The use of active listening 2.2 Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes The use of both open and closed questions 2.3 Use formal feedback and informal feedback to identify and Speaking clearly and concisely implement improvements to products, services, processes or Using appropriate language and tone of voice outcomes for both internal customers and external customers Being attentive 2.4 Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint Maintaining eye contact in face-to-face interactions 2.5 Maintain a positive and co-operative manner The use of appropriate non-verbal communication in interactions, e.g. Body language, attention and personal 2.6 Use non-discriminatory attitudes and language when interacting presentation. with customers, staff and management consistently Language and tone may be related to: Element 3: Work in a team Using simple, concise language that can be easily understood 3.1 Request or provide assistance so that work activities can be by the audience completed appropriate tone, e.g. not patronising, not too loud, not too 3.2 Provide support to colleagues to ensure achievement of team soft, not yelling, not angry, etc. goals Conflicts may include: 3.3 Discuss and resolve problems through agreed and/or accepted processes conflict 3.4 Recognise and accommodate cultural differences within the team Conflict with individuals 3.5 Identify, prioritise and complete individual tasks within designated Conflict with co-workers. time lines Workplace documentation may include: 3.6 Acknowledge and respond to feedback and information from Letters other team members Memos Faxes Emails Invoices and purchase orders.
2.2 Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes 2.3 Use formal feedback and informal feedback to identify and implement improvements to products, services, processes or outcomes for both internal customers and external customers 2.4 Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint 2.5 Maintain a positive and co-operative manner 2.6 Use non-discriminatory attitudes and language when interacting with customers, staff and management consistently Element 3: Work in a team 3.1 Request or provide assistance so that work activities can be completed 3.2 Provide support to colleagues to ensure achievement of team goals 3.3 Discuss and resolve problems through agreed and/or accepted processes 3.4 Recognise and accommodate cultural differences within the team 3.5 Identify, prioritise and complete individual tasks within designated time lines 3.6 Acknowledge and respond to feedback and information from other team members The use of active listening The use of both open and closed questions Speaking clearly and concisely Using appropriate language and tone of voice Being attentive Maintaining eye contact in face-to-face interactions The use of appropriate non-verbal communication in interactions, e.g. Body language, attention and personal presentation. Language and tone may be related to: Using simple, concise language that can be easily understood by the audience appropriate tone, e.g. not patronising, not too loud, not too soft, not yelling, not angry, etc. Conflicts may include: conflict Conflict with individuals Conflict with co-workers. Workplace documentation may include: Letters Memos Faxes Emails Invoices and purchase orders.
AM_Work_effectively_with_cust_&_colleagues_refined.docx