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Unit 1: 4.1 - Communication Skills
88
4.1 - Communication Skills
Revise,
Recap, Review
3 examples of business systems
2 advantages of flash memory over magnetic storage
1 definition of open source software
Objectives
Lesson Objectives
To understand the importance of communication skills
To evaluate the communication skills for a specific role in the IT industry.
To understand the barriers to communication and suggest ways to minimise their impact
Self - Assessment
Complete the survey to find out what kind of skills you already have
http://www.skillsyouneed.com/ls/index.php/343479/
(10 MINS)
Theory
Communication Skills
To work in the IT industry you need good communication skills
Work independently
Work as part of a larger team
Provide support/information
Liaise with users with limited knowledge
Mini Task
List the communication skills that would be needed by a software developer - and WHY
Interpersonal Skills
Face-to-face communication is more than just talking!
What do we think Hillary is thinking?
Interpersonal Skills
Projecting a positive image of yourself
What do these things say about you?
- Eye contact
- Folding arms
- Slouching
- Yawning
- Fidgeting
Verbal Communication
Appropriate use of language
Ability to explain complex ideas in simple language
Formal meetings mean different language than a conversation with peers.
Telephone
Title
Verbal communications can be difficult via telephone - lack of body language
Call quality
Remote Support
Questioning
Especially important if in a support role
Closed questions - One word/short answers
Open questions - where the response has no obvious answer - normally much more lengthy responses.
Leading questions - best avoided!
Written
Again, formal and informal
Formal - Job applications, communications with clients
Informal - emails to colleagues/friends
Written
Language used will depend upon:
- Company policy
- Internal/external communication
- Whether the communications have legal status
Barriers to Communication
Noise: Physical and thoughts in your head!
Language - Use of complex terminology that may not be fully understood
Physical - E.G. communications with a deaf person
Task
Create and present a presentation for job seekers on the importance of interpersonal, communication and verbal skills
Explain situations in which these would be useful