440 Lesson, PT, AK, & Glossary - Pace Learning Systems · With body language, called nonverbal*...

Lesson 440Le

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440

Communicating at Work

Communicating at WorkLesson 440

Workforce Development

Published by Pace Learning Systems, Inc., Tuscaloosa, Alabama. Copyright © 2015 by Pace LearningSystems, Inc. All Rights Reserved. Printed in the U.S.A. No part of this publication may be reproduced,stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical,photocopy, recording, or otherwise, without the prior written permission of the publisher.

Reading

Lesson 201, Reading Strategies: Unit 1

CR07-4201

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Workforce Development

Lesson 440 Communicating at Work

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1. Sophia explains to Mary how to use a hot-glue gun. Mary listens carefully.

Lionel writes the final report on his work team’s project. He turns the report in to the team supervisor*. The supervisor meets with Lionel. They discuss how to finish the next project on time.

Cecilia’s coworker* Al asks her if the new presser is working well. Cecilia smiles and nods as she answers, “Yes.”

2. Each of the examples in Frame 1 demonstrates communication* in

the workplace.

Communication is the exchanging or sharing of thoughts, feelings, or information.

Communication in the workplace is more than simply talking to someone.

How should I communicate* at work? 3. Communication in the workplace should be clear and appropriate* so that

work goes smoothly.

When you communicate clearly, others are able to understand the thoughts, feelings, or information you share. When you communicate appropriately, you share or exchange thoughts, feelings, or information with others that is proper for work.

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4. Sometimes, you will share your thoughts with another person. Other times, another person will share their thoughts with you.

The thoughts you share or exchange at work should be communicated clearly and __________. Communicating __________ and appropriately helps __________ go smoothly.

5. Communication that is appropriate for work is:

� Respectful* � Friendly � Professional* � Usually about work

6. Your communications at work should be respectful.

Being respectful means treating others as you want to be treated.

7. You should __________ clearly and appropriately at work. When you

communicate clearly, others __________ you. When you communicate appropriately, your communications are __________, friendly, professional, and usually about work. Communication at work may be:

� By speaking and listening, called oral* communication � By writing and reading, called written communication � With body language, called nonverbal* communication

Body language is a way of communicating without words. We communicate by the ways we stand and sit. We communicate by how we move and our facial* expressions. Body language reflects what we think or how we feel.

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4. appropriately; clearly; work 7. communicate; understand; respectful

8. Emily gives a presentation* to a group of five coworkers. They pay attention. They take notes. They understand Emily’s ideas because she speaks clearly and because they listen carefully.

__________ communication happens when people speak to and listen to one another.

9. Brett plans to take his vacation in September. He gets a memo* from his supervisor. Brett reads that he should not request* vacation time from September 1 until September 30. His work team will be busy during that time.

The memo is an example of __________ communication. Brett’s supervisor writes the memo, and Brett reads it.

10. Sometimes, people communicate without words. This is called __________

communication, or body language.

Grace talks to her coworker Wayne. They are planning a company open house. Wayne smiles and nods. He looks Grace in the eye as she speaks. Through his body __________, Wayne shows that he is paying attention.

Wayne’s body language communicates appropriately. It shows Grace that he thinks her comments are important. Wayne’s body language shows respect for Grace.

answers to previous page

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8. Oral 9. written 10. nonverbal; language

11. Your communication at work may be oral, by __________ and __________. Your communication at work may be written, by __________ and __________. It may be nonverbal communication, or __________. Whichever way you communicate, you should communicate clearly and appropriately with everyone.

Why should I communicate clearly and appropriately at work? 12. Communicating clearly and appropriately at work:

� Helps employees* complete work that must be done � Contributes* to a positive*, pleasant work environment* � Shows a strong work ethic*

13. When you communicate clearly and appropriately, you help work go smoothly.

You help get tasks done.

A task is work to be done. When you complete a task effectively, you complete it properly and on time.

