Course Learning Objectives• Improve your ability to communicate well in one-on-

one one and group settings.

• Improve your oral and written communication skills.

• Learn how to effectively use electronic communication.

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Session 1 Learning Objectives•Define effective communication.

•Recognize and define the different forms of communication.

•Recognize how communication affects productivity.

•Demonstrate effective communication on the jobsite.

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Components of Basic Communication Model

1-4

Message ReceiverSender

Feedback

Verbal Communication

• Message content– Use words they know and understand.– Use very specific terms and language.– Keep it short and simple.

• Voice inflection and body language• Attentive listening• Response

1-5

Written Communication

• The message content– Use words they know and understand.– Use very specific terms and language.– Keep it short and simple.

• Emphasizing your message• Comprehension• Response

1-6

Practicing Effective Communication

• Work in pairs and complete the activities described on Worksheet WS 1-1.

• Switch roles for each situation. • Demonstrate the verbal directions and discuss what is

good and what could be improved.• Read your directions and discuss what is good and

what could be improved.

1-7

Using on the Job What You Learned Today

•Jobsite Assignment–Analyze the next verbal communication that takes place on the

jobsite. •To Get Ready for Session 2

–Read Session 2, “Supervisors as Effective Communicators.”–Be sure you understand these key ideas:

• Your company’s communication system • Your role in the flow of information• Barriers to effective communication• The chain of command in effective communication

1-8

Summary and Self-Evaluation

• Complete Self-Evaluation sheet at the end of Session 1.

• Complete the Jobsite Assignment before the next session. Note the items that should be done to get ready for

Session 2. • Complete the Action Plan found in the manual.

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Learning ObjectivesLearning Goal for Session 2

–Learn to recognize the supervisors role as an effective communicator and identify barriers to this process.

Learning Objectives–Communicate effectively in your company’s communication

system. –Recognize the role of the supervisor in the information flow

process. –Overcome barriers to effective communication. –Communicate within the chain of command.

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The Linking Pin

Management

Supervisor

The Crew

Other Supervisors

Receivers of the work

Suppliers to the Crew

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Leadership and Communication Styles

• Tell• Sell• Consult• Join• Delegate

2-4

Barriers to Communication

• Personal barriers• Environmental barriers• Language barriers• Organizational barriers

2-5

Using on the Job What You Learned Today

•Jobsite Assignment–Enhance your role as facilitator and coordinator of timely

information.•To Get Ready for Session 3:

–Read Session 3, “Learn to Listen.”–Be sure you understand these key ideas:

• Learn the keys to effective listening.• Remove barriers to listening.• Recognize that non-verbal cues interfere with listening.

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Summary and Self-Evaluation

• Review the Jobsite Assignment at the end of Session 2.• Complete this activity before the next session. • Complete the Action Plan.• Complete the Self-Evaluation.• Read the next session, work through the Jobsite Assignment

described on the first page of Session 3, and prepare for the next class session.

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Learning Objectives

Learning Goal for Session 3–Learn that listening skills are important to construction

supervisors and will provide power.Learning Objectives

–Recognize the power of effective listening.–Apply the keys to effective listening to various communication

situations.–Remove barriers between speakers and listeners.–Recognize non-verbal cues that interfere with effective

listening.

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Following Directions

3-3

Power of Effective Listening

• Saves you time• Builds relationships• Builds your reputation

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Keys to Effective Listening

• Keep an open mind• Work at listening• Concentrate on facts• Evaluate content only• Resist distractions• Remain quiet

• Be patient• Make meaningful notes• Ask meaningful

questions• Restate and summarize• Practice often

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Barriers to Effective Listening

• Not paying attention• Interrupting• Hearing what you want• Getting ready to argue

• Don’t like the speaker• External distractions• Internal distractions

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Non-Verbal Cues to Listening

• Positive Cues– Body posture– Body movement– Facial expressions– Attitude

• Negative Cues– Body posture– Body movement– Facial expressions– Attitude

3-7

Using on the Job What You Learned Today

•Jobsite Assignment– Practice effective listening skills learned.

•To Get Ready for Session 4– Read Session 4, “Carrying on Conversations.”– Be sure you understand these key ideas:• How do you interact with others?• Are your conversations natural?• Do you ask questions and respond with answers?• Did you send any non-verbal cues that disrupted the conversation?

