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Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
CONTENTS
CHAPTER 22
Lead and develop teams and individuals 593 MINDTAP ONLY CHAPTER
22.1 What does a leader do? 594
IMPLEMENT AND MONITOR ENVIRONMENTALLY
22.2 Sources of influence and power 599
SUSTAINABLE WORK PRACTICES
22.3 Team-based leadership 604
MT.1 People, planet and profit: the triple bottom line
22.4 Working with diversity 611
MT.2 Investigate current practices
22.5 Develop teams and individuals 613
MT.3 Set targets and develop improvement plans
Learning activities 620
MT.4 Implement performance improvement strategies
Case study: Rumblings in the team ranks 622
MT.5 Monitor and review resource use and improvements
CHAPTER 23 for environmental performance
Organise and manage meetings 625 Learning activities
23.1 Determine the purpose 626 Case study: Preeminent Limited
23.2 Meeting roles and responsibilities 633
See Guide to the Digital Resources on pxii for more information
23.3 Communicate to achieve results 642
on this premium purchasable eLearning tool.
23.4 Decision making and problem solving in a
meeting 646
23.5 Follow up and keep records 650 Glossary 655
Learning activities 651 Index 669
Case study: HAHN Food Group meetings 653
vii
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
viii
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
GUIDE TO THE TEXT
ix
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
x
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
GUIDE TO THE ONLINE RESOURCES
xi
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
PREFACE
The importance of using good communication practices in written communication, face-to-face interactions and through
digital channels is a central theme of the 11th edition. Employers seek job candidates with employability skills and the abilities
to communicate and work independently and within teams, think clearly, problem solve and make decisions without direction.
Employability skills such as communication skills, self-management, flexibility and adaptability to respond well to change and
emerging technologies are skills and attributes that can be transferred across occupations and workplaces in any industry.
Employability skills are considered by many employers as important as technical skills.
xii
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
PREFACE
business uses of digital communication channels. Chapter 14 Effective business writing merges two chapters into one.
Chapter 16 Write short reports introduces new content about dashboard reports.
xiii
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PREFACE
the organisation through social media, through self-service apps, browsing through online promotions and
interactions, face-to-face and online networking strategies and the reasons for reviewing customer service,
implementing corrective actions and reporting outcomes.
xiv
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
PREFACE
leadership, working with diversity, how to develop teams and individuals, determine development needs, support
team and individual learning and development, and monitor and evaluate learning.
• Chapter 23 Organise and manage meetings discusses the purpose of different types, how to plan for face-to-face
and virtual meetings, the duties of the chair, secretary and members, protocols and procedures, meeting
etiquette and respectful interactions, task-related, maintenance-related, defensive and dysfunctional roles,
communication barriers caused by hot-headed, dominating and distracting participants, decision making and
problem solving techniques, following up and record keeping.
ONLINE CHAPTER
• MindTap: Implement and monitor environmentally sustainable work practices is an additional chapter online that
incorporates the triple bottom line, environmental performance, environmentally sustainable work practices,
methods to investigate and audit current practices for compliance requirements, strategies to implement and
monitor performance improvement, provide feedback and report outcomes.
Employability skills
Employers today seek staff with the ability to communicate effectively, gather information, apply knowledge, create
innovative ideas, develop rapport, think critically and build relationships with colleagues, customers and others. They look for
the employability skills that enable employees to:
• adapt to new situations, act independently and translate new options into action.
• communicate, problem solve and make decisions
• acquire new knowledge and skills through study, on-the-job learning and other ways
• self-manage and apply learning to technical issues, operations and interpersonal relationships
• contribute to ongoing improvement and expansion in employee and company operations and outcomes
• use technology and digital channels of communication to carry out tasks proficiently and apply information technology as
a management tool.
Employability skills are the non-technical skills and attributes that are transferable across occupations and workplaces in
any industry. Employability skills developed in one workplace can be transferred and further developed in different roles and
across different workplaces. Employers also identify loyalty, commitment, sense of humour, common sense, ability to deal
with pressure, motivation, adaptability, positive self-esteem, reliability and personal presentation as the personal attributes
valued by employers.
xv
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
ACKNOWLEDGEMENTS
I extend my thanks to contributing author Nicole Hopwood for the chapters and advice she has provided throughout the
planning and writing of this 11th edition. Her work has been vital in bringing to life the many aspects of writing emails,
memos and short reports, record keeping and communicating visually. Her contribution was invaluable in bringing the book
to completion.
