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Student WorkbookFor Training in

Employability Skills

A workbook of twenty-four fictional narratives to aid CTAE teachers instructing students in employability skills.

By: David Coleman Sr.A Capstone Product submitted to

Dr. Christopher Waugh in Partial Fulfillment Of the Requirements for the Course

Directed StudyACED 7950

Doctrina

2

Student Workbook For Training in


A workbook of twenty-four fictional narratives to aid CTAE teachers instructing students in employability skills.

By: David Coleman Sr.A Capstone Product submitted to

Dr. Christopher Waugh in Partial Fulfillment Of the Requirements for the Course

Directed StudyACED 7950

CTAE Teacher’s GuideThe content herein is supplemental to CTAE lessons taught by Georgia Teachers in Employability Skills

and follows the Georgia Department of Education Standards. It is intended to aid the instructor in generating classroom conversations regarding the importance of Employability Skills Training for

Georgia’s secondary level CTAE Students.

All narratives in this Capstone Product are the fictitious creation of the author and are drawn from personal experience in the workforce. Any information derived from research is cited within the text and

referenced in the reference section at the close of the workbook.

Valdosta State UniversityNovember 7, 2019

3Student WorkbookFor Training in


The Georgia Department of Education provides standards for instruction of employability skills that all CTAE programs must teach. There is, however, a shortfall of teaching material for a portion of the standards that this product is intended to fill. The chapter titles in this workbook are taken from those GADOE Standard headings where teaching material is lacking.

This work book is intended to provide CTAE Teachers with a research based tool that brings real-world scenarios into the classroom in order to assist them in the instruction of employability skills. The storylines illustrated are fictitious narratives based on realistic circumstances that individuals in the workforce experience every day. This material is intended to assist the instructor in meaningful lessons while providing opportunities for in-depth classroom discussions. Critical thinking skills will be required of the student as they attempt to connect classroom learning with analysis of each illustration.

The author’s goal is that this workbook will successfully assist teachers in the classroom training of students. Students will gain knowledge and experience from these illustrations. And with consistent use, the student will be better prepared for what is expected of them as they launch out into the workforce to take their place in a successful, thriving career.

4Table of Content

1 Person to Person Etiquette: Interacting with your Boss ……….…….…… ….. 5

2 Telephone Etiquette - Telephone Conversations …………….…….…………. 6

3 Telephone Etiquette – Making and Returning Calls ……………….…………. 7

4 Cellphone and Internet Etiquette – Using Social Media ……………...………. 8

5 Communication at Work – Effective Oral Communication..……….…………. . 9

6 Communicating at Work – Giving and Receiving Feedback…….……............. 10

7 Listening – Reasons, Benefits, and Barriers………………………….……..…. 11

8 Listening – Listening Strategies………………………………………….…..… 12

9 Listening – Show you are listening………………………………………...…… 13

10 Listening – Effective Oral Communication…………………………………….. 14

11 Listening – Communicating non-verbally…………………….…………..……. 15

12 Listening – Communicating non-verbally………………………….…….…….. 16

13 Listening – Reading Body Language………………………………..……......… 17

14 Speaking – Using Language Carefully……………………………….………….18

15 Listening – Showing Confidence Non-verbally…………………….…...…....… 19

16 Teamwork and Problem Solving – Thinking Creatively……………………….. 20

17 Customer Service – Gaining Trust and Interacting with Customers……………. 21

18 Customer Service – Interacting with Customers……………………………….. 22

19 Workplace ethics – Demonstrating Good Work Ethics……………….……..… 23

20 Workplace ethics – Showing Responsibility………………………………….... 24

21 Personal Characteristics – Gaining Co-workers Trust…………………………. 25

22 Time Management – Overcoming Procrastination………………….….…….... 26

23 Person-to-Person Etiquette – Meeting People for the First Time…………….... 27

24 Presenting Yourself – Looking Professional…………………………….…….. 28

25 References by Chapter………………………………………………………… 29

26 Author Information & Dedication………………………………………….….. 30

5Chapter 1Person to Person Etiquette: Interacting with your BossGADOE Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:Jack is starting a new job today. He is fresh out of high school and it is his first job. The work day starts and all is going well, according to Jack. He has a desk and he has found pencils and paper. He has arranged the calendar on his desk so that he is prepared to answer any question regarding scheduling for the month. He has already taken two phone calls this morning, and it’s not yet 9 a.m., both of them on his cell phone. One of the calls was from his buddy Frank who was checking to see if they were still on for the game later that evening, and the other from his mom who wanted to know how his first day was going.

At 10 a.m., the secretary comes to Jack and makes him aware that the boss wants to see him before noon. Jack has nothing pressing on his desk so he gets up and walks to the boss’s door, takes a breath and taps on the door as he enters. The boss is on the phone but Jack takes a seat anyway in the seat facing the boss in front of the desk. When the boss finishes the call, Jacks says, “Bob, you wanted to see me?”

