Trades Access Common Core Competency B-3: Use Interpersonal Communication Skills - 2nd Edition

Important

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Poisonous

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R

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Flammable

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Checkmark

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Explosive

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Safety gear

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Bolt

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Aspects of communication

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Content Face, Cautious Face, Trusting Face, Startled Face, Thrilled Face, and Pleased Face

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Learning Task 1: Describe the Principles of Communication

kqzheng — Mon, 26 Jul 2021 23:32:24 +0000

Communication is the act of transferring information from one person or place to another. It can be verbal, written, non-verbal or visual (e.g., photographs, diagrams, symbols). The purpose of communication is to understand and to be understood, and it involves expressing thoughts, ideas, and feelings. Interpersonal communication is a process by which we exchange information, feelings, and meaning with others through verbal and non-verbal messages. It is face-to-face communication. It is impossible for humans not to communicate. Even when we are not speaking, we are still communicating through our body language. We spend about 75% of our days communicating in some way: about 9% is spent writing, 16% reading, 30% talking, and 45% listening. Effective communication is one of the most important skills that people need in their personal lives and in their work lives. [caption id="attachment_30" align="aligncenter" width="299"] Figure 1.1 All aspects of communication are integral to building good working relationships.[/caption]

Verbal Communication

Verbal communication is how we express ourselves in words, both spoken and written. Spoken language includes enunciation, pauses, stutters, emphasis, and word choice. Spoken language can occur in face-to-face encounters, by telephone, by voice mail, on television, by Web conferencing, or on radio. Verbal communication is an essential skill for a tradesperson to master, whether it is used to ask questions while an apprentice or explain something as a journeyperson, using verbal communication effectively improves productivity and ability to work well with others among other things. Verbal communication includes an understanding of the use of gender-neutral language and terms, use of respectful language when communicating with someone, and respecting and identifying the differences in communication styles of people.

Gender neutral

Gender-neutral language use is important in a diverse workplace, assumptions should never be made as to what a person’s preferred pronouns or name are. The simplest way to avoid making a mistake when referring to someone else is to use the name they have introduced themselves to you with to refer to them. This avoids the use of pronouns that they do not identify with. Some examples of gender-neutral pronouns that you can use when referring to others are, they, them, and their. These pronouns do not make assumptions about the gender that a person may identify as. Another way that gender neutral language can be incorporated into our day-to-day communication is by reframing terms that were previously gendered, such as foreman or journeyman. By using the neutral terms foreperson or journeyperson we do not exclude anyone from these titles.

Respectful

Respectful communication is communication that focuses on topics that are appropriate for your audiences, using manners, allowing others the space to speak, and avoiding topics that are inflammatory, insulting or prejudicial. As individuals, we each have our own unique sets of beliefs, opinions and values, however it is not our place to bestow those upon others without their consent, nor to judge others for theirs. When engaging in respectful verbal communication, particularly with those you do not know well, focus on the subject at hand, common interests, and neutral topics. Use manners, say please and thank you when appropriate, be genuine and apologize for miscommunications. Allow the person you are communicating with space to speak, do not interrupt or take over the conversation, wait your turn.

Microagressions

When engaging in verbal communication you should also be aware of microaggressions, their impact and what can be done to avoid conflict that stems from them. Microaggressions are subtle slights, remarks and actions that occur both consciously and unconsciously and are often linked to our unconscious bias and stereotypes. These remarks are often made based on assumptions and can perpetuate stereotypes of people of other cultures, races, gender identities and sexualities. Sometimes these comments are made in such a way that the person who has made them does not realize they have insulted the other person. These small and seemingly harmless comments and actions are psychologically harmful and have an impact on the overall ability of a work environment to feel inclusive and respectful. It is important to acknowledge our own personal biases and to not allow them to guide our communication with others based on assumptions. Expanding your circles to include a diverse make up of people with whom you interact, being an ally against discrimination and carefully considering your actions and words when interacting with others are keys to avoiding the harm that is created by microaggressions. If you do unknowingly use microaggressions and this is pointed out to you, take the time to listen and acknowledge why this may have been harmful to the other person, do not get defensive about it, and apologize for the comment.

