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Shell Handbook -Social Skill
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  02.08.30 - 000 1 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 tocommunicate well and to work together. This prevents us making mistakes and contributes to a pleasantworking environment. Situations in which we have to communicate and co-operate with other people areconsultation at work situations. Think for instance of daily work review, work discussion and appraisaland performance discussions. The concepts of communication, co-operation and consultation at work andassociated 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 lessonwhile 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 rightsreserved. 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 2 1Contents of communication, teamworkand work discussion Communication (02.08.30)Lesson 010 Communicating (1)1   Dealing with other people2Causes of behaviour2   Personal factors4Situation related factors5   Interaction between individual and situation6Role-playing behaviour7   Rules, standards and expectations8   Role conflicts9Observing and assessing behaviour10The role of the employee11   Behaviour and human needs12Behaviour, frustration and stressProblems and AssignmentsLesson 020 Communicating (2)1What is communication2Characteristics of communication3Communicative skills4Active listening5Speaking6Summarising7Asking questioning  Social skills / 02.08.30 - 000 3 8Making criticisms9Communicating bad news10Receiving criticismProblems and AssignmentsTeamwork (02.08.31)Lesson 010 Working in groups1What is a group?2Task aspects of a group3Relationships within agroup4Norms and values5Conditions needed for teamwork 6Characteristics of good and bad teamwork 7Behaviour in the group8Group tasks9Manager’s task Problems and AssignmentsWork discussion (02.08.32)Lesson 010 Forms of discussion1Discussion and participation2Forms of discussion3Decision making4Participation5Factors that have an effect on work discussions6   Preparations for work dicussions  Social skills / 02.08.30 - 000 4 7Guidelines for work discussions8Effects of work discussions9Discussion and co-operation10The problem solving discussion11The staff appraisal and performance discussion12Tips for effective discussionsProblems and Assignments
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