8-1
Module 8
How Can I Get Off on
Module 8
the Right Foot?
By the end of Module 8
you will be able to:
Know how to plan ahead for a
new job.
Set goals for continuing your job
search.
Describe important qualities for
job success.
Demonstrate effective communication
skills for the workplace, including
customer service.
Identify ways to cope with
written communication on the job.
Demonstrate an understanding of how
to resolve conflict.
Describe the importance of technology
in the workplace.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–1
8-2
Module 8
Viewpoints:
Going the Extra Mile
Put your integrity and honesty to work. When I worked at the restaurant and the hospital, I
was never late. I even used to punch out and then stay around and help my supervisors clean
up. I put in more than 100%. I did it because I wanted to. I took pride in my work and my
surroundings. Doing this helped me get to know my supervisors. Soon my boss took notice of
me. Then, when I needed a special schedule because of school or something, he would work
with me. He even picked me up and gave me rides home sometimes. Now that I’m an
employer, if my employee is on time and satisfies me, I will pay him more.
Nick Desius
Nick’s Quality Photo
Miami
Florida Works Module 8–2 Florida Human Resources Development, Inc., 1999
8-3
Arrange your chairs in a
circle. With your class, discuss
the questions below.
Module 8
1. What does Nick do to “go the extra 3. Do you give more than 100% to
mile” on his job? What does it say the job you have now? What about
about his attitude toward the job? jobs you have had in the past?
Can you give some examples?
2. What are the benefits of
“going the extra mile” at a job? 4. What kinds of things make for a
“high-performance” workplace?
More Thoughts on Going the Extra Mile
I enjoy working as a nursing assistant. When I I have a great relationship with my boss and
go into a room and someone looks down, if I can the other workers. We talk all the time. We all get
pep them up, it makes me feel good. Everybody along. When I need to take a day off to go to the
will someday need a helping hand. One day my doctor or something, I just ask my coworker to
Mom might need one, and I would want someone switch schedules with me and she will ‘cause I do
to take care of her. the same for her. The boss leaves it up to us to
work out our schedules as long as we cover all the
Glenda Bettis
shifts. If I have to go out of town, I let them
Even Start Family Literacy Center
know ahead of time so they can make plans to
Tallahassee
cover the restaurant. You have to treat people the
way you want to be treated.
I work at Sprint, and we get calls from all over
the United States. You hear the same thing all the
Nicole Fussell
time. It’s like the drive-through at McDonalds,
Quincy
“May I take your order, may I take your order.
Beep. May I take your order.” Sometimes people
call with an attitude. You have to pace yourself
throughout the day. If not, you can’t handle it.
Demetric Williams
Even Start Family Literacy Center
Tallahassee
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–3
8-4
Teamwork 1: Getting Ready for Work
Module 8
Most of the people who
work in Module 8 either have
a job or are well on the way
toward getting one. They are
ready to turn their attention to succeeding
on the job once they have it. But even if
you are still job hunting, it doesn’t hurt to
begin thinking now about what it will take
to keep the job.
In this activity we will look at four things
you should think about ahead of time,
before you start a new job. These things are
especially important to making a good
impression the first week on the job. But, if
you already have a job, you know only too
well that they are important for everyone!
1. Good transportation
2. Good child care. In the next four activities you’ll form
3. Making a good impression with your home teams and work with your team to
appearance see how prepared you are.
4. Managing your time and money.
Note: If you completed Florida Works Book A and Book B, you already
know a lot about working in teams. If you are starting with Book C, take
some time now to read the box on forming teams on the next page. Or, for
a more complete introduction to teamwork, do the Teamwork 1 activity in
Module 1. Then, form your home teams.
Florida Works Module 8–4 Florida Human Resources Development, Inc., 1999
8-5
Working with a Home Team
Leader. The Leader is in charge of
In more and more workplaces around leading the activity. He or she will get
Florida, workers are assigned to teams. the activity started and keep everyone
Experience has shown that workers accom- on task. If problems come up, the
Module 8
plish goals more quickly and solve prob- Leader is in charge of leading a discus-
lems better when they work in teams. In sion about how to solve them.
Florida Works you get a chance to practice
these skills by working in what we call Reader. The Reader reads the in-
“home teams.” Most home teams structions for the activity, the ques-
are made up of four people. Every tions, and any other new information.
time you see this symbol you Reading aloud is not easy. Some people
know you will be working in may choose to “pass” on this role, at
your home team. least in the beginning. But remember,
your teammates can help you with
Take time now to form your home words you don’t know.
team. (Choose carefully because you will Remember also that
be working with this team throughout when you see this symbol
Book C.) Make sure you have a place to your teacher is the reader.
work that allows you to face one another.
You can either sit at a small table or push Encourager. The job of the Encour-
desks together so they are facing each ager is to make sure everyone on the
other. Decide on a way to identify your team participates. He or she must
team. You can give your team a number, a watch to make sure no one person is
letter, or a name. dominating the group. He or she must
encourage team members who are not
Next, with your team, read over the participating to speak up and take part
roles below. Before you start each Team- in the team activities.
work activity, each team member will
choose a role. Try to take a different role Reporter. After most teamwork
each time so you have a chance to prac- activities there will be an activity called
tice each one. Read over the roles with “reporting back.” Reporting back gives
your team and decide which one you will your team a chance to share what they
take first. did with the class. Each Reporter is
responsible for answering the questions
in the Reporting Back section. (Other
team members can also “jump in” if
they think of something their Reporter
has forgotten to say.)
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–5
8-6
Are You Sure of Your Transportation?
Move into your home teams. With your team, discuss what
Decide who will be your team you think the woman from
Module 8
leader, your reader, your encour- Tampa could have done
ager, and your team reporter. differently. Then use the
Ask your team reader to read the informa- questions below to discuss
tion below. Then have your team leader your transportation plans and what
lead the discussion. you can do to improve them.
Is my car in good working order? If not,
My first job was as a nurse’s aide at a hospital plan now to make repairs.
on the other side of town. The night before I was
going to start my car broke down. The battery Do I know the schedule for the bus?
died out on me. Nobody could fix it till morning.
Find out now if a bus or train goes close to
I didn’t have any other ride. I had to call my shift
your workplace. Get a copy of the schedule,
supervisor and tell her I couldn’t make it. I
and decide what time you would have to
almost lost that job over that.
leave to get to work on time.
Anonymous Nurse’s Aide Tampa
Can I carpool? Find out if there is any-
one at work who lives close to you. Ask
Ask any employer. They will tell you them if they could give you a ride in an
THE most important thing you must do emergency. Get their phone number.
the first week on the job is to SHOW
UP… AND ON TIME. The person in this Can I ask a friend? Think now if there
story made a bad first impression. are friends or family members who could
give you a ride in an emergency. Talk to
them now about using them as a backup.
Could I walk or take a bicycle? If you
don’t live too far away, walking or biking
could be a backup.
Could I take a taxi? Although it might
be expensive, in an emergency it might be
better to take a taxi than to risk losing
your job. Get the phone number of your
local taxi. Find out how much the taxi
ride will cost. Keep taxi money at home
“just in case.”
Florida Works Module 8–6 Florida Human Resources Development, Inc., 1999
8-7
Get together with a partner. Interview each other and fill in the
form below. If you don’t have a job, imagine you have one that
starts next Monday. Fill in your transportation plan. If you have
a job, describe your current transportation and backup plans.
Module 8
Transportation Plan
How Will I Get to Work? Backup Plan Second Backup
After you finish, get to- 1. How will each of your team mem-
gether as a class for about bers get to work?
5 minutes. Ask each team
reporter to briefly report back 2. What kinds of backup plans do
to the class, answering the ques- team members have?
tions below.
3. Were you able to come up with any
backup plans you hadn’t considered
before?
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–7
8-8
Can You Count on Your Child Care?
Once again, meet with your
Module 8
Who can I find to give the best care to
home team. This time, change my children? If you don’t already have
roles so you have a chance to child care, begin looking now. There may
practice a new one. Ask your be an association of childcare providers that
team reader to read the information below. can give you the names of licensed family
(If no one in your team uses child care, you daycare homes or centers. For older chil-
can skip this activity.) dren, find out if your school has after-
school care.
I work all day and so does my husband. I don’t
want to leave my children, but I have to work. I How will I pay for it? Make sure you
don’t want to leave them with just anyone.
know ahead of time when and how much
Sometimes, my children watch TV 24 hours a
you must pay for childcare. If you are a
day. It’s not good. Kids need to be creative.
WAGES client or part of some other kinds
Anonymous of special programs, you may be able to get
help to pay for your childcare.
For many parents, one of the hardest
things about starting a new job is making What will I do if my childcare provider
sure they have good care for their children. gets sick? What if your childcare provider
If you are a single parent, this is even gets sick or has to go out of town? What if
harder. Here are a few questions to ask your child’s school has a holiday and you
yourself if you have children. have to work? Don’t wait until you have an
emergency. Find a reliable backup plan
now. Better yet, have two backup plans.
What if my child gets sick? Will your
childcare provider take your child even if
he or she gets sick? If not, who can watch
the child? Some hospitals have emergency
care for sick children. Check to see if they
do in your area. If not, is there a friend or
relative who can watch your child?
Florida Works Module 8–8 Florida Human Resources Development, Inc., 1999
* Blackline Master
i 8-9
Interview the members of your team who have
children. Help them to fill in the childcare plan
below.
Module 8
ChildCare Plan
Who Will Take Care of
the Children While I Work? Backup Plan Second Backup
Before moving on to the 1. Is everyone on the team partici-
next activity, take a minute pating?
to “check in” with your team’s
encourager. Ask him or her to answer 2. What else can be done to make
the following questions. sure that everyone participates?
3. What are some ways your team is
working especially well together?
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–9
8-10
Are You Ready to Make a Good First Impression?
Assign each team member a
role and meet with your team Grooming
again. Have your new team
Module 8
reader read the information Grooming refers to how well you take
below. care of your personal appearance. Here are
some questions to ask yourself about your
grooming:
I had this friend. I know she would have
gotten a good promotion if she’d dressed better. Do I need a new hair style? Make an
But she just looked like she didn’t care. appointment with a barber or beautician.
Anonymous Ask them to help you find a style that will
Tallahassee look good every day. Find one that is
appropriate for the kind of job you will
have.