Written Communication

Written communication is another form of verbal communication as it is about language. Written communication can be in the form of letters, handwritten notes, emails, text or instant messages, faxes, books, newspapers, magazines, and signs. Increasingly, daily written communication takes the form of emails and text messages. While these messages may be brief, the potential for miscommunication is significant. In general, people are better at communicating and interpreting tone in vocal messages than in text-based messages. In emails and text messages, where there is a tendency to reduce the number of words in a message and use abbreviations or slang, the recipient may miss the full meaning or tone intended. To reduce miscommunication:

Determine how the information should best be communicated.
If the subject of your communication is sensitive, consider talking by phone or meeting in person to convey your message rather than sending an email or text message.
Take your time to compose your message.
Think about the words you’re writing from the recipient’s perspective.
Use the KISS principle and “keep it super simple.” The more simply something is stated, the less opportunity there is for confusion or misunderstanding. In the absence of body language and voice tone, the receiver can only rely on the written word.
Never use email or social networking tools when you are angry or upset. Always wait until you are calm and composed before addressing an issue.

It is also important to mention the appropriate use of pronouns in written communication. Again, here it is best practice not to make assumptions about others, use the pronouns that a person has identified for themselves. If you don’t know, use gender neutral pronouns when referring a person or just refer to them by name. To help others navigate your preferred pronouns you can sign your written communication with pronouns after your name in parenthesis like this: (she/her) (he/him) (they/them), this will help people to communicate with you in the way you wish to be addressed.

Non-Verbal Communication

In 1967, a University of California, Los Angeles (UCLA) study found that more than 90% of face-to-face communication between people is non-verbal (Mehrabian and Ferris, 1967). Non-verbal communication is communication without words. That’s why it’s often referred to as “body language.” It includes facial expressions, gestures, body movements, posture, and eye contact. Often a person’s body language reveals their thoughts and feelings more directly than spoken words. Generally, when people are feeling confident, their stance is strong, and they easily make contact with others. When people are flirting, they can be seen playing with their hair, arching their bodies, and standing close to another person. How you use body language can attract or detract from the message that you want to communicate. Some elements of body language are discussed below.

Facial expressions

The most obvious indicator of emotions is facial expressions. By observing a smile, laughter, tears, a frown, or even the level of eye contact, you can tell much about how a person is feeling. It is important to not jump to conclusions based on appearance alone, although facial expression can guide you as to how to approach an interaction with someone it should not be the only source you rely upon to assess the state of another individual. Resist asking others to change their facial expression to make you feel more comfortable in your interaction, statements like “if you smiled more, you’d look prettier” or “you should be laughing that was funny” are inappropriate. Statements like this are only meeting your own needs, not the needs of the person you are trying to communicate with and harm your ability to engage in meaningful communication with them. [caption id="attachment_31" align="aligncenter" width="936"] Figure 1.2 Your facial expressions can often convey more than your words.[/caption]

Appearance

Your personal appearance also communicates an impression. The clothes and accessories you wear, the colours and styles you choose, as well as the piercings and/or tattoos you have can communicate a message about who you are and what you value. When communicating with others we need to be cautious about making judgements about their character based on their appearance. This preconceived notion of what the values or motivations of someone else are based on their appearance is strongly tied to our own unconscious bias.

Personal space

The distance you maintain between yourself and others can vary with the nature of the activity and the emotion involved. For example, people tend to communicate in close proximity if they are affectionate or angry, but at a distance if they are afraid or have a dislike. When communicating with others it is important to respect their personal space when engaging with them. We cannot make assumptions about a person’s level of comfort with someone else in their personal space and invading their space can impact the outcome of our communication with them. Culture also plays a role in determining personal space. In North America, people tend to keep each other at arm’s length. In some other cultures, individuals stand very close to one another; in others they put significantly more distance between them. Respecting and understanding the diversity of other cultures methods of communication is important to successful communication.

