Chapter 4
BSBCMM101A—Apply basic
communication skills
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Contents
• Identify workplace communication
procedures (BSBCMM101A/1.1–1.3)
• Communicate in the workplace
(BSBCMM101A/2.1–2.3)
• Draft written information
(BSBCMM101A/3.1–3.4)
• Summary
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Workplace communication
(BSBCMM101A/1.1)
Effective communication requirements
The two-way communication process
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Workplace communication (BSBCMM101A/1.1) continued
Any line of communication includes:
• a sender
• a message
• a receiver
– receiver’s perception
• constructive feedback
– verbal
– non-verbal
• a communications channel
• the context of the message
• noise or interference to the message.
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Information and ideas (BSBCMM101A/1.2)
Methods of communication
• External communications
– meeting at conferences
– management networks
– professional journals
• Internal communications
– formal, based on chain of command
– informal, from email, electronic notice boards, corporate
newsletters, budgets and sales objectives, workers’
grievances and problems
• Cross-channel communications
–
–
–
–
websites and telecommunications
customer relations management
business plans
mission statements and vision statements
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Information and ideas (BSBCMM101A/1.2) continued
Communication methodology is influenced by:
• perceptions of authority
• speed of transmission
• nature of information
• legal requirements
• method of communication
– email
– level of formality
– telephone or video links.
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Information and ideas (BSBCMM101A/1.2) continued
Barriers to effective communication:
• perception
• semantics (how we interpret meaning)
• status of individuals
• preconceived judgements
• organisational culture
• business jargon
• informal networks or the ‘grapevine’.
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Information and ideas (BSBCMM101A/1.2) continued
Clear and logical thinking is often distorted by
external influences:
– Living in the ‘communication age’ means we tend to
become immune to others’ needs and wants.
– 24-hour advertising through Internet and TV/radio
– mobile phones and extended shopping hours
• Internal influences
– Generalisations
– Previous experiences may not be indicative of changing
circumstances.
– Might is not right!
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Seek advice (BSBCMM101A/1.3)
Seek advice on how to communicate from your:
• colleagues or peers
• supervisor or managers.
Take note of communications from:
• clients
• other departments within the organisation.
Additionally, you can review your incoming email and
voicemail.
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Workplace communication
(BSBCMM101A/2.1)
Effective verbal communication skills depend on the
ability to:
• speak clearly
• use appropriate language
• present one’s point of view without drama or
embellishment
• listen to the other person’s point of view and
repeat back key words and ideas, indicating that
you are actively listening.
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Workplace communication (BSBCMM101A/2.1) continued
Receiving instructions and ‘getting the message’ can
fail if:
• there is a lack of courtesy
• inappropriate words or phrases are used
• there is inadequate feedback
• the message or channel is inappropriate
• the listener does not give their full attention to the
message
• the timing of the message is mismanaged.
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Workplace communication
(BSBCMM101A/2.2)
The use of non-verbal behaviour can completely
corrupt a well-spoken message through:
• fidgeting
• not making eye contact
• turning away from the speaker
• making inappropriate facial expressions
• folding your arms in a defensive posture.
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Workplace communication
(BSBCMM101A/2.3)
Positive or constructive feedback will enhance the
message through:
• reinforcement of the sender’s comments and ideas
• agreement and acceptance of (but not always) the
major components of the message
• suggestions and comments about the
implementation of the message
• waiting until the speaker has finished before
offering alternative strategies.
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Draft written information (BSBCMM101A/3.1–
3.4)
Using relevant procedures and formats will assist to
give your draft a professional and businesslike
finish:
• electronic communication
– email
– fax
– Internet
• online help
• mail-merge techniques
• wizards and templates
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Draft written information (BSBCMM101A/3.1–3.4) continued
Drafting routine correspondence:
• Always follow the written standards set by
organisational style manuals and examples.
• Use open punctuation and left-blocking.
• Memos must be short and to the point.
• Customer correspondence must be polite and
state only facts.
• Attachments are used to justify a position or
reinforce a policy decision.
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Draft written information (BSBCMM101A/3.1–3.4) continued
Producing a draft copy by a deadline is possible
if you:
• think about and plan the communication in
advance
• capture the essential idea on paper or screen
• organise the structure of the document
• write, edit, revise and proofread the
communication.
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Draft written information (BSBCMM101A/3.1–3.4) continued
Organisational standards
• Most larger organisations will have a ‘style
manual’, which will give samples of letter, memo
and presentation layouts.
• Alternatively, most software packages come with
default style/layout guides for most business
applications.
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Draft written information (BSBCMM101A/3.1–3.4) continued
Compose the document and then ask for feedback.
•
•
•
•
•
•
•
•
•
•
Plan and clarify the purpose of the letter.
Use the correct layout.
Write from the reader’s point of view.
The first sentence must count.
All sentences and paragraphs must be short.
Courteous language always helps.
Use positives.
Spellcheck, then check for sense.
Be as accurate as possible.
Close constructively.
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Summary
• Effective communication skills can be learnt.
• The good communicator recognises the barriers to
communication and knows how to avoid them.
• Active listening and constructive feedback go a
long way to avoiding communication breakdown.
• 90% of your work in an office is in dealing with
clients.
• All business documents require thinking and
planning, capturing ideas, organising structure and
editing and proofreading.
• Over your working life you will develop a set of
skills and qualifications which can be used to
advance your personal career goals.
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