Does how you look make a difference in
Do I need to take care of my finger-
how well you succeed on the job? Experts
nails? Your fingernails should be clean and
say it does, a lot more than most of us
manicured. For women, you should make
realize. People often form opinions of
sure your nails are not too long. If you wear
others in just seconds after meeting them.
nail polish, wear a light color that doesn’t
Having the right clothes and grooming also
call attention to your nails.
takes planning before you start the job.
Do I need other grooming products?
Ask your team leader to lead a discussion
For men, don’t forget to buy toothpaste,
of the questions below.
deodorant, shampoo, and shaving cream. If
you wear cologne or after shave, keep it
light. For women, you will also need to
think about your makeup. Use more natu-
ral colors. If you need help learning about
how to use makeup, go to the cosmetic
counters at a department store and ask for
help. (You may want to buy cosmetics at
the drug store where they are less expen-
sive.) Try practicing ahead of time to get
the right look.
Do I have the right jewelry? When you
are just starting a job, less is more. A small
set of smaller-sized earrings and simple
jewelry is better at first.
.
Florida Works Module 8–10 Florida Human Resources Development, Inc., 1999
8-11
Clothing
Ask your team reader to
Module 8
read the information about
clothing. Then have your
team leader lead a discussion
of the questions.
The clothing you are expected to wear Am I sure the clothes I have fit? First,
varies a lot from job to job. For many jobs try on the clothes you have. Make sure they
in hospitals you must wear a uniform. For still fit. See what you can “mix and match”
jobs in factories you may be expected to for a different look. If you have a uniform,
wear work clothes and special safety shoes. make sure it fits well.
In some offices you can dress casually. In
others you may need a suit or formal Can I shop for new clothes at a bargain?
business clothes. Notice how people you If you don’t have the clothing you need,
will work with dress. If you have any planning ahead may give you a chance to
questions about what you should wear, shop around. You may find special sales.
call your supervisor. Here are a few ques- Many people find good work clothes at
tions to ask yourself: thrift and discount stores. Ask your class
members if they know good places to shop.
Do I have the clothing I need to cover
the first week on the job? Many of us may Do I have the shoes I need? The kind of
have one special outfit we wear to job shoes you need will vary from job to job.
interviews. But what about the rest of the But one thing doesn’t vary. You need to be
week? Think ahead now to what clothing comfortable. If you are on your feet all day,
you will need for one entire week. you need to pay special attention to finding
comfortable shoes in a style that is appro-
Are my clothes right for the job? If you priate for your job.
don’t wear a uniform, it is usually better to
dress conservatively. Do not wear bright Is everything cleaned, ironed, mended,
colors or casual clothes that you would polished and ready to go? Your first week
wear for sports or for the evening. Women on the job will be busy enough without
should stay away from low-cut or tight having to spend time on your clothes.
clothes. Think about how you want to You’ll be ahead of the game if you get
look to be treated as a professional! everything ready now for the first week.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–11
8-12
Choose a partner. Imagine you
have a job that starts next Mon-
day. Interview each other to fill in
the Appearance Checklist below.
Module 8
Appearance Checklist
Check off “yes” or “no” in each box.
Grooming Clothing
Yes No Yes No
Ì Ì Hair cut and styled. Ì Ì Know the right kind of cloth-
ing to wear to my job.
Ì Ì Fingernails manicured. For
women, nails short, light nail Ì Ì Have clothing ready for one
polish. week.
Ì Ì Light cologne. Ì Ì Know about any uniforms,
special clothes, or safety
Ì Ì Professional-looking makeup equipment I must wear.
(for women).
Ì Ì Have comfortable, appropri-
Ì Ì Use of grooming tools— ate shoes for the job.
mouthwash, deodorant,
shaving cream (for men). Ì Ì Make sure clothing for the
week is clean, mended,
Ì Ì Professional-looking jewelry. ironed, and polished.
No multiple earrings. No
long, dangling earrings. No
large necklaces or chains.
Share with your home
team what you discussed
with your partners.
Florida Works Module 8–12 Florida Human Resources Development, Inc., 1999
8-13
Managing Your Time and Money
Once again meet with your team and Does my alarm clock work? You might
select roles. Then complete the be surprised how many people show up late
Module 8
activity below. the first week just because their alarm clock
didn’t go off. Don’t wait till the last minute.
I wake up at around 7 a.m. From Try your alarm clock out ahead of time.
then until 9 a.m. when I get to work I
am “on.” First I have to wake up the girls. Have I gotten ready ahead of time as
Then I fix them breakfast. While they eat it (or much as possible? Try to get as much as
don’t) I take a shower and figure out what I’m possible ready the night before. This is
gonna wear. Then I dress the kids. My five-year- especially important if you are a parent.
old can pretty much dress herself. But I practically Have your clothes and the children’s clothes
have to arm wrestle the two-year-old to get her laid out. Pack everyone’s lunch. Leave
ready. On a good day I have their lunches ready homework or work tools next to the front
ahead of time. If I don’t, we all get really stressed door. Make sure you know where your keys
out. After I drop them off, I have to drive like are. Little things can add up to a lot of
crazy to get to work on time. saved time.
Anonymous
Tampa Do you have money for the week?
Estimate ahead of time the money
you will need. Do you need money
If you are like many adults, it’s a
for the bus? How much will lunch
miracle you even get out the door
cost every day? Are there any other
in the morning. Time in the morn-
expenses? This will save last-minute
ing, or before your shift starts, is
trips to the bank.
your most precious resource.
Can I plan to get to work at least 15
minutes early? Are you like the mother in
Ask your team leader to lead a discussion
the story above? Do you have to “drive like
of the questions below of things to ask
crazy” to get to work on time? Experts
yourself about how you will manage your
suggest that, from the beginning, you plan
time.
to get to work 15 minutes early. This can
have a powerful effect on your day. If you
are late, you arrive stressed and hurried.
You spend the day playing “catch up.” If
you arrive early, you have time to get a cup
of coffee, review your day’s work, and take
a minute to relax before you start. It can
make a big difference in your day!
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–13
8-14
Imagine you have a job that
starts next Monday. Discuss
What I Still Need to Do
what you will do as you and
With a partner’s help, make a
your partner each fill in the Time
Module 8
list of things you still need to do
and Money Management Checklist below.
to get ready to start a new job or
start school. If you already have a
job, list what you could do to manage
better at a job you have.
Time and Money Management
_______________________________
Checklist _______________________________
_______________________________
Check off “yes” or “no” in each box. _______________________________
_______________________________
Yes No
_______________________________
Ì Ì Alarm clock works. _______________________________
_______________________________
Ì Ì Clothes, lunches, other items _______________________________
ready the night before. _______________________________
_______________________________
Ì Ì Have money needed for lunch
_______________________________
and other expenses for week.
_______________________________
Ì Ì Plan in place for getting to _______________________________
work 15 minutes early. _______________________________
t 8-1 n
ck poin
to b.pla
Che s how new jo
ow
Kn d fora
a int
ahe kpo _____
c _
che
t he _____
ted _
m ple _____ te
I co ____ da
_
on
Florida Works Module 8–14 Florida Human Resources Development, Inc., 1999
8-15
If You Are Continuing Your Job Search
In Book B you learned many of
the skills that it takes to search for a
job. You probably began your job 1. Who have you contacted about
Module 8
search. But, if you are like many your job search during the past
people, you may not yet have found the week? What employers did you
right job. If you haven’t, it is as important telephone or visit?
as ever to get support from your team-
mates. Take some time now to think about 2. Did you go on any job interviews?
how your team will help team members What were they like?
who are job hunting.
3. What was your most important
With your team decide on a success?
regular time once a week
when job-hunting team 4. What difficulties or problems did
members can “report in” about you face?
how their job hunt is going.
Give each person a chance to 5. Can you think of times you have
talk about his or her job search. Below are changed self-defeating language (I
some questions you may want to ask. can’t do it) into self-supporting
language (I can do it; I’ll keep
trying)?
6. What is your top priority for next
week?
7. What can you do to get the support
i you need?
Note: Be sure to use your “ac-
tive listening” skills as each
team member speaks. Block
out any distractions. Give the
speaker your full attention.
Try to listen without inter-
rupting. Don’t jump in too
soon with your opinion or
with “the answers.”
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–15
8-16
Tips for Sticking with Your Job Search
Module 8
• Go easy on yourself. According to • Plan to spend a lot of time. Research
experts, two out of every three job shows that two-thirds of all job hunters
hunters give up too soon. The going spend only five hours or less a week
can get rough. But keep at it. Don’t lose hunting for a job1 . To get a job quickly,
hope. visit four or more employers each day.
Make a dozen or more phone calls.
• Remember, you are not alone. Many
people job hunting will tell you, “I • Go to any place that interests you. Go
didn’t think it would be this hard.” or even if they don’t have a job opening.
“it’s taking a lot longer than I thought.” Go after many different organizations
instead of just one or two. If you are
• Get support. You will be amazed how looking for an entry-level job, going
much the support of others can keep straight to an employer is one of the
you going. Get support from your team best ways to get a job.
members, family, friends—anyone who
can listen and help. • Concentrate on organizations with
twenty or fewer employees. Remember
• “Persistence is the name of the game.” two out of every three new positions is
Persistence means keeping at it. It with a company with 100 or fewer
means being willing to go back to places employees.
that interested you once, and even
twice, over the next few months. • Don’t let your job hunt go on “hold.”
Just because one place you’ve applied to
looks like it will work out, don’t stop
looking.
-2 g
oi nt 8 ontinuin
c kp r c
Che goals fo arch.
et
S se b int
r jo kpo _____
you che
c _
t he _____
ted _
m ple _____ te
I co ____ da
_
on
Florida Works Module 8–16 Florida Human Resources Development, Inc., 1999
8-17
Teamwork 2: Eight Qualities for Success
In this activity, we will look at Keeping a job depends
i
eight qualities that are among the
most important for job success. on showing up on time
These are the ones that make or break your and dressing well. But
Module 8
chances of being respected and valued on succeeding on the job
the job. Look at the chart on the next page.
Discuss briefly how important you think
depends on your personal
each of these eight qualities is for keeping a qualities. In this activity,
job. look at eight of the most
important qualities that
will help you succeed.
Dependability
For activities 1-4 below, meet
with your home team. Ask
your team reader to read the
quote and information. Then
ask your team leader to lead a
discussion of the activities and questions.
