BSBXCM501 Slideshow - v1.0 - June 2022

BSBXCM501
Lead communication in the workplace

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Topic 1: Establish communication protocols
BSBXCM501 Lead communication in the workplace © 2020 RTO Works

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• Leaders in the workplace communicate to provide instruction,

encouragement, feedback and a cultural framework for the wider
organisation.
• For simple tasks, you may rely on your inbuilt ability to communicate
effectively. However, as a workplace leader, effort is required to lead
communication.

Topic 1: Insert topic title
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ACTIVITY: DISCUSS
In a group, discuss what workplace communication includes. Think of as many
methods/mediums of communication at work as possible.
Take notes and keep them for future reference.

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Workplace communication, whether it’s internal or external, should never

be one-way. Nowadays, life is characterised by instant, stimulating,
inclusive and sensory-diverse exchanges. As such, it is no surprise that
well-thought through workplace communication protocols are essential to
guide and manage communication.

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ACTIVITY: BRAINSTORM
As part of this topic, you will be required to conduct research and summarise
significant information from a variety of sources. Before we start investigating
communication protocols in more detail, brainstorm different ways you can do
research. Be creative!

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ACTIVITY: RESEARCH
Research what is meant by the term “protocol” to understand what it means, and how it
applies to communication in the workplace.
Share you research with another student and compare your findings.

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COMMUNICATION WITHIN A BIGGER PICTURE
ACTIVITY: REFLECT
Reflect on your own personal and workplace communication.
• Why do you communicate?
• How do you communicate?
• What do you to communicate?

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• To fully understand communication protocols applicable to a specific

organisation, we need to take a step back and look at the bigger
picture.
• The “Golden circle” as originally explained by Simon Sinek (see the
image) is a concept that links why, how and what we do.

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ACTIVITY: READ
Read the sample strategy document:
Website:
https://onstrategyhq.com/wp-content/uploads/2015/06/4.Administration.fullstrategicplan
.06052015.pdf

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ACTIVITY: DISCUSS
Discuss how workplace communication and its related protocols may be guided by the
strategy.

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LEGISLATIVE AND ORGANISATIONAL REQUIREMENTS

Legislation and organisational policies/procedures are put in place to
make sure everyone is as safe as possible and to ensure a successful
outcome for the business or organisation.

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ACTIVITY: RESEARCH
Research legislation relevant to your workplace or industry of interest (such as mining,
manufacturing, transport, building, education or health) that addresses associated with
communication.

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ACTIVITY: DISCUSS
Work in small groups and choose two of the legislation listed in the activity above.
Discuss how the legislation applies to communication.
Present your findings to the larger group.

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LEGISLATIVE AND ORGANISATIONAL REQUIREMENTS

Failure to conform to these legislated obligations can lead to warnings,
fines or more serious action for continued or intentional and deliberate
fraudulent record keeping such as imprisonment. It can also involve
negative media publicity.

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ACTIVITY: PRACTICAL
Explore a few of the policies on the website below and then answer the questions.
Website: https://www.csusb.edu/policies
1. Choose one policy related to communication from the website and read it.
2. How do you think policies and procedures can be used to understand
communication?

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BEST PRACTICE
Organisations should frequently consider and review the best workplace
communication practices relevant to their industry. This is particularly
necessary considering how quickly the use of technology is evolving.

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ACTIVITY: EXPLORE
Explore the ISO standards website:
Website: https://www.iso.org/standards.html

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ACTIVITY: DISCUSS
After exploring the website, work in small groups to:
1. outline what ISO standards are
2. establish how they can be used in the workplace to define communication protocols
3. identify any ISO standards relevant to communication as part of your studies,
workplace or industry of interest.

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In a group, brainstorm examples how legislative requirements in different jurisdictions
(e.g. data privacy laws) may impact the validity of communication best practices.

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CODE OF CONDUCT
A code of conduct addresses legislation, policies and procedures and
best practice to outline required behaviour.

