1. Workplace Communication
Vocational Education and Training
Training Toolbox Series
ICA11v1.0
Information, Digital Media & Technology
Cert I, II and III
Workplace Communication
Section 2

2. Basic Speaking and Listening Skills
Workplace Communication
Basic Speaking and Listening Skills

3. Table of Contents Workplace Communication
Section 2 – Basic Speaking and Listening Skills
Importance of Speaking Skills Slide - 04
Acceptable Speech Slide - 05
Develop Oral Communication Skills Slide - 06
Speech Habits Slide - 07
Listening Skills  Slide - 08
Questioning Techniques  Slide - 10

4. Importance of Speaking Skills
Workplace Communication
Importance of Speaking Skills
Effective speaking skills help employees:
  Give better presentations
Deal with customers/clients
  Hone their management skills
  Work better with fellow employees
  Effectively develop and present ideas
  Offer constructive criticism
  Accept criticism more objectively

5. Acceptable Speech Workplace Communication
When in the workplace make sure you:
Do not mumble
Speak clearly and at a reasonable volume
Choose the right language
Select your words carefully

6. Develop Oral Communication Skills
Workplace Communication
Develop Oral Communication Skills
Situations in which you will use oral communication skills include:
Dealing with fellow staff employees
Answering questions
Dealing with customers/clients
Responding to phone calls
Dealing with management

7. Right Um Ahh Eh Speech Habits Workplace Communication
Avoid use of filler words or unnecessary words, such as:
“Um…”
  “Ahh…”
  “You know?”
  “Right.”
  “Okay!”
  “Sort of…”
  “Like,”
  “Eh?”
Right Um
Ahh Eh

8. Listening Skills Workplace Communication
There are four types of listening:
  Attentive listening
  Encouraging listening
  Reflecting listening
  Active listening

9. Listening Skills Distractions Workplace Communication
Proper listening skills include avoiding distractions such as:
  Surrounding noise
Surrounding activities
  Personal interruptions
Distractions

10. Questioning Techniques
Workplace Communication
Questioning Techniques
There are three types of questions:
  Closed-ended Questions
Open-ended Questions
  Reflective Questions

11. Questioning Techniques
Workplace Communication
Questioning Techniques
Examples of reflective questions:
  “Do you think that if we choose the colour copier more of the staff would use it?”
  “What are your thoughts on the new company logo?”
  “Are you happy about the article in the newsletter?”
Requires answers based on reflective thought
Examples of closed-ended questions:
  “Is this what is required?”
  “Can you meet the deadline?”
  “Will you need that delivered today?”
Require very quick and short answers
Examples of open-ended questions:
  “Were you going to the staff meeting?”
  “When did you need the documents by?”
  “How do you feel about the terms?”
Require a more extensive answer

12. Workplace Communication
End of Section 2