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ican cert 1 esd ­ consolidate oral/signed communication skills -1-

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consolidate verbal/signed communication skills tafe sa code nominal hours unit descriptor the focus of this unit is to consolidate the learner s skills and knowledge necessary in communicating within a community education or vocational context caaey 30 application of unit this unit applies to learners wanting to develop verbal communication skills for self employment education and/or community participation it provides learners with the opportunity to identify and develop appropriate communications strategies when seeking and/or giving information at reception counters making appointments and maintaining extended casual conversations it will consolidate communication skills already gained and should ensure the learner has the necessary skills to achievement level 2 of the acsf indicators of competence in verbal/signed communications see australian core skills framework levels of performance for more detail http deewr.gov.au/skills/programs/litandnum/acsf/pages/default.aspx to enhance the outcomes for learners it is recommended that this unit be taught concurrently with other units at this level and that assessments include both integrated and stand alone tasks to achieve competency in this unit young people need to be able to communicate with others in a range of predictable situations to gain and give information and engage in an extended conversation with 1 ­ 4 others young people need to demonstrate open listening/attending skills clarify ambiguous messages interpret verbal/non-verbal messages determine the intent of the message ican cert 1 esd ­ consolidate oral/signed communication skills -2-

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interpersonal skills demonstrated include extending discussions expressing opinions respectfully identifying strength of emotions when communicating extend conversations express own opinion appropriately critical aspects for assessment and evidence required to demonstrate competency in this unit competence will be demonstrated through holistic and simulated/real life tasks rather than a specific individual assessment for each concept this unit of work is set out as a series of explicit tasks that require the facilitator to lead young people through as well as independent learning tasks it contains a range of opportunities to assist the young person to meet the performance criteria see checklist competence is demonstrated through holistic and simulated/real life tasks rather than a specific individual assessment for each concept authentic communication opportunities may include interviews with case managers making appointments and other phone conversations taking messages and relaying them joining in group conversations/discussions conflict resolution conversations context of and specific resources for assessment a range of assessment strategies are required to demonstrate competency of this unit including observation group work comprehension questions presentation in group discussions peer/self assessment consistency of performance this unit of competency must be assessed over a period of time in order to ensure consistency of performance over the range statements and contexts ican cert 1 esd ­ consolidate oral/signed communication skills -3-

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consolidate oral signed communication skills certificate 1 education and skills development compulsory unit name performance criteria participate in brief interactions in a range of everyday situations 1.1 demonstrate open listening/attending skills 1.2 clarify ambiguous messages 1.3 interpret verbal/signed and non-verbal messages as they were intended 1.4 respond appropriately to a variety of messages 1.5 pass information to a 3rd party accurately participate in an extended conversation in everyday situations 2.1 apply listening/attending skills in various situations 2.2 determine the intent of the message 2.3 extend the discussion by adding information and asking questions 2.4 exhibit appropriate turn taking behaviour 2.5 express own opinion appropriately 2.6 demonstrate respect for the opinion of others while agreeing or disagreeing 2.7 identify the impact of own and others feelings and emotions when communicating result achieved not yet achieved date completed student signature assessor name signature tafe id number date assessed wpa initial ican cert 1 esd ­ consolidate oral/signed communication skills -4-

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consolidate oral/signed communication skills observation checklist name observation listens to and can follow instructions asks questions to check meaning seeks information in less familiar situations is aware of body language and can interpret the non-verbal signals can share information with others accurately greets and farewells people appropriately initiates a conversation with someone takes turns in a conversation asks appropriate questions to extend the conversation provides own opinion respects the opinions of others ­ even when it is not their opinion shows awareness of own body language when communicating identifies the emotions and feelings of other in a conversation observations need to occur over a period of time and demonstrated on 2 separate occasions date initials date initials ican cert 1 esd ­ consolidate oral/signed communication skills -5-

