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Lead Communication in the Workplace

• Establishing effective internal processes helps develop a culture of information sharing
• This contributes to continuous improvement and ensures everyone can contribute to the organization's strategic direction

Unit Content

• Establish communication protocols.
• Coordinate effective communication.
• Present and negotiate persuasively.
• Review communication practices.

Establish Communication Protocols

• Understand legislation influence
• Describe the importance of workplace policy
• Become familiar with communication methods recognising diversity in the work place

Workplace Information Requirements

• Australian government legislations guide organisations in operating and communicating effectively
• Organizations must follow legislation and develop their own policies and procedures alongside these

Legislations and Regulations Relevant to Customer Service

• Governmental legislations are grouped into topics at the federal or state level

Australian Consumer Law (ACL)

• Part of the Competition and Consumer Act 2010
• Deals with standards of business conduct such as fair trade and consumer rights.
• Includes regulations for asserting a right to payment, consumer agreements, and warranties
• Protocols and formats are required

Privacy and Legislation

• Laws protect customer and employee information
• Personal or sensitive information identifies a person, and protection from misuse is crucial

Work Health and Safety (WHS) Legislation

• Deals with health and safety issues in the workplace
• Includes regulations about assessing and controlling health and safety risks
• Involves use of machinery, the workplace environment, and insurance/compensation for employees.

Discrimination Laws

• The Human Rights Commission of Australia enforces acts relating to discrimination at federal and state levels
• Discrimination is covered based on age, race, disability, sex, religion, political opinion and criminal record
• These laws apply to customers and employees alike
• Important to know rights as an employee and the rights of the customers you serve
• Ethical behavior is important

Employee and Consumer Ethics

• Managers/team leaders are accountable for staff and the organisation
• This includes ethical behavior: to do good, do no harm, show respect, be fair, truthful, and strive for justice
• If customers are not treated ethically, they will leave
• Operating a business ethically requires understanding laws, codes of practice, and service charters
• The Federal Department of Fair Trading creates a level playing field for all businesses and ensures compliance with the law
• Businesses must practice acceptable conduct, such as undertaking no misleading or deceptive conduct or making any false or misleading claims
• All businesses must operate ethically and comply with competition, fair trading and consumer protection laws
• Organizations have an ethical obligation to act in the best interest of their customers

Employee Discrimination

• Treating employees poorly severely impacts staff morale, public image & profitability
• It's illegal to discriminate against any employee based on personal characteristics as per the Federal anti-discrimination law

Direct discrimination

• Treating one person less favorably than another because of attributes like race, color, sex, sexual preference, age, disability, medical record
• Attributes include impairment, marital status, pregnancy, family responsibilities, criminal record, trade union, political opinion, religion, national extraction or social origin

Indirect discrimination

• Treating everyone the same, but results in unfairness to a specific group
• Example: Workplace design prevents a person with a disability from accessing equipment

Operational Ethics

• Operating in line with ethical guidelines is essential, mainly regarding workplace communications
• Claims of discrimination have multiple negative ways of affecting a business.
• They can damage a business' public image or cost it court and settlement fees

Organisational policies and procedures

• Workplace interactions are regulated by the organisation’s policies and procedures
• Policies affecting communication include*
• Greeting and acknowledging customers
• Resolving issues timeline
• Communicating electronically/verbally/written
• Complaint handling

Company Policies

• Rules and guidelines set to ensure company consistency
• Separate policies can be set out for range of areas such as hiring, correspondence, or social media
• Procedures are ways company policies are implemented, e.g. a letter following a specific template and vocabulary
• They ensure compliance with legal and organisational requirements
• Methods put in place for workers to record, store, and disclose employee and customer information

Regulations

• It is important to follow privacy legislation when handling personal info.
• Most organizations use CRM system (customer relationship management) which helps keep contact details up to date
• This helps track every interaction with customers and communications with employees both written and verbal
• Codes of conduct guideline the acceptable behaviours of those working inside the organisation
• Because communication is fundamental, these codes include*
• Professional standards
• Integrity and ethical standards
• Level of professionalism to be adopted which align to the standards and ethics established

Analysing Internal and External Information Needs

• How an organisation communicates internally/externally is essential to its success
• Communication policies/guidelines help employees share information for effective work and support company image

