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Communication Skills
Overview:
Trainers must be able to use a variety of communication techniques in order to create an environment that enables participants to engage actively in the learning process.
Session Objectives
By the end of the session, the participant will be able to:
Describe reasons that communication fails List and discuss strategies to enhance communication Paraphrase and summarize conversations Use appropriate questioning techniques to lead discussions and to assist learning
Written Word
All communication methods are important in training but our emphasis will be upon the spoken word... since
70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!
Group facilitation requires frequent and high quality communication with others
A skilled facilitator must be a successful communicator Trainers are facilitators of learning and communicating new ideas is the main point of training
2 July 23, 2003
To get action
To persuade
To ensure understanding
receiver
sender
SENDER
RECEIVER
Sender
Receiver
Distortion
Environment noise Preconceived notions/expectations Wordiness Attention span Physical hearing problem Speed of thought
SUMMARIZING
Pulling together the main points of a speaker
QUESTIONING
Challenging participants to tackle & solve problems
Summarizingtry it out!
Summarizing pulls important ideas, facts or data together to establish a basis for further discussion and/or review progress. The person summarizing must listen carefully in order to organize the information systematically. It is useful for emphasizing key points.
Try out these summarizing phrases: If I understand you correctly, your main concerns are These seem to be the key ideas you have expressed
2 July 23, 2003
1. 2. 3. 4. 5.
2
Are you feeling tired now? Isnt today a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then?
(Compare your answers with those in the notes below)
Hypothetical questions: tests the responders problemsolving ability by posing a hypothetical situation If you had an unlimited budget, what would you fund?
Ask yourself
Which of the skills covered in this module was most useful as you think about conducting a training event? Which was the easiest to employ? Which was the most difficult for you?
Write down three things you want to do to improve your communication skills and practice them prior to your next training event
Objectives
Communication Techniques Listening Speaking and Listening Speaking and Writing General Tips
Communication
Speaking
Know what you want to say Control Fear Stop Talking and Listen Think before you talk Believe in your message Repeat Major Points Find Out what your Listener wants
Communication
Techniques
Define Acronyms Reduce Jargon Level Objections Use Humor Anecdotes and Stories Ask for feedback Increase your vocabulary
Communication
Techniques -continued
Eliminate Audible Pauses Enunciate Clearly Practice Pronouncing Words Properly Exercise Tongue, Jaws and Lips Make Eye Contact Gesture
Communication
Techniques -continued
Pause Speak more slowly Speak faster Vary Your Volume Watch your tone Record your voice
Communication
Listening
Prepare to Listen Focus on the Speaker Screen Out Distractions Concentrate on the Message Listen to Tapes while you commute
Communication
Speaking and Listening
Ask Questions Avoid Daydreaming Accept Accents Use mind mapping Interview Complaints Telephone
General Tips
Reading
Read Keep up with Current Events Read Something Inspirational Use the Internet
General Tips
Non Verbal
Presence Give Nonverbal Cues Check Your Posture Dress Appropriately Smile Touch Shake Hands Properly
General Tips
Attitude
Intend to Improve Visualize Be flexible Be Likable Commit to Being Truthful Empathize Dont take yourself too seriously
General Tips
Attitude continued
Eliminate Negative Feelings Be receptive to New Ideas Take Responsibility Respect the Other Persons Point of View Recognize the Impact of Stress on Communication Be Real
General Tips
Attitude continued
Check Your attitude
General Tips
Behavioral
Laugh Use Good Manners Recognize Manipulative Behavior Recognize Condescending Manners Avoid Words that Hurt Change Abrasive Behavior Handle Disagreements with Tact
General Tips
Miscellaneous
Organize Productive Meetings Consider Experience Level Understand the Importance of Timing Present a Good Personal Image
Questions