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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?
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)!
The Goals of Training
Communications:
To change behavior
To get and give
Information
To persuade
To get action
To ensure understanding
Communication is the process of sending
and receiving information among people…
Feedback
receiver
SENDER
sender
RECEIVER
All messages do not reach the receiver
due to “distortion”
Feedback
Receiver
Sender
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
What we need to understand is…..
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
Behaviors that hinder effective listening
Acting distracted
Telling your own story without acknowledging theirs first
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
o
o
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How can we improve our listening &
facilitation skills?
PARAPHRASING
SUMMARIZIN
G
Restating what
another has said
in your own
words
Pulling together
the main points
of a speaker
QUESTIONING
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!
Try out these summarizing phrases:
“If I understand you correctly,
your main concerns are…”
“These seem to be the key
ideas you have expressed…”
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.
Questioning…a critical facilitation skill
There are two basic types of questions:
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.
Other helpful techniques to foster communication
(both verbal and non-verbal)…
Nod Your Head
Maintain eye
contact
Repeat the last
word or two of the
prior speaker
Keep an open
body position
Make encouraging
statements
Repeat a sentence
or part of one
Questions