Softskills Training Modules for Aspiring Trainers

In today’s scenario the only solution to stay ahead of the competition for any organization is to develop the skills-sets of its employees on both domain knowledge and ‘Soft Skills’. One gets to acquire domain expertise through formal education or knowledge gained through experience.

But how does one acquire ‘Soft Skills’ and do ‘Soft Skills’ really matter?

On many occasions we have encountered situations where we have to call the customer service department of a telephone service provider to lodge a complaint.  The response given by the customer service representative leaves us with a delightful, satisfied or bad experience. If the customer service representative not only supports you in sorting the problem but takes a very professional approach in handling your call, they will leave a lasting impression in your mind. On the contrary, if the representative displays apathetic behavior towards your complaint, it leaves you with a bad experience.

Any organization that is into a client-servicing business has to ensure that all its employees are trained well in ‘Soft Skills’ to achieve high levels of customer satisfaction. Companies have started to train their employees of different levels starting from blue collar employees like office assistants, chauffeurs, and cleaners to white collar employees from different functions like administration, human resources, marketing, customer service, purchase management, finance etc.

Organizations seek the support of both internal and external trainers to train their employees on Soft Skills. The trainers buy the Soft Skills training materials developed by experts in the industry and customize the material according to their requirement.

These training materials are created based on extensive research and experience gained through the success of training programs delivered by the training experts. They bring together the content which has worked well across industries and achieved the desired learning objectives.

The training materials have both facilitator and participant guides to help the trainer to deliver the training seamlessly. Each slide of the PowerPoint (PPT) is explained with notes for the trainer, which can be used to explain the concept. These materials support the trainers immensely as it gives them a clear layout and the trainer needs to do very little to tweak the content as per their training needs.

MMM Training Solutions have developed training materials on various topics in the area of ‘soft skills’. The trainer can purchase these materials online, and the materials are sent via e-mail immediately on receipt of payment. The materials contain a PowerPoint presentation of the topic, facilitator guide, participant guide and handouts (if any). Apart from training modules the trainer can also purchase training objects like case studies, games, activities and role plays that can make their training experiential.

To know more about the training materials offered by MMM Training Solutions please visit: http://www.mmmts.com/training_materials.htm

Communication Starts With The Wonder Called Mother

As the world celebrates Mother’s Day on the second Sunday of May every year, it is time we looked into what goes into the making of this symbol of pure love.

As a resort to understanding what makes mothers special, I realized that an important aspect of motherhood is communication.

Mothers teach children how to deal with everyday life. They teach children how to communicate. They are taught words and told when to listen. This amounts to verbal communication.

Mothers watch as their child draws the first doodle, and helps them to write while they are in school. They understand their child’s unspoken words and understand what it is going through. This amounts to non-verbal communication.

So in the end of it all, when you look at the whole concept of motherhood, you begin to realize that the epitome of effective communication essentially begins with the mother!

We wish all women a Happy Mother’s Day, and celebrate their ability to make a difference to tomorrow by being here today; for the countless opportunities and the infinite challenges that make them what they are!

“A mother is a person who, seeing there are only four pieces of pie for five people, promptly announces she never did care for pie.”
~ Tenneva Jordan

Avoiding Gaps In Communication – An Anecdote

Here is a humorous story that throws light on effective communication skills:

A man feared his wife could not hear as well as she used to and thought that she might need a hearing aid. Not quite sure how to approach her, he visited a doctor to discuss the problem. The doctor thought for a while and explained that he could perform a simple test to evaluate the extent of hearing loss.

That evening, the wife was in the kitchen cooking dinner when the husband came in. He thought to himself, “I’m about 40 feet away, let’s see
what happens.” Then in a normal tone he asked, ‘Honey, what’s for dinner?”

No response.

So the husband moved to closer to the kitchen, about 20 feet from his
wife and repeats, “Honey, what’s for dinner?”

There was still no response.

He then walked up to the kitchen door, about 10 feet away. “Honey, what’s
for dinner?”

Again there was no response.

As a last attempt, he walked right up behind her and asked, “Honey, what’s for dinner?”

To which the wife answered, “Sam, for the fourth time, we are having CHICKEN!”

The learning point in this anecdote is easy to see – always consider closing any communication gap that may arise before coming to conclusions.

Communication gaps arise due to many factors. They may be extrinsic – like noise or clutter; they may be intrinsic – lack of focus or preconceived ideas. Always keep an open mind during any form of conversation and aim at reducing the impact of uncontrollable factors. By consciously taking the effort to indulge in effective conversation, you can really go a long way in forming better relationships in the workplace and in your personal life.

Business Communication – Understanding Boundaries

We learn many valuable morals from the famous Aesop’s fables. I shall share my thoughts with respect to business communication with regards to the following fable today:

A crab and her child were walking down the beach one day. While doing so, the crab irately watched while the child strolled in a one-sided manner. She said, “Why don’t you walk in a straight manner? It is easier and more pleasing to the eye.”

The young crab replied, “Mother, if you could show me the straight way to walk, I promise I will follow you.”

The mother crab decided to show her child the right way. But as much as the crab tried, she could not walk straight. She finally realized that her child learnt to walk from her; all her effort was in vain, and that she should not have reprimanded her child without any basis.

In business communication, always ensure that you make educated statements about a subject – be it written communication or verbal communication. In other words, ensure that you are SMART (Specific, Measurable, Attainable, Realistic, Timely) in what you say and deliver. By doing this, you can go a long way in paving the way for a successful career. This is because such individuals come across as those who can communicate effectively under all odds, are decisive and is consistent in thought and action.

Workplace communication skills are hence a cluster of intelligent thought, effective words and powerful actions.

“Seek first to understand, then to be understood.” ~ Stephen Covey

Business Communication Requires Tact – A Story

I trust that my readers have been able to understand the concept of Emotional Intelligence through the stories I brought forward in my previous blogs. For a few weeks from now, I shall be focusing upon communication, the backbone of all successful relationships – be it personal or professional.

The focus of MMM Training Solutions has been to improve business communication in the workplace. There are many elements that, which when put together, constitute effective communication. I shall focus an important element today – tact and delivery. Let us now understand this concept with a story.

A long time ago, a Sultan summoned one of his wise men to ask how long he would live. “Your Excellency”, replied the wise man promptly, “you would live long enough to see all your sons and their children dead.” Upon hearing this, the Sultan flew into a fit of rage and ordered that this wise man be executed at once.

Some weeks later after this incident, the Sultan called upon another wise man of his province and asked him the same question. Now this man was really wise. After some thought he answered, “Your Excellency, I see that you shall be blessed with a successful life, wherein you will live so long that you will outlive your loved ones.” The Sultan was delighted and rewarded the wise man with gold and silver.

What is the difference in the way both these wise men communicated to the Sultan? Both of them perhaps said the truth, but there was a stark difference in the results. The difference lies in tact and delivery of content – the first wise man failed in this aspect, while the second wise man succeeded.

One of the most important lessons in business communication is that you should deliver your content after a lot of careful consideration and thought. A business environment is very sensitive and the method in which you communicate holds a critical key to your growth and success.

Four things cannot come back – the spoken word, the spent arrow, the past life and the neglected opportunity.
~An Ancient Proverb