Series 900: Maintenance Management
Course 906: Effective Spoken Communication
Covers how to use various communication tools. Demonstrates effective interview techniques. Identifies the different levels of verbal and nonverbal language. Discusses the importance of listening. Explains how to motivate personnel through effective communication.
Lesson 1 - Communication Objectives
Topics:
Training new employees; Setting an example; Giving instructions; Using communication tools; Speaking on the telephone; Interviews
Learning Objectives:
- Explain how communication works.
- Explain how to use the various communication tools.
- Give examples of effective telephone use.
- Tell how to give and receive instructions effectively.
- Demonstrate effective interview techniques.
Lesson 2 - How To Say It
Topics:
Understanding circumstances and the receiver's background; Eye contact; Personal appearance; Body language; Understanding verbal clues
Learning Objectives:
- Describe the importance of context in communication.
- Describe how a receiver's back-ground affects the message.
- Define and give examples of nonverbal language.
- Tell how gestures affect communication.
- Identify the different levels of communication.
Lesson 3 - Using Words Effectively -
Topics:
Word awareness; Understanding varied meanings; Spelling skills; Pronouncing words; Changes in workplace vocabulary
Learning Objectives:
- Explain the importance of precise word choice.
- List a few ways in which language grows and changes.
- State techniques for improving pronunciation.
- Give examples of using the dictionary effectively.
- Describe ways to improve vocabulary.
Lesson 4 - How to Listen
Topics:
Good vs poor listening; How to be a good listener; The importance of feedback; Asking questions; Paraphrasing; Be open to new ideas
Learning Objectives:
- Tell how to be a good listener.
- Explain what makes a poor listener.
- Give techniques for identifying problems through good listening.
- Explain the importance of getting feedback.
- Show how to ask questions and paraphrase.
Lesson 5 - Communication Maintenance
Topics:
Making sure instructions are clear; Handling bad news; Motivating your crew; Checking language skills; Developing your vocabulary; Listening
Learning Objectives:
- Give techniques for developing a management vocabulary.
- Tell how to check and maintain language skills.
- Show how to make sure instructions are clear.
- Explain how communication can motivate a crew.
- Give techniques for improving listening as a supervisory skill.
