sceptre presentation

8/8/2019 SCEPTrE Presentation

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Learning the Office Lingo

A web-based resource on

professional communication

Dr. Doris Dippold


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About myself Lecturer in German (Department of

Languages and Translation Studies)

Programme Director BusinessManagement & Languages

Research interests: Professionalcommunication, intercultural

communication, interactionalsociolinguistics (study of theinteraction of language and social life)


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Exercise

Situation: The new timetables are out.

Unfortunately, you have left it too late to checkdetails, and you are finding that one of yourclasses has been scheduled for Friday 4pm.

You would like to have this class moved to startyour weekend early and avoid overly tiredstudents. Your know however that your HoD willnot be happy to approve, as any late changesmight throw the entire timetable into chaos.

Task: Role-play this conversation in pairs, oneplaying a staff member, one the HoD.


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Discussion What was the result of your conversation?

Who achieved their goals?

Why?

What communication skills were required of youand your partner in this scenario? Assertiveness

Diplomacy / politeness

Clarity of expression

Listening skills Self-control (control of emotional reactions)

Consideration of interlocutors goals

Ability to read others reactions (i.e. through bodylanguage etc.)


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Rationale

One of the most important employability skills

2008 Survey by the Council for Industry and HigherEducation: communication skills ranked 1st inimportance

But: employers are not satisfied with graduates levelof communication skills

Placement year: opportunity to developcommunication skills in the real world

Former LTS student:

My self-confidence was something that increasedrapidly from completing my first placement and Ifound it was key in communicating effectively,important to my course and my future career.

Debra fromThe Apprentice


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Design principles Focus on the development ofreflective skills rather

than the presentation of fixed rules for communication

Emphasis on

Influence of feelings/emotions on language use

Sharpening observational skills to learn from others

Recognizing what effect verbal and nonverbalstrategies may have on others

Students placement experiences (placement reports,SCEPTrE placement stories) as point of departure

Clips from The Apprentice to illustrate issues

Interactive exercises


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Design principles

Self-awareness

Knowing ones emotions andpreferences, being aware of

ones strengths and weaknesses

Self-control

Managing ones emotions,controlling ones impulses, using

ones resources

Social awareness

Being aware of others

(individuals and organisations)

feelings, needs and perspectives

Communication skills

communication skills to bring

about good relationships with

others and attain personal and

group goals

Four areas of communication skills


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Structure of theResource

Section 1: Communication and emotions Communication and its effects

Communication features

Communication and context

Emotions in social interaction

Verbal and nonverbal strategies

Listening skills

TOP TIPS: Becoming a better communicator


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Three reflective tools Self-analysis tool: allows for self-

assessment of skills (self-awareness,

self-control, social awareness,communication skills)

Evaluation tool: allows for self-evaluationor evaluation of another person after an

interaction Planning tool: allows to plan ahead for

challenging social encounters

t4


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Slide 9

t4 You mention two planning tools here. Could one be renamed?

Also, the second one sounds really useful.tp000

4, 7/15/2010


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Section 1: Communication and emotions Task 1: Use the self-analysis tool to assess your

current level skills in all four skills dimensions:

To what extent does each statement apply toyou? Do you have particular strengths orweaknesses in any of the four dimensions?

Task 2: Watch three clips from the 2009 seriesof "The Apprentice". Use each clip to judge thecommunication skills of the candidates: what dothey communicate, verbally or nonverbally? Howcould this behaviour be perceived?


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Section 2: Communication acrosscultures and languages Intercultural communication

TOP TIPS: Dealing with cultureshock

Communication in a foreignlanguage

TOP TIPS: Dealing with language

problems Communicating in your own language


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Section 3: Communication inprofessional settings

Getting things done at work: Scripts,jargon, register, etiquette

Communicating on the phone

Communicating with customers

Fostering relationships at work Teamwork, collaboration and conflict

Written communication


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Section 3: Communication inprofessional settings

Task 3: Watch clips 1 and 2 from an

Apprentice team meeting. The team needsto make a decision about a cartooncharacter for the launch of a new cerealbrand.

Using the evaluation tool, evaluate Philips(blue shirt, black tie) communication skills.


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Section 4: Communication throughthe placement lifecycle

Your expectations Surviving your first day

Dealing with problems

Understanding instructions

On your last day


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Section 4: Communication through theplacement lifecycle Task 4: In groups, discuss one of the problems

described here. How should a placement studentaddress this particular problem?

From your own experience (as placement tutor /former placement student etc.), can you think ofother common problems / scenarios studentsare facing? What are the most commoncommunication problems for students onplacement?


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Embedding the

Resource

LTS Resource available through ULearn

Available for use in modules as self-study

resource (Level 1 oral modules, Level 2intercultural communication, Level 3professional communication)

Professional training:

Placement preparation sessions to include

session on communication skills Students to draw on resource to write reflectivelogs and placement reports

Other departments?


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Embedding Communication Skills in

UG Curricula LTS

Modules: Oral skills, Writing Skills, InterculturalCommunication, Professional Communication Mapped onto PDP roadmap

Supported by PebblePad Module content

Oral skills module: presentations, negotiations +reflection

from how to give a good presentation to how am I asa presenter

R

eflection What effect do I have on others? Action plan for future communicative encounters?

Professional training: see above

Other departments?


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Possible further developments discipline-specific additions to resource

e.g. communication in medical settings etc.

case studies Critical incidents

Students to relatethose to conceptslearned from theresource


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Possible further developments Further research

What specific communication skills areneeded in different disciplinary areas? (e.g.

medical field ability to show empathy etc.)? What verbal / nonverbal strategies

contribute to the impression of somebodybeing a skilled communicator?

What are the skills students primarily lack,

and how can they be developed? What factors contribute to placement

students (or other novices) developingcommunication skills?


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Your feedback, input & ideas Please let me have

Your thoughts on the elements of the resource

Your thoughts on the reflective tools

Please share with me Your thoughts on possible implementation in

your programmes/departments

Contact Details:

E-Mail:[email protected]

Phone:Ext. -3059

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