1. Work Readiness Program
Work Ready Program
Hunter Central Coast Region RTO /02/09

2. Work Readiness Program
Organisation
Module 1 – Qualities the Count
Module 2 – Talk the Talk
Module 3 – The Three Rs

3. Module 2
Talk the Talk

4. Work Readiness Program
Talk the Talk
Communication involves the transfer of information from one party to another. To be successful, both parties must receive and understand the same message.
Hunter Central Coast Region RTO /02/09

5. Communication in the Workplace
 What forms of communication happen in the workplace?

6. Communication in the Workplace
Oral
Communication
Written Communication
Non-Verbal Communication
Conversation
Letter
Body language
Interview
Diary / Workplace Journal
Listening
Telephone
Message / Memo
Signs
Tone of Voice
Facsimile (Fax)
Cues
Appropriate Language
Electronic mail ( )
Symbols/Logos

7. What are the non verbal messages?

8. Looking at clock/watch
Body Language
Activity 1
Positive
Negative
Clapping
Folded arms
Leaning Forward
Looking at clock/watch
Sitting still
Fidgeting
Smiling
Slouching in Chair
Nodding
Hands on Hips
Handshake
Yawning

9. Body Language Body Language Appropriate when Inappropriate when
Activity 2
Body Language
Appropriate when
Inappropriate when
Walking towards someone enthusiastically
know the person and haven’t seen them for a while
you can see they are upset or busy
Smiling
something is funny
you are in trouble
Clenching your fist
Winking
Pointing

10. Verbal Communication
The face shown has a shaded area that indicates the correct place to look at a person for positive eye contact.
Think about where else you might be tempted to look at someone during a conversation.
Looking at someone anywhere outside of the triangular target zone is likely to cause some degree of embarrassment.

11. Verbal Communication Activity 3 Effective language Activity 4
Acceptable language

12. Telephone Communication
MESSAGE: Date: / /
To: __________________________ Time: : am/pm
From: ________________________
Of: __________________________
Telephone No: _________________
 Telephoned  Called to see you  Wants you to phone
 Will call back  Will phone later  Wants to see you
Message: ________________________________________________________
Taken by: __________________________
Activity 5 & 6

13.  Conflict Resolution