Considering the above scenario:

What suggestions would you make to Jack in regards to his interactions at the office? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Do you consider Jack’s conduct in the office to be appropriate or inappropriate? Explain._______________________________________________________________________________________________________________________________________________________________________________________________________________________________________Considering your answer to the last question, should Jack continue with similar conduct or do things differently?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Interacting with a superior on the job is a delicate matter. Handled wrong, it can bring an end to the employment. Always treat a superior with utmost respect and tact. Never treat an interaction casually. Always stand unless asked to sit.

Items to consider- Always check company policy concerning personal calls and follow them. Before entering a superior’s office, always knock and do not enter until given permission. And, never address a superior by their first name unless given permission to do so. Use the title, Mr., Ms., or Mrs., and their last name until they instruct you to do differently.

6Chapter 2Telephone Etiquette - Telephone Conversations GADOE Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

John is a salaried supervisor and it’s Saturday evening. He is watching the ballgame and remembers something from work but can’t remember the details. It’s not a pressing issue and can wait until Monday. Nevertheless, he grabs the phone and calls Jane, his female assistant who is an hourly wage earner. She doesn’t answer so John hangs up expecting her to see that he called and that will inspire her to call him back. It turned out that Jane was at the movies with her husband and son and doesn’t see that John called until leaving the theater at 9:30p.m. She wonders to herself why he called but does nothing. Monday morning John calls her into his office to give her the fifth degree for not calling him back. Jane leaves his office in tears, angry, and ready to quit.


Before making that call, what are some things John might have considered? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

You are John’s superior and you hear what happened. You call John into your office. What do you say to John in regards to the off-hours call to hourly wage earners? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Knowing that the matter could wait until Monday, what do you think inspired John to make that call? Explain. __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Pressing matters need attention, sometimes on the weekend; but most can wait until the beginning of the work week. Companies should make provision for this off-hours work through an accruing bonus or added pay. Superior’s should consider the time of day and the day of the week before calling off-hour employees.

Items to consider- Superior’s should consider the time of day and the day and the party to whom they are attempting to reach before a call is made.

When you experience a missed call and do not leave a message it can leave the other party confused. Leaving a short message leaves no doubt to the purpose of a business call.

7Chapter 3Telephone Etiquette – Making and Returning CallsGADOE Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack had been out all afternoon, working very hard at making contacts with potential clients. He liked to do that on most Thursdays. He made five new contacts this day, and all seemed very receptive to his approach. He will be following up with them in a few days. However, while he was out, he had missed three calls. The secretary gave him the messages upon his return. Immediately upon entering his office he sat down and grabbed the phone and dialed the first, “Mr. Jones, this is Jack Trainee with Acme Company. I’m returning your call sir. How can I help you?” Completing that call he went to the next one following the same protocol. Finishing with the last call in the same routine, he leaned back and rested for a moment, feeling good about the day.


When people call and leave a message, they are expecting a call back within a short time. Explain what Jack did that was right about his returned calls?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

When you leave a message and the party does not return your call, how does it make you feel? How do you feel about the party you called? And, how does it make you feel about the company?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How can someone make a positive impact on a person with proper phone etiquette?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

* Instructor Notes: It’s important to return calls in a timely manner.

Items to consider- Introduce yourself when you retuning a call. Always let the party know that you are returning their call and how it is that you can help them.

8Chapter 4Cellphone and Internet Etiquette – Using Social MediaGADOE Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack made it through his first morning of work without further incident. He is really wondering if he can get the knack of working in an office setting. At lunch, as was his habit, he grabbed his cell phone and accessed his favorite social media site. Taking selfies and posting them online is one of his fun things to do. It makes him feel connected to his friends, especially when he gets a ton of “likes” in response. He loves it when his friends send him the laughing emoji’s. In the break room, he continues to lounge after finishing his sandwich, continuing to take selfies and play on his phone. The boss comes in to grab his lunch from the refrigerator. He is a bit portly and accesses the fridge by bending over with half his body seemingly inside as his sandwich bag is pushed all the way to the rear. Not noticing this, Jack takes another selfie, but unfortunately, the boss is in the background as he is half way in the fridge. Jack immediately posts the picture as he enjoys doing. Immediately his friends like and share the photo with all of them attaching the laughing emoji. Jack is mortified when he notices in the picture that his boss’ backside is protruding from the fridge, but says nothing to his boss hoping he will never see it. The next morning the boss calls Jack into his office for a conversation, and he is not happy.


What might a Jack do to prohibit a situation like this from rising again? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack’s in trouble with the boss. What are some things he can do to fix it? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack desires to never experience a situation like that again. What does this experience teach Jack? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Social media can be a great way to connect with friends and family. It can also be a quick way to find trouble, especially in the workplace.

Items to consider- Consider the appropriateness of any pictures taken at one’s workplace. Never include people in pictures unless you have prior permission.

