Country : Australia
Assignment Task :

CPW3 Purpose

On successful completion of this Module you should have developed the skills and knowledge required to communicate in the workplace. This unit covers gathering, conveying and receiving information, together with completing routine written correspondence. Specifically you will:

  • gather, convey and receive information and ideas

  • complete workplace documentation and correspondence

  • communicate in a way that responds positively to individual differences

 

The Communication Process

Effective communication directly relates to the success of a 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 a 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 eg noise, the way the message is decoded

 

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  • Posted on : September 23rd, 2018
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