Teaching speaking and listening a toolkit for practitioners

Teaching speaking and listening a toolkit for practitioners About the Key Skills Support Programme These materials have been produced as part of the Key Skills Support Programme (KSSP). The Key Skills Support Programme is funded by the Department for Education and Skills. Its main purpose is to help practitioners in training providers, schools and colleges to improve the quality of key skills and Skills for Life provision and to support the preparation of young people for the key skills qualifications. DfES has appointed Learning for Work to manage the programme for the work-based route, and to work with those actively involved in the field to: • improve the confidence and competence of teachers and trainers to deliver key skills and Skills for Life • help a wide range of key skills and Skills for Life practitioners through a programme of events and training courses • provide best practice materials for practitioners, employers and managers • support practitioners as they foster progression from Skills for Life to key skills and other forms of learning. Acknowledgements The Key Skills Support Programme would like to thank the following people and organisations for their help: Writing team Debbie Cole, Christine Ellis, Barbara Mason, John Meed, Deborah Record, Anna Rossetti, Graham Willcocks Critical review and additional material Vicky English, Metis Training; Claire Hobson, Kingston Maurwood College; Tony Holloway, Gordon Franks Training; Caroline Hudson, Real Education Research; Sandra Kay, North Lancs Training Group; Lorraine Price, Metis Training Thanks are also due to Professor Ron Carter, University of Nottingham © Crown copyright 2007 Design by Eatcake Design Photographs by James Barke Printed in England by Portishead Press, Bristol Contents Activity Activity Guidance Activity Activity Activity Activity Activity Activity Activity Guidance Activity Activity Guidance Activity Activity Activity Guidance Activity Activity Welcome to the speaking and listening toolkit 1 Setting the scene 5 Introduction 5 The challenge of teaching speaking and listening 7 How this toolkit can help 8 Speaking and listening skills 10 Characteristics of spoken language 12 Speaking and listening in national standards 14 From standards to teaching 16 Identifying learners’ skills 19 Introduction 19 Self-assessment card sort 21 The speaking and listening circle 27 Sensitivity to others 31 Introduction 31 The role of empathy and respect 33 Consequences 37 Respect? 39 What’s my response? 43 Empathy, sympathy or apathy? 49 Speaking with individuals 53 Introduction 53 Telephone conversations 57 Who do you talk to at work? 59 Giving information 63 Language style 65 Adapting your style to give information 67 Receiving visitors 69 Representing the organisation 71 Dealing with customers 73 Responding to customer enquiries 75 Preparing to talk with your manager 79 Non-verbal communication 81 Meanings of non-verbal communication 85 What am I really saying? 87 Activity Guidance Activity Guidance Activity Guidance Activity Activity Guidance Activity Activity Research Activity Activity Activity Activity Guidance Activity Activity Activity Activity Activity Guidance Activity Activity Activity Activity Activity Activity Guidance Activity Activity Activity Guidance Activity Guidance Activity Soap opera 91 Assertiveness 95 How assertive are you? 99 Dealing with conflict 103 Dealing with a customer complaint 105 Asking questions 107 An open and shut case 111 Pairs interviews 113 Job interviews 115 Mock interview 117 How Socrates did it 121 Speaking ‘sloppily’ is essential to good communication 123 Using ‘markers’ in speech 127 Using transcripts 129 Listening 131 Introduction 131 Object exchange 133 Listen and learn 135 Active listening 139 Effective listening at work 141 Listening trios 143 Listening questions 145 Listen to the radio 147 Taking instructions 151 Taking messages 155 Take a message 159 Observing a team briefing 163 Refl ective listening 169 Speaking in a group 171 Introduction 171 Human bingo 175 One piece at a time 177 Adapting style to audience 179 Planning contributions to meetings 183 Preparing to take part in a meeting at work 185 Jargon busters 189 A house built from jargon 193 Different approaches to discussion 195 Starting a discussion 197 Agreeing ground rules 199 Setting the ground rules for discussion 201 Guidance Activity Activity Guidance Activity Activity Guidance Activity Guidance Activity Guidance Guidance Activity Activity Helping learners to be effective in discussion 203 Using a talk map 209 ‘Let me begin by saying…and that concludes’ 211 Moving a discussion forward 213 Move it on! 215 Talking to a group 219 Introduction 219 Just a minute 223 Mind maps and cue cards 225 It’s so easy! 229 Planning a talk or presentation 231 Planning the talk or presentation 233 Using visual aids 239 Practising the talk or presentation 241 Rehearsing the talk or presentation 243 Giving the talk or presentation 247 Getting more from the toolkit 251 Introduction 251 Giving feedback 252 More than words 253 Individual learner needs 254 Keying practitioners into speaking and listening 255 Continuing professional development 260 Toolkit resources 261 Other useful resources 265 ... - tailieumienphi.vn