Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the...

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Speaking and listening

Transcript of Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the...

Page 1: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Speakingandlistening

Page 2: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Tosupportyourunderstandingofthe

Literacy andNumeracy

demandsinyourworkplaceandhowtheyrelatetothe

abilityandefficiencyofyouremployeesto…

Page 3: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

READING

Introduction:Speakingandlistening

Inrelationtothedemandsintheworkplace,forexample:

Documentation,e.g.,Payslips

Forms,e.g.,HazardReporting

Tasks,e.g.,SOPs

Thissetofguideswillsupportyoutoseewhatyouremployeesareabletocopewithintermsoftheirabilityto:

Readwithunderstanding

Writetocommunicate

Listenwithunderstanding

Speaktocommunicate

Makesenseofnumbers

Page 4: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Howtousetheguides

Eachguideis‘subject’basedandgivesanexampleofaworkplacetask/document.

Theguidesshowyouwhatyouremployeeswillcurrentlybeabletocopewith,ateachleveloftheLearningProgressionsandexplainwhy.

Youcanworkthrougheachlevelorgostraighttotheslidethatrelatestotheliteracyandnumeracyskilllevelsofyouremployees(resultsfromtheAssessmentTool).

PleaserefertotheSkillsHighwaywebsiteforFAQs.

Page 5: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

YourstaffwillcompleteaSpeaking

andListeningAttitudeSurvey,to

determinewhattheyfeeltheyneed

supportwith.

Ansampleofthetypeofquestions

thatthissurveymayincludeareseen

here,butthesecanbecustomised.

SMARTgoalscanthenbemade,with

supportoftheirtutor,sothattheyare

workingtowardsimprovingtheir

speakingandlisteningskills.

Skilllevelsofyourstaff

Page 6: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Thefollowingslideswilldetailandexplaintoyouwhatsomeonecancopewith,fromStep1rightthroughtoStep6,whenitcomesto:

Speakingandlisteningtocommunicate,usingaworkplacesituation

SpeakingandListeningGuide

Page 7: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

STEP1AnAccidentCausingInjury

BACKGROUND

Josie’sclient,Joanslippedintheshowerandtoretheskinonhershin.

Josiehaswrittenupanincidentreportformbuthasfounditdifficulttofilltheformoutandincludeallofthedetails.

Shefoundsomeofthewordsdifficulttospell.

JosiehasdecidedtospeaktoherSupervisoraboutwhathappened.

Page 8: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

§ Identifywordsinrunningspeech

§ Usearangeofwordsrelatedtoeverydaytopicsandpersonalexperiences

§ Understandandtakepartinashortconversation

§ Listenforthegistorforspecificinformationinafamiliarsituation

§ Askthespeakertorepeat whattheysaidortoslowdown

STEP1“GoodmorningJosie.Howareyoutoday?”“I’mfinethankyouandyou?”

“Fine,thanks.”“Myclienthadanaccident”“Whoistheclient?”“Joan.”“Wheredidithappen?”“Intheshower.”“Whathappened?”“Joanslippedintheshower.”“Anyinjuries?”“Askintearonherleg.”“Whatpartofherleg?”“Urm……?”“Showmeonyourleg?..............Ahhh,herleftshin?”“Yes,yes.”“Whatactiondidyoutake?”“Sorry?”“Whatdidyoudo?”“Pressedbuzzerforambulance.”“ThankyouJosie.”

Page 9: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Scenarioisfictitiousbutbasedonrealincidentreportform

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STEP2 The Wrong MedicationBACKGROUND

Mr Smith lives on his own and Gemma, his carer calls in on himevery morning and every evening to make sure that he has taken hismedication and helps him to get washed and dressed and makes hisbreakfast/supper.

On the morning of the 4th November, Gemma arrived and Mr Smithwas already up, dressed and was taking his medication. Gemmagreeted Mr Smith and they had a chat whilst Gemma made Mr Smitha cup of tea and some cereal and toast for his breakfast. She madesure Mr Smith was comfortable and left to go to her next client,reassuring Mr Smith that she would be back that evening to get himready for bed and support him to take his medication.

When Gemma arrived that evening, she noticed that Mr Smith hadtaken the wrong medication that morning. Mr Smith was OK butGemma completed an incident form. The incident form was seen byher Supervisor, Gill, who has asked to speak to Gemma about theincident.

Page 11: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

§ Identifywordsinfasterspeech

§ Beawarethatmanywordshavemorethanonemeaning

§ Understandandtakepartinashortconversationthatareabitmorecomplex

§ Listenforthegistorforspecificinformationinafamiliarsituation

§ Knowwhattodowhentheydonotunderstandwhatisbeingsaid

§ Communicatetheirthoughts,feelingsandideas

§ Monitorandchangetheirspeechtosuitthesituationandsothatthediscussioniseffective

STEP2“GoodmorningGemma,howareyou?”“I’mgoodthankyou,howareyou?”

“I’mgoodthanks.Gemma,IseefromanincidentformyoucompletedlastweekthatMr.Smithtookthewrongmedication?”“Sorry?”

“Yourclient,MrSmith,tookthewrongmedicationandyoufilledoutaform.”“Oh,yes,hetookthewrongpillsinthemorning.”

“Ok,butIseehereontheform,thatyoudidn’treporttheincidentuntillaterthatevening,areyouawarethatincidentsneedtobereportedimmediately,aspartofyourhealthandsafetyregulations?AreyouawarethattheprocessandprocedureshereatRosieRetirementrequireyoutodoso?”“Ummm…………………”

“Whydidyounotreporttheincidentstraightaway?”“Ididnotknowhehadtakenthewrongpills………………….ummm,whenIwent

backtohelpMrSmith,thatnight.Icouldseethepillsforthenighthadgone.”“Sohehadtakenhisnighttimepillsthatmorning,bymistake?”“Yes.”