In the real world if you want to keep a job, you When you work at a job, other people
have to be dependable enough to be there on time depend on you. Your supervisor is counting
and do the work that is expected of you. It doesn’t on you to be there and do the job. Your
have to do with education. Even people with four coworkers are counting on you to be there
years of college show up late. You can’t expect to help them. At any job you get, you have
people to have respect for you if you don’t have to show up every day and be on time. You
respect for them. If I am an employer and you are have to come back from lunch on time.
supposed to show up at 8:00, that’s when I expect You have to return from breaks when you
you to be there. It’s basic work ethics. Even if you are expected. For most employers, this is
weren’t taught this as a child, if you are moti-
the bottom line. If you aren’t on time, no
vated, you can change things in your life. Sympa-
matter how well you do your job, you will
thy won’t put money in your pocket.
get fired. It’s just that simple.
Joseph Hurd
Correctional Officer
Quincy
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–17
8-18
Eight Qualities for Success
Module 8
1. Dependability Do you show up for work every day? Are you on time? Can you
be depended on to do the work you are assigned?
2. Responsibility Do you do what you say you will do? If you don’t understand or
there is a problem, can your supervisor count on you to get help?
3. Quality of Work Do you take the time to learn the job right? Do you do the job
completely and to the best of your ability? Are you willing to learn new things? Do you
take pride in your work?
4. Initiative Do you do more than just the minimum you are expected to do? Do you
pitch in to help coworkers when needed? Are you willing to stay a little late to get the
job done?
5. Appearance Do you dress right for the job? Are you well groomed? Do you
present a friendly appearance?
6. Good Communication Do you know how to communicate well with your supervi-
sor? With your coworkers? With customers? Do you know how to ask questions,
report problems, and make suggestions?
7. Cooperation Do you know what it takes to get along with your supervisor? With
your coworkers? With customers? Can you be counted on to be a good team mem-
ber?
8. Ability to Handle Conflict Do you know how to resolve conflicts before they get
out of hand? Do you know how to speak up and tell others how you feel? Can you
compromise?
Florida Works Module 8–18 Florida Human Resources Development, Inc., 1999
8-19
You may be able to take time off for
doctors’ appointments and for special
events. But you need to let your supervisor
Module 8
know in advance. That will give him or her
time to find someone to take your place.
Usually, if you want to take more than one Below are some examples of
day off, such as for a vacation, you have to reasons people give for being late
ask at least two weeks ahead of time. or absent from work. Discuss
each one with your team. Agree
It’s important to have a phone number as a group whether this is a good
you can call if you get sick or have an reason, an “OK” reason if it is not used too
emergency. Keep it with you at all times. often, or a bad reason for being late or
You should call in as soon as you know you absent.
can’t come to work. If you are sick, call in
the night before. If you have car trouble,
call in as soon as possible.
Reason for being late or absent. Good OK - If not Bad
Reason too often Reason
“My alarm didn’t go off.”
“There was a traffic jam.”
“I’m sick in bed with the flu.”
“I forgot my tools and had to go back home for them.”
“I had a death in the family.”
“I forgot to tell you I had a doctor’s appointment.”
“I got into a car accident.”
“I missed the bus.”
“My child is very sick.”
“My relatives came in from out of town last night.”
“I can’t find a babysitter.”
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–19
8-20
Reporting Back
Ask each home team reporter
to report back to the class.
Module 8
Describe any reasons where
there were a lot of differences of
opinion among your team
members.
Responsibility
Responsibility is like say when you’ve got a job
working for someone. Say you’ve got $7,000.
worth of equipment that you’re supposed to take
care of. Responsibility means you make sure
nothing happens to it. You make sure it’s greased,
that it’s put away the right way, and stuff like
that. The more you go up, the more responsibility With your team, look at the
you’re gonna have.”
checklist on the next page.
Ronald Allen Chesser Complete the following steps.
Cross City Correctional Institute
Cross City 1. Read over and discuss
each item on the list.
In your job you will be responsible for
learning and following company policies 2. Think about other things you could
and rules. You will be responsible for add to the list.
understanding and carrying out your job
and caring for equipment. If you don’t
understand what to do or if there is a
problem, you are responsible for asking for
help. You are responsible for learning your
way around the job site. You are responsible
for getting to know your coworkers and
working well with them. The first week on
the job you may get training in these
things. Or, you may be expected to just ask
your coworkers and try to learn them on
your own.
Florida Works Module 8–20 Florida Human Resources Development, Inc., 1999
8-21
During the First Week You are Responsible for ...
Knowing Your Supervisor
Module 8
Who is your supervisor?
What do you call him or her?
What phone number do you call if you will be late or absent from work?
Knowing Your Schedule
When should you arrive?
Do you have to sign in? Where?
Do you know your schedule for the week?
Knowing the Company Rules
Is there a probationary period?
What are the sick and personal leave policies?
Being Ready for an Emergency
Who answers the phone? Do they have your emergency phone numbers?
Knowing Your Work Site
Where do you put your coat, your purse, your lunch?
Where can you eat lunch or take a break?
Where do you park?
Where do you get the supplies or equipment you need?
Knowing Your Job
What are your job responsibilities?
Are there any safety rules you need to know?
Who should you go to if you have a problem?
What else do you need to know?
Reporting Back
Very briefly, have your team
Reporter report back to the class
on any additional things your
team added to the list.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–21
8-22
Quality of Work
In order to be successful on the job, number one Some people find it helpful to bring
Module 8
— listen and learn. Pay attention. If you make a along a small notebook. You can write
mistake, don’t get upset and scared. You’ll lose the down things you need to remember. Write
job. That’s how you learn. If someone is trying to down the names of the people you work
teach you something, pay attention to what he’s with regularly, steps in your job routine,
doing. You aren’t gonna get everything. When and the names of equipment or tools you
someone is telling you something, don’t ever say use. Ask your supervisor if there is a written
you don’t have any questions. Always ask ques- list of your job responsibilities. This is
tions. It shows you are paying attention. Don’t usually called a job description. If your job
ever think that ‘cause you can do a job, you know has one, you can take this information
everything. There’s always new stuff coming out. home to study. Keep it handy.
William Colquitt
Custodian Superviso
Orange County Public Schools
Do you take the time to learn the job Chose a partner from your
right? Do you do the job completely and to team. Take turns interviewing
the best of your ability? Are you willing to each other. Ask your partner:
learn new things? Do you take pride in
your work? If you do these things, you will 1. What is a job you have now or have
usually do good-quality work. had in the past? Or,what is some-
thing you do at home such as taking
Usually, your supervisor or an experi- care of children, cooking, or yard
enced coworker will teach you your job. work?
Try to pay close attention. Don’t be afraid
to ask questions or to ask your supervisor 2. Ask your partner to list all the tasks
to repeat the instructions. Everyone needs that must be done for the job. (For
time to learn. example, for cooking you must buy
the food, prepare the food, cook it,
and so on.)
3. For each job, list how to do it with
the best quality. For example, when
cooking you have to make sure the
food is not under cooked or over
cooked.
Florida Works Module 8–22 Florida Human Resources Development, Inc., 1999
8-23
Module 8
Doing Quality Work
Name of a Job I Do ________________________________
Things I Must Do to Things I Can Do to Make Sure
Get the Job Done the Work Is the Best Quality
____________________________ ____________________________
_____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
_____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
_____________________________ ____________________________
_____________________________ ____________________________
____________________________ ____________________________
_____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
____________________________ ____________________________
_____________________________ ____________________________
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–23
8-24
When you have finished meeting with i
Tip: Things Take Time
both partners, get together with your home
Remember, when you are new at a job,
team. Answer the question below. it may take you longer than more experi-
Module 8
enced workers to get the job done. You
What are some of the most may also find that the quality of work is
important things to do to make not quite as good as the experienced
sure any work is of good qual- workers. If you do, go easy on yourself.
ity? Remind yourself that you will learn.
Watch more experienced workers so you
can learn from them. Don’t be afraid to
Meet together as a class. Briefly ask for help. No one expects you to learn
have each team Reporter tell everything all at once.
the class what their team de-
cided were the most important
things to do to do good quality
work.
Initiative is when you step forward when no
one asked you to. You just take that extra step With your team, look at
because it had to be done, other than him telling the examples of worker
you what to do. behavior on the next page.
Jose Grace Decide if you think the
Cross City person’s behavior is not accept-
Correctional Institute able, acceptable, or if it shows initiative.
Then, make up some of your own examples
to share with the class.
Initiative
Finish the following steps with your
What does taking the initiative mean? It team.
means doing more than just the minimum.
It means pitching in to help co-workers 1. Look at the list on the next page.
when needed. It may mean being willing to Ask your team Reader to read each
stay a little late to get the job done. Taking short story.
the initiative often makes the difference
between staying in the same job and mov- 2. Try to agree as a team if the person
ing up. described has acceptable behavior,
unacceptable behavior, or shows
initiative.
Florida Works Module 8–24 Florida Human Resources Development, Inc., 1999
8-25
Taking Initiative
1. Kevin had just started as a cashier 4. A tornado hit near a small hospital
at a drugstore in Fort Lauderdale. A in Plant City. A lot of people were
Module 8
customer came in with a videotape. coming to the emergency room. It
She showed Kevin that it was dam- was Jose’s job to keep things clean
aged. “Sorry lady,” Kevin re- in the emergency room. He noticed
sponded, “You’ll have to wait until the nurse’s aides were running out
my supervisor gets back from break of supplies. He volunteered to bring
and show it to him.” Then he them some from the supply room.
walked away. He had to stay late after his shift to
Ì Not Acceptable Behavior finish the cleaning he hadn’t gotten
Ì Acceptable Behavior done, but he didn’t say anything. He
Ì Shows Initiative just did it.
Ì Not Acceptable Behavior
2. Martha has the same job as Kevin, Ì Acceptable Behavior
but she has been working a lot Ì Shows Initiative
longer. She came over to the
counter. “I see the tape is broken. I 5. Jack is a waiter at a seafood res-
can replace it with another one.” taurant in Tarpon Springs. He was
She took the tape and gave the lady leaving for a break just before the
a new one. lunch hour. He noticed a lot of the
Ì Not Acceptable Behavior tables hadn’t been set. “Somebody
Ì Acceptable Behavior must be out sick,” he thought and
Ì Shows Initiative
walked out the door.