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setting the scene the power of words check out the following clip on you tube http www.youtube.com/watch?v=hzgzim5m7ou it s not just what we say ­ it is how we say it that is important group discussion what is communication come up with a definition of what you think communication is why do we need to communicate write down some reasons you can think of brainstorm and make a list of all the different ways we communicate think about direct communication e.g chatting and indirect communication e.g sms facebook newspapers etc ican cert 1 esd ­ consolidate oral/signed communication skills -6-

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what makes a good communicator for some people good communication comes naturally and easily and for others being a good communicator is quite hard work and can be challenging most good communicators have certain characteristics in common have a think about the things that make people effective communicators survey some other people as well and see if you can come up with a list of ideas record this info here or get creative and make a poster here are some ideas to get you started make eye contact active listening appear attentive while the other person is talking don t interrupt speak in complete sentences talk in a clear voice at the appropriate volume don t sound bored or arrogant get to the point without dragging it out too long think before you speak what to do if you don t understand someone sometime people say things to us that we don t understand think about a time when this has happened to you and record below ican cert 1 esd ­ consolidate oral/signed communication skills -7-

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how did you feel what are some strategies we can use when we don t understand the message keep in mind there are some good strategies and some not so good strategies have a go at thinking of both strategies to use if you don t understand what someone has said eg ignore it ­just let it go possible consequences of using this strategy miss out on something important think about the consequences for each of the strategies you have identified with a highlighter highlight the strategies that would work best to ensure you get the message right ican cert 1 esd ­ consolidate oral/signed communication skills -8-

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verbal and non-verbal have you ever made an instant judgment about a person without ever speaking to the person or hearing what they are saying can you tell when people are worried afraid or angry just by looking at them this is called non-verbal communication research suggests that very little of our communication is actually verbal about 93 of the information we give and receive is actually nonverbal non-verbal communication non-verbal communication can be more powerful than verbal communication it can contradict or undermine verbal communication you can tell how well someone is receiving your message by watching for non-verbal signals it is important to realise that non-verbal communication is sometimes strongly connected to culture and gender and that the same signal can carry different meanings when coming from different people when you are unsure of what someone is communicating it is always best to ask for clarification five parts to non-verbal communication there are five main channels for non-verbal communication posture/stance gestures eye contact facial expressions and vocal qualities use of voice the following are a few examples of types of communication in each of the categories posture slouching can suggest boredom leaning forward can suggest interest and openness etc gestures clenched fists suggest anger fidgety hands can suggest nervousness eye contact avoiding eye contact can suggest lack of self-confidence looking downward suggests shame direct eye contact suggests confidence facial expressions aside from the obvious smiles frowns etc facial expressions can hide the true intention of the message vocal qualities raising the volume of your voice can suggest anger mumbling can suggest lack of self-confidence speaking overly slowly and deliberately can communicate that you think the other person doesn t understand you ican cert 1 esd ­ consolidate oral/signed communication skills -9-

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write down some examples of verbal and non-verbal communication that you have observed verbal non-verbal it s important to be aware of nonverbal messages so we can avoid sending and receiving unintentional messages silent tv go onto you tube and watch a 5 minute clip of a tv drama e.g home and away with the volume turned off what do you think was happening ­ what were the actors saying and doing what were some of the non-verbal cues that you noticed we can gain meaning from the clip without actually hearing it by looking at the non-verbal communication ican cert 1 esd ­ consolidate oral/signed communication skills 10 -

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here are a couple of group activities to explore nonverbal communication we have to move now a cut several strips of paper b on each strip of paper write down a mood or a feeling like guilty happy suspicious paranoid insulted or insecure c fold the strips of paper and put them into a bowl they will be prompts d have each young person take a prompt from the bowl and read the same sentence to the group expressing the mood they ve picked e the first person will read the sentence e.g we all need to move to another building as soon as possible to match the mood written on their paper e.g angry excited or scared f the others write down assumptions they make about each participant s mood and see how many they can guess correctly stack the deck for this exercise you will need a regular pack of playing cards and a lot of moving­around space a shuffle the deck of cards well and walk around the room to give each student a card b instruct the young people to keep their cards a secret no one can see the type or colour of another s card c make it clear that they will not be able to talk during this exercise d instruct everyone to assemble into 4 groups according to suits hearts clubs diamonds spades using nonverbal communication e once people get into those groups they must line up in order of rank from ace to king f the group that lines up in proper order first wins taken from http homeworktips.about.com/od/mindandbody/a/nonverbal.htm ican cert 1 esd ­ consolidate oral/signed communication skills 11 -

