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B417 ws three v02 student version 0.2
- 1. Professional Attitudes and Behaviours Workshop 3
- 2. Recap on workshops one and two - In workshop one we looked at: - The course overview - The Commission - Business Analysis - In workshop two we looked at - Time Management - Project Management
- 3. Workshop 3 Communication Skills and Interpersonal Behaviour Workshop 2 Time and Project Management Workshop 4 Team Working Workshop 1 The Commission Module overview Business Analysis Workshop 5 Report Writing Presentation Skills Workshop 6 (10% of final mark) Preliminary team presentation on Workshops 1 – 5 Communications Project Management Business Analysis Video reflection (40% of final mark) Individual Video reflection of the course Workshop 9 Customer Relationship Management Preparation for Board Paper Workshop 7 Preparation for Charitable Activity PAVE fundraising activity Workshop 8 (20% of final mark) Observed Online Charitable Activity Workshop 10 (30% of final mark – 20% group 10% individual) Team Presentations to Client Board Based on Board Paper W/C 3/11 Assessable content 500 word Group Board report submitted
- 4. Communications Skills How do people communicate in the world of work? What are the key attributes of effective communication? Does everybody like to be communicated with in the same way?
- 5. Questioning skills I KEEP six honest serving-men (They taught me all I knew); Their names are What and Why and When And How and Where and Who. (you can also add ‘which’) Rudyard Kipling – the elephant’s child What is important about these words when used as part of a question?
- 6. Listening skills Why are listening skills important?
- 8. Effective use of questioning and listening Open questions Listen Pick up key words Gain more information Probing questions Listen Closed questions to Affirm understanding Summarise
- 9. The four Ps and 5 Q’s of communication The 4 Presentation P’s The 5 Listening Q’s PURPOSE – Why we have to do this How is this relevant to me? PICTURE – What it will look and feel like when we reach our goal What are the consequences? PLAN – Step by step, how we will get there What tools and resources are available? PARTICIPATE – What you can (and need to) do to help us get there What specifically do you want me to do? What’s in it for me?
- 10. Exercise in communication using the 4 Ps In your groups You are the head of a busy sales team You have decided to take your team away for an away day Teams A: produce an email Team B: produce a speech To convey this message to your team Consider what objections there might be and how you will overcome them You have 15 minutes to complete the task
- 11. Presenting • Everyone gets nervous • Be authentic • Speak slowly – pauses are fine • Your audience can read (so you don’t have to)! • Don’t be static • Imagine you are about to tell your audience something wonderful
- 12. Body language
- 13. Which one is it? Timidly Enthusiastically Angrily Professionally Softly Extravertedly Cautiously Offensively Thoughtfully Thoughlessly Secretively Unhappily
- 14. FREEZE!!
- 15. Office etiquette (that’s manners to you!) Do’s and don’t’s in the office How many can you come up with? In your groups
- 16. Here are a few - Treat people with respect - Wear appropriate clothing and wear it properly! - Don’t sneeze over people - Look after your personal hygiene - Please, thank you and you’re welcome - Avoid inappropriate comments or jokes - Don’t blame someone for your mistakes - Keep time - Be respectful of other peoples’ space` - If you cannot attend a meeting send an apology in advance - Don’t interrupt when someone is speaking
- 18. Over to you … Use the remainder of the time to work on your commissions – consider how you can include some of the things you have learnt into your interim presentations
Editor's Notes
- This slide shows all the various techniques that you can use to demonstrate that you really are listening to someone – go through some of them and explain what they mean for example: Open questions: Who what where when who – and only occasionally why which can sound a little aggressive Avoid prejudice: Don’t make your own judgement on what they are going to talk to you about Reflect: reflect back your own feelings on something they have said ‘oh, how lovely’, ‘I’d have found that very difficult’, ‘you must have been really excited’ etc Probe: Ask questions to take you deeper into the situation ‘what did you do next?’, ‘go on …’ Avoid interruption/distraction: keep focused on the narrator Observe non verbal behavious: and try to match it – If they sit forward, you sit forward etc Signal encouragement: nods, smiles, ‘oh, yes go on’ Listen for feelings ‘I’m not surprised you were scared/happy/quiet etc’ Show interest: Sit forward, upright, look at the other person, don’t yawn! Summarise: at the end, try to sum up what you have heard ‘so what you’re saying is…’