Internal Communication

• Internal communication is the sharing of information within the workplace through emails/memos or at meetings/conferences
• Enables*
• Communication of policies and procedures
• Information and knowledge sharing
• Productivity Improvement
• Culture of inclusiveness creation
• New idea and concept development

External Communications

• Information exchanges with customers, prospects, partners, suppliers, investors, and other stakeholders outside of the company
• Integral that company implements policies by guiding on what info to share and with who
• Important to have guidelines on what kind of information to share with which party as that certain information doesn't fall into wrong hands or create problems for the organisation
• Controlling negative information is one of the reasons effective external communication is so important
• Organisations can have a strategy in place, to reach out / discuss issues at hand
• Depending on the type of industry you work in and the specific goals of the organization it is important to address specific organizational needs such as*
• Networking -Presentations -Brand information
• Advertising -Website content and blogging -Live events
• Social media platforms and content -Press releases -Marketing

Organisational Communication Protocols

• All levels of management partake in an open/participative communication strategy
• Since you cannot have everybody communicating to everybody else, various management levels/specific departments should take responsibility for communication types

Developing a communication protocol includes

• CEO setting strategic direction; address company health; make important announcements
• HR managing performance, employee relations, admin, internal communication strategy & metrics to measure its deployment
• Manager/team leaders address project/departmental details & progress, successes & failures, strategy & goals
• Employees provide feedback about issues and address colleagues' needs/skill sharing
• PR department/external PR professionals manage formal external comms together with top management

Developing Communication Techniques

• To develop communication strategy begin by linking communication to strategic plans and goals/objectives/employment brand.
• Effective comms strategies*
• Safeguard credibility to establish loyalty/ trust
• Maintain consistency to establish a strong employment brand
• Prepare managers in their roles as organizational leaders

Key principles of cross-cultural communication

• Cross-cultural effectiveness is key to new markets, streamlining processes, creating productive teams & enhancing reputation
• Some cultures show respect through compliance with specific protocols
• Protocols are cultural or religious
• In Australia, main protocols involve key Australian indigenous groups and inbound tourist markets

Indigenous Australian protocols

• Aboriginal people and Torres Strait Islanders.*
• Known as traditional custodians of the land, recognizing them as such is respectful
• Important protocols and ceremonies to culture should be observed during business
• Welcome to county:*
• A traditional ceremony conducted by aboriginal or TSI custodians to welcome visitors to their land
• It occurs at beginning of meeting and must be conducted a recognised elder from local area
• Acknowledgement of country and elders:*
• Greetings given by the speaker where indigenous Australians are present
• Acknowledge indigenous Australians and and their role as traditional custodians of the land

Indigenous Avoidance, Sorry Business and Cultural Considerations

• Avoidance protocols where family members avoid as a mark of respect
• Practices for indigenous Australians when a person has died
• Should be remembered/respected as it disrupts business
• When speaking about deceased, avoid saying name and instead, refer to them by generic description
• It is customary to avoid showing those pictures as it's believed to disturb/summon the person's spirit

Key protocols

• As part of their religious duties Muslim believers are required to prey 5 times a day:dawn, midday, afternoon, sunset & evening
• Accommodate those who need to pray
• Hindu greeting is the greeting "Namaste" meaning I bow to you which is accompanied by a slight bow and hands pressed together
• Respectable greeting universally used for people of different ages, genders, or social status
• Some religions have restrictions on types of food eaten

Determining the needs of others

• Important to establish needs when communicating with customers, colleagues, or other stakeholders
• Ensure understanding by listening to what's asked
• Verbal and nonverbal cross-cultural ineractions should ensure that they feel welcome, respected / recognised, understood
• Asking question shows you're*
• Replying promptly
• Trustworthy

Adaptive Communication Protocols

• Companies should provide guidelines on methods and equipment suitable when communicating to employees
• Whether communication used is used is verbal or written you need to apply/ implement communication standards
• Types of communication are visual, written and verbal

Visual communication

• Includes posters, flyers, reports, brochures, PowerPoint presentations
• In-person communication, talking face-to-face using gestures non verbal communications where necessary
• Particularly important when communicating to those with hearing disabilities in general communication
• Written communication includes fax, email, memo, or letters suitable for a client to communicate with • Best to send email communication as discussions.

