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LO1: Obtain and convey workplace information

Information Sheet 1: Access specific and relevant information from appropriate sources
Communicating information
Workers must be able to communicate information to work effectively. Information is
communicated in two directions - sometimes you receive information and sometimes you convey
it. You communicate regularly with your employer or supervisor and your co-workers. You
might also communicate with customers and suppliers, contractors, local government employees,
or other people from outside your workplace.
Gathering information for work
Every day, you have to gather information that you need for your work. Some information comes
from your supervisor, co-workers, clients, suppliers and other people you speak with each day.
Some information, such as work rosters, vehicle logbooks, or telephone messages, comes in
written form. You might also gather information from your own observations by, for example,
looking at a rain gauge, or checking supplies of materials.
Information sources
 Letters  order sheets
 memos
 Plans  SMS
 internet websites
 industry magazines
 emails  faxes
 newsletters  work notes

Knowledge of one's workplace responsibilities can be obtained from a variety of sources.

To obtain, understand and clarify workplace procedures an employee can:

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 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.
Information Sheet 2: convey information effectively
Effective communication
What is communication?
Communication is the exchange of information, messages and thoughts. Communication is the
process by which people attempt to share meaning: our ideas or thoughts.

Figure 1 A basic model of communication

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
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 follow the enterprise Occupational Health and Safety and environmental procedures.

Different modes of communication

There three main modes of communication:
Listening Communication Skills
Listening is one of the most important aspects of effective communication. Successful listening
means not just understanding the words or the information being communicated, but also
understanding how the speaker feels about what they’re communicating.

Effective listening can:

 Make the speaker feel heard and understood which can help build a stronger, deeper
connection between you.
 Create an environment where everyone feels safe to express ideas, opinions, and
feelings, or plan and problem solve in creative ways.
 Save time by helping clarify information, avoid conflicts and misunderstandings.
 Relieve negative emotions. When emotions are running high, if the speaker feels that he
or she has been truly heard, it can help to calm them down, relieve negative feelings, and
allow for real understanding or problem solving to begin.
Being an active listener is important to good verbal communication. Some hints for active
listening are:
 Listen – don’t talk
 Make eye contact and watch for non-verbal clues
 Think of the other person’s point of view (empathise)
 Take notes if required
 Don’t interrupt, ask questions only when they have finished making their point
 Ask questions to check your understanding
 Provide feedback
Here are some of the ways managers and engineers can benefit from listening well:
 Might solve the problem for the other person.
 Helps solve problems and resolve disagreements.
 leads to better work and cooperation from others
 Helps managers and engineers make better decisions.
 Can help individuals do a better job.
 Can prevent trouble.
 Provides time to think.
The average speaking rate is about 125 words per minute (speech speed) and a person's capacity
to listen is about 400-600 words a minute (thinking speed).
Barriers to active listening
The following need to be avoided when trying to listen actively:
 distractions—eg noise, personal concerns or interruptions
 assumptions—assuming we know what the other person means without checking
 responding to the way a speaker is behaving rather than to what they are saying—eg, it
can be harder to listen when someone is being aggressive.

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Effective Speaking Communication Skills

Speakers must learn to articulate their message in a way the listener can understand, delivering it
in a manner that is consistent with the message itself. Serious issues are best delivered in a
serious tone, but with regard to the known or potential reaction of the listener. The reaction of
the listener to both good and bad news can be directly controlled by the speaker, as long as the
word choice and delivery are carefully considered. One part of effective speaking is knowing
your listeners and how they may react, or delivering your message in a generic fashion if the
listeners are not known.

Here are some other tips to improve your speaking skills:

 Don't state opinions as facts. First, you might not be right, and second you will alienate
your listeners. You might even cause an argument. Identify your opinions as such with
phrases such as "it seems to me" or "I believe."
 Use words that convey your message. When talking, be sure the words you choose are
clear and straightforward. Fancy phrases and long or strange words might be impressive,
but they do not necessarily lead to clear communication. 
 Repeat if necessary, but stop talking once you've made your point. Many speakers repeat
themselves unnecessarily, long after their listeners have caught on. While illustrating
your point with an example clarifies an idea, needless repetition causes your listeners'
minds to wander. 
 Don't discuss personal problems. A professional never burdens other people with
personal complaints in a public or group forum.
 Don't do all the talking. If necessary, direct the conversation in a way that encourages
other people to contribute their ideas. This offers you an opportunity to learn.

It is important to understand that only approximately 7% of what we communicate is “the

words we use.”  38% comes from our tone of voice and 55% comes from our body
language.