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ACTIVITY: READ
Read the articles to understand how codes of conduct relate to the workplace and
communication.
Article 1: https://www.betterteam.com/code-of-ethics-and-professional-conduct
Article 2: https://www.iabc.com/about-us/purpose/code-of-ethics/

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ACTIVITY: REFLECT
After reading the articles, reflect on:
• How are the values (described in the code of conduct examples) modelled by
leaders you know (e.g. political or workplace leaders)?
• Which values do you feel strongly about?

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ACTIVITY: READ
Read the article outlining a Caltex franchise’s problems associated with failed record
keeping.
Article:
https://www.smartcompany.com.au/business-advice/legal/caltex-franchise-fined-nearly-
100000-by-watchdog-for-poor-record-keeping/

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ACTIVITY: PRACTICAL
Once you’ve read the article, answer the questions below.
1. How did the Caltex franchise fail to adhere to legal, organisational and best practice
requirements?
2. Who was responsible for the failure?
3. What was the consequence of their failure?

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ESTABLISHING INFORMATION REQUIREMENTS

Once legislative, organisation and best practice requirements have been
established, use them to consider the internal and external information
needs relevant to your particular workplace.

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ACTIVITY: REFLECT
Which technique do you feel most comfortable with?

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ACTIVITY: RESEARCH AND DISCUSS

For this activity, work in a small group to research either internal OR external
communication needs. In your research:
• list and explain communication needs applicable to most organisations (i.e. general
needs)
• list and explain communication needs that are industry specific.
Present your findings to a larger group (also share your notes with them in an
appropriate format such as email attachment or shared online folder).

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ACTIVITY: READ
Read the article below about a communication solution for Hoyts cinemas.
Article: https://en-gb.workplace.com/case-studies/hoyts

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ACTIVITY: PRACTICAL
Use the information from the article you’ve just read (and if applicable do further
research) to answer the following questions:
1. List at least five internal and external information needs Hoyts may have.
2. Which needs does the communication solution developed by Hoyts address?
3. What legislation is relevant to the information needs and solution?

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DEVELOPING COMMUNICATION PROTOCOLS

Communication protocols can either be related to the broader
organisational communication roles of responsibility, or specific to values,
policy and procedure.

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BROADER ORGANISATIONAL COMMUNICATION PROTOCOL
ACTIVITY: READ
Read the articles below about building a companywide communication protocol.
Article 1:
https://www.dummies.com/business/human-resources/employee-engagement/build-a-c
ompany-wide-communication-protocol/
Article 2:
https://employeeengagement.com/wp-content/uploads/2014/01/CommunicationProtoc
olOverview.pdf

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ACTIVITY: REFLECT
How does this article support what you’ve learnt in this course so far?

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SPECIFIC COMMUNICATION PROTOCOLS

• Many organisations have non-negotiable requirements that apply to
internal and/or workplace communications.
• Failure to adhere to workplace protocols can result in the need to be
re-trained, the issuing of warnings or another disciplinary action such
as removal of certain responsibilities.

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In a group, brainstorm more examples of protocols related to the workplace (both
general and industry specific). Include digital requirements as well as non-digital
requirements.
Your trainer will facilitate a group discussion to create a comprehensive list of
examples.

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ACTIVITY: PRACTICAL
Work together in small groups. Consider the article outlining the communication
solution for Hoyts (https://en-gb.workplace.com/case-studies/hoyts):
1. Follow a process to allocate responsibilities for standard communication within
Hoyts (i.e. create a company-wide communication protocol for Hoyts).
2. Which specific protocols may be applicable as part of the communication solution?
3. Do any relevant research and develop one of the protocols you identified in
question 2.

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ADAPTING COMMUNICATION PROTOCOLS

• Different backgrounds, needs, values etc. of an audience impact how
communication is received.
• In some instances, communication protocols must be adapted to suit
the context of its application.

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ACTIVITY: READ
Read the articles below about disability protocol requirements and cross-cultural
protocol.
Article 1:
https://www.servicesaustralia.gov.au/organisations/about-us/corporate-publications-an
d-resources/protocol-engaging-people-disability
Article 2: https://www.qld.gov.au/disability/community/communicating
Article 3:
https://www.supportingcarers.snaicc.org.au/connecting-to-culture/cultural-protocols/

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ACTIVITY: READ
Once you have an understanding of the key principles related to cross cultural and
disability communication requirements, take a look at the communication policy
example:
Article:
https://dlb.sa.edu.au/tsftfmoodle/pluginfile.php/922/mod_imscp/content /1/shared/resou
rces/manual/workplace_comm.htm

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ACTIVITY: DISCUSS
Base this discussion on the policy/procedure/protocol you’ve just read. In a group,
discuss:
1. How the protocol already addresses cultural and disability requirements.
2. How the protocol can be adapted to further address cultural and/or disability
requirements.

