CORE CURRICULUM
Basic Communication Skills 00107-15
CORE CURRICULUM
Basic Communication Skills 00107-15
Session 1: Listening and Speaking
Session One Objectives
When trainees have completed this session, they should be able
to do the following:
1. Describe the communication, listening, and speaking processes
and their relationship to job performance.
1. Perform a given task after listening to oral instructions.
Basic Communication Skills 00107-15
Section 1.0.0 –Communication Forms
ESSENTIAL COMMUNICATION SKILLS
•Listening –Workers must hear instructions clearly and
know how to respond to certain sounds.
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Section 1.1.0 –The Communication Process
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The communication channel can be an audible (spoken) or
written event. Either way, there is a sender and one or more
receivers involved.
Section 1.1.0 –The Communication Process
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“Noise” can interfere with, and sometimes completely stop,
communication at any point in the process.
Section 1.1.1 –Non-Verbal Communication
People communicate non-verbally (intentionally or
unintentionally) through these methods:
•Grooming
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Section 1.1.2 –Listening and Speaking
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Listening and speaking are required skills to learn and teach.
For example, learning and teaching on the job takes place
when:
•Giving or taking
Section 1.2.0 –Active Listening
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Active listening requires effort and concentration, but it is an
Section 1.2.0 –Active Listening
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Your body language (non-verbal communication) can easily send a
Section 1.2.0 –Paraphrasing
Abbott and Costello’s Famous Skit
This famous routine provides a perfect example of the need for
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Section 1.2.1 –Barriers
COMMON LISTENING BARRIERS
•Emotions –Anger, fear, excitement, sadness
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Section 1.3.0 –Speaking
BEING AN EFFECTIVE SPEAKER
•Think about what you wish to say, but not while
listening!
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Section 1.3.0 –Speaking
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BEING AN EFFECTIVE SPEAKER
•Speak clearly and maintain eye contact.
Section 1.3.1 –Phone Calls
TELEPHONE CALLS
•Do not allow phone calls—in or out—to distract you
from the job at hand. Wait for a designated break.
Basic Communication Skills 00107-15
Section 1.3.1 –Phone Calls
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TELEPHONE CALLS
•When placing a call, identify yourself first, and then politely
ask them to identify themselves.
Section 1.3.2 –Phone Calls
RECEIVING TELEPHONE CALLS
•Identify your company and yourself clearly when you
first accept the call.
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Next Session…
READING AND WRITING
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Laboratory –Performance Task 1
LISTENING FOR THE DETAILS
Basic Communication Skills 00107-15