Written Communication requires the people involved to have a common understanding of

terms and their meaning. This also requires them to use a common language when
communicating.
Many forms of workplace communications are written. Some examples include plans,
specifications, sketches, graphs, time charts, site instructions, work procedures, safety bulletins,
meeting agendas, minutes of meetings, emails etc.
Not all written communication is interactive.
An Australian Standard or Building Code does not normally require feedback. Sometimes
questions may be required to clarify some points.
Other written communication requires feedback and discussion.

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An architect’s plans may require meetings, letters and discussions with clients, engineers,
suppliers and builders before they are understood by all those required to use them.

Verbal interactive communication involves the two parties exchanging information using a
common spoken language. This may be done by speaking to a person face to face, using a radio
or a telephone. They must pass on clear, precise messages and listen carefully to each other.
One way to assist good verbal communication is to ask for feedback. For example:
When asked to “Go and nail the birds mouth near the valley over there.”
You may need to ask one or more of the following questions.
“Is that the one on the left or the right of the valley?"
“Shouldn’t I nail all of them?”
“What is a birds mouth?”
“Shouldn’t I use a triple-grip?”
“What kind of bird is it, I can’t see it from here?”
The first four questions are being asked to clarify what the person giving the instruction requires.
The questions also offer feedback about the level of detail in their first instruction.
The last question gives the person giving the instruction an insight into the type, or perhaps
knowledge of person they are asking to do the work. (They could be joking! This may be a
barrier to good communication!!)

Non-verbal communication messages can be expressed with gestures, facial expressions, signs,
signals and other methods. These can be important ways to communicate in difficult
circumstances. When a worker is out of normal hearing range a greeting or simple command can
be given with hand gestures. A driver can be told to stop a vehicle with a simple hand gesture. In
noisy or difficult environments, signals may be given by hand signs or using methods such as
whistles. Some crane drivers and dogmen still use whistle signals to help control the crane
safely.
Once again, the language used must be a common language. Large aircraft taxiing at an airport
are controlled with hand signals. The same signals mean nothing to a construction worker
manoeuvring a vehicle to load or unload material.
Non-verbal communication methods that can be used include:
 body language – gestures or posture
 changes in voice – different tones may change the message
 signs, signals or sounds – a common method of conveying information quickly
Remember when using a phone or radio, non-verbal clues cannot be used. There is no point
holding your hands up and saying “about that long” when using a phone or radio!
It is essential that all people on the building site have a common understanding of the many
terms used on that site.
An example could be when a person on the site refers to a measurement of 368. The common
understanding is that all people working or visiting there will know that the measurement is 368
mm. Even the plans for a multi story building will be drawn in millimetres. Imagine being told to
dig a hole 750 deep and finding out after you have dug the hole, that it was meant to be 750 mm
deep, not 750 cm deep (10 times deeper)!

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Interpersonal skills
Interpersonal communication skills are essential for establishing positive relationships with
others. Effective communicators use:
 assertive behaviour—eg listen actively, ask appropriate questions, share ideas and
feelings and let others do the same
 active listening—eg take turns, don’t interrupt, ask questions and paraphrase to show
interest and understanding
 effective questioning—eg question to show interest and understanding, use open, closed
and probing questions
 non-verbal communication—eg look the person in the eye, nod to show understanding
and respect people’s personal space
 verbal communication—eg speak clearly and at a suitable level, use a positive tone, and
use inclusive language.
Seeking clarification
It is important to ask questions and clarify any information, instructions or procedures you are
not clear about. This is important whether the information or instructions or procedures are in
spoken or in written form and whether it has come from a client, your supervisor or a colleague.
Self-esteem
Self-esteem is the amount of respect people have for themselves. It is a sign of how people will
behave in different situations and lets others know what to expect in a relationship. Self-esteem
gives a message to others about how much a person values themselves and what they expect
from others in terms of respect and fairness.
Generally speaking, people with high self-esteem tend to be assertive, while people with low
self-esteem tend to be aggressive or passive. Assertive behaviour is often preferred because it
helps people build good relationships and helps to create a positive, open environment. It follows
then, that we should develop our self-esteem and encourage others to do the same.
Effective questioning
Questioning brings together the important skills of speaking and listening. Asking effective
questions can help develop active listening or with gaining clearer information.
Effective communicators use different types of questions to suit the situation and purpose. They
think about how to ask the question, not just what the question is about. They also think about
what type of question will be suitable for the situation, the relationship between the sender and
receiver, their cultural values and their attitudes.
Three main question types are:
 Closed: This is used to get single facts, confirm or check information or refocus a
conversation, eg ‘Have you finished the draft of the newsletter yet?’
 Open: These questions are used to explore and encourage a detailed answer or get a
conversation going, eg ‘Do you think you’ll finish soon?’
 Probing: These questions are used to get specific information often after a closed
question—eg ‘What needs to be done to get it ready?
Personal presentation
Because your personal presentation reflects on the organisation, it is important that you
communicate the message your employer wants. Personal presentation includes:

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 Dress: You will need to follow your company policy on dress.