Misinterpreting body language

Body language, like verbal communication, can be misinterpreted. You might someone stomping their foot and think they must be angry. But maybe they’re just trying to get mud off their shoe! Or perhaps you think a co-worker you are talking to is upset with you because their arms are crossed, but maybe they’re just cold. You shouldn’t focus on just one non-verbal signal and think you’re interpreting effectively. You need to look at the whole package of both verbal and non-verbal cues to better understand what’s being communicated.

Cultural differences

Body language also varies from culture to culture and even from region to region in some countries. The smile may be the one and only gesture that can be understood worldwide. On large job sites or in other countries, you may be working with individuals from several different cultures, and body language displayed by your supervisors and co-workers may differ from your own. As already noted, North Americans usually converse about an arm’s length apart, but people from other cultures may keep more or less space between them. As well, while maintaining direct eye contact is considered positive for most North Americans, people from other cultures may view it as being confrontational or a sign of disrespect, and therefore they avoid eye contact, particularly with persons of authority. An understanding of body language is something you will need to acquire when working with others. If your work or travels take you to other countries, understanding the differences between cultures can greatly improve your working relationships and reduce conflict on the job site.

Effective Listening

To ensure that you are an effective listener, make sure you provide signals that indicate you’re engaged. Make eye contact and use verbal cues or nodding to show that you’re following the conversation. To indicate that you understand what’s been communicated, ask questions or paraphrase what you’ve heard. Sometimes effective listening is indicated to others by the listener validating a piece of information or specific emotion that was shared with them, statements like “It makes sense that you feel…” or “How can I help?” are simple ways to reflect that you understand the information that they conveyed and are willing to engage with it further. Validation let’s others know that you are listening and that you care about what they have to say and helps to create more meaningful relationships with others. Try to use “open” body language; that is, don’t cross your arms or slouch. Good posture is a way of conveying alertness, and it indicates that you’re paying attention.

Working in Groups

Working in the trades usually includes working with others. Whether you are communicating with only one other person or you are in a group setting, effective communication skills are equally important.

Effective and ineffective communication in groups

As you have learned, effective communication spans a variety of different forms, including spoken, written, and non-verbal communication. When working in groups, respecting the principles of effective communication is especially important, as the possibility of interrupting, misinterpreting, or being interrupted or misinterpreted is even greater when more people are involved. Effective communication is the cornerstone of strong relationships and is one of the factors that helps people work well in groups, whether at home, in school, or in the workplace. Figure 3 lists some of the factors that constitute both effective and ineffective communication when working with others.

Figure 1.3 Examples of effective and ineffective communication
Effective Communication	Ineffective Communication
providing unconditional acceptance	criticizing
treating all persons with respect	using words such as “always”, “never”, or “should”
validating each person’s feelings and experiences using “I” statements	blaming, dismissing, threatening, or exaggerating
being an active listener	being silent as a form of punishment
having reasonable expectations of people according to age and abilities	not validating another person’s feelings or experiences
encouraging	not apologizing
empathizing	entering into power struggles
using open-ended questions	name-calling
not entering into power struggles	having unreasonable expectations
apologizing	trying to change another person
thinking before responding to an emotional situation	conditional acceptance
accepting that each person in a group or workplace environment is different and allowing each person to be who they are	using “you” statements

At times we all communicate effectively, and at other times we fall short of perfection. As with any skill, some people are innately better at communicating than others. As you learn to develop or hone your communication skills, think about those people who have the strongest impact on your ability to express your thoughts, feelings, and attitudes. These people are generally parents, siblings, teachers, coaches, team members, co-workers, and other role models in your life.

Formal and informal communication in groups

When working in groups it is also important to use formal or information communication appropriately, depending on the individuals involved. Formal communication has conventions that govern spoken and written words and body language. Informal communication is much more relaxed, with fewer rules and conventions. Figure 4 illustrates some of the differences between formal and informal communication.

