Communcation And Coaching Flashcards
Non verbal communication includes:
: tone of voice
- making eye contact
- paying attention when others speak
- body position and movement
As a maintenance journeyman you need to communicate with:
- people that supervise you
- people that you supervise
- people that are you equals
- people that work for the business
- people who do not work for the business
What are some guidelines to maintain respectful relationships?
- acknowledge other people’s presence
- remember their name
- listen when they speak
- don’t intimidate them
- show honesty and consistency
- show agreement when possible
- say thank you often
- offer your help
- avoid status battles
Why is a smile a powerful non verbal communication?
Welcomes people and makes them feel at ease.
What are some traits of a good communicator?
- talks about things that interest you
- stops often to make sure you are understanding
- active listener
To be a good active listener you must do what?
Resist the tendency to let you mind wander off
Listening requires your ________ while hearing does not.
Active participation
Active listeners show attention by?
- not speaking
- facing body toward speaker
- leaning forward and making eye contact at least part of the time
When speaking with someone with another language or culture it is important to NOT _______ and why?
Raise you voice.
It is not a hearing issue
An effective oral report has the same parts as an effective written report. What are they?
Introduction
A body (explanation)
Conclusion
The introduction is meant to?
Get the listeners attention and introduce the subject
Body of the oral report is to?
Identify key points or ideas of the subject matter
Conclusion of your oral report is to?
Summarize you main points
What are some key points when giving constructive criticism?
- do it in private
- don’t criticize the person just the action
- don’t be to personal
- start by mentioning what they did well
- keep criticism to the point
- don’t exaggerate
- give the person a chance to comment
What happens if you only ever mention peoples faults?
Person will get the message they are doing everything wrong
When dealing with a dominating type of personality in a conflict they will expect you to back down. It is important to?
Keep control of your emotions, slow down the pace of the conversation and stick to the facts of the situation.
When dealing with an angry person about a conflict it is important to _______?
Let the angry person express their anger and calm down.
Don’t respond to their emotions
Don’t make counter accusations
Find out what the complainant would like done but be honest with what actually can be done
Interpersonal skills are just as important as?
Technical skills
An effective way to build interpersonal skills is through the?
Coaching process
Which groups are responsible for making sure apprentices are properly trained?
- journeyman and supervisors
- employers
- apprentices
Journeyman have the following responsibilities in apprenticeship training?
- acquire coaching skills
- coach and mentor those interested in learning a trade
- supervise apprentices or those wishing to become apprentices
- make appropriate entries in apprentices log book
Apprentices are expected to:
- complete the required on the job training in the tasks, activities, and functions of the trade
- successfully complete the number of apprenticeship training periods
- keep their record book up to date
Mentoring and coaching involves:
Leading by example
- being approachable and supportive
- being willing to teach a skill
- challenge trainees to develop independence and skills
Some important elements coaches provide are:
- a constructive atmosphere free of humiliation and intimidation
- respect for apprentices and their need to learn
- a level tone
- encouragement to work independently
What is the most important thing a journeyman can do for their apprentice?
act as a role model
Coaches tell, show, explain, watch and _________ , allowing for corrections and improvements.
Comment on results in a positive way
Four elements of a simplified coaching method?
- plan: decide on the best way to teach the skill
- tell: describe the skill to the apprentice
- show: demonstrate the skill
- do: have apprentice practice the skill
Discussing results is called?
Feedback
When giving feed back it is important not to give ______ feedback.
Empty feedback
