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BSBXCM301 Engage in workplace communications ( Please I need help)…
BSBXCM301 Engage in workplace communications ( Please I need help)
Part A: Plan workplace communication using workplace scenarios
Case study
Rob is the manager of a small building company. He was showing Chad, his apprentice, how to use one of the new drills. Rob wanted to impress the youngster so he used all the technical terms and gave Chad as much detail as he could. Chad listened quietly throughout the explanation. At the end of his explanation, Rob asked Chad to show him what he’d learned by trying to use the drill on a piece of timber. Rob was surprised and disappointed when his apprentice did not use the drill properly and damaged the timber.
What was Rob’s purpose when communicating to Chad and what should he have recognised in regards to Chad’s information needs and communication requirements?
What methods of communication were available to the manager to convey the message or information based on work context?
What more appropriate method(s) of communication could the manager have used to convey the messages or information to Chad?
Case study
Gemma works for an estimating company. When other staff are out on site and she is in the office by herself, she likes to put her headphones on and listen to music while she works. One day she did this, and only realised the phone was ringing after it had been going for quite a while. She hurriedly pulled her headphones off one ear and answered the phone. It was a client changing some details to an urgent quote request. Gemma quickly wrote down what she heard, hung up and put the note on the supervisor’s desk.
A few days, later the supervisor called Gemma into her office and asked about the phone call she’d taken. Her supervisor communicated to Gemma that not only had she made mistakes in what she had written down, resulting in the quote being done incorrectly, but the client had been able to hear the music from Gemma’s headphones down the phone and wasn’t too impressed. The supervisor suggested to Gemma that she needs to concentrate on her job and not be distracted.
What was the supervisor’s purpose for the workplace communication?
How should Gemma plan and respond to the communication from her supervisor?
Was this communication problem caused by Jemma or her supervisor? First, explain the reason for your choice. Then write down what you think could have been done differently – either by Jemma or her supervisor.
Case study
At Julie’s workplace there is a company meeting every week to update the team about current projects. Julie works in the accounts area and in the course of a few emails finalises payments for a job. During this process a regular client asked her to get someone to come and give a quote for another job. Julie replied that she would and mentioned that there might be a delay, due to a big new project which was beginning. She took the client’s details and passed the message on to the appropriate person.
Later that day, Julie’s manager sent her an email telling her that the client had opted to go with another company rather than wait for the quote. He also reported that the company had in fact just employed extra staff so there would be no delays for other clients. He has asked for her to explain the reasons for her actions.
Imagine you are Julie. What communication method do you consider would be best to use to communicate your response to the manager.
Outline what Julie’s response to the Manager should be in a manner that is respectful and clear. In your response you need to address:
Respond to the manager’s message requirements, interpreting and clarifying as needed.
Adjust your communication methods to enable effective communication.
Part C: Participate in workplace communication
Case study
Sam works for a cleaning company. At Sam’s workplace there is a company meeting every week to update the team about current projects. Sam is from France and he speaks English as a second language. This is Sam’s first week on the job. During the meeting, Sam’s boss spoke very fast and it was hard for Sam to understand him. There was a problem with one of the office buildings the company regularly cleans. Towards the end of the meeting, Sam’s boss said: “I’d like youse to have a go at some ideas on how we can get this done by this arvo. A couple of people have chucked a sickie so we are under the pump.”
Imagine you are Sam. Use active listening and questioning techniques to clarify issues during the meeting.
What questions would you ask your boss to clarify the part of the message you didn’t understand?
How would you approach your boss about speaking slowly, use of Australian accent, and saying things that did not use jargon and Australianisms?
2. Imagine you are Sam. One of your colleagues is angry because he thinks it’s unfair that they should work extra hours. He is using offensive language to describe the people by name who called in sick. What would you say to your colleague? Try your best to ensure you’re honest, respectful, open and polite during communication.
3. Imagine you are Sam. Present solutions to the problem your boss described.
4. How should Sam deal with this issue of his colleague using offensive language to describe the people who called in sick. Sam feels that he must report the matter to his superiors…how should he communicate this?