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ACTIVITY: PRACTICAL
Consider the group discussion you’ve just had and adapt the policy.
Share you work with a partner for comparison.

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Consider what you’ve learnt about adapting communication protocols to meet cross-
cultural and disability needs.
For each type of communication protocol and their related examples (look back to
table 2), brainstorm how each protocol may need to be adapted.
Your trainer will facilitate a group discussion to create a comprehensive list of
examples.

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SUPPORTING AND IMPLEMENTING COMMUNICATION PROTOCOL
ACTIVITY: REFLECT
Reflect on the quote:
“A good example is twice the value of good advice” (Albert Schweitzer).
How does this quote apply to leaders as they support and implement communication
protocol?

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ACTIVITY: READ
Read the article about implementing codes of conduct:
Article:
https://www.business.qld.gov.au/running-business/employing/taking-on-staff/staff-code-
conduct/implementing

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ADAPTING COMMUNICATION PROTOCOLS

• To successfully implement and support communication protocols,
employees need to understand and accept the code.
• Remember that communication is a two-way process and staff should
acknowledge receipt and understanding of the protocol. They should
also be given the opportunity to clarify and ask questions.

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Work in a small group to creatively identify other ways to support and implement
communication protocol. Consider both digital and non-digital alternatives.
Your trainer will facilitate a groups discussion to consolidate your findings.

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ACTIVITY: PRACTICAL
Consider the previous practical activity where you adapted a communication
policy/procedures/protocol document to include cross-cultural and disability
requirements.
Prepare at least one workplace material (e.g. intranet post) to support and implement
the changes you made.

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Topic 2: Engage in communication

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A great manager, supervisor or team leader is someone who not only

possesses knowledge, but is able to share that knowledge effectively and
appropriately.

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PRINCIPLES OF COMMUNICATION
ACTIVITY: REFLECT
Think about a time when a leader assigned a task to you that was unclear, as well a
time when a leader assigned a task to you that was clear.

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PRINCIPLES OF COMMUNICATION
• The way you communicate is a prime determinant of how you are
regarded by others in the workplace.
• Leaders who are respectful, inclusive and honest in their
communication develop a strong and positive relationship with people.

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COMMUNICATION STYLES
ACTIVITY: READ
Read the article on communication styles:
Article:
https://www.forbes.com/sites/markmurphy/2015/08/06/which-of-these-4-communication
-styles-are-you/?sh=48d5e7913adb

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ACTIVITY: REFLECT
What is your communication style? Have you ever experienced difficulty
communicating in a workplace or community setting?

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COMMUNICATION STYLES
While everyone is different and will communicate in a way that reflects
their personality and leadership style, as a workplace leader, you may
need to adapt your communication style as you interact with a variety of
audiences.

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ACTIVITY: WATCH
Watch the video on adapting communication styles.
Video: https://www.youtube.com/watch?v=TAi15RPlTa8&feature=emb_logo (02:08)

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INFLUENCING OTHERS
The communication style you adopt and the values you role model will
determine how successful you are in influencing others.

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ACTIVITY: DISCUSS
Discuss the statement:
“Influence is more than good communication.”

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INFLUENCING OTHERS
• You can communicate without influencing, but you cannot influence
without communicating.
• As a leader you will be required to negotiate as you seek to influence
and then implement the outcomes of your negotiation using
appropriate protocol and methods.

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ACTIVITY: REFLECT
What do you think of when you hear the word “negotiation”?

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ACTIVITY: WATCH
Watch the video showing a negotiation scene:
Video: https://www.youtube.com/watch?v=0CdixDzE7I0 (01:00)

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ACTIVITY: DISCUSS
As a group, discuss how the video you’ve just watched is similar AND dissimilar to
workplace negotiation.