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Summary and Self-Evaluation• Complete the Self-Evaluation sheet.• Have participants refer to the Jobsite Assignment at

the end of Session 3.• Complete this activity before the next session. • Complete the Action Plan found in their text at the

end of Session 3.• Read through Session 4 and prepare for the next

meeting.

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Session 4 Learning Objectives

• Interact with others in a one-on-one situation.• Effectively control the nature and tempo of a

conversation.• Ask questions and give answers that provide

necessary information.• Avoid non-verbal cues that inhibit conversations.

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Components of Conversation

• Sender• Message• Channel• Receiver

4-3

Complications in Conversations

• Complete Worksheet 4-1

4-4

Control the Conversation• Discuss why it is important for supervisors to

control conversations.• Remember that conversation control is not a

power issue.• Follow along in your manual for the following

discussions• Share examples you have encountered at work

4-5

Conversation Tips• How you say it is just as important as what

you say.• Begin on common ground.• Be an example.• Practice your listening skills as you wait for

feedback.• Make time to talk to yourself.

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Feedback: Example Questions

4-7

• “What do you think we should do about…?”• “Would you repeat that so I know you understand

what I need? • “What specifically do we need to review again?” • “I think you like my basic idea, but what changes

can we make in the plan?” • “Maybe I am not clear, but weren’t you asking

about…?”

Non-Verbal Cues that Inhibit Conversation

• Facial expressions• Posture• Gestures• Eye contact

4-8

4-9

The Grapevine

Using on the Job What You Learned Today

• Name the components of a conversation and identify and overcome various complications that may arise.

• Control conversations and encourage feedback so you can gather needed information.

• Ask questions that gather pertinent information.• Recognize non-verbal cues that inhibit and/or enhance

conversations

4-10

Summary and Self-Evaluation• Have participants refer to the Jobsite Assignment at the end

of Session 4.• Complete this activity before the next session.• Complete the Action Plan for Session 4 found in your book and

use it to complete the Jobsite Assignment.• Go to the Self-Evaluation sheet at the end of Session 4 in your

books and complete it. If there is time, review the answers.• Read Session 5 and work through the Jobsite Assignment at

the beginning of Session 5 in preparation for the next meeting.

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Learning Objectives

Learning Goal for Session 5–Learn to influence others through persuasion and negotiation

and learn to deal with difficult people.Learning Objectives

–Persuade people to do what you want them to.–Negotiate with others to achieve win-win resolutions on your

job. –Remain clam in confrontational situations. –Deal with difficult people.

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Persuasion Approach

5-3

Prepare to Persuade

Scenario 1: A difficult piece of safety equipment

Scenario 2: A different type of flooring material

Scenario 3: A Sunday delivery

Scenario 4: The four-day weekend

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Persuasion Strategy

1. Get their attention2. Consider their needs3. Ask them questions4. Present your ideas5. Deal with objections6. Restate your ideas

5-5

Negotiation

• Find out what both parties want.• Finds areas of common ground.• Reach a compromise.

5-6

Handle these Negotiations

Scenario 1: A difficult piece of safety equipment

Scenario 2: A different type of flooring material

Scenario 3: A Sunday delivery

Scenario 4: The four-day weekend

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Confrontation• Speak to the person alone.• Focus on the message and not the person.• Practice positive non-verbal cues. • Practice your effective listening skills.• Ask qualifying questions.• Be empathetic and propose a solution.• Ask the person to sit down. Then sit down also.

5-8

Handle These Confrontations

Scenario 1: The opposing group

Scenario 2: The angry client

Scenario 3: The tardy electrician

Scenario 4: The angry crew member

5-9

Using on the Job What You Learned Today

•Jobsite Assignment– Practice persuasion and negotiation skills on the jobsite.

•To Get Ready for Session 6– Read Session 6, “Communicate with Your Crew.”– Be sure you understand these key ideas:

• Building consensus in your crew. • Providing directions, instructions and orders. • Completing performance evaluations. • Offering feedback.