9Chapter 5Communication at Work – Effective Oral Communication Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack is at a professional organizational meeting with thirty other members. The boss, who was supposed to do a presentation, takes ill and tells Jack minutes before that he wants him to stand in for him and demonstrate a new product that they predict will be a hot seller. This product is not even in production and they only have the prototype to display. Jack is nervous and scared about presenting. He is very concerned because he has never presented to such a large audience. He doesn’t have time to prepare a speech, so he decides that he’ll just wing it and hope that the product will do all the talking. His old teacher once told him to always jot thoughts down, make lists to refer to especially in pressure pact moments. But, he didn’t. When Jack opens his mouth to speak before the audience, he freezes. His mind is blank. The rest of the presentation got worse and Jack felt terrible he failed, but more critically, that he let his boss down.


Public speaking is necessary to be able to do. Why do you think so many people have a fear of speaking in front of others? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

An emergency arose and the boss got sick. But, how could Jack have prepared himself for such an event? ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________

It was unfortunate that the boss put Jack in that situation unprepared, but it was an emergency. What steps could the boss take to help Jack prepare for unexpected events like this that may arise in the future? _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Fear of public speaking is common to many. The best way to overcome a fear is to face it.

Items to consider- Training in public speaking might help alleviate the fear. It would be helpful for one to take opportunities to speak publicly at work, or church, or with family.

10Chapter 6Communicating at Work – Giving and Receiving FeedbackGADOE Standard Employability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Sue had been on the job a month and her 30 day evaluation was taking place. A supervisor she had never worked with was doing her evaluation and Sue was nervous as she was unsure how this person would rate her performance. The next day the results were finalized and she was called into her direct supervisor’s office for a conference. The observing supervisor had reported good scores on all categories but one on which she received failing scores. Sue was shocked at first, and then angry. The news nearly brought her to tears. She thought of storming out of her supervisor’s office to quit this job. But she didn’t; she thought better of it. She chose to sit quietly and listen, controlling her anger and emotions. She listened intently for the next few minutes about what the supervisor was saying about the things she could do to improve. At the end of the conversation, she was glad she stayed. She learned some things about herself she did not know, things that will make her better at work. In the end, she realized the evaluation was fair and it was good for her to hear.


How did Sue handle the evaluation? The feedback? The Conference?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What do you think enabled her to listen even though her feelings were hurt?

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Explain why receiving feedback is important even if it is negative? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Feedback at work can be eye-opening and sometimes painful experience. But it is for the best if it is fair and based on factual information. With knowledge from feedback, an individual can adapt to improve their performance.

An item to consider- Feedback is necessary. It should be taken seriously. One should not be offended. Use feedback as knowledge that enables improved performance.

11Chapter 7Listening – Reasons, Benefits, and BarriersEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack was in a business meeting and it had gone on for 45 minutes with no end in sight. Jack had done well to pay attention thus by occasionally glancing at the speaker, and sitting trying not to fidget, and even doodling a few notes. However, it seemed as though the boss was beginning to repeat himself and Jack started to lose his focus. His phone had vibrated a few minutes ago indicating a new message had been sent to him and he was dying to find out who had sent it. As he thought about the message, he became distracted and wanted to look at his phone very badly. He was doing everything he could not to think about it but the temptation was too great. So he slid his phone out of his pocket while the boss was not looking at him and started reading and responding to the message. He was no longer hearing the boss until he heard his name called. Jack looked up to see the boss and everyone in the room staring at him, waiting for his response. With his mouth open and eyebrows raised, Jack stared back turning several unique shades of red. Then he deftly spoke the words, “Sorry boss I missed your last comment, can you repeat the question?” The boss then turned to Tom and asked him to take the assignment and the added pay since Jack wasn’t paying attention to the details.


Listening skills are a learned behavior and Jack was doing pretty well for a time. What are some things Jack should have done to enhance and maintain his listening?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Have you ever been in a situation where you didn’t hear the things that might have benefited you? Explain how you think the speaker might feel when they are attempting to convey information to an individual or group, and they aren’t listening.__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Listening requires effort. Based on the story, what are things you can and should do when listening to an individual? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: keys to effective listening: Look at the speaker, take notes, be still, close mouth (especially your digital mouth), don’t allow distractions.

Items to consider- Listeners are learners. Good listening requires effort.

12Chapter 8Listening – Listening StrategiesEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack was embarrassed and angry that he missed that opportunity for extra pay last week and all because he wasn’t listening. So, he wanted desperately to become more disciplined at work regarding his listening skills. He knew that his phone had too much pull on him and always at the wrong time. So, he decided that he would come up with a plan of action concerning improving his listening skills. As he thought about it, Tom came in to ask him a question. Tom was an older, very likable guy and Jack held no grudge about him being awarded the assignment, after all it wasn’t his fault Jack wasn’t listening. So, Jack asked Tom to tell him his secret to good listening. Tom thought about it and said, “I do three things, I look the speaker in the eye, I always sit still, and I never open my mouth while the speaker is speaking”. Jack thanked Tom as he walked out the door. Jack wrote down what Tom said and started practicing immediately, the first steps in Jack’s new listening habits were now forming.


