axshya soft skills tot presentation tb alert india

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Axshya India ProjectTB Alert India

Axshya India Project - TB Alert India 1

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ఈ సమవశం�ప పLభవ�

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మృ�దు�వన నపుణయల ల సధకరథత RNTCP వస3వల� & పథకల� ల సధకరథత

ఈ పL జకక�X దవ/రమ, మరథ� సమజకక మరథ�\కక� ఒకక పరకకరథ�గ మరథడనకం సధకరథత

చయుబృండయూ�త�ననaరథ�

Pre-Test

Difference between…

Lecturer and Facilitator

Presenter and Facilitator

Facilitation

What do we understand by Facilitation?

Principles of Facilitation

The 3 T approach:

1. Tell them what you want to tell them

2. Tell them3. Tell them what you told them

The Facilitation Checklist

Why? For whom? Where? When? How? What? Who?

INTRODUCTION

Your Intro needs to address 5 differentAspects :I= INTERESTN=NEEDT=TIMINGR=RESPONSEO=OBJECTIVE

Why?

What is the main message? What do you want to achieve? Think of one typical member in the

audience –will she be persuaded by this presentation?

Whom?Know your audience

Expectations What brought them to the talk? Is there any hidden agenda? Who is the decision maker?

Find out as much as you can !!!

How?

Learning Style

Visual LearningAuditory LearningKinaesthetic Learning

What to speak about?

Focus on the key messages e.g Case Detection Rates

Start with a conclusion Explain the process Indicate clear signposts of the

route of your presentation

End on a High

Begin with a High

End with a High

Think about what response you wantfrom the audience – what steps they need

totake after the presentation

Get the audience approval of the Objectives of the session

If audience approves, you are on your way to a two-way session

If not, you are simply talking, they are merely hearing

Module 1: Effective Communication & Interpersonal Skills for TB staff


Objectives Understand communication and its

components Role of body language in communication How do we listen to people – active

listening. How to convey our perceptions about

actions; Behaviour – feedback. How do we deal with our feelings? How we can apply all of the above to

improve our performance in TB control


What is Communication?


Ground Rules

Open Mind Mobiles and other distractions to

be kept aside No passive listening, please –

participate and share Appreciation technique

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Communication

Building Bridges

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Critical Point to Note

Only 1 in 7 messages are understood effectively


EFFECTIVE COMMUNICATION

The three V’s

Verbal Vocal Visual

style

38



Barriers to Communication

Distance Language Improper use of Technology Physical barrier


Filters

Prejudices Bias Shyness Stigma Fear Feelings of fear or anger or

rejection


Feelings –do they influence Communication ?

Yes, feelings can be filters –distorting messages

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Body language

Nonverbal communication, known as “body language” sends strong positive and negative signals. This is how much it influences any message:

Words 8%Tone of voice 37%Non-verbal cues 55%Message 100%

What’s in a Smile ?

The MRI Scan

Study on Smiles ---- Prof. Ramachandran

Axshya India Project

Body language - face

Face includes: Your expressions Your smile or lack thereof Tilt of the head; e.g., if your head is

tilted to one side, it usually indicates you are interested in what someone is saying

What message are you sending if someone is presenting a new idea and you are frowning?

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Body language - focus

Focus is your eye contact with others The perception of eye contact differs by culture. Staring makes other people uncomfortable Lack of eye contact can make you appear weak

or not trustworthy

What message are you sending if you are looking at other things and people in a room when someone is speaking to you?


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Body language - tone

Tone is a factor of your voice Pitch is the highness or lowness of voice Volume is how loud your voice is Emphasis is your inflection

What message are you sending if during a disagreement you start speaking very loudly?


Listening The Mother skill of Communication

Hearing and Listening

Activity

The Key to Active Listening

Learn to actively listen and understand the facts of a case before passing judgments regarding the same.

‘Suspend’ your judgments until

then!


To be proficient in Active Listening…

1.Suspending Judgment


2. Attending Skills


Imagine the DTO briefing you about the new RNTCP schemes.

Indicators (like the nodding of one’s

head) to show that you are paying attention are called ‘Attending Skills’.

Axshya India Project - TB

Alert India 41

3.Clarification


While noting the patient’s medical history, for example, clarifications should be made regarding gaps in their medicine intake, reasons if any, difficulties faced, etc.


