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Verbal Communication Skills
Assessment
Problem Definition
Verbal Communication Skills – Version 1.0
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Questions to understand command over the
verbal behaviors
Following are situations as well as direct questions.
Please Note:


The Problem definition is an assumptions based on the interviews conducted.
Each situation will approximately take as much time as five direct questions. It
will also provide data equivalent to five direct questions.
Evaluation:
To assess the trainee capability, a frequency count of the appropriate verbal behavior
used is captured.
Verbal Communication Skills – Version 1.0
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Evaluation Checklist
1.
During the interview, the participants will be assessed on 5 parameters listed
below
2.
Each parameter has been broken down into indicators that help ensure consistency
in rating across assessors
Skills
Checklist
Frequency Count
Indicators
Understanding
work
requirements
3
2
1
3
Clarifying
2
1
3
Persuading
2
1
3
Articulation
2
1
3
Listening
2
1
0+0+0+0+0=0
Funnel technique
Random combination of open and close ended 4+3+3+2+3=15
questions
No questions / only open or only close ended 5+1+0+2+2=10
questions
0+0+0+0+13=13
Displays all 4 clarifying verbal behaviours
2+2+0+2+0=6
Displays at least 2 clarifying verbal behaviours
7+0+1+1+2=11
Displays 1 or no clarifying verbal behaviour
Begins persuasion with questions and displays 1+0+0+1+7=9
the 3 persuasion verbal behaviours
1+0+0+0+0=1
Begins with questions
20+8+6+3+0=37
Begins with giving information
Listener is able to understand every word, and 2+3+4+1+17=27
the message conveyed
3+0+1+2+3=9
Listener requests for repetition once
0+0+0+0+1=1
Listener requests for repetition more than once
Listens/ paraphrases when required / verbal 3+2+2+2+3=12
nods/ no interruption
2+0+0+2+5=9
Paraphrases
0+0+1+0+10=11
No paraphrasing / no verbal nods / interruptions
Verbal Communication Skills – Version 1.0
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Problem Definition is based on Qualitative
Observation
Understanding Work Requirement
16
14
12
10
8
Understanding
Work Req
6
4
2
0
FT
RQ
No Q's
FT: Funnel Technique
RQ: RandomQuestions
NO Q: No Questions asked
Assessment:
The Participants skills to understand the work requirements is
considerable low, they do not probe to understand the clients needs and
define the problem. This again comes from the mindset that if I ask
question I may sound incompetent.
Verbal Communication Skills – Version 1.0
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Clarifying
14
12
10
8
6
Clarifying
4
2
0
4 VB
4 VB:
2 VB:
1 or no VB:
2 VB
1 or no
VB
Displays all 4 clarifying verbal behaviors
Displays at least 2 clarifying verbal behaviors
Displays 1 or no clarifying verbal behavior
Assessment:
With continuation to the understanding work requirement, participant
do not use probing technique fetch more information, However they show
the behavior to clarify to what is been told to them. If this is couple with
probing the communication / interaction would be far more effective.
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Persuading:
40
35
30
25
20
Persuading
15
10
5
0
3:00 PM
3P:
BwQ:
BgI:
BwQ
BgI
Begins persuasion with questions and displays the 3 persuasion verbal
behaviors
Begins with questions
Begins with giving information
Assessment:
Participants to persuade the client start giving information, they become
defensive, they feel it is not good to ask questions, and clarify the
subject. So basically they display the push style of persuading. Pull style
is more is better, it is ideal to display a combination of push and pull
style.
Verbal Communication Skills – Version 1.0
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Articulation:
30
25
20
15
Articulation
10
5
0
Clear
R1
RM
Clear: Listener is able to understand every word, and the message conveyed
R1: Listener requests for repetition once
RM: Listener requests for repetition more than once
Assessment:
Apart from Gaurav and Surabi, all other participant have not displayed
clarity in speech and understanding the pronunciation. They need to
work hard on articulation and pronunciation.
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Listening
12
10
8
6
Lintening
4
2
0
All
Para
No Para
All : Listens/ paraphrases when required / verbal nods/ no interruption
Para: Paraphrases
No Para: No paraphrasing / no verbal nods / interruptions
Assessment:
Apart from Gaurav, all others have not displayed the skills of listening;
all have not used the skills like paraphrasing and summary.
Summary:
The participants are facing these constraints due to perception /
mindset. These behaviors have become the barriers in to communication
cycle. If we work on their work conditioning as such we can impart newer
skills.
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Exception to be considered.
One Exception in the problem is that Gaurav is has
considerably contributed to the score displayed in
the charts and score tables.
Verbal Communication Skills – Version 1.0
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