Course Content
Establish communication protocols
This topic centers on establishing effective communication protocols within an organisation. It involves analysing information needs, developing or structuring protocols aligned with organisational goals, adapting them for different contexts, and preparing materials to support their implementation.
Coordinate effective communication
This topic focuses on coordinating effective communication within an organisation. It involves directing others to align their communication with organisational requirements and goals, explaining complex information persuasively, motivating respectful communication, particularly among diverse backgrounds, and addressing communication challenges to ensure clarity and understanding.
Present and negotiate persuasively
This topic focuses on persuasive presentation and negotiation skills. It includes identifying and utilising diverse communication styles for various audiences, presenting information clearly and persuasively, evaluating differing perspectives and outcomes critically, negotiating toward final outcomes with a focus on key objectives, and confirming and implementing negotiated or communicated outcomes effectively using appropriate methods.
Review communication practices
This topic centers on reviewing and improving communication practices. It involves providing mentoring to assist others in achieving communication goals, gathering feedback from diverse sources to manage communication and negotiation outcomes, identifying and documenting areas for improvement in team or organisational communication practices, and implementing plans to enhance communication processes.
BSBXCM501 Lead communication in the workplace
About Lesson

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.


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.

Different perspectives may be a result of cultural differences, but may also surface during workplace communication due to:

  • * religious beliefs
  • * political convictions
  • * family of origin
  • * genetic make-up
  • * environmental factors.


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.


Barriers to understanding

Communication barriers are anything that hinders the two-way process of communication. 


Ways to address barrier

General noise in the area

  • Delay communication to a quieter time.
  • Move into a quieter area to communicate.
  • Communicate in writing or text rather than verbally


Unacceptable or non-preferred means of communication

  • Ask the person what method they prefer.
  • Communicate using their preferred option.


Complex procedures inherent in the process

  • Simplify the process – remove steps (such as the need to log on, or enter a password, or verify/authenticate who they are) and make it easier for the other party to obtain your messages and to reply. 
  • Use another communication method.


Individual characteristics or personality traits

  • Identify what these are and seek to work with them – modify communication so it is more attractive/acceptable to them.
  • Accept effective communication is rarely a ‘one size fits all’ process.


Physical barriers – such as walls, doors, pillars or the physical separation of individuals

  • Use a face-to-face method – rather than hand signals or shouting: get up and physically go to the other person.
  • Provide text-based information.


Differences in internal status

  • Ensure employees know they can speak honestly to you.
  • Create a safe communication environment.
  • ‘Explain’ things rather than just ‘tell’.
  • Use terms the audience is familiar with.
  • Thank and acknowledge those who provide input.


Gender and/or age prejudice

  • Focus on the message and not the sender when receiving and interpreting.
  • Use inclusive language.
  • Establish a positive rapport with people and leverage this to enhance understanding and communication.
  • Identify their communication preferences and use them.


The mental state or mood of a person

  • Defer the communication until the individual is in a better frame of mind.


Poor timing

  • Communicate during paid work hours.
  • Avoid communicating while staff are busy.
  • Avoid communications at the end of a busy shift or day.


Information excess

  • Break down the information you communicate into small chunks and/or deliver it over a period of time.


Language difficulties (person is from a non-English speaking background)

  • Use simple words and phrases.
  • Use gestures and other non-verbal means.
  • Seek the services of someone who can act as an interpreter.
  • Realise that their view of things and their values may be different.