THE SCHOOL-TO-WORK SERIES

SIX WAYS TO IMPROVE YOUR NONVERBAL COMMUNICATIONS

Source: Career Solutions Training Group, Aaoli, PA.

The School-to-Work Series is a copyrighted publication and cannot be reproduced here in whole or in part. Below are brief descriptions and content outlines of the ten packages that compose the series. Each package consists of fifteen identical 8-page pamphlets ("In Touch Bulletins").

Package 1, Customer Service

A resource for instructors teaching students about the workplace, workplace attitudes, and dealing with people. Also for the instructor in meeting the needs of students of as "customers."

Contents:: Everyone is a customer; You are a customer, too; What do you know about customer service? (activity); Business or serice I buy from oftem: (activity); Knock-your-socks-off customer service skills; All customers are different; But what if you are the one who is different? (activity); The double bagger theory: going the extra mile ...; Becoming a double bagger (activity); Calming the angry customer; Calming the angry customer's problem (activity); Most people don't listen -- they just wait ... to talk; Close-up: the customer comes first; How good is your service?; Coping with information; Speaking, writing, doing

Package 2, Self-Esteem

Greater self-esteem for greater happiness, productiveness, and success. Learn what it is, how to develop it, and how to use it.

Contents:: Self-esteem is how you feel inside; Understanding self-esteem (activity); How to get and keep high self-esteem; Your recommendations, please (activity); Don't try too hard; What a turn-off (activity); Positive self-talk; Pass it on; Point of view (activity); Self-esteem at work; Close-up: Dominick's dilemma; Coping with information; Speaking, writing, doing

Package 3, Setting Priorities

Working more efficiently, getting more done, and reducing stress by setting priorities. Identifying degrees of urgency, using daily schedules, and more.

Contents:: Putting first things first; How to juggle multiple tasks; Set priorities (activity); Juggling at work: a story on setting priorities; Help! Tell Josh what to do! (activity); Whose priority is this?; Name that priority (activity); Is it urgent or important?; Urgent or important? (activity); How do you know you're on the right track?; Staying on track (activity); Setting personal priorities; Nonessentials; What are your priorities? (activity); My daily schedule (activity); Close-up: long-term goals; Coping with information; Speaking, writing, doing

Package 4, Organize Yourself

Saving time and finding time, reducing procrastination and frustration, accomplishing more, and sleeping better. Good tips for counseling students about study skills, and good ideas for instructors about organization to improve teaching.

Contents:: Getting it together; Control your environment; How organized are you? (activity); A little organization will do it! (activity); Procrastination: are you burning the midnight oil?; A bit of philosophy (activity); Get yourself in gear; Why did I procrastinate? (activity); Are you an early bird or a night owl?; When am I the most productive? (activity); Balancing long- and short-term goals; I'm a goal setter (activity); Solving time management problems; Finding time; Time estimates; How much time? (activity); Time wasters; My time wasters (activity); Close-up: friends tell friends to organize; Organizing is a management function; Coping with information; Speaking, writing, doing

Package 5, Workplace Writing

Writing in some form is a required part of most jobs, and it is becoming more important in the "information age." This package discusses overcoming writing fears, writing for different audiences, elements of good writing, the interconnection of writing and reading, and business letters.

Contents:: What is workplace writing?; How much do you know about writing . . ? (activity); Take charge of your writing improvement; Find out more about your writing (activity); Consider your reader; Main point, where are you? (activity); Plan and write a business letter; Finish this letter, please; Say what you mean; Plain English, please; Close-up: less is more; Words business writers need to know; Coping with information; Speaking, writing, doing

Package 6, Telephone Skills

Tips on using the telephone to make good first impressions, conduct business, and make the most out of calls.

Contents:: Why learn telephone skills?; You can learn good telephone skills; Test your telephone knowledge (activity); You get one chance to make a first impression (activity); Phoning on the job; How do you sound? (activity); Your feeling show; Talk with a smile; Act out your mood (activity); Making the negative positive (activity); Quicksand calls; I wish I hadn't said that (activity); Take a message, please; What you need near the telephone; Close-up: telephone talk; Coping with information; Speaking, writing, doing

Package 7, Learning to Listen

"Most people like to hear themselves talk, but when it comes to listening, they tune out." Learn how to be a better listener to be a more effective teacher, to foster teamwork, to be a better learner, and to engage others. Good listening is a very important indication to students that you care.

Contents:: Listening bring success; How well do you listen? (activity); Keep the speaker talking until you understand; Obtaining feedback (activity); Listen with your eyes; Body language communicates (activity); Be the best listener you can be; The best listeners (activity); Good listeners are good communicators; Rate yourself as a listener (activity); When you talk to yourself, is anybody listening?; Why bother to listen? (activity); Good listening at work -- it works; Listen up! (activity); Close-up: the customer comes first; Coping with information; Name the filters (activity); Speaking, writing, doing

Package 8, Presenting Yourself

Developing speaking skills for effective communication and success on the job. Controlling anxiety, preparing a presentation, adjusting to audiences, using notes, and more.

Contents:: Speak out; Everyday presentations (activity); What, me worry?; What signs of anxiety do you experience . . ? (activity); Subdue your stage fright: meet the fear fighters; Adjust your presentation to the audience; What my audience needs (activity); Change the words to suit your listeners; Choose the words (activity); It's all in the delivery; Check your delivery (activity); Use notes that work; Close-up: who is this person?; Coping with information; Speaking, writing, doing

Package 9, Criticism: Giving and Receiving

Criticism is frequently considered to be destructive and undesirable. But it may be constructive as well. Presented appropriately, it may be an important form of feedback and a very good communication technique. Read this to learn more about how to criticize and receive criticism constructively.

Contents:: Criticism is not a four-letter word; It's a skill; Measure your criticism knowledge (activity); Accepting criticism; Shiva's story is positive; What's your response? (activity); Take it on the chin; How do I handle criticism? (activity); Giving criticism is a talent; Well, excu-u-u-se me! (activity); Close-up: describe her as calm; Coping with information; Speaking, writing, doing

Package 10, Team Work

In working with others on a job, team work is essential. Good team work enables the team to accomplish much more than the members could accomplish with the same amount of effort on their own. In this case, "one plus one equals three." More and more, employers want their people to have team skills, and increasingly they are looking specifically for team skills in their job applicants. As teachers, we need to teach team work, we need to model it for our students, and we need to practice it for the benefit of the college and the community.

Contents:: The spirit of team work; My team quotient (activity); What's so new about team building?; Is it a group or a team?; Is it a team? (activity); Solve a problem, make a decision; What does it mean? (activity); Healthy disagreement, what's that?; We're not disagreeing (activity); No risk taking without trust; Take risk? No way (activity); Close-up: self-directed teams; Coping with information; Speaking, writing, doing