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Business communication






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    Business communication Business communication Presentation Transcript

    • Communication Skills The most valuable training facilitation skill
    • COMMUNICATION SKILLS 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. 2 July 23, 2003
    • Session Objectives OBJECTIVES  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 3 July 23, 2003
    • What are the most common ways What are the common ways we communicate? we communicate? es mag lI isua Word V en Spok Bod y La ngu Written Word age 4 July 23, 2003
    • 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 andand Group facilitation requires frequent highhigh quality communication with others 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 6 July 23, 2003
    • The Goals ofof Training Communications: The Goals Training Communications: To change behavior To get and give To get action Information To persuade To ensure understanding 7 July 23, 2003
    • Communication is thethe processsending Communication is process of of sending and receiving information among people… and receiving information among people… Feedback sender receiver SENDER RECEIVER 8 July 23, 2003
    • All messages do not reach the All messages do not reach the receiver due to “distortion” receiver due to “distortion” Feedback Receiver Sender Distortion 9 July 23, 2003
    • What causes distortion or the barriers What causes distortion or the barriers to understanding/listening? to understanding/listening? Perceptions   Environment – noise Language  Preconceived  notions/expectations Semantics   Wordiness Personal Interests   Attention span Emotions   Physical hearing problem Inflections   Speed of thought 10 July 23, 2003
    • How can we improve our listening skills? 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 11 July 23, 2003
    • Listening…the other side of communication 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! 12 July 23, 2003
    • How can weimprove our listening & How can we improve our listening & facilitation skills as trainers? facilitation skills as trainers? SUMMARIZING PARAPHRASING Pulling together Restating what the main points another has said of a speaker in your own words QUESTIONING Challenging participants to tackle & solve problems 13 July 23, 2003
    • Paraphrasing…try ititout! Paraphrasing…try out! Use initial phrases such as: Paraphrasing is simply restating what another person has said in your own words.  In other words…  I gather that… The best way to paraphrase is  If I understand what you are to listen carefully to what the saying… other person is saying.  What I hear you saying is… Paraphrase often so you  Pardon my interruption, but let develop the habit of doing so. me see if I understand you correctly… Practice some of the following techniques on your colleagues. 14 July 23, 2003
    • Summarizing…try ititout! Summarizing…try 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 Try out these summarizing phrases: order to organize the “If I understand you correctly, information your main concerns are…” systematically. “These seem to be the key It is useful for ideas you have expressed…” emphasizing key points. 15 July 23, 2003
    • Questioning…a critical facilitation skill Questioning…a critical facilitation skill There are two basic types of questions: 2. 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. 16 July 23, 2003
    • Other questioning techniques include: 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 responder’s problem- solving ability by posing a hypothetical situation – “If you had an unlimited budget, what would you fund?” 17 July 23, 2003
    • Other Other helpful techniques to foster helpful techniques to foster communication (both verbal and non-verbal)… communication (both verbal and non-verbal)… Repeat the last Nod Your Head word or two of the prior speaker Maintain eye Keep an open contact body position Repeat a sentence Make encouraging or part of one statements 18 July 23, 2003
    • THANK YOU 19 July 23, 2003