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Communicate in the Retail Workplace

Module SIRXCOM001A

Contents Page

Number

Critical Aspects of Assessment 2

Key Terms and Concepts 3

Introduction to Communication 4

Who are my Customers? 5

The Communication Process 7

Barriers to Communication 8

Verbal Communication 10

Non-Verbal Communication 12

Listening Skills 16

Written Communication 21

Letters 22

Electronic Communication 31

Processing Information 33

Teamwork 36

Workplace Conflict 38

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Communicate in the Retail Workplace

Module SIRXCOM001A

This unit encompasses the competencies required for effective communication with customers and other staff in

the workplace.

Critical Aspects of Assessment Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit.

Providing a consistently welcoming environment by treating customers in a courteous and helpful

manner.

Using effective questioning and active listening techniques to communicate with customers, while

maintaining an awareness of the need for discretion, tact and confidentiality.

Interpreting and communicating information accurately to customers, supervisors and peers both face to

face and via other communication electronic equipment.

Accessing, comprehending and processing information accurately according to store policies and

procedures.

Consistently following routine instructions and seeking advice/assistance if required.

Participating actively and positively within a workplace team.

Consistently applying store policies and procedures in regard to personal dress, presentation, hygiene

and code of conduct.

Consistently meeting store scheduling routines and using time effectively.

Interpreting, calculating and recording numerical information accurately.

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Key Terms and Concepts

Key Terms Definition Collaboration Process of working together.

Communication The process by which people exchange information.

Conflict

resolution

The process of solving an identified problem.

Cost price The amount a retailer has to pay for the goods.

Credit note A document given for the return of goods equal to the value originally paid.

Discount A deduction on the cost or retail price of a good.

External

customers

People who are from outside your business.

Feedback Comments and/or information about the quality and/or success of something eg a verbal

message receiving acknowledgement through body language.

Gross profit The difference between the total net sales amount and the cost of the goods sold.

Internal customer Person who works with you and belongs to the business

Invoice An itemised document used by suppliers for the charging of goods.

Lay-by slips A document which indicates the conditions, amount owing and term of a lay-by.

Markdown Is the amount that the retailer deducts from the retail price of an item

Mark up Is the amount (often expressed as a percentage) that is added to the cost price to get the

retail or selling price.

Multi Skilling A situation where workers learn to perform more than one task in the workplace.

Negotiation A formal discussion between parties with the purpose of reaching an agreement.

Net profit Gross profit minus operating costs.

Operating costs The additional cost incurred when running a business E.g. electricity, wages, shop rent,

telephone.

Receipt A document confirming money or goods have been received.

Retail price The amount a customer has to pay for the goods.

Return slip A document indicating what item, the cost and reason the item was returned to the

business.

Roster A list of employees showing turns or duties for each individual

Selling price What the retail outlet sells the item for.

Turnover The total amount of money received from all goods sold.

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Introduction to Communication

Communication skills are an essential part of your studies, work and everyday life. We communicate

in a variety of ways:

by writing - this includes using a variety of forms appropriately for a specific occasion, e.g. essay

writing, report writing, etc.

by images - including the use of pictures, graphs, charts, statistics and formulae.

by speaking - using language skills, a variety of styles and intonation to convey meaning.

by listening - this is a skill that can be overlooked but can be learned; it is essential to meaningful

communication.

by presentations - using all of the above.

by body language - it provides unspoken information in a visual situation.

by giving and receiving feedback - a positive and constructive approach to these skills is vital.

Communication is a vital part of our daily life. It's how we share our thoughts, ideas, knowledge and feelings

with each other. We communicate using speech, non-verbal signals, writing, and even by our behaviour. Other

forms of communication include newspapers, magazines, radio and television broadcasts. Of course to be

included are the more recent and popular forms of communication: e-mail, the internet and the World Wide

Web.

Poets, writers, artists, singers and dancers use communication as an art form; as part of their profession.

Nowhere is communication more important than in the workplace.

Workplace signs can include all sorts of warnings, requests and instructions

...

... as well as memos, letters and a host of different kinds of documents.

The best kind of communication is where the message gets across with no misunderstanding - where the

receiver gets exactly the same message as the sender!

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Who are my customers?

As the retail industry is people orientated, workers within the industry come into contact with a large range of

people. Generally, customers can be divided into two main groups.

Below is just a start to who you may come into contact with at work.

Internal customers External customers

Fellow workers

Supervisors

Managers

Trainees

Cleaners

Part–time staff

Casual staff

Customers

Suppliers

Designers

Service providers

Contractors

Tradespeople

Sales representatives

Delivery personnel

All clients need and expect to be:

• respected and welcomed in a friendly manner.

• recognised and remembered.

• served in a clean and comfortable environment.

• listened to carefully and assisted in any inquiry.

Dealing with Clients

We have been looking at how to communicate within the workplace. Communicating with external clients is

not much different.

We all have a responsibility to deliver quality service to our organisation's clients. This requires that in our

dealings with them we:

• communicate effectively with them.

• treat them as we would like to be treated.

• identify their needs.

• meet their needs and expectations.

• assist them with all their queries and requests.

• make them feel welcome.

• provide them with the highest possible service.

When dealing with clients on the phone or face to face, they have a right to expect:

-use a friendly and interested tone of voice.

-present ourselves in appropriate attire.

-use language appropriate to the setting.

-use body language that sends the right message.

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Who are my customers? 1) Explain the difference between an Internal and External Customer. __________________________________________________________________________________________________________________________________________ _____________________________________________________________________ 2) State whether the following customers are Internal or External Customers.

Customer Internal or External?

Sales representatives

Fellow workers

Trainees

Managers

Casual staff

Customers

Suppliers

Tradespeople

Designers

Part–time staff

Supervisors

Service providers

Contractors

Cleaners

Delivery personnel

Dealing with Clients 1) List four qualities customers have a right to expect when communication by phone or face to face. ____________________________________________________________________________________________________________________________________________________________________________________ __________________________________________________________________________________________ __________________________________________________________________________________________

2) True or False When dealing with clients Statement True or False

We all have a responsibility to deliver quality service to our organization’s clients

You should communicate effectively with clients

Treat clients like they are your servants

Identify client needs when dealing with them

Meet client needs and expectations

Provide any service that is available at the time

Make clients feel unwelcome and intrusive

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The Communication Process

Effective communication directly relates to the success of a retail business. Customers today are much more

aware of their rights and have higher expectations of the retail workplace they do business with. It is probably

true to say that for today’s businesses good customer service is not a luxury; it is a vital component of their

business’s success.

The quality of customer service directly relates to the communication skill of a business’s employees.

Communication is more that just talking to a customer. It involves both verbal and non-verbal forms of

communicating. We will look at these in more detail later in this unit.

What does good communication involve?

