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SCS Nci - Lesson 1

The document discusses effective communication in the workplace. It covers the importance of communication, elements of communication like listening and body language, ways to improve listening skills such as focusing on the speaker and not being distracted, asking questions to clarify understanding, and following both written and spoken instructions carefully by reading all details and asking questions when unsure. Effective communication is important for an organization to meet its goals.

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Sarah Pamintuan
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273 views23 pages

SCS Nci - Lesson 1

The document discusses effective communication in the workplace. It covers the importance of communication, elements of communication like listening and body language, ways to improve listening skills such as focusing on the speaker and not being distracted, asking questions to clarify understanding, and following both written and spoken instructions carefully by reading all details and asking questions when unsure. Effective communication is important for an organization to meet its goals.

Uploaded by

Sarah Pamintuan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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* Lesson 1: Receive

respond to
workplace
communication
*COMMUNICATION
LO1: Follow routine spoken
Communication
messages
*is an active process in which information (including
ideas, specifications, goals, feelings, work orders,
and so on) is exchanged among two or more people.

*any verbal or non-verbal behavior which gives people


an opportunity to send their thoughts and feelings,
and to have these thoughts and feelings received by
someone else.
*Elements of
Communication

*listening
*seeking clarification
*body language
*blocking and barriers
*general attitude
*Communicating
with others
*Communication needs to be
clear and effective in order to
achieve its aim.
*Effective
Communication
*If people working together are not
able to communicate well, it can
lead to confusion, unhappiness,
frustration and annoyance.

*It can also mean that an


organization’s goals will not be met.
*Poor communication
may lead:
*time being lost because work needs to be redone
*accidents
*poor quality service and/or products
*wastage
*people feeling “left out”
*mistakes being made because instructions are not
clear
*teams not working well
*Interference with
effective listening
* Noise - it is very hard to listen in a noisy environment. 

* Temperature - if you are feeling uncomfortably hot it is hard to


concentrate on listening.

* Closeness - when a speaker is too close to you, your mind may be on


the invasion of your space rather than what is being said.

* Time - When people are tired or hurried they are less able to fully
concentrate on what is being said.

* Impatience - if you are feeling impatient and want to get away to


do other things your mind will not be concentrating on the speaker. 
*Interference with
effective listening
*Distractions - any type of distraction whether it be something
going on outside, work or personal worries tends to stop you
from paying full attention to what a speaker says.

*Attitude - if you do not like a speaker or do not like what


they are saying you may quickly tune out. 

*Lack of interest - when you are not interested in a topic it is


difficult to pay full attention.

*Thinking you - often people think they already know what is


about to be said and so they don’t bother to listen.
*Ways to improve
your listening skills
*not to allow yourself to be distracted by
anything or anybody else, always give your are:
full attention.
*show that you are listening by using positive
body language such as:
*looking at the speaker
*sitting up straight
*slightly leaning towards the speaker
*nodding as the speaker talks
*responding with appropriate facial expressions – if
you look keen and interested, the speaker will be
encouraged to talk.
*Ways to improve
your listening skills
*don’t think about what you want to say while the speaker is
speaking – listen first are:
*try not to interrupt the speaker and start talking yourself -
concentrate on listening

*give the speaker feedback so they know that you are listening, for
example: you may ask questions to get more information
* you may ask questions to check that you have understood
* you may repeat back what the speaker has been saying, e.g. “So what
you’re saying is ……”
* try to keep an open mind about what the speaker is saying you do not need
to agree with everything but it is important to listen first and then make
decisions.
* empathize with the speaker – this means trying to see the situation from
their point of view.
*Questioning
*At work we need to ask questions for many
reasons like: 
* we need to find out what to do
* we need to get information
* we need to check that we have understood
correctly
*Intension of asking
question
*Asking questions to clarify understanding.
*Asking questions shows interest, not ignorance.
*You will always need to ask questions to clarify
information and check instructions. Remember you
have a responsibility to make sure you have
understood the information correctly.
*It is much better to ask questions to make sure you
are doing the job right than to muddle on and make a
mistake. You will feel upset if you make a mistake,
especially if it could have been avoided by asking a
simple question.
If a person is giving you information or
instructions and you are not clear what they
mean, always ask questions:

*Do you mean ……?


*Where is that exactly?
*The large ones or the small ones?
*Do you want me to do right away or when I have finished
this?
When you ask a question, it is often a good idea to
repeat back the answer to make sure you have heard it
correctly.

To check that you have heard and interpreted the


message properly, put the message into your own
words and ask whether that is what they meant

For example:
* So you want me to ………
* Can I just check the details? I need to ………
* Let me see if I’ve understood properly, this goes…
* Reconfirming that you would like me to ………
Sometimes the instructions you are being
given are quite long. In this situation you
might need to interrupt to seek clarification
before the speaker moves onto the next
instruction.

For example:

* Excuse me. I don’t understand where the boxes are.


* Could you repeat that please?
* I didn’t catch the name of the item you want me to move.
Sometimes people give vague
instructions that you may want to
clarify:
* How far down there do you want me to put it?
* How many of them do you want me to bring?
* What time this afternoon do you want that done by? 
*Receiving and follow
instruction
* When you are receiving instructions from someone else, especially if
they are speaking to you:
* stop whatever else you are doing
* focus on the person speaking
* if you can, make notes about the details
* when the person has finished, tell them what you understood from
their instructions to make sure you have understood them correctly
*Receiving and follow
instruction
The instructions were not heard correctly
due to:
* too much noise around – ask to move to a quieter place
* the person not speaking loudly or clearly enough – ask them to speak
up

Not enough detail was given:


*  ask for more information – don’t assume you know what they mean
* the meaning was unclear:
*LO 2: Perform workplace
duties following written
In the workplace, written information can
take the form of:
notices
*letters
*memos
*informal notes
*faxes
*emails
*text messages
*workplace signs
*instruction manuals
*Following written
instruction
*The following points should help you to follow written
instructions in a more effective way.

*Read through all the instructions or steps before beginning the


task.

*This will give a clear picture of what the whole tasks involves

*If diagrams are provided take the time to look at them


carefully. As you work through the task check the diagrams to
make sure that your work matches the example given.
*Following written
instruction
* If you are not sure of the meaning of any words or terms take the
time to find out the correct meaning.

* Ask your workplace supervisor if you guess correctly you may find
that you cannot complete the task or that the finished task is not
done properly.

* Avoid the temptation to try to complete the task before reading all
the instructions

* Although the job may take a little longer, it will save time in the
long run as you may avoid mistakes.
*Following spoken
instruction
*Spoken instructions are generally received face to face or via
the telephone.

* The following points should help you follow spoken


instructions in a more effective way.

*When following spoken instructions, it is absolutely essential


that you listen.

*Avoid jumping to conclusions or assuming that you know how


to complete the task.
*Following spoken
instruction
*Use all your listening skills to ensure that you receive the
message accurately.

* Ask questions if you are uncertain about particular steps.

* Sometimes people are afraid to ask questions because they


think they will look stupid.

*Remember questioning shows that you are keen and interested


and it is always better to ask questions rather than make a
mistake

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