I.Introduction

This unit covers the process of effectively participating in workplace communications. It requires the ability to:

follow simple spoken messages
perform routine workplace duties
follow simple written notices
obtain and provide information in response to workplace requirements
complete relevant work related documents
participate in workplace meetings and discussions.

Participating in workplace communications also requires an understanding of:

different modes of communication
basic mathematical processes
communication processes, systems and technologies.

Elements of competency

Follow routine spoken messages.
Perform workplace duties following routine written notices.
Obtain and provide information in response to workplace requirements.
Complete relevant work-related documents.
Participate in workplace meetings and discussions.

II.Key terms and concepts

Term	Definition
Active listening	Techniques used by a listener that reassure the person speaking that the listener is giving them their full attention and attending to what they are saying.
Appropriate language	Speaking in a manner that is acceptable to the listener.
Basic mathematical processes	Arithmetic operations such as addition, subtraction, multiplication and division.
Clarification	An explanation that makes a statement easier to understand.
Conditions of employment	The terms under which a person works, such as working hours, rates of pay, duties to be carried out and employer/employee responsibilities.
Cultural diversity	Differences in experiences, personal attributes and perspectives that relate to ethnicity, language, dress, religious belief and socio-economic background.
Effective verbal communication	Spoken exchanges of thoughts, messages or information that employ appropriate speech, gestures, listening skills and an understanding of body language.
Enterprise communication procedures, systems and technology	Methods used in a business to exchange messages and information, including telephones, letters, facsimiles, computers and radio systems.
Enterprise requirements	Obligations of employees in a business, including methods used to report to supervisors and organise, record and store information.
Locating and storing information	Finding relevant and specific facts and setting them aside for future use in manual or computer-based filing systems.
Meeting protocols	Procedures and codes of behaviour used when employees, supervisors, employers and/or clients gather together to share information, discuss problems and make decisions.
Modes of communication	Methods of exchanging information, messages and thoughts.
Personal presentation	The way in which a person appears to others, including their manner of dress, personal hygiene and body language.
Reporting and recording	Providing information to others about an event (reporting) and preparing a written account (recording).
Types of meetings	Different types of gatherings of people convened formally or informally to share information, discuss problems and make decisions.
Types of teams	Different ways in which people are grouped together and organised to carry out a variety of work tasks.
Verbal and non-verbal communication	The exchange of information, messages and thoughts using spoken and non-spoken methods.
Workplace forms	Documents used by businesses that relate to employment, sales, stock, financial information, taxation, personnel, work records and messages.
Workplace interaction	The manner in which a member of a team conducts him/herself and communicates and works with others.
Written workplace notices and instr	Announcements and directions given to employees in print form.

III.Important notes

Effective communication

Workplace information

Working with others

Workplace meetings

Communication technology

Maths in the workplace

1.Effective communication

Communication is the exchange of information, messages and thoughts. To be effective the information must be communicated to the right person, at the right time and in the right manner. The person receiving the information must also effectively listen, read and/or observe so they understand the communication.

Effective communication is vital in the workplace. It enables workers and supervisors to work together efficiently to meet both the goals of the enterprise and the needs of customers and clients.

Effective communication helps workers to:

complete a schedule of tasks
follow a set of instructions
learn correct procedures and improve work practices
solve problems
work as part of a team
follow the enterprise Occupational Health and Safety and environmental procedures.

There a three main modes of communication:

2.Workplace information

Primary industry businesses regularly collect, record and report workplace information. This is done to fulfil production, business and legal requirements.

There are different types of information kept by agricultural and horticultural workplaces. These include:

Financial – for example invoices for purchases and sales, profit and loss statements, taxation records, bank and dividend statements.
Production – for example records of livestock numbers, growth rates, births and sales, crops sown and harvested, weed and pest control management.
Marketing - for example product sales, promotional and advertising material.
Maintenance - for example machinery and vehicle log books and service records, property structure repairs.
Staff – for example personal and taxation records for employees, time sheets and salaries, work rosters.
Legal - for example workers’ compensation, public liability and property insurance, deeds and titles.