Good communication involves more than just the exchange of information. It consists of several parts. These

are:

1. Sender; the person giving the message.

2. Receiver; the person who is getting the message.

3. The message; the information being sent. This can be written or spoken.

4. The channel; the method the message is given eg fax, telephone or conversation etc.

5. Feedback; used by the receiver and sender to show they have understood the message.

6. Interference; the barriers or things that can stop the message being understood E.g. noise, the way the

message is decoded.

Communication involves the sending and receiving of messages. It is a two way process.

The cycle of communication proceeds through a number of stages.

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Barriers to Communication

A barrier is something that breaks the communication process. There are many types of barriers and they can be roughly broken into 3 groups:

a. Verbal b. Physical c. Mental

The most common barriers in the Retail Industry are:

1. Using the wrong level of language or body language Excessive pointing at a customer that could be interpreted as rude or annoyed.

Also, using informal language in a shop situation that would be more suitable at a party. E.g. swearing. Both of

these examples could cause the customer to become uncomfortable and closed to what is trying to be

communicated.

2. Using common Australian sayings A person who doesn't have English as their first language may misinterpret the communication.

3. Not using concise statements If your statements are too general E.g. Telling a customer that the product is "over there" and pointing to a

general area.

4. Not providing feedback If you do not clarify the information and "day dream" the customer will not know if you have understood what

they are saying.

5. Assuming the customer has understood the information and not checking during the communication

process if they have understood.

A common problem for customers is the salesperson who has very detailed working knowledge of their

products or uses technical jargon and assumes everyone understands things like they do.

The Communication Process

1) Complete the table with the correct Communication Method and Description

Communication Method Description

Writing

This is a skill that can be overlooked but can be learned; it is essential

to meaningful communication.

Speaking

It provides unspoken information in a visual situation.

Including the use of pictures, graphs, charts, statistics, and formulae.

Presentations

A positive and constructive approach to these skills is vital.

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2) On the Diagram below name

a) The Sender b) The Receiver c) Channels d) Interference

3) Complete the following sentences.

a) Communication is a vital part of our daily life. It's how we share our _________, _______, ____________

and feelings with each other.

b) We communicate using ________, non-verbal ________, writing, and even by our ___________.

c) Other forms of communication include newspapers, magazines, radio and television broadcasts and of

course, these days e-mail, the internet and World Wide Web.

d) The ____________ associated with these often use communication as an art form, and include poets,

________, artists, singers and dancers.

e) The best kind of communication is where the message gets across with no misunderstanding;

__________________________________________________________________________________________

f) By ____________ and dealing appropriately with the many kinds of barriers to________, we can get our

message across and to do a better job of______________ others.

4) List the 5 most common barriers in the Retail Industry.

1)________________________________________________________________________________________

2)________________________________________________________________________________________

3)________________________________________________________________________________________

4)________________________________________________________________________________________

5)________________________________________________________________________________________

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Types of Communication

The way we choose to send a message is called the channel. There are a number of options we can choose to

communicate with including, verbal, written, visual and non verbal. Selection of which channel to use

depends on a combination of factors including:

Length of message

Receiver availability

Location

Access to Technology

Cost

Verbal Communication

What is verbal communication?

We use verbal communication to exchange information with others using a common spoken language.

We communicate face to face, by telephone or radio, or television using videoconferencing facilities.

Communication can be: • one to one - talking and interacting with one other person

• one to many - as a listener in an audience or as the speaker

• in groups - talking together to share ideas or find solutions.

What we say can be either: • prepared - as in a speech or debate, where we can correct and perfect what we say

• 'off-the-cuff' - when the risk of errors and misunderstanding is greater!

To communicate effectively in the workplace, we need to bring all our speaking and listening skills into play.

Good workplace communication includes:

• Getting information to those who need it in order to do their jobs.

• Using feedback to ensure messages are understood and accepted.

• Agreeing on the tasks to be undertaken.

• Building positive attitudes within the workgroup.

• Helping colleagues to do their jobs through 'skills transfer'.

There are two main forms of verbal communication within a workplace:

• day-to-day discussion of what needs to be done.

• on the job training and instruction.

We have to be aware of different contexts too. Think about the probable differences in communication, for example,

between:

Relationship Status Verbal Communication

Fellow Employees Friendly, jovial or competitive

Employer and employee Authoritative, respectful, compassionate

Employee and manager Respectful, attentive and obliging

Employee and client Respectful, attentive and helpful

Manager and client On a more equal footing but still helpful

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Verbal Instructions

Instructions are a very important form of communication at home, at school, at work and in society in general.

We learn from and by them. Verbal instructions cover a huge range:

"Empty the garbage please."

"Complete the worksheet before you leave tonight."

"Charge the battery before you start filming."

These points can be useful when you are giving instructions:

Work out precisely what the goal of your instruction is.

Consider your audience - what do they already know?

Use language applicable to the task.

State the purpose of the instruction.

If a series of steps is required, analyze the sequence.

Sketch a 'mud map' if applicable.

Explain any possible risks or unwanted outcomes.

Remember, all instructions aim to become redundant - that is, you don't want to have to repeat them.

Instructions generally use special verbs called 'imperatives'. These are words that express a command or

request.

For example, which of these sounds more precise?

1. "You should turn the tap on."

2. "Turn the tap on."

Number 2. leaves no doubt and is a much better instruction. The best imperative verbs to use are short.

Why is verbal communication important to business?

Verbal communication is at the core of what most of us do - whether you’re building a business, leading

change, dealing with difficult situations, revitalising a team, coping constructively with complaints or creating

an exceptional customer service climate.

The essential actions taken by managers and staff happen almost entirely through verbal

communication. It sets the emotional tone and builds relationships that ultimately determine the performance

culture of the workplace.

If verbal communication is not effective, coordination breaks down, relationships suffer and business does not

run smoothly.

The tools we might use in verbal communication can include an intercom, telephone, voicemail or two-way

radio. We might also be called upon to speak using a public address system, teleconferencing facilities or even

radio or television.

Many employers have strict guidelines for verbal communication, particularly in the public area. Make sure you

know and understand those relating to anything you do in your job.

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Non Verbal Communication

Our facial expressions, posture and gestures continue to give clues to our feelings - and this is called 'non-

verbal' or 'oral' communication.

Understanding non-verbal communication is a critical skill in communication, because non-verbal messages

can either support or conflict with what is actually being said.

There are three non-verbal elements that a customer should see when entering a store;

1) A Smile, 2) Good Posture, 3) Eye Contact

Facial expression is the most important source of information about our emotions. Our eyes may twinkle

with happiness, become red and watery with sadness, glower with hostility or be averted with embarrassment.

