EMPLOYABILITY SKILLS!

Welcome to becoming a more employable YOU!

Developed By: Shackeria Johnson-Lewis

@ May (2019)
 About this courseware
Welcome onboard! You are now one step closer to becoming more employable!
This Employability Skills Interactive Compact Disc (CD) was developed to prepare
and enlighten High School Leavers with Employability Skills to prepare them for the
work place. Students who are not successful in matriculating to college or university and
are desirous of developing the knowledge, skills and attitudes necessary to work in a
customer centric environment through this courseware will acquire the skills to make
them employable or enhance their employability skills. This CD will also encourage the
use of technology and will be an excellent tool in assessing students on this topic.
 About this courseware cont’d

A Survey conducted in April and May 2006 by The Conference Board, Corporate
Voices for Working Families, the Partnership for 21st Century Skills, and the
Society for Human Resource Management noted that Most Young People
Entering the Workforce Lack the Critical Skills Essential for Success. The survey
further cited, that (70 percent) of incoming high school graduates are deficient in
“applied” skills, such as professionalism and work ethic, defined as
“demonstrating personal accountability, effective work habits, e.g. punctuality,
working productively with others, time and workload management.”
 About this courseware cont’d

This Employability Skills Interactive Compact Disc (CD) was designed for
students who are highly motivated to work in a customer centric environment
and possess a good command of the English Language.
Thus the target group for this interactive tool is between the ages of
17 and 23. This can also be an instructional tool for teachers who are preparing
5th form students to be more functional In the work environment. Additionally, to
use this courseware you will need to sign up for a Facebook and Twitter account in
order to complete the brain storming activities and quick questions. Internet access
will also be required to fully utilize this courseware.
 About this courseware cont’d

Lets define Employability skills!. They are those basic skills necessary for
getting, keeping, and doing well on a job. These are the skills, attitudes and
actions that enable workers to get along with their fellow workers and
supervisors and to make sound, critical decisions. In the field of career advising,
soft skills or people or interpersonal skills are seen as a critical factors of
employability in today’s workplace.
Robinson (2000)
 About this courseware cont’d

General Objectives:
After successful completion of this courseware,
participants will be able to:
 Communicate with customers and others using effective communication skills and emotional
intelligence orally and in writing with 100% accuracy.
 Follow steps in answering the telephone while inputting customer information with 100% accuracy.
 Appreciate the importance of being responsive when receiving and acting on feedback displaying
100% quality.
 - You can go to any of these topics
How to use this courseware by clicking on the buttons on the
side.
- After the topic, there is a Quiz
which if successful, will allow the
Topics To Be Covered In user to move on to the next section.
-There are videos, within each
This Courseware are:
subtopic. The learner will be able to
1. Effective pause, rewind and fast forward the
Communication videos as desired to ensure that the
Skills content is covered.
2. Keyboarding - Most slides have audio and visual
Techniques information to ensure it appeals to both
visual and auditory learners.
How to use this courseware
cont’d
The topics for this courseware are located on the Navigation Slide.
To start the first lesson, please select the “Effective
Communications Skills” button.

HOME
NEXT
These buttons will
be your guide
throughout the
courseware BACK QUIT
Navigation Slide
Click a topic to
begin reviewing
the relative
content
Effective Communication Skills
By the end of this lesson on Effective Communication Skills, Keyboarding
Techniques

you will be able to:

Extra Resources

Adapt strategies to communicate with

different types of customers and as a
team to complete projects.
 Effective Communication Skills
What is Effective Communication? Keyboarding
Techniques
Effective Communication is about more than just exchanging
information. It’s about understanding the emotion and Extra Resources

intentions behind the information. As well as being able to

clearly convey a message, you need to also listen in a way
that gains the full meaning of what’s being said and makes
the other person feel heard and understood.
 Effective Communication Skills
Communicating
. effectively over the telephone involves: Keyboarding
Techniques
Answering the telephone by the 3rd ring. Being warm, enthusiastic,
and professional. Your voice on the phone is sometimes the only Extra Resources
impression of your company a caller will get. Welcome callers
courteously and identify yourself and your organization immediately.
Say, for instance, "Good morning. Cypress Technologies. Susan
speaking. How may I help you?" Don't just say "Hello". No one
should ever have to ask if they've reached such and such a
business. Enunciate clearly, keep your voice volume moderate, and
speak slowly and clearly when answering the phone so your caller
can understand you easily.
 Effective Communication Skills
. Standard practices for placing calls on hold and transferring calls Keyboarding
Techniques

Placing call on hold may involve: Transferring call may involve:

Extra Resources
asking caller to hold and waiting for asking caller to hold for transfer and
response waiting for response
stating reason for placing caller on stating reason for transfer
hold provide name of person/area to which
thanking caller for holding caller is being transferred
introducing call to recipient of transferred
call.
Effective Communication Skills
What are
Keyboarding
your Techniques
thoughts?
Extra Resources
Watch the video on
Customer Service Skills
being demonstrated
over the phone
Effective Communication Skills

Keyboarding
Techniques
Communication is the process of
conveying information between Extra Resources

two or more people:

• sender (encoder)
• message (medium)
• receiver (decoder)
• feedback
 Effective Communication Skills
THE COMMUNICATION PROCESS EXPLAINED:
Keyboarding
A SENDER is the party that sends a message. Techniques

ENCODE is to transform thoughts of the information to be conveyed into a form that

Extra Resources
can be sent, such as words.
The target of her communication is called the RECEIVER.
To DECODE the message means mentally processing the message into understanding.
If you can't decode, the message fails. For example, sending a message in a foreign
language that is not understood by the receiver probably will result in decoding failure.
Sometimes, a receiver will give the sender FEEDBACK , which is a message sent by the
receiver back to the sender.
 Effective Communication Skills

Forms of communication: Keyboarding

Techniques

• verbal or oral (including speeches) Extra Resources

• written (including letters and posters)

• non-verbal communication
 Effective Communication Skills

Barriers to communication: Keyboarding

Techniques

Below are some barriers that affect your communication Extra Resources

Not asking questions/seek clarification

Using jargon and technical terms
Inappropriate volume, enunciation, choice of words
Not being familiar with and open to different languages and cultures
 Effective Communication Skills
POP QUIZ!!!
Now that you have reviewed the
content on Effective Keyboarding
communication and watched the Sorry you are INCORRECT if Techniques

video answer this quick question. you do not listen and process
your thoughts before Extra Resources
speaking, your message may
not be properly
To be mindful of communication communicated/received.
essentially means to listen and
think before speaking? You are CORRECT to
communicate effectively you
must listen effectively and
process your thoughts so as
to provide the RIGHT
YES NO response
Effective Communication Skills
Your must
Keyboarding
CREATE a Techniques
Facebook Click on the Icon and
account go to the Facebook Extra Resources

first Page and join the

discussion on verbal
and non verbal
communication.
Effective Communication Skills
Keyboarding
Techniques
Conflict Resolution Skills Improved Emotional Intelligence
Extra Resources

Non verbal communication

Managing Conflict with Humor

 Effective Communication Skills
Keyboarding
Techniques
WHAT IS EMOTIONAL INTELLIGIENCE?
Being employable requires us to develop emotional intelligence which allows Extra Resources

us to be able to identify the impact of personal emotions on others in the

workplace, recognizing the emotional strengths and weaknesses of others,
promoting the development of emotional intelligence in others and utilizing
emotional intelligence to maximize team outcomes.
 Effective Communication Skills
Emotional intelligence (EI)
Keyboarding
Techniques

Emotional intelligence (EI) is the ability to recognize and control your own
Extra Resources
emotions, and understand what those emotions are telling you. EI also
means that you can recognize the emotional wants and needs of others and
respond appropriately.
 Effective Communication Skills
Four attributes of emotional intelligence:
Keyboarding
self-awareness – you recognize your own emotions and how they affect your thoughts Techniques

and behavior, know your strengths and weaknesses

Extra Resources
self-management – you are able to control impulsive feelings and behaviours and
manage your emotions in healthy ways
social awareness – you understand the emotions, needs and concerns of other people,
pick up on emotional cues and recognize the power dynamics in a group or organization
relationship management – you know how to develop and maintain good relationships,
communicate clearly, inspire and influence others, work well in a team and manage
conflict.
Effective Communication Skills
Your must
Keyboarding
CREATE a Techniques
SOCRATIVE
account Extra Resources

first
Effective Communication Skills
CLICK ON Keyboarding
Techniques
THE
SMILEY Extra Resources
FACE 

Continue to READ more on emotional

intelligence by clicking the Icon
Effective Communication Skills

We are now at the end of the subtopic on Effective Keyboarding

Techniques

Communication Skills. Please complete the quiz Extra Resources

below. Then, click on the icon on the right to move

to Extra Resources.
Subtopic 2- Keyboarding
Techniques
By the end of this lesson on Keyboarding Techniques, you Keyboarding
Techniques

will be able to:

Extra Resources

Apply Knowledge of effective

Keyboarding skills practices to enter
and produce customer information
Subtopic 2- Keyboarding
Techniques
“Keyboarding is now one of the fundamental Keyboarding
Techniques

life skills for today’s technological age; thus, it Extra Resources

is important for all students.

