Get Ready to Communicate! CPCPCM2002A Welcome to Carry out interactive workplace communication.This is a very important part of Plumbing!
CPCPCM2002ACarry out interactiveworkplace communication By the end of this session you should be able to describe what is good verbal, written & visual communication and the importance of good communication in the plumbing industry.
What is Communication? Communication is the activity of conveying meaningful information, communication requires a sender (also called a source), a message, and an intended recipient (also called a receiver). The communication process is complete once the receiver has
Where do we useCommunication? With employers and co workers With teachers and fellow students To customers and clients To suppliers and other trades The secret to good communication is good listening! In the Plumbing Industry we use Communication everywhere.
The Communications Process Communication has stages:
The Communications Process Source (YOU! The Sender) ◦ As the source of a message you need to be clear about why, and what you want to Communicate.
The Communications Process Message ◦ The message is the information you want to communicate
The Communications Process Encoding ◦ This is the process of transferring the information you want to communicate.
The Communications Process Channel ◦ Messages are conveyed through Channels, through verbal (face to face, phone) and written (emails, text msg) and visual (hand signals) All methods of communication.
The Communications Process Decoding ◦ This is the way the receiver of your conversation works to understand what you’re saying.
The Communications Process Receiver. ◦ Who you’re trying to communicate with.
The Communications Process Feedback ◦ The way the receiver indicates they have understood the message, this can be by verbal and nonverbal reactions. Feedback is very important to make sure the receiver has understood the message.
Effective Communication Is Vital for Industry Is important between workers, Between Organisations & Between Customer & Company Is valuable Feedback Is a must for any Instructions Is essential in OH&S and SAFETY!
What is GoodCommunication? Clear, calm and understandable talk ◦ Don’t cover mouth with hands Keep eye contact when talking ◦ It helps the listener understand, their facial expressions will tell you if they don’t! Keep eye contact when LISTENING ◦ Important so you can understand the message
What is GoodCommunication? Avoid slang language, abbreviations or acronyms. Here’s a good example of bad slang!http://www.youtube.com/watch?v=LmOKwjgYcG4Group discussion: ◦ What did the faces of the new staff say? ◦ What did the OHS representative do wrong?
Activity 1 Read & complete the case study about Bob & John and discuss with another student what both Bob & John could have done better.Group Discussion.
What is GoodCommunication? Experts say that communication is composed of different methods: words, voice tone and non-verbal clues. According to research, in a conversation: Words are 7% effective Tone of voice is 38% effective Non-verbal clues are 55% effective
What is GoodCommunication? Our tone we use when communicating is very important, a calm tone always is best. Your gestures and body language are also vital in conveying messages.
Body Language at Work It’s always good to put those around you at ease and maintain interest.. The following tips help people use body language to an advantage!
Body Language at Work Good posture is important! Lean forward and show you are engaged in the discussion or person. Keep eye contact.
Body Language at Work Try not to cross your arms or legs, It is perceived as a defensive and shows a lack of interest.
Body language at Work Talk and Gesture using your hands Do it with confidence and in a controlled manner
Body Language at Work Try to avoid pointing directly at someone, Staring for long duration or fidgeting, It can make other feels uncomfortable.
Body Language at Work When you get information from others; Respond to the body language given off by others. Use the signs they give as an aid to understand how they are feeling to tailor your response.
Clear Communication Clear communication is also very important for Good Communication. Good listening is essential Being ‘In the Moment’ is a key for Clear Communication
Clear Communication By being ‘In the Moment’, we become open and flexible to change We become prepared for what ever happens Being prepared allows us to be successful and productive
Clear Communication The three C’s Communicate to the other person so they feel: ◦ Comfortable ◦ Confident, and in ◦ Control ◦ Remember the key to Good Communication is LISTENING.
Tips for Good Listening Focus and give your FULL ATTENTION, don’t look out the window or at what else is going on around you. Let the speaker finish before you begin to talk, interruption looks like you aren’t really listening.
Tips of Good Listening Let yourself finish listening before you begin to speak. Listening is hard if you a busy thinking about what you want to say next. Listen for main ideas. The main ideas are the most important points the speaker wants to get across.
Tips for Good Listening Ask questions, especially if you are not sure what the speakers has just said. Give feedback. Repeat back to them in your own words what you heard, also good body language will tell the speaker that you are listening.
How to be a Good ListenerRemember: LOOK at the person who is talking. LISTEN, and dont interrupt. ASK questions to find out more. NOD, or say something to show you understand. REPEAT what you heard in your own words.
Activity 2 Oh, is that what you said.. Chinese whisper activity. One person is to read an original sentence (provided by the teacher) and repeat it quietly to the person next to them. The process continues until it is told to all students, and the last student writes the sentence on the white board.
SummaryRemember: The communication process is complete once the receiver has understood the message of the sender. Every good conversation starts with good listening.
Now you’re a goodCommunicator! Conclusion Complete the Learner Quiz Next: Written Communication!
CPCPCM2002ACarry out interactive workplace WRITTEN COMMUNICATION
Written Communication During this session we will talk about different types of written communication that could apply to the Plumbing industry. As an apprentice it is very important that all written communication is correct!
What is Written Communication? Written communication is written language. When you write, keep in mind you are writing to be understood. If your readers fail to get your message you have wasted your time and theirs!
What is Written Communication? Your objective must be to get your message across as clearly and quickly as possible. You do this by writing in plain ENGLISH.
