Case Study Lesson Professional Communication At Work

Lesson Content

• Lesson Plan Template:

  CTE Lesson Plan

• CTE Course Info and Benchmark Notes

  
  

  Course Title: Digital Information Technology

  Course Number: 8207310

  Career Cluster: Business Management & Administration

  CIP Number: 0552070110

  Course Type: Secondary – Career Preparatory

  CTE Standard(s) or benchmarks

  • 9.01 Analyze personal skills and aptitudes in comparison with various business-related job and career options. (i.e., hard and soft skills)
  • 10.01 Demonstrate awareness of the following workplace essentials: quality customer service; business ethics; confidentiality of information; copyright violations; accepted workplace rules, regulations, policies, procedures, processes, and workplace safety, and appropriate attire and grooming.
  • 10.03 Apply appropriate strategies to manage and resolve conflicts in work situations.
  • 10.04 Demonstrate personal and interpersonal skills appropriate for the workplace (e.g., responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, and professional dress).

• Unit Outline

  
  

  This lesson is designed to be used with the case study, “Tough Talk at Work.” See CPALMS resource ID# 207926.

• Career Connection

  
  

  In this lesson, students will learn important components of a manager’s job. They’ll analyze a business problem and learn how to have tough talks about performance and expectations. Students will also learn essential soft skills of effective communication.

• Learning Objectives

  
  

  Students will be able to:

  • Apply strategies to strengthen relationships with employees.
  • Identify questions to ask people to build rapport.
  • Demonstrate how to discuss work performance, expectations, and goals with employees.
  • Plan a professional conversation in a workplace setting.
  • Practice having a tough talk in a workplace setting.

• Prior Knowledge

  
  

  Students should be able to:

  • Collaborate with a partner.
  • Role play in front of other students.
  • Analyze tables and pull inferences from the data in tables.

• Guiding Questions

  
  
  • How can managers have productive conversations at work that include giving feedback, setting expectations and goals, and building rapport?
  • How could an employee's behavior affect a retail store's performance?

• Procedure

  
  

  1. To introduce the lesson, pose the following question to students: How can a manager effectively communicate to an employee?

  • Have students brainstorm and share out.
  • On available technology, record student responses to the question (see Teacher Notes).

  2. Set the purpose of the lesson and have students recap the scenario in the case study, Tough Talk at Work, CPALMS Resource ID # 207926.

  • Ask students to think about how Mark can effectively address his concerns with the store’s performance and his observations from his store visit.
  • Ask students to think about how Mark can balance discussing those concerns with Amy while maintaining a strong working relationship with her.
  • Discuss what factors can affect a retail store’s performance. Factors include competition, location, personnel, marketing, merchandising, store management, product assortment, product knowledge, training, demand, price, etc.

  3. Teach students how to build/strengthen rapport with coworkers. This includes showing genuine interest in the other person, making eye contact, asking questions, smiling, using professional and friendly language. This also includes asking FORM questions: questions related to their family (immediate family or close friends), occupation (positive things about work), recreation (what they do for fun outside of work), motivation (what are their reasons for wanting to work).

  4. Place students in groups. Then, give students time to plan out their roleplay as Mark and Amy.

  • Share with students the outcome for the case study, so students can see one possible outcome for the case study scenario.

  5. Ask for student volunteers or assign students to role play as Mark and Amy.

  • They will role play in front of the class how to have a tough talk at work, based on the case study.
  • The role play should start with Mark building rapport with Amy, then asking Amy or giving his observations of the store’s performance and appearance.
  • The conversation should end with a positive outcome, leaving both Mark and Amy feeling good about the interaction.
  • During the role play, all other students should take notes on what is effective and what is ineffective about the role play.

  6. To bring the lesson to a close, ask students to create an exit ticket with 3 things they learned, 2 things they liked, 1 question they still have.

• Teacher Notes

  
  
  • For the opening activity, a white board or chart paper can be used instead of technology.
  • For effective role plays, select students who feel comfortable presenting in front of the class. Remind all students to be respectful, attentive, and professional.

• Optional

  
  

  Formative Assessment Ideas:

  • Have students write a short answer response summarizing how managers can have productive conversations at work that include giving feedback, setting expectations and goals, and building rapport.

  Extension Ideas:

  • Have students create a summary of what factors affect a retail store’s performance. Factors include competition, location, personnel, marketing, merchandising, store management, product assortment, product knowledge, training, demand, price, etc.