speaking and listening - skills highway · introduction: speaking and listening in relation to the...
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![Page 1: Speaking and listening - Skills Highway · Introduction: Speaking and listening In relation to the demands in the workplace, for example: Documentation, e.g., Payslips Forms, e.g.,](https://reader030.vdocuments.us/reader030/viewer/2022040306/5ebc4afa4403ee21f43970c3/html5/thumbnails/1.jpg)
Speakingandlistening
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Tosupportyourunderstandingofthe
Literacy andNumeracy
demandsinyourworkplaceandhowtheyrelatetothe
abilityandefficiencyofyouremployeesto…
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READING
Introduction:Speakingandlistening
Inrelationtothedemandsintheworkplace,forexample:
Documentation,e.g.,Payslips
Forms,e.g.,HazardReporting
Tasks,e.g.,SOPs
Thissetofguideswillsupportyoutoseewhatyouremployeesareabletocopewithintermsoftheirabilityto:
Readwithunderstanding
Writetocommunicate
Listenwithunderstanding
Speaktocommunicate
Makesenseofnumbers
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Howtousetheguides
Eachguideis‘subject’basedandgivesanexampleofaworkplacetask/document.
Theguidesshowyouwhatyouremployeeswillcurrentlybeabletocopewith,ateachleveloftheLearningProgressionsandexplainwhy.
Youcanworkthrougheachlevelorgostraighttotheslidethatrelatestotheliteracyandnumeracyskilllevelsofyouremployees(resultsfromtheAssessmentTool).
PleaserefertotheSkillsHighwaywebsiteforFAQs.
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YourstaffwillcompleteaSpeaking
andListeningAttitudeSurvey,to
determinewhattheyfeeltheyneed
supportwith.
Ansampleofthetypeofquestions
thatthissurveymayincludeareseen
here,butthesecanbecustomised.
SMARTgoalscanthenbemade,with
supportoftheirtutor,sothattheyare
workingtowardsimprovingtheir
speakingandlisteningskills.
Skilllevelsofyourstaff
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Thefollowingslideswilldetailandexplaintoyouwhatsomeonecancopewith,fromStep1rightthroughtoStep6,whenitcomesto:
Speakingandlisteningtocommunicate,usingaworkplacesituation
SpeakingandListeningGuide
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STEP1AnAccidentCausingInjury
BACKGROUND
Josie’sclient,Joanslippedintheshowerandtoretheskinonhershin.
Josiehaswrittenupanincidentreportformbuthasfounditdifficulttofilltheformoutandincludeallofthedetails.
Shefoundsomeofthewordsdifficulttospell.
JosiehasdecidedtospeaktoherSupervisoraboutwhathappened.
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§ Identifywordsinrunningspeech
§ Usearangeofwordsrelatedtoeverydaytopicsandpersonalexperiences
§ Understandandtakepartinashortconversation
§ Listenforthegistorforspecificinformationinafamiliarsituation
§ Askthespeakertorepeat whattheysaidortoslowdown
STEP1“GoodmorningJosie.Howareyoutoday?”“I’mfinethankyouandyou?”
“Fine,thanks.”“Myclienthadanaccident”“Whoistheclient?”“Joan.”“Wheredidithappen?”“Intheshower.”“Whathappened?”“Joanslippedintheshower.”“Anyinjuries?”“Askintearonherleg.”“Whatpartofherleg?”“Urm……?”“Showmeonyourleg?..............Ahhh,herleftshin?”“Yes,yes.”“Whatactiondidyoutake?”“Sorry?”“Whatdidyoudo?”“Pressedbuzzerforambulance.”“ThankyouJosie.”
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Scenarioisfictitiousbutbasedonrealincidentreportform
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STEP2 The Wrong MedicationBACKGROUND
Mr Smith lives on his own and Gemma, his carer calls in on himevery morning and every evening to make sure that he has taken hismedication and helps him to get washed and dressed and makes hisbreakfast/supper.
