speaking and listening - skills highway · introduction: speaking and listening in relation to the...

Speakingandlistening

Tosupportyourunderstandingofthe

Literacy andNumeracy

demandsinyourworkplaceandhowtheyrelatetothe

abilityandefficiencyofyouremployeesto…

READING

Introduction:Speakingandlistening

Inrelationtothedemandsintheworkplace,forexample:

Documentation,e.g.,Payslips

Forms,e.g.,HazardReporting

Tasks,e.g.,SOPs

Thissetofguideswillsupportyoutoseewhatyouremployeesareabletocopewithintermsoftheirabilityto:

Readwithunderstanding

Writetocommunicate

Listenwithunderstanding

Speaktocommunicate

Makesenseofnumbers

Howtousetheguides

Eachguideis‘subject’basedandgivesanexampleofaworkplacetask/document.

Theguidesshowyouwhatyouremployeeswillcurrentlybeabletocopewith,ateachleveloftheLearningProgressionsandexplainwhy.

Youcanworkthrougheachlevelorgostraighttotheslidethatrelatestotheliteracyandnumeracyskilllevelsofyouremployees(resultsfromtheAssessmentTool).

PleaserefertotheSkillsHighwaywebsiteforFAQs.

YourstaffwillcompleteaSpeaking

andListeningAttitudeSurvey,to

determinewhattheyfeeltheyneed

supportwith.

Ansampleofthetypeofquestions

thatthissurveymayincludeareseen

here,butthesecanbecustomised.

SMARTgoalscanthenbemade,with

supportoftheirtutor,sothattheyare

workingtowardsimprovingtheir

speakingandlisteningskills.

Skilllevelsofyourstaff

Thefollowingslideswilldetailandexplaintoyouwhatsomeonecancopewith,fromStep1rightthroughtoStep6,whenitcomesto:

Speakingandlisteningtocommunicate,usingaworkplacesituation

SpeakingandListeningGuide

STEP1AnAccidentCausingInjury

BACKGROUND

Josie’sclient,Joanslippedintheshowerandtoretheskinonhershin.

Josiehaswrittenupanincidentreportformbuthasfounditdifficulttofilltheformoutandincludeallofthedetails.

Shefoundsomeofthewordsdifficulttospell.

JosiehasdecidedtospeaktoherSupervisoraboutwhathappened.

§ Identifywordsinrunningspeech

§ Usearangeofwordsrelatedtoeverydaytopicsandpersonalexperiences

§ Understandandtakepartinashortconversation

§ Listenforthegistorforspecificinformationinafamiliarsituation

§ Askthespeakertorepeat whattheysaidortoslowdown

STEP1“GoodmorningJosie.Howareyoutoday?”“I’mfinethankyouandyou?”

“Fine,thanks.”“Myclienthadanaccident”“Whoistheclient?”“Joan.”“Wheredidithappen?”“Intheshower.”“Whathappened?”“Joanslippedintheshower.”“Anyinjuries?”“Askintearonherleg.”“Whatpartofherleg?”“Urm……?”“Showmeonyourleg?..............Ahhh,herleftshin?”“Yes,yes.”“Whatactiondidyoutake?”“Sorry?”“Whatdidyoudo?”“Pressedbuzzerforambulance.”“ThankyouJosie.”

Scenarioisfictitiousbutbasedonrealincidentreportform

STEP2 The Wrong MedicationBACKGROUND

Mr Smith lives on his own and Gemma, his carer calls in on himevery morning and every evening to make sure that he has taken hismedication and helps him to get washed and dressed and makes hisbreakfast/supper.

On the morning of the 4th November, Gemma arrived and Mr Smithwas already up, dressed and was taking his medication. Gemmagreeted Mr Smith and they had a chat whilst Gemma made Mr Smitha cup of tea and some cereal and toast for his breakfast. She madesure Mr Smith was comfortable and left to go to her next client,reassuring Mr Smith that she would be back that evening to get himready for bed and support him to take his medication.

When Gemma arrived that evening, she noticed that Mr Smith hadtaken the wrong medication that morning. Mr Smith was OK butGemma completed an incident form. The incident form was seen byher Supervisor, Gill, who has asked to speak to Gemma about theincident.

§ Identifywordsinfasterspeech

§ Beawarethatmanywordshavemorethanonemeaning

§ Understandandtakepartinashortconversationthatareabitmorecomplex

§ Listenforthegistorforspecificinformationinafamiliarsituation

§ Knowwhattodowhentheydonotunderstandwhatisbeingsaid

§ Communicatetheirthoughts,feelingsandideas

§ Monitorandchangetheirspeechtosuitthesituationandsothatthediscussioniseffective

STEP2“GoodmorningGemma,howareyou?”“I’mgoodthankyou,howareyou?”

“I’mgoodthanks.Gemma,IseefromanincidentformyoucompletedlastweekthatMr.Smithtookthewrongmedication?”“Sorry?”

“Yourclient,MrSmith,tookthewrongmedicationandyoufilledoutaform.”“Oh,yes,hetookthewrongpillsinthemorning.”

“Ok,butIseehereontheform,thatyoudidn’treporttheincidentuntillaterthatevening,areyouawarethatincidentsneedtobereportedimmediately,aspartofyourhealthandsafetyregulations?AreyouawarethattheprocessandprocedureshereatRosieRetirementrequireyoutodoso?”“Ummm…………………”

“Whydidyounotreporttheincidentstraightaway?”“Ididnotknowhehadtakenthewrongpills………………….ummm,whenIwent

backtohelpMrSmith,thatnight.Icouldseethepillsforthenighthadgone.”“Sohehadtakenhisnighttimepillsthatmorning,bymistake?”“Yes.”

