SKILLS

1. SKILLS EMPLOYABILITY AND INTERPERSONAL COMMUNICATION

2. Learning Outcomes Learners will be able to: Understand the impact of non-verbal communication Questioning & Listening techniques Understand the range of employability skills

3. Aspects of Face to Face Communication Appearance Impact Body Language

4. The Power of Body Language 7% WORDS what you say 55% APPEARANCE how you look! 38% VOICE how you say it

5. Body Language • Is learned before language • Is more convincing than language • Is powerful in forming a first impression

6. Body Language.. How conscious are you of yours? To what extent can you/should you control it?

7. Range of Non Verbal Behaviours… Posture Gestures Facial Expression Eye contact Tone of Voice Proximity

8. Interpretation of non verbal messages What are the effects of Attitudes Perception Culture

9. Sometimes we see what we want to see instead of what is there! LOOK AT THE THE UGLY GREEN OGRE

10. What body language goes with the following emotions? • False and cheesy! • Impatient • Bored • Angry • Condescending • Upset • Empathetic / Interested • Puzzled Question: How quickly do we form impressions about people based on their body language?

11. Importance of voice tone - mixed messages! • I’m sorry but…. (I’m not at all sorry really) • Oh……I see (I have no idea what you’re on about) • No, no, I’m fine (something is very wrong) • With all due respect (you’re talking a load of rubbish) • Are you absolutely sure about that (I don’t believe you) • Why did you do it that way? (You’ve really made a mess of it)

12. Barriers to Listening • I know what is coming next, • That reminds me…. • Making assumptions • This is so boring • I’m tired / hungry / thirsty • You really wind me up…….!

13. Listening • Concentrate on what the other person is saying • Be prepared to keep quiet at times • Give verbal and non-verbal signs of encouragement • Ask questions to clarify • Summarise or paraphrase what you have heard

14. Questions…. “The wise person doesn’t give the right answers, s/he poses the right questions” Claude Levi-Strauss

15. Questioning Skills • Open questions: “What would you like to drink?” • Closed questions: “Would you like a drink?” • Limiting questions: “Would you like tea or coffee?” • Probing questions: “So Earl Gray tea it is, how do you like it?” • Leading questions: “Presumably you‘d like a drink?” • Checking questions: “So you’d like gin and tonic with ice but no lemon – is that right?”

16. Open questions I keep six honest serving-men(They taught me all I knew); Their names are What and Why and WhenAnd How and Where and Who. Rudyard Kipling

17. Employability Skills • Each job requires the person doing it to posses a range of specialist skills. • There are set of practical skills that are useful to a wide of careers and transferable between jobs. • Two of the important set of transferable employability skills are personal and communication skills.

18. Employability Skills • Qualification – different jobs require different types of qualification. Some employees will apply with a GCSE qualification, however other jobs may require more specific skills such as NVQs qualifications. • For example Human resource and marketing employer will often look candidate with problem – solving and critical skill. Therefore the candidate will need at an A-level in the similar field.

19. Employability Skills • Experience in similar role or the same industry – if you have previous experience for another company this indicates that you can do it again for a new organisation. • If you have any experience in the similar industry role, you should make this fact very clear in the letter of application or CV.

20. Employability Skills • Knowledge of product / services – product knowledge is vital particularly if you intend to work in a customer service role. This improves your chances of obtaining a job if you demonstrate a sound understanding of a knowledge. • For example, prior to a interview it is advisable to look at the organisation's website as it will give you advantage over other candidates.

21. Employability Skills • Effective in meeting personal and team / departmental targets – meeting targets is important for a business success and individual employees must be able to meet targets. • For example, Diploma course successfully requires you to meet targets and deadlines which you be able to emphasise to a prospective employer.

22. Employability Skills • Ability to observe and raise professional standards of production / service delivery – an employee who will seek to improve standards by suggesting and implementing better ways of doing the job is even more useful.

23. Personal Skills • There are certain personal skills that are beneficial regardless of the job or career you pursue. These are transferable personal skills, which make a candidate attractive to a new employer.

24. Personal Skills • Hardworking and patient – hardworking employee will always make a good impression as suppose to an employee that spends a lot time talking and surfing on the Internet during working hours.

25. Personal Skills • Good interpersonal skills – interpersonal skills enables us to get on with other people, promote positive relationships in the workplace and so enable the job to be done better and more efficiently.

26. Personal Skills • There are some other important areas to consider:- • Communication skills • Listening • Politeness • Patience • Building Trust • Empathising with people • Avoiding Conflict • Accepting responsibility • Cooperating with others

27. Personal Skills • Able to work as part of a team – It is important for many business that the new employee is able to work in a team. Good team work reflects on the outcome of the company. • Negotiation -it involves discussing a topic in order to produce some agreement for example it can be negotiating pay rise or better working conditions.

28. Learning Outcomes Learners will be able to: Understand the impact of non-verbal communication Questioning & Listening techniques Understand the range of employability skills