Communicating in the Workplace

224 pages, softbound Price: $15.95 (Minimum order 20 books) ISBN 0-9660869-2-9 Order a sample

This edition is used in high schools, community colleges, and vocational training centers. The unique writing style works for both limited and competent readers.

The text teaches practical interpersonal communication skills used in any work environment. The content is the same as that used by co-author Dan Farley in his full-time job as a human resource trainer in Silicon Valley, so you can be sure the material is state-of-the-art and valued by employers.

There are four sections to this text:

1. Personality styles
2. Providing feedback
3. Active listening
4. Situational communication skills

1. Personality Styles

Students are introduced to a simple yet powerful four-part personality style model. After learning about their own style, they consider the three other styles, then learn to be effective with the other styles by adjusting their own behavior through a technique called "stretching."

2. Providing Feedback

Students are taught to provide feedback confidently and respectfully to others using a simple yet powerful three-step model. Describing the behavior (facts), describing their feelings about the behavior (feelings), and describing the behavior they need from the other person (needs). Extensive exercises teach the students how to provide both negative and positive feedback in a variety of real world workplace situations.

3. Active Listening

First students are taught to break down all communication into two categories: facts and feelings. Then they are taught two very simple listening tools, mirroring and paraphrasing, that can be used to understand the messages of others.

4. Situational Communication Skills

This section examines a variety of real world workplace situations that require effective communication skills. Students learn that the two foundational communication skills learned earlier in the book — providing feedback and active listening — can help them manage almost any communication challenge.

Table of Contents from Communicating in the Workplace

Section 1 - Personality Styles

• Knowing Your Style
• Understanding Other Styles
• Being Effective with Other Styles

Section 2 - Providing Feedback

• Providing Corrective Feedback
• Improvising Ways to Provide Feedback
• Providing Positive Feedback

Section 3 - Active Listening

• Facts and Feelings
• Simple Signals
• Mirroring
• Paraphrasing

Section 4 - Situational Communication Skills

• Presenting Your Views - "Pressing the Talk Button"
• When Others Will Not Cooperate
• Listening Blockers
• Handling Poor Listeners
• Understanding Directions
• Handling Insults
• Conflict Management
• Getting Agreements
• Communicating Effectively in a Diverse Workplace
• Impressing Employers with Your Communication Skills

Work Skills Associates 712 Matadero Avenue | Palo Alto, CA 94306 Phone (650) 493-8718 | Fax (650) 493-2887 dfarley@workskills.net