5-10

Summary and Self-Evaluation• Have participants refer to the Jobsite Assignment at the end of

Session 5• Complete this activity before the next session.• Complete the Action Plan and use it to complete the Session 5

Jobsite Assignment.• Go to the Self-Evaluation sheet at the end of Session 5 in your

books and complete it.• Read the next session, work through the Jobsite Assignment,

on the first page of Session 6, and prepare for the next class.

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Learning Goal and Objectives

Learning Goal for Session 6– Learn to successfully communicate with your crew as they

look to you for leadership, directions and performance feedback.

Learning Objectives– Build consensus among your work crew. – Give directions, instructions and orders. – Complete performance evaluations and provide feedback. –Offer corrective feedback.

6-2

Communicating With Your Crew

• How often does your supervisor include you or your coworkers in the decision-making process?

• Do you receive clear directions about your responsibilities?

• Do you get feedback about your performance?• How do you feel when your efforts are criticized?

6-3

Building Consensus

• Maximize communication.• Involve workers in making decisions.• Implementers should have input.• Crews will not tear down what they help build.• Supervisor still makes the decisions.

6-4

Give Orders andProvide Instruction

Three suggestions to help you include:1.Have confidence in yourself.2.Demonstrate confidence to your workers.3.Continue to work on these things.

6-5

Giving Orders and Instructions

• Don’t be afraid to issue orders.• Make orders and instructions specific.• Tailor orders and instructions to the receiver.• Don’t give orders or instructions if they aren’t

needed.• Check for understanding.

6-6

Barriers to Effective Performance Evaluations

• Personal prejudices or biases• Lack of company policies• Halo effect• Pecking order• Heat of the moment

6-7

Giving Constructive Feedback• Stay objective.• Be positive.• Be prepared.• Be realistic.• Make feedback a two-way

communication process.• Focus on being helpful.

6-8

Case Study: A Bad Attitude

Your options:• Written or verbal warnings• Transfer to another job• Frequent work checks and reviews• Change work assignment• Terminate• Other?

6-9

Provide Feedback and Plan for Improvement

Develop a strategy that includes a performance review and a plan for improvement for all three scenarios:

Scenario 1: Samuel and AndyScenario 2: ThomasScenario 3: Roberto

6-10

Summary and Self-Evaluation

• Complete the Section 6 Jobsite Assignment before the next session.

• Complete the Action Plan.• Complete the Self-Evaluation sheet.• Read through Session 7, work through the Jobsite

Assignment, and prepare for the next class.

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Learning ObjectivesLearning Goal for Session 7

– Learn writing tips for becoming an effective communicator.Learning Objectives

– Recognize the need for written documents and records.– Develop good writing skills and habits. – Complete necessary correspondence such as emails, logs,

memos and letters.– Organize and develop you communication goals.

7-2

Written Communication is Important

• Requesting information.• Responding to requests for information.• Making recommendations.• Notifying others of changes.• Providing information for the record.

7-3

Select the Proper Format

Choose the type of written communication you would use for each example:

• Job Log• Memo• Letter• Email• Alternate

7-4

Writing Clearly, Accurately and Thoughtfully

• Use language the receiver will understand.• Don’t use a lot of words to say simple things.• Be certain of your intentions.• Be businesslike and professional.

7-5

Logs

Include:Dates — Make an entry every day.

Times — Keep track of hours worked, delivery times, etc.

Notes — Keep track of information to report or remember later on.

7-6

ReportsTell the history of:• Who• What• When• Where• Why events took place.

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Memos

• To and From lines• Date• Subject• Structure• Conclusion

7-8

Letters

• Recipient name and address• Date• Salutation• Introduction• Concise information• Complimentary close and signature• Copy (or cc:) line

7-9

Email• Use accurate email addresses.• Include specific subject-line.• Include specific content that includes follow-up and action

items.• Use proper grammar and punctuation.• Do not include jokes; use humor with caution. • Review the message for accuracy and intent.• Remember emails are a written record of your position or

judgment.

7-10

Develop Writing Skills

Part 1 - Log Writing

Part 2 - Memo Writing

Part 3 - Letter Writing

7-11

Summary and Self-Evaluation• Complete the Jobsite Assignment before the next

session.• Complete the Action Plan.• Complete the Self-Evaluation sheet.• Read through Session 8 and prepare for the next

session. Be sure you understand these key ideas:–In order to lead productive meetings, supervisors must

prepare in advance.–During meetings, it is important to stay focused and follow

through completely on any assignments or tasks.