Figure 1.4 Informal and formal communication
Informal Communication	Formal Communication
usually used with friends and family	used in a work or possibly a school setting or a social situation with people you don’t know
contains shortened words, expressions, or phrases rather than sentences	proper way of speaking and writing (full words and sentences)
may have more relaxed manners	good manners (“please”, “thank you”, “excuse me”)
contains slang words	no slang
few or no restrictions on tone or volume of speech	more formal tone and moderate volume of speech
informal appearance	uniforms or rules about clothing and jewellery at work or school can be used to communicate standards related to physical appearance
relaxed body language	more formal body language (posture, proximity, gestures)

You may use more than one type of communication with the same individual. For example, you may use formal communication with a family member or friend in a working context when you are both part of a team. Informal communication may be limited to when you are alone with the individual or strictly outside of the office or work site.

Gender-neutral terms for groups

When working in groups of diverse makeups, remember to employ the use of gender inclusive terms when referring to the group. Referring to a diverse or blended group as “guys” is exclusionary and does not take all members of the group into account. Consider using terms like “everyone,” “folks” or “team” to address the group and include all members. When all members of a group feel included, they are more likely to participate and be productive. Misunderstandings can have a negative impact on the work environment if they are not corrected quickly and constructively. A negative group environment can affect individuals’ motivation, which in turn can affect productivity. When people are not feeling good about what they’re doing, their ability to remain on task and do good work is often compromised.

Additional Tips

Having discussions in a quiet setting without distractions can go a long way toward communicating effectively. While word choice determines factual information, voice quality or tone of voice expresses how a person truly feels. Just by listening to the way words are spoken, you can distinguish between boredom, sarcasm, annoyance, humour, fear, and excitement. Voice quality includes the rate of speech (how quickly or slowly you speak), pitch (how high or low your voice sounds), and volume (how loud you speak). When you are listening to someone speak, make sure you are paying careful attention to what is being said. Hearing is just as important as being heard! Here are some basic guidelines that may prove useful to you when working in groups:

Avoid interrupting while someone else is talking.
Before either accepting or rejecting the ideas of others, take some time to reflect on them. Always try to put yourself into others’ shoes and understand their point of view.
If you must disagree with the ideas of others, do so without being condescending or rude.
When working in a group setting, try to withhold your personal values, opinions, or prejudices if they are not relevant to your work.
Be aware of your unconscious bias and how it may affect your ability to see other’s points of view or consider their ideas.
Try to build on the ideas of others during meetings. This creates a constructive, collaborative atmosphere. Staying positive is also an important feature of effective communication. Complaining and talking behind people’s backs at work (or even when you’re not at work) is disrespectful and can lead to a negative working atmosphere.

Now complete the Learning Task Self-Test.