Verbal or Oral Communication

• Includes virtual phone calls, meetings, virtual, or in personal events. ###Adapting Comms

• type of communication determined by audience and information need

• templates should be available to provide various formats

• required followed by a number of policies

• Communicator should adapt way by tailoring communication and understanding audience

• If not, this can have negative results

• • Emails**

• Use language that is appropriate and politely spelt correctly.

• Follow this with an appropriate greeting using "Dear"

• Explain the purpose of mail clearly and within the first paragraph.

• Avoid using abbreviations for a formal email

• Sign off with Regards

• Pay particular attention to represent well as an organisation in internal and external emails

• • Telephone**

• Answer phone under 4 rings

• Say personal and business greetings

• Write numbers well which allows easy access on recording information

• Make decision about communication that is needed after taking communication before speaking through telephone

Taking messages

• To guarantee information take clear and concise communication to prevent potential miscommunication
• Social Media and SMS*
• Refrain presenting personal opinions when representing as an organisation member

Workplace Documentention

• Use language that is clear prevent to much clarification later down the line When writing communication, make it short and concise as well get it proofread from an expert Documents should be standardised. There should only be one level of request of communication

Key Communication Factors

• Attachment
• Attendees
• Introduction
• Background
• Purpose and scope
• Deadlines
  - Notations

Structure of Documents

• Visability • Balance • Alignment

Communication protocol support materials

• Policies are rules and guidelines set by an org to ensure consistency which must adhere to legal requirements such as,
• Guidelines of a corporate identity include: Fonts music email advertising message

Workplace polices and proceedures

• Policy and processes must be clear so there is no miscommunication on task asked for. Policies need to write that are easy understood between languages and cultures Often pictographs accompany written policies External Communication - transmission between organisations and individual Policies / procedures must be
  • provide clear ideas and thoughts communication

  • Demonstrate it is to way communication
    

Internal communicational and transmissions within the organisations

• Policies and procedures need to be :*
  • Open clear reson communication , understating the need of the audience

Reviewing communications

• Social media communcations*- company culture guides employees to use social media to achieve values
• Dealine /Timlines*- make sure company is familliar with policies and guidelines and act upon these
• Cultural diversity Policies-* follow all communication procedures Follow Health Department rules (signadges with specific communication)
• Emergency protocol*- make safe for staff to work on Effective communication between people must act in same place

Implement Communication Protocols

• Policies and procedures are to direct employee conduct ensure a standard
• Management’s responsibility is to make ensure its there staff understand the protocols
• Be sure to aware of one another within their specific work space As key communication member its a key that all communication is met

Language and effective team

• A teams communication includes*

• Organisation information

• task related formation

• Feed back

• Make sure to keep everyone informed with emails and briefing while giving

• Email*

• Intranet Be direct but respectful in communication at all times

• Written communication* Pictoral , support written to better improve all communication

• Centralised document storage*- Keep all documentation stored safely central

• Writing standars*

• Keep everything uniformed as shown by the organisation

• Clear / Concise headings*

• Headings well spoken languages, or easy to understand

Disabilities in the Workplace

Its important to under stand any disablilities that associates to anyone while communicating

• Visual
• Color
• Blindness
• Low vision
• Auditory
• Speech
• Hearing( can be helped through sign)

Internal Work Relations

• Communication to synconise actions and achievements
• It involves the signs and signals of behaviours
• Communications*
• Coordination
• Distribution
• Charring feelings

Managing people well

• Leaders use 2 types of
• Verbal
• Writing
• Involving from friends and people close ( informal type.)
• Foraml / Inforal communication to be:*
• Clear
• Brief
• Open

Clarifying + Confiming

• 2 impacts on communication*
• The content
• Audience needs
• Audience*
• Level of education
• Language / Background Its key to see where/ how one comes from before making / speaking communication
• Engaging / Respecting*
• Open trans parent and have good skills

###Common Barriers

• Envirotal
• Emtional
• Lack of skils
• Cultural Its important to deal with communication appropriately or it can make the organisation look wrong
• *Techniques to over come coms:**-Be aware of Body languages, posture
• Dont interrupt / empathy

Communication barriers

• Jagon
• Differences
• Expectations One of key communication styles is being to articulate clear strategic plans

Review communication practices