Knowledge of one's workplace responsibilities can be obtained from a variety of sources.
To obtain, understand and clarify workplace procedures an employee can: use the above sources to gain an outline of workplace responsibilities consult with appropriate personnel draw on their active listening skills ask open and closed questions.
Communication process and equipment
The communication process is a four part process. The sender sends a message to the receiver who provides feedback to the sender.
There is a variety of equipment to be used for communication.
Communication equipment can include: facsimile (fax) machines information technology components including hardware, software and communication packages keyboard equipment including mouse, touchpad, keyboard network systems pens, pencils telephones. Types of communication
The method used to communicate can take three forms:
Verbal communication can take three forms:
2. on the mobile or telephone
3. voice mail or the answering machine
Verbal communication is the simplest form of communication. However, it is not successful unless the two people understand the information in the same way.
In an office, verbal communication can include: answering the telephone receiving visitors relaying messages receiving or giving instructions making or confirming arrangements addressing meetings
Effective verbal communication skills
Appropriate language: In the workplace it is important to use language appropriate to the audience. The industry terminology used when speaking to a colleague is not always appropriate to use when speaking to a client as they may not understand the industry terminology being used.
Clear voice: Speak simply and slowly so the audience can understand. Choose your words carefully and repeat important information.
Audible volume: The volume of your voice needs to be loud enough so you can be heard. Adjust how loudly you speak to accommodate both your surroundings and the audience. You may need to speak more loudly when there is outside noise like traffic. An elderly client may need you to speak more loudly so it is easier for them to hear clearly.
Courteous tone: Be polite and well-mannered when speaking. It establishes rapport and shows respect for clients.
Active listening: Listening is an important skill in communicating with others, as you are able to learn what the other person wants and means. To fully understand the message being conveyed, it is important that you ask questions to clarify the meaning. It is also important to clarify that the other person understands your message. You can do this by asking questions.
Asking questions or rephrasing: Questioning is an important tool used to obtain feedback and clarification of a message and to ensure that the receiver understands what the sender is saying.
There are three main questioning techniques:
1. Open questions: these encourage the sharing of information and usually require longer answers.
Ask what, where, how, why and which questions to gain more information. E.g. "How may I help you today?"
2. Closed questions: these questions are usually asking for a yes or no answer and do not encourage any further discussion.
E.g. "Is someone assisting you with your enquiry?"
3. Reflective questions: these questions are structured so that the person answers in a particular way to make their opinion clear.
E.g. "You would like to change your appointment from 10.00am to 1.30pm today? Is that correct?"
Paraphrasing is when we rephrase a conversation into a summary of what we think we have heard. It allows the speaker to correct any misunderstanding.
Effective telephone etiquette
The first voice heard on the telephone creates a lasting impression and the receptionist is usually the first point of contact a client has with a business. Most