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Assessment Task One: Short Answer Questions1.The way you communicate with work colleagues could be verydifferent to the way you communicate with clients.a)Suggest some reasons for communicating to staff members andclients associated with your organisation. (List 3 for each)Reasons for communicating with staff members.1.Communicating with team members helps in improving their effectivenessby acting on given instructions.2.It helps in getting feedback.3.It is an effective way of ensuring there is a good employer-employeerelationship.Reasons for communicating with clients.1.It helps in developing and maintaining client loyalty.2.Communicating with clients helps the organization to be well informed oftheir client needs. This is through feedback.3.Through communication, the organization informs clients of new products,and any other developments which may affect their relationship.b)Describe an instance when using open-ended questions mightbe better than using closed-ended questions. Justify youranswer.When the management of an organization intends to change the existingorganizational structure and they would like to get suggestions from staffmembers on how to go about it. The best way would be to issue questionnairesto the staff requiring them to write down their views, suggestions andrecommendations.This way, the menbers of staff will not be limited to the number of suggestions,views and recommendations. In this situation, open-ended questions are bestsuited because they will give the respondednts trhe freedom to explore al areasof the organization.
1.An example of a conflict of interest exists in the workplace when aworker accepts a monetary bribe from a client for a better service.a)Define the term ‘conflict of interest’ in your own words.It is a situation in which a person tries to do things that are meant for theirpersonal gain while in their official capacity.b)Describe 2 more occasions when a conflict of interest couldoccur in your specific work role1.A driver uses a company vehicle for public transport, especiallyduring the time when they have pending official assignments.2.A manager gets an intern to work on their personal businessesinstead of working for the organization. E.g., when a managerorders an intern to pick her clothes from the dry cleaner insteadof working in the office.2.Working inclusively is one way that employees can ensure they areworking with the needs and objectives of an organization in mind.1.Describe your understanding of ‘inclusive practice.’Inclusive practice is the process in which the management ensures that theiremployees are comfortable at the workplace by identifying and recognizing theirdifferences and attitudes. It can also be achieved through providing training andlearning opportunities equitably.
2.Provide 3 specific examples of ways that your organization canwork more inclusively in regard to how they communicate withclients.1.Mastering the different channels of communication which work well fordifferent clients. For instance, some clients prefer writtencommunication to phone conversations.2.Respecting clients’ religious beliefs in communication practice.3.For clients with special needs, the organization can introduce braille forthe blind and sign language for the deaf.The link in Activity 3 of your workbook couldbe usefulin helping you to answerthe next two questions.4.Explain why community service organizations should strive toimplement effective communication strategies in theworkplace.(Hint: what are the benefits of effective communication?)1.Effective communication helps in managing diversity in the workplace.With people from different cultures, religion and age groups, effectivecommunication is an effective way of managing the diversity.2.It is important in problem-solving. Whenever there is disagreement inthe workplace, effective communication can be applied. For instance,handling rumours.3.Assume you are working with an Aboriginal client and you areabout to meet in person for the first time. When talking to theclient, describe 5 things you could consider doing to make surethe client feels comfortable and trusting.1.Be courteous. Use respectful language when addressing the client,2.Be a keen listener and ask questions when need be.3.Avoid too much jargon to ensure they fully understand.4.Use body language appropriately.e.g, be jovial and smile.5.Do not ask questions that are too personal to avoid looking intrusive.