4.Summarization


Summarization is an important tool of active listening.For example,a typical example of summing up would be -

“After a month of cat-1 TB treatment starting from July 4th ,you stopped taking medicines from August 4th after you underwent a urine test and discovered you had jaundice. Am I right my friend?”


4.Paraphrasing


Example of Paraphrasing

The State Level TOT on Soft Skills is all about empowering field health staf in bringing about increased TB awareness in the community and increasing CDR.


Why is Body Language important?


Let’s read body language at …

At the CBO At the PHI At the Diagnostic centre Cat 1/11/111 session District level meetings State Level meetings


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EFFECTIVE FEEDBACK Formula

B F I R: BEHAVIOUR DESCRIPTION: when you fired

me in front of my colleagues….; REFLECT FEELINGS: e.g. I felt upset… State likely Impact: My morale has been

effected Request desired action : Next time, please do

call me for a one-on one feedback session

Lob sang: In search of Excellence

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Self-Esteem

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Confidence

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Enthusiasm

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Sensitivity : What is that?

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Emotional Quotient

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Assertiveness

Passive

Aggressive

Assertive

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Making Excellence a habit

Alexander the Great and Aristotle

De-brief : One minute Presentation

“Each One say One”

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Feedback Formula for Effective Communication

- Behavior Description

- Feelings

- Impact

- Request


Feedback Formula

Delayed Reports from District Ego clash at the STO Non cooperation at the CBO Silence during the family/patient

interview Stakeholders blame game


Questioning Techniques

•Open Ended Questions

•Closed Ended Questions

•Funnel Questions

•Probing Questions

•Leading Questions

•Rhetorical QuestionsAxshya India Project - TB Alert India 62

Comprehensive Role Plays


SMART ACTION POINTS AND TAKE-AWAYS BY TB CO-ORDINATORS


Module 2: Team Work


ObjectivesIn this program we shall consider the following: Understand what a Team is. Appreciate what the Elements of Teamwork are. Understand the Stages by which a Group becomes a

Team. Appreciate the importance of Trust and Communication

in Team Work to control and eradicate TB Learn and understand how not to function as a

Dysfunctional Team


Team – Concept of a Team

Individual Group Working together Common goal


Team – Elements of Team Work

Sharing information Listening and responding Giving others the benefit of doubt Providing support Respect

Disadvantages of teams?


Stages of Team Formation

Forming Storming Norming Performing Adjourning


Effective Teams - Concept

SMART goals

Leader

Roles and Responsibilities

Communications

TrustAxshya India Project - TB Alert India 70

Team Work

Recap Feedback from Participants


Module 3: Conflict Resolution


Objectives

By the end of this module, the participants will be able to:

Identify exactly what conflict is, why it arises and how

it can be utilized for maximum benefit

Utilize a variety of methods for managing conflicts

successfully

Spend less time and energy on conflicts, and instead

focus on creating more productive relationships with

others


“ All happy families resemble one another; but each unhappy family is unhappy in its own way.”

- Leo Tolstoy

Needs – ignoring others’, one’s own or group’s needs Perceptions – people interpreting reality differently-

differences in severity- causes and consequences of problems-perceptions of threat

Power – how people define and use power determines the number of conficts, the types of conflicts, and conflict management

Values – incompatible values or unclear values- one party refutes the other’s value

Feelings & Emotions – major influence over the way one deals with conflict, ignoring own or other’s feelings and emotions- difference over an issue

Ingredients of Conflict

75

Strategies for Conflict Resolution

Competitive

Collaborative

Compromising

Accommodating

AvoidingAxshya India Project - TB Alert India 76

Competitive Style Uses:

When quick, decisive action is vital – e.g., during emergencies.

On important issues where unpopular courses of action need to be implemented – e.g., cost cutting, enforcing unpopular rules, discipline.

On issues vital to company welfare when you know you're right.

To protect yourself against people who take advantage of uncompetitive behavior.