Lesson 430, Completing Tasks Effectively, tells how to complete tasks at work.


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11. speaking or listening; listening or speaking;

writing or reading; reading or writing; body language

14. Sophia shows Mary how to use a hot-glue gun. Mary listens carefully. She asks Sophia questions.

Later in the day, Sophia returns to Mary’s workstation. Sophia sees that Mary is using the hot-glue gun correctly. Sophia asks, “How are you doing with the glue gun, Mary? Any problems?”

Mary shakes her head. She says, “No problems at all. Thanks for helping me learn to use it.”

Mary can operate the hot-glue gun because she __________ carefully to Sophia’s directions. Mary can operate the glue gun because she __________ the necessary information from Sophia.

15. Enrique explains how to strip paint from a chair. Marcus watches Enrique. Enrique shows how to use steel wool and paint stripper on the chair. Marcus listens carefully. He nods and says, “Thanks. I think I can do the rest of the chair.”

Enrique watches Marcus strip paint from the chair. He says, “You paid attention, Marcus. You are getting all the paint off, even in the carving. I know how hard that is. I’ll be back to see how you’re doing in a few minutes.”

Because Enrique gives directions clearly, Marcus receives the necessary __________ to complete the task properly. Because Marcus __________ carefully to Enrique’s directions, he can complete the task properly. __________ clearly helps their work go smoothly.


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14. listens; receives or gets 15. information; listens; Communicating

16. What if Enrique had not explained clearly how to strip the chair? What if Marcus had not listened to Enrique’s directions? Marcus would not have been able to do the task __________.

17. Enrique gives Marcus the help he needs to do his task well. Enrique’s communication is clear. It is appropriate.

Instead, what if Enrique had said, “It’s really easy. You can figure it out for yourself”?

This communication is clear. However, it is disrespectful* and unfriendly. It is not professional. It is not appropriate.

If Enrique had said this, Marcus might have thought he could not get help from Enrique. He probably would not have asked Enrique for help again. What might happen if Marcus tried to do the task without help and directions? __________

18. Marcus and Enrique communicate about stripping the paint from a chair.

Stripping paint from the chair is a __________ that must be completed. Their communication is about work. It is proper for work.

Instead, what if Marcus had said, “You can show me how to do the chair in a minute. Did you watch the basketball game last night? It was great! I went over to Josie’s for supper, and then we watched the game. She doesn’t like basketball much, but she knew I wanted to see it. Anyway, she thought maybe you and Sharon could come over Friday. We could cook out.” This communication wastes time that should be spent __________. It is not __________ for work time.


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16. properly or similar* answer 17. He might make mistakes. or similar answer 18. task; working or similar answer; proper

or appropriate

19. During your hours at work, you will probably take a meal break or shorter breaks. During breaks, you may communicate about other matters besides work. You may talk about personal* matters. However, your communication during breaks should be respectful, friendly, and professional.

Work time is different from break time. When you are being paid to perform tasks, your attention should be on the tasks. Your communication should be about __________, not personal matters. Communicating about matters besides tasks during work time wastes __________ that should be spent on tasks.

20. When you communicate clearly and appropriately, you contribute to a pleasant,

positive work environment.

Look again at Enrique and Marcus’s story in Frame 15. When Enrique finishes giving directions, Marcus thanks him. When Marcus does a good job stripping the chair, Enrique compliments him on his work. Enrique and Marcus communicate with respect and friendliness.

Because Marcus and Enrique communicate clearly and appropriately, they complete __________ well. Because they communicate clearly and appropriately, they help to make their work environment pleasant and __________.


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19. work or tasks; time 20. tasks; positive

21. Communicating clearly and appropriately helps work go smoothly. It contributes to a pleasant, positive work environment. Communicating clearly and appropriately also shows a strong work ethic.

A person with a strong work ethic believes that work is an important part of life. He values doing a good job for himself and for his employer*. Employees who show a strong work __________ are valuable employees. They are valuable because they help the company operate well.

