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Key terms and concepts
| Term | Definition |
|---|---|
| Active listening | Techniques used by a listener that reassure the person speaking that the listener is giving them their full attention and attending to what they are saying. |
| Appropriate language | Speaking in a manner that is acceptable to the listener. |
| Basic mathematical processes | Arithmetic operations such as addition, subtraction, multiplication and division. |
| Clarification | An explanation that makes a statement easier to understand. |
| Conditions of employment | The terms under which a person works, such as working hours, rates of pay, duties to be carried out and employer/employee responsibilities. |
| Cultural diversity | Differences in experiences, personal attributes and perspectives that relate to ethnicity, language, dress, religious belief and socio-economic background. |
| Effective verbal communication | Spoken exchanges of thoughts, messages or information that employ appropriate speech, gestures, listening skills and an understanding of body language. |
| Enterprise communication procedures, systems and technology | Methods used in a business to exchange messages and information, including telephones, letters, facsimiles, computers and radio systems. |
| Enterprise requirements | Obligations of employees in a business, including methods used to report to supervisors and organise, record and store information. |
| Locating and storing information | Finding relevant and specific facts and setting them aside for future use in manual or computer-based filing systems. |
| Meeting protocols | Procedures and codes of behaviour used when employees, supervisors, employers and/or clients gather together to share information, discuss problems and make decisions. |
| Modes of communication | Methods of exchanging information, messages and thoughts. |
| Personal presentation | The way in which a person appears to others, including their manner of dress, personal hygiene and body language. |
| Reporting and recording | Providing information to others about an event (reporting) and preparing a written account (recording). |
| Types of meetings | Different types of gatherings of people convened formally or informally to share information, discuss problems and make decisions. |
| Types of teams | Different ways in which people are grouped together and organised to carry out a variety of work tasks. |
| Verbal and non-verbal communication | The exchange of information, messages and thoughts using spoken and non-spoken methods. |
| Workplace forms | Documents used by businesses that relate to employment, sales, stock, financial information, taxation, personnel, work records and messages. |
| Workplace interaction | The manner in which a member of a team conducts him/herself and communicates and works with others. |
| Written workplace notices and instructions | Announcements and directions given to employees in print form. |
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