1. Basic Communication Skills

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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 ?

8. 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

9. 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

10. 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)

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. s and Texts
s – 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**