Ì Not Acceptable Behavior
3. In another drugstore across town, a Ì Acceptable Behavior
customer brought in a videotape Ì Shows Initiative
damaged in the same way. She
showed it to Leda, the cashier. “I’m 6. Write your own story.
really sorry this happened,” she told _______________________________
the customer. “This is the third time
someone has brought in a damaged _______________________________
tape. Why don’t I replace this tape _______________________________
with another brand? It costs about _______________________________
the same. I’ll let my supervisor
_______________________________
know about the problem so it won’t
happen to you again. _______________________________
Ì Not Acceptable Behavior _______________________________
Ì Acceptable Behavior
Ì Shows Initiative _______________________________
_______________________________
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–25
8-26
Ask each team Reporter to share
the story you wrote with the
class. See if the class can decide
if the behavior is acceptable or
Module 8
unacceptable.
Checking In
On your own, answer the 3. What can you do to make sure you
questions below. do quality work?
__________________________________
___________________________________
1. What is the importance of depend-
___________________________________
ability to succeeding on the job?
____________________________________
__________________________________
______________________________________
___________________________________
___________________________________
____________________________________ 4. What can you do to show initiative
______________________________________ on the job?
__________________________________
2. What is the importance of responsi- ___________________________________
bility on the job? ___________________________________
__________________________________ ____________________________________
___________________________________ ______________________________________
___________________________________
____________________________________
8-3
______________________________________
point mportant
Check the i
be
Descri s for job
ie
qualit .
s
succes point __
check _
d the ____
plete ________
I com ____
_ date
on __
Florida Works Module 8–26 Florida Human Resources Development, Inc., 1999
8-27
Floridians Speak Out:
Tips on Doing the Job Well
The big part of nervousness comes from not Dependability is gonna be one of the main
Module 8
knowing what to expect. Once you know what to factors when you go to get a job. You’ve got to show
expect, the fear will go away. A lot of jobs don’t the boss you’re gonna be there every morning when
care too much about experience. They train people he wants you to be. There’s a lot of people out there
the way they want them. If you are willing to who want to work.
learn and take orders, that’s what they’re really
Ronald Allen Chesser
looking for.
Cross City Correctional Institute
Holland Miller
Cross City Correctional Institution
When I was working in this module on com-
munication, it taught me that communication is a
If you don’t understand a word or phrase, don’t big part of things that are expected from an
be afraid to ask what it means. When you open employee because if you don’t communicate
up and ask, it lets the person know you’re not too effectively on the job with coworkers and your
proud. employer, how are you going to express your wants
Edward Cotton Jr. to your employer and the people around you?
Cross City Correctional Institution Freddie Redmond
Brevard Correctional Institution
If you tell someone you’re going to do some-
thing, be there, do it. If you can’t do it, don’t run
from it, call them and explain why. In the real
world if you want to keep a job, you have to be
responsible enough to be there on time and do the
work that is expected of you. There’s no excuse for
not meeting basic responsibilities. It doesn’t have
to do with education. Even people with four years
of college show up late. You can’t expect people to
have respect for you if you don’t have respect for
them. If I am an employer and you are supposed
to show up at 8:00, that’s when I expect you to be
there. It’s basic work ethics. Even if you weren’t
taught this as a child, if you are motivated, you
can change things in your life. Sympathy won’t
put money in your pocket.
Joseph Hurd
Correctional Officer
Quincy
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–27
8-28
Teamwork 3:
i
Communication Is the Key to Success
Module 8
To get along, you have to have i
interpersonal skills. If you’ve got a Learn how and why
problem with someone, it can’t get in good communica-
the way. You have to be able to communicate and
understand people’s backgrounds and where
tion is at the heart
they’re coming from. If you communicate with of getting along at
each other and do the job you are paid to do, work.
most likely you won’t have any problems. If you
tell someone you’re going to do something, be
there, do it. If you can’t do it, don’t run from it,
call them and explain why.
Joseph Hurd
Correctional Officer
Quincy
According to experts, most people lose
their jobs not because they don’t have the
job skills, but because they are unable to
work well with other people. Good com-
munication skills are at the heart of your
ability to get along with others at your job.
In this activity you will learn:
1. How communication works.
2. How to communicate with your
supervisor, coworkers, and
customers.
3. How to cope with written
communication at work.
Florida Works Module 8–28 Florida Human Resources Development, Inc., 1999
8-29
How Communication Works
Module 8
Any communication involves three parts: a
message, a sender, and a receiver. If any one of
these is not present, communication cannot take
place.
The sender of information is the one with the
thought or idea to be communicated. The re-
ceiver is the one
who receives the
thought or idea in Two-Way Communication
the form of a mes-
sage. Communica- Sender Message Receiver
tion takes place
when the message
from the sender is “Go get the
received and under- thing-a-mig!”
stood by the re-
ceiver. As the chart
below shows, most
communication is
two-way. When the One-Way Communication
receiver gets the
message, he or she
responds by sending
another message. “Go get the
thing-a-mig!”
“Sure, where
can I find it?”
Two-Way Communication
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–29
8-30
Spoken Communication
Communication can take many forms.
Module 8
On the job you often use spoken commu-
nication. You use this face-to-face commu-
nication to do such things as give instruc-
tions, ask questions, and respond to ques-
tions. The chart below gives some ex-
amples of kinds of spoken communication.
Spoken Communication in the Workplace Nonverbal Communication
Here are a few of the most common Spoken communication is more than just
kinds of spoken communication that take words. In fact, a great deal of spoken
place in the workplace. communication is nonverbal. It is commu-
nicated by your tone of voice, your facial
• Following directions expression, and your body language. Re-
• Asking for clarification when you don’t searchers now believe that more than two-
understand thirds of what is communicated face-to-
• Responding to instructions face is done through body language and
• Asking questions tone of voice!
• Responding to questions
• Making suggestions
• Reporting problems
• Giving warnings (such as safety
warnings)
• Making “small talk”
Florida Works Module 8–30 Florida Human Resources Development, Inc., 1999
8-31
Miscommunication Miscommunication:
What Would You Do?
When the receiver “gets” the message
Module 8
exactly as the sender intended it, communi-
cation is said to take place. Miscommunica- Example 1
tion takes place when the receiver under- Mary was late for work. As soon as she got
stands a different meaning for the message in the door, her supervisor shouted to her,
than the one the sender intended. The “Mary, go inventory the soft drinks.” She
message may not be understood because of was so flustered, she didn’t hear the last part.
the words chosen. Or, it may be that the
words were understood but the tone of Kind of Miscommunication
voice communicated something that wasn’t Receiver wasn’t listening.
intended. Or, it could also be that the other
person simply wasn’t listening. What Should Sender/Receiver Do?
Receiver (Mary) should go back to the
sender (her supervisor) and ask again what
she is supposed to do.
Read the following situa-
tions where miscommunica-
tion took place. With your Example 2
team complete the activities Samuel is a tall, muscular crew leader at
below. an orange juice packing plant. Today he
was training Laura. She was sitting in the
1. Read the first two examples and corner talking to a coworker. “Get over
discuss the answers. here,” he called to her jokingly. “We’ve got
to get to work.” Laura jumped up. Samuel
2. Fill in the rest of the chart. What seemed mad to her. “Oh no, I’ve done the
kind of miscommunication took wrong thing already,” she thought to
place? Was the receiver not listen- herself.
ing? Did the receiver misunder-
stand the message? Did the Kind of Miscommunication
sender’s tone of voice or body Body language and tone of voice of
language give a different message sender (Samuel) sent a different message
than his or her words? than the one received by Laura.
3. Decide what the two people should What Should Sender/Receiver Do?
do to correct the problem. Both the sender and receiver (Samuel
and Maria) need to get to know each other
better.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–31
8-32
Example 3 Example 4
“First you punch in the code like this,” “Put the new beach towels on Aisle 13,”
Tom said. “Then you punch in 3458 and Leda called out. “OK,” said Cindy. She
Module 8
hit the alarm set button. If you want to pushed the boxes to Aisle 30 and started to
clear you punch in 3458 again and hit the work.
clear, button.” Audrey was lost, but she just
kept nodding.
Kind of Miscommunication
Kind of Miscommunication __________ ________________________________
________________________________ ________________________________
________________________________ ________________________________
________________________________ ________________________________
What Should Sender/Receiver Do? What Should Sender/Receiver Do?
________________________________ ________________________________
________________________________ ________________________________
________________________________ ________________________________
________________________________ ________________________________
Florida Works Module 8–32 Florida Human Resources Development, Inc., 1999
8-33
Example 5 With your class, see if you can
Christine liked to keep her nails extra write one or two other stories
long. She wore low-cut blouses and tight where miscommunication has
Module 8
skirts. She had good ideas about how to taken place.
display the new women’s clothing line. But
Your Story
lately, she felt like no one was listening to
her suggestions. ________________________________
________________________________
Kind of Miscommunication
________________________________
________________________________
________________________________
________________________________
________________________________
Kind of Miscommunication
________________________________ ________________________________
________________________________
What Should Sender/Receiver Do?
________________________________
________________________________
________________________________
________________________________
________________________________ What Should Sender/Receiver Do?
________________________________
________________________________
________________________________
________________________________
________________________________
.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–33
8-34
Communicating with Your Supervisor
Most people would say their Speaking up to your supervisor is not
supervisor is the most important easy for many people. In the role plays
Module 8
person they must communicate below you will get a chance to try speaking
with. This person is responsible up to ask questions or report problems.
for training, assigning work, and evaluating
whether an employee is doing a good job.
The supervisor you work most closely with Ask for volunteers to role-
is often called your immediate supervisor. play each story. Each person
Usually they have a lot in influence in a may decide whether they want
decision to hire, fire, or promote you. It to be a “good communicator”
pays to learn how to communicate well or a “bad communicator.” After
with your supervisor. they have finished, evaluate how well each
person communicated.
When asked what communication prob-
lems they have with employees, many
employers list the following right up at the
top:
• Workers who don’t ask when they don’t
understand something.
• Workers who don’t understand and follow
company rules.
• Workers who don’t report problems when
they come up.
What do all these have in common? In
each, the worker has to feel confident to
speak up and ask questions. Most employ-
ers would prefer to be interrupted, even if
they are busy, rather than to have you do
the work incorrectly.
