Course Learning Objectives
• Improve your ability to communicate well in one-onone one and group settings.
• Improve your oral and written communication skills.
• Learn how to effectively use electronic
communication.
1-2
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.
1-3
Components of Basic
Communication Model
Sender
Message
Receiver
Feedback
1-4
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.
1-9
Learning Objectives
Learning 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.
2-2
The Linking Pin
Management
Suppliers to
the Crew
Supervisor
Other
Supervisors
The Crew
Receivers of
the work
2-3
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.
2-6
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.
2-7
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.
3-2
Following Directions
3-3
Power of Effective Listening
• Saves you time
• Builds relationships
• Builds your reputation
3-4
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
3-5
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
3-6
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?
3-8
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.
3-9
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.
4-2
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.
4-6
Feedback: Example Questions
• “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…?”
4-7
Non-Verbal Cues that
Inhibit Conversation
•
•
•
•
Facial expressions
Posture
Gestures
Eye contact
4-8
The Grapevine
4-9
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.
4-11
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.
5-2
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
5-4
Persuasion Strategy
1.
2.
3.
4.
5.
6.
Get their attention
Consider their needs
Ask them questions
Present your ideas
Deal with objections
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
5-7
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.
5-11
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 and
Provide 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 Andy
Scenario 2: Thomas
Scenario 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.
6-11
Learning Objectives
Learning 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
Reports
Tell the history of:
• Who
• What
• When
• Where
• Why events took place.
7-7
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 Objectives
Learning 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
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.
9-2
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