 Grooming: This includes dress, cleanliness and style.
 Facial expression: This can covey a positive attitude and confidence.
 Posture: Monitor your posture through the day as it can convey how you are feeling.

We communicate with many people—at work, at study, in the community, and in our personal
lives.
Interpersonal communication skills are essential for establishing positive relationships with
others. Effective communicators are able to use assertive behaviour, active listening, effective
questioning, non-verbal communication, and verbal communication.
Why we communicate
Our reasons for communicating can include:
 solving problems or making decisions
 gathering information
 promoting or selling a product
 negotiating agreements
 speaking in a meeting or making a presentation
 giving instructions or supervising people
 writing letters and emails
 making phone calls or answering enquiries.
How we communicate
We communicate by telephone, email, face-to-face conversation, gestures, graphics, formal
speeches and presentations. How we communicate varies according to need, purpose and
situation.
 verbal communication: - signs
- face-to-face - diagrams, etc
- by telephone  written communication:
- use of two way radio, etc - memos
 non-verbal communication: - instructions
- gestures - forms
- body language - faxes
- signals - SMS
- email, etc.
Effective communication
Effective communication is when the desired or intended result occurs during an exchange of
information between individuals. This is what we need to aim for in any business; for this reason,
it is important that you are always courteous and positive in your interaction.
Interacting courteously
In your work as an animal attendant, no matter which workplace you work in, you be
communicating with a lot of different people in different roles. Interacting courteously and
positively is important for building good relationships with people. Here are some important
considerations.

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 Respect others: Have respect for the different workplace roles. A good way of showing
respect is by not passing judgment.
 Empathise: Try to understand how others feel and think even if you disagree—in other
words, 'walk in the other person's shoes'.
 Be honest: Acknowledge when you make a mistake. Be open in discussing how certain
decisions may impact on you. Raise issues that concern you.
Interacting with co-workers
 Work cooperatively: This mean working in harmony with people so that the overall goal
of the team is achieved. Be prepared to 'lend a hand' even if the task is not in your job
description.
 Show loyalty: Don't spread gossip and respect confidentiality.
 Acknowledge others: Let the employer know when you or someone else does something
well. Comment when you see something positive.
Interacting with clients or customers
 Maintain confidentiality: Services, products and information that clients receive and
treatment of their pets/animals should not be discussed outside work. Not only is it
disrespectful, legally it is a breach of privacy.
 Use discretion: Be discreet when discussing customer needs. Take care that others cannot
overhear you and don't use expressions that blame the clients or make them look bad.
 Build rapport: This is a vital part of ensuring your clients' attention, loyalty and
satisfaction. Use warm greetings.
Greeting clients or customers courteously
 Give prompt attention: This is imperative. When a client arrives, always excuse yourself
when attending to another client, to greet and quickly ascertain the newly arrived client’s
needs. This shows the new client that you know they are there and will be as quick as
possible to meet their needs.
 Ask for information courteously: When getting the clients' details, purpose of visit and
their animals' details (if applicable) try to make it part of a friendly conversation, not an
inquisition.
 Address the client or customer: Use the name of client when appropriate.
 Offer help: Offer to help clients by inviting them to tell you what it is they would like, for
example, 'How may I help you?' or 'What can we do for you today?'

use appropriate medium to transfer information

Memorandum: communication within an office environment, the memo or memorandum
serves as a quick note to convey information from one section of the company to another a
memo will include a few basic elements, such as the name of the originator of the document, the
intended recipient or recipients, the date of issue, the general topic, and the body of the document
that contains the information to be shared.

Circular: the transactional or circular model of communication, the receiver and recipient both
send and receive messages, leading to both parties being renamed sender-receivers. This is a

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circular model of communication. An example of this is most interpersonal, face-to-face

communication. You receive feedback from your conversation partner through their body
language and verbal responses and so adjust your messages to fit that; your partner does the
same.
Notices are methods used to keep the workforce as a whole up to date with what is going on.
There are impersonal methods of communication i.e. the same communication is sent to all the
workers. Notices may relate to vacant posts, holiday arrangements, union matters or social events
and are likely to be displayed on a notice board. Sometimes important notices are included with
wage or salary slips. They keep workers informed and attempt to make them feel a part of a large
company.
Face-to-face communication occurs one-to-one and one-to-many in forums where people are
physically present. It allows participants to develop strong social relationships among themselves.

