Contribute to effective workplace relationships.pptx

CONTRIBUTE TO EFFECTIVE WORKPLACE RELATIONSHIPS
BSBBAD0813A
THIS UNIT COVERS THE SKILLS AND KNOWLEDGE REQUIRED TO DEVELOP,
ESTABLISH AND MAINTAIN EFFECTIVE WORKPLACE RELATIONSHIPS AND
NETWORKS. IT COVERS THE ACTIVITIES OF COMMUNICATION AND
REPRESENTATION.

ELEMENT 1 - COMMUNICATE EFFECTIVELY IN THE WORKPLACE
 TOPIC 1.1 -Information and ideas are expressed clearly and concisely using language appropriate to meet audience needs.
 “If you can't explain it simply, you don't understand it well enough.” Albert Einstein
1. Express your ideas clearly - Do not overuse clichés, jargon, and expressions or try to impress with “big words.” This can make
the reader work harder, and you want to make it easy to understand what you are saying.
2. Speak clearly in an appropriate tone -Consider the specific occasion, venue, and formality of your communication to make
sure you are using the most appropriate phrasing, language, and wording. Formality will also dictate how you need to
communicate to your audience.
Tone refers to the “voice” of your writing/speech. In business writing/speech, your tone should be one of professionalism blended
with varying degrees of formality and friendliness:
Example: “Thank you for sending this over. I highlighted a few inaccuracies found in this report and attached the latest numbers
from our accounting department. Please get the revised report back to me by Friday afternoon. If you have any questions, feel free
to ask.”
Even while communicating negative news, such as pointing out mistakes, avoid accusations or language that might make the reader
feel singled out. You also want to be specific. Rather than saying, “This report is wrong,” identify exactly what you are asking for.

3. Use standard language
4. Consider your audience be aware of your non verbal communication-We
actually communicate far more information using Non-verbal
Communication.
This includes non-verbal signals, gestures, facial expression, body language,
tone of voice, and even our appearance. These can serve to either reinforce or
undermine the message of our spoken words, so are worth considering
carefully.
3. Be interested in the listener’s responses

ELEMENT 1 - COMMUNICATE EFFECTIVELY IN THE
WORKPLACE
 TOPIC 1.2- Appropriate interpersonal skills are used to develop rapport,
promote confidence and the accurate exchange of relevant information.
 Interpersonal skills involve the ability to communicate and build relationships
with others. Often called “people skills”.
 In a work environment, strong interpersonal skills are an asset that can help
you navigate complexity, change and day-to-day tasks.

Interpersonal skills that can be used to develop rapport, promote confidence and the
accurate exchange of information include
 Active listening
 Teamwork
 Responsibility
 Dependability
 Leadership
 Motivation
 Flexibility
 Patience
 Empathy
Building rapport is the process of establishing that connection. It is usually based on shared experiences or
views, including a shared sense of humour. Building rapport tends to be most important at the start of an
acquaintanceship or working relationship.
Read more at: https://www.skillsyouneed.com/ips/rapport.html
https://uk.indeed.com/career-advice/cvs-cover-letters/interpersonal-skills

TOPIC 1.3 -Individual differences are acknowledged and taken into account in the
communication style used.
Individual differences may include:
 disabilities
 language
 beliefs/values
 religious/spiritual observances
 gender
 culture
 age
 educational background
 social background

 As language and society changes over time, terms that are deemed
acceptable at one time may no longer be acceptable at another.
 This can be either because the language itself has changed or because the
communities referred to have objected to the terms used to describe them.
 Working with diversity means you have a responsibility to refer to people with
respect and consideration, and this means using terms that are acceptable to
them.

• When referring to a person with disability, the good rule of thumb is to refer to the
person first, then the disability: for example, a person with a hearing impairment.
• Gender-specific terms can be neutralised to include the possibility of both male and
female subjects.