Florida Works Module 8–34 Florida Human Resources Development, Inc., 1999
8-35
Role Play 1 Role Play 3
Employee: Your first day at the Sports Employee: You know your sewing machine
Emporium is going by so fast. By the time
Module 8
is making a lot of noise. But it is your first
your supervisor showed you how to mark day on the job. You are very shy and are
the sale prices on the Florida Marlin’s afraid your supervisor will be mad if you
merchandise your eyes are glazing over. have a problem. But you decide you have to
Now you can’t remember which shirts were tell her.
full price and which were on sale.
Supervisor: Kathy, your new employee, has
Supervisor: As you walk by the Marlin’s tee
just come up to you. She’s so shy she can
shirt rack you see the new worker has
hardly get her words out. You like her and
marked the shirts wrong.
want her to be comfortable.
Role Play 2 Role Play 4
Employee: You just started work as a Employee: You recently got a job as a
groundskeeper at a county park on the Gulf housekeeper in a new hotel in Orlando. It is
Coast. Your boss showed you where to really hard to get all the rooms cleaned in
plant the begonias and azaleas. You think time. You have to rush and can’t do a good
the azaleas will need more sun. job. Your coworkers feel the same way, but
they are afraid they will lose their jobs if
Supervisor: You are happy to have a new they speak up.
gardener because you don’t really know that
much about plants. But suddenly he has Supervisor: You’ve noticed the housekeep-
become quiet. You wish you knew what he ers aren’t happy. Now one of them has
was thinking.
asked to talk to you.
After each role play, go over
the questions on the next
page as a class. Evaluate how
well the employee and supervi-
sor communicated.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–35
8-36
Employee Supervisor
Did the employee: Did the supervisor:
Yes No Yes No
Ì Ì Pay close attention to the Ì Ì Give clear directions to the
Module 8
supervisor? employee?
Ì Ì Make eye contact with Ì Ì Make eye contact with
the supervisor? the employee?
Ì Ì Make comments to show Ì Ì Check to see if
he/she understood? he/she was understood?
Ì Ì Try not to interrupt the Ì Ì Try not to interrupt the
supervisor? employee?
Ì Ì Ask questions when he/she Ì Ì Ask questions when he/she
didn’t understand? didn’t understand?
Ì Ì Repeat the instructions back Ì Ì Repeat the instructions
to the supervisor to make again to make sure they were
sure he/she understood? understood?
After each role play, discuss the
questions below with your class.
Was the employee a good
communicator?
t 8-4
Che ckpoin e effective
Why or why not? strat ls
Demon ication skil
n
Was the supervisor a good commu workplace.
e
communicator? for th eckpo
int
e ch ____
ple ted th ________
Why or why not? I com _______
on __
_ date
Give everyone a chance to practice a role
play until each person has had the chance to
demonstrate good communication skills.
Florida Works Module 8–36 Florida Human Resources Development, Inc., 1999
8-37
Written Communication
On the job, communication
may also take place in writing.
You may be expected to read
Module 8
many kinds of information such as
employee handbooks, work schedules,
memos, equipment instructions, and
warning signs. You may or may not be
expected to do a good deal of writing at
your job. If you do, it may be filling out
order forms, writing short memos, or
reporting problems.
If you are like many adults, even having With a partner discuss the
to read and write very little on your job questions below. Remember that
may cause you to break out in a cold sweat! this may be an uncomfortable
You may feel that your spelling is terrible. topic for many people. Use your
You don’t remember all the rules for gram- good active listening skills and talk with
mar and punctuation. Your handwriting your partner.
isn’t what you’d like it to be. You may not
want others to know you have trouble in 1. How do you feel about your ability
this area. You may have found some good to write on the job?
ways to hide it.
2. Have you ever had difficulty read-
If this is true for you, you are not alone. ing or writing something at work?
As many as one in five workers have What happened?
trouble writing on the job.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–37
8-38
Of course, to truly improve Kind of Written Communication
your reading and writing skills, Business letter to request vacation time
you may need to go to adult Suggestions
Module 8
basic education classes. But in the mean- Work on the letter ahead of time at
time, there are things you can do to make home. Get a friend or family member to
the best of the skills you have. Below are “edit” it for you.
some of the kinds of written communica-
tion you may find on the job and some tips Kind of Written Communication
for coping with them. See if your team payroll and other business forms
can come up with some other examples. Suggestions
Find someone in the payroll office to
Kind of Written Communication help you understand the forms you have to
Telephone messages for coworkers fill out.
Suggestions Don’t sign anything if you don’t under-
Keep a list in your wallet or purse of all stand what you are signing.
your coworkers’ names. Copy the names
from the list. Learn to write a few simple
Write Your Own:
phone messages such as “Leo called. Please
call him back.” Kind of Written Communication
Kind of Written Communication _____________________
Time cards
Suggestions
Get a coworker to help you the first _____________________
time. Make a copy of a correctly filled-out
form to use as a model. _____________________
Kind of Written Communication Suggestions
Short note to report a problem with a _____________________
machine
Suggestions
See if you can take home a manual for _____________________
the machines you use. Write down the
names of each machine and key words _____________________
related to how it works. If you need to,
ask a friend for help. Keep the list in a
small notebook you can refer to in case of
emergencies.
Florida Works Module 8–38 Florida Human Resources Development, Inc., 1999
8-39
Written Communication Plan
Module 8
List the kinds of written communication you use at work. Or, if you don’t have a job, list
the kinds of reading and writing you need to do for a job that interests you. Then, identify
ways you can get help with the reading and writing you need to do.
Reading or Writing I Do at Work How I Can Get Help
t 8-5
Che ckpoin ys to cope
fy wa uni-
Identi itten comm
r
with w n the job. t
o in
cation checkpo ____
the ____
_
eted
Ic ompl ________
___ date
on __
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–39
8-40
Teamwork 4: Cooperation and Conflict
i
Know how to treat people. Don’t be selfish. You In this activity, you’ll
won’t make it for too long. Be willing to share. look at how to use good
The most important thing in a job is to be a good
listener. If you listen, you will remember things communcation skills to
Module 8
that people tell you. cooperate with your co-
Fred Perry workers and customers.
Orlando Then you’ll think of the
best ways to handle con-
flicts when they come up
on the job.
A Communication Web
In most jobs people have to instructions. He may share a job, such as
communicate with many coworkers restocking the shelves, with other salesper-
in the course of a day. Look at the sons. While they are working, there may be
“communication web” on the time for some small talk. They may discuss
following page. Karl communicates with a the Bucks game the night before or the
variety of coworkers during the day, for weather. Karl also communicates with the
many different reasons. Early in the day he payroll clerk and the cashier, but less often.
communicates with his supervisor to get
Florida Works Module 8–40 Florida Human Resources Development, Inc., 1999
8-41
Karl’s Communication Web
customers to: store manager to: other salespersons to:
Module 8
• ask if they need help • get instructions • send customers
• answer questions • ask questions • ask questions
• solve problems • report problems • give instructions
• social talk • request time off • social talk
KARL commincate with
(Men’s Store Salesperson)
payroll clerk to: cashier to:
• ask for paycheck • send customers
• report problems • report or check on the
price of an item
Ask for a volunteer to think about a job he or she has now or had in
the past. Have the class help the volunteer fill out a web similar to the
one above. Write in all the people he or she had to deal with from the
time of arriving at work to the time of leaving for the day. Then, write a
word or two that describes the kind of communication he or she had to do
with that person.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–41
8-42
* Blackline Master
i
A Sample Communication Web
Module 8
Florida Works Module 8–42 Florida Human Resources Development, Inc., 1999
8-43
Ask the volunteer to think Finally, ask other class members to list
about the relationship with each additional words that describe what things
person he or she listed on the have made their relationships with co-
web. Ask him or her to write a
Module 8
workers good or not so good.
word or two to describe what things made
the working relationship with these people
good. Then, write a word or two to de-
scribe what happened to communication at
times when work wasn’t so good.
When things were good with my co- When things weren’t so good with my
workers coworkers
_____________________________ _____________________________
_____________________________ _____________________________
_____________________________ _____________________________
_____________________________ _____________________________
_____________________________ _____________________________
_____________________________ _____________________________
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–43
8-44
Active Listening
If you are like many people, you listed having coworkers who were good
listeners as one of the things that most contributed to a good workplace. In
Module 1 we learned that it is possible to become a better listener by using a
technique called “active listening.” Active listening has the following steps:
Module 8
Steps for Active Listening
1. Block out any distractions. Give the speaker
your full attention. Commit to really hearing what
is said.
2. Look at the speaker when he or she is talking.
Pay attention to the speaker’s tone of voice and
body language.
3. Follow what the person is saying without making
judgements or thinking about what you will say in
response. Your only aim is to listen and understand.
4. Ask questions only when you hear something
you don’t understand. These are called clarification
questions.
5. Try not to interrupt too often. Be patient if there
are times when there is a silence. If the conversation
completely stops, ask a clarification question to get
it going again. Don’t jump in with your opinion or
with “the answers.”
Of course, you often don’t have time to use this kind of intensive active listening
while you are working. But if a coworker has a problem, you may be able to find a way
to talk with him or her during a break, at lunch, or after work. Just having you listen to
the problem may help a coworker a great deal. Sometimes just having someone listen
without judgements or interruptions can go a long way toward helping the person make
the changes they need to get along better on the job.
Florida Works Module 8–44 Florida Human Resources Development, Inc., 1999
8-45
1. Discuss the questions e. Ask the observers to give the lis-
below with your team. tener feedback on how he or she
did.
Module 8
a. Can you think of times when you
have been able to help someone Then, answer the questions below.
who had a problem with their job
just by listening? Did the listener give the speaker
his or her full attention?
b. Can you think of a time in your life
when a coworker or friend has Did the listener show the speaker
actively listened to you? What do he or she was listening?
you remember about that person?
How did you feel after speaking Did the listener follow what the
with him or her? speaker was saying without mak-
ing judgements or interrupting?
2. Next, try out active listening. Use Did the listener ask questions when
the following steps. he or she did not understand?
a. Choose one team member to be f. After you have finished, switch roles
the speaker. Choose another one and practice listening actively
to be the listener. The other two again. Make sure each team mem-
team members will be observers. ber has had a chance to be a
listener.
b. Ask the speaker to talk about a
problem he or she had in the past 3. After you have finished, have your
on the job. If he or she has not team leader guide a discussion of
worked before, choose a problem the questions below.
he or she has had with his or her
job search. a. What did it feel like to be the
speaker?
c. The role of the two team members
who are observers is to watch to b. What did it feel like to be the lis-
see if the listener uses good active tener?
listening skills.
c. What is the most important thing
d. Have the speaker stop after about you learned from doing this exer-
five minutes. cise?