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ACTIVITY: READ
Read the articles on negotiation skills and techniques:
Article 1: https://www.skillsyouneed.com/ips/negotiation.html
Article 2:
https://www.pon.harvard.edu/daily/negotiation-skills-daily/top-10-negotiation-skills/

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ACTIVITY: ROLE PLAY

Participate in a simulated workplace scenario where you demonstrate negotiation
skills.

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RESPECTFUL COMMUNICATION
• Irrespective of what we say, how we say it matters greatly.
• Communication can either be verbal or non-verbal. A respectful
approach to communication considers both.

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ACTIVITY: DISCUSS
Work in small groups to discuss how the words listed relate to respectful
communication (if necessary, search up definitions of the words).

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ACTIVITY: DISCUSS
In small groups, brainstorm ways in which non-verbal communication can be used to
support respectful communication practices.

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ACTIVITY: REFLECT
Cultural differences may impact how respect is portrayed or interpreted. Have you had
any cultural experiences where the understanding of respect differs between the
various people interacting with one another?

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COMMUNICATION CHALLENGES
As you communicate at work, you are bound to face challenges. After all
– we’re all different. Challenges may be due to:
• differing perspectives
• conflict
• barriers to understanding.

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DIFFERING PERSPECTIVES
Think back to topic 1 – we’ve already explored a few basic principles
related to cross-cultural workplace communication. Let’s now look at a
few examples of cross-cultural differences you may experience as a
workplace leader.

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ACTIVITY: READ
Read the article describing situations where cultural differences occur as part of
workplace leadership.
Article: https://www.berlitz.com/blog/examples-of-cultural-differences-in-communication

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ACTIVITY: REFLECT
Have you experienced any cultural differences in the way you communicate at work?

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DIFFERING PERSPECTIVES
• Every person has their own way of looking at things. Even when we
speak the same language, we can misunderstand each other and
conflict may arise.
• The good news is that differing perspectives may be beneficial. In fact,
different perspectives result in improved problem solving and decision-
making at work and is key for successful innovation.

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BARRIERS TO UNDERSTANDING
• We can be better leaders by anticipating barriers.
• Communication barriers are anything that hinders the two-way process
of communication.

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ACTIVITY: WATCH
Watch the following video that outlines barriers to workplace communication:
Video: https://www.youtube.com/watch?v=slq1nAhZuqE&feature=youtu.be (03:02)

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• Common communication barriers:
• General noise in the area
• Unacceptable or non-preferred means of communication
• Complex procedures inherent in the process
• Individual characteristics or personality traits
• Physical barriers
AND …

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• Differences in internal status
• Gender and/or age prejudice
• The mental state or mood of a person
• Poor timing
• Information excess
• Language difficulties.

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CONFLICT MANAGEMENT
• Differing perspectives and barriers to understanding may both result in
conflict, if they are not anticipated and managed.
• Conflict may occur internally (for example at a staff meeting) or
externally (for example during negotiations with trade unions).

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ACTIVITY: READ
For more information on conflict resolution, read the article below:
Article:
https://thedigitalprojectmanager.com/12-conflict-resolution-techniques-workplace/

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ACTIVITY: PRACTICAL
Work in small groups to practise communicating complex issues. Each student in the
group should have a turn to role-play one of the two scenarios (with other group
members playing the role of the audience).

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Topic 3: Review communication

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“No matter how good you think you are as a leader, my goodness, the people around
you will have all kinds of ideas for how you can get better. So for me, the most
fundamental thing about leadership is to have the humility to continue to get feedback
and to try to get better – because your job is to try to help everybody else get better”
(Jim Yong Kim).

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FEEDBACK
ACTIVITY: REFLECT
How important is feedback to you?

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FEEDBACK
• Workplaces need timely, accurate and constructive feedback to
succeed. Providing or seeking feedback sounds simple in theory but
can be complex in practice.
• It’s important to be proactive in seeking feedback and intentional in
asking for it.
• Remember to consider all parties involved in the communication
process when seeking feedback.

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SEEKING FEEDBACK
In a group, brainstorm ways to seek feedback from a variety of sources regarding
communication and negotiation in the workplace.
Your trainer will facilitate a discussion to create a complete list of ways to seek
feedback. Take notes and keep them for future reference.

