Module 3 Apply Basic Communication Skills sample session plan

WORKSKILLS FOR LIFE(MODULE 3.)APPLY BASIC COMMUNICATION SKILLSPRMCL41ACONTENTS :1. What is Communication?2. Body Language3. Asking A Question4. ListeningPractising My Workplace Communication Skills© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

SESSION 3. ASKING A QUESTIONObjective: At the conclusion of the training session thetrainee will be able to; ask a staff member a basic workrelated question (meeting his/her communication needs)Nominal Session Duration:60 minutesNumber of Participants: 4-8Entry Level:Aids/Equipment:Teaching Methodology:N/Awhiteboard, training aids(see resources supplied atend of session plan), dvdvignettes, audio tape andtape player with clear andunclear instructions – tobe developed by servicestaff, task props, anotherstaff member to participatein a demonstration, dvdplayer, tv.group discussion,identification activities, casestudy, role plays, multiplechoice.Assessment Items: On the Job Observation x 3Role Play x 2© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Session 3. ASKING A QUESTIONKey PointsIntroductionVisual Hook –DVD: “Asking aQuestion”NotesToday we are going to talk about how we askquestions at work.Play dvd and discuss who is asking a questionproperly.Discuss that there is a right way and a wrong wayto ask questions at workACTIVITY:‘SIMON SAYS....’• See Activity Guide for instructions• Facilitate activity• Debrief and summarise what instructions wereeasy to follow and what ones were difficult• List reasons identified• Discuss• Repeat exercise with different participantsacting as 'Simon'• Give feedback re: clear speaking© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Key PointsDISCUSSION:GUIDELINES TOSPEAKING CLEARLYWCM3 Picture 1WCM3 Picture 2WCM3 Picture 3WCM3 Picture 4WCM3 Picture 5Notes• Ask participants to think of some things theyneed to do to speak clearly• Discuss suggestions• Display Pictorials and add any items notpreviously mentioned• eye contact• volume control• talking at an appropriate speed• body language appropriate• using language you are familiar with• Ask participants if they can remember a timethey could not understand what was beingsaid...what happened...what could have beendone betterCase Study 1.WCM3 Picture 6WCM3 Picture 7WCM3 Picture 8WCM3 Picture 9Display leader pictorial.(1.supervisor asks worker to go and work on JobX- 2.worker does not know where job X is set up)Handout pictorials for trainees to place onw/board and to say if it is the right way or not.1. whisper - mumble2. yell3. clear voice - polite - eye contact.© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Key PointsDISCUSSION:UnderstandingInstructionsWCM3 Picture 10WCM3 Picture 11WCM3 Picture 12WCM3 Picture 13WCM3 Picture 14WCM3 Picture 15DVD: “Understandinginstructions” Depicts howto clarify instructions etc..Notes• Ask participants to recall a time when they didnot understand an instruction• Discuss;• what happened?• consequences• how did they feel?• what did they learn?• Display Pictorials and discuss why it is importantto understand instructions at work.• communication at workPossible Consequences:• reduce mistakes• reduce workplace accidents• customer happy• felt good about yourself for doing a good job• boss happy• Play dvd• Discuss what happened?• Was the person silly to ask a question?• How did asking a question help the person?© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Key PointsExtension Activity:Types of QuestionsOHP 1 Types ofQuestionsNotes• Review two way communication• Focus on the opportunities within the channel ofcommunication to ask questions.• Ask for ideas for a communication exchange.• Format these into a two way communicationcycle.• What questions could be asked?• Record on the cycle• Introduce the different types of questions• Identify which of the questions in the examplegenerated are the different types.• Discuss the different type of information theyencourage.Extension Activity 2.:Role Plays• Request participants to develop their own roleplays about a range of situations.• They need to include each stage of the two waycommunication process.• They need to include at least two types ofquestions.• Play each scenario• Observers to record feedback• Debrief© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Key PointsACTIVITY:SIMULATED WORK TASK-UNCLEAR INSTRUCTIONSORAL EXERCISEBASIC QUESTIONNotes• Set up simulated work stations• Facilitate exercise with unclear/loadedinstructions for trial 1#. Have another staffmember available to act as the other party inthe exchange.• Review and discuss what happened• Ask participants for ideas regarding what theyshould do if they do not understand instructionsat work.• Repeat exercises with better instructions(encourage participants to adopt role ofsupervisor where appropriate)• Debrief and summarise outcomes• Request participants to repeat the following;'I don't understand…what do you mean?'• Approach individual participants with an unclearinstruction• Each participant is to practise theirresponse/question• Discuss and summariseRole Plays• Request volunteers or select participants.• Develop scripts as a group of typical workplaceexchanges.• Set up the scene individually with role playersand then with the group as a whole.• Highlight things to look for.• Play the scene.• Ask for one feedback comment per participant.• Record on w/board.• Sum up the scene & add any overlooked points.© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07

Key PointsSESSION REVIEW1. Multiple Choice.WCM3 Picture 16WCM3 Picture 17WCM3 Picture 18WCM3 Picture 192. Role Play3. Taped InstructionsNotesHow do we ask a question?Display pictorials and ask trainees toselect the right ones and then remove theincorrect prompts.• mumble• yell• whisper• polite/clear voiceWhat is this person(s) doing appropriately??Repeat a positive role play.Trainees to identify at least one appropriatebehaviour displayed.• Play Tape 1#• Participants to identify 2 things that the personis doing incorrectly• Participants to suggest what they would do (ie.ask basic question)• Each participant to practise the question• Play Tape 2#• Participants to identify the difference and theconsequences of their questionWhat's on next week?Listening© Greenacres Training ServicesFormID: Module 3 Apply Basic Communication Skills sample session planFormDate: 13/2/07