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Effective Communication Skills

This document outlines an effective communication training course for trainers. The course is divided into 3 sessions. Session 1 defines communication and its components, including barriers. Session 2 focuses on key communication skills like listening, questioning, and overcoming nervousness. Session 3 involves recapping content and doing exercises to practice skills. The goal is for participants to communicate more effectively as trainers by understanding communication processes, skills, and how to address barriers.

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72 views

Effective Communication Skills

This document outlines an effective communication training course for trainers. The course is divided into 3 sessions. Session 1 defines communication and its components, including barriers. Session 2 focuses on key communication skills like listening, questioning, and overcoming nervousness. Session 3 involves recapping content and doing exercises to practice skills. The goal is for participants to communicate more effectively as trainers by understanding communication processes, skills, and how to address barriers.

Uploaded by

api-312305061
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Effective Communication

A Valuable Skill for Effective


Training

Learning Goal
To enable participants communicate
more effectively as trainers

Lesson Objectives
Correctly define communication
Identify the components of a message
Outline the communication process
List the barriers to communication
List the communication skills
Paraphrase and Summarize conversations
List and give examples of the questioning skills
3

Course Overview
Session 1
Definition of communication
The communication process

The components of Communication


Barriers to communication

Session 2
Communication Skills

Presentation Skills
Observation Skills
Listening Skills
Questioning Skills
Responding to Questions and Contributions
Overcoming Trainer Nervousness
5

Session 3
Recap and Exercise

Definition of Communication
Communication is the process of
sending and receiving information
among people.

Communication is the process of sending


and receiving information among people
Feedback

sender

receiver

SENDER

message

RECEIVER

Speaking

Writing

10

Imagery

11

Body Language

12

Components of the message/information


Verbal Messages - the words we choose
Para verbal Messages - how we say the
words (pitch, tone, pacing of voice)
Nonverbal Messages posture; gestures facial
expression; spatial distance (our body
language)
13

How is verbal communication


perceived?
7-10% of understanding is based on
content, or WHAT is being said
33-40% of understanding is based on
tone, or HOW the communication is spoken
60%+ of understanding is based on
nonverbal: body language, eye contact,
posture and distance
14

This means at least 90% of


understanding is gained by HOW the
information is transmitted
Understanding how Para-Verbal Messages affect how
information is perceived
Understanding how Non-Verbal Messages affect how
information is perceived

15

Barriers to Communication
P - Perceptions
L -Language
E -Environment
A - Attention span
S - Semantics
E -Emotions

P Preconception
P Physical
Impediments
P Personal interests

16

Presentation Skills
Present yourself in a manner that shows your
participants that you are paying attention to them
Face the participants
Maintain eye contact
Move towards the participants-Not away
Avoid distracting behaviors

17

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

18

Observation Skills
Gain knowledge about others by sight
How is the training received
Looking at the persons face, body position and
body movements
Formulating an inference on persons feelings
based upon your observation
Take action based upon your inferences
19

LISTENING SKILLS
Listening requires obtaining the verbal
information and verifying that the information is
understood
Listen to words being expressed
Paraphrasing what was said to demonstrate
understanding
Summarize and clarify
20

QUESTIONING SKILLS
Questions are used to achieve different
purposes. Generally they are used to evaluate
how the information given is understood.
They are also used to facilitate the training

21

Listening
The other side of communication
Too many people see
communication as merely speaking.
Messages must be received as well as sent.
A good question to ask yourself is, are you
really listening or simply waiting for your
turn to talk?
If you are thinking about your reply before
the other person has finished, then you are
not listening!
22

Types of questions
C - Closed questions
O Open ended questions
L - Leading questions
D Direct questions
O Overhead questions
R - Rhetorical questions

23

Closed questions
Use closed questions to
Review previously covered materiel
When you look for a specific answer
Organize the disorganized thinker
Encourage a shy participant to respond who you
know can answer the question

24

Open ended questions


Use open-ended questions to
Generate broad discussions
Deal with the affective issues

25

Leading questions
Use leading questions to
Get a specific response that you want
Focus the discussion
Check learners knowledge of what was taught
26

Direct questions
Use direct questions to
Open a discussion
Call on a person who you know has the answer
Avoid an overly responsive person who answers
every overhead question
Provide recognition to a class leader
Involve someone in the class who is quiet
27

Overhead questions
Use overhead questions to
To open a discussion
Maintain a discussion
Introduce a new topic or segment
Open up the floor so all participants can comment
To get several comments on a topic

28

Rhetorical questions
Use Rhetorical questions to
Get group to be thinking about a subject
Do not pause too long after asking this
rhetorical question or someone will try to answer
it
29

The Ask-Pause Call technique


A- Ask the question
P -Pause to allow the participants time to think
C - Call on someone

30

Handling questions and responses


from participants
Responding to participants questions
Responding to participants contributions

31

The way you answer a participants question will


have an impact , not only on the person that
asked the question , it will have an impact on
the entire class.
Be positive to correct answers
Acknowledge the effort, even when wrong
Avoid / Minimize embarrasment for wrong or
incomplete answer
32

Questions from participants


Provide the answer yourself if you are the only
one to know the answer
Redirect the question to the same or another
learner if you think they are able to come up
with the correct answer
Defer the question if it is coming up later in
class, out of topic, short of time or if you need
time to get a correct answer
34

Overcoming Trainer Nervousness


Rehearse until you feel comfortable
Memorize the first few minuts
Practice before with your learning aids
Anticipate and prepare for potential problems
Get a good nights rest before
Select appropriate and comfortable clothing

35

Overcoming Trainers Nervousness


Just before you start your session,,,,RELAX by
Taking a couple of deep breaths and blowing
them out slowly trough your mouth
Say something encouraging to yourself as, It is
going to be a good session, and I am going to
enjoy it.

36

Exercises continued
Rephrase the following closed questions into open
ended questions:
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?
37

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