Tom gave Jack some simple advice. What was Jack’s reaction to that advice? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack said he wanted to come up with a plan of action. In your own words, describe what a plan of action is and what was Jack’s first step toward that plan? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

In the prior chapter, Jack did not utter a word in the meeting, and yet he still was completely distracted. How does Tom’s advice to “never open your mouth” effect how Jack interacts to messages on his phone? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Eye Contact, sitting still, closing mouth (even your digital mouth/texting) are good strategies. Share additional strategies that you have experienced with class.

Items to consider- messaging on your phone is a form of communication (digital talking) that requires the full attention of the one speaking, therefore no listening.

13Chapter 9Listening – Show you are listeningEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack had made tremendous strides toward gaining skills and discipline in listening this past week. He had been practicing at every opportunity from the sales calls he was making in-person to chatting at the water cooler with the office assistants. He reminded himself to make eye-contact, be still, and don’t try to talk while the other party is talking. And, his listening skills were improving and he was very happy with the progress he had made. So, the weekly inter-office meeting was ready to begin and Jack had made his way to the front row to the chair nearest the speaker, avoiding his usual seat on the back row near the door. As the boss began talking from the lectern, Jack conspicuously clicked his pen and opened his newly purchased leather note book. The boss noticing nodded his approval as he continued to speak. An hour and fifteen minutes later, Jack had three pages of well written notes and had asked a half dozen clarifying questions. After the meeting, the boss patted Jack on the shoulder thanking him for being so focused and attentive.


Jack’s listening skills improved in a short time. How was Jack able to turn his distracted, inattentive habits into that of engaged, active listener?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Discuss some ways a person can indicate that they are listening.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Explain how you feel when you know the party you are talking to listens? Is that what Jack’s boss felt?

______________________________________________________________________________

Instructor Notes: Eye Contact, sitting still, closing mouth (even your digital mouth/texting) are good strategies. Share additional strategies that you have experienced with class.

Items to consider- Practicing a new habit requires discipline.

14Chapter 10Listening – Effective Oral CommunicationEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

The boss asked Jack to represent him again at a meeting. Jack was thinking back to the first time and how unprepared he felt. As he thought about it, he remembered that he did some things that the boss never does, things that actually annoy him when others do them. It was Sue, a co-worker, who brought it up when she said, “What’s with you saying ‘um’ all the time when you’re speaking?” Jack knew this was bad and probably why he felt he had let the boss down. He vowed to himself to fix that problem. As Jack reflected back to the circumstances that required him to perform the speech, he remembered that the reason was an emergency, his boss got sick and he had not had any time to prepare. He was just thinking on his feet. So with days until the next presentation, Jack began to prepare. He made specific, clear notes that he would follow and had all the facts and figures on hand. He was ready.


Many people don’t like communicating in public as there is no place to hide. Explain how Jack must have felt when Sue asked him that question?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack decided to fix the problem. When you discover an area where you are lacking, what steps do you take to get better?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Based on what you know about Jack, where do you think his confidence level is going into this next speech and how did it get there?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Preparation is very necessary before giving a speech. Some have a tendency to write every word out. Bullet point notes can be a great way to prepare.

Items to consider- No one likes to be embarrassed, always prepare. Also, People want to hear what the speaker has to say.

15Chapter 11Listening – Communicating non-verballyEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack was turning into a pretty good salesman. He was able to give his sales pitch to anyone and read them as to their interest level, even before the end of his talk (Phutela, 2015). He was currently sitting in the office of gentlemen going over the product line that they had coming out in the spring. As he continued his talk, he saw the man glance at his watch, which is not uncommon for busy people to do. After the third time, Jack asked if there were a better time for him to come back and present the material. Taking the opportunity, the gentlemen said that he had forgotten that his secretary had scheduled a lunch appointment and that he had to leave now in order to have time to make it. He apologized to Jack and thanked him for being so attentive and understanding. They rescheduled for the same time next week as he was very interested in hearing all the information that Jack had to share.


Non-verbal communication is the way all people speak. How was Jack able to identify what the man was saying non-verbally?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What ques did Jack pick up on to know that said that the gentlemen was pressed for time? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

The outcome was positive for Jack. What might Jack have done to create a situation where the man did not want to speak further with him? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Non-verbal communication is a way in which all people speak. Jack heard what the man was saying by being attentive and paying attention.

An item to consider- Jack was listening to the man even though the man spoke no words.

