Description of each different communication style

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Reference no: EM133061315

SIT30816 Communicate in the workplace

Assessment 1

Part A: Questions

In the table below, provide a short description of each different communication style.

Communication style
Aggressive
Passive
Assertive

Answer the following questions about communication barriers.

a. What are 5 barriers to communication?

b. What are three ways to overcome barriers to communication?

Part B: Prepare for role-play

For Part B of this task, you will prepare for a role-play. In Part C you will participate in the role-play, responding to queries from customers and managers in person and by telephone.

You will be given time to read over the documents in preparation for the role-play.
Your assessor will record your performance in Part C using the observation checklist attached to this task. Familiarise yourself with the checklist prior to assessment so you know what is expected.

Prepare for the following scenario:
You work as a receptionist for a business called Delicious Chocolates. Delicious Chocolates makes a range of sugarfree chocolates. The business has several departments and operates on a large site. Today, you will be dealing with verbal requests for information (in person and over the phone) from customers and managers.

Your assessor will assume the roles outlined below or arrange for other role-play participants to play them:

Manager -
Customer -
Delivery driver -

Part C: Role-play
Come to the role-play ready for work. For example:

Engage in discussions that demonstrate your ability to:

Part D: Reflection
Write a short reflection about the role-play. In this reflection, include the following:
What organisational policies and procedures did you need to follow?
Explain at least 1 way you overcame communication barriers.
Describe at least 1 active listening skill you demonstrated in this role-play. How did it contribute to your communication?

Reference no: EM133061315

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