CRICOS 00111DTOID 3069

The Path to Success in the Australian Workplace

Swinburne Centre for Career Development

Why is it important that you understand business culture?

Communication

Activity

Active Listening

Good and bad phrases

Good and bad phrases How do you feel?

NegativePessimisticNo worthySituation can not be changedTime consumingRejection

PositiveOptimisticValuedRoom for innovationImprovementSupportive

It won’t work What can we do to make it work

That is the most stupid idea Let’s sit down and work out the details.

Maybe next time we’ll try that your way; this time we’ll do it my way.

Tell me more. I never considered it from that point of view before.

Don’t rock the boat. Changes and improvements such as these might help.

Are you really serious? Let’s focus on the problem.

Good and bad phrases How to sound better?

Steps to Effective Questioning

Know the whyHow you ask is importantOne idea per question

Be direct and clear

Listen not just hear

Do not imply the answer

1

Telephone SkillsBefore picking up…

Quality toneBody language & position Energy level

Pause Smile Answer

Greeting• Good morning• Thanks for calling

Introduce

• This is [department] of [company]• My name is …• Is … speaking

Offer of help

• What can I help you with?• How can I help you?

Telephone SkillsGreeting…

Telephone SkillsDuring the call…

Using the listening process

Take notes– Name & contact number– Issues or enquires – Solutions & plan

Summarise Clarify Confirm

Telephone SkillsWhat not to say…..

I don't knowWe don'tHe's not hereNot my departmentWho are you?

Effective EmailsSubject lines are headlines Never leave the subject line blank

Make one point per email Clear and Concise Specify the response you want

Prof read before you sent

Body languageWhat do Australians do when meeting in a business setting?

Body language Shake hands at the beginning and end

of a meetingBoth men and women shake hands Personal space – maintain an arms

length distance Eye contact – very important during

meetings and conversations. Its not a sign of disrespect to look someone in the eye

Smile! Tone and volume of speech – speak

slowly, clearly and at a volume where you are clearly heard

Listen carefully

Australian communication stylesScenario 1The manager regularly asks some people to come back from lunch early and always includes you, so you often get a short lunch.

Scenario 2The manager comes to you and announces that you will be involved in 3 new projects which you will need to prioritise. You already have a big workload.

Scenario 3You have recently joined the Australian division of your company. English is your second language. At Friday night drinks everybody is laughing and talking; you find it difficult to join as you don’t quite understand what is being said.

Australian communication styles

PASSIVE COMMUNICATIO

N

YOU win

I am happy to forgo my

rights

AGGRESSIVE COMMUNICATIO

N

I win

My rights are more

important than yours

ASSERTIVE COMMUNICATI

ON

Win / Win

I have rights and others also have

rights

Australian communication stylesScenario 1

Sure, ask me anytime. Why me? Do YOU realise this is the 3rd time this week I’ve had a short lunch! You can get stuffed!Yes, that’s ok today John but going forward, I wonder if we could have a roster to cover peak demand over lunch.

Scenario 3Chill out Georgie? Can’t keep up the pace eh? It’s tough here in the great Aussie office!Looks like you don’t speak-a da English eh Georgie. How’d YOU get a job in Australia ?Slow down guys and give Georgina a chance to join in and have a laugh with us….

Australian communication stylesCasual and informal speech in the workplace

is commonWritten communication still needs to be

professional and formal (careful with your emails!)

Manager’s will often ask staff for their input instead of telling them what to do

Humour is important - Sarcasm is a common form of humour

Leadership

Leadership in Australia

- Managers may not have a separate office- Don’t call them ‘sir’ or ‘madam’ – generally first names- Respect is earned - Communications between staff and management are

open and direct - Managers are usually approachable- Managers often share in a joke, join staff for drinks etc.

Flat organisational structures

Employer expectation

Employer expectations

- Managers expect you to be able to work out for yourself what needs to be done, if not – ask!

- New ideas and creativity are encouraged- Issues or problems are dealt with directly- Show flexibility / can multi task- Team player but can also work independently - Show enthusiasm and are self-motivated- Have appropriate skills for the job

Australians love initiative!

8 key employability skillsIdentified by Australian Government

Teamwork Problem Solving

Initiative & Enterprise

Communication

Planning & Organising

Self-manageme

ntLearning Technology

Transitioning

Making the transition

LearnObserve

ReflectAction

The Centre for Career Development

@swincareers

Swinburne Careers and Employment

Swinburne Centre for Career Development Group

https://swin.careerhub.com.au

Level 1, The George Building Hawthorn Campus

Thank You