What are Communication Skills? |
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How to train company employees in better english communication skills ? |
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The Second Chance Program in Albuquerque, New Mexico, is a prison-based social rehab program. This program uses a manualized treatment approach rather than a counselor driven treatment criminal rehab program. These manuals are delivered as courses, addressing common insufficiencies found in offenders. Rick Pendery, who opened the center in New Mexico, is the national director of the Second Chance Centers and has piloted the program successfully over the past six years. “The courses we deliver as part of this criminal and drug rehab program, specifically deal with common deficits found in those with criminal behavior difficulties and substance abuse histories, such as social behavioral skills, life skills, and the development of moral values and restoration of self-esteem.â€, Pendery explains. “The address of which has been found to have a positive impact on the development of pro-social
The Second Chance Program includes four modules, handling drug rehabilitation, learning skills, self respect and a reintegration model. One of the beginning steps of the drug rehab module is a communication course that emphasizes the application of the communication tools that are taught, especially confront drills. A current inmate, Julio, has been in the prison system for over 10 years and had an inhalant addiction. He was referred to the Second Chance program by his social worker for the public defenders office. He is more than half-way through the program now and has hope for a new life when he completes his sentence. He explains, "After completing the communication course, I realize it has been a substantial win in a couple of areas. Obviously, 34 days ago it was very hard to envision completing all of the requirements of the communication booklet. Many days it just seemed easier to quit and go back to County. But then I realized how the very communication drills I was studying were the keys to helping me get through those frustrating urges to quit.†The drills include confronting a person (sitting comfortably, looking eye to eye) until the student has no negative reaction to looking at another person, sometimes for many hours at a time. The Communication Course module is based on the research of L. Ron Hubbard, the founder of Scientology. Pendery explains, “Our course in communication skills has many, many drills, including ones covering the areas of handling rebellious people and the ability to accurately determine the level of force necessary to handle a situation. As most of our students have histories of lack of self-control and of relying on force in lieu of communication, these drills address the use of communication and intention in handling life situations rather than confrontation and force. The practical course drills show them how, if in a position where force is necessary, to be able to use force dispassionately and with discipline and self-control, rather than “flying off the handle†or “losing their temper†and only as far as needed to allow communication to occur.†Julio explains his use, “By applying the Training Routines, I experienced a first-hand example of how the techniques in the training drills help me to stay in control of the outcome of various situation and circumstances that I once allowed to run out of control. My blood test situation, my baby's mama drama and my negative mentality have all been alleviated because of my persistence in learning, drilling, passing and completing this first book. But even more important, is my new gained ability to communicate in a higher quality, not being personally affected by someone’s communication being thrown off, and being able to regain control of the communication, handle the person or situation and bringing the communication back to a level where it is pleasant, effective and stable."
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In today’s world EQ (Emotional Quotient) is more desirable than IQ (Intelligence Quotient). Emotional Quotient comprises of various traits, however, the most important of all is the ability to communicate effectively with others. Subscribers to the Harvard Business Review rated “the ability to communicate” as the most important factor in making an executive “promotable” – more important than ambition, education and the capacity for hard work. One 20 year study that followed the progress of Stanford University MBAs’ revealed that the most successful graduates shared personality traits that distinguish good communicators. “A desire to persuade, an interest in talking with other people and an outgoing ascendant personality.” What is communication? Communication can be broken down into 3 major areas: 1. Verbal a. Spoken b. Written 2. Non-Verbal a. Body Language 3. Listening
a. Active Listening Tom Peter’s, business consultant and co-author of the book, ‘In Search of Excellence’, emphasizes that one key to business success is careful listening. “Find out what the customers’ really care about, and then act. Listening – that is the key.” The most important type of listening is Active Listening. Active Listening goes beyond regular listening as the listener encourages both the share of information as well as feelings. Active Listening is the key to building relationships as it displays genuine interest. Passive Listening is appropriate when there is a key note speaker who does most of the talking and the audience is in the training or education mode. Reflective Listening is appropriate when the person is worried, frustrated, confused or upset. It is about acknowledging the feeling more than the content. You reflect or echo what the person seems to be feeling by saying something like – “It seems as if these instructions are a little confusing and thus frustrating.” Here is an instance of poor listening: The customer later sued (and won) Taco Bell for millions of dollars claiming emotional distress as well as medical expenses and loss of wages. By improving our listening we can make a dramatic impact on our communication skills thereby positively affecting all aspects of our life. “Communication is really all anyone ever gets paid for ultimately…..and if you cannot effectively communicate……you will PAY….and not get paid.” Doug Firebaugh As the article indicates, good communication skills are a must in business today. MMM Training Solutions conducts a one day seminar on Communication Skills that extensively trains you on improving your communication skills. For more information please visit our website at www.mmmts.com You can find more articles at www.mmmts.com. MMM Training Solutions conducts soft skills training and executive coaching anywhere in the world. We guarantee the effectiveness of our training. You may reprint this article by requesting permission from: pramila.mathew@mmmts.com
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