16Chapter 12Listening – Communicating non-verballyEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

Jack had been on the job three months and there were days he felt so good about his work it was like he had been there three years. However, he still had a few tendencies that he was trying to eliminate from his workday. The one he found hardest to change was accessing social media during work time. He had done so well this past week and was feeling really good about himself, when for no reason he open his account while at his desk and saw that one of his friends was experiencing some tragedy in their lives. He got so involved in it that he did not see the boss passing by the door, a moment later the bosses head and shoulders could be seen peering at Jack while heavily focused on his phone. The boss’s clearing of the throat got Jack’s attention just in time to see the boss’s raised eyebrows as he turned and walked away (Phutela, 2015). Again, Jack was deflated as he felt the letdown that he had caused the boss to experience.


Words are very powerful and convey strong messages, so do words not spoken. If you had to put words into the boss’s non-verbal response to Jack, what would they be?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How do you feel when you experience a moment when someone speaks to you non-verbally and the message sent is not the one you want to hear?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

In your opinion, would you rather have someone speak words to you, or non-verbal communications when conveying a message?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Non-verbal communication is a way that communicates messages that are sometimes very strong. Items to consider - Practice identifying the non-verbal messages that are communicated.

17Chapter 13Listening – Reading Body LanguageEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

After six months on the job, Jack was really feeling like he was getting the hang of things around the company. He felt like he was beginning to read situations, in particularly, when it came to reading people. Several times now, his ability to read non-verbal body language had helped him seal the deal on several contracts, as well as, avoiding some pitfalls. This day was a little different and his newfound ability might have helped him keep his job. He needed desperately to talk to the boss and glancing out the window he saw the boss drive up. So not hesitating he jumped up and went to the boss’s office door to be there when he arrived. As the boss rounded the corner, Jack saw that his head was down shoulders hunched and his fist was clinched (Phutela, 2015). That is very unusual for him to look that way. So reading the body language, Jack gave a warm good morning boss and quietly walked back to his office. Later that day, he sent the boss an inter-office memo asking when would be a good time to come see him about a matter.


What made Jack decide to wait until later that day to talk with the boss?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Understanding how to read body language is important. What signals do you send when you don’t want to be bothered?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Turn the scenario around. What might the boss have looked like if he had been more receptive to Jack’s approach?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: The boss looked pretty angry from his body language. Jack was wise to wait, even though it was important to talk to the boss.

An item to consider- It’s a good idea to understand the basics of body language.

18Chapter 14Speaking – Using Language CarefullyEmployability Skills 1.2-Demonstrate creativity by asking challenging questions and applying innovative procedures and methods.

Scenario:

Jack was a unique character. He enjoyed listening to people talk, and didn’t have to be the center of attention when standing in a group. He rather just listen to others, and maybe add a comment here or there. This is how he had always been, even from when he was a small boy. Consequently, Jack was not that comfortable when speaking. He felt like he didn’t really have enough words to make them all make sense. So when Jack got the job at Acme and his boss started calling on him to actually do presentations, he recognized that he would be interacting with clients while making sales calls. He also realized he needed to know how to communicate more effectively. So in his professional growth process, he learned that in order to communicate effectively he needed to use language carefully. By this, Jack understood that he needed to think about his words and their usage carefully before he blurted them out of his mouth. So he began the process of consciously and carefully speaking and using language. As he practiced doing this, he realized that putting his thoughts together as he spoke was getting easier for him to do. It wasn’t long before Jack was unconsciously having conversations that were effectively communicating his every thought on the subject at hand.


Speaking is something that everyone does. Speaking well requires effort. Explain how Jack recognized the need for him to speak more effectively.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

A key to effectively communicating is to use language carefully. Explain.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What is one of the keys to effectively communicating that we learned from Jack?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Speaking effectively takes practice and effort.

An item to consider- Slow down and think about what you are saying.

19Chapter 15Listening – Showing Confidence Non-verballyEmployability Skills 1.1- Communicate effectively through writing, speaking, listening, reading, and interpersonal abilities.

Scenario:

It was 6:00 p.m. and Jack was just now finishing his last report. What a day it had been, and not in the best way. Jack had started at 6:00 a.m. and had traveled two hours to make an 8:00 a.m. appointment, just to find out that the company he was talking to won’t be ready to make a purchase for another eight months. So on his drive back he received two more calls canceling orders. It seemed everyone he was dealing with was holding off on current purchases. Deflated, he arrived back at his office and he couldn’t get any lower and he was showing it. His boss saw him walking in from his car and called him in his office. He had some words of wisdom for Jack. He said, “Jack, whatever the situation never show it with your body language. Always keep an even keel with how you communicate, people read you and make a decision on how you present yourself. So always keep your head up, shoulders back, and a genuine smile on your face. Doing that, you will make sales before you ever open your mouth” (Phutela, 2015).


Jack let the circumstances of the day effect not only his mood, but his posture. What was the message Jack was sending out when he arrived back at the office? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack’s boss had some words of wisdom for Jack. What is the ‘big picture’ message Jack’s boss wants him to say all the time?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How difficult do you think it is to not allow your body to send out negative messages? Explain why?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: It’s tough to avoid letting your circumstances show through your body language. But with effort, one can train to always have good body language message.

