People - Training
People skills

Communication (Process | Barriers | Improving) | Motivation | Human relations

Communication process

The following exercise can be done in a group setting by a trainer.

Exercise

Write a definition of the term communication

Answer

Mark on a 5 point scale (for each)

1 Two way process
2 Involves human interaction
3 Information passes both ways
4 Understanding created
5 Understanding confirmed

Sample Definition: Communication

Communications is;
a process of passing and receiving information from one person to another,
to create understanding and provide a bridge of meaning between people - (Sender and Receiver)
And requires Proper words and Active listening

Words:

There are over 600,000 words in the English Language.
Typically our total vocabulary looks something like the shown diagram left.
Hence although it pays to enrich your word power, meanings must be clear to your student.

Process

Purpose

Get things done, with a minimum of irritation and frustration

Communication barriers

Exercise

List factors that may obstruct communication

Sample Answers - Obstructions to Communications

* Conflicting instructions, failure to understand
* Use of incorrect words, jargon, misspelled, unfamiliar and cliches
* Language problems (seeing things differently)
* Seeing things differently (perception)
* Instructor knows too much
* Trainees assumed to know more than they do
* Illogical presentation
* Not on same wave length
* Restrictive questioning
* Emotive words
* Not actively listening.

Exercise:

From the list of barrier, identify those that are instructor, trainee or both.

Improving communications

Following are three task exercises to improve communication skills

Task 1: Arranging a Circle, square, triangle, and rectangle. Simulation of Writing, Telephone and face to face.

Using a circle, square, triangle, and rectangle; arrange so that they are all touching then;
Sender and receiver must not be able to see each other's drawings.
Compare results at the end of each task.

Writing Simulation - one way, no eyes, no body, no climate

Sender: Describe what your arrangement is. Issue each instruction once only. You must not be able to see the receivers drawing.

Receiver: Draw as best you can what you think is being explained. No questions are to be asked, just follow instructions as best you can.

Telephone simulation - two way verbal only

Construct different arrangement.

Sender: Describe what your arrangement is. Each instruction may be issued twice, if requested by the receiver, you must not be able to see the receivers drawing.

Receiver: Draw as best you can what you think is being explained. You may request the instruction for a second time again if it is not clear.

Face to Face - Feedback, Q&A, elaboration

Construct different arrangement.

Sender: Describe what your arrangement is. You may question the receiver.

Receiver: Draw as best you can what you think is being explained. You may request the instructions as often as you wish.

Task 2: Spoken Directions.

Student Worksheet for Improving Communications

Click here for task sheet.

Improving Communications - Tutor Directions

Draw the following (tutor to READ OUT)

Go to top left hand corner
Go south two squares
Go east four squares
Now draw a line four squares long east.
Now draw a line two squares down south
Now draw a line two squares long east
Now draw a line two squares up north
Now draw a line four squares long east.
Now draw a line six squares down south
Now draw a line diagonally south west across two squares
Now draw a line eight squares long west
Now draw a line two squares up north
Now draw a line two squares long east
Now draw a line two squares up north
Now draw a line two squares long west
Now draw a line four squares up north

Sample Answers

Task 3: Differences between individuals.

Using a blank piece of paper, sketch (as best you can) the following scene.

A house, with a car outside and a tree to one side.

Discussion

Compare the drawings. Ask why a particular size of house, type of car, and shape of tree chosen (eg. background, etc)
Will this influence how you describe a scene as a tutor?
Does it give a reason for precise definitions of terms?

Motivation

A motivated individual is a person with an obvious goal.

A motive is that which psychologically moves a person to respond.

This is different to stimulation...

Knowledge of people will assist in aiding motivation;

When a personal goal is set we take into account; values, interests and abilities. Normally goals are achievable
A person works harder as the end of the goal gets nearer
As obstacles are encountered, we may become aggressive
Happiness and satisfaction are increased if goals are clear
All behaviour is directed towards the satisfaction of a goal. Eg. If hungry we eat.
Path of least resistance usually taken to achieve the goal. Eg. Lottery ticket to become rich.
Personal views are what counts, and what we feel is true (not necessarily what is true)., Hence to change behaviour we must change attitudes.
Comes from within the individual.
We must activate the desire - this provides our motivation - a challenge!

MASLOW's Relationship

Job Performance (JP) = A x M x O - F

Exercise:

Try to guess what A, M, O and F are.

Answer

Job Performance = Ability x Motivation x Opportunity - Fatigue

Ability - 'Can do' = student responsibility

Ability x motivation - the will do = instructors responsibility

Ability x motivation x opportunity - the is doing = instructors responsibility

Ability x motivation x opportunity - fatigue - can't do it forever! = Students responsibility

Human relations

DEFINITION

The common sense handling of people as individuals
Treating others as we would like to be treated
The PRACTICE of diplomacy in our daily relationships
The ART of letting people have OUR way!
Both a Science (exact statement of knowledge on the subject)
requires a knowledge of human behaviour, and
and an Art (ability to apply the knowledge)
Knowledge must be applied to everyday relationships with people.

Simply put,

Human relations is Applied Knowledge of Human behaviour.

Basic Principles

People are different
People are very much alike

Exercise:

Make a list of differences (eg. Age, Religion,etc)
Make a list of similarities (eg. wants)

Sample: Differences

Age,Weight,Size,Looks,Sex,Martiat Status,Religion,Nationality,Intelligence,Social Status,Hobbies,Emotion,Aptitudes,Skill,temperament,Dress,Habits,Personality, Interests,Learning Ability.

Basically;
Mental
Physical
Manual
Personality.

What implications does this have for the instructor?

* Differences between trainees generally large
* Recognition of differences by trainer important to trainee
* One trait does not make up the entire person
* Avoid type-casting eg. Lazy, clever, stupid.

Sample: Similarities (Basic wants and needs)

Food,Clothing,Shelter,Luxuries,Money,Prestige,Recognition,Work,Sexual Satisfaction, Love, Affection, Security, Success, Appreciation, Being wanted, Belonging to the group, Opportunity, Being needed, Freedom, Fair Play, Good Health, Something to hope for, Friends, Self-importance, Being part of what's going on, Being informed, Having goals.

Basically
Physical
Social

What implications does this have for the instructor?

* Evaluate training needs both physical and social
* Motivation occurs where trainees individual needs met.

People - Training People skills

Communication process

Exercise

Answer

Sample Definition: Communication

Words:

Process

Purpose

Communication barriers

Exercise

Sample Answers - Obstructions to Communications

Exercise:

Improving communications

Task 1: Arranging a Circle, square, triangle, and rectangle. Simulation of Writing, Telephone and face to face.

Writing Simulation - one way, no eyes, no body, no climate

Telephone simulation - two way verbal only

Face to Face - Feedback, Q&A, elaboration

Task 2: Spoken Directions.

Student Worksheet for Improving Communications

Improving Communications - Tutor Directions

Sample Answers

Task 3: Differences between individuals.

Discussion

Motivation

MASLOW's Relationship

Exercise:

Answer

Human relations

DEFINITION

Basic Principles

Exercise:

Sample: Differences

Sample: Similarities (Basic wants and needs)

People - Training
People skills