I am especially grateful to Kyall Coulton for his invaluable contribution to the work involved in researching and writing a
new edition, for three of the new case studies in the book and for the formatting and preparation of the new online Assessor
Guide for the 11th edition. I also thank Gregory Punshon for his reading, support and suggestions regarding changes to
business communication due to changing digital technology that have made this a better book.
I wish to extend our appreciation to the people at Cengage for their continuing help and guidance. They include Senior
Development Editor Jessica Brennan, Project Editors Natalie Orr and Lauren McGregor, Publisher Ng Chee, Greg Alford for
his careful editing of the text, Jess and the Cengage sales representatives.
Special thanks to the following reviewers whose detailed and perceptive comments resulted in extensive refinements to
the book:
• Melanie Dare Box Hill Institute
• John Arthur TAFE NSW
• Merran Renton Bedford College
• Corina Murphy Canberra Institute of Technology
• Sally Bradfield TAFE NSW – Ultimo
• Anne Butler TMG College
• Katherine Firth Melbourne Business School, University of Melbourne
• Mingsheng Li Massey University
• Odette Van Der Berg CQUniversity, Australia
• Marissa Edwards The University of Queensland
• Rebecca Redfern Monash Training and Professional Development
• Louise Handley TAFE SA
• Rosita Thomas Whitireia Polytechnic, Auckland
• Rosemary Kerr Curtin University
I am especially grateful to my husband John Burns for his invaluable input, ongoing support, interest and enthusiasm
throughout the 11 editions of the book.
Judith Dwyer
October 2018
xvi
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
ABOUT THE AUTHORS
Judith Dwyer, M Mgt, B Ec, Dip Ed, IML member, has worked in education and training for many years. Judith’s specialisation
is in cross-industry management and communication studies.
In her early career she taught business students Communication Studies within Technical and Further Education for a
period of 20 years. Through her TAFE experiences as a teacher and senior manager she has gained valuable experience in
the needs of adult learners. Through her involvement with industry and as Managing Director of a nationally recognised
Registered Training Organisation (RTO) she has observed the need for individuals, teams and organisations with the skills and
knowledge to communicate effectively in order to achieve results. She promotes positive interactive communication as one of
the essential components in any successful organisation.
In recent years she has become a leading vocational education and training author of textbooks and learning materials.
The practical approach taken in her writing and the application of proven educational and business principles provides value
to students, teachers and lecturers. It also provides opportunities throughout the book for students to practise and further
develop the employability skills of communication, teamwork, problem solving, initiative and enterprise, planning and
organising, self-management, learning and use of technology and social media. People are able to put their learning into
practice in their studies and workplace.
Judith earned her degree in Economics from the University of New England, her Diploma of Education from the University
of Newcastle and her Master of Management (Public) from the University of Technology Sydney. She is a member of the
Institute of Managers and Leaders.
xvii
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
+
ss s
elf
ne
Your
-reg
self-aware
ulation
Learning Map CH 3
ADAPT TO
CHANGE
IN THE
DIGITAL
ERA
PART
ONE CH 2
DEVELOP EMOTIONAL
INTELLEGENCE +
INTERPERSONAL
INTELLIGENCE
CH 1
UNDERSTAND
COMMUNICATION
PRACTICES
Communication
foundations in the digital era
WELL DONE!
You’ve reached
the end of this CH 22
learning journey
LEAD + DEVELOP
TEAMS +
INDIVIDUALS
CH 20
CH 21 DEVELOP
MANAGE TEAM EFFECTIVE
EFFECTIVENESS WORKPLACE
RELATIONSHIPS
PART
FIVE
CH 23
ORGANISE +
MANAGE
MEETINGS
xviii
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
MINDTAP ONL
Y CHAPTER
IMPLEMENT
+ MONITOR
ENVIRONMEN
TALLY
SUSTAINABL
E WORK PRAC
TICES
CH 7 CH 8
DELIVER DEVELOP
CH 4 PRESENTATIONS NEGOTIATION
DEVELOP + SPEECHES + CONFLICT
COMMUNICATION MANAGEMENT
SKILLS FOR SKILLS
EMPLOYMENT
Communication
CH 9
PART strategies in the IMPLEMENT +
TWO CH 6
MANAGE WORK
workplace MONITOR
A SAFE
PRIORITIES + WORKPLACE
PROFESSIONAL
CH 5 DEVELOPMENT
ORGANISE
WORKPLACE THIS WAY
INFORMATION
FOR
PART THREE
CH 10
DELIVER +
MONITOR SERVICE Communication
TO ADDRESS
CUSTOMER NEEDS with customers
CH 11
MANAGE
CUSTOMER
ENGAGEMENT
PART
Where to FOUR CH 12
now?