An item to consider- Understand what your body language is saying at all times.

20Chapter 16Teamwork and Problem Solving – Thinking CreativelyEmployability Skills 1.2-Demonstrate creativity by asking challenging questions and applying innovative procedures and methods.

Scenario:

The boss approached Jack one day and asked him to look again at a problem that he had not been able to solve. It related to working with a client and convincing them that they had a solution to the needs that they were experiencing. So, Jack had this to work out. He pulled out the file he had created and determined what he had attempted previously which seemed to be a thorough look at the problem. However, Jack had learned a technique in creative thinking called rethinking (Thinking Creatively). Rethinking is the process where you fundamentally put a fresh set of eyes on a subject and you analyze the situation from new angles that have not yet been considered. So Jack began. After a few days of re-thinking the problem, Jack felt he had something to show the boss. The boss was eager to hear Jack’s proposal and after hearing it, gave Jack the go-ahead to present it to the client. The client accepted the solution and was very happy with the outcome.


Re-thinking is a process of thinking creatively. Explain what Jack did first in order to begin the process of re-thinking the problem?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Sometimes people quit an assignment because they feel they have exhausted every option. Based on the scenario, what was required to find a solution? What does this indicate to you when you have a problem you can’t solve?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

From what you have learned, please explain the process of rethinking? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Rethinking a problem is necessary.

An item to consider- Sometimes you have to step away from a problem in order to get a clear picture of the solution.

21Chapter 17Customer Service – Gaining Trust and Interacting with CustomersEmployability Skills 1.3-Exhibit critical thinking and problem solving skills to locate, analyze and apply information in career planning and employment situations.

Scenario:

Jack was progressing well at Acme Company. He had really developed well and was becoming one of their up-and-coming salesmen. Because of this, the boss called Jack into the office one day and said. “Jack, I just heard from a potential client that I have wanted to get as a regular customer for a long time now. I am going out of town tomorrow and I want you to fill in for me and go see this man”. Wow, what a moment. And, Jack was happy. In that instant, Jack knew that he had gained his bosses trust. It’s not every day or that the boss asks someone to go in his place. Well, Jack had worked hard for this moment. He had paid his dues and put in the hours arriving early and staying late, the first one in and last one to leave. The boss liked that. And, Jack had mastered the fine art of communication. So in that moment, Jack was on top of the world.


Gaining trust is not an easy task. Jack had paid his dues. In the context of this scenario, explain what that means?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How must a boss feel about an employee to send them out in their place?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Gaining trust requires effort. Explain how Jack was able to gain his boss’ trust?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Gaining trust is difficult to do. Consistency is required and doing all the right things. An item to consider- Trust is a breakable, valuable commodity. One must cherish trust and protect it.

22Chapter 18Customer Service – Interacting with CustomersEmployability Skills 1.3-Exhibit critical thinking and problem solving skills to locate, analyze and apply information in career planning and employment situations.

Scenario:

The previous day, Jack’s boss had asked him to go and see a potential client that the boss had long wanted to have as a regular customer. The boss knew that this man would be a faithful customer, if they could just get him to commit. So it’s the day of the meeting with the man and Jack was being lead into the gentlemen’s office by the receptionist. Upon seeing Mr. Smith, Jack smiled and looked him square in the eye while extending his hand for a firm handshake. “Mr. Smith, it’s an honor to meet you sir. My boss asked me to sit in for him today as he is out of town on an urgent family matter.” Mr. Smith smiled and welcomed Jack in, asking him to sit for a long conversation. The meeting went well and Jack walked out shaking Mr. Smith’s hand while saying, “It’s been wonderful sitting and chatting with you. I know that we at Acme can provide you with the product and the service that you are requesting. And, I know that this will be the start of a great relationship between your company and ours”. With that, Mr. Smith smiled and agreed as Jack then turned and departed.


First impressions can never be repeated. Jack was a good stand-in for the boss. In your estimation, what enabled Jack to fill-in for the boss and have such a positive response?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Explain how you think Jack came across to Mr. Smith.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Name some of the things you read that Jack did right? Is there anything else you can think of that Jack might have done?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Eye contact and a firm shake make a good impression. How you leave also adds to that impression.An item to consider- First impressions can never be repeated.

23Chapter 19Workplace ethics – Demonstrating Good Work EthicsEmployability Skills 1.4 Model work readiness traits required for success in the workplace including integrity, honesty, accountability, punctuality, time management, and respect for diversity.

Scenario:

Jack was a hard worker, and came to work each day with a good attitude. He was always willing to do anything he could to help. It didn’t matter the size of the job, Jack was there and ready to see it done. He knew the value that a hard worker added to the company. And Jack wanted the company to do well. And so, Jack was typically the first one to arrive and the last one to leave, of the employees. No one beat the boss to work as it was his baby and he was always working, doing all he could to prosper the company and keep clients happy. And, the boss took notice of Jack’s dedication as it made a big impression on him. In the office one day, the boss asked Jack where he learned his work ethic. “My dad” Jack responded. “As a kid my dad taught me the value of hard work. And he taught me a rhyme”.