“Ahhh Isee,okthankyouGemma.”“Buthewasok?”

“Yes.”“OK,sohowcanwepreventorstopthisfromhappeningagain?…………“IshouldaskMrSmithnottotakehispillshimself,untilIgetthereandIcheck

thebackofthepacketandgivetohim.”“Thatwouldwork,yes,thankyou.Gemma,Ijustwantedtocheckwhathadhappenedandthatyouwereok.”“ThankyouGill.”

Scenarioisfictitiousbutbasedonrealincidentreportform

TheNailClippers

BACKGROUND

MrSinghaskedhissupportworker,Sophie,tocuthisfingernails.Hehadsufferedastrokeearlierthatyearandwashavingtroubledoingithimself.Hehastroublestraighteninghisfingersandtheyarecurledunder.ThismadeitdifficultforSophiaandshewasdevastatedwhenshecaughtMrSingh’sfinger,cuttingtheskin.Shestemmedthebleedingandcoveredthewoundandcompletedanincidentreportformwhenshegotbacktotheoffice.ShesawherSupervisor,thenextday,andwastellingherwhathadhappened.

STEP3/4

§ Usevocabularythatrelatestoeverydayspeech,lesscommonwords,personalexperiencesandfamiliartopics

§ Understanddiscussionsonlessfamiliartopics

§ Identifyunderlyingmeanings

§ Respondtoandusemoresophisticatedskillsinaconversation

§ Usevoice,toneandstresswhenappropriate

“GoodmorningSophia.Howareyoutoday?”

“Goodmorning.I’mfinebuttherewasanincidentatMr.Singh’s.”

“Ooh,whathappened?”

“Yesterday,2Decemberat1pm.”

“Whatandhowdidithappen.”

“MrSinghaskedmetocuthisleft-handnails;thisisthehandthathasbeenaffectedbythestroke.WhenIclippedhisfirstnail,theclipperscaughttheskincuttingacapillaryanditstartedbleeding.”

“Whatimmediateactionwastaken?”

“Iappliedpressureonthewoundwithahandtowelandthenputacoldcompressonit.Iputabandaidoverthewoundtostemthebleeding.”

“Whowitnessedtheincident?”

“Itwasjustusinthehouse,nootherwitnesses.”

“Whatcausedtheincident,inyouropinion?”

“ItwasdifficulttoseewhatIwasdoingasthefingerswerecurledin.”

“Wasthisincidentreportedatthetime?”

“Yes,itwas.Anincidentformwasfilledimmediatelyaftertheincident.”

“ThankyouSophia.”

“Thankyou.Seeyoutomorrow.”

STEP3/4

Scenarioisfictitiousbutbasedonrealincidentreportform

ConcernforClient’sHusband

BACKGROUND

Derekliveswithhiswife,Mayandtheyhaveasupportworker,whocomesdailytocheckifeverythingisok.

Onthemorningofthe17th October,theirSupportWorker,JowashelpingwiththelaundrywhilstDerekwashelpingMayshowerandgetdressed.DerekshoutedforJotocomeandhelpastherehadbeenanaccident.

Joreportedtheaccidentonherwork’sincidentreportform.JocaughtupwithherSupervisor,thenextdayandtheywerechattingaboutwhathadhappened.

STEP5/6

§ Usevocabularythatisspecialisedandacademic

§ Uselanguagetoachieveapurpose

§ Understandconversationbeyondeverydayandtheirpersonalexperiencesandonunfamiliartopics

§ Analysetheirownandotherpeoplesideas

§ Reflectcritically

§ Respondtoanduseappropriatelanguagetomanageinteractionsinaincreasingrangeofformalandinformalsettings

“HiJo,how’stheweekgoing?”

“Yeah…goodthanksGill.TerriblewhathappenedtopoorMayyesterdaythough.Didyouseethat?”

“OhIdidJo,poorthing.Ireadtheincidentreportfromyesterdayafternoon.I’mthinkingweneedtomakesomerecommendationsaboutgivingDerekabitmoresupport,whatdoyouthink?”

“Yeah,Iagree,it’stoomuchforhimtoshowerherandthosetabletsarewhatarecausinghertofallbackwards.Mightbeworthusaskingforthedoctor’ssupportonthistoo?”

“Doyouthinkthat’swhatcausinghertofall?Yeah,Ithinkbutshemusttakethemforhercondition.It’stoomuchforhimtomanage,physically,especiallyintheshower.Thenextthingwillbehimfallingtoo.”

“Yep.You’reright,thisisthesecondtimeMayhasfallenandhitherhead.LasttimewehadtocallanambulanceandshewasrushedtoA&E,shehadtohaveatetanusandstitchesandtheywereconcernedshehassufferedconcussion.”

“Ok,weneedtoputaplaninplace,thiscan’thappenagain.CanyoucontacttheirdaughterandarrangeforatimewhenwecanmeetwithherandDr. Jay,andlet’sarrangetospeaktoDerekandhiswife,May,alltogetherandputaplaninplace?IfyoucanbringyourcopyofyourcarenotespleaseandIwillbringwhatIneedfrommyend.I’mthinkingsoonerratherthanlater,isthatokwithyou?”

“Yeah,noproblem,I’llgetonthattodayandletyouknow.”

“Thanks,Jo.”

STEP5/6

Scenarioisfictitiousbutbasedonrealincidentreportform

TheSkillsHighwayteamandtheIndustryTrainingFederation

gratefullyacknowledgetheworkof

EducationUnlimited

indevelopingthisresource.