LO2: Participate in meetings and discussions

Reasons for workplace meetings 2
Common terms used in meetings 2
Types of meetings 3
How meetings are structured 3
Problem-solving strategies 4
Effective negotiation skills 5

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Meetings in the workplace are a way of getting all the relevant people in a workplace together so
that information, problems, issues can be discussed at the same time. More structured meetings
will have an agenda, a chair and a secretary.
Reasons for workplace meetings
The main feature of workplace meetings is that they are held for a specific reason—often to
share information or to discuss:
 specific problems and how to resolve  have a plan
them  encourage all members to listen
 work duties, rosters actively
 care of IT materials and stores  make decisions
 new workplace procedures  encourage people to be supportive
 health and safety issues.  encourage people to contribute.
The best team meetings:
Common terms used in meetings
Structured meetings will usually involve a:
 Chairperson—plans the meeting, establishes whether enough people are present before
the meeting proceeds, runs the meeting, and controls the moving and seconding of any
proposals or motions
 Secretary—produces the agenda, takes the minutes for the meeting and deals with any
correspondence for the group.
Other common aspects of meetings include:
 An agenda—creates a list of topics to be discussed at the meeting and circulates to
members before the meeting. Any member can submit a topic prior to the meeting. An
agenda is helps ensure that all topics are discussed.
 Minutes—are a written record of key points discussed. They are taken by the Secretary
and are normally circulated after the meeting. They are read and checked at the beginning
of the next meeting—any corrections are noted. They are “accepted “as a true record of
the meeting by a vote.
 Motion—a formal proposal for discussion at the meeting. The person who submitted the
proposal is called the mover of the motion. The chairperson will then call for someone
else to “second the motion”, which means agreeing that it can be discussed. The mover
then has the opportunity to speak to the group in support of the proposal (called speaking
to the motion). The chairperson then invites anyone who wishes to speak against the
motion.
 Amendments—where the wording of a motion is changed or added to.
Types of meetings
Depending on the workplace, many meetings are held face-to-face. Meetings can be also held via
video, teleconference and online meetings. These are no different from face-to-face meetings
except that only one person can speak at a time, papers cannot be passed around at the meeting
and, if there is no video, people can not see each other.
How meetings are structured

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Workplace meetings can range from short informal discussions to formal meetings with a written
agenda, a chairperson and someone to record the Minutes. If you don’t have formal meetings in
your workplace you may have attended them at other times such as at a sport’s club or at a
parent’s meeting at school.
There are usually three phases to a meeting:
 an introduction phase when:
o the purpose of the meeting is explained
o the proposed structure of the meeting is given
o if new people are present, they are introduced
 a discussion phase when:
o issues are raised
o information is shared
o people have their say
o decisions are made and recorded
 a conclusion phase when:
o ideas are summarised
o decisions are repeated or read out
o the follow-up is written beside decision, and if necessary
o the purpose and time of next meeting decided.
After the meeting, a copy of the minutes is usually given to everyone who attended the meeting.
A copy is filed—electronically or in a filing cabinet—for future reference.
Members who have been allocated a task during the meeting must now commence the
undertaking of the task. Any meeting outcomes most also be implemented.
Problem-solving strategies
Two strategies which are useful for solving problems—or making decisions—are:
Brainstorming
The ideas are usually recorded on a board or on a large piece of paper where all can view the
ideas. Sometimes while looking at the ideas that have been written down, more ideas are
generated.
Some tips for effective brainstorming:
 wild ideas are expected and accepted—no criticisms
 every idea is written down
 quantity not quality is important
 focus on a single, simple problem
 all members are encouraged to contribute
 allow some thinking time when it appears everyone has run out of ideas
Mind mapping
Mind mapping is good for large, complex problems. Each person writes the problem in the
centre of the page and then writes everything they know about the problem. Each person's maps
are then combined so that one larger map is created. During the process, other ideas are
sometimes generated and added.

