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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.
Written Word
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)!
To get action
To persuade
To ensure understanding
receiver
sender
SENDER
RECEIVER
Sender
Receiver
Distortion
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
Effective Listening
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
SUMMARIZIN G
Pulling together the main points of a speaker
QUESTIONING
Challenging participants to tackle & solve problems
Paraphrasingtry 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.
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
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
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.
Questions