TOPIC 1.4 -Written information is legible, structured, relevant and conveys the
intended meaning of the material.
Written information may include but is not limited to:
 handwritten and printed materials
 electronic mail
 internal memos
 briefing notes
 facsimiles
 general correspondence
 marketing materials
 telephone messages

The 5Cs of good writing are CLEAR, CONCISE, CORRECT, COURTEOUS AND COMPLETE
1. Clarity - a clear message is logically arranged when the information is in an order that is natural for the reader
to follow. To prepare a clear message you must know why you want to communicate, what you want to
communicate and who your reader will be.
Effective writing reveals good command of the English Language. To create effective messages,
the following guidelines are important:
Check sentences for structure and completeness
Use proper grammar
Follow the rules of punctuation and capitalization
Spell words correctly

The 5Cs of good writing are CLEAR, CONCISE, CORRECT, COURTEOUS AND
COMPLETE
2. Concise - a concise message states what you want to communicate in the
fewest and most direct words possible.
3. Courteous – written communications are courteous when they conform to
the expected polite, considerate behaviour of the business.

The 5Cs of good writing are CLEAR, CONCISE, CORRECT, COURTEOUS AND
COMPLETE
4. Complete – a complete message provides all the information that is needed.
5. Correct – a correct message is accurate and up to date.

Additionally, in ensuring that the information is legible, structured, relevant and conveys
the intended meaning of the material, the writing process can be followed.
5 Steps of the writing process
 STEP 1: PREWRITING
 STEP 2: DRAFTING
 STEP 3: REVISING
 STEP 4: PROOFREADING
 STEP 5: PUBLISHING

STEP 1: PREWRITING “THINK”
 Pre-writing literally means “before writing.”
 Decide on a topic to write about.
 Consider who will read or listen to your written work.
 Brainstorm ideas about the subject.
 Determine your most useful form to PreWrite (lists, mapping, webbing, graphic organizers, etc.)
 List places where you can research information.
 Do your research.

Organizing
Making an outline can help you organize what you want to
write. An outline is a rough plan for your correspondence and can help make the process of
writing much easier.

After getting ideas and making an outline of your correspondence, it is time to start writing the
essay. When you begin writing your rough draft, try to remember the following guidelines:
 Don’t worry about writing the “perfect” paper the first time.
 Your goal in writing a rough draft is to develop and support the ideas listed in your
outline.
 Don’t focus on spelling and grammar as you write your rough draft. You can check
this later in the writing process.

STEP 2: DRAFTING
• Select your writing ideas from your PreWriting Exercise.
• Form a main idea
• Develop topic sentences
• Give details to support your main idea and topic sentences
• Use textual evidence
• Have you completed your thoughts through your writing?

STEP 2: DRAFTING “WRITE”
• Put the information you researched into your own words.
• Write sentences and paragraphs even if they are not perfect
• Read what you have written and judge if it says what you mean.
• Show it to others and ask for suggestions.

STEP 3: REVISING
• A.R.M.S.
 Adding
 Remove
 Move
 Substitute
Adding: Is there any other information
that the reader needs to know?
Removing: Are there any unnecessary
details?
Moving: Is the information presented in
the most logical order?
Substituting: Could I change anything
to make my expressions stronger?

After you write your first draft, go back over it and look for ways to improve your correspondence
in content and organization. This step is called revision.
Focus on Content and
Organization
Revision

STEP 3: REVISING “MAKE IT BETTER”
• Read what you have written again.
• Think about what others said about it.
•
• Rearrange words or sentences.
• Take out or add parts.
• Replace overused or unclear words.
• Read your writing aloud to be sure it flows smoothly.

STEP 4: PROOFREADING
“MAKE IT CORRECT” (EDITING AND EVALUATING)
After you revise for content and organization, begin editing and proof reading
Be sure all sentences are complete.
Correct spelling, capitalization, subject-verb agreement, sentence structure
errors and punctuation.
Change words that are not used correctly.
Have someone check your work.
Recopy it correctly and neatly.

