Effective Communication Skills
Effective Communication Skills
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
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Course Overview
Session 1
Definition of communication
The communication process
Session 2
Communication Skills
Presentation Skills
Observation Skills
Listening Skills
Questioning Skills
Responding to Questions and Contributions
Overcoming Trainer Nervousness
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Session 3
Recap and Exercise
Definition of Communication
Communication is the process of
sending and receiving information
among people.
sender
receiver
SENDER
message
RECEIVER
Speaking
Writing
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Imagery
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Body Language
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Barriers to Communication
P - Perceptions
L -Language
E -Environment
A - Attention span
S - Semantics
E -Emotions
P Preconception
P Physical
Impediments
P Personal interests
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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
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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
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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
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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
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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!
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Types of questions
C - Closed questions
O Open ended questions
L - Leading questions
D Direct questions
O Overhead questions
R - Rhetorical questions
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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
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Leading questions
Use leading questions to
Get a specific response that you want
Focus the discussion
Check learners knowledge of what was taught
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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
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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
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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
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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?
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