» Practical Communication Skills for the Workplace

LESSONS

• 6 WORK TALK Students learn some new words about work and compare ways in which people talk, and the language they use, in work situations and other settings.
• 8 LISTENING SKILLS Students identify the non-verbal skills involved in active listening.
• 10 I HEAR WHAT YOU SAY Students practise using listening skills in a workplace simulation and identify areas for development.
• 12 IT'S FOR YOU! Students identify the ways in which using telephones in work situations differs from using them in other situations.
• 14 LET ME EXPLAIN Students identify skills and approaches for giving instructions over the telephone.
• 16 YOU TAKE A LEFT... Students practise giving directions over the telephone.
• 18 PLEASE LEAVE A MESSAGE Students have the opportunity to practise leaving clear and appropriate telephone messages when required to do so.
• 20 WHILE YOU WERE OUT... Students learn how they can receive and convey telephone messages that are clear and contain accurate and useable information - and the skills needed to do this.
• 22 LET ME GET THIS CLEAR Students analyse the skills needed to receive and clarify instructions in the workplace.
• 24 GIVING INSTRUCTIONS Students identify the need for clarity and structure when giving instructions to others.
• 26 YOU'RE ON FIRST Students learn about the skills needed to produce a short presentation.
• 28 WRITING PRESENTATIONS Students prepare a detailed plan for a presentation and learned how to evaluate its effectiveness.
• 30 YOU HAVE A MESSAGE Students identify how memos are used in the workplace and the skills needed to write clear and concise memos.
• 32 DEAR MR BROWN Students learn to identify the main components of a formal letter at work.
• 34 HI THERE, MIKE! Students consider how informal letters can be used in business and how this differs from the use of formal letters.
• 36 YOU HAVE MAIL Students learn the purposes and procedures for using e-mail in the workplace.
• 38 DON'T SHOUT! Students identify appropriate e-mail skills and etiquette.
• 40 TAKE NOTE Students practise note-taking skills in a workplace situation.
• 42 GET YOUR MESSAGE ACROSS Students demonstrate skills analysing the messages in advertisements and produce an example of their own.
• 44 THIS IS ME Students learn to recognise the main parts of a CV, plus the skills they need to produce one, and create a simple CV for themselves.
• 46 PLEASE PAY US Students have the opportunity to identify different types of invoice, the ways they are used in work and demonstrate the skills involved in writing them.
• 48 CREDIT NOTES Students use their skills of analysis to identify reasons for using credit notes, plus the advantages and disadvantages for customers.
• 50 FAX FACTS Students have the opportunity to identify the procedures, practices, purposes and skills needed for using faxes in the workplace.
• 52 WRITING REPORTS Students use a structured approach to writing a report for use in work and identify the written communication skills they need to employ to do this.
• 54 WRITING INSTRUCTIONS Students learn the importance of being clear and concise when writing instructions.
• 56 THIS IS HOW YOU DO IT Students identify and practise skills for writing instructions - and checking them for clarity by asking someone else to follow those instructions.
• 58 STRONG WORDS Students identify the different aspects of verbal communication skills used when being assertive.
• 60 HOW AM I DOING? Students list and evidence the practical communication skills they have identified through the worksheet activities and then produce development action points.

APPENDICES

• 62 (1) TEACHER PLANNING GRID For use with the whole pack.
• 63 (2) STUDENT PORTFOLIO TRACKING SHEET For use with any of the pages.
• 64 (3) PHOTOCOPY INSTRUCTIONS For use with I HEAR WHAT YOU SAY, pages 10/11.
• 65 (4) BURGER BAR For use with I HEAR WHAT YOU SAY, pages 10/11.
• 66 (5) TELEPHONE MESSAGES For use with WHILE YOU WERE OUT..., pages 20/21.
• 67 (6) FINISH THE DRAWINGS For use with GIVING INSTRUCTIONS, pages 24/25.
• 68 (7) PRESENTATION PLANNER For use with YOU'RE ON FIRST, pages 26/27 and WRITING PRESENTATIONS, pages 28/29.
• 69 (8) MEMO MESSAGES For use with YOU HAVE A MESSAGE, page 30/31.
• 70 (9) MEMO FORMATS For use with YOU HAVE A MESSAGE, page 30/31.
• 71 (10) CUSTOMER ENQUIRY For use with DEAR MR BROWN, pages 32/33.
• 72 (11) WHO'S AT THE MEETING? For use with TAKE NOTE, pages 40/41.
• 73 (12) CV FORMAT GUIDE For use with THIS IS ME, pages 44/45.
• 74 (13) PAYMENT DUE! For use with PLEASE PAY US, pages 46/47.