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procedures and processes for consultation

LI S T E N I N G A N D C O M M U N I C A T I O N Communication is the process of sharing our ideas, thoughts, and feelings with other people and having those ideas, thoughts, and feelings understood by the people we are talking with. When we communicate we speak, listen, and observe. The way we communicate is a learned style. Listening is obviously about communication and it is a two way process. If we show that we are interested, the person talking to us will probably communicate more effectively. If we communicate more effectively, we can expect others to pay more attention. C O M M U N I C A T I O N P R O C E S S E S In the modern workplace we communicate in various ways. Here are some examples:  Audio-visual media, for example video;  Emails, letters, minutes, memos, reports;  Group and individual meetings;  Interviews;  Newsletters;  Noticeboards;  Photographs, maps and plans; and  Signs, posters and brochures. WH A T A R E T H E B A R R I E R S T O G O O D C O M M U N I C A T I O N ? Often there are barriers to the way we communicate. That is, there are things that get in the way of good communications. Imagine trying to communicate with someone under any (or all!) of the following conditions:  There is a lot of noise in the room  You cannot see the other person because they are in another room  You had a really late night and you’re in a foul mood  The other person had an even worse night and is in an even worse mood  You are not feeling well  The other person doesn’t speak your language  The other person has a mental or physical disability  You want to speak privately but you’re worried others might hear  You are convinced that the other person has no interest in what you have to say HBA Learning Centres Version: 1.00 July 2015 Work Health and Safety Learner Guide Page 103 of 249 Contact: Compliance Manager Uncontrolled Document when Printed  You had a previous (and difficult) discussion with the other person and now you feel uneasy about talking to them again. Clearly there are many possible barriers to good communication. Working as a team involves understanding these barriers and trying to overcome them. P R E S E N T I N G A P O I N T O F V I E W Having a point of view is one thing. But being able to present your point of view is something else. To work well as a team member, it is important to present your point of view. If you cannot say what you think and feel about something, then you cannot expect others in the team to know where you stand. Imagine that your place of work is too crowded and badly organised and that you feel you cannot do your job properly. Your work team has been asked for ideas on how the problem can be solved. Each team member has therefore been asked to present their own point of view. This involves:  Understanding exactly what is required of you;  Knowing your audience – (who are you talking to?);  Knowing what you think and why you think it;  Being able to closely observe your work environment;  Being able to give examples that back up your point of view;  Speaking in a convincing way; and  Keeping your presentation interesting so people don’t get bored and stop listening