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ACTIVITY: DISCUSS
Why do you think leaders sometimes struggle to get clear, direct feedback from their
employees?
What strategies can they use to get better and more frequent feedback?

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ACTIVITY: READ
Read the article about seeking constructive feedback:
Article:
https://www.worklogic.com.au/whistleblower-reporting-service/seeking-constructive-fee
dback-from-within-your-organisation/
As you read, make notes on:

• dangers to avoid
• helpful ideas
• practices you can incorporate in your workplace.

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PROVIDING FEEDBACK
Leaders should observe the following when providing feedback:
• give it often
• give feedback as close as possible to the action that gave rise to it
• focus on facts and specific action or incidents
• be sensitive but truthful
• praise in public, criticise in private

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ACTIVITY: RESEARCH AND DISCUSS

At times, you may be required to address inappropriate or unethical communication.
Research examples of what this may look like in the workplace.
Your trainer will facilitate a group discussion to summarise your findings.

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MENTORING AND SUPPORT

• In addition to regular feedback, provide mentoring to assist others in
achieving communication goals.
• Mentoring is a voluntary relationship between a more
experienced/knowledgeable person to a less knowledgeable person
formed to provide guidance.

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ACTIVITY: REFLECT
Do you have a mentor or have you ever mentored someone else?

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ACTIVITY: READ
Read the article on mentoring:
Article: https://www.skillsyouneed.com/learn/mentoring.html

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ACTIVITY: DISCUSS
After reading the article, discuss:
• what is mentoring in a workplace context?
• who needs mentoring?
• how can mentoring help achieve communication goals?

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PROCESS IMPROVEMENT
• Communication is a skill and can be learnt and improved upon.
• In fact, communication is so important, it’s been considered as one of
the top skills required for future employability.

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ACTIVITY: REFLECT
How will your attitude help or hinder you in identifying opportunities for improvement?

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PROCESS IMPROVEMENT
Once you have identified opportunities for improvement you need to
incorporate them into future communication processes.

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At times, process improvement is required to address and mitigate risk. Think about
the challenges associated with communication and brainstorm potential risks and
safety hazards associated with a communication process.

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ACTIVITY: PRACTICAL
Think back to what you read about Hoyt’s communication improvement at the end of
topic 1 (https://en-gb.workplace.com/case-studies/hoyts).
1. What action did Hoyt management take in response to problems associated with
their communication?
2. How might feedback have played a role in their process improvement approach to
communication?

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ACTIVITY: READ
Read the article about FedEx’s approach to communication:
Article:
https://www.provokemedia.com/latest/article/absolutely-positively-delivering-a-new-fed
ex-
Take notes if required. You will be using what you’ve read to perform a role-play in the
next activity.

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ACTIVITY: DEVELOP
For this activity, use the FedEx case study you’ve just read.
Undertake the tasks provided.


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BSBXCM501

Lead communication in the workplace

Topic 1: Establish communication protocols

BSBXCM501 Lead communication in the workplace © 2020 RTO Works

• Leaders in the workplace communicate to provide instruction,

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Workplace communication, whether it’s internal or external, should never

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

COMMUNICATION WITHIN A BIGGER PICTURE

Topic 1: Establish communication protocols

• To fully understand communication protocols applicable to a specific

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

LEGISLATIVE AND ORGANISATIONAL REQUIREMENTS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

LEGISLATIVE AND ORGANISATIONAL REQUIREMENTS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

ESTABLISHING INFORMATION REQUIREMENTS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

ACTIVITY: RESEARCH AND DISCUSS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

DEVELOPING COMMUNICATION PROTOCOLS

Topic 1: Establish communication protocols

BROADER ORGANISATIONAL COMMUNICATION PROTOCOL

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

SPECIFIC COMMUNICATION PROTOCOLS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

ADAPTING COMMUNICATION PROTOCOLS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

SUPPORTING AND IMPLEMENTING COMMUNICATION PROTOCOL

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols

ADAPTING COMMUNICATION PROTOCOLS

Topic 1: Establish communication protocols

Topic 1: Establish communication protocols