“Ahhh Isee,okthankyouGemma.”“Buthewasok?”

“Yes.”“OK,sohowcanwepreventorstopthisfromhappeningagain?…………“IshouldaskMrSmithnottotakehispillshimself,untilIgetthereandIcheck

thebackofthepacketandgivetohim.”“Thatwouldwork,yes,thankyou.Gemma,Ijustwantedtocheckwhathadhappenedandthatyouwereok.”“ThankyouGill.”

Page 12: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Scenarioisfictitiousbutbasedonrealincidentreportform

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TheNailClippers

BACKGROUND

MrSinghaskedhissupportworker,Sophie,tocuthisfingernails.Hehadsufferedastrokeearlierthatyearandwashavingtroubledoingithimself.Hehastroublestraighteninghisfingersandtheyarecurledunder.ThismadeitdifficultforSophiaandshewasdevastatedwhenshecaughtMrSingh’sfinger,cuttingtheskin.Shestemmedthebleedingandcoveredthewoundandcompletedanincidentreportformwhenshegotbacktotheoffice.ShesawherSupervisor,thenextday,andwastellingherwhathadhappened.

STEP3/4

Page 14: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

§ Usevocabularythatrelatestoeverydayspeech,lesscommonwords,personalexperiencesandfamiliartopics

§ Understanddiscussionsonlessfamiliartopics

§ Identifyunderlyingmeanings

§ Respondtoandusemoresophisticatedskillsinaconversation

§ Usevoice,toneandstresswhenappropriate

“GoodmorningSophia.Howareyoutoday?”

“Goodmorning.I’mfinebuttherewasanincidentatMr.Singh’s.”

“Ooh,whathappened?”

“Yesterday,2Decemberat1pm.”

“Whatandhowdidithappen.”

“MrSinghaskedmetocuthisleft-handnails;thisisthehandthathasbeenaffectedbythestroke.WhenIclippedhisfirstnail,theclipperscaughttheskincuttingacapillaryanditstartedbleeding.”

“Whatimmediateactionwastaken?”

“Iappliedpressureonthewoundwithahandtowelandthenputacoldcompressonit.Iputabandaidoverthewoundtostemthebleeding.”

“Whowitnessedtheincident?”

“Itwasjustusinthehouse,nootherwitnesses.”

“Whatcausedtheincident,inyouropinion?”

“ItwasdifficulttoseewhatIwasdoingasthefingerswerecurledin.”

“Wasthisincidentreportedatthetime?”

“Yes,itwas.Anincidentformwasfilledimmediatelyaftertheincident.”

“ThankyouSophia.”

“Thankyou.Seeyoutomorrow.”

STEP3/4

Page 15: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

Scenarioisfictitiousbutbasedonrealincidentreportform

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ConcernforClient’sHusband

BACKGROUND

Derekliveswithhiswife,Mayandtheyhaveasupportworker,whocomesdailytocheckifeverythingisok.

Onthemorningofthe17th October,theirSupportWorker,JowashelpingwiththelaundrywhilstDerekwashelpingMayshowerandgetdressed.DerekshoutedforJotocomeandhelpastherehadbeenanaccident.

Joreportedtheaccidentonherwork’sincidentreportform.JocaughtupwithherSupervisor,thenextdayandtheywerechattingaboutwhathadhappened.

STEP5/6

Page 17: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

§ Usevocabularythatisspecialisedandacademic

§ Uselanguagetoachieveapurpose

§ Understandconversationbeyondeverydayandtheirpersonalexperiencesandonunfamiliartopics

§ Analysetheirownandotherpeoplesideas

§ Reflectcritically

§ Respondtoanduseappropriatelanguagetomanageinteractionsinaincreasingrangeofformalandinformalsettings

“HiJo,how’stheweekgoing?”

“Yeah…goodthanksGill.TerriblewhathappenedtopoorMayyesterdaythough.Didyouseethat?”

“OhIdidJo,poorthing.Ireadtheincidentreportfromyesterdayafternoon.I’mthinkingweneedtomakesomerecommendationsaboutgivingDerekabitmoresupport,whatdoyouthink?”

“Yeah,Iagree,it’stoomuchforhimtoshowerherandthosetabletsarewhatarecausinghertofallbackwards.Mightbeworthusaskingforthedoctor’ssupportonthistoo?”

“Doyouthinkthat’swhatcausinghertofall?Yeah,Ithinkbutshemusttakethemforhercondition.It’stoomuchforhimtomanage,physically,especiallyintheshower.Thenextthingwillbehimfallingtoo.”

“Yep.You’reright,thisisthesecondtimeMayhasfallenandhitherhead.LasttimewehadtocallanambulanceandshewasrushedtoA&E,shehadtohaveatetanusandstitchesandtheywereconcernedshehassufferedconcussion.”

“Ok,weneedtoputaplaninplace,thiscan’thappenagain.CanyoucontacttheirdaughterandarrangeforatimewhenwecanmeetwithherandDr. Jay,andlet’sarrangetospeaktoDerekandhiswife,May,alltogetherandputaplaninplace?IfyoucanbringyourcopyofyourcarenotespleaseandIwillbringwhatIneedfrommyend.I’mthinkingsoonerratherthanlater,isthatokwithyou?”

“Yeah,noproblem,I’llgetonthattodayandletyouknow.”

“Thanks,Jo.”

STEP5/6

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Scenarioisfictitiousbutbasedonrealincidentreportform

Page 19: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,

TheSkillsHighwayteamandtheIndustryTrainingFederation

gratefullyacknowledgetheworkof

EducationUnlimited

indevelopingthisresource.


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