Keyboarding can best be described as (1)a
computer literacy tool, (2)a communication
tool, and (3)a productivity tool.”
 Subtopic 2- Keyboarding
Techniques cont’d
Why are Keyboarding Skills Important?
Keyboarding
Techniques

Increase Keyboarding Speed & Accuracy Extra Resources

Increase Productivity & Efficiency

Prevent Repetitive Stress Injuries & Fatigue

Subtopic 2- Keyboarding
Techniques cont’d
Keyboarding Posture and Technique
Posture –the way a typist sits while at the computer, Keyboarding
Techniques

the way the typist’s arms, wrists, fingers, legs, and feet Extra Resources

are placed.
Technique –the form and keying style that a typist uses
when operating the keyboard, where the typist
positions his/her fingers on the keyboard, the way the
workstation is arranged.
Subtopic 2- Keyboarding
Techniques cont’d
Ways to maintain Proper Posture and Technique Keyboarding
Techniques
Sit up straight
Extra Resources
Feet flat on the floor
Body centered in front of the computer
Elbows naturally by your side
Fingers curved & upright
Wrists low, but not touching the keyboard
 Subtopic 2- Keyboarding
Techniques cont’d
How to have Proper Posture and Technique
Make quick, snappy strokes on the keys Keyboarding
Techniques

Keep your fingers on the “Anchor” keys (F and J) Extra Resources

Right pinky used for the Enter key; other fingers remain on the
home row keys
Use the appropriate pinky for each Shift key
Keep your eyes on the copy (what you are typing from), not the
keyboard or your fingers
Subtopic 2- Keyboarding
Techniques cont’d
Effects of Poor Typing Technique Keyboarding

 Fatigue Techniques

 Stiff or aching shoulders, back, or neck Extra Resources

 Numbness or pain in wrists, elbows, or fingers,

which can lead to injuries (Repetitive Stress Injuries)
 Carpal Tunnel Syndrome
 Trigger Finger
Subtopic 2- Keyboarding
Techniques cont’d
Your Workstation Should be Keyboarding
Techniques

properly arranged: Extra Resources

The arrangement of the

monitor, keyboard, mouse,
copy, and other materials on
the desk.
Subtopic 2- Keyboarding
Techniques cont’d
Tips for Workstation Arrangement… Keyboarding

Keyboard directly in front of your chair Techniques

Extra Resources

Keyboard even with the edge of the table/desk

Place the copy to the right of the keyboard

Elevate your feet if they do not touch the floor

 Keyboarding Techniques
POP QUIZ!!!
Now that you have reviewed the
content on Keyboarding Keyboarding
Technique and watched the videos Techniques

answer this quick question. Sorry, you are incorrect.

Extra Resources
Please review the subtopic
and try again.

Are Fatigue and Trigger Finger

effects of poor posture?
You are correct, fatigue and
Trigger Finger are effects of
poor posture, so too is
Corpal tunnel syndrome
YES NO
Module 2- Keyboarding
Techniques cont’d
Keyboarding
Techniques

 Take frequent breaks Extra Resources

 Rest your eyes Remember To...
 Shake out your hands
 Stand and stretch
 Use keyboard shortcuts whenever possible to avoid constant use of
the mouse Ctrl+N= New document Ctrl+S= Save
 Have a Good Attitude & Patience
PRACTICE, PRACTICE, PRACTICE!!!
Subtopic 2- Keyboarding
Techniques cont’d
Keyboarding
Techniques

Extra Resources
Subtopic 2- Keyboarding
Techniques cont’d
Your must
Keyboarding
CREATE a Techniques
TWITTER
account Extra Resources

first!
Subtopic 2- Keyboarding
Techniques cont’d
Keyboarding
Techniques

You can do it!!!

Extra Resources
Watch the video on
Keyboarding Techniques
then click on the activity Activity Button
button to do a quick quiz
Subtopic 1-Last slide
We have come to the end of the employability skills courseware!!! Keyboarding
Techniques

Extra Resources
Never before has the responsibility of retaining and developing your own employability
as part of your own personal development been so firmly placed on your shoulders.
The challenge you face is to continuously equip yourself with new and broader range of
skills. This will place new demands upon you as an individual employee as well as the
organization you will work for. To stay in the labour market you will constantly have to
maintain the currency of your skills. At the same time, employers must actively
encourage the development of your skills in order to maintain their own flexibility,
creativity and innovation.
 Extra Resources

https://wps.prenhall.com/chet_dubrin_humanrelationscps_7/24/6218/1591829.cw/cont
ent/index.html
https://wps.prenhall.com/chet_dubrin_humanrelationscps_7/24/6218/1591829.cw/content/index.html
https://www.techrepublic.com/article/10-ergonomic-tips-to-immediately-improve-your-workspace/

https://www.thebalancesmb.com/how-to-answer-the-phone-properly-2947153

https://www.typingtest.com/
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