On the morning of the 4th November, Gemma arrived and Mr Smithwas already up, dressed and was taking his medication. Gemmagreeted Mr Smith and they had a chat whilst Gemma made Mr Smitha cup of tea and some cereal and toast for his breakfast. She madesure Mr Smith was comfortable and left to go to her next client,reassuring Mr Smith that she would be back that evening to get himready for bed and support him to take his medication.
When Gemma arrived that evening, she noticed that Mr Smith hadtaken the wrong medication that morning. Mr Smith was OK butGemma completed an incident form. The incident form was seen byher Supervisor, Gill, who has asked to speak to Gemma about theincident.
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§ Identifywordsinfasterspeech
§ Beawarethatmanywordshavemorethanonemeaning
§ Understandandtakepartinashortconversationthatareabitmorecomplex
§ Listenforthegistorforspecificinformationinafamiliarsituation
§ Knowwhattodowhentheydonotunderstandwhatisbeingsaid
§ Communicatetheirthoughts,feelingsandideas
§ Monitorandchangetheirspeechtosuitthesituationandsothatthediscussioniseffective
STEP2“GoodmorningGemma,howareyou?”“I’mgoodthankyou,howareyou?”
“I’mgoodthanks.Gemma,IseefromanincidentformyoucompletedlastweekthatMr.Smithtookthewrongmedication?”“Sorry?”
“Yourclient,MrSmith,tookthewrongmedicationandyoufilledoutaform.”“Oh,yes,hetookthewrongpillsinthemorning.”
“Ok,butIseehereontheform,thatyoudidn’treporttheincidentuntillaterthatevening,areyouawarethatincidentsneedtobereportedimmediately,aspartofyourhealthandsafetyregulations?AreyouawarethattheprocessandprocedureshereatRosieRetirementrequireyoutodoso?”“Ummm…………………”
“Whydidyounotreporttheincidentstraightaway?”“Ididnotknowhehadtakenthewrongpills………………….ummm,whenIwent
backtohelpMrSmith,thatnight.Icouldseethepillsforthenighthadgone.”“Sohehadtakenhisnighttimepillsthatmorning,bymistake?”“Yes.”
“Ahhh Isee,okthankyouGemma.”“Buthewasok?”
“Yes.”“OK,sohowcanwepreventorstopthisfromhappeningagain?…………“IshouldaskMrSmithnottotakehispillshimself,untilIgetthereandIcheck
thebackofthepacketandgivetohim.”“Thatwouldwork,yes,thankyou.Gemma,Ijustwantedtocheckwhathadhappenedandthatyouwereok.”“ThankyouGill.”
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Scenarioisfictitiousbutbasedonrealincidentreportform
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TheNailClippers
BACKGROUND
MrSinghaskedhissupportworker,Sophie,tocuthisfingernails.Hehadsufferedastrokeearlierthatyearandwashavingtroubledoingithimself.Hehastroublestraighteninghisfingersandtheyarecurledunder.ThismadeitdifficultforSophiaandshewasdevastatedwhenshecaughtMrSingh’sfinger,cuttingtheskin.Shestemmedthebleedingandcoveredthewoundandcompletedanincidentreportformwhenshegotbacktotheoffice.ShesawherSupervisor,thenextday,andwastellingherwhathadhappened.
STEP3/4
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§ Usevocabularythatrelatestoeverydayspeech,lesscommonwords,personalexperiencesandfamiliartopics
§ Understanddiscussionsonlessfamiliartopics
§ Identifyunderlyingmeanings
§ Respondtoandusemoresophisticatedskillsinaconversation
§ Usevoice,toneandstresswhenappropriate
“GoodmorningSophia.Howareyoutoday?”
“Goodmorning.I’mfinebuttherewasanincidentatMr.Singh’s.”
“Ooh,whathappened?”
