Introduction New Search Group of companies The New Search Group is a multi dimensional port folio of companies established in the year 2001 that operate in various business domains across the India. We assure you best of our services at all time

Introduction Core business of New Search Group: 1.Placement 2.Man Power Out Sourcing 3.Trainings 4.Industrial Investigation 5.Facility Management 6.Tour & Travels(online booking of Air ticket, railway ticket, Bus & Hotel)

COMMUNICATION SKILLS

What is COMMUNICATION? Communication is exchange of thoughts, messages, or information, as by speech, signals, writing, or behavior.

What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

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)!

The Goals of Training Communications: To change behavior To get action To ensure understanding To persuade To get and give Information

Communication is the process of sending and receiving information among people… SENDERRECEIVER Feedback receiver sender

All messages do not reach the receiver due to “distortion” Sender Receiver Feedback Distortion

What causes distortion or the barriers to understanding/listening? Perceptions Language Semantics Personal Interests Emotions Inflections Environment – noise Preconceived notions/expectations Wordiness Attention span Physical hearing problem Speed of thought

Listening takes... concentration and energy curiosity and open-mindedness analysis and understanding Speaking requires... sharp focus logical thinking clear phrasing crisp delivery

Behaviors that support effective listening o Maintaining relaxed body posture o Leaning slightly forward if sitting o Facing person squarely at eye level o Maintaining an open posture o Maintaining appropriate distance o Offering simple acknowledgments o Reflecting meaning (paraphrase) o Reflecting emotions o Using eye contact o Providing non-distracting environment What we need to understand is….. Effective Listening

Behaviors that hinder effective listening o Acting distracted o Telling your own story without acknowledging theirs first o No response o Invalidating response, put downs o Interrupting o Criticizing o Judging o Diagnosing o Giving advice/solutions o Changing the subject o Reassuring without acknowledgment

How can we improve our listening & facilitation skills? PARAPHRASING Restating what another has said in your own wordsPARAPHRASING SUMMARIZIN G Pulling together the main points of a speaker SUMMARIZIN G Pulling together the main points of a speaker QUESTIONING Challenging participants to tackle & solve problemsQUESTIONING Challenging participants to tackle & solve problems

Paraphrasing…try it out! Paraphrasing is simply restating what another person has said in your own words. The best way to paraphrase is to listen carefully to what the other person is saying. Paraphrase often so you develop the habit of doing so. Practice some of the following techniques on your colleagues. Use initial phrases such as:  In other words…  I gather that…  If I understand what you are saying…  What I hear you saying is…  Pardon my interruption, but let me see if I understand you correctly…

Summarizing…try 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…”

Questioning…a critical facilitation skill 1. Closed questions generally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Otherwise, they inhibit thought. 2. Open-ended questions invite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical. There are two basic types of questions:

Other helpful techniques to foster communication (both verbal and non-verbal)… Maintain eye contact Make encouraging statements Nod Your Head Keep an open body position Repeat a sentence or part of one Repeat the last word or two of the prior speaker

Questions