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BSBCMM201COMMUNICATE IN THE WORKPLACEPRESENTATION 3

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PRESENTATION OBJECTIVES

At the end of this lesson you will be able to understand :

• The importance of valuing all persons and treating them

with respect

• Verbal and nonverbal communication

• Overcoming language barriers - strategies

• Workplace behaviour

• Legislation requirements

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INDIVIDUAL DIFFERENCESWorkplaces are full of individuals; no two people are the same. Individual differences may include:

Workplaces which provide the following are destined to create a culture of positive work and

will have cooperative staff who work effectively and well together:

• Recognise and respect individual differences in the workplace – we all have a

contribution to make.

• Treat each other with respect, courtesy, sensitivity and dignity – it is a basic right.

• Provide a safe, secure and healthy workplace – WHS legislation dictates this.

• Make decisions genuinely based on equity and fairness.

• Value the diversity of people.

• Take appropriate action to eliminate discrimination – Anti-discrimination legislates

this.

Ability

Age

Belief systems/values

Culture

Expertise/experience/working styles

Thinking and learning styles

Mental ability

Past experiences

Physical characteristics

Politics

Religion

Sexual orientation

Gender

Interests

Interpersonal style

Language

Race

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CULTURAL DIVERSITY INVOLVES:• Recognising our unique differences.

• Attracting people to the workplace from all backgrounds.

• Recognising how attitudes towards individuals may affect all employees.

• Creating an environment where all can succeed is positive.

• Acting to promote diversity in the workplace.

• Treat colleagues with their cultural respect.

• Encourage colleagues to share their cultures with others.

• You must be aware how you relate to characteristics of difference:

gender, age, language, ethnicity, cultural background, disability, sexual

orientation and religious belief.

• See your eBook for more information on legislation and the importance

of being compliant.

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CULTURALLY APPROPRIATE WORK SKILLSOrganisation’s need to consider the diversity of their employees’

values, beliefs and cultural expectations. To work effectively with

culturally diverse colleagues you need knowledge and skills:

What are your own cultural background/experiences, attitudes, values/biases? They may influence your

ability to work with colleagues from diverse

cultures.

Correct any prejudices and biases you have regarding different cultural groups.

Educate yourself wherever possible to enhance your

understanding and to address the needs of a

culturally diverse workplace.

Learn about cultural, social, psychological, political, economic, and historical material specific to the

particular ethnic group being served.

Recognise that ethnicity and culture may have an impact on an employee’s behaviour.

Assist fellow workers to become aware of their own cultural values and norms,

and facilitate ways they can apply this awareness to their own lives, to society and the

organisation.

Respect the employee’s religious and/or spiritual

beliefs and values.

Work to eliminate biases, prejudices, and

discriminatory practices with the workplace.

Provide information in a language everyone can

understand.

Provide information in writing, along with oral

explanations.

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THE ROLE OF COMMUNICATIONEstablishing and maintaining positive relationships, mutual trust and

confidence is the key to most successful organisations.

Successful and effective organisations encourage the development of positive

relationships between all staff and customers/clients.

Communication within an organisation allows everyone to feel included and

up-to-date.

Respect individual differences in colleagues, clients and customers

Treat people with courtesy, politeness, and kindness.

Encourage colleagues to express opinions and ideas.

Listen to what others have to say.

Don’t speak over or interrupt others if they have speaking or language difficulty.

Encourage colleagues to come up with ideas and have an opportunity to speak.

Never insult people, name call, disparage or put down people or their ideas.

Include all colleagues in meetings, discussions, training, and events.

Provide an equal opportunity for all employees to participate in committees or continuous improvement teams.

Encourage recognition from employee to employee as well as from a supervisor.

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VERBAL AND NONVERBAL – CULTURAL DIFFERENCES

• Keep the message clear and simple: speak in plain English.

• When giving instructions, articulate in simple and clear steps. Use normal voice tone and

speed.

• Check if clients or co-workers understand by asking them to repeat key points in their own

words.

• Provide simple written information as backup.

• Avoid using ‘foreigner talk’, broken English or jargon.

• Avoid using complex questions, for example ‘You did not like that orange juice, did you?’

Instead, ask ‘Did you like that orange juice?’

• Use body language to help with your communication; provide practical demonstrations where

appropriate.

• Back up your information or message with simple written materials - signage and images can

support your message.

See your EBook for more information on verbal and non verbal communication including body

language

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LANGUAGE BARRIERS – CAN BE A CHALLENGE FOR ALL

• Don’t assume a person’s language proficiency - there is great variation in English skill

within the migrant population.

• Active listening helps detect the person’s speaking style and clarify meaning or

issues associated with accents.

• Always seek clarification for statements made by culturally and linguistically diverse

co-workers that seem irrelevant or unclear.

• Be sensitive about the effects of cultural differences on communication patterns,

meaning of words and concepts.

• People’s messages may be destroyed when they transfer the idea from one to

another.

• Workers should not over-emphasise the language barrier; treat it in the same way as

all other communication barriers.

• Loud tone or slowly paced speech will not help your clients understand English better

-often, it results in negative effect or interpretation.

Staff Management Customers Clients Consultants

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OVERCOME LANGUAGE BARRIERS BY:

Speak slowly and clearly. Be specific. Avoid jargon.

Be patient - Non-English-speaking staff /customers who don’t understand you are not hearing impaired, don’t raise your voice or

shout!

Check frequently for clarification.

Define the basics of YOUR business, what do

commonly used words mean in your organisation.

Use more than one channel to communicate e.g. talk, follow up email.

Check for understanding.

Using diagrams or images can help with

understanding.

Use emotions. Some are universal,

some cultures are more or less restrained in their expressions and body

language.

Be understanding – don’t repeat words over and

over again, can be embarrassing.

Consider the literacy levels of your audience,

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WORKPLACE BEHAVIOUR

Workplace behaviour must be consistent with legislative

requirements, enterprise guidelines and/or social protocols. These

can include:

To be compliant under business legislation organisations must not:

• intentionally withhold information necessary for work performance

• set impossible tasks

• take adverse action against any person.

Anti-discrimination.

Unlawful harassment.

Hostile working environment.

Workplace bullying.

Physical or verbal abuse.

Yelling, screaming or using offensive

language.

Excluding or isolating

employees.

Creating a safe workplace.

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RELEVANT FEDERAL LEGISLATION INCLUDES:

• The Fair Work Act

• Racial Discrimination Act

• Disability Discrimination Act

• Sex Discrimination Act

• Age Discrimination Act

• Equal Opportunity for Women in the Workplace Act

• WHS Act

Anti-discrimination and safe workplaces are catered for within these

pieces of legislation.

Ethical principles and codes of practice are also essential in the area

of communication – use your Ebook for more information

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DISCRIMINATION

Individuals and organisations must not take adverse action against

any person on the basis of:

Gender Sexual preference

Political opinion

Trade union activity Colour

Race and ethnicity Age

Physical or mental

disability

Marital statusFamily or carer's

responsibilities

Pregnancy or breastfeedingReligion Political

opinion

Irrelevant medical record

Irrelevant criminal record

National extraction

Social origin

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PRESENTATION SUMMARY

Now that you have completed this presentation you should be able to

understand:

• The importance of valuing all persons and treating them with

respect

• Verbal and nonverbal communication

• Overcoming language barriers - strategies

• Workplace behaviour

• Legislation requirements