This document provides an overview of effective communication skills for the plumbing industry. It discusses the importance of good verbal, written, and visual communication. It outlines key aspects of communication including listening skills, body language, types of written documents, and workplace signage. The goal is for learners to understand how to communicate clearly using various mediums so messages are understood in the workplace.
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In today’s workplace, competition is defined by limited spaces – internally, and externally by high unemployment, having the technical skills and knowledge is no longer enough for employees to excel in the workplace.
Effective communication in the workplaceDavid Giard
After 15 years in the IT industry, I've discovered that the single biggest contributor to success is effective communication. In this situation, I'll describe lessons I've learned about how to improve communication and how to increase the chance of high customer satisfaction.
What you say is often far less important than how you say it. One of the harbingers of success is understanding how nonverbal cues such as body language, dress, and demeanor affect how you are perceived and understood. In this book Arif Anis, Psychologist, personal development coach and author of 'Follow Your Dream' demonstrates how to modify your subconscious statements to your greatest advantage and also read what other people are 'saying' nonverbally. These skills will increase your ability to accurately assess moods, decode behaviors, anticipate problems, avoid hidden pitfalls, influence negotiations, and understand the secret motivations of those around you.
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Interactive communication powerpoint
1. Get Ready to Communicate!
CPCPCM2002A Welcome to Carry out
interactive workplace communication.
This is a very important part of
Plumbing!
2. CPCPCM2002A
Carry out interactive
workplace 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.
3. 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
4. Where do we use
Communication?
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.
6. 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.
8. The Communications Process
Encoding
◦ This is the process of transferring the
information you want to communicate.
9. 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.
10. The Communications Process
Decoding
◦ This is the way the receiver of your
conversation works to understand what
you’re saying.
12. 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.
13. 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!
14. What is Good
Communication?
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
15. What is Good
Communication?
Avoid slang language, abbreviations
or acronyms. Here’s a good example
of bad slang!
http://www.youtube.com/watch?v=LmOKwjgYcG4
Group discussion:
◦ What did the faces of the new staff say?
◦ What did the OHS representative do
wrong?
16. 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.
17. What is Good
Communication?
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
18. What is Good
Communication?
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.
19. 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!
20. Body Language at Work
Good posture is important!
Lean forward and show you are
engaged in the discussion or person.
Keep eye contact.
22. Body Language at Work
Try not to cross your arms or legs,
It is perceived as a defensive and
shows a lack of interest.
23. Body language at Work
Talk and Gesture using your hands
Do it with confidence and in a
controlled manner
24. Body Language at Work
Try to avoid pointing directly at
someone,
Staring for long duration or fidgeting,
It can make other feels uncomfortable.
25. 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.
26. 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
27. 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
28. 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.
29. 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.
30. 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.
31. 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.
32. How to be a Good Listener
Remember:
LOOK at the person who is talking.
LISTEN, and don't interrupt.
ASK questions to find out more.
NOD, or say something to show you
understand.
REPEAT what you heard in your own
words.
33. 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.
34. Summary
Remember: The communication
process is complete once the receiver
has understood the message of the
sender.
Every good conversation
starts with good listening.
35. Now you’re a good
Communicator!
Conclusion
Complete the Learner Quiz
Next: Written Communication!
37. 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!
38. 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!
39. 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.
40. Where do we use written
language?
Documents
TAFE - workbooks
Taking job instructions
Taking lunch orders!
Order forms
Time sheets
Phone messages
41. Written Language
Be 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.
42. Activity 1 – Case Study
Record accurate message
Here’s a tip on taking good phone
messages
http://www.ehow.com/video_4401591_
taking-good-phone-messages.html
45. 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.
46. The written word
Examples of text & online abbreviations:
2EZ = Too easy
2M2H = Too much too handle
SOZ = I’m sorry
CYA = See you later
UR = Your
47. 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.
48. 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
49. 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?
50. Writing a document
As 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.
51. Writing a document
Do 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.
52. Writing a document
Do 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.
53. Writing a document
Do 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’
54. 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.
58. What is Visual
Communication?
Body Language and workplace signage are two
types of visual communication you will
experience without conversation in the
construction industry.
59. Where do we use Visual
Communication?
At the workplace / on site
In TAFE
Sending messages
Giving feedback
With other trades
At times when noise is too loud to talk
60. Visual Communication and
OH&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?
61. 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
62. Signs
Eye protection must be
worn on this site
(Blue & White indicate PPE)
No alcohol is permitted
on site
(Red circle with slash indicates
Item is prohibited)
63. 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.
64. Signs
This sign is telling you that NO
DIGGING is permitted. By hand
(shovel) or machine.
65. Signs
This sign is saying NO pedestrian
access is permitted.
66. Signs
Signs are there to assist and inform
workers at all times.
67. 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 forbidden
Note the red foreign sign alerting to the universally understood symbols.
68. Activity 1 – Visual Signs
On the handout, in your own words
what do you think the signs say?
74. 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
75. Body language
Other 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
76. Body language
Other 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
77. 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.
78. 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.
80. Now you’re the best
Communicator!
Conclusion
Complete the Learner Quiz
WELL DONE! You should now be able
to describe what is interactive
communication and the importance of
good communication in the workplace.