“Yesterday,2Decemberat1pm.”
“Whatandhowdidithappen.”
“MrSinghaskedmetocuthisleft-handnails;thisisthehandthathasbeenaffectedbythestroke.WhenIclippedhisfirstnail,theclipperscaughttheskincuttingacapillaryanditstartedbleeding.”
“Whatimmediateactionwastaken?”
“Iappliedpressureonthewoundwithahandtowelandthenputacoldcompressonit.Iputabandaidoverthewoundtostemthebleeding.”
“Whowitnessedtheincident?”
“Itwasjustusinthehouse,nootherwitnesses.”
“Whatcausedtheincident,inyouropinion?”
“ItwasdifficulttoseewhatIwasdoingasthefingerswerecurledin.”
“Wasthisincidentreportedatthetime?”
“Yes,itwas.Anincidentformwasfilledimmediatelyaftertheincident.”
“ThankyouSophia.”
“Thankyou.Seeyoutomorrow.”
STEP3/4
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Scenarioisfictitiousbutbasedonrealincidentreportform
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ConcernforClient’sHusband
BACKGROUND
Derekliveswithhiswife,Mayandtheyhaveasupportworker,whocomesdailytocheckifeverythingisok.
Onthemorningofthe17th October,theirSupportWorker,JowashelpingwiththelaundrywhilstDerekwashelpingMayshowerandgetdressed.DerekshoutedforJotocomeandhelpastherehadbeenanaccident.
Joreportedtheaccidentonherwork’sincidentreportform.JocaughtupwithherSupervisor,thenextdayandtheywerechattingaboutwhathadhappened.
STEP5/6
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§ Usevocabularythatisspecialisedandacademic
§ Uselanguagetoachieveapurpose
§ Understandconversationbeyondeverydayandtheirpersonalexperiencesandonunfamiliartopics
§ Analysetheirownandotherpeoplesideas
§ Reflectcritically
§ Respondtoanduseappropriatelanguagetomanageinteractionsinaincreasingrangeofformalandinformalsettings
“HiJo,how’stheweekgoing?”
“Yeah…goodthanksGill.TerriblewhathappenedtopoorMayyesterdaythough.Didyouseethat?”
“OhIdidJo,poorthing.Ireadtheincidentreportfromyesterdayafternoon.I’mthinkingweneedtomakesomerecommendationsaboutgivingDerekabitmoresupport,whatdoyouthink?”
“Yeah,Iagree,it’stoomuchforhimtoshowerherandthosetabletsarewhatarecausinghertofallbackwards.Mightbeworthusaskingforthedoctor’ssupportonthistoo?”
“Doyouthinkthat’swhatcausinghertofall?Yeah,Ithinkbutshemusttakethemforhercondition.It’stoomuchforhimtomanage,physically,especiallyintheshower.Thenextthingwillbehimfallingtoo.”
“Yep.You’reright,thisisthesecondtimeMayhasfallenandhitherhead.LasttimewehadtocallanambulanceandshewasrushedtoA&E,shehadtohaveatetanusandstitchesandtheywereconcernedshehassufferedconcussion.”
“Ok,weneedtoputaplaninplace,thiscan’thappenagain.CanyoucontacttheirdaughterandarrangeforatimewhenwecanmeetwithherandDr. Jay,andlet’sarrangetospeaktoDerekandhiswife,May,alltogetherandputaplaninplace?IfyoucanbringyourcopyofyourcarenotespleaseandIwillbringwhatIneedfrommyend.I’mthinkingsoonerratherthanlater,isthatokwithyou?”
“Yeah,noproblem,I’llgetonthattodayandletyouknow.”
“Thanks,Jo.”
STEP5/6
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Scenarioisfictitiousbutbasedonrealincidentreportform
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TheSkillsHighwayteamandtheIndustryTrainingFederation
gratefullyacknowledgetheworkof
EducationUnlimited
indevelopingthisresource.