‘If a job is once begun, never leave it till it’s done. Do your work great or small, do it well or not at all’. – Author unknown

As Jack quoted that little rhyme, the boss flashed back to his childhood. He had been taught that very same limerick. He smiled deeply as he remembered. “Hard work pays Jack. It’s what got me out of the projects. But remember Jack, always add smart work to your hard work”, the boss added.


Employers take notice of employees that love their work. Why is that?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Dedication at work means a lot to Jack’s boss. What does it mean to you? Explain.__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Doing a job well gives great satisfaction. Why do you think that is the case?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: work ethic is the attitude and attributes that people have towards work, good or bad.

An item to consider - Working hard gets employers attention. A job well-done is something to be proud of.

24Chapter 20Workplace ethics – Showing ResponsibilityEmployability Skills 1.4 Model work readiness traits required for success in the workplace including integrity, honesty, accountability, punctuality, time management, and respect for diversity.

Scenario:

As Jack continued to prove himself and his worth to the company, the boss continued to rely more and more on his talents and abilities. But the thing that impressed the boss the most was that Jack was willing to accept more and more responsibility within the organization of the company. It didn’t matter to Jack whether the need was big or small, he was willing and ready to do what was needed. This is a rare trait and quality that few people possess and the boss new very well how uncommon it is to find this in anyone, especially someone still young in the world of work. But, Jack saw how this one trait was opening up doors of opportunity to prove his value to the company. So, the boss’s acknowledgement of this was like water on barren land to Jack, it inspired him to be even more responsible and committed.


Jack was willing to take on more and more responsibility around the company. Explain why the boss was impressed with this attitude Jack possessed.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Reward comes to those who commit to do their job well. Explain how Jack demonstrated his commitment to doing their job and doing it well.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Explain what the phrase “water on barren land” means to you in the context of this scenario.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Hard work and smart work pays off in the end. Commitment to do good work. Oftentimes opens doors of opportunity that would not open otherwise. Items to consider - We all have a future. How can a person plan for their future. What we do today is preparation for tomorrow.

25Chapter 21Personal Characteristics – Gaining Co-workers TrustEmployability Skills 1.4 Model work readiness traits required for success in the workplace including integrity, honesty, accountability, punctuality, time management, and respect for diversity.

Scenario:

Trust is something that must be earned in life. People in a workplace environment see people at their best and at their worst. Pressure packed moments at work can show who and what a person truly is and it is in these moments that trust can be won or it can be broken.

One such moment took place and it centered on Jack. Jack had taken on a responsibility that had company-wide implications and everyone was dependent on him to get it done. And as the due date was approaching, Jack was getting concerned as the matter had grown to something bigger than Jack had been promised. It was a short-lived responsibility in that it would be accomplished and completed in less than a weeks’ time. However, the strain was great and beginning to wear on Jack. However, he was relentless in his commitment to see that the matter he had dedicated himself to concluding was fulfilled and completed in the time that was required. The last two mornings Jack had showed up to the office to give his total attention to the matter. He arrived at such an early hour that he beat the boss to work by 90 minutes. Jack fulfilled his promise to the boss and to the company. In completing the task he made the whole company look good.


Trust is hard to earn and easy to lose. Do you agree or disagree with this statement? Explain why.

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Why is trust important in an organizational setting such as a company?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What can you do to safe guard the trust that people place in you?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Trust is hard to gain, and easy to lose. One must work to maintain trust.

An item to consider - Keeping one’s word is a great way to earn and keep trust.

26Chapter 22Time Management – Overcoming ProcrastinationEmployability Skills 1.5 Apply the appropriate skill sets to be productive in a changing, technological, diverse workplace to be able to work independently and apply team work skills.

Scenario:

As a boy in school, Jack had fallen into a bad habit of putting assignments off until the last minute. It was not until his junior year that he finally woke up to the fact that he could not successfully create a product and receive a good mark by waiting until there was no time left to put forth the required effort needed to complete the project. His awakening took place when he was assigned to do a book report, an oral presentation, on Monday of the upcoming week. The book Jack was supposed to read was nearly two hundred pages long and Jack hated to read. He tried several times to start, only to find he could not sit long enough to even begin. On Sunday afternoon the day before the due date, he finally opened the book to read, only to discover it was too late. So Jack did what he could to throw a report together, reading the first and last lines of each page which gave no clear picture of any of the events in the story. So when Jack stood in front of the class, he was so unprepared and nervous that he barely put two coherent sentences together about the book. It was a total fail and Jack vowed, in that moment, that he would never put things off but would begin immediately to work on whatever assignment was given, when it was given. Jack never backed off of that vow and it was proving to be one of his keys to success now that he was in the workplace.


