B01L620 Communication Skills BT301

Introduction

Communication and Employability Skills for IT
Non-technical skills and attitudes, known as soft skills, and the technical skills and knowledge required for specific jobs in IT are key to employability. Soft skills are those skills relating to an individual’s ability to communicate and work effectively with others, to use appropriate language, be dependable and conscientious, and to generally behave in an acceptable manner in the workplace. Soft skills complement hard skills, which are the knowledge, understanding and technical skills required to do a job. In this unit learners will come to appreciate the soft skills they need to develop to become effective employees. Learners will identify and consider their own soft skills and, through practise, improve these skills.
Communication skills are key to success in any sector but are particularly important in highly technical sectors, such as IT, where the language used can become full of jargon. It is important that learners are able to communicate with non-technical staff and understand when different types and vehicles of communication are appropriate.
IT provides specific software packages and advanced tools that can be used to improve the effectiveness of communications. Through this unit learners will be able to improve their general communication skills and ensure that they understand how to exploit specific application packages and tools. All individuals, whether learners or employees, must accept the need for continual self-development to maintain their effectiveness. For this reason, learning outcome 4 involves the use of personal development plans which can be used to capture and track training needs, and the accumulation of new skills and knowledge.

ASSIGNMENT 3 NOTES

1 Understand the personal attributes valued by employers

• Specific attributes: job-related eg technical knowledge; good working procedures eg health and safety, security; work attitudes
• General attributes: skills eg planning skills, organisational skills, time management, team working, verbal skills, written communication skills, numeracy, creativity
• Attitudes: preferred eg determined, independent, integrity, tolerance, dependable, problem solving, leadership, confidence, self-motivation

2 Understand the principles of effective communication

• Principles: general skills; interpersonal skills; written communication skills
• General communication skills: cultural differences; adapting eg modulating voice, terminology, format; accuracy; engaging audience eg changing intonation, use of technology; question and answer
• Interpersonal skills: methods eg verbal exchanges, signing, lip reading; techniques and cues eg body language, use of intonation; positive language; negative language; active engagement eg nodding, summarising, paraphrasing; barriers eg background noise, distractions, lack of concentration; types of question eg open, closed, probing; speed of response
• Communicate in writing: guidelines; ‘smileys’ or emoticons, key messages eg letter, fax, email; grammar; spelling; structure; identifying relevance; proofreading; alternative viewpoints; note taking; capitalisation; ‘Netiquette’, the need for care when using social media

3 Be able to use IT to communicate effectively

• Communication channels: word-processed documents; presentations; email; web-based eg blogs, vlogs, podcasts, web pages, video conferencing; social media
• Software: word-processing; presentation package; other eg email software, specialist software
• Review documents: proofing eg thesaurus, spell checkers; proofread

4 Be able to address personal development needs

• Identification of need: formal reports eg appraisal meeting notes, customer feedback, performance data; self-assessment (personal development planning)
• Records: target setting; appraisal records
• Addressing needs: methods eg job shadowing, team meetings, attending events, training eg external, internal
• Learning styles: systems eg active or reflective, sensing or intuitive, visual or verbal, sequential or global; identification of preferred style; knowing own; understanding others

P1 explain the personal attributes valued by employers
P2 explain the principles of effective communication
P3 discuss potential barriers to effective communication
P4 demonstrate a range of effective interpersonal skills
P5 use IT to aid communications
P6 communicate technical information to a specified audience
P7 produce a personal development plan
P8 follow a personal development plan.

M1 explain mechanisms that can reduce the impact of communication barriers
M2 review draft documents to produce final versions
M3 explain how an awareness of learning style can aid personal development.

D1 evaluate interpersonal and written communications techniques
D2 review progress on a personal development plan, identifying areas for improvement