"I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant." --Robert McCloskey

Key Lessons

a. Sounding professional is very important to your image and how people connect with you.

b. You are judged by how you speak, and the words you use.

To help you speak more clearly and be heard

• • • slow down - most people need to speak slower

    • articulate – be clear, don’t mumble or beat around the bush

    • avoid using “like”, “um”, “uh”, etc.

    • make eye contact and make sure the person got your message

    • be polite – in all situations even if you are frustrated or in a hurry

    • don’t yell – unless it’s a safety or other very important issue and the person can’t hear you

    • be precise – get to the point quickly and clearly

    • be confident when speaking - even when you don’t feel that way

    • know your facts and be honest - if you don’t know something, say so

Key Lessons

a. Listening is complicated. It involves receiving information and then

• • • understanding it

    • remembering it

    • evaluating it

    • responding to it

b. Being a poor listener can cause mistakes, injuries, and other serious workplace problems.

c. Good listening means that you understand the words and information being spoken.

d. Good listening also means you understand the feelings or opinions behind the message.

e. Strong listening skills are more important today than ever before. People are distracted by

• • • cell phones

    • headphones

    • multi-tasking

How do you know when someone isn’t listening? What are the signs?

Read and review as a group. Identify the top 3 most important tips that you will work on in the future to become a better listener. (10 minutes)

a. Use listening responses. An occasional “oh yeah?” or "I see” shows the speaker that you are

• paying attention – you are still with them

• wanting them to continue

b. Take notes - when it’s important that you remember details or key points.

c. Ask questions. Ask the speaker to repeat themselves if you

• aren’t sure you understood everything

• think you missed an important point

If you don't understand, it may return to embarrass you later.

d. Repeat a key message or give summaries. This shows that you have been listening and tells the speaker that you understand.

e. Limit your own talking. It isn’t possible to talk and listen at the same time.

f. Don't jump to conclusions. Be careful of your biases and judgments that can get in the way of you really hearing someone.

g. Don’t argue mentally. If you are irritated or disagree, just listen! Don't start to plan your argument while they are still speaking - you'll miss something.

h. Concentrate. Focus your attention on listening.

i. Don't interrupt.

Key Lessons

a. Having occasional friendly conversations with coworkers is enjoyable and fine.

b. If you can chat easily with people at your work (including people in more senior or junior positions than you), it shows you are friendly and likeable.

c. Positive conversations build the relationships that improve teamwork and workplace morale.

Know your boundaries – If you chat too much at work it can

• interfere with your work and with the people around you trying to do their work

• be disruptive and may annoy people

• affect your career goals and professional image in a negative way

When you make inappropriate comments, or jokes it

• damages how others see you and can ruin your reputation

• lessens your chance for a raise, promotion or any future advancement

• makes your co-workers feel left out, intimidated, teased, or even bullied - which could result in a harassment claim against you

To help lessen any damage, apologize right away and tell them it won’t happen again.

Anti-Harassment Policies

Many workplaces have a formal policy on workplace harassment, and many offer training. Don’t let others get away with harassing people. Know your rights if you are a victim of harassment.

The Human Rights Code and the Occupational Health and Safety Act require that all employers have a system to deal with workplace harassment. This includes:

a. Procedures for workers to safely report any workplace harassment to their employer or supervisor.

b. How the employer will investigate and deal with incidents and complaints of workplace harassment.

Examples of Subjects You Should Not Talk About at Work

a. Health problems – unless you are very ill and it directly affects your job or co-workers. If you need time off, tell your supervisor about your illness, but keep details to a minimum.

b. Financial troubles.

c. Family/romance/marriage problems.

d. Complaining about other co-workers or supervisors – See the Teamwork section.

e. Bad habits (excessive gaming, drinking, gambling, hangovers, drug use, etc.).

f. Personal appearances, weight problems, and bodily functions.

g. Religious, cultural or political issues.

h. Gossip, rumours, or anything negative about others.

What are examples from the list above where there might be an exception?

Key lesson

In any job, it’s important to get feedback on your strengths and weaknesses. Giving feedback about how you’re progressing in your job is something all good bosses should do. However, some people don’t handle feedback well. They may take feedback personally if there are any negative comments. This can cause stress and conflicts in the workplace.

In most situations, feedback is meant to improve things, and not attack or harm you.

There is a difference between criticism and constructive criticism.

Many times we have to give feedback or constructive criticism to coworkers. Sometimes we are on the other end and have to receive it. It can end up sounding more hurtful than was meant!

Notice the differences between the two statements below.

Statement 1 “Ew! Do something about your overflowing garbage can – you’re disgusting!”

Statement 2 “It’s important to empty your garbage regularly because it can smell bad and attract bugs. Garbage bags are kept in the staff room closet. Thanks for understanding.”

Whether you are the one giving the feedback, or you’re on the receiving end, here are some important tips.

a. Always have self-control and patience when you communicate with coworkers – especially when you are frustrated.

b. Take a few seconds to think before you speak. You can come up with more positive and supportive ways to express your needs.

c. Listen carefully to what is being said, and never lose your cool.

d. Don’t be defensive or try to blame others. It’s ok to say “Yes, I agree. I let my work suffer a bit today and it won’t happen again”

1. Can’t you get it through your thick skull? You can’t just take breaks every time you feel like it!

2. Just shut up for a while! You talk too much. I need to get this done without you bugging me.

3. If you think that junk will pass inspection, you should give your head a shake.

Note: These are actual issues that employers most often have to discipline their staff for doing.

“I am not happy with your…”

a. Lack of safety methods and precautions

b. Extra smoking breaks

c. Personal cell phone use

d. Poor quality of work

e. Arriving late or leaving work early too often

f. Poor sales over the last month

g. Customer service complaints about your attitude

h. Lack of cooperation with coworkers

i. Appearance - i.e. not following dress code or wearing hair nets, etc.

When Mary arrives at work, her supervisor Ellen doesn’t look very happy. Immediately, in a loud voice, she starts to list five things that Mary forgot to do when closing the store the previous night. While Ellen is yelling at Mary about how irresponsible she is, Mary is standing with her arms crossed, thinking about the argument she had with her teenage daughter that morning. She sighs loudly and wonders how Ellen expects her to remember all those steps to closing the store.