Key terms and concepts

• Anti-discrimination 

• Communication 

• Communication equipment/methods 

• Correspondence 

• Cultural diversity 

• Enquiry 

• Feedback 

• Nonverbal communication 

• Verbal communication 

• Workplace documentation 

• Workplace information

Importance of communication in an entertainment industries workplace/organisation

How to access and validate sources of information relevant to the entertainment industries

Awareness of a range of information sources to identify work responsibilities

• Workplace/organisation manuals 

• Manager/supervisor/team leader 

• Colleagues and supervisor 

• Seminars and training courses 

• Industry association 

• Job description 

• Role/duty statement

• Roster

Strategies for obtaining, understanding and clarifying instructions/procedures

• Correct sourcing and selection of information

• Consultation with appropriate personnel 

• Active listening

• Open and closed questions

Brief overview of the communication process/cycle

• Sender 

• Receiver 

• Message

• Feedback

Types of communication

• Verbal 

- face-to-face

- telephone/mobile phone

- answering machine/voice mail

• Nonverbal

• Written

• Clear 

• Concise 

• Purposeful 

• Correct 

• Courteous

• Culturally sensitive

Effective verbal communication

• Appropriate language

• Clear voice

• Audible volume

• Courteous tone

• Active listening

• Asking questions or rephrasing to clarify or confirm

understanding

Effective communication techniques in relation to nonverbal communication

• Body language

• Personal space

Effective questioning techniques

• Open 

• Closed

• Reflective

A working knowledge of the general features and benefits of a range of communication equipment/ methods

Factors affecting the selection of particular communication equipment

• Technical and operational features 

• Access of the sender and receiver to necessary equipment 

• Technical skills required to use the medium 

• Required format 

• Degree of formality required 

• Urgency and time frames 

• Portability

• Cost

Selection and use of various communication methods/ equipment in a variety of potential and real situations in the workplace

Features of good telephone etiquette

• Greeting callers 

- answer call promptly

- use polite greeting

- identify the workplace/organisation

- identify yourself using ‘This is’ and name

- offer assistance

• Courteous language 

• Friendly tone 

• Clear articulation 

• Audible volume

• Accurate relaying of messages

An understanding of workplace/organisation communication procedures, systems and technology relevant to the individual’s work responsibilities

How to elicit and interpret feedback

An understanding of the value of sharing and updating information

• Maintain professionalism 

• Promote workplace/organisation products and services 

• Meet work goals 

• Improve customer/client service

• Develop positive work relations

Procedures for establishing the details of an enquiry

• Questioning 

• Summarising

• Reiterating

Protocols for taking messages and sending them to the relevant person

• Awareness of the type of information to be obtained

• Ensuring the accuracy of information recorded

• System to record message (paper or electronic)

An understanding of the purpose and use of a range of written correspondence

• Electronic mail 

• Facsimiles 

• General correspondence 

• Internal/external memorandums 

• Telephone messages 

• Proformas 

• Forms 

• Letters 

• Receipts

• Customer/client records

Written communication media

• Paper-based

• Electronic

The importance of the following skills in written communications

• Spelling 

• Grammar 

• Punctuation 

• Proofreading and the use of standard proofreading

marks

Layout and features of business documents

 • Correspondence (faxes, memos, letters and emails)

• Database reports (customer/client records)

• Booking system records

• Sales records (forecasts and actuals)

• Forms (manual and electronic)

• Invoices (from suppliers and to debtors)

Procedures for checking, correcting, signing and dispatching written information

Procedures for the processing of documents

• Recording receipt 

• Photocopying if required 

• Selecting media if a reply is required, including fax, email or letter 

• Presentation of documents including collating and binding if required 

• Mailing

• Filing

An understanding of mail preparation procedures

Workplace/organisation practices for recording, storing and exchanging written messages quickly and efficiently

An awareness of workplace/organisation standard procedures in communication

• Style guides for written correspondence

• Standard turnaround times

The importance of effectively recording information

• Clear 

• Legible 

• Accurate 

• Concise

• Appropriate in terms of industry terminology

An understanding of the concepts around culture

• Culture 

• Cultural diversity

• Cultural awareness

An understanding for the need for tolerance and respect in the workplace

An awareness of elements of cultural diversity

• Interpersonal relations 

• Festivals/celebrations 

• Family structure/obligations 

• Language 

• Religion 

• Customs 

• Social values 

• Work ethic 

• Communication

• Product preferences

The importance of respecting individual differences arising

• Culture 

• Race 

• Language 

• Gender 

• Sexuality 

• Age 

• Religious beliefs 

• Customs/traditions

• People with special needs

Proactive strategies for promoting workplace diversity and accommodating individual differences in the workplace

• Staff training 

• Using a range of communication media and techniques 

• Promoting cultural celebrations and celebrating differences

• Making use of an individual’s differences 

• Actively seeking to break down barriers 

• Developing a workplace culture of empathy and tolerance

Effective cross-cultural communication skills

• Active listening 

• Questioning techniques 

• Body language 

• Appropriate speech

• Building rapport

Barriers to effective communication

• Bias and stereotyping 

• Lack of empathy 

• Negative subtext 

• Gender issues 

• Individual differences 

• Inconsistency 

• Emotions 

• Physical barriers, eg noise 

• Inattention

• Pressure of time

A range of gestures, words and phrases that are universally understood

An understanding of the principles of and anti- discrimination and an awareness of the purpose and scope of the Anti-Discrimination Act 1977 (NSW)

An awareness of workplace policies and procedures designed to prevent discrimination and harassment in the workplace