Competing

“ Might makes right” (Competing). Or, call it the Golden Rule style

Contra-indications: People feel bruised, unsatisfied &

resentful


Compromising

Try to find a solution that at least partially satisfies everyone

Everyone is expected to give up something

Useful when…. The cost of conflict is greater than the cost

of losing ground Equal strength opponents, standstill Deadline looming – Client restive


Accommodating

Willingness to meet the needs of others at the expense of the person’s own needs

Knows when to give in, can be persuaded to surrender even when unwarranted

Not assertive, highly co-operative

Useful when…. Issues matter more to the other party Peace is more valuable than winning Want to do the other a “favour” People may not return favours, approach

unlikely to give best outcomesAxshya India Project - TB Alert India 80

Avoiding Seeks to evade conflict completely Delegates controversial decisions Accepts default decisions Does not want to hurt anyone’s feelings

Useful when…. Victory is impossible Controversy is trivial Someone else is in a better position to resolve

Weak and ineffective approach


Collaborative Try to meet the needs of all involved Highly assertive, co-operative &

acknowledge everyone’s importance

Useful when…. Variety of viewpoints have to

be brought together for the best solution

Previous conflicts in the group Simple trade off is not possible


Collaborating

“Two heads are better than one”


Remember ….

Address the issue, not the person

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Behaviour Style

Passive

Aggressive

Assertive

Module 4: Time Management


Time is a man-made concept

We have become slaves to, rather than masters of time?


Objective

By the end of this module, the participants will be able to:

Understand and appreciate the need and

importance of time management

Use prioritization tools and techniques

Identify personal time wasters


The Bank Account of Life


Imagine there is a bank that credits your account each morning with Rs.86,400.

It carries over “no balance” from day to day.

Every “evening” deletes whatever part of the balance you failed to use during the day.

What would you do? Draw out every cent, of course!!!!


Each of us has such a “bank”. It’s name is TIME.

Every morning, it credits you with 86,400 seconds.

Every night it writes off, as lost, whatever of this you have failed to invest to good purpose.

It carries over no balance. It allows no overdraft

Each day it opens a new account for you. Each night it burns the remains of the day. If you fail to use the day’s deposits, the loss is

yours Axshya India Project - TB Alert India 91

There is no going back. There is no drawing of Time against “Tomorrow.”

You must live in the present on today’s deposits

Invest it, so as to get from it the utmost in Health, Happiness, and Success!

The clock is running. Make the most of Today


To realize the value of ONE YEAR…. ask a student who failed a grade To realize the value of ONE MONTH…..

ask a mother who gave birth to a premature baby To realize the value of ONE WEEK……

ask the editor of a weekly newspaper To realize the value of ONE HOUR……

ask someone who is waiting to meet a spouse after a long separation.


To realize the value of ONE MINUTE….. ask a person who missed the train.

To realize the value of ONE SECOND….ask a person who just avoided an

accident. To realize the value of ONE MILLISECOND…..

ask the person who won a silver medal inthe Olympics.


Change your routine response from

“I can’t do this now…”

To “How can I do this now?

Or “How can I start this now?


Barriers to Time Management


Barriers to Time Management

Why are so few people organized, effective and efficient?

• Worries about decreasing spontaneity

• Negative mental programming

• Self-limiting beliefs


Tools & Techniques

Pareto Principle – The 80:20 Rule

Time Prioritisation: Planning the

Day – Things-to-do List

Steven Covey’s Time Management

Matrix


More Tools and Techniques

1. Use a time planner

• Master list, calendar, daily list

2. Always work from a daily list

• Write everything down

3. Organize your list by priority

• Sort your daily list by value

4. Choose any system• Use it regularly

5. Set up a 45-file system• 31 file folders for days of the month

• 12 file folders for months of the year

• 2 file folders for next two years


Getting Organized

What is the primary difference between average people and highly effective people?Highly effective people are much better organized when they work with others

Top 3% are persistent planners

• Write and rewrite goals and activities

• Think on paper

• Continuously analyze and re-evaluate plans Axshya India Project - TB Alert India 100

Personal Organization

Ideas?1. Organize your workplace

• Clear your workplace of all clutter

• Keep only the most important things

2. Assemble everything you need

• Before you start

• Be able to reach what you need

3. Handle paper only once

• Throw it away

• Delegate it to somebody else

• Take personal action

• File it for future reference


Get More Done in Less Time


Recap of all Modules

Recap Feedback Agreed Action Points


axshya soft skills tot presentation tb alert india

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