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active listening what is active listening why is this an important skill to have here are some tips for listening actively ask for extra info e.g how so in what way why or tell me more paraphrase the message and repeat it back acknowledge that you understand the other person s thoughts and feelings be aware of your non-verbals e.g eye contact body language and send the message that you are engaging with what is being said there are lot of road blocks to active listening that can stop you from being an active listener and getting the right message some examples of this are rehearsing spending your mental energy on preparing what you will say in response judging writing off a person as stupid or incompetent or uninformed and therefore not paying close attention to what her or she is saying identifying relating everything the person says back to yourself so that the conversation becomes focused around you advising trying to solve a problem or give advice without finishing listening to what the other person is saying sparring being too quick to disagree or create an argument with the speaker derailing constantly changing the topic of conversation dreaming checking out or daydreaming rather than focusing on what the speaker is saying smoothing over being so concerned that you are pleasant agreeable and well-liked that you don t really engage with what the person is saying adapted from leadership 101 developing leadership skills for resilient youth facilitator s guide by mariam macgregor youthleadership.com 2000 ican cert 1 esd ­ consolidate oral/signed communication skills 12 -

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passing on information sometimes you will need to take messages for people or pass on information this is where you will need to be an active listener or you will get the message wrong when would you need to take a message and pass information on to someone else how would you do this what strategies could you use what would happen if you got it wrong practice talking a message for the following phone call you can role play it if you like phone conversation person kyle carol kyle carol kyle carol conversation phone rings hello oh hello it s carol here from dr virus s rooms i was wondering if sharon was available nup that s my mum and she s not home hmmm ok then could you please pass on a message to her yep could you please let her know that the blood test results are back and dr virus would like her to come in and see him on monday at 10.15am now dr virus won t be at his usual rooms on monday and he ll be seeing his patients from the beach rd surgery which is at number 57 right across the road from subway ok oh and one more thing it s really important that sharon brings her x-rays in also so that dr virus can have a look at them too no worries ok dear well if sharon needs to change the appointment she can give me a ring on 987 123 yep bye thank you goodbye kyle carol kyle carol kyle carol ican cert 1 esd ­ consolidate oral/signed communication skills 13 -

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record your message here being a good communicator think of how often you communicate with people during your day think back over your day and make a list of some examples of how you have communicated we can make sure that we communicate in the clearest most effective way possible mind tools has identified 7 cs of communication to make sure that your communication is clear and the person you are communicating with gets the message http www.mindtools.com/pages/article/newcs_85.htm ican cert 1 esd ­ consolidate oral/signed communication skills 14 -

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according to the 7 cs communication needs to be clear when you are writing or speaking to someone you need to be clear about your message what are you saying and how are you saying it so that it can be clearly understood people shouldn t have to guess what you re trying to say concise concise means sticking to the point and not rambling on and on it also means not saying the same thing over and over again in the same or even in a different way concrete when what you are saying is concrete then people have a definite picture of what you re telling them there are details but not too many and you stick to the facts correct this means that your communication fits with the person you are speaking with so that you are not assuming that they have knowledge about your topic if they don t it also means that your communication is accurate and true coherent when your communication is coherent it is logical and easy to understand what you are saying is connected and relevant to the main topic and what you are saying flows easily complete this means you are giving people all the information they need and that you have included all the details you need to courteous this is friendly and polite communication where you are not being rude or putting anyone down it s more than just saying please and thank you and is more about showing respect go back to your list of examples of how you have communicated and put a tick next to the examples that followed the 7c s ican cert 1 esd ­ consolidate oral/signed communication skills 15 -

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