1.Get Ready to Communicate! CPCPCM2002A Welcome to Carry outinteractive workplace communication.This is a very important part of Plumbing!

2. CPCPCM2002ACarry out interactiveworkplace communication By the end of this session you shouldbe able to describe what is goodverbal, written & visual communicationand the importance of goodcommunication in the plumbingindustry. 3. What is Communication? Communication is the activity ofconveying meaningfulinformation, communication requires asender(also called a source), a message, andan intended recipient (also called areceiver). The communication process iscomplete once the receiver has 4. Where do we useCommunication? With employers and co workers With teachers and fellow students To customers and clients To suppliers and other trades The secret to good communication isgood listening! In the Plumbing Industry we use Communication everywhere. 5. The Communications Process Communication has stages: 6. The Communications Process Source (YOU! The Sender) As the source of a message you need tobe clear about why, and what you want toCommunicate. 7. The Communications Process Message The message is the information you wantto communicate 8. The Communications Process Encoding This is the process of transferring theinformation you want to communicate. 9. The Communications Process Channel Messages are conveyed throughChannels, through verbal (face toface, phone) and written (emails, textmsg) and visual (hand signals) Allmethods of communication. 10. The Communications Process Decoding This is the way the receiver of yourconversation works to understand whatyoure saying. 11. The Communications Process Receiver. Who youre trying to communicate with. 12. The Communications Process Feedback The way the receiver indicates they haveunderstood the message, this can be byverbal and nonverbal reactions. Feedback isvery important to make sure the receiver hasunderstood the message. 13. Effective Communication Is Vital for Industry Is important between workers, Between Organisations & Between Customer & Company Is valuable Feedback Is a must for any Instructions Is essential in OH&S and SAFETY! 14. What is GoodCommunication? Clear, calm and understandable talk Dont cover mouth with hands Keep eye contact when talking It helps the listener understand, theirfacial expressions will tell you if they dont! Keep eye contact when LISTENING Important so you can understand themessage 15. What is GoodCommunication? Avoid slang language, abbreviationsor acronyms. Heres a good exampleof bad slang!http://www.youtube.com/watch?v=LmOKwjgYcG4Group discussion: What did the faces of the new staff say? What did the OHS representative dowrong? 16. Activity 1 Read & complete the case study about Bob & John and discuss with another student what both Bob & John could have done better.Group Discussion. 17. What is GoodCommunication? Experts say that communication iscomposed of different methods:words, voice tone and non-verbalclues. According to research, in aconversation: Words are 7% effective Tone of voice is 38% effective Non-verbal clues are 55% effective 18. What is GoodCommunication? Our tone we use when communicatingis very important, a calm tone alwaysis best. Your gestures and body language arealso vital in conveying messages. 19. Body Language at Work Its always good to put those aroundyou at ease and maintain interest.. The following tips help people usebody language to an advantage! 20. Body Language at Work Good posture is important! Lean forward and show you areengaged in the discussion or person. Keep eye contact. 21. Body Language at Work 22. Body Language at Work Try not to cross your arms or legs, It is perceived as a defensive andshows a lack of interest. 23. Body language at Work Talk and Gesture using your hands Do it with confidence and in acontrolled manner 24. Body Language at Work Try to avoid pointing directly atsomeone, Staring for long duration or fidgeting, It can make other feels uncomfortable. 25. Body Language at Work When you get information from others; Respond to the body language givenoff by others. Use the signs they give as an aid tounderstand how they are feeling totailor your response. 26. Clear Communication Clear communication is also veryimportant for Good Communication. Good listening is essential Being In the Moment is a key forClear Communication 27. Clear Communication By being In the Moment, we becomeopen and flexible to change We become prepared for what everhappens Being prepared allows us to besuccessful and productive 28. Clear Communication The three Cs Communicate to the other person sothey feel: Comfortable Confident, and in Control Remember the key to Good Communicationis LISTENING. 29. Tips for Good Listening Focus and give your FULLATTENTION, dont look out thewindow or at what else is going onaround you. Let the speaker finish before youbegin to talk, interruption looks likeyou arent really listening. 30. Tips of Good Listening Let yourself finish listening before youbegin to speak. Listening is hard if youa busy thinking about what you wantto say next. Listen for main ideas. The main ideasare the most important points thespeaker wants to get across. 31. Tips for Good Listening Ask questions, especially if you are not surewhat the speakers has just said. Give feedback. Repeat back to them in yourown words what you heard, also good bodylanguage will tell the speaker that you arelistening. 32. How to be a Good ListenerRemember: LOOK at the person who is talking. LISTEN, and dont interrupt. ASK questions to find out more. NOD, or say something to show you understand. REPEAT what you heard in your own words. 33. Activity 2 Oh, is that what yousaid.. Chinese whisper activity. One person is to read an original sentence(provided by the teacher) and repeat it quietlyto the person next to them. The processcontinues until it is told to all students, and thelast student writes the sentence on the whiteboard. 34. SummaryRemember: The communication process is complete once the receiver has understood the message of the sender. Every good conversation starts with good listening. 35. Now youre a goodCommunicator! Conclusion Complete the Learner Quiz Next: Written Communication! 36. CPCPCM2002ACarry out interactive workplace WRITTEN COMMUNICATION 37. Written Communication During this session we will talk aboutdifferent types of writtencommunication that could apply to thePlumbing industry. As an apprentice it is very importantthat all written communication iscorrect! 