• Self Editing
• Peer Editing
• proofread and edit to ensure clarity of meaning and conformity to
organisational requirements, check for accuracy and consistency of information

• Black ink in Word processor.
• Double spaced, times New
Romans, Font size 12
• Neat
• one inch margins on all sides
Formatting

STEP 5: PUBLISHING
“SHARE THE FINISHED PRODUCT”
• Publish your work -Submit to
teacher, supervisor etc.

ELEMENT 1 - COMMUNICATE EFFECTIVELY IN THE
WORKPLACE
TOPIC 1.5 -Written information follows established organizational requirements for
style, format and presentation.
Organisational requirements may be included in:
 goals, objectives, plans, systems and processes
 business and performance plans
 legal and organisational policy/guidelines and requirements
 access and equity principles and practice
 ethical standards
 Occupational Health and Safety policies, procedures and programs
 quality and continuous improvement processes and standards
 defined resource parameters

ELEMENT 2 -DEVELOP AND MAINTAIN EFFECTIVE RELATIONSHIPS
TOPIC 2.1 -Relationships with colleagues and customers are developed and
maintained to promote benefits consistent with organisational requirements.
 Ensure everyone in your team or group is included and valued.
 Have patience with people with physical, intellectual or communication
problems.
 Don’t assume that a person’s differences limit their capability.
 Realise that excluding people because of their differences is a waste of human
resources and adds to everyone else’s workload.
 Effectively engage the skills and talents of everyone in your team.
 Try to remove or overcome barriers where you see them and encourage a solid
and cooperative team. Identify those who assume, generalise and stereotype.

TOPIC 2.1 -Relationships with colleagues and customers are developed and maintained to
promote benefits consistent with organisational requirements.
 Make sure other relevant people understand the needs of your colleagues and
customers and investigate any assumptions made. If in doubt, ask colleagues how they
would like to be referred to.
 Respect people’s privacy and treat everyone with equal consideration and courtesy.
 Make an effort to present views that do not assume, generalise or stereotype. Support
everyone’s right to be different.
 Report discriminatory behaviour to your supervisors or managers. Support colleagues
who are being discriminated against.
 Ask your colleague if there is anything they would like you to know about their religion,
culture, beliefs or needs that might help you work better with them.

 Use problem solving skills to solve routine difficulties. These can be found at the
link below.
 https://www.thebalancecareers.com/problem-solving-skills-with-examples-
2063764

 Use negotiation skills to solve routine difficulties. Although negotiation is defined as
conferring, discussing or bargaining to reach agreements, you will realise that in practice, negotiations
involve conflict and therefore can result in win-lose, lose-lose or win-win situations.
 Win-lose
 The win-lose negotiating style is based on the assumption that one will win by achieving its goals and the
other side will lose. When engaging in a win-win negotiation, the person with the most information is in
the most powerful position. Use the win-lose style when:
 • You have a clear conflict of interests
 • You are in a much more powerful position
 • You are not concerned with a long-term relationship


 Lose-lose
 The lose–lose negotiating style comes into play when one party attempts to win
at the expense of the other but ultimately creates problems for both parties.
Compromise sometime seem better than fighting a win-lose battle and risking a
lose-lose outcome. When resources are scarce or limited, compromise may
indeed be the best solution.



TOPIC 2.1 -Relationships with colleagues and customers are developed and maintained to
promote benefits consistent with organisational requirements.
 Win-win
 The win-win negotiating style is based on the assumption that a solution can be
reached that will satisfy the needs of all parties. Instead of looking at their opponents
as adversaries to be defeated, win-win negotiators see others as allies in the search for
satisfactory solutions through collaborative means.
 The components of a win-win negotiation are:
 • Separating the people from the problem
 • Focusing on interests, not positions
 • Generating a variety of possibilities before deciding what to do
 • Insisting that the results be based on some objective standard

 By focusing on the end result instead of the means of getting there, you can
frequently find win-win solutions. You will want to use the win-win style when:
 • You have common interests
 • Power is approximately equal or you are in a weak position
 • A continuing, harmonious relationship is desired