7-12

Learning ObjectivesLearning Goal for Session 8

– Learn to hold successful meetings to achieve goals and objectives and be an active participant.

Learning Objectives– Understand the purpose of meetings.– Plan and facilitate successful meetings. – Act as a positive participant in meetings.

8-2

“Why Am I Here?”Think about a meeting you attended recently.

•What was the purpose?•What needed to be accomplished?•Why were you there?•Was the meeting successful?

8-3

Planning the Meeting• Have a clear purpose and focused objective.• Identify people you want in the meeting.• Develop the meeting agenda.• Identify time and place.• Notify participants, distribute the agenda and

related materials.

8-4

Facilitating the Meeting• Start on time, end on time and stick to the

agenda.• Introduce the meeting.• Address the major objectives.

8-5

Closing the Meeting• Restate the objectives and summarize the

conclusions and action items.• Schedule the next meeting.• Follow through.

8-6

Planning a Meeting

Scenario 1: The Mechanical Contractor

Scenario 2: The Safety Consultant

Scenario 3: The Union Contractor

8-7

Improve Your Participation

• What did you do to prepare for the meeting?

• How did you help to accomplish the meeting’s objectives?

• What did you do to follow up?

• How could you have been more productive?

8-8

Be a Positive Participant• Prepare for the meeting.• Pay attention and be involved.• Follow through on your assignment.

8-9

Summary and Self-Evaluation• Have participants refer to the Jobsite Assignment at the end

of Session 8.• Complete this activity before the next session.• Complete the Action Plan found in their text at the end of

Session 8.• Complete the Self-Evaluation sheet.• Read through Session 9.

Be sure you understand these key ideas:– What the various types of electronic communication include and

how they might help construction supervisors perform their jobs more effectively.

8-10

Learning Objectives

9-2

Understand the importance of electronic communication devices to you and your company.

Understand tips for using electronic communication. Identify uses of the Internet to gather information and do research to improve your company’s competitive abilities.

Identify electronic means to enhance your communication ability in order to improve productivity.

Electronic Communication Devices

• Which types of devices do you use? What are the advantages / disadvantages of each?

• Which types of devices do you wish you had? Why?

• Which devices do you have – but don’t use? Why?

9-3

Electronic Communication Considerations

• Stay focused on purpose• Enunciate words • Pronounce words correctly and use the right words• Slow speech• Use appropriate tone and volume• Use pause and don’t interrupt

9-4

Electronic Communication Considerations (continued)

• Keep the flow and control the conversation.• Be mindful of environment.• Focus on the conversation.• Close with understanding.

9-5

Communications and the Internet•What are you using?•Activities that didn’t work as well as expected.•Plans for the future.

9-6

Summary and Self-Evaluation• Go to the Jobsite Assignment at the end of Session 9.• Complete this activity before the next session. • Complete the Action Plan found in the text at the end

of Session 9.• Complete the Self-Evaluation sheet.• Read through Session 10.

Be sure you understand these key ideas:• Communicate effectively during project close-out.• Review the concepts covered in Unit 2, Communication

9-7

Learning Objectives

Learning Goal for Session 10– Influence your company’s communication system as well as

improve your on-site communication activities.Learning Objectives

– Communicate effectively during project close-out. – Review key concepts from unit sessions. – Demonstrate self-improvement in verbal, non-verbal and

written communication. – Improve communication systems on your job and within your

company.–

10-2

Project Close-Out

• Drawings and specifications• Files• Training documentation• Other documentation• Subcontractors

10-3

“Let’s Wrap This Up!”

• Part 1 – Individual work

• Part 2 – Group work

10-4

Planning Effective Communication

• Who• What• Where• When• How

10-5

Session Review and Summary

• Session 1• Session 2• Session 3• Session 4• Session 5

• Session 6• Session 7• Session 8• Session 9• Session 10

10-6

Post-knowledge Survey

• Complete RWS 10-1 Post-Knowledge Survey

10-7

Closing Activities

•Registration and Evaluation–Register course completion for the STP and database

–Provide feedback

•Action Plan–How you will apply what you have learned?

•Award Certificates

10-8