The most important facial expression that can be used in the communication process is smiling. It should be the

first expression anyone coming into your environment should see. Smiling sets up a positive and welcoming

environment for communication to take place. People are more willing to talk and to listen to people who

appear friendly.

When working in the retail environment it is important to ensure that our facial expressions are communicating

messages such as being: Happy, Friendly, Interested, Thoughtful, Concentrating, Apologetic and Empathetic.

Your facial expression should not communicate: Aggression, Indifference, Smugness, Rudeness, Arrogance,

Disbelief, Frustration, Surliness.

Remember this saying: A picture paints a thousand words.

Posture and gestures also tell a lot about our feelings, self-image and energy level.

Good Posture reinforces the smile. Slouching gives the impression of disinterest. To end a conversation, we

may stretch our legs, sit upright or begin to move away. Slumped can indicate sadness, or just that it's time for a

break! Fist shaking or stabbing the air with a finger show aggressive body language and are not usually helpful.

Eye contact is important so that the customer feels that you are interested in what they have to say and

shows them that you are paying attention to them. Avoiding eye contact or leaning away may show that we

wish to avoid conflict rather than confront it.Here are some hints for reading body language:

Focus on the most helpful and relevant clues

Read non-verbals in the context of the communication

Note discrepancies between the words and the body

Be aware of your own feelings and bodily reactions

Reflect your feelings back using body language.

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Communication Questions

Q1) True or False

Statement True or False

We communicate face to face, by telephone or radio, or television using videoconferencing

facilities

Communication is never one to one - talking and interacting with one other person

We use verbal communication to exchange information with others using an uncommon

spoken language

Instructions are a very important form of communication at home, at school, at work and in

society in general.

Verbal communication is at the core of what most of us do.

The essential actions taken by managers and staff rarely happen through verbal

communication

All instructions aim to become redundant

Q2) Reword the following statements to give a more precise verbal instruction.

Request Precise Request

You should lower your voice

It would be easier if you opened the door for me

You should turn the lights on

You shouldn’t use the work phone for personal calls

You should wash your hands before handling food

3) What is meant by instructions aim to become redundant?

__________________________________________________________________________________________

__________________________________________________________________________________________

4) Why are 'imperatives’ (verbs) special?

__________________________________________________________________________________________

__________________________________________________________________________________________

5) Give 3 points that are useful when giving instructions.

__________________________________________________________________________________________

__________________________________________________________________________________________

______________________________________________________________________________________

6) Give 3 reasons why verbal communication is important to a business?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

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7) List 6 different tools that can be used to assist verbal communication.

__________________________________________________________________________________________

__________________________________________________________________________________________

______________________________________________________________________________________

8) What are the two main forms of verbal communication within a workplace?

_____________________________________________________________________

_____________________________________________________________________

9) Match the following so that the Relationship status and communication context is correct.

Relationship Status Verbal Communication

fellow employees respectful, attentive and obliging

employer and employee authoritative, respectful, compassionate

manager and client friendly, jovial or competitive

employee and client respectful, attentive and helpful

employee and manager on a more equal footing but still helpful

Non-Verbal Communication

1a) Explain what non-verbal communication is.

__________________________________________________________________________________________

__________________________________________________________________________________________

1b) Name the three non-verbal elements a customer should see first and why.

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

2) Make a list of facial expressions that should be and should not be communicated.

Facial expressions to communicate Facial expressions that should not be

communicated

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3) Give the following faces eyes, mouths and eyebrows to display the following facial expressions:

Bored, Innocent, Surprised, Happy, Sad, Angry, Embarrassed, Guilty, Annoyed

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Listening Skills

Listening is a vitally important skill for effective communication. We often hear what we want, or expect to

hear, rather than what is actually being said.

Being a good listener means trying to recognise when our own expectations might interfere with our

understanding. As a listener, we need empathy with the speaker to maximise communication. Our

understanding is distorted when we:

• are tired, distracted or just not interested.

• filter what is being said for the information we want.

• let our emotions or being judgemental blur the message.

• perceive conflicting messages.

• are confused by the language being used.

• 'rehearse' or anticipate what the speaker is going to say.

• insist on being right!

When you really concentrate and listen carefully, it not only helps you to understand, but is also likely to

encourage the speaker to express themselves openly and fully - so you can often get more out of the

communication.

Communication is a two-way process - if you don't listen to others, you will find that they don't listen to you A

speaker's voice can provide a great insight into what they are communicating:

• a monotone voice may suggest boredom

• slow speed and low pitch – sadness or deceit

• high voice – enthusiasm or nervousness

• abrupt speech – astonishment or anger

• loud tone – anger (or a degree of deafness)

• drawn-out speech – disbelief

Don’t forget - they can interpret a lot about you from your voice too!

Active Listening

The Chinese best sum up the concept of active listening in their character for the verb to listen

Listening is not a passive activity but one that requires active participation. An active listener is someone who

understands the whole message and demonstrates to the sender that they have understood.

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Active listening has steps

1. Attending to the message: Not as obvious as it sounds. Our brain is capable of taking in four times as much information when we are

listening as when we are talking. We often occupy the rest of our brain thinking while we are listening. To be an

active listener you need to concentrate totally on the message being sent.

2. Interpreting the message: This will involve the verbal and non-verbal messages. In other words what they say and how they say it is

equally important.

3. Understanding the message: Listening to what is said rather than what you think is being said.

4. Indicating your understanding: Again the use of both verbal and non-verbal feedback is of importance to indicate you have understood the

message.

Listening is an active skill, not a passive one, and you can practise and improve your listening ability - though

it's quite hard work!

Being an active listener is important to good communication. Some hints for active listening are:

• Remove or ignore distractions

• Listen - don't talk

• Make eye contact

• Empathise with the other person's point of view

• Take notes if you need to

• Don't interrupt to ask questions

• Ask questions to check your understanding.

• Listen to understand rather than reply

• Acknowledge feelings and emotions

• Allow silences

• Ask questions

• Reflect conversation content

• Be patient

• Remain calm

• Keep an open mind!

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Listening

Q1) Complete the table with good and bad listening habits

The Good Listener Poor Listener Listening Habits

Daydreams and lets their

mind wander while the

customer is talking

Keeps eye contact for at

least 50% of the

conversation

Blames the customer and

does not look for a

solution to the problem

Judges a person from their

appearance and makes

value judgements of their

character

Does not take poor

customer behaviour

personally and keeps

control of the situation

Leans slightly towards the

customer and nods as the

customer talks

Uses the reflective

questions to ensure they

understand the customer

Questions

1) List 3 ways in which we can become distracted when listening.

__________________________________________________________________________________________

__________________________________________________________________________________________

2) What do the following suggest about a speakers voice?