 TOPIC 2.2 -Business technology is used to involve and maintain individuals in
productive relationships.
Business technology may include:
 computers
 computer applications
 personal schedules
 e-mail
 internet/extranet/intranet
 photocopiers
 scanner

 TOPIC 2.3 -Trust and confidence of colleagues and customers is gained and
maintained through demonstration of high performance standards.
 https://smallbusiness.chron.com/develop-maintain-trust-work-relationships-
12065.html
 https://www.achievers.com/blog/building-trust-workplace/

 TOPIC 2.4 -Appropriate interpersonal skills are used to facilitate and promote
positive relations.
Interpersonal skills may include:
 using appropriate body language
 summarising and paraphrasing
 networking
 consultation methods, techniques and protocols
 seeking feedback from group members to
 confirm understanding

 TOPIC 2.5 -Coaching and mentoring assistance is used to promote collaborative
solutions to problems.
Coaching and mentoring assistance may include:
 providing feedback to another team member
 fair and ethical practice
 non-discriminatory processes and activities
 respecting the contribution of all participants and giving credit for achievements
 presenting and promoting a positive image of the collective group
 problem solving
 providing encouragement

ELEMENT 3 - REPRESENT THE ORGANISATION WITH A RANGE OF GROUPS
 TOPIC 3.1- Internal and external forums and meetings appropriate to the
organisation are identified and accessed in accordance with organisational
requirements.
Internal and external forums may include:
 team meetings
 division meetings
 professional associations
 peer groups
 business social functions

 TOPIC 3.2- Feedback is used to identify improvements to representational
activities within available opportunities.
Feedback on ways to improve promotional activities may include:
 accuracy and sufficiency of information
 benefits to organisation
 impact of message
 use of media
 liaison with networks
 appropriateness of audience
 participation of competitors

 TOPIC 3.3 -Networking is used to access appropriate representational
opportunities.
 In business, networking is the act of maintaining a personal and professional contact
list that you can use to help further your career. Your network is made up of all the people you
interact with, all of whom could potentially offer you valuable professional assistance or
guidance.
 https://www.randstadrisesmart.com/blog/how-internal-networking-helps-employees-
organizations
 https://www.ellevatenetwork.com/articles/8240-benefits-of-networking-outside-of-your-
company

 TOPIC 3.4 -Reports accurately reflect representational activities and evaluate
benefits to the organisation of networking.

DEFINITION
 A report is an account given of a particular matter, especially in the form of an
official document, after thorough investigation or consideration by an
appointed person or body.

REPORTS ANSWER
 Who
 What
 When
 Where
 Why

IMPORTANCE OF THE REPORT
 Report plays an important role for decision making in organization.
Importance of report
 Decision Making Tool: Reports provide the required information a large number of
important decisions in business or any other area are taken on the basis of
information presented in the reports.
 Investigation: Whenever there is any problem, a committee or commission or study
group investigates the problem to find out the reason behind the problem and
present the findings with or without the recommendation in the form of a report.
 Evaluation: The executive depends on reports to evaluate the performance of
various departments or units.
 Neutral presentation of facts: Facts are required to be presented in a neutral way;
such presentation is ensured through a report as it investigates, explains and
evaluates any fact independently.

IMPORTANCE
 A managerial Tool: Various reports make activities easy for the managers.
For planning, organizing, coordinating, motivating and controlling, manager
needs help from a report which acts as a source of information.

RELEVANT REGULATIONS
 JAMAICA THE LABOUR RELATIONS AND INDUSTRIAL DISPUTES ACT THE LABOUR RELATIONS CODE -
https://www.ilo.org/dyn/natlex/docs/ELECTRONIC/13616/116901/F-735077660/JAM13616.pdf

Contribute to effective workplace relationships.pptx

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Contribute to effective workplace relationships.pptx

Similar to Contribute to effective workplace relationships.pptx (20)

Recently uploaded

Recently uploaded (20)

Contribute to effective workplace relationships.pptx