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Effective negotiation skills

Negotiation is about influencing or persuading (change mind) people to move towards a position
that is important to you. Here are some basic steps:
1. Work out how you can attract interest in what you need.
2. Find out what they want or need.
3. Work out how you can satisfy their need.
4. Balance their need with yours.
5. Ensure the agreement is acted upon.
6. Follow up.
It is always important to consider everyone involved in a negotiation process. The people
involved in a negotiation should listen to each other before trying to negotiate. It is much easier
to successfully negotiate an outcome when both parties understand or at least appreciate each
other’s position.
Basic principles
Five basic principles for negotiating are:
 Be hard on the problem and soft on the person.
 Focus on needs, not positions.
 Emphasise common ground.
 Be inventive about options.
 Make clear agreements.
 Where possible, prepare in advance.
Consider what your needs are and what the other person’s are. Consider outcomes that would
address more of what you both want. Commit yourself to a win/win approach, even if tactics
used by the other person seem unfair.
Phrasing of an issue
An important consideration is how a need or an issue is phrased.
 You can ask questions of the other party to reframe the issues, eg ‘If we resolve this
conflict, what differences do you think you would you notice?’
 Ask the other party to reflect what has been said to ensure they understand, e.g. ‘Why
don’t you tell me what I/they said?’
 Use ‘I’ statements or ask the participants to rephrase something they said in a more
positive manner.
 Re-interpret an attack on the person as an attack on the issue.

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LO3:- Completing workplace documents

Types of workplace documents 2

Specific workplace documents 2

Legal requirements 3

Completing documents 4

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3.1 Complete range of forms relating to employment conditions

Types of workplace documents
All workplaces use a range of documents that you would need to:
 complete—eg record keeping purposes
 access as sources of information—eg client or patient history.
As forms are often referred to at a later point, it is important that they are completed accurately
and legibly. Many forms are legal and taxation requirements and need to be stored for future use
and reference.
3.2 record workplace data on standard workplace forms
Documents that would be commonly used by most workplaces include:
 telephone messages—via email, central message book or telephone message slips
 Personnel forms
 time sheets.
 Safety reports
There are often additional documents that are associated with different forms:
 plans  client financial history
 Annual reports  legal records
 Statistics reports  maintenance records
 Monthly reports  staff and pay records
 Financial records  production figures
 Purchasing reports  business policies manual
Legal requirements
When you commence employment in a workplace, you are required by law to complete forms
such as:
 a tax declaration form
 a employment declaration form.
Many businesses will also have new employee’s complete a personnel form. This form will have
your personal information on it such as your name, address and phone number as well as other
information such as who to contact in an emergency and doctor’s and dentist’s name.
Some businesses have a procedures manual that you will be given when you commence
employment. Once you have read and understood the manual you will be required to sign a form
to declare that you have read and understood the manual.

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Document No.
Institution Name

W/R SIHEEN POLYTECHNIC COLLEGE

s Issue No. Page No.
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Title communications
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It is very important when you are completing forms that you complete them accurately, legibly
and truthfully. After you have completed any form, you should double check the form to ensure
that you have made no mistakes. If you are completing the form for another person—such as a
client or customer—pass the form to them to check once you have completed it. If mistakes are
found, ensure that you rectify them right away.

3.3 Basic mathematical processes of addition, subtraction, division and multiplication

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 an Inventory and the quantity of materials, equipment and
consumables
 counting assets in the asset registers
 calculating financial calculations
 Reporting statistical data
 measuring a length and area of if it’s any

3.4 Complete report requirements to supervisor

Completing documents
The information is only as useful as what is recorded in the documents. If the information is
accurate, correct and legible, then the forms can provide valuable and essential information.
When completing a form or document, you need to:
1. Recognise when information needs to be recorded—eg consent details before a procedure
2. Recognise what types of information are required
3. Collect the required information
4. Interpret the information
5. Complete the appropriate workplace forms or paperwork
6. Record information, either manually or electronically
7. Compile and store the information according to your workplace policies and procedures.
Important considerations
Forms and documents need to be completed with the following in mind:
 objectivity—avoid personal bias or be aware of it
 precision—avoid ambiguity; aim to be accurate
 consistency—focus on facts rather than your interpretation
 legibility
 avoid offensive language.
Storing documents
Remember: No matter how accurately and completely a form or document has been completed,
if it cannot be found, it is useless.
Once the forms and/or any documents have been completed and checked, they must be stored,
either electronically or paper-based. A simple and easy to access system should be set up.
Depending on the workplace, the information you need to store and/or record may include:

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Document No.
Institution Name

W/R SIHEEN POLYTECHNIC COLLEGE

s Issue No. Page No.
: Participate in Workplace
Title communications
COLLEGE 1 Page 1 of 15

 manual card filing systems

 record books
 envelopes—eg radiographic films
 folders—eg for pathology reports
 computer based
 photographs
 video clips.
Many forms are required by law to be kept for a specific period—seven years or more.
Therefore, any paper-based forms or electronic media also need to be located in an area that is
dry, cool and away from light to ensure they last.

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