Workers may be required to contribute to the collection, recording and reporting of a wide range of workplace information. To do this effectively they need to be able to:

3.Working with others

A proportion of time is spent interacting with others in all workplaces. Colleagues work together regularly in teams and workers report to and receive instructions from supervisors. Discussions take place with customers, clients, suppliers and service providers.

In all situations the interaction should be efficient and courteous. Effective communication skills should be employed. The cultural background and the authority of others should be respected. An attitude that is responsive to and supportive of the opinions and the needs of others will promote good working relationships.

4.Workplace meetings

The efficient operation of all workplaces relies on the effective sharing of information. This exchange of information may be needed to:

explain changes happening in the workplace
discuss and solve problems and make decisions
update Occupational, Health and Safety (OH&S) and other procedures
determine workplace targets
schedule and allocate tasks
provide feedback and evaluation.

Information can be shared in a number of ways. Written information might be distributed via the intranet, email or in newsletters, memos and notices. Formal meetings, informal discussions and work team briefings are commonly used to share information in a face-to-face setting. Meetings might be convened for a specific purpose, such as OH&S or union meetings, or they may be more general in their purpose.

All meetings must be structured to achieve their purpose and conclude in a reasonable time frame. An agenda may be used to outline the purpose of a meeting and the important points that need to be raised and discussed.

Formal meetings use an agenda which generally includes the following items:

opening, welcome, and names recorded of those present and names of apologies received
dated minutes and business arising from the previous meeting, including the acceptance of these minutes
correspondence, both in and out, with business arising
reports from the finance and other subcommittees
general and other business
date, time and place of the next meeting and the close of the current meeting.

5.Communication technology

All businesses have a need for effective communication, both between personnel within the workplace and with individuals and other businesses outside the workplace. Each workplace will have a communication system designed to meet its particular needs. Some of these needs include:

obtaining, recording and reporting information
enhancing effective training
providing a safe workplace
improving the efficiency and effectiveness of work practices.

Communication systems use technology such as:

telephones, including landlines, mobile and satellite phones
answering machines
facsimile (fax) machines
computers with email and internet access
two-way radios
paging systems.

Most workplaces have procedures and protocols in place for the use of each type of technology. Workers should familiarise themselves with the system features and control functions and operate each device according to the manufacturer’s instructions. If not sure of the operating procedure for a particular communication device, a worker should ask for assistance.

Some systems, such as telephones, answering machines and two-way radios rely solely on speech. Effective communication is more difficult as the parties communicating are not able to see each other and gauge the progress of the conversation from body language. It is important to speak clearly, concisely and courteously especially when answering the phone or leaving a message. The correct greeting and identification of the business and the individual should be used.

Private conversations and text messaging on mobile phones should be minimised during work hours. Only essential calls should be made or received.

Designated channels and call signs should be used with two-way radios. Conversations should be limited to relaying necessary information. Batteries should be recharged on a regular basis and the radios kept in good working order. They may be a vital means of communication in an emergency.

Enterprise procedures and protocols should also be followed when using systems that rely on written communication such as faxes and emails. Many businesses have a standard cover sheet that is attached to the front of outgoing faxes. Incoming faxes should be given to the appropriate person or placed in designated in-trays or pigeon holes.

6.Maths in the workplace

People who work in primary industries often need to use mathematical skills. The ability to perform basic calculation is essential to the efficiency and productivity of farms and other rural enterprises. Examples of mathematical tasks that might be required in the workplace include:

estimating the area of a paddock and the quantity of seed and fertiliser required to sow a crop
counting livestock in a paddock or yard
calibrating a spray unit before applying a pesticide
tallying the sheep shorn by each shearer
measuring a length of timber before cutting it
calculating the number of fence posts required to construct a fence.

Mathematical skills used regularly in agriculture, horticulture and land management involve:

Participate In Workplace Communication

Thursday, January 25, 2007

Requirement in Work-ed II---Fri-9:00-10:00am