Communication Skills Training Model For Supervisors

Communicat ion Skills for Supervisors Group 2 Arabinda (06) Lopa (24) Jaspreet (20)

Agenda • Assumptions • Training Model – Analyzing Training Needs and Objectives – Designing a Training Program, scheduling and session planning – Developing the Training content – Training Methodology and aids – Evaluation and Feedback

• Closing the Program

Assumptions • We are a training institute named Karrox Associates (P) Ltd • We are offering training and development solutions to various companies • We have been appointed by the management of JSW Steel Ltd to conduct communication skills workshop for 20 supervisors • Management has made compulsory for the supervisors to attend each day’s training

Analyzing Needs and Defining

Needs Analysis

Needs Analysis ( Contd ) • We used Ford’s analysis to determine the basic needs of the supervisors in terms of communication skills • Basic aids we used were – Questionnaires, one on one talk and brainstorming sessions, etc

Problems identified after Needs Analysis • • • • • • • • •

Organization’s mission and vision Not able to express their feelings Improper goal setting Not able to motivate their subordinates Low work efficiency Work life imbalance Problems in handling people Ineffective utilization of KSAs Low competency level

Training Objectives The basic training objectives of this program could be enumerated as follows – • Understand the importance of professional presence on the job. • Learn how to self-manage to become more effective and efficient. • Improve their communications skills, including listening, questioning, and being more assertive. • Increase their effectiveness in recognizing and managing conflict, and dealing with difficult people.

Trainin g Outline

Training Program • We are the following a Expository methodology where in the supervisors are given training in the auditorium at their office • Each session will be conducted twice daily for 10 trainees in a batch • Motive is to not disturb them from their day to work and therefore

Session Plan

Layout and other specifications • Since the number of trainees are small, a U shaped table has to be arranged • The room should be spacious, air conditioned and well illuminated

• Coffee needs to be served at the start of the each session • One notepad has to be provided to each trainee at the start of the training

Training Conte nt

Day 1 Session Objective: To help the supervisors build rapport with the trainer and amongst themselves in order to facilitate the communication flow Aids Required: • Video Camera • Collar mike • Session plan for day 2

Content: • Individual introduction and extempore which will be recorded in the video camera and individual feedback be given at the end of it. • In order to build a rapport among the trainees, they will be made to play a game called ‘BINGO’

Day 2 Training Objective: To make them understand the basic principles of effective and assertive communication in order to expose them to the fundamentals of communications

Aids required: • LCD Projector for PowerPoint presentation slides • White board, marker pen, etc • Detailed handouts for the current session • Session plan for the day 3

Content: Principles of Effective Communication • Feedback • Connect with audience • Listen and understand • Surface the meaning of words • Respect Principles of Assertive Communication • Assessment - How assertive are you? • Self Assessments • Definition of assertiveness • Giving feedback

Sample Questionnaire 1. I find it difficult to take a compliment. 2.  I prefer not to criticize others, even if I am sure they are wrong. 3.  I find it hard to tell someone that I have romantic feelings for him or her. 4.  I’m not comfortable asking my boss for a raise, even if I think I deserve it. 5.  I avoid dealing with difficult situations involving confrontation. 6.  I tend to be the leader in a group of friends. 7.  I feel people take advantage of me. 8.  Talking to people in positions of authority makes me feel nervous, self-conscious, or unsure of myself. 9.  I behave in a self-confident manner. 10.  I express my opinions, even if others in the group

Day 3 Training Objective: To help the Supervisors gain more knowledge in terms of assertiveness and self management to achieve their personal and team goals Aids required: • LCD Projector for PowerPoint presentation slides • White board, marker pen, etc. • Detailed handouts for the current session

Content: Putting Assertiveness to Work • Establish credibility and trust • Use positive language • The confrontation model • Anticipate responses to confrontation • Avoid provoking language • The escalation process • Handling criticism • Styles of assertive communication • Blocks to assertiveness

Day 4 Training Objective: To help the trainees understand different tactics to deal with difficult and different personality types in their day to day life

Aids Required: • • • •

LCD Projector for PowerPoint presentation slides White board, marker pen and duster Detailed handouts for the current session Session plan for the day 5

Content: Handling "Difficult" Personality Types • "Get it Right" People • "Get it Done" People • "Get Appreciated" People • "Get Along" People

Evaluatio n and Feedbac k

Day 5 Training Objective: To evaluate the training using a 2 way feedback mechanism in order to ascertain the effectiveness of training.

Aids Required: • Video Camera • Collar mike • Questionnaire for Trainer’s Feedback

Content: • We are using a Summative evaluation to study the KSAs of the trainees • We also use the KIRKPATRICK Model in order to determine the reaction, learning, behaviour and results of the supervisors • Redo the video shooting exercise again • Give individualized feedback again and show them the differences in what they were in day 1 • Ask the trainees to fill up the feedback form for the 5 day training experience

Feedback Form Trainer’s Name: ________________________ Date/Time: ________________ Company: _____________________________ Location: _________________

Please circle your responses and make comments or suggestions below.

Good

Okay Poor 1. What is your OVERALL opinion of this course? 5 2. The course MATERIALS were: 3 2 1 3. The course ACTIVITIES were: 4 3 2 1 4. The instructor’s PRESENTATION

Very Excellent 4

Good 3

5

2 4

5

1

Answer the Following Questions: 3. What did you feel was the most useful? 5. What did you feel was the least useful? 7. What other training programs would you like to attend? 9. Comments, questions and concerns:

Closing the Training Program • All the feedback forms are duly collected • Have an informal one to one discussion whether their personal objectives are met or not • Review the scope for further improvement • Make sure that all the bills are cleared – 2000/- per session = 10*2000 = Rs. 20,000/-

• Encourage the trainees to contact in case of any clarifications

Thank