• a monotone _________________________________

• slow speed and low pitch _________________________________

• high voice _________________________________

• abrupt speech _________________________________

• loud tone _________________________________

• drawn-out speech _________________________________

3) Give the correct definition for an ACTIVE LISTENER

__________________________________________________________________________________________

__________________________________________________________________________________________

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4) Match the following terms with the correct description.

Term Description

Attending to the

message

Listening to what is said rather than what you think is being said.

Interpreting the

message

This will involve the verbal and non-verbal messages. In other words what they

say and how they say it is equally important.

Understanding the

message

Again the use of both verbal and non-verbal feedback is of importance to indicate

you have understood the message.

Indicating your

understanding

Not as obvious as it sounds. Our brain is capable of taking in four times as much

information when we are listening as when we are talking. We often occupy the

rest of our brain thinking while we are listening. To be an active listener you need

to concentrate totally on the message being sent.

5) Circle the following traits of being a good active listener

• Remove or ignore distractions

• Talk

• Make eye contact

• Sympathise with the other person's point of view

• Take notes if you need to

• Don't interrupt to ask questions

• Ask questions to check your understanding.

• Listen to understand rather than reply

• Ignore feelings and emotions

• Do not allow silences

• Ask questions

• Reflect conversation content

• Be impatient

• Remain calm

• Keep a closed mind!

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Asking Questions

Asking questions can be a very powerful tool in all communication. You can generally divide questions up into

the following types:

CLOSED QUESTIONS - limit the options for reply and often require a yes or no answer, or a few words. Closed questions gather little

information, but generally get precise results.

Examples

Do you like the colour blue?

Would you like fries with that?

OPEN QUESTIONS - allow a wide scope of responses and are very good for gathering information. Open questions often start with

who; where; why; what; when and how.

Examples

Where will you be wearing the outfit?

What are you looking for?

REFLECTIVE QUESTIONS - indicate that the questioner wants to listen to the answer to get your views and understand the situation. These

questions can guide a discussion to a particular topic.

Examples

You require a pair of shoes that are comfortable to wear and are also suitable for work?

Did you say you like pastel colours?

Questioning

State whether the questions are Open, Closed or Reflective

Statement Open, Closed or Reflective?

How do I pay for my purchase online?

Would you like a drink with that?

Would you like to upsize your meal?

Did you say that you would like to find a dress that is blue?

Is it right to say that you are looking for a white economical fridge around 300L?

What type of outfit are you looking for?

Can I help you with that?

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Written Communication Just like verbal communication, written communication is an exchange of information using a common

language.

Written communication can be anything from the humble 'post it' note through to a formal contract or an act of

Parliament.

Like verbal communication, the written kind can be:

• one to one - such as writing letters or e-mail.

• one to many - notices, posters, signs or a blackboard.

• in groups - for example an electronic bulletin board or the kind you stick drawing pins in!

And again, what is communicated can be either:

• prepared - where it can be corrected and perfected.

• 'off-the-cuff' - like a quick note or e-mail.

As with all communication, we have to try to pass on clear, precise written messages as well as reading

carefully to be sure we understand.

Written communication requires the people involved to have a common understanding of symbols, terms and

their meaning - but this needn't mean a formal, written language.

Written workplace communications generally fall into one of the following classifications:

Procedural instructions or information on how to perform work tasks

Technical jargon specific to and used in our workplace

Personal about ourselves, our needs and goals

Cooperative used when working as part of a team

Systems how the organisation achieves its ends

Public working with people outside the organisation

Learning gaining new skills within the organisation.

Each communication type might use its own form of media - paper, whiteboard, electronic, etc. - and its own

language - chatty, forceful, point-form, etc.

Type of written communication Examples

Procedural Process flowcharts, Production schedules , Work orders

Technical Specifications, Data tables, Safety information sheets

Personal Lunch orders, Social club news, Personal emails

Cooperative Organisation charts, Internal memos, Meeting agendas and procedures

Systems Time sheets, Incident reports, Purchase orders

Public Standardised greetings, Sales brochures, Press releases

Learning Job Aids, Training materials, Information bulletins

Many employers have strict guidelines or templates for communication, particularly in the public area. Make

sure you know and understand those relating to anything you write in your job.

The tools we use for written workplace communication include pens, pencils, ruler, computer and touch-pad.

We might also be called upon to use a photocopier, fax or overhead projector.

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In retailing the most important and commonly used forms of written communication are

Memos, Reports, Forms/Records, Letters, Signs, E-mails

Memos

Memos are usually short messages for internal communication. Memos can be delivered throughout the office

in the form of a typed letter that is physically passed around the office or by electronic E-mails via computers.

Memos can also be delivered between a number of offices via fax. All forms of memos are common in the

Retail workplace.

The memo layout for an E-mail is as follows:

Greens Auto Repairs

Memo

To: John Smith

From: Julie Jones

CC: All Staff

Date: June 18, 2009

Re: Staff Xmas in July Party

Could all staff who have not paid for the Xmas in July Party please do so by Friday.

Those who have not paid by Friday will not be able to attend the function.

Thankyou

JJ

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The memo layout for a fax is as follows:

Greens Auto Repairs

Fax

To: John Smith From: Julie Jones

Fax: 9523 1122 Pages: 1

Phone: 9523 1111 Date: 6/18/2009

Re: Staff Xmas in July Party CC: All Staff

Urgent For Review Please Comment Please Reply Please Recycle

Could all staff who have not paid for the Xmas in July Party please do so by Friday. Those who have not paid by

Friday will not be able to attend the function.

Thankyou

JJ

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Reports

Reports communicate information which has been compiled as a result of research and analysis of data and of

issues. Reports can cover a wide range of topics, but usually focus on transmitting information with a clear

purpose to a specific audience. Good reports are documents that are accurate, objective and complete. They

should also be well-written, clearly structured and expressed in a way that holds the reader's attention and meets

their expectations.

Forms/Records

Many retail organizations have the forms or records listed below:

Safety and security reports

Incident Forms

Point of Sales Forms

Stock Forms

Pay Rolls

The forms are usually templates that need to be filled in. Legibility, accuracy and completeness is critical.

Forms can be used as legal documents and the information contained must be clear and accurate.

Letters

We all write letters from time to time. They're one of the most common forms of written communication.

The mood, tone and language of a letter will affect how well you communicate with your reader or readers.

As with spoken communication, you need to be aware of your reader/s and how they are likely to perceive your

message. Your choice of language should reflect:

a) who they are - their background and education, b) their level of knowledge of the subject

c) their level of interest in the subject, d) their ability to follow what you are writing

If a letter is perceived as too formal, the reader might feel you are putting them down or expressing annoyance.

Too casual, and they might not give your message the importance it deserves.

Writing a Business Letter - Basic Guide

When writing a business letter there is a simple structure and basic guidelines that can be followed. Below is an

example.