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–45
8-46
The Power of Positive Cooperation
Another thing you probably
said was that when things were
Module 8
good on the job there was coopera- Positive statements:
tion among coworkers. Coopera- I can see you put a lot of effort into that.
tion means the ability to get along with
other people, work together, and help one I bet you can figure out the problem your-
another. Some things that go along with self.
cooperation are:
• being a good sport Don’t worry about the mistake. It happens
• being polite to almost everyone the first week on the
• being patient job.
• being enthusiastic
• being loyal You’re doing the best you can. Things are
• being a team player tough now. I’m sure it will pay off in the
long run.
• helping coworkers with problems
• complaining less and cooperating
Negative statements:
more
You usually make a lot of mistakes at this,
How can you help to create the condi- so be careful.
tions where coworkers are more coopera-
tive? Many people say a friendly, positive Don’t even try that. It’s too difficult for
attitude goes a long way toward improving you.
communication. This is easy for some
people who are naturally outgoing. Others You’re just lazy. You didn’t listen to instruc-
who tend to be shy may have to work at it. tions.
Try to put on a smile, make eye contact,
and speak in a pleasant tone of voice. Look You’ll never make it on this job.
for ways to praise coworkers. Instead of
building yourself up at the expense of other
people, find ways to make them feel valu-
able. Here are a few examples:
Florida Works Module 8–46 Florida Human Resources Development, Inc., 1999
8-47
Self-Esteem Builders
As we have learned, self-esteem is an important ingredient to success at
work. People with high self-esteem are usually happier and get along
better with others. They also often take criticism better than people with
low self-esteem. Doesn’t it make sense to find ways to help build the self-
Module 8
esteem of your coworkers? Here are a few tips.
1. Help coworkers by assisting them to learn new skills.
2. Believe you and your coworkers can do the job. If you think you can
succeed, your coworkers may too.
3. Watch the kind of messages you send to coworkers. Give more praise
for what was done right.
4. Downplay small mistakes your coworkers make. Focus on what you
can learn from the mistake, and do differently next time.
5. Know a coworker who is suffering from low self-esteem? Let him or
her overhear you complimenting him or her to another coworker.
6. People may need support “even when they don’t deserve it.” Try to
look behind the unfriendly face of a difficult co-worker. See the problems
this person faces. It may help you treat them more kindly.
7. Celebrate you successes! Post photographs on the staff bulletin board.
Put up awards people have received. Post successful production results.
8. Show an interest in your coworkers. Remember their special hobbies,
birthdays, unique skills.
9. Try not to compare one worker’s performance against another’s. Focus
on each person’s unique strengths.
10. Avoid gossiping about the negative actions or qualities of others.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–47
8-48
Try the positive approach for
one day. All day, express appre-
ciation for anything that is done If you work in a service job,
for you. Give a positive response then you know that business
Module 8
to as many messages as you can. Try to turn takes customer service very seriously. In
negative thoughts into positive statements.3 hotels, hospitals, stores, and repair shops,
If you have a job, try doing this at work. If the motto still is: The Customer Is Always
you don’t have a job, try it out at home. Right.
Businesses today know that people who
Report back to the class about are not satisfied with customer service don’t
how your day went. come back. It doesn’t matter how good the
products they offer may be. Studies show
How did it feel to use more that customers tell twice as many people
positive statements? Were your about a bad experience as about a good
interactions with coworkers more or less one. A reputation for bad service can
pleasant? destroy a business.
What can you do to have good commu-
nication with your customers? This is not
always easy. Customers may come to you
Communicating with with problems. They may be impatient.
Customers They may sometimes be unreasonable. But
no matter how difficult they are, it is your
Customer service is one of the keys to this job to make sure they leave the store satis-
business. To be competitive, you have to offer fied.
something that other businesses don’t. You have to
pay special attention to your customers. I send out The best approach is to prevent problems
thank-you cards. I give out coupons for free 8x10 in the first place. Most businesses try hard
photos. Customers love these. People appreciate to predict the problems that may come up
this and send me new customers. Now I have a and teach you what to do. But you also
database of people that I send things to. You have have to take the responsibility to ask ques-
to be creative. You have to make them want to tions if you don’t know what to do. You
come back. have to get a prompt response to what to
Nick Desius do about the problem and get back to the
Owner of Nick’s Quality Photo customer as soon as possible.
Miami
Florida Works Module 8–48 Florida Human Resources Development, Inc., 1999
8-49
With your team, consider these responses to customers.
Which one do you think will make the customer
want to come back?
Module 8
“I don’t know.” or “Let me find out for you.”
“I don’t know, but I’ll find someone
who can help you.”` or “I’m new here.”
“Sorry, I can’t do anything about it.” or “Well, I could try doing this…”
“I could order it for you and have
it in a few days.” or “We haven’t got it.”
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–49
8-50
With your class, think Summing Up
about the times you have
been a customer. On your own, name four of
Module 8
the most important things you
will do in the future to work
1. When have you been most satisfied
cooperatively with your co-
with the customer service? What
workers and/or with customers.
did the employees do to make you
feel that way?
1. ___________________________
2. When have you been most dissatis-
____________________________
fied with the customer service?
What did the employees do to make
____________________________
you feel that way?
____________________________
3. Can your classmates think of some
ways to “fix” a situation where bad
2. ___________________________
customer service was given?
____________________________
____________________________
____________________________
t 8-6 3. ___________________________
Che ckpoin to work
ways co-
Name tively with rs. ____________________________
ra e
coope and custom t
rs in
worke e checkpo ____ ____________________________
th __
leted ____
I comp ________ ____________________________
__ date
on __
4. ___________________________
____________________________
____________________________
____________________________
Florida Works Module 8–50 Florida Human Resources Development, Inc., 1999
8-51
Coping with Conflict Being Assertive
I am a crew leader at a school. I have nine Many experts on how people express
Module 8
people I supervise at night. I believe in teamwork. conflict say there are just a few basic ways
If a person has a problem, don’t just tear him to react. People can be:
down. Come and see me, and we can sit down
and work it out. Tearing people down is why a lot Passive. When you are passive, you
of people lose their jobs. respond to conflict by avoiding it or pre-
Fred Perry tending it isn’t there You want to be seen as
Crew Leader a “pleasant” person. You may give up your
Orlando own rights and interests by not expressing
your honest feelings about a problem.
Aggressive. When you are aggressive you
Whenever people work to-
respond to conflict by “fighting it out.” You
gether, conflicts are likely to come
may express your negative feelings openly.
up. When problems can be discussed
You are more interested in winning the
openly, they can often be resolved. But
conflict than in getting along with others.
unexpressed feelings that build up over a
Your actions can cause tense situations at
long period of time can cause problems.
work. They can give you a reputation as a
They may lead to a blowup. No matter
hot head. They can damage relationships
how well you are doing at work, a major
with your supervisor and coworkers.
blowup with your boss or a coworker can
put your job at risk. Or, if you keep your
Passive-Aggressive. Many people who
feelings inside, the conflict may increase
are passive most of the time may keep
your stress. You may find yourself “un-
their feelings to themselves until they just
winding” with alcohol or feeling more and
have had too much. Then they respond
more depressed and helpless. What can
aggressively.
you do to find a better way to deal with
conflict?
Assertive. When you are assertive, you
respond to conflict by expressing your
thoughts and feelings directly and honestly.
You respect the needs of others, but you are
not afraid to stand up for your own rights
and interests.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–51
8-52
Look at the following behaviors with your team. Decide which ones repre-
sent a passive response. Which ones show aggressive behavior? Which ones
represent assertiveness?
Module 8
Is the response passive, assertive, or aggressive?
Passive Assertive Aggressive
Try to change the subject.
Turn the problem into a joke.
Accuse the other person of having the problem.
Avoid the person.
Try to understand the other person’s point of view.
Say it’s your fault even if you don’t think it is.
Try to find a compromise solution.
Give in so there won’t be hard feelings.
Pick a fight.
Just stop listening and say you are right.
Express your feelings calmly.
Reporting Back
Ask your team reporter to report back on your
team’s decisions. If some teams reached different
conclusions, discuss your reasons for the answers
you gave.
Florida Works Module 8–52 Florida Human Resources Development, Inc., 1999
8-53
Being able to practice assertive How do you practice assertive behavior?
behavior can be a real advantage at Experts suggest that when you have a
work. In fact, assertiveness training conflict you should deal with it as soon as
Module 8
is one of the most popular courses possible. You should:
offered in workplace education programs
around the country! If you don’t already
practice assertive behavior, what are some 1. Look directly at the other person.
reasons to do so? Here are just a few.
2. Speak clearly and firmly.
Assertive people: 3. Express your thoughts and feel-
ings honestly and directly. Use “I”
• are more respected by others. messages.
• get their needs met more often.
• feel better about themselves. 4. Be clear about what you want.
• feel less like victims.
• are able to take on more responsibility. 5. Show concern for the other
• have more control over their emo- person’s needs.
tions and beliefs.
6. Use humor when you can.
7. Give an action step you wish to
occur.
8. And be flexible at reaching a
solution.
If the other person doesn’t understand
your need, you should say it again and even
a third time so that what you want is
clearly stated.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–53
8-54
Giving “I” Messages
One of the most important tools for assertive behavior is the use of “I”
messages. When you give an “I” message you tell the person what it is that
Module 8
bothers you, how you feel about it, and how it affects you. Compare these
accusing messages on the next page with the “I” messages.
Accusing Message “I” Message
You’re so irresponsible. Get with the When you don’t show up on time, I feel
program. angry because I have to do your work for
you.
You never listen when I explain things When you don’t listen when I explain
to you. things to you, I get frustrated because this
measurement has to be just right.
You never tell me what I’m supposed to When you don’t tell me exactly what I’m
do. I hate this! supposed to do, I feel confused because I
don’t know which job is most important to
do first.
With your team, try making up your own “I”
messages to respond to the accusing messages
below.
Accusing Message “I” Message
You never clean up after you have lunch in
the break room. What a slob.
