Communication Skills

The most valuable training facilitation skill

Communication Skills
Overview:

Communication skills are a critical element in delivering effective training.

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

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What are the most common ways we communicate?

Written Word

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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)!

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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
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The Goals of Training Communications:

To change behavior

To get and give Information

To get action

To persuade

To ensure understanding

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Communication is the process of sending and receiving information among people

Feedback

receiver

sender

SENDER

RECEIVER

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All messages do not reach the receiver due to distortion

Feedback

Sender

Receiver

Distortion

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What causes distortion or the barriers to understanding/listening?

Perceptions Language Semantics Personal Interests Emotions Inflections

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Environment noise Preconceived notions/expectations Wordiness Attention span Physical hearing problem Speed of thought

How can we improve our listening skills?

Eliminate distractions Concentrate Focus on the speaker Maintain an open mind Look for nonverbal cues Do not react to emotive words Ask questions Sit so you can see & hear Avoid prejudices Take notes Ask for clarification
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Listeningthe 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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How can we improve our listening & facilitation skills as trainers?

PARAPHRASING
Restating what another has said in your own words

SUMMARIZING
Pulling together the main points of a speaker

QUESTIONING
Challenging participants to tackle & solve problems

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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
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Practice your questioning skills

Rephrase the following closed questions to make them open-ended:

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)

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Other questioning techniques include:

Direct questions: asked of a particular individual allows you to initiate control good for re-directing discussion from excessive talkers. Return questions: puts the question back to the questioner or group What do you think about that? General overview questions: used to initiate a discussion or set up a thoughtful exercise How would you respond to the situation?

Hypothetical questions: tests the responders problemsolving ability by posing a hypothetical situation If you had an unlimited budget, what would you fund?

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Other helpful techniques to foster communication (both verbal and non-verbal)

Nod Your Head

Repeat the last word or two of the prior speaker

Maintain eye contact

Keep an open body position

Make encouraging statements

Repeat a sentence or part of one

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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

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101 Ways to Improve Your Communication Skills

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Objectives
Communication Techniques Listening Speaking and Listening Speaking and Writing General Tips

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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

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Communication
Techniques
Define Acronyms Reduce Jargon Level Objections Use Humor Anecdotes and Stories Ask for feedback Increase your vocabulary

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Communication
Techniques -continued
Eliminate Audible Pauses Enunciate Clearly Practice Pronouncing Words Properly Exercise Tongue, Jaws and Lips Make Eye Contact Gesture

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Communication
Techniques -continued
Pause Speak more slowly Speak faster Vary Your Volume Watch your tone Record your voice

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Communication
Listening
Prepare to Listen Focus on the Speaker Screen Out Distractions Concentrate on the Message Listen to Tapes while you commute

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Communication
Speaking and Listening
Ask Questions Avoid Daydreaming Accept Accents Use mind mapping Interview Complaints Telephone

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Speaking and Writing

Key Points
Write a Purpose Statement Outline Transfer Negative Emotions to Paper Get to the Point Explain Abstract words Use Absolutes and Generalities Sparingly

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Speaking and Writing

Key Points - Continued
Ask for what you want Use active verbs Use gender neutral language Cite Source of Statistical Data Illustrate with personal examples Express Emotion Keep it simple (KISS) Method

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Speaking and Writing

Key Points - Continued
Paint verbal Pictures Be Concise Support Statements with Details Watch Semantics Quote Authorities Consult Experts Suppress emotion

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Speaking and Writing

Writing
Keep a Journal Take notes Write personal Notes Write Effective business letters Use Short Sentences Communicate online

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General Tips
Reading
Read Keep up with Current Events Read Something Inspirational Use the Internet

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General Tips
Non Verbal
Presence Give Nonverbal Cues Check Your Posture Dress Appropriately Smile Touch Shake Hands Properly

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General Tips
Attitude
Intend to Improve Visualize Be flexible Be Likable Commit to Being Truthful Empathize Dont take yourself too seriously

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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

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General Tips
Attitude continued
Check Your attitude

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General Tips
Behavioral
Laugh Use Good Manners Recognize Manipulative Behavior Recognize Condescending Manners Avoid Words that Hurt Change Abrasive Behavior Handle Disagreements with Tact

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General Tips
Miscellaneous
Organize Productive Meetings Consider Experience Level Understand the Importance of Timing Present a Good Personal Image

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Questions

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