Qantas Airways Name of Organisation

Qantas Drive Address of

Mascot, NSW 2020 Organisation

22nd

July 2007 Date

John Smith Name of person the letter is for

Manager KFC Title of person

Dear Sir, Opening salutation

A summary of what the letter is about Body of

The background of the reasons for writing the letter of

Detailed information that is needed the

Any action required letter

Yours Sincerely Closing Salutation

J Bloggs Name of person who sent the letter

J Bloggs Signature

25

Signs

Signs are a common form of written communication we're all familiar with - and they don't even necessarily

have words. Some signs use only images and symbols to communicate their message. Other signs rely solely

on words - with the result that getting the message across is completely dependent on the reader understanding

the language. Still other signs use a combination of words and an image, perhaps to add extra information.

Signs are usually designed to get their message across very quickly and efficiently and many are standardised

within and across industries.

Here are some examples with some general categories we can assign them to:

Sign Type Description Example Sign Type Description Example

Mandatory

Instructions

about what

workers must

do.

Prohibition

Instructions

about what a

workers must

not do.

Restriction

Instructions

about limits to

what workers

can do.

Hazard

Instructions

warning of

specific

hazards.

Danger

Instructions

warning about

potential

hazards.

Emergency

Instructions

about what do

do in specific

emergencies.

Fire

Instructions

about what to

do in the event

of a fire.

Dangerous

Goods

Instructions on

handling or

avoiding

dangerous

materials.

Signs in the workplace should generally be:

• at standing line of sight - lower if designed to be seen while seated

• in a clear space where they are unlikely to be covered

• in a position that's relevant and gives adequate warning, eg. near hazards.

Government legislation may be applicable to signs in your workplace. Make sure you understand those that are

relevant to any signs you are responsible for.

26

Reading written communication

How well we read is vital for effective communication, just as listening is.

As with listening too, we often read what we want, or expect to see, rather than what is actually being said and we

need to be aware that this can interfere with our understanding.

Being a good reader is not purely about understanding the words - we have to really concentrate to read carefully

and thoroughly.

What we understand from our reading can be distorted when we:

• are tired, distracted or just not interested.

• filter what is being said for the information we want.

• let our emotions or being judgemental blur the message.

• perceive conflicting messages.

• are confused by the language being used.

• 'rehearse' or anticipate what the writer is going to say.

• insist on being right!

How we read is also affected by what we are reading, why we are reading it and the conditions under which we are

reading. We might:

• carefully read a favourite book or study materials.

• skim through a magazine for our interest areas.

• quickly scan the TV guide to see what's on.

• vaguely flip through a magazine at the dentist.

The retail industry relies heavily on workplace documents such as invoices, lay-bys, credit slip. These are a few

of the documents that a salesperson may deal with on a daily basis.

These documents, to be effective, must contain a clear message that is easy to understand. To interpret retail

documents you must ensure that you read them correctly.

Whilst reading is an everyday skill, reading documents is something that we often do not do well. How many

times have you skipped through a document and put your name in the wrong place because you did not take the

time to read the document properly, or worse, how many times have you signed a document without reading the

small print?

As an employee it is your responsibility to read documents carefully and complete them accurately. Take care

and double check details to see they are correct before signing off on the document. The best way to become

familiar with retail documentation is to practice filling them in.

Using numbers in the workplace

As part of your role as a salesperson you will also need to perform basic mathematical calculations. Even

though most point of sale equipment tells you how much change you need to give and can calculate mark ups

and mark downs, there still will be times when you will need to calculate things for yourself.

It is necessary to be able to perform these basic operations yourself.

27

Written Communication

Written Communication Exercise.

In the space provided below

1. Draw a small rectangle at the bottom of the page.

2. On top of the rectangle draw a triangle so the triangle hangs over the left edge of the rectangle.

3. Draw a second rectangle about the size of the first and balance it on the point of the triangle so there is more

on one side than the other.

4. On the right side of the last rectangle draw another rectangle with its long side on the last rectangles short

side.

5. On the left side of the balancing rectangle draw another rectangle on an angle so that the corner point of the

rectangle is touching the bottom left hand corner of the balancing rectangle.

28

1) Give two examples of the following forms of written communication:

a) one to one

__________________________________________________________________________________________

__________________________________________________________________________________________

b) one to many

__________________________________________________________________________________________

__________________________________________________________________________________________

c) in groups

__________________________________________________________________________________________

__________________________________________________________________________________________

2) List 4 reasons reading can become distorted.

__________________________________________________________________________________________

__________________________________________________________________________________________

3) Write a simple memo and fax using Microsoft Word Memo Template, (Open a word document, go to file

new, Select Templates on my computer, Select Memos or fax). You will need to print these off and hand them in

for assessment with this booklet.

a) The Memo is to be sent to all staff from the store manager. The memo is to remind staff that there will be a

stop work meeting on Monday at 9am

b) The Fax Memo is to be sent to all staff from the State manager. The memo is to remind staff about the new

promotion for Coke which entitles all customers to a free Coke key-ring with the purchase of a 2L bottle of

Coke.

3) Using the format given to you in your information booklet, write a letter to McDonalds complaining about

the sickness you endured after eating a Big Mac and 6 nuggets for lunch.

5a) Identify what the following signs are communicating to you.

29

5b) Match the Spanish SIGNS with the correct English wording

do not use

extinguishers

no entry no

smoking

do not

extinguish

with water

no

thoroughfare

no

naked

flames

use a mask

use goggles use safety

boots

use protective

shield

use gloves

general

obligation

emergency

exit

emergency

stairs

extinguisher

hydrant fire alarm first aid box

inflammable ionizing

radiations

corrosive

general

danger

high

voltage

explosive

biological

hazard

harmful carburant

30

6) Complete the table

Sign Type Instructions Sign

Mandatory

Instructions about what workers must not do.

Instructions about what to do in specific emergencies

Dangerous Goods

Q7)Fill in the Blanks

a) The retail ________ relies heavily on workplace documents such as _________, lay-bys, credit slip. These

are a few of the documents that a salesperson may deal with on a daily basis.

b) These documents, to be effective, must contain a clear ___________ that is easy to understand.

c) To interpret _______ documents you must ensure that you read them correctly.

d) Whilst __________ is an everyday skill, reading ___________ is something that we often do not do well.

e) How many times have you skipped through a document and put your name in the wrong place because you

did not take the time to read the document ____________, or worse, how many times have you signed on the

bottom line and not _______ what you are signing.

f) As an employee it is your _____________ to read documents carefully and complete them accurately.

g) Take care and double check details to see they are _________ before signing off on the document.

h) The best way to become familiar with retail documentation is to _________ filling them in.