You are so careless. You are always making
mistakes when you count the cash drawer.
You told me I could have Friday off. You
are a liar!
Florida Works Module 8–54 Florida Human Resources Development, Inc., 1999
8-55
Next, give each class member a Role Play 1
chance to practice responding to Coworker 1: Your coworker has asked you
a problem assertively. Use the to cover for him arriving a half hour late for
Module 8
following steps. work. He’s been late now every day for a
week. You’re getting fed up.
1. Choose two class members to do
one of the role plays below. Coworker 2: You show up late sometimes,
but who cares? You have things to do. Let
2. Coworker 1 should be clear and someone else cover for you.
state the problem in as few words
as possible. It may help to use the Role Play 2
phrase: Coworker 1: The cashier on the shift before
When you______________ I yours always leaves the counter in a mess.
feel___________________.
Coworker 2: The boss always makes you
3. Coworker 2 should try to respond take the cash drawers of all the cashiers to
as assertively as possible. the safe. When you get back there’s never
time to clean up.
4. The other class members should
be observers. After the role play Role Play 3
the class should fill out the Conflict Coworker 1: Your coworker is always
Skills Checklist on the next page talking about the personal lives of cowork-
for the two class members. ers. You just don’t feel right about it. Be-
sides, it wastes a lot of work time.
5. Each class member should com-
plete at least one role play suc- Coworker 2: You just love telling juicy
cessfully in order to pass Check- stories about your coworkers. It makes you
point 8-7. feel important.
Role Play 4
Coworker 1: Your coworker resigned three
months ago. Your boss still hasn’t found a
replacement. You are having to do the work
of two people. You’re getting tired of it.
Supervisor: You are saving a lot of money
by not replacing the worker who resigned.
Your own boss has praised you for your
good management.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–55
8-56
Conflict Skills Checklist
Name_________________________________________________
Module 8
In the role play, this coworker:
Ì 1. Looked directly at the other person.
Ì 2. Spoke clearly and firmly.
Ì 3. Expressed his or her thoughts and feelings
honestly and directly.
Ì 4. Used “I” messages effectively.
Ì 5. Expressed clearly what he or she wanted.
Ì 6. Showed concern for the other person’s needs.
Ì 7. Gave an action step for what he or she wanted to
occur.
Ì 8. Showed flexibility at reaching a solution.
Name one way this person communicated well. ______________
___________________________________________________
___________________________________________________
Name one suggestion you have for improving this person’s ability
to handle conflict. _____________________________________
___________________________________________________ point 8
-7
eck under-
Ch
str ate an o resolve
Demon
___________________________________________________ ing of how
t
stand on the job.
s
conflict oint p
check ___
ete d the ________
pl
I com ________
_
on __ date
Florida Works Module 8–56 Florida Human Resources Development, Inc., 1999
8-57
Teamwork 5: Putting Safety First
On the job it is your employer’s responsi-
bility to provide for a safe work place for
Module 8
you and your coworkers. The Occupational
Safety and Health Administration (OSHA) i
of the U.S. Department of Labor sets In this activity, you’ll
guidelines employers must follow. Your discuss the importance of
work areas should have fresh air. There putting safety first at work.
should be good lighting. Equipment should
be safe. Hazardous materials or equipment You’ll learn ways to work
should have clear warnings. Safety alarms, safely and you’ll also learn
smoke detectors, and emergency exits about the responsibiltiy of
should be in good working order. There are
special rules for each industry. Employers
your employer to provide a
who do not comply with these regulations safe workplace.
can be given fines and other penalties.
But safety on the job is also your respon-
sibility. When you start your job, you
should be trained on how to do your job
safely. You may receive on-the-job training.
You may be given a safety manual you are
responsible for reading and understanding.
(Ask to take it home if you need help
understanding the manual.) You may have
to attend special safety classes. At some jobs
you may have to use special equipment
such as ear plugs, a hard hat, safety glasses,
safety shoes, gloves, a hair net, a face mask,
or a back brace.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–57
8-58
Know Your Warning Signs
It is especially important to notice all the
Module 8
warning signs at your workplace and un-
derstand their meaning.
With your team, look at the
list of warning signs below. Do
you know their meanings? See
how many other workplace
warning signs you can list.
• HAZARDOUS MATERIAL • AUTHORIZED PERSONNEL ONLY
• TOXIC FUMES • MANDATORY HARD HAT AREA
• COMBUSTIBLE • FLAMMABLE MATERIALS
• HIGH VOLTAGE • _______________________________
• _______________________________ • _______________________________
• _______________________________ • _______________________________
• _______________________________ • _______________________________
Florida Works Module 8–58 Florida Human Resources Development, Inc., 1999
8-59
Ways to Put Safety First
With your class, read the list below of ways to put safety
first at the workplace. Then see if you can think of other
Module 8
things to add to the list.
Ì Make sure emergency phone numbers Ì Report all injuries, large or small, to the
are listed where everyone can see them. supervisor.
Ì Don’t operate machinery or perform Ì Know first-aid procedures.
other dangerous jobs if you are too tired, if
you are angry, or if you have taken drugs or Ì Turn off machines before making
alcohol. repairs.
Ì Ask if you don’t know how to operate a Ì Observe no-smoking rules. Make sure
dangerous piece of equipment. cigarettes are completely put out.
Ì Read the labels before using chemicals or Ì _________________________________
taking medicines.
__________________________________
Ì Wear the right kind of clothes and safety
equipment. Ì _________________________________
Ì Keep watch on the area where you work. __________________________________
Notice if people and equipment are safe.
Ì _________________________________
Ì Let a supervisor know if you see unsafe
__________________________________
work conditions.
Ì _________________________________
Ì Learn the safety hazards at your job.
Learn what you need to do to work safely. __________________________________
Ì Keep equipment clean and in good Ì _________________________________
condition.
__________________________________
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–59
8-60
Reporting an Accident
Module 8
If an accident occurs at the workplace, you will usually be
asked to fill out an accident report. The form on the following
is typical of the kind of information you will have to report.
With your team, read John’s story below.
Then, use the information to fill out John’s
accident report form.
An Accident Report: John’s Story
John Williamson works as a short-order cook at a fast-food chicken restaurant
in St. Augustine. Last Saturday while he was cooking French fries, the hot oil
splattered and burned his arm. When John looked at the French fry machine, he
saw that the dial was damaged. The dial had clicked onto the highest setting even
though the indicator knob said the temperature was set on low. The oil was so hot
that John had to go to the emergency room to have the burns treated.
When he returned on Monday, John’s supervisor asked him to fill out an acci-
dent report. Before he started, John talked to his coworkers. He found out that
the dial had been working fine the day before. No one had reported it broken
from the shift before. After he left for the hospital, John’s coworkers turned off the
French fry machine. Their supervisor called a repair shop and scheduled someone
to come the next day to repair the machine. John asked which of his co-workers
had witnessed his accident. He got the names of Joe Harris and Susan Carter.
Now John was ready to fill out the accident report. He listed the date of the
accident as Saturday, April 22. The date the report was filed was Monday, April
24. The time of the accident was 5:10 p.m. John’s social security number is 290-
42-7852. His job title is short-order cook. He was hired on January 2, 1999. His
age is 27. His supervisor’s name is Tom Bennett. The accident occurred in the
kitchen area of the fast-food restaurant. No special safety equipment was needed
for the French fry machine.
Florida Works Module 8–60 Florida Human Resources Development, Inc., 1999
8-61
Accident Report
Date of Accident: ___________________
Module 8
Time of Accident: ___________________ Date Report Filed: __________________
Name of Injured Employee:____________________________________________________
Last First Middle
Social Security Number: ____________________ Job Title: ________________________
Date Employed: __________________ Supervisor’s Name: _______________________
Employee’s Age: _________ Sex: ____ Male _____ Female
Address where accident occurred: (Please give exact location where event occurred.)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Describe in detail how the accident occurred: _____________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Names of witnesses: ________________________________________________________
__________________________________________________________________________
How was the employee injured? _______________________________________________
Was any equipment damaged? ________________________________________________
Was safety equipment provided? ____ yes ____ no
Was safety equipment in use at the time of the accident? ____ yes ____ no
Employee’s Signature_____________________________________________
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–61
8-62
After you have finished filling out the form,
discuss the questions below.
Module 8
1. Imagine you are John’s supervisor.
What would you do to look into the cause of this accident?
What other workers would you talk with?
What steps would you take to see that this accident didn’t
happen again?
2. Imagine John has a different supervisor. This supervisor
doesn’t want to report the broken French fry machine be-
cause there have already been two other pieces of equip-
ment broken this month. He is afraid the broken machines
will make him look bad with his supervisor. Imagine that
this supervisor has told you to continue to use the damaged
machine.
What can you do?
int 8-8
Checkpo ays to put
w -
scribe
De e work
t at th
safety firs
place. point __
e check __
ted th ____
I co mple ________
____ ate
on __ d
Florida Works Module 8–62 Florida Human Resources Development, Inc., 1999
8-63
Summing Up: A “Quilt” of
Your Best Success Qualities
Module 8
Bring in a stack of magazines.
Look through the magazines to
see if you can find a picture that
symbolizes your best personal
qualities. For example, if your best
personal quality is “initiative,” you may
choose a picture of a mountain climber. If
your best personal quality is dependability,
you might find a picture of a clock or a
steady-as-she-goes train. Paste your maga-
zine cutting on a square piece of paper
about the size of a quilt square. Illustrate
the square any other ways you choose using
markers or crayons.
When you have finished, each
class member should share their
quilt piece. Tack all the pieces
together on the wall to make a
quilt shape.
Florida Human Resources Development, Inc., 1999 Florida Works Module 8–63
8-64
Florida Facts:
Florida’s Growing Technology
Module 8
The world of work is changing rapidly. We now are a
global marketplace. Businesses have to be more competitive
than ever. More and more jobs require technical skills. To
get a job that pays a good living wage, Florida workers will
often need to get further training.
In fact, Florida ranks high in many high-tech jobs. We are
first in the nation in producing electromedical equipment
and second in producing space vehicles, space vehicle equip-
ment, guided missiles, and ophthalmic (vision-related)
goods.
Even in our booming tourist industry where there are
more entry-level jobs, training in the use of computerized
equipment and processes is often a requirement of the job.