Self-Test

Self-Test 1

Communication is the act of transferring information from one person to another.
1. True
2. False
Which of the following are forms of communication?
1. Visual and written
2. Verbal and non-verbal
3. All of the above
4. None of the above
Interpersonal communication is the exchange of information, feelings, and meanings through verbal and non-verbal messages.
1. True
2. False
If you are a good talker, you are a good communicator.
1. True
2. False
Approximately what percentage of our day is spent communicating?
1. 25%
2. 50%
3. 75%
4. 90%
What is the most widely used form of communication?
1. Talking
2. Writing
3. Reading
4. Listening
Verbal communication is how we express ourselves in words and includes enunciation, pauses, and stutters.
1. True
2. False
The potential for miscommunication through short communication by email or text is insignificant.
1. True
2. False
In what format do people best communicate and interpret tone?
1. Texts
2. Letters
3. Emails
4. Vocal messages
Why is the KISS principle used for written and verbal communication?
1. People are simple.
2. Not everyone is able to understand complex communications.
3. The more simply something is stated, the less opportunity there is for confusion.
4. The more complexly something is stated, the less opportunity there is for confusion.
Which of the following is considered non-verbal communication?
1. Facial expressions and body language
2. Personal space and personal appearance.
3. All of the above
4. None of the above
Body language is the same regardless of where you come from or what your culture is.
1. True
2. False
There are cultural differences in how people communicate and what is considered acceptable.
1. True
2. False
Which of the following is not an example of open body language?
1. Staying alert
2. Sitting and facing the speaker
3. Closing your eyes while an individual is speaking
4. Nodding to acknowledge you've heard what was said
A negative group environment can harmfully impact the motivation of co-workers and reduce productivity.
1. True
2. False
Which of the following does not constitute effective communication?
1. Being an active listener
2. Accepting people's differences
3. Treating all people with respect
4. Providing conditional acceptance
Effective communication promotes understanding.
1. True
2. False
In general, with whom is a more formal communication style used?
1. Suppliers
2. Friends and colleagues
3. Employers, supervisors, and clients
4. Colleagues, friends, suppliers, and clients
An informal communication style is used more with employers than with friends.
1. True
2. False
Which of the following is a gender-neutral job title?
1. Journeyman
2. Tradeswoman
3. Journeyperson
4. Tradesmen
Respectful communication is communication that focuses on:
1. Using manners
2. Allowing others the space to speak
3. Avoiding topics that are inflammatory, insulting, or prejudicial
4. All of the above
What are subtle slights, remarks and actions that occur both consciously and unconsciously and are often linked to our unconscious bias and stereotypes?
1. Aggressions
2. Microaggressions
3. Macroaggressions
4. None of the above
If you have a clearly feminine or masculine name, it is redundant to include your preferred pronouns in written communication.
1. True
2. False
Different cultures often have different comfort levels when it comes to personal space during an interaction.
1. True
2. False
Which of the following is an exclusionary term when referring to a group of colleagues?
1. Guys
2. Team
3. Folks
4. Everyone

See the Answer Key in the back matter of the textbook for self-test answers.

Media Attributions

Aspects of Communication by BC Industry Training Authority is licenced under a CC BY-NC-SA 4.0 Licence.
Content Face, Cautious Face, Trusting Face, Startled Face, Thrilled Face, and Pleased Face by Barry Langdon-Lassagne are licenced under a CC BY 3.0 Licence.
"Tick" icon by Lars Meiertoberens is licensed under a CC BY 3.0 licence.

Learning Task 2: Describe Effective Listening Techniques

kqzheng — Tue, 27 Jul 2021 17:23:52 +0000

Listening is critical to learning and an important part of the communication process. In a training institution some of the course material may be delivered through lectures, through audio, and through verbal instructions. Even with practical demonstrations and instructional videos, much of the content is delivered through the spoken word. If you are not fully involved in listening, you will miss some important information and can easily be distracted. On a job site, effective listening can be critical in ensuring the safety of you and your co-workers and ensuring that a job is completed accurately and on time. Active listening is a way of listening and responding to another person so that the message is fully understood. The following are several techniques that you can use to demonstrate active listening. The techniques you use will vary depending on the situation. For example, active listening during a lecture will require different techniques than active listening about a personnel matter at the job.

Concentrate

Eliminate distractions. Shut off shop equipment, radios, or other competing sounds. Be aware that on a job site you may not be able to eliminate all distraction, so you may have to put additional effort into concentrating on the information you are receiving. Try to put personal problems aside. Limit engagement in other activities such as texting or working on other assignments. If you are having difficulty concentrating, use techniques to keep your mind from wandering. This may include taking very brief notes or jotting down questions you might want to ask at the appropriate time.

Empathize

Put yourself inside the speaker’s thoughts and feelings to better understand what they are saying to you. Be aware of your unconscious biases and how they may inform your conclusions about what the speaker is saying. Suspend your own judgment and position until you clearly understand the other person’s perspective.

Listen for Feelings

Try to “listen between the lines” to understand the attitudes, needs, and motives behind the words. Changes in volume and tone, as well as non-verbal clues such as facial expressions and gestures, can help you determine how the speaker is feeling.