31

Electronic communication

Electronic communication includes:

• Email

• The internet

• Text messaging

Email

The first emails were simple text transmission, used by scientists with linked computers

to keep in touch and share ideas. Now that more computers are linked all over the world,

it's become a medium with advantages over the post and the telephone.

It's important to remember that whatever communication medium we use, if we want to

get our message across we need to consider our readers, their life experiences and the

language they use. On the other hand, when we read an email we should realise that some

people just don't have the time or the experience to put their thoughts down exactly, so

we have to look beyond the words sometimes.

The introduction of e-mail was thought to signal the start of the 'paperless office' but most

of us print out everything we feel is important anyway.

In fact word processing and graphics packages have made us all into competent writers

and publishers and we love to spread our work around - we've never used so much paper!

These days, e-mail can be a bit overwhelming. Most frequent users find their 'Inboxes'

overflowing with 'spam'.

Spam is unsolicited 'junk' email sent to large numbers of people. It's usually to promote

products or services.

Unless you are in a sales or marketing position where you invite contacts, you can be

pretty safe just deleting emails that come from anyone you don't know! Again, you are

well advised to simply delete anything from anyone you don't know - especially if it

contains an attachment. If you use email at work, make sure you understand your

employer's rules on its use

The Internet

The international network of computers (or internet) and e-mail have evolved rapidly in

the last few years. We have a 'world wide web' of 'sites' consisting of one or more 'web

pages', with 'hyperlinks' to other relevant pages ... anywhere.

Search engines enable us to find information about any topic, anywhere in the world, at

any time of the day. They are constantly reading every web page they can find,

cataloguing words, phrases and links. There's such a vast amount of information

available, we have to know how to search for exactly what we want.

The internet has profoundly changed our lives and our societies by allowing a staggering

level of one-way and two-way communication.

Communicating with people from different backgrounds all over the world gives us much

broader insight ... but means we need to be even more careful about what we write and

how we interpret what we read.

32

Text Messaging

Short Message Service (SMS) takes formality and accuracy in

communication to a new low ;-)

It's great for making ad hoc arrangements, getting together for a

drink or asking someone to pick up some groceries on the way

home ...

... but text messages are very unreliable if you really want to communicate:

You can't use more than about 120 characters.

It's difficult and slow to include punctuation.

You don't know if they've received your message.

You can't keep a record of all your messages.

In fact, SMS can be a dangerous form of communication with a lot of scope for

misunderstandings. Unless you know the recipient well, it's probably better to use the

phone for talking to them!

Electronic Communication

1) List the three types of electronic communication

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

2) Give the definition for spam

__________________________________________________________________________________________

__________________________________________________________________________________________

3) Why didn’t emails make offices paperless?

__________________________________________________________________________________________

__________________________________________________________________________________________

True or False

Statement True or False

Communicating with people from different backgrounds all over the world gives us much

broader insight

The international network of computers (or internet) and email have not evolved rapidly in

the last few years

There's such a vast amount of information available, we have to know how to search for

exactly what we want.

The internet has profoundly changed our lives and our societies by allowing a staggering

level of one-way and two-way communication.

You can't keep a record of all your SMS messages

SMS can be a dangerous form of communication with a lot of scope for misunderstandings

SMS is an acronym for Short Message Sounds

33

Process Information

Telephone Techniques

With the changes in today's society telecommunications are becoming a more convenient, simple and cheap

way for people to communicate. It is therefore essential to understand and use telecommunication equipment

such as telephones, fax and emails correctly. By correct use of this equipment you project a good image to the

person on the receiving end. The customer interprets this image as the standard set by the business you are

representing.

As an entry level worker in the retail industry the main form of telecommunication that you will be involved

with is the telephone. Generally the other forms of communication required are more at a managerial level. The

exception of this would be if you were involved in e-tailing or retail selling over the internet.

Essentially in developing correct telephone technique there are a number of things that you can do to prepare

yourself:

1. Know how the telephone system works. There are basic functions that you will need to be able to perform

such as transferring calls, putting clients on hold, using the paging system and perhaps setting up a conference

call.

2. Know your company and it’s telephone policy. Check with your supervisor as to how the phone should be

answered and make sure you know the names and positions of the managers and supervisors. If there isn't a

staff sheet near the phone indicating where staff can be found it may be a suggestion you could make.

3. Answer the phone warmly. Do not be preoccupied or annoyed. Treat people as you wish to be treated.

4. Identify yourself.

5. Be prepared to take a message. Always have a pen and paper ready to take a message. Don't forget to repeat

important information back to the customer to check you have the correct details.

General standard template to answering the telephone: Welcome to Business name this is your name how may I help you?

or

Welcome to Business name this is your name how can I direct your call?

Taking a phone message:

When taking a phone message there are a number of details that are essential to take. These are:

34

Telephone Techniques

1) Complete the script as if you were answering the phone.

It is Tuesday 7th June at 9am and Linda the salesperson for Supply Warehouse has just started work.

Salesperson Good morning, __________________________ ________speaking.

Customer Good morning Linda, This is Mr Clark from Telco trading. Is Mr Smith in?

Salesperson ____________ is on the phone at the moment. Can I take a __________ or would you

like to________ to Mr Wilson our assistant manager.

Customer A message will be fine. Will you please tell Mr Smith my order of torches have arrived

but the batteries that are needed to operate them have not arrived. I have a customer

who is waiting and I need the order urgently. Would he please call me back with a

delivery date as soon as possible.

Salesperson I'm sorry the order was__________ and I'll see that Mr Smith gets the message as soon

as possible. Could I please check a few _______ with you? Mr Clark are you the

manager of Telco Trading and could I please have a ________________.

Customer No, I am the purchasing officer and my contact number is 9636 0915.

Salesperson That was ___________ and you wish __________ to contact you urgently over the

missing batteries from your order.

Customer That's right.

Salesperson ___________ for your call.

2) List the 5 essential things that you can do to prepare yourself for taking phone calls __________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

3) List the 6 details that are essential when taking a phone message.

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

35

4) Taking telephone messages

You arrive at work and find the following messages on the answering machine. Fill in the message slips

provided.

a) "This is John Smith 9222 6868. Could Fred Newling please give me a call as soon as possible regarding

missing stock that Coda Batteries was supposed to deliver last week?"

b)"This is Matthew Findley from ACB Industries. We have just received an invoice from you for something we

have already paid for. Please get your accounts person to ring me as soon as possible to sort this out. My phone

number is 9019 7272."

c) "This is June from Australia Post. Your package for Julie Davis could not be delivered, as the address was

wrong. Please supply us the correct address by 10am if you want it delivered tomorrow or we will bring it back

to you. We will still charge you for the delivery. Phone me on 9304 4545."

d) "A message for Mary Crush. Your appointment with the dentist has been put back until 3pm today instead of

2pm. Please let us know return the call and let the dental secretary Linda know if it is suitable.

