sceptre presentation
TRANSCRIPT
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Learning the Office Lingo
A web-based resource on
professional communication
Dr. Doris Dippold
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About myself Lecturer in German (Department of
Languages and Translation Studies)
Programme Director BusinessManagement & Languages
Research interests: Professionalcommunication, intercultural
communication, interactionalsociolinguistics (study of theinteraction of language and social life)
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Exercise
Situation: The new timetables are out.
Unfortunately, you have left it too late to checkdetails, and you are finding that one of yourclasses has been scheduled for Friday 4pm.
You would like to have this class moved to startyour weekend early and avoid overly tiredstudents. Your know however that your HoD willnot be happy to approve, as any late changesmight throw the entire timetable into chaos.
Task: Role-play this conversation in pairs, oneplaying a staff member, one the HoD.
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Discussion What was the result of your conversation?
Who achieved their goals?
Why?
What communication skills were required of youand your partner in this scenario? Assertiveness
Diplomacy / politeness
Clarity of expression
Listening skills Self-control (control of emotional reactions)
Consideration of interlocutors goals
Ability to read others reactions (i.e. through bodylanguage etc.)
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Rationale
One of the most important employability skills
2008 Survey by the Council for Industry and HigherEducation: communication skills ranked 1st inimportance
But: employers are not satisfied with graduates levelof communication skills
Placement year: opportunity to developcommunication skills in the real world
Former LTS student:
My self-confidence was something that increasedrapidly from completing my first placement and Ifound it was key in communicating effectively,important to my course and my future career.
Debra fromThe Apprentice
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Design principles Focus on the development ofreflective skills rather
than the presentation of fixed rules for communication
Emphasis on
Influence of feelings/emotions on language use
Sharpening observational skills to learn from others
Recognizing what effect verbal and nonverbalstrategies may have on others
Students placement experiences (placement reports,SCEPTrE placement stories) as point of departure
Clips from The Apprentice to illustrate issues
Interactive exercises
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Design principles
Self-awareness
Knowing ones emotions andpreferences, being aware of
ones strengths and weaknesses
Self-control
Managing ones emotions,controlling ones impulses, using
ones resources
Social awareness
Being aware of others
(individuals and organisations)
feelings, needs and perspectives
Communication skills
communication skills to bring
about good relationships with
others and attain personal and
group goals
Four areas of communication skills
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Structure of theResource
Section 1: Communication and emotions Communication and its effects
Communication features
Communication and context
Emotions in social interaction
Verbal and nonverbal strategies
Listening skills
TOP TIPS: Becoming a better communicator
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Structure of theResource
Three reflective tools Self-analysis tool: allows for self-
assessment of skills (self-awareness,
self-control, social awareness,communication skills)
Evaluation tool: allows for self-evaluationor evaluation of another person after an
interaction Planning tool: allows to plan ahead for
challenging social encounters
t4
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Slide 9
t4 You mention two planning tools here. Could one be renamed?
Also, the second one sounds really useful.tp000
4, 7/15/2010
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Structure of theResource
Section 1: Communication and emotions Task 1: Use the self-analysis tool to assess your
current level skills in all four skills dimensions:
To what extent does each statement apply toyou? Do you have particular strengths orweaknesses in any of the four dimensions?
Task 2: Watch three clips from the 2009 seriesof "The Apprentice". Use each clip to judge thecommunication skills of the candidates: what dothey communicate, verbally or nonverbally? Howcould this behaviour be perceived?
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Structure of theResource
Section 2: Communication acrosscultures and languages Intercultural communication
TOP TIPS: Dealing with cultureshock
Communication in a foreignlanguage
TOP TIPS: Dealing with language
problems Communicating in your own language
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Structure of theResource
Section 3: Communication inprofessional settings
Getting things done at work: Scripts,jargon, register, etiquette
Communicating on the phone
Communicating with customers
Fostering relationships at work Teamwork, collaboration and conflict
Written communication
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Structure of theResource
Section 3: Communication inprofessional settings
Task 3: Watch clips 1 and 2 from an
Apprentice team meeting. The team needsto make a decision about a cartooncharacter for the launch of a new cerealbrand.
Using the evaluation tool, evaluate Philips(blue shirt, black tie) communication skills.
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Structure of theResource
Section 4: Communication throughthe placement lifecycle
Your expectations Surviving your first day
Dealing with problems
Understanding instructions
On your last day
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Structure of theResource
Section 4: Communication through theplacement lifecycle Task 4: In groups, discuss one of the problems
described here. How should a placement studentaddress this particular problem?
From your own experience (as placement tutor /former placement student etc.), can you think ofother common problems / scenarios studentsare facing? What are the most commoncommunication problems for students onplacement?
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Embedding the
Resource
LTS Resource available through ULearn
Available for use in modules as self-study
resource (Level 1 oral modules, Level 2intercultural communication, Level 3professional communication)
Professional training:
Placement preparation sessions to include
session on communication skills Students to draw on resource to write reflectivelogs and placement reports
Other departments?
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Embedding Communication Skills in
UG Curricula LTS
Modules: Oral skills, Writing Skills, InterculturalCommunication, Professional Communication Mapped onto PDP roadmap
Supported by PebblePad Module content
Oral skills module: presentations, negotiations +reflection
from how to give a good presentation to how am I asa presenter
R
eflection What effect do I have on others? Action plan for future communicative encounters?
Professional training: see above
Other departments?
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Possible further developments discipline-specific additions to resource
e.g. communication in medical settings etc.
case studies Critical incidents
Students to relatethose to conceptslearned from theresource
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Possible further developments Further research
What specific communication skills areneeded in different disciplinary areas? (e.g.
medical field ability to show empathy etc.)? What verbal / nonverbal strategies
contribute to the impression of somebodybeing a skilled communicator?
What are the skills students primarily lack,
and how can they be developed? What factors contribute to placement
students (or other novices) developingcommunication skills?
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Your feedback, input & ideas Please let me have
Your thoughts on the elements of the resource
Your thoughts on the reflective tools
Please share with me Your thoughts on possible implementation in
your programmes/departments
Contact Details:
E-Mail:[email protected]
Phone:Ext. -3059