Connect

Use “listener-friendly” body language: make eye contact with the speaker or focus on the audio or visual presentation at hand. Try to connect the information you are hearing with what you may have previously learned or already know. Pay attention to any visuals that may accompany the audio, such as, an instructor writing on a board or asking you to look at a visual in your textbook or online while they continue speaking.

Validate

Even if you don’t agree with what the speaker is saying, it is important that the person knows you are listening and that you understand what they have said. Use nods and acknowledge that you hear what they are saying and make respectful comments that show you have heard what was said. These comments do not need to be in agreeance with what the speaker has said, but rather allow them to know that you have heard what they had to say. Validation is important in building strong interpersonal relationships with others.

Paraphrase

When the speaker has finished talking, repeat in your own words what the speaker said so they know they have been understood. This is an important skill for a tradesperson, as it helps to lessen confusion when specific directions for tasks or materials have been given. Paraphrasing back instructions or material lists helps to prevent mistakes that can create costly delays on jobs and financial losses.

Clarify

Ask questions to get more information, especially if you’re not clear on what was said. Do not be afraid to ask a question, especially if not asking has dangerous or costly repercussions. It is important to take your cues from the presenter on when to ask questions. While some instructors may ask you to interrupt and ask questions at any time, others may ask you to hold questions until the appropriate time.

Participate

Participate in discussions and respond to questions. Be present, not just of body but of mind as well, take your time to reflect on what the speaker has said and provide thoughtful questions or feedback to further explore the topic of conversation. Participation shows that you are interested, engaged, and are processing the information, while not participating leaves the speaker wondering whether or not you are connecting with the information. Now complete the Learning Task Self-Test.

Self-Test

Self-Test 2

Listening is not part of the communication process.
1. True
2. False
Active listening is a way of listening and responding to another person so that the message is fully understood.
1. True
2. False
You are in a meeting with your colleagues. What is required in order to send effective messages?
1. Listening and non-verbal communication
2. Both verbal and non-verbal communication
3. Verbal communication and facial expressions
4. Listening, non-verbal, and verbal communication
Being aware of your unconscious biases can help you empathize with the speaker.
1. True
2. False
Making eye contact and focusing on the presentation is an example of what kind of body language?
1. Speaker-engaging
2. Listener-friendly
3. User-friendly
4. All of the above
It is important to agree with everything the speaker says in order to validate their presentation.
1. True
2. False
You should avoid asking questions unless it's absolutely necessary.
1. True
2. False
Paraphrasing back instructions or material lists helps to prevent mistakes that can create costly delays on jobs and financial losses.
1. True
2. False
Be present means taking time to reflect on what the speaker has said and provide thoughtful questions or feedback to further explore the topic of conversation.
1. True
2. False
Participating leaves the speaker wondering whether or not you are connecting with the information.
1. True
2. False

See the Answer Key in the back matter of the textbook for self-test answers.

Media Attributions

"Tick" icon by Lars Meiertoberens is licensed under a CC BY 3.0 licence.

Picture1

kqzheng — Wed, 20 Oct 2021 18:45:22 +0000

Summary

kqzheng — Tue, 27 Jul 2021 18:23:43 +0000

Success in finding and maintaining a job is primarily about communication, since work involves being in relationships with other people. The principles of effective communication apply equally to all relationships throughout a person’s life. You and the people around you all stand to benefit from practicing attentive and engaged listening, providing constructive feedback, communicating assertively as required, applying effective communication skills to conflict management, and using strong problem-solving and decision-making skills in your interactions with others.

References

kqzheng — Tue, 27 Jul 2021 18:24:09 +0000

Mehrabian, A., & Ferris S. R. (1967). Inference of attitudes from nonverbal communication in two channels. Journal of Consulting Psychology, 31, 248.