Message Slips

Message for ..................................

Date .................... Time ................

WHILE YOU WERE OUT

Mr/Mrs/Ms .........................................

Of ...................................................

Phone ................................................

Telephoned

Will call again

Please call back

Wants to see you

Called to see you

Message ............................................

.........................................................

.........................................................

Message for ..................................

Date .................... Time ................

WHILE YOU WERE OUT

Mr/Mrs/Ms .........................................

Of ...................................................

Phone ................................................

Telephoned

Will call again

Please call back

Wants to see you

Called to see you

Message ............................................

.........................................................

.........................................................

Message for ..................................

Date .................... Time ................

WHILE YOU WERE OUT

Mr/Mrs/Ms .........................................

Of ...................................................

Phone ................................................

Telephoned

Will call again

Please call back

Wants to see you

Called to see you

Message ............................................

.........................................................

.........................................................

Message for ..................................

Date .................... Time ................

WHILE YOU WERE OUT

Mr/Mrs/Ms .........................................

Of ...................................................

Phone ................................................

Telephoned

Will call again

Please call back

Wants to see you

Called to see you

Message ............................................

.........................................................

.........................................................

36

Team Work

Working in Groups

In the retail environment, group work is an important power of communication and can be used in:

• meetings

• presentations

• conferences.

A work team is a group of people, who have different knowledge and skills, that work together to achieve

common goals.

Each person in the team is responsible for their own important role in achieving team success.

There are a number of important features that are required in order for a group to work effectively including:

1) The group’s ability to work together

2) A clear understanding of the group’s goals and objectives

3) Clearly defined procedures and policies

4) Positive monitoring and review processes

For a group to work successfully:

• It’s goals must be clear and understood by all members.

• Each member's role should be more or less equal.

• Communication between members should be open and clear.

• Members need to all have a positive attitude.

• Any conflict within the team must be managed.

• Ideas should be examined critically, not the individuals who thought of them.

• Timelines and standards should be set and monitored.

• Agreed outcomes need to be delivered.

Groups work best when all the members are committed to the goal and contribute with:

• tolerance

• honesty

• commitment

• dedication

• flexibility.

Members of effective groups:

• contribute to, and buy into, the team's overall goals

• accept their role and work to the best of their ability

• rely on and cooperate with each other to contribute to team goals.

As a good group member, you should:

• help other team members and ask for assistance when you need it

• be willing to learn new skills and improve old ones

• use and develop your communication and interpersonal skills

• pass on your skills and knowledge to other team members

• be flexible when other team members are busy and need help

• be honest and build the trust of other team members

• be committed to the goals and objectives of the team.

37

Team Work

Working in groups

1) Describe what a work team is.

_____________________________________________________________________

_____________________________________________________________________

2) List 3 examples of where group work is common in the workplace.

_____________________________________________________________________

_____________________________________________________________________

3) Circle important features that are required in order for a group to work effectively.

The group’s ability to work together

Not accepting other people’s ideas and thoughts

A clear understanding of the group’s goals and objectives

Not understanding of the group’s goals and objectives

Undefined procedures and policies

Negative feedback

Constant conflict in the workplace

Clearly defined procedures and policies

Positive monitoring and review processes

4) List 4 features that enable a group to work effectively.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

5) Why is it important for team members to work towards a common goal with tolerance and flexibility?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

6) Circle the following statements that are vital to being a good group member:

Help other team members and ask for assistance when you need it

Dishonesty and mistrust of other team members

Be willing to learn new skills and improve old ones

Keeping your skills and knowledge to yourself

Arguing with others

Use and develop your communication and interpersonal skills

Show no commitment to achieving team goals

Pass on your skills and knowledge to other team members

Be flexible when other team members are busy and need help

Be honest and build the trust of other team members

Refuse to help other team members when required

Be committed to the goals and objectives of the team

38

Identifying and Coping with Workplace Conflict

Disagreement is healthy - trying to explain and understand different points of view is how we learn and grow

and reach our fullest potential, both individually and as a team.

However, there is a risk of negative conflict developing if someone appears to be frustrating the achievement of

individual or team goals. Have you ever been in a situation where somebody was upset with you and you didn't

even know about it?

Identifying signs of conflict is a skill that benefits customer relations, staff morale and performance. Conflict is

not always verbal and can manifest in several ways including:

Lateness Terse responses to

staff members

Negativity to

customers and staff

Poor treatment of

customers

Arguments

Excessive time off Impatience Frustration

Refusal to assist

colleagues

Declined work

performances

Refusal to

participate in team

activities

Failure to complete

tasks

Emotions can help to let us know that we need to deal with a problem, but strong negative emotions are never

appropriate in the workplace.

Conflict is often caused by a person feeling emotional about an issue - it's usually negative emotion and shows

as anger, fear or frustration. But emotion can also indicate conflict when people behave in a negative way.

People in conflict can:

become difficult or irritable

become quiet or uncooperative

lose confidence and find it difficult to make decisions

become demanding and self-righteous.

The pattern of conflict development can usually be divided up into the following stages:

1. Beginning We begin to have vague feelings of tension and frustration concerning the situation we are in.

2. Realisation We start to realise we're in a conflict and to ask ourselves 'why' and 'what'. At this stage we are

usually concerned with our needs and security rather than the other party's and we try to work out

the nature of the conflict.

3. Flashpoint In this stage we're often involved in recriminations against our 'adversaries'. We may use

emotional threats and display, as well as physical or material actions, like withdrawing goods or

services. We may also distort the conflict by downplaying, concealing or exaggerating it.

4. Strategy At this stage we tend to be a bit irrational or out of control and can therefore tend to choose our

strategies without regard to their consequences.

5. Outcome At this stage we are left with the consequences of what has happened, which may be for good or

bad.

39

Coping with Workplace Conflict

1) Complete the sentences to do with Identifying and Coping with Workplace Conflict

a) Disagreement is ________ - trying to explain and understand __________ points of view is how we learn and

grow and reach our fullest potential, both individually and as a _____.

b) However, there is a risk of negative _________ developing if someone appears to be frustrating the

achievement of individual or team _______.

c) Have you ever been in a situation where somebody was ______ with you and you didn't even know about it?

d) Identifying signs of conflict is a skill that ________, customer relations, staff morale and __________.

2) Complete the Table to do with conflict development

1. Beginning

2. We start to realise we're in a conflict and to ask ourselves 'why' and 'what'. At this stage we are

usually concerned with our needs and security rather than the other party's and we try to work out

the nature of the conflict.

3. Flashpoint

4. Strategy

5. At this stage we are left with the consequences of what has happened, which may be for good or

bad.

3) Circle the signs of conflict manifestation?