ANALYSE +
PRESENT
RESEARCH
Communication through documents INFORMATION
CH 13
CH 16 COMMUNICATE
CH 19 WRITE USING
RECORD CH 18 SHORT GRAPHICS +
KEEPING WRITE TECHNICAL REPORTS VISUAL AIDS
DOCUMENTS +
PROPOSALS
CH 17
WRITE LONG CH 14
REPORTS CH 15 EFFECTIVE
WRITE BUSINESS
BUSINESS WRITING
LETTERS
xix
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
Copyright 2020 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-202
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vihoja.
Ja sitten juotiin kahvia, mustaa kuin terva. Kerttu sitä tarjoili, eikä
kukaan muistanut puhua sen sopimattomuudesta mitään
raittiusseuran kokouksessa. Niemen Auroora kuiskaili tytöille, mutta
joi hänkin kaksi kuppia ja sitten vasta muisti, että olisi pitänyt juoda
vain yksi. Punastui ja meni nurkkaan vähäksi aikaa.
— Kyllähän sitä.
— Niin, niin, ehkäpä… Sitä minä vain ihmettelen, että tuo Ville on
niin muuttunut, ettei entisestään tuntisi. En uskonut taannoin, että
hänestä enää mitään tulisi.
Aholan Ellin silmät olivat ihan pyöreät ihmetyksestä. Että kun nyt
tanssittiin raittiusseuran kokouksessa! Hän kyllä tanssi, mutta kun se
ei näissä kokouksissa ollut tapana.
8.
*****
Kerttu oli pyytänyt, että hän silloin turvautuisi toisen apuun, mutta
eihän hän sitäkään voinut. Olisi siten paljastanut hänelle suuren
heikkoutensa ja mitättömyytensä.
*****
— Viekää talliin.
Kerttu, hyvä toveri, teki kaikki, mitä suinkin ihminen voi, eikä
lukenut siitä mitään ansiota omalle osalleen.
*****
Teki hyvää, kun taas pitkästä aikaa sai kuulla miesten kiistelyä ja
hänen mielipiteisiinsä vetoamista.
Markku veteli muutamia pitkiä savuja, selvittääkseen ajatuksiaan.
Ukot vaikenivat kuullakseen, mitä Markku sanoisi.
*****
— Saahan sitä siitä olla raitis, jos sen verran maistaa, että
suonissaan tuntee.
— Hän kyllä oli kuullut tämän jo ennenkin, että saahan olla raitis,
jos välistä maistoikin. Se oli niillä vetävin valtti. Sitä oli vaikea
vastustaa, varsinkin kun himo kipenöi suonissa.
— Ei se uskalla.
Markun kädet vapisivat. Veri nousi päähän niin että kohisi. Otti
tarjotun pullon ja ryyppäsi, kahdesti, joi pohjaan.
*****
— Miksi et tule?
9.
Kerttu odotteli Markkua kotiin. Työväki palasi jo töistä, eikä häntä
vieläkään kuulunut.
Hänellä oli ollut taaskin niin kaunis päivä metsässä, mutta nyt ei
ollut Markku kotona ja siitä tuli huolta. Ei olisi pitänyt Markun mennä
kokoukseen.
Pahinta vain kaikesta oli, jos olisi sattunut jokin tapaturma. Musta
kävi vauhkoksi saatuaan kauan odottaa.
— Katsohan, miten ihana yö nyt on, sanoi Kerttu. Hän oli riisunut
kenkänsä ja sukkansa ja tepasteli avojaloin kasteisella nurmella.
10.
Nyt oli saatu maksaa sekin aika ja tehdä työtä kaksin verroin.
Raastaa hikipäisinä ohdakkeita ja pajun juuria pelloista.
Herkko tahtoi nähdä vielä suota, jota Riitun Ville oli ojimassa.
Hän ei usko, ennen kuin näkee omilla silmillään, että Ville kaivaa
ojaa. — Kyllä se on uskottava. Villestä on apua enemmän kuin
kahdesta päivän pituutta laskevasta nuoresta miehestä, sanoi
Markku.
— Otahan tuosta.
11.