Answer Key

kqzheng — Tue, 27 Jul 2021 18:29:01 +0000

Self-Test 1

a. True
c. All of the above
a. True
b. False
c. 75%
d. Listening
a. True
b. False
d. Vocal messages
c. The more simply something is stated, the less opportunity there is for confusion.
c. All of the above
b. False
a. True
c. Closing your eyes while an individual is speaking
a. True
d. Providing conditional acceptance
a. True
c. Employers, supervisors, and clients
b. False
c. Journeyperson
d. All of the above
b. Microaggressions
b. False
a. True
a. Guys

Self-Test 2

b. False
a. True
d. Listening, non-verbal, and verbal
a. True
b. Listener-friendly
b. False
b. False
a. True
a. True
a. False

Self-Test 3

c. All of the above
c. All of the above
c. Your employer, supervisor, co-workers, and
b. To improve your performance or the quality of service
b. False
c. Focus on the person and not the issue.
d. Be prepared and challenge the speaker on everything that you do not believe is
b. Make adjustments as necessary to improve
d. None of the above
a. True

Self-Test 4

a. Passive, passive aggressive, aggressive, assertive
c. All of the above
b. Failing to stand up for yourself
d. They are easily ignored and can have their rights violated.
c. All of the above
b. False
a. True
a. True
b. Passive aggressive
c. Assertive

Self-Test 5

d. All of the above
d. Resource allocations (e.g., differences in department budgets), perceptions, and
d. Remove personal opinions, be objective, look at the issue, and try and find a solution that works.
a. True
b. False
a. True
a. True
b. False
a. True
c. More productive

Self-Test 6

d. Everyone.
a. True
a. True
d. All of the above
b. False
b. Do not disclose how or why you came to your decision

Acknowledgements (1st Edition)

kqzheng — Fri, 04 Jun 2021 15:36:24 +0000

BCcampus would like to acknowledge the following individuals and organizations for their contributions in producing the Trades Access Common Core open textbook resources.

BCcampus

Open Education Team
Hilda Anggraeni, Graphics

Camosun College

Olaf Nielsen, Chair, Trades Development and Special Projects, School of Trades and Technology
Nannette Plant, Manager, Enterprise Point Operations & Special Projects, Office of the VP Strategic Development
Rod Lidstone, Instructor, Plumbing and Pipe Trades, Lead Writer/Reviewer
Brian Coey, Instructor, Sheet Metal and Metal Fabrication, Writer/Reviewer
Zack (Richard) Zajchowski, Writer/Reviewer
Matt Zeleny, Camosun Innovates, 3D imaging

Open School BC

Monique Brewer, Director
Adrian Hill, Instructional Designer
Dennis Evans, Image Coordinator, Photographer, Graphics, Production Technician (layout)
Farrah Patterson, Production Technician

Industry Training Authority of BC

The ITA works with employers, employees, industry, labour, training providers, and government to issue credentials, manage apprenticeships, set program standards, and increase opportunities in approximately 100 BC trades. Among its many functions are oversight of the development of training resources that align with program standards, outlines, and learning objectives, and authorizing permission to utilize these resources (text and images).

Erin Johnston, Director of Training Delivery
Cory Williams, Manager, Industry Relations

Publishing Services, Queen’s Printer

Spencer Tickner, Director of QP Publishing Services
Dwayne Gordon, Manager, Electronic Publishing

Intellectual Property Program

Ilona Ugro, Copyright Officer, Ministry of Technology, Innovation and Citizens’ Services, Province of British Columbia

Versioning History

kqzheng — Thu, 10 Jun 2021 14:42:29 +0000

This page provides a record of edits and changes made to this book since its initial publication. Whenever edits or updates are made in the text, we provide a record and description of those changes here. If the change is minor, the version number increases by 0.01. If the edits involve substantial updates, the version number increases to the next full number. The files posted by this book always reflect the most recent version. If you find an error in this book, please fill out the Report an Error form.

Version	Date	Change	Details
1.00	2015	Book published.
2.00	2021	Second edition published.	See About the Book for a list of changes in the second edition.

Cover Image

hfriedman — Thu, 08 Dec 2022 21:14:53 +0000

Authors