1. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 0 Basic Communication Skills Module 00107-09

2. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 1Objectives Upon completion of this module, you will be able to: 1. Interpret information and instructions presented in both verbal and written form. 2. Communicate effectively in on-the-job situations using verbal and written skills. 3. Communicate effectively on the job using electronic communication devices.

3. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 2Performance Tasks 1. Fill out a work-related form supplied by your instructor. 2. Read instructions for how to properly don a safety harness, and orally instruct another person to don the apparatus. 3. Perform a given task after listening to oral instructions.

4. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 3 Figure 1 The communication process. Some of your most important tools on the job will be your ability to read, write, listen, and speak.

5. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 4

6. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 5

7. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 6

8. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 7

9. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 8

10. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 9

11. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 10 When we try to communicate, a lot of things – called noise- can get in the way.

12. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 11 Examples of “noise” The sender uses work related words, or jargon that the receiver does not understand. The sender does not speak clearly The sender’s written message is disorganized or contains mistakes The sender is not specific The sender does not get to the point The receiver is tired or distracted or just not paying attention The receiver has poor listening or reading skills Actual noise on the construction site makes it hard to hear a message There is a mechanical problem with the equipment used to communicate, such as static on a phone or radio line

13. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 12 ARE YOU A GOOD LISTENER? Paying attention prevents accidents – Many accidents are the result of not listening to, or understanding, instructions. For example, according to a study by OSHA, over a 10-year period, 39% of crane operator deaths resulted from electrocution caused by contact with electrical power lines. This was the single largest cause of death in the study. How many of those accidents could have been prevented if the operator had paid attention to safety instructions before climbing into the cab? Do you want to become a statistic?

14. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 13 ACTIVE LISTENING You have to be involved and paying attention to really listen. Understanding comes from active listening. First you need to understand the possible consequences of not listening. Poor listening skills cause mistakes the cost time and money. Stay focused – do not let your mind wander. One way to do this is to maintain eye contact with the person who is speaking. Make sure your mannerisms show that you are paying attention. Nod you head If you do not understand something such as a trade term or if something is not clear – ask questions Take notes to help you remember better. At the end, summarize everything you heard back to the speaker. You will find out immediately if you misunderstood something.

15. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 14

16. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 15

17. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 16

18. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 17 BARRIERS TO LISTENING Emotion – When you are angry or upset, you stop listening (teachers and students mess up on this one) Try counting ten or asking the speaker to excuse you for a minute. Calm down! Boredom – Maybe a speaker is dull or overbearing. Maybe you think you know it all already. There is no easy tip for overcoming this one. You have to force yourself to stay focused. Keep in mind that the speaker has important information that you need to hear. Distractions – Anything can steal your attention. If the problem is noise, ask the speaker to move away from it. If a personal problem is keeping you from listening, concentrate harder on staying focused. Your ego – Do you finish peoples sentences for them? Do you interrupt a lot? Do you think about what you are going to say instead of listening?

19. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 18 10 STEPS TO ACTIVE LISTENING Maintain eye contact Do not allow yourself to be distracted Ask questions at appropriate times Take notes End a conversation by summarizing what you have heard Nod your head to show that you are listening Recognize that people have valuable contributions to make Recognize the importance of understanding and following instructions on safety Never interrupt other people while they are speaking Put aside your own thoughts, feelings, and opinions when listening

20. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 19 Figure 3 Listening skills self-assessment.

21. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 20 Figure 4 Speaking skills self-assessment.

22. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 21 Speaking On the Job Effective listening on the job depends on effective speaking. After all, how can you be expected to understand what has not been made clear to you? Which would you like to hear if you were the listener? “Hand me that tool there.” “Hand me that grinder on the bench.” “Hand me the 4 inch grinder that’s on the bench behind you.”

23. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 22 When Speaking on the Job…. Think about what you are going to say before you say it. As with writing, take time to organize your topics logically Choose an appropriate place and time. For example, if you need to give detailed assembly instructions to your team, pick a quiet place, and do not hold the meeting right before lunch. Encourage listeners to take notes if necessary. Do not over-explain if people are already familiar with the topic. Always speak clearly and maintain eye contact with the person or people you are speaking to. Never talk on the phone, text message, or listen to music while communicating with the work crew. It’s unprofessional When using jargon, be sure that everyone knows what the term means. Give listeners enough time to ask questions and take the time to answer questions thoroughly. When you are finished, make sure that everyone understands what you were saying.

24. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 23 Non-Verbal Communication

25. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 24 Effective Speaking Con’t An important attribute of an effective speaker is the ability explain and simplify complex topics.

26. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 25 PLACING TELEPHONE CALLS WARNING: Never make or receive telephone phone calls or texts while driving heavy equipment. Not only is it extremely dangerous, it is also illegal in many states. When you speak to people face to face, you can see them and judge how they react to what you say. When you are on the phone. You don’t have these clues. Effective speaking is all the more important in such cases. When making a call: Start by identifying yourself and ask who you are speaking to. Speak clearly and explain the purpose of your call. (you may ask if they have time to talk) Take notes to help you remember the conversation. A follow- up email is sometimes helpful. If you leave a message for someone: Keep it brief. Prepare the message ahead of time so you will know what to say Be sure to leave a number where you can be reached and the best time to reach you.

27. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 26 RECEIVING TELEPHONE CALLS How you answer is just as important as how you place a call. Remember to be professional and courteous. You don’t know who is going to be on the other end of the line. Don’t just say “hello”. Identify yourself immediately by giving your name and the company name. Don’t keep people on hold. People resent it. Instead, ask the caller if you can call back at a later time. Transfer calls courteously and introduce the caller to the recipient. Keep your calls brief. Finally, never talk on the phone in front of co-workers, supervisors, or customers. This is rude and unprofessional. Maintain a sense of humor! A good sense of humor will get you through many situations. As a construction professional, you should always take yourself seriously. This means speaking well and conveying the proper professional attitude. However, your listeners will always appreciate you more if you show them that you have a sense of humor. Remember though to never tell off-color of offensive jokes or play practical jokes.

28. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 27 Did you know…….. Communication is culturally diverse. Our experiences and surroundings, along with context, individual personality and mood help to form the ways we learn to speak and give nonverbal messages. For instance, in Europe, the correct form for waving hello or goodbye is to keep your hand and arm stationary, palm out, with the fingers moving up and down. In Europe, the common American hand gesture for a wave means “no”, and in Greece it is considered an insult.

29. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 28 READING ON THE JOB Safety instructions Construction drawings Specifications Manufacturer’s installation instructions Emails Etc. Tips to read more effectively…. Always have a purpose in mind when you read Slow down and concentrate on what you are reading. Technical publications often have complex details. Special features in books that help you locate information include tables of contents, indexes, and glossaries. When reading instructions or a series of steps, you should read the directions completely.

30. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 29 Supplemental Art

31. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 30 Supplemental Art

32. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 31 Supplemental Art

33. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 32 WRITING ON THE JOB At this stage in your career you will probably do more reading that writing on the job. An important practice in writing to avoid errors that can cost time and money is accuracy! Accuracy is especially important in construction. When writing, ask yourself the following questions: Have I identified myself to the reader? Have I said why I am writing this? Will the reader know what to do and, if necessary, how to do it? Will the reader know when to do it? Will the reader know where to do it? Will the reader know whom to call with questions?

34. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 33 The 5 C’s Complete Clear Concise Correct Considerate or the reader. To make sure your points are understood in an email, you can write in a concise format using bulleted or numbered items. With email, nonverbal communication is lost and your message must be carefully composed to avoid being misunderstood by the recipients

35. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 34 Supplemental Art

36. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 35 Figure 14 A hot work permit is a typical written product in a construction project. (1 of 2)

37. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 36 Figure 14 A hot work permit is a typical written product in a construction project. (2 of 2)

38. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 37 Sample Form 1

39. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 38 Sample Form 2

40. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 39 Supplemental Art

41. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 40 Supplemental Art

42. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 41 Supplemental Art

43. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 42 Supplemental Art

44. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 43 Supplemental Art

45. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 44 Supplemental Art

46. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 45 Supplemental Art

47. Copyright © by NCCER, Published by Pearson Education, Inc. Core Curriculum Module 00107-09 National Center for Construction Education and Research Slide 46 Supplemental Art