Basic Communication Skills

Communication The ability to read, write, listen, and speak are tools that you will need on your job. Good communications result in a job done correctly and safely Listening – boss tells you something to do Speaking – train co-workers Reading – read instructions or plans Writing – write a supply list

Communication Process Two basic steps to the process First – a sender sends a spoken or written message through a communication channel to a receiver – when the receiver gets the message they figure out what it means by listening or reading – if anything is not clear, the receiver gives feedback by asking the sender for more information

This is called two-way communication It is the most effective way to communicate and make sure everyone understands what is going on When communicating, NOISE, can get in the way

Examples of communication noise Sender uses work related words or jargon the receiver does not understand Sender does not speak clearly Sender’s message is disorganized or has mistakes Sender is not specific Sender does not get to the point Receiver is tired, distracted, or not paying attention

More examples of noise Receiver has poor listening or reading skills Actual noise around that makes it hard to hear the message Using electronic equipment and there is static or an equipment problem

Nonverbal Communication Communication that does not use words For expressing attitudes and emotion, nonverbal communication is very powerful Grooming – good appearance = more success, messy = incompetent and not responsible Dress – appropriate and neat Condition of personal equipment – things laid all around = sloppy work ethic = character ?

Nonverbal communication Use of time – show up on time = respect and care, late = lazy Facial expressions – smile = interest, frown = displeasure, expressionless = boredom – Eyes – direct eye contact = interest and understanding, lack of eye contact = inattention, lack of confidence, too much eye contact can initiate a challenge

Nonverbal Posture and gestures – slouching = sloppy, folding arms = distant and unwilling to talk Physical distance – depending on the culture, let the more powerful person choose the distance

Listening and Speaking Skills Verbal teaching and learning – giving and taking instructions(you tell, someone does), offering and listening to presentations (training), participating in team discussions (safety, ..), Talking with co-workers and supervisor (listen, think before you speak), talking with clients (listen and think)

Active listening on the job Real listening is an active process, not just hearing what is said, but understanding what is said Poor listening can cause mistakes Don’t be distracted One way to stay focused is to show it with proper body language End conversations by paraphrasing what you heard

Barriers to Listening Emotion – humans tend to stop listening actively when angry or upset Boredom – dull, overbearing, you think you know it all already Distractions – noise, problems at home Your ego – tone it down – don’t interrupt

Speaking on the Job Think before you speak Tell what you are going to do – details – paraphrase Organize your ideas Choose the right place and time Encourage listeners to take notes Don’t over-explain

Speaking on the job Speak clearly, maintain eye contact Don’t talk on the phone, text, or listen to music while communicating Make sure people know the jargon if you use it Give listeners time to ask questions and take time to answer questions When finished – make sure all understands

Phone Calls Don’t make or receive personal calls while working – wait until break Don’t use phone when it can cause a safety hazard – machines, tools, vehicle Be aware of regulations Tell who you are and find out who you’re speaking to Speak clearly – explain purpose

Phone calls Take notes Leaving a message – keep it brief, prepare your message, leave a number Don’t just say hello – identify yourself and company Don’t keep people on hold too long – call back if you can

Phone calls Transfer calls courteously and introduce Keep calls brief Don’t answer personal calls Don’t talk on the phone in front of co-workers, supervisors, or customers

Reading and Writing Must be able to read and write – routine paperwork, construction drawings, building codes, instructions, work orders, signs and labels, materials lists Writing – be clear, be concise, be correct, be complete, be considerate of the reader

Emails and Texts Emails – no the normal way to communicate, usually provide information quickly, can be stored permanently, easily replicated, may not be as private as paper copies or phone calls, do not include sensitive info, they can represent a binding agreement Texts – immediate form of communication, usually short messages, must be clear and accurate **proofread**