Lateness Terse responses to

staff members

Arguments Poor treatment of

customers

Arriving Early

Excessive time off Patient and tolerant Politeness to

customers

Assisting colleagues Improved work

performances

Refusal to

participate in team

activities

Failure to complete

tasks

40

Responding to Conflict

We all respond differently to conflict - some of us try desperately to avoid it, while others may enjoy winning

arguments!

Response types all have their uses and down sides, and can generally be described as either:

Competing - trying to win at all

costs

This is sometimes useful when:

• quick, decisive action is vital, eg. in emergencies

• management must resolve unpopular issues

• dealing with people who take unfair advantage.

Avoiding - hoping that it will

just go away

Even this can be useful if:

• an issue is trivial or of only passing importance

• other, more important issues are pressing

• there's no chance of a better outcome

• confrontation might cause too much damage

• it reduces tensions enough to regain perspective

• a delay might improve the situation.

Accommodating - it doesn't

matter as long as the other feels

happy

Often useful in cases where we:

• are wrong and might get a better solution

• might prove that we are reasonable

• might learn something new

• see that the issue is far more important to others

• might satisfy others' needs with a goodwill gesture

• can build credit for more important issues

• might damage our cause by more argument

• especially need to avoid disruption

• are out-matched and losing the argument!

Collaborating - to achieve a win

for all

A great way to:

• avoid compromising other important concerns

• learn, for example by testing all assumptions

• merge different perspectives on a problem

• gain commitment to a consensual decision

• improve feelings in a damaged relationship.

Compromising - a partial win

where no one is really satisfied.

Might be helpful to:

• avoid the disruption that harshness can cause

• manage two opponents with different goals

• find a temporary solution to a complex issue

• achieve a quick solution before a deadline

• use when collaboration or competition fails.

41

Responding to Conflict

1) True or False

Statement True or False

Dealing with people who take unfair advantage is a typical competing response

Accommodating is a response to conflict.

Confrontation is a response to conflict.

Collaborating is a great response to conflict in which nobody wins.

Hoping for the conflict to go away is called the Avoiding response.

2) Give 2 examples for each type of response to conflict

Competing _________________________________________________________

_________________________________________________________

Avoiding _________________________________________________________

_________________________________________________________

Accommodating _________________________________________________________

_________________________________________________________

Collaborating _________________________________________________________

_________________________________________________________

Compromising _________________________________________________________

_________________________________________________________

42

Resolving Conflict Conflict in a team should be resolved as soon as possible to avoid building up resentment. If we can't manage

conflict effectively, it can break down working relationships.

The first step in dealing with negative emotions is to look at what caused the conflict - the trigger.

1) Identify exactly what is in dispute and who is disputing it.

2) Select the most appropriate method to try to find a solution, taking one issue at a time.

3) Instead of fighting for your own way, start from the team's goals and concentrate on the best way to get there.

This way, there are no winners or losers - just joint problem solvers.

When you deal with conflict, practice considering and using:

Timing Choose the right moment. Don't confront people when they are preoccupied, busy,

stressed or emotional.

Tone Pitch, volume, and modulation can be tricky in face to face conflict. Match the tone to the

situation - not too aggressive or weak, too blaming or patronising.

Message Choose your words carefully even if you have to go away and think about it. Bear in mind

all we've covered in previous Units.

Issue Try to find out if you differ in your ideas on the issue itself. Be open to the possibility that

you might be at cross-purposes.

Facts Make sure you have the facts, and all the facts, before you attempt to deal with conflict.

This helps ensure fairness and trust.

Big picture Are outside influences, background or invisible factors involved? Sometimes it's

necessary to look beyond what is obvious.

Communication Are you talking different languages? A simple misunderstanding might be what's causing

the conflict. Finding out where the other person is coming from can provide ninety per

cent of the solution.

Relationship Differences in peoples' personal style or dislike of their roles might be causing the

conflict, rather than the issue itself.

Perception Do you have different views of the world? Working from different assumptions or just

having different values can cloud issues.

Emotions Some people are more emotional. Try to be aware of them and communicate in a safe and

effective way. When your emotions get the way, try:

• counting to ten

• taking a few deep breaths

• leaving the room for a few minutes

• going for a walk to think

• sharing your emotions.

Always try to step outside the conflict and use logic to find points of contact rather than points of difference.

Good teams need to be honest and have open communication channels. Conflict is an inevitable part of

teamwork, but to be able to identify the signs of conflict early before they can impact on the workplace is

essential to a happy workplace.

43

Signs of conflict can include.

Poor work habits

Lateness of staff members

Poor attitudes towards customers

High absentee rates in staff

General staff negativity

Most conflicts can be solved with little fuss. If left they can be very damaging.

A simple strategy

1. Identify the problem early.

2. Determine how the problem will affect the team members.

3. Break the problem down into issues that can be dealt with as single issues.

4. Make sure you are empathetic when listening to the team members opinion.

5. Be impartial.

6. Discuss the solution(s) with the people involved.

7. Implement and review the solution(s).

Negotiation Skills Negotiating is the process of influencing behaviour or changing a relationship.

Negotiation is a communication tool that offers all parties involved the opportunity to solve or resolve a conflict

to the benefit of everyone.

A win / win solution creates an environment of respect or honesty. Good communication skills are essential for

a negotiation to be successful.

Following is a model, which will lead to successful negotiating.

1) Understand what you want to negotiate and what you expect to achieve before you begin negotiating.

2) Know your facts and research the issues before you start.

3) Create a positive and open environment.

4) Use the negotiation process to achieve what you want and use the cooperation of others without the loss

of their self esteem.

5) Focus on the issues and refrain personally attacking anyone.

6) Respect the opinions and ideas of all involved.

Using these communication skills will help you to avoid or minimize conflict situations as well as resolving

incidents quickly. When negotiating, defined policies and procedures of your workplace must be followed at all

times.

Negotiation Skills 1) What is negotiation?

__________________________________________________________________________________________

2) Why is negotiation used as a communication tool?

__________________________________________________________________________________________

3) List the 6 steps which will lead to successful negotiating.

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

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44

Resolving Conflict

1) Complete the Table

Timing Choose the right moment. Don't confront people when they are preoccupied,

busy, stressed or emotional.

Tone

Message Choose your words carefully even if you have to go away and think about it.

Bear in mind all we've covered in previous Units.

Issue

Facts Make sure you have the facts, and all the facts, before you attempt to deal

with conflict. This helps ensure fairness and trust.

Big picture Are outside influences, background or invisible factors involved? Sometimes

it's necessary to look beyond what is obvious.

Communication

Relationship

Perception Do you have different views of the world? Working from different

assumptions or just having different values can cloud issues.

Emotions

2) List the 3 steps that should be followed in order to resolve conflict as soon as possible and avoid

resentment.

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3) List the 7 steps for solving workplace conflict.

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