Procrastination is when people put things off until the last minute and it can be a serious problem. Explain why you think some people tend to be procrastinators._________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Jack made a choice to never procrastinate again. How impactful do you think the experience of the unprepared book report had on Jack? Explain._________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Have you every procrastinated? How do you overcome the temptation to procrastinate?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Procrastination is a bad habit and should be broken in order to accomplish all that is needed.An item to consider – Procrastination robs people of precious time.

27Chapter 23Person-to-Person Etiquette – Meeting People for the First TimeEmployability Skills 1.6 Present a professional image through appearance, behavior and language.

Scenario:

Jack had learned that first impressions can never be repeated. His dad had taught him that and he often thought about the impression he makes on people when he first meets them. Accordingly, he is always cognizant of how important it is for him to always conduct himself in a professional manner. Practicing politeness to strangers at the store while out in public is something that he had trained himself to always be mindful to do and it helped him remember to conduct himself in a way that presents well to the general public. Consequently, he generally made good first impressions on people as he was always prepared to meet them with a warm hello, a friendly handshake, and a genuine smile. And, when meeting someone for the first time he always repeat s that person’s name at least three times. In doing so, Jack is securing the name in his memory. He understands that there are three types of memory: sensory memory, working memory, and long-term memory (Merriam & Bierema, 2014). His teacher had taught him that sensory memory last seconds, working memory lasts minutes to hours, but long-term lasts a life time. But it takes actively working information by repeating or writing down information to get it into the long-term container in the brain.


First impressions can never be repeated. Why are first impressions so important? Explain.

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What are some things that people can do to make good first impressions?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What was Jack’s understanding of why it’s important to repeat a person’s name when meeting them for the first time? Explain.

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: The importance of presenting yourself positively can never be underestimated.

An item to consider – First impressions can never be repeated because you meet someone for the first time only once.

28Chapter 24Presenting Yourself – Looking ProfessionalEmployability Skills 1.6 Present a professional image through appearance, behavior and language.

Scenario:

Professional development and training is an on-going learning experience when one enters the world of work regardless of the area the person chooses for their occupation. This was no different for Jack, and he was a bit unprepared when the boss told him that he would need to travel to Tampa to a training beginning on Monday. Jack arrived and was attending his first seminar and he was shocked. The trainer stepped on stage and he had an appearance of a Hollywood actor with very stately features and a winning smile. But there was a problem; He was wearing tennis shorts and a polo shirt to present to a group of professionals. Jack got nothing out of the presentation as he was so distracted by the man’s apparel. That afternoon another presenter was in charge of the training. This gentleman appeared nothing close to resembling an actor as he was short and rotund. But, he was professionally dressed and well-mannered in his delivery. Jack heard his every word and received a lot of good information.


A person’s professional appearance matters in the work place. Explain why you think Jack was distracted by the first speakers’ appearance.

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Dressing for success is a key to success. Do you agree or disagree with this statement. Explain why.

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What do you think your professional appearance means to those you might be doing business with and why?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Instructor Notes: Appearance matters in the workplace. People judge your professional competency based on how you present yourself through your appearance.

An item to consider – One should dress for success every day in business. Others will respond to you according to your attire.

29References

Chapter 11

Phutela, D. (2015). The Importance of Non-Verbal Communication. Journal of Soft Skills, IX(No. 4), 43-49.

Chapter 12


Chapter 13


Chapter 15


Chapter 16

Thinking Creatively. (n.d.). Retrieved from Study Guides and Strategies: https://www.studygs.net/creative.htm

Chapter 23

Merriam, S. B., & Bierema, L. L. (2014). In Adult Learning - Linking Theory and Practice (p. 75). Sanfrisco: Josey-Bass.

30

DedicationThis work is dedicated to:

My late wife Lyn who was a teacher and inspired me to become a teacher, even after her death.

And to my wife Kerry who also was a teacher and now is a business woman. She has provided me with encouragement and understanding which gave me the motivation and willpower to complete my Master’s degree and this workbook.

And to my deceased Dad who taught me how to work and how to love it. And to my Mom who is still an inspiration in every way. And lastly, to all the hardworking teachers, especially those who have entered the ranks

of education from another industry, who bring with them volumes of knowledge and experience not found in educational textbooks.

About the AuthorDavid Coleman Sr. is a CTAE instructor of Drafting and Design in both Engineering and

Architecture. Before entering Education, he enjoyed a 23 year career owning and operating his own home design business. After his wife’s death, he pursued their dream for him to become a teacher. He is now in his seventh year of teaching at Cairo High School in Cairo, Georgia. With the successful completion of this Capstone project, David will have earned his M.ED. in Adult and Career Education. David is re-married to Kerry Ann Coleman, the broker/owner of Cairo Realty Company. They reside in Cairo. All of their children have graduated from Cairo High School.

Doctrina V itae

chs.grady.k12.ga.us · web viewworkbook. for training in . employability . skills . doctrina vitae....

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