Work effectively with others

Question 1

What is verbal communication

Answer 1

Use of spoken words e.g., ordering a drink at the bar or making a reservation over the phone.

Question 2

What is non-verbal communication

Answer 2

Does not use words but instead conveys a message using gestures, body language, facial expressions, symbols, and eye contact.

Question 3

What is written communication

Answer 3

Written communicate is used in the form of menus, customer orders, manuals and policies, checklists, and forms. Spelling and grammar are important as well as legible handwriting.

Question 4

Essential skills for effective and active listening include:

Answer 4

o Be prepared to listen.
o Keep an open mind and concentrate on the main direction of the speaker’s message.
o Be objective.
o Don’t try to think of your next question while the other person is giving information.
o Remove barriers that will prevent listening from occurring, such as noise, distractions, preconceived ideas, and stereotyping.
o Remove barriers that will prevent listening from occurring, such as noise, distractions, preconceived ideas, and stereotyping.

Question 5

Effective questioning is also an essential skill as questioning can be used to:

Answer 5

o Obtain information.
o Start a conversation.
o Draw someone into a conversation.
o Seek support or agreement.

Question 6

Barriers to effective communication:

Answer 6

• Noise
• Use of inappropriate language or jargon
• Bias and stereotyping
• Cultural differences
• Lack of empathy
• Negative subtext
• Emotions
• Pressure of time

Question 7

Benefits of a workplace diversity

Answer 7

• Improved customer service as a result of a wide range of worker skills.
• Access to a diverse range of customer markets as workers may assist with language barriers and assist with the organisation understanding different markets and catering to their needs.
• The wide talent base is employed at the organisation enabling problems to be solved through multiple perspectives which increases productivity and creativity.

Question 8

A number of strategies may be adopted to achieve effective cross-cultural communication. These may include:

Answer 8

• Be respectful, sensitive, and tolerant of other cultures, religions, other’s values and life choices.
• For workers or customers with limited English, use basic language.
• Seek assistance where appropriate from other colleagues or interpreters.

Question 9

What is aggressive

Answer 9

Are rude and disrespectful and also not interested in other people’s feelings, needs or thoughts.

Question 10

What is assertive

Answer 10

Listen politely and value the feelings, needs and thoughts of others.

Question 11

What is passive

Answer 11

Don’t speak up for themselves and they think that their thoughts, feelings and needs are not important.

Question 12

Causes of misunderstandings and conflict

Answer 12

o Change.
o Implementation of new technologies.
o Interpersonal relationships between workers.
o Different personalities.
o External changes - the economy, GFC.
o Poor communication lines.
o Harassment.
o Lack of clarity
o Team members not carrying their weight

Question 13

Conflict resolution techniques

Answer 13

o Empathise with the other party.
o Time limits may need to be applied so workers remain on track to resolve the problem.
o Seek assistance when problems cannot be resolved effectively.
o Compromise
o Accommodate
o Mediate
o Problem solve
o Negotiate: Discussion aimed at reaching an agreement.

Question 14

What is the conflict resolution process

Answer 14

1. Listen - Listen without interrupting and record visual information.
2. Acknowledge - Acknowledge the customer complaint or concern.
3. Establish the Problem - Identify the nature of the problem and try to confirm all areas of concern.
4. Confirm and Agree on an Acceptable Solution - Identify and agree on an acceptable solution.
5. Take Action - Take action to resolve the complaint to the customer’s satisfaction.
6. Record - Record the complaint by notifying your supervisor or a higher authority.
7. Follow Up - Follow up by completing all necessary documentation and ensuring that the customer is satisfied with the outcome.