2. Interest Approach  Present to the class a scenario involving a problem at a fictional company. An example might be a situation in which the wrong item has been shipped to a customer. Have students suggest methods for bringing this problem to a supervisor’s attention. Use the discussion as a means for introducing the lesson content.

3. Student Learning Objectives. Instruction in this lesson should result in students achieving the following objectives:  1 Describe the role of communication skills in the workplace.  2 Explain how to present a problem to a supervisor.  3 Identify the techniques used in requesting information from a supervisor.

4. Terms. The following terms are presented in the lesson (shown in bold italics):  empathy  people skills

5. OBJECTIVE 1: Describe the role of communication skills in the workplace.  Anticipated Problem: What is the role of communication skills in the workplace?  I. Employers emphasize the importance of strong communication skills in the workplace.

6. OBJECTIVE 1 CONT.  A. People skills are important abilities that help people work together and get along.  1. Individuals with effective people skills are sought by employers.  2. People skills are helpful in organizations because they help members unite as a group.

7. OBJECTIVE 1 CONT. 3. Traits that demonstrate good people skills include:  a. Respecting others  b. Being courteous  c. Using common greetings, such as “thank you,” “excuse me,” and “hello”  d. Commending other people for a job well done  e. Seeking advice of others  f. Recognizing different personality types  g. Communicating effectively  h. Criticizing carefully  i. Helping others feel good about themselves  j. Allowing others to make decisions  k. Having empathy (considering the needs of others)  l. Using good nonverbal communication

8. OBJECTIVE 1 CONT.  B. Working with people successfully involves the following positive characteristics:  1. Being cooperative  2. Respecting authority  3. Handling criticism positively  4. Doing quality work  5. Being enthusiastic  6. Being flexible  7. Offering compliments  8. Regularly assessing yourself

9. OBJECTIVE 2: Explain how to present a problem to a supervisor.  Anticipated Problems: How should one present a problem to a supervisor?  II. The proper handling of a problem in the workplace is important.

10. OBJECTIVE 2 CONT.  A. Before talking to your supervisor regarding a problem, certain issues should be addressed.  1. Make sure you understand the problem.  2. Decide if and when you should present the problem. a. Could it be handled by yourself and the co-worker? b. Major problems need immediate attention; minor problems can wait until your supervisor’s workload is light.

11. OBJECTIVE 2 CONT.  3. Think about what your supervisor needs to know. a. What is the goal of presenting the problem to your supervisor? b. What are the basic facts that he or she needs to know to handle the problem?  4. Think of possible solutions.

12. OBJECTIVE 2 CONT.  B. When talking or writing to a supervisor, do the following:  1. Explain the problem clearly.  2. Get directly to the point, concentrating on the facts.  3. Give opinions only if requested by your supervisor.  4. Concentrate on the problem and not on what caused the problem.  5. Focus on the solution to the problem.

13. OBJECTIVE 2 CONT.  C. After expressing your concerns to your supervisor, you should:  1. Be modest; avoid taking credit for bringing up the solution.  2. Respect confidentiality by not gossiping about a co-worker’s mistakes.  3. Do not be angry or resentful if your suggestions are not used.

14. OBJECTIVE 3: Identify the techniques used in requesting information from a supervisor.  Anticipated Problem: How should you request information from a supervisor?  III. Four steps should be followed in requesting information from a supervisor.

15. OBJECTIVE 3 CONT.  A. Plan your request.  1. Think about your audience, the purpose, and, most of all, what you want to say.  2. Do not “engage your mouth before engaging your brain.”

16. OBJECTIVE 3 CONT.  B. State your request clearly.  1. Start with an introductory statement of the problem or situation.  2. Then describe, as best as possible, the information you are requesting.

17. OBJECTIVE 3 CONT.  C. Explain your reasons.  1. Be specific as to why you are making the request.  2. Provide appropriate information.  D. Keep the request simple, short, and courteous.  1. Remember, you are requesting, not demanding, information.  2. The tone of voice is important. It should be formal and not directive.

18. OBJECTIVE 3 CONT.  E. When a request is in written form:  1. Use visual illustrations when appropriate.  2. Choose your words carefully.  3. Express yourself clearly.  4. Review the draft for punctuation, spelling, and grammar before submitting it.

19. OBJECTIVE 3 CONT.  F. When a request is done orally:  1. Listen actively.  2. Maintain eye contact.  3. Try not to interrupt any response to your request.  4. Use pauses to consider what is being said or to allow for questions.  5. Use facial expressions and gestures.

20. OBJECTIVE 3 CONT.  G. There are three types of requests: information, action, and permission.

21. REVIEW  1. What is the role of communication skills in the workplace?  2. How should one present a problem to a supervisor?  3. How should you request information from a supervisor?