maintained through constant care.
Communication strategies/qualities needed in the workplace – giving and
accepting feedback; negotiation; being centred; self-awareness = management
of emotions; accurate perception of the situation. Workplaces these days are
looking for people who are excellent team members, who communicate
accurately, clearly and on time, who are assertive, have good perception,
speaking, questioning, listening, information recording and writing skills;
understand work colleagues by demonstrating empathy and sensitivity; be
emotionally skilful, able to negotiate solutions and deal with others in a fair
and democratic way.
Complete the table:
Goals
To be assertive
Strategies
Practice saying how I feel
To have high self-esteem
Think about why I feel hurt
To be a good listener
To show empathy and
sensitivity
Be a good team member
Group skills
Communicating
effectively with someone
from another culture
Group interaction skills
which promote an
inclusive workplace
culture
Dealing with conflict
Group behaviour
1. List 4 groups you belong to, at work, home or socially
2. Choose 2 groups and describe how you behave in that group and how
others in the group see you
3. Why does your behaviour change depending on which group you are
interacting in?
What do you do when?
1. Your boss/teacher tells you to do something you don’t want to do
2. You are treated rudely and unfairly by a work colleague
3. You notice Lim never goes to the staff barbeques because he doesn’t eat
meat
4. Someone at work is really rude to a customer
If the boss yells at you because s/he received a complaint from a customer
about you being slow,
1. List aspects of work culture and interpersonal relationships that may
have contributed to the boss’s behaviour towards you
2. How would you respond to this behaviour?
3. How would you manage your emotions in a situation like this?
4. What are the verbal communication skills you would use in a situation
like this?
5. What non-verbal communication skills would you use in a situation like
this?
6. What sort of organisational culture would be produced by a boss who
behaves like this?