MODULE 00107, Part 1 MODULE 00107-09 BASIC ...images.pcmac.org/SiSFiles/Schools/NC/RandolphCounty/...MODULE 00107-09 BASIC COMMUNICATION SKILLS (00107 LESSON 1 of 1) SLIDE PRESENTATION

MODULE 00107-09

BASIC COMMUNICATION SKILLS

(00107 LESSON 1 of 1)

SLIDE PRESENTATION

MODULE 00107, Part 1

SLIDE 1 Objectives


When you have completed this module, you will be able to do the following:1. Interpret information and instructions presented in both verbal and written form.2. Communicate effectively in on-the-job situations using verbal and written skills.3. Communicate effectively on the job using electronic communication devices.

SLIDE 2

• The ability to read, write, listen, and speak effectively is important to anyone in the construction industry.

• Good communication results in a job done correctly and safely, and good communication skills will help you advance in the industry.

• Good communication on the work site has a direct effect on safety, schedules, and budgets.

1.0.0 INTRODUCTION


SLIDE 3

• There are two basic steps to clear communication. First, a sender sends a message through a communication channel such as a telephone or e-mail.

• When the receiver gets the message, he or she figures out what is meant by listening or reading carefully. If something is not clear, the receiver asks the sender for more information.

• This process is called two-way communication and is the most effective way to make sure that everyone understands what is going on.

• Many things, called noise, can get in the way of effective communication. Examples of noise include not speaking clearly or specifically and using jargon.

2.0.0 THE COMMUNICATION PROCESS

Figure 1 The communication process.


SLIDE 4

• Verbal communication—speaking and listening—is a valuable learning tool.

• You need to be able to state your thoughts and ideas clearly, and you need to be a good listener so that you understand ideas and information from others.

• Learning through verbal communication occurs in several ways:

– Giving and receiving instruction– Giving and listening to

presentations– Participating in team discussions– Talking with teammates and

supervisors– Talking with clients

Figure 2 Teaching and learning are often accomplished by speaking and listening.


3.0.0 LISTENING AND SPEAKING SKILLS

SLIDE 5

• Before you can improve your listening and speaking skills, you should evaluate your current skill level with a self-assessment quiz.

Figure 3 Listening skills self-assessment.



SLIDE 6

Figure 4 Speaking skills self-assessment.


SLIDE 7

Figure 5 Your supervisor can help you learn what you need to know.

• Experienced supervisors and co-workers can guide you to make sure you are learning what you need to know.



SLIDE 8

• Listening involves more than hearing what is said. It involves making a conscious effort to understand what is being said. Understanding comes from active listening.

• Poor listening skills can cause mistakes that waste time and money and create potentially dangerous situations.


Figure 7 Body language shows whether you are paying attention.

Figure 6 Use clear and effective statements when speaking on the job.


SLIDE 9

Figure 8 Learn to read the warning signs of listening problems.

• Some of the ways you can become a good listener are:

– Maintain eye contact with the speaker.

– Let your body language show that you are paying attention.

– Ask questions, especially if you do not understand something that is said.

– Take notes.– Repeat what you have heard in

summary form.• Barriers to effective listening

include your emotional state, boredom, distractions such as outside noise, and your own ego.



SLIDE 10

• Effective listening depends on effective speaking. That is, a message can only be fully understood if it is clearly stated.

• One of the best ways to learn to speak effectively is to listen to someone who speaks well. Effective speakers have the ability to make complex issues sound simple.

• Other ways to become an effective speaker are to organize your thoughts in advance and to choose an appropriate place and time for the discussion. Encourage your listeners to take notes if necessary.

• Always speak clearly and maintain eye contact with your audience.• One common mistake is to use jargon that your listeners may not understand.

Adapt your discussion to your audience.



SLIDE 11A

Figure 9 Take notes to help you remember important details.

• Effective speaking is very important when you are on the phone, because you are unable to judge the listener’s reactions to verify that he or she understands you.

• When you make a call, identify yourself, find out who you are speaking to, speak clearly, explain the purpose of the call, and make a written record of the call.

• If you leave a message, briefly explain the purpose of the call and leave a callback number.

• When receiving a phone call, do not keep people waiting. Keep the call brief and never talk on the phone in front of teammates and supervisors unless they have a direct interest in the call.



• You should never use a cell phone for personal calls while on the job.• Even if it is a business-related call, you should never use a cell phone while driving

or while operating machinery or tools.


SLIDE 11B

SLIDE 12

Figure 10 The written word is extremely important in the construction trade.

4.0.0 READING AND WRITING SKILLS

• The construction industry depends on written materials such as construction drawings, building codes, and specifications.


SLIDE 13

Figure 11 Codebooks are critical resources for your job.

• Textbooks and codebooks are an important part of the learning process. These documents contain information that the reader must know in order to perform effectively.



SLIDE 14

Figure 12 A table of contents lists the chapters or sections in a book.

• Written communications include such items as materials lists, signs, permits, specifications, codes, and instructions. Workers must be able to read and understand these documents in order to perform safely and effectively.

• You should always have a purpose in mind when reading, so you can find the information you need quickly. When reading a manual, go straight to the section that deals with what you need.

• Most books have special features such as a table of contents, index, glossary, and appendices, as well as tables and graphs.



SLIDE 15A

• Indexes are used to list information in documents such as books and construction drawings.

• Appendices contain supplemental reference information, and are usually located at the back of a book or chapter.

• One way to simplify reading is to skim or scan the chapter and section headings of a book before you start reading. This will help you organize the material in your mind.

• Techniques such as bold and italic text are used to highlight important information.

• One way to make it easier to remember the steps of a procedure you are reading is to imagine yourself performing the steps as you read them.



SLIDE 15B


Figure 13 Indexes are often used in construction drawings to identify key information.

SLIDE 16A

• Construction workers are required to write a variety of documents, including work orders, safety reports, memos, punch lists, and change orders. Therefore, the ability to write effectively is an important skill.



SLIDE 16B

Figure 14 A hot work permit is a typical written product in a construction project.


SLIDE 17

• When writing, be clear and direct. Use only the words needed to convey the message.

• One way to highlight important information is to put it in a list that is offset by bullets or numbers.

• Once you have finished writing, you should always reread your work to eliminate errors and unnecessary words. Reading it out loud will help you see how it will sound to others.

• Accuracy is very important in writing. You need to accurately and completely identify materials on order forms and material takeoffs, for example, so that time-consuming errors are avoided.



SLIDE 18A


• The use of electronic mail (e-mail) sent over the Internet is quickly becoming the standard way to send a variety of written information and pictures.

• Because e-mails can be copied and sent to virtually anyone with a computer, they are not as private as paper-based documents.

• When writing e-mails, the nonverbal part of communication such as facial expression and tone of voice is lost. For that reason, some people may misinterpret your message.

• Many of the rules that apply to writing paper-based documents still apply to e-mails.

• Use a concise format and use numbers or bullet points to clarify your meaning.


SLIDE 18B

Figure 15 Bad e-mail example.


SLIDE 19

Figure 16 Good e-mail example.


End of Presentation


Documents

MODULE 00107, Part 1 MODULE 00107-09 BASIC ...images.pcmac.org/SiSFiles/Schools/NC/RandolphCounty/...MODULE 00107-09 BASIC COMMUNICATION SKILLS (00107 LESSON 1 of 1) SLIDE PRESENTATION