Florida Works Module 8–64 Florida Human Resources Development, Inc., 1999
8-65
Problem Solving on the Job:
Diversity Means Different
Module 8
Communication Styles
i
We asked supervisors at a McDonald’s in Read what Florida employ-
Tallahassee and at Tallahassee Memorial
Hospital what kinds of problems come up
ers have to say about how a
on the job. “Miscommunication,” they person’s personal back-
said was the biggest problem. People have ground affects their commu-
different communication styles. Where nication style. Then think
they are from, their race and ethnicity,
whether they are men or women, and many about what you would do if
other factors affect communication style. this problem came up in
To have a good team, everyone has to be your workplace.
willing to communicate with people who
have a different style. They have to listen to
each other, respond to what the other
person says and often compromise. Read
what the supervisors have to say in their
own words.
Sometime there’ are problems between manag- Some people are more abrupt than others when
ers and employees because some managers use a they talk. In the South we aren’t used to that, and
harsh tone or they don’t ask nicely. Instead of we take it personally. But the person usually
saying, “Here’s how you do it,” they’ll say some- doesn’t even know they’re doing it. They come
thing like, “Why didn’t you do it this way?” They across as curt. People think they’re mad. But
say things like that. The employees complain, people from different cultures or backgrounds
saying that the manager isn’t doing them right. sometimes have different styles of communicating.
They need to understand that the manager isn’t It’s not that they are mad, they just have a more
trying to be mean. They just talk like that. But if direct way of speaking.
they really feel like they’re being disrespected, they
Sally Schlack
should come and talk to me about it.”
Nurse Supervisor
Kim Ward Tallahassee Memorial Hospital
McDonald’s Manager
Tallahassee
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In this next activity, we’ll talk about ways to listen, re-
spond, and compromise in situations these supervisors say
happen often at their workplaces.
Module 8
Divide into small groups. For this activity you
do not need to meet with your home team.
Form groups any way you choose. Then read
the story and discuss what you think the person
in the story should do.
Situation 1
Maria Elena is a nurse tech. She is a good What should Maria do? Why?
worker and gets her work done well. She
also takes time to talk with families of a. Keep her mouth shut and keep out
patients. She tells them how the patient has of trouble.
been doing and listens to their problems. In
her culture this is considered good man- b. Try to explain to Cathy why in her
ners. The patients and their families like culture friendliness and sociability
Maria Elena because she speaks Spanish are considered good manners.
and knows how to treat them. Maria just
got a new supervisor, Cathy. She doesn’t c. Tell her off. Tell her she is a cold
speak Spanish. She has told Maria Elena to person and doesn’t understand how
stop socializing with the patients and their to work with people of other cul-
families. Maria doesn’t like it but she stops tures.
talking with the patients and their families.
The patients have noticed. They say the What should Cathy do?
hospital seems less friendly and more cold.
They are unhappy with the new way things ______________________________
are being managed.
______________________________
Cathy calls Maria into her office. She has
heard that many patients are unhappy. She ______________________________
asks Maria if she knows why.
______________________________
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Situation 2
Sharon started working as a nurse tech
just yesterday. This is her first full-time job.
Module 8
She likes her job and wants to do well. But
her supervisor, Mr. Johnson, scares her.
Yesterday he told her, “Don’t make the beds
like that” and rushed off. Then he came
back and said, “Here, fill in the chart.” But
she didn’t know how. Sharon knows Mr.
Johnson wasn’t so happy with her work As a class:
yesterday. But she feels too shy to go up and
talk with him. He always seems so rushed. 1. Ask your team Reporter
She’s afraid he’ll think she isn’t a good to report back to the class on
worker if she asks questions. which response your team picked
for each story.
What should Sharon do? Why? 2. Brainstorm a list of all the ways
people on the job can be different
a. Ask Mr. Johnson if she can speak from one another.
with him. Make an appointment.
Then tell him she wants the job and
want to do well, but that he is going
too fast for her to understand the
instructions.
b. Keep her mouth shut and just
try to pick things up as best she
can.
c. Explain her problem to a co-
worker and ask what they would
do.
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Reaching Out: i
In almost every workplace,
Technology Use at technolog y has made big
Module 8
changes in how people do busi-
the Workplace ness. In this Reaching Out,
you will visit a workplace of
your choice and observe how
It’s changed like night and day… Now, there is
workers are using technology
way more competition. The competition of cable to do business.
television, newspapers, radio, and other media
makes you have to prove the value of your product
more. All of our reps use laptop computers. You
have to be computer trained and computer
literate.
With your class, make a list
Alberto Gongora
Bell South
of all the kinds of technology
Miami found in places where you
have worked.
Technology has led to big changes in the
workplace. Today, even most entry-level Technology in the Workplace
workers have to be able to use some form of
technology. It could be a cash register, • __________________________________
computer, handheld calculator, or fork-lift.
But whatever the technology, you have to • __________________________________
be ready for it.
• __________________________________
• __________________________________
• __________________________________
• __________________________________
• __________________________________
• __________________________________
• __________________________________
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Discuss which kinds of technol- 2. How did you learn how to use it?
ogy you have actually used on the
job? 3. What did you like/dislike about
using it?
Module 8
1. What technology did you use?
Plan A: A Site Visit
For this Reaching Out activity,
you can choose either Plan A or 3. Make your visit. Find a time when
Plan B. For Plan A you will need you and team members can visit
to visit a workplace with your the workplace together. You will
team to observe how technology need to complete two tasks:
is used. For Plan B you r team will prepare
to teach your class how to use a piece of a.Draw a floor plan. Draw a
technology. simple map of the work site. Show
where different kinds of technology
are used at the site.
Here are the steps for Plan A:
1. Choose a workplace your team
will visit. You can choose any Restrooms
workplace you wish. It can be a
local discount store, a restaurant,
or any other place that will allow
you to visit. If one of your team
members already has a job, you
can choose to go there.
2. Contact the workplace. Talk to the
manager at the workplace ahead of b. Interview a worker. Each team
time. Explain that you are doing a member should find one person at
class project. You will be drawing a the work site to interview. Use the
floor plan showing where technol- Technology Use Interview as a
ogy is located and talking with one guide.
employee each about how they use
technology at work. The manager 4. Be ready to report back to
may ask you to come during hours your class. Think about how you
when the business is less busy. will describe your visit to your class.
.
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Technology Use in the Workplace: Floor Plan
Draw a simple plan of the workplace you chose. Write in the
locations of technology, such as computers, cash registers, comput-
Module 8
erized ovens and stoves, bar-code readers, time clocks, and other
equipment that uses modern technology.
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Technology Use in the Workplace: Worker Interview
Name of Person Interviewed ____________________________
Module 8
Job Title ____________________________________________
1. How long have you had this job? _______________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
2. What kind of technology do you use on the job? ___________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
3. How did you learn how to use it? _______________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
4. What problems do you face using technology on the job? ___________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
5. What do you like about using technology at work? _________________________________
___________________________________________________________________________
___________________________________________________________________________
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Plan B: Operating a Piece of Technology
With your team, choose one piece of technology that you have access to
at your site. Some possible choices are a photocopy machine, typewriter,
Module 8
coffee maker, telephone answering machine, stove, or computer. Complete
the following steps:
1. Create your own “instruction manual.” Describe the purpose and
use of the piece of equipment. Identify the correct vocabulary
words for each part of the machine.
2. Make a list of the steps you must follow to operate the machine.
3. Make a list of any kind of special safety hazards an operator
needs to know about. Describe safety procedures.
4. Be ready to teach your class how to use the technology. Try to
give every team member a job to do during your demonstration.
Lid
Give each team a chance to teach
the class how to use the equipment. Control
Make sure each team can answer the Panel
following questions.
Paper Tray 1
1. How do you operate the machinery?
2. What safety procedures must you
follow?
3. In what ways is this piece of
technology used in the workplace?
4. What kinds of problems might
workers face in using this piece
of technology?
Paper Tray 2
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Written
Reflections:
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What Is
Success?
By now you have had many
chances to think about what
success means. Take a minute
to think again about your own
personal recipe for a successful
life—both on and off the job.
What does success mean to
you?
Note: Written Reflections is
an important activity because
it gives you a chance to reflect
or “think on paper” about
your progress. Make sure you
set aside plenty of time for
this writing. Don’t worry
about spelling or grammar.
This writing is only for you.
Some people may want to
share what they wrote. Others
may want to keep it private.
You will not be expected to
share what you wrote.
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Winding Up
After you have finished, ask
Module 8 Performance Checklist
Module 8
your teacher to initial each
1. Go to the Book C Performance Check- item on the Performance Checklist.
list at the end of this book. Date each If you didn’t finish a checkpoint, de-
checkpoint you finished from Checkpoint cide on a plan to make up the work.
8-1 to Checkpoint 8-8.
If you gave yourself a low rating on
2. Next look at the Career-Building a career-building skill, discuss with
Skills on the Performance Checklist. Think your teacher how you might im-
about whether you improved in each skill prove that skill. Share your one-
area. Rate how much you improved.
sentence summary with your
teacher. Celebrate your success!
One-Sentence Summary
Finish the sentence below.
The most important thing I learned in Module 8 is:
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Team Assessment
Think about how well your team worked together during this module. Answer the ques-
tions below. Then, share what you wrote with your team. Come to a group decision about
Module 8
how you can improve.
Often Sometimes Never
1. I feel comfortable working as part of
my team. u u u
2. Our team took turns taking on different
roles. u u u
3. Everyone on our team followed the
ground rules set by our class. u u u
4. My team members are supporting me
during my job search. u u u
5. Our team has good ways of handling
conflict when it comes up. . u u u
I could improve as a team member by ________________________________
______________________________________________________________
______________________________________________________________
Our team could improve by________________________________________
______________________________________________________________
______________________________________________________________
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Getting Support
As we learned in this module, it is important
Module 8
to get support during your job search. Think
about whom you went to for support during the
time you were working on this module. Did you
go to a family member? A friend? A classmate?
How did this person help you? Jot down your
answers below.
Support Person How He or She Helped
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Next Steps
Jot down the most important things you need to do next.
Module 8
1. _______________________________________________________________
________________________________________________________________
2. _______________________________________________________________
________________________________________________________________
3. _______________________________________________________________
________________________________________________________________
4. _______________________________________________________________
________________________________________________________________
5. _______________________________________________________________
________________________________________________________________
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