Where do we use writtenlanguage? Documents TAFE - workbooks Taking job instructions Taking lunch orders! Order forms Time sheets Phone messages
Written LanguageBe aware that in the plumbing industry you have to combine spoken language (covered in session one) and written language to make your instructions clear and understandable to the other person.
Activity 1 – Case StudyRecord accurate message Here’s a tip on taking good phone messages http://www.ehow.com/video_4401591_ taking-good-phone-messages.html
Activity 1 – Case StudyRecord accurate message
The written word DO NOT use text or online abbreviations in a message at work. Let’s take a look at some of the 1,351 online chat and text message abbreviations that are used everyday by people.
The written wordExamples of text & online abbreviations: 2EZ = Too easy 2M2H = Too much too handle SOZ = I’m sorry CYA = See you later UR = Your
The written word Remember, DO NOT use any text or online abbreviations in a written message or document in the workplace. Doing so can lead to an enormous understanding problem for the receiver of your message.
The written word Here’s a list of what abbreviations are used in discussion, and are not suitable for written messages at work! http://www.youtube.co m/watch?v=ffqzajg4ke A
Activity 2 – WT#?? In pairs, one student write down what they got up to on the weekend – with as much slang and chat abbreviations as possible! Hand it to the other to read. Can the receiver read you back your message?
Writing a documentAs a guide, write your document: In a logical order, e.g. from the least important to the most important – or vise versa. In short sentences, with one main idea to a paragraph.
Writing a documentDo not obscure your meaning by using: Ambiguities; e.g. ‘I put the pipe bender in the truck that had been damaged’; Clichés; e.g. ‘Some spat the dummy’ when you mean ‘someone became upset.
Writing a documentDo not obscure your meaning by using: Tautologies; e.g. ‘lineal meters’ when you mean ‘meters’, or ‘on the ladder’ when you mean ‘climb up the ladder’. Slang; e.g. ‘mud’ when you mean ‘mortar’ or ‘snake’ when you mean ‘drain cleaning machine.
Writing a documentDo not obscure your meaning by using: Technical terms; when you are writing for non-technical readers, e.g. ‘Place a 100mm, 20 mpa slab with F72 mesh’ when you just mean ‘Pour a concrete plinth’
Writing a document Jargon, slang and technical terms may also be referred to as ‘metalanguage’; if used with persons new to the industry or not familiar with them, these terms may be confusing and their meaning may be lost.
SummaryRemember: The communication process is complete once the receiver has understood the message of the sender.
Now you’re an even betterCommunicator! Conclusion Complete the Learner Quiz Next: VISUAL Communication!
CPCPCM2002ACarry out interactive workplace VISUAL COMMUNICATION
What is VisualCommunication?Body Language and workplace signage are twotypes of visual communication you willexperience without conversation in theconstruction industry.
Where do we use VisualCommunication? At the workplace / on site In TAFE Sending messages Giving feedback With other trades At times when noise is too loud to talk
Visual Communication andOH&S Signs are a large part of the Construction Industry and is very important that every worker knows how to read the signs. Has everybody seen this sign? What does it say?
Signs Everywhere in the Plumbing industry you will see signs. Some of the signs you will encounter have words and images – the images are essential for people with English as a second language. Hearing protection must be worn on this site
Signs Eye protection must be worn on this site(Blue & White indicate PPE) No alcohol is permitted on site(Red circle with slash indicatesItem is prohibited)
Signs Some signs, like the no smoking sign need no words to get the message across. Just like these: This sign is saying Drinking the water is PROHIBITED.
Signs This sign is telling you that NO DIGGING is permitted. By hand (shovel) or machine.
Signs This sign is saying NO pedestrian access is permitted.
Signs Signs are there to assist and inform workers at all times.
Signs Sign colours have meaning: Blue & White is PPE / Site Safety , each sign says its message Green & White is Site and First Aid Information Yellow & Black is Danger / Warning information Red circle with slash is the action displayed underneath is forbiddenNote the red foreign sign alerting to the universally understood symbols.
Activity 1 – Visual Signs On the handout, in your own words what do you think the signs say?
Visual communication andbody language What do you think this man is saying through body language?
Body Language Body language and the signs that can be given are often used in the plumbing industry to communicate.
Body Language Be alert to the messages conveyed by people’s bodies.Specific hand signals are used to guide: Crane operators Surveyors Truck drivers Excavators Dogman signalling
Body languageOther workers may use hand or body gestures to tell you, what do you think the gestures are? Watch out for danger Stop what you’re doing Stay where you are Get out quickly Watch out above or below you
Body languageOther workers may use hand or body gestures to tell you: Watch out behind you Lift or lower something in unison ‘go over there’ or ‘come over here’ Come and help quickly
Body language Facial expression may tell you if another worker is: Concentrating In difficulty Confused, happy or angry Frightened, in pain or ill Other workers’ body movements may indicate that they are in trouble or are struggling and need assistance.
Activity 2 – Body Signs In pairs stand 5 meters apart. Using body language one ask the other to move closer, go back, closer, stop, turn left ect until closer, then swap roles and use body language to ask the other to move back, using the same signs.
SummaryRemember: The communication process is complete once the receiver has understood the message of the sender.
Now you’re the bestCommunicator! Conclusion Complete the Learner QuizWELL DONE! You should now be able to describe what is interactive communication and the importance of good communication in the workplace.