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Communication skills
The document outlines a skills training program focused on communication, differentiating between hearing and listening, and emphasizing effective listening techniques. It discusses the importance of verbal and non-verbal communication, offers insights into assertiveness, and provides guidance on saying 'no' and 'yes' confidently. Additionally, it includes practical scenarios for self-reflection and evaluation of learning outcomes from the training.
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Communication skills
- 1. SKILLS TRAINING PROGRAM DESIGNED BY: ADITIBANERJEE SHRUTI KAMAT ANUPAMA BORIYA NIMI JAYADHARAN MANOSHI DEY
- 3. WHAT IS COMMUNICATION? “Theimparting or exchanging of information by speaking, writing, or using some other medium.”
- 4. DIFFERENCE BETWEEN HEARINGAND LISTENING HEARING LISTENING Understanding the other person. Conscious choice With or without your consent Passive occurrence
- 5. CATEGORIES OF LISTENERS Non-Listener •Preoccupied with his personal thoughts and though he hears words, he doesn’t listen to what is being said Passive listeners • Hear the words but don’t fully absorb or understand them. Listeners • Pay attention to the speaker, but grasp only some of the intended message.
- 6. PROCESS OF LISTENING •sound enters the eardrums and travels to the brain Hearing • our brain receives the sound and decides what to pay attention to Attending • take what is meaningful and apply it to the social context Understanding • storing the information for use at a later time Remembering
- 7. SETH S. HOROWITZ •WHAT IS THE DIFFERENCE BETWEEN HEARING AND LISTENING? ATTENTION
- 8. How to be agood listener? Eye contact Find the “Why” and “What” Focus on the other person Limit distractions Engage
- 9. Good Listeners •Mentally evaluatesthe message and its supporting details. •Seeks applicable "take away" messages. •Concentrates beyond distractions and speaker mannerisms. •Utilizes several note taking methods. •Reserves judgment until comprehension is complete. •Examines more complex information on a regular basis. •Concentrates beyond words that are heavy in implied meaning •Maintains good eye contact and holds body language that encourages the speaker. •Judges based on content, not delivery. •Listens for concepts rather than details. Poor Listeners •Wool gathers with slow speakers. •Tunes our with dry topics. •Easily distracted. •Takes many notes, but misses key elements. •Seeks out and enters arguments. •Frustrates when listening to difficult material. •Allows unfamiliar works to break his attention. •Does not actively focus. •Judges the quality of delivery. •Listens for facts.
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- 12. WHAT IS VERBALCOMMUNICATION? Any form of communication involving words, spoken, written or signed. Our ability to communicate with a language that is based on an organized system of words, rather than merely sounds, is what sets us apart from lower species.
- 13. WHY IS VERBALCOMMUNICATION IMPORTANT? To clarify To infor m To correc t a wrong
- 14. WHY IS NON-VERBALCOMMUNICATION IMPORTANT? To reinforce To contradict To substitute To complement To emphasize
- 15. WHAT IS NON-VERBALCOMMUNICATION? GESTURES FACIAL EXPRESSIONS EYE CONTACT POSTURE TOUCH INCLUDE S BODY LANGUAG E
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- 18. Please read thesentences carefully and share how you would react to the following situations. 1. You are done for the day at your office and you are just about to leave when your boss calls you and gives you additional work which you have to complete right away. You are more upset because this is happening quite frequently with you. 2. You plan a trip with your friend but after confirming everything, one day before your friend ditches you. 3. You are on a shopping spree because it is the sale time. You pick up a dress which you liked a lot and which on a normal day is well above your budget but according to the tag on the dress is up for 50% discount due to the sale. But when you go to the counter to pay you are told that there has been a mistake and that the dress does not come under the sale criteria. 4. You have been going to your bank for the last few days to get your urgent work done, but every time the employee just delays your work with some minute reason. 5. You friend keeps ignoring you without any reason.
- 20. WHAT IS ASSERTIVENESS? “Assertivenessis about self confidence which means having a positive attitude towards yourself and others.”
- 21. WHAT IS ASSERTIVENESS Direct,open & honest communication with others Asking for what you want & saying “no” to what you don’t want Not negating, attacking or manipulating others Respecting the dignity of other people Standing up for yourself & your rights without apologising or feeling guilty Taking responsibility for your own needs
- 22. ASSERTIVENESS IS NOT Eventhough we do use these “communicative tactics” at some point in our lives to get what we want - But – Spending your life or time being a non- assertive communicator will bring you much stress, dissatisfaction & disappointment. Selfish Aggressi ve Passive- Aggressiv e Manipulativ e
- 23. HOW CAN IBE MORE ASSERTIVE 70% Non- Verbal 30% Verbal Voice Tone Gestures Eye Contact Facial Expressions Posture “Social Signalling”
- 24. TYPES OF COMMUNICATION •Soft voice • Overly agreeable • Withdrawn body language • Sound unsure • Sound hopeless or helpless Passive Communication • Blaming, accusing • Intimidating body language • Demanding, ordering • Raised voice • Harsh, personal language Aggressive Communication • Takes initiative • Speaks up in a direct and appropriate manner • Shows sincerity • Confident voice and body language • Is solution focused Assertive communication
- 25. WHY IS ITDIFFICULT TO SAY NO? They may feel hurt or injected They may not like me anymore They may never ask again They won’t take any notice if I say no They would say ‘yes’ to me (and so I will feel guilty if I refuse them) I can’t say no, because I feel sorry for them
- 26. HOW TO SAY‘NO’ ASSERTIVELY? Start your reply with a clear,firm, audible ‘no’ Do not justify or make excuses.Giving a reason is different from over-apologizing Feel that you have a right to say no Once you have said ‘no’ , do not stay around waiting to be persuaded to change your mind.
- 27. WHY IS ITDIFFICULT TO SAY ‘YES’? I don’t deserve it They might not really mean it I am not really sure that is what I want I don’t have enough information
- 28. HOW TO SAY‘YES’ ASSERTIVELY Say ‘yes’ clearly and definitely Identify why you would find it difficult Examine thoughts realistically and ask yourself Having calarified thughts for yourself then reaffirm your desire to say ‘yes
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- 30. EVALUATION • DESCRIBE WHATYOU LEARNT DURING THIS EXPERIENCE THAT WILL BE HELPFUL IN THE REAL WORLD? • WHICH PART OF THE PRESENTATION DID YOU LIKE THE MOST? • WHICH PART DO YOU THINK COULD HAVE BEEN EXPLAINED BETTER? • ANY OTHER OPINIONS/ SUGGESTIONS?