38. What is Written Communication? Written communication is writtenlanguage. When you write, keep in mindyou are writing to be understood. If your readers fail to get your messageyou have wasted your time and theirs! 39. What is Written Communication? Your objective must be to get yourmessage across as clearly and quicklyas possible. You do this by writing in plainENGLISH. 40. Where do we use writtenlanguage? Documents TAFE - workbooks Taking job instructions Taking lunch orders! Order forms Time sheets Phone messages 41. Written LanguageBe aware that in the plumbing industry you have to combine spoken language (covered in session one) and written language to make your instructions clear and understandable to the other person. 42. Activity 1 Case StudyRecord accurate message Heres a tip on taking good phonemessages http://www.ehow.com/video_4401591_taking-good-phone-messages.html 43. Activity 1 Case StudyRecord accurate message 44. The written word 45. The written word DO NOT use text or onlineabbreviations in a message at work. Lets take a look at some of the 1,351online chat and text messageabbreviations that are used everydayby people. 46. The written wordExamples of text & online abbreviations: 2EZ = Too easy 2M2H = Too much too handle SOZ = Im sorry CYA = See you later UR = Your 47. The written word Remember, DO NOTuse any text or onlineabbreviations in awritten message ordocument in theworkplace. Doing socan lead to anenormousunderstandingproblem for thereceiver of yourmessage. 48. The written word Heres a list of whatabbreviations areused indiscussion, and arenot suitable forwritten messages atwork! http://www.youtube.com/watch?v=ffqzajg4keA 49. Activity 2 WT#?? In pairs, one student write down whatthey got up to on the weekend withas much slang and chat abbreviationsas possible! Hand it to the other toread. Can the receiver read you back yourmessage? 50. Writing a documentAs a guide, write your document: In a logical order, e.g. from the leastimportant to the most important orvise versa. In short sentences, with one main ideato a paragraph. 51. Writing a documentDo not obscure your meaning by using: Ambiguities; e.g. I put the pipe benderin the truck that had been damaged; Clichs; e.g. Some spat the dummywhen you mean someone becameupset. 52. Writing a documentDo not obscure your meaning by using: Tautologies; e.g. lineal meters whenyou mean meters, or on the ladderwhen you mean climb up the ladder. Slang; e.g. mud when you meanmortar or snake when you meandrain cleaning machine. 53. Writing a documentDo not obscure your meaning by using: Technical terms; when you are writingfor non-technical readers, e.g. Place a 100mm, 20 mpa slabwith F72 mesh when you just meanPour a concrete plinth 54. Writing a document Jargon, slang and technical terms may alsobe referred to as metalanguage; if usedwith persons new to the industry or notfamiliar with them, these terms may beconfusing and their meaning may be lost. 55. SummaryRemember: The communication process is complete once the receiver has understood the message of the sender. 56. Now youre an even betterCommunicator! Conclusion Complete the Learner Quiz Next: VISUAL Communication! 57. CPCPCM2002ACarry out interactive workplaceVISUAL COMMUNICATION 58. What is VisualCommunication?Body Language and workplace signage are twotypes of visual communication you willexperience without conversation in theconstruction industry. 59. Where do we use VisualCommunication? At the workplace / on site In TAFE Sending messages Giving feedback With other trades At times when noise is too loud to talk 60. Visual Communication andOH&S Signs are a large part of theConstruction Industry and is veryimportant that every worker knowshow to read the signs. Has everybody seen this sign? What does it say? 61. Signs Everywhere in the Plumbing industryyou will see signs. Some of the signsyou will encounter have words andimages the images are essential forpeople with English as a second language. Hearing protection mustbe worn on this site 62. Signs Eye protection must beworn on this site(Blue & White indicate PPE) No alcohol is permittedon site(Red circle with slash indicatesItem is prohibited) 63. Signs Some signs, like the no smoking signneed no words to get the messageacross.Just like these: This sign is sayingDrinking the water isPROHIBITED. 64. Signs This sign is telling you that NODIGGING is permitted. By hand(shovel) or machine. 65. Signs This sign is saying NO pedestrianaccess is permitted. 66. Signs Signs are there to assist and informworkers at all times. 67. Signs Sign colours have meaning: Blue & White is PPE / Site Safety , each sign says its message Green & White is Site and First Aid Information Yellow & Black is Danger / Warning information Red circle with slash is the action displayed underneath is forbiddenNote the red foreign sign alerting to the universally understood symbols. 68. Activity 1 Visual Signs On the handout, in your own wordswhat do you think the signs say? 69. Visual communication andbody language What do you think this man is sayingthrough body language? 70. Body Language Body language and the signs that canbe given are often used in theplumbing industry to communicate. 71. Body Language 72. Body Language 73. Body Language 74. Body Language Be alert to the messages conveyed bypeoples bodies.Specific hand signals are used to guide: Crane operators Surveyors Truck drivers Excavators Dogman signalling 75. Body languageOther workers may use hand or body gestures to tell you, what do you think the gestures are? Watch out for danger Stop what youre doing Stay where you are Get out quickly Watch out above or below you 76. Body languageOther workers may use hand or body gestures to tell you: Watch out behind you Lift or lower something in unison go over there or come over here Come and help quickly 77. Body language Facial expression may tell you if anotherworker is: Concentrating In difficulty Confused, happy or angry Frightened, in pain or ill Other workers body movements mayindicate that they are in trouble or arestruggling and need assistance. 78. Activity 2 Body Signs In pairs stand 5 meters apart. Usingbody language one ask the other tomove closer, go back, closer, stop,turn left ect until closer, then swaproles and use body language to askthe other to move back, using thesame signs. 79. SummaryRemember: The communication process is complete once the receiver has understood the message of the sender. 80. Now youre the bestCommunicator! Conclusion Complete the Learner QuizWELL DONE! You should now be able to describe what is interactive communication and the importance of good communication in the workplace.