02.08.

30 - 000
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Social skills
Communication, teamwork and work discussion
Introductory Lesson
When doing our job we always have to relate to other people. It is very important for people to
communicate well and to work together. This prevents us making mistakes and contributes to a pleasant
working environment. Situations in which we have to communicate and co-operate with other people are
consultation at work situations. Think for instance of daily work review, work discussion and appraisal
and performance discussions. The concepts of communication, co-operation and consultation at work and
associated aspects are dealt with in detail in three subject areas.
This introductory lesson contains a table of contents of the following subjects:
- Communication (02.08.30)
- Teamwork (02..08.31)
- Work discussion (02.08.32)
It is followed by a keyword index that you will find helpful when studying the material.
It is advisable to use this material while studying the lessons.
This introductory lesson may be used during the examination. This means that you can consult this lesson
while answering the exercises.
If you use this lesson during the examination you must not have annotated it or added explanatory text.
The copyright in this material is vested in Shell Global Solutions International B.V., The Hague, The Netherlands and Shell Netherlands Raffinaderij B.V. All rights
reserved. Neither the whole or any part of this document may be reproduced, stored in any retrieval system or transmitted in any form by any means (electronic,
mechanical, reprographic, recording or otherwise) without the prior written consent of the copyright owner.
Social skills / 02.08.30 - 000
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1 Contents of communication, teamwork
and work discussion
Communication (02.08.30)
Lesson 010 Communicating (1)
1 Dealing with other people
2 Causes of behaviour
2 Personal factors
4 Situation related factors
5 Interaction between individual and situation
6 Role-playing behaviour
7 Rules, standards and expectations
8 Role conflicts
9 Observing and assessing behaviour
10 The role of the employee
11 Behaviour and human needs
12 Behaviour, frustration and stress
Problems and Assignments
Lesson 020 Communicating (2)
1 What is communication
2 Characteristics of communication
3 Communicative skills
4 Active listening
5 Speaking
6 Summarising
7 Asking questioning
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8 Making criticisms
9 Communicating bad news
10 Receiving criticism
Problems and Assignments
Teamwork (02.08.31)
Lesson 010 Working in groups
1 What is a group?
2 Task aspects of a group
3 Relationships within agroup
4 Norms and values
5 Conditions needed for teamwork
6 Characteristics of good and bad teamwork
7 Behaviour in the group
8 Group tasks
9 Managers task
Problems and Assignments
Work discussion (02.08.32)
Lesson 010 Forms of discussion
1 Discussion and participation
2 Forms of discussion
3 Decision making
4 Participation
5 Factors that have an effect on work discussions
6 Preparations for work dicussions
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7 Guidelines for work discussions
8 Effects of work discussions
9 Discussion and co-operation
10 The problem solving discussion
11 The staff appraisal and performance discussion
12 Tips for effective discussions
Problems and Assignments
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2 Keywords
Work discussion The development of common vision and objectives encompassing the
total approach of the group or department
Communication The exchanging of information in which a sender transmits a message
to a receiver.
Communication structure A network of lines along which communications travel.
Participation Making decisions or adopting resolutions in close consultation about
activities and changes in those activities.
Participation levels Levels of participation.
Paraphrase Write a precise summary of information in your own words.
Co-operation A co-ordinated way of operating that enables the people concerned to
make use of each others skills to fulfil their tasks and achieve
specific objectives.