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మృ�దు�వన నపుణయల టట
Axshya India ProjectTB Alert India
Axshya India Project - TB Alert India 1
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Axshya India Project - TB Alert India 2
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టట వరక� షప యకక� లకషయల� ఈ మడయూ�ల కం�ద సమృరథ తలప assimilate మృరయు� శకషణ TB
మృధయ పం�దు�పరథచు�, నరథ/చం�చుటనకం సహయు� చస�3 �ద: కరథకక6మల� మళు9కక�వల� సమృరథ వ�తమన స�భషణ బృం��దు� నరమ?ణ స�ఘరథAణ ఖచంCతమన నరథDయు� సమృయు� నరథ/హణ RHCP & NGO ల� / PP కస� నవకకర�చంన పథకల�
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ఈ సమవశం�ప పLభవ�
పలగO న పLత ఒకక�రకం వసత�ల� సమృకక�రథC నపుణయల ల సధకరథత
మృ�దు�వన నపుణయల ల సధకరథత RNTCP వస3వల� & పథకల� ల సధకరథత
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ఈ పL జకక�X దవ/రమ, మరథ� సమజకక మరథ�\కక� ఒకక పరకకరథ�గ మరథడనకం సధకరథత
చయుబృండయూ�త�ననaరథ�
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Pre-Test
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Difference between…
Lecturer and Facilitator
Presenter and Facilitator
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Facilitation
What do we understand by Facilitation?
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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
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The Facilitation Checklist
Why? For whom? Where? When? How? What? Who?
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INTRODUCTION
Your Intro needs to address 5 differentAspects :I= INTERESTN=NEEDT=TIMINGR=RESPONSEO=OBJECTIVE
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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?
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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 !!!
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How?
Learning Style
Visual LearningAuditory LearningKinaesthetic Learning
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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
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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
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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
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Module 1: Effective Communication & Interpersonal Skills for TB staff
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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
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What is Communication?
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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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Axshya India Project - TB Alert India
Communication
Building Bridges
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Axshya India Project –TB Alert India
Critical Point to Note
Only 1 in 7 messages are understood effectively
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Axshya India Project - TB Alert India
EFFECTIVE COMMUNICATION
The three V’s
Verbal Vocal Visual
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style
38
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Axshya India Project - TB Alert India
Barriers to Communication
Distance Language Improper use of Technology Physical barrier
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Axshya India Project - TB Alert India
Filters
Prejudices Bias Shyness Stigma Fear Feelings of fear or anger or
rejection
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Axshya India Project - TB Alert India
Feelings –do they influence Communication ?
Yes, feelings can be filters –distorting messages
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TB Alert India
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%
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What’s in a Smile ?
The MRI Scan
Study on Smiles ---- Prof. Ramachandran
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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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TB Alert
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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TB Alert India
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?
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Axshya India Project - TB Alert India
Listening The Mother skill of Communication
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Hearing and Listening
Activity
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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!
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To be proficient in Active Listening…
1.Suspending Judgment
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2. Attending Skills
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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’.
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Alert India 41
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3.Clarification
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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.
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4.Summarization
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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?”
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4.Paraphrasing
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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.
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Why is Body Language important?
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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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TB Alert India
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
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Lob sang: In search of Excellence
TB Alert India
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Self-Esteem
TB Alert India
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Confidence
TB Alert India
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Enthusiasm
TB Alert India
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Sensitivity : What is that?
TB Alert India
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Emotional Quotient
TB Alert India
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TB Alert India
Assertiveness
Passive
Aggressive
Assertive
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TB Alert India
Making Excellence a habit
Alexander the Great and Aristotle
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De-brief : One minute Presentation
“Each One say One”
TB Alert India
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Feedback Formula for Effective Communication
- Behavior Description
- Feelings
- Impact
- Request
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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
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Questioning Techniques
•Open Ended Questions
•Closed Ended Questions
•Funnel Questions
•Probing Questions
•Leading Questions
•Rhetorical QuestionsAxshya India Project - TB Alert India 62
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Comprehensive Role Plays
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SMART ACTION POINTS AND TAKE-AWAYS BY TB CO-ORDINATORS
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Module 2: Team Work
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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
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Team – Concept of a Team
Individual Group Working together Common goal
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Team – Elements of Team Work
Sharing information Listening and responding Giving others the benefit of doubt Providing support Respect
Disadvantages of teams?
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Stages of Team Formation
Forming Storming Norming Performing Adjourning
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Effective Teams - Concept
SMART goals
Leader
Roles and Responsibilities
Communications
TrustAxshya India Project - TB Alert India 70
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Team Work
Recap Feedback from Participants
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Module 3: Conflict Resolution
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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
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“ All happy families resemble one another; but each unhappy family is unhappy in its own way.”
- Leo Tolstoy
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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
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Strategies for Conflict Resolution
Competitive
Collaborative
Compromising
Accommodating
AvoidingAxshya India Project - TB Alert India 76
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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.
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Competing
“ Might makes right” (Competing). Or, call it the Golden Rule style
Contra-indications: People feel bruised, unsatisfied &
resentful
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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
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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
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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
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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
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Collaborating
“Two heads are better than one”
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Remember ….
Address the issue, not the person
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TB Alert India
Behaviour Style
Passive
Aggressive
Assertive
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Module 4: Time Management
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Time is a man-made concept
We have become slaves to, rather than masters of time?
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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
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The Bank Account of Life
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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!!!!
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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
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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
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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.
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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.
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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?
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Barriers to Time Management
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Barriers to Time Management
Why are so few people organized, effective and efficient?
• Worries about decreasing spontaneity
• Negative mental programming
• Self-limiting beliefs
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Tools & Techniques
Pareto Principle – The 80:20 Rule
Time Prioritisation: Planning the
Day – Things-to-do List
Steven Covey’s Time Management
Matrix
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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
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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
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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
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Get More Done in Less Time
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Recap of all Modules
Recap Feedback Agreed Action Points
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