22. When you communicate clearly and appropriately, you show a strong __________. You help the company operate well. You make a valuable contribution* to the company.

When you make this valuable contribution, your supervisor may notice. Your

supervisor may note in your personnel* file that you communicate well. A personnel file or employee record contains information about an employee’s

work performance* and work habits.


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21.22.

ethic work ethic

23. Janice communicates clearly and appropriately at work. For example, she listens

carefully when she is given directions. She speaks and acts respectfully to others.

One day, Janice’s coworker Charlie is upset. He blames Janice for a problem that is not her fault. However, Janice’s behavior toward Charlie is respectful. She explains that she did not cause the problem. Charlie apologizes and asks for her advice about solving the problem. Together, Janice and Charlie think of a way to solve the problem.

Janice’s supervisor overhears the conversation. He notices that Janice helps solve the problem in a professional way. He is pleased with her __________ skills.

Janice’s supervisor sees her in the break room. He says, “I heard you talking with Charlie earlier. You were right to stay calm when he was upset with you. I’m glad you were able to fix the problem together.” Later, he makes a note of how Janice handled the situation in Janice’s personnel __________. Janice’s supervisor knows that she makes a valuable contribution to the company.


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23. communication; file

24. When your supervisor conducts your performance evaluation*, she may discuss communication with you.

A performance evaluation or performance review is the employer’s examination and judging of an employee’s work. It is usually presented officially to the employee in writing. It is usually discussed in a meeting between the employee and his or her supervisor.

Your supervisor may talk about ways that your communication skills show a strong work ethic. He or she may talk about ways that you help the company operate well. Your supervisor may talk about ways you can improve your communication skills.

25. Communication skills are important, no matter what job you have.

Communicating clearly and appropriately helps the company operate well.

Communicating clearly and appropriately shows a __________ work ethic. You should show a strong work ethic by communicating __________ and __________ with everyone.

26. You and your coworkers are a team. You must work together to complete

__________ well. You communicate with coworkers when you:

� Plan how to complete a task � Give and receive directions � Cooperate in a team � Ask questions � Ask for help with a problem


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25. strong; clearly or appropriately; clearly or

appropriately 26. tasks

27. You communicate with your supervisor when you:

� Receive directions � Ask questions � Report on your progress with tasks � Offer your ideas � Ask for help

Communicating clearly and __________ with your supervisor and coworkers helps to establish respectful and positive working relationships.

28. You communicate with customers when you:

� Help the customer find a desired item � Provide a service for the customer � Solve a problem for the customer

Communicating __________ and __________ with customers helps you to identify* their wants. This helps you serve customers well.

When you serve customers well, they are likely to use your company’s product or service in the future. They are likely to recommend* your company to others.


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27. appropriately 28. clearly or appropriately; appropriately

or clearly

29. You should communicate clearly and __________ with everyone at work. This shows a strong __________. This makes a valuable contribution to the company.

Communicating well at work may increase your chances of receiving a pay raise or promotion*. However, if you do not communicate well, you may receive a warning from your supervisor. If you receive a formal* warning to improve your communication skills, talk with your supervisor.

A formal warning is a notice to an employee, usually in writing. The notice advises the employee to improve a certain work habit or stop a certain behavior. The employer will take action if the employee fails to improve the work habit or stop the behavior.

If you receive a formal __________, make the effort to improve. If your skills do not improve, you may receive a poor performance __________. You may lose your job.

30. At work, you may use written, oral, or nonverbal communication. You should communicate clearly and appropriately with everyone. Clear and appropriate communication is necessary for success at work.

You are now ready to complete Worksheet 440A, “The Importance of Communicating at Work.” When you finish the worksheet, go to Frame 31 and continue this lesson.


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440 Lesson, PT, AK, & Glossary - Pace Learning Systems · With body language, called nonverbal*...

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