[Slide 1: Introduction to Summarization Skills] (1 min)

"Welcome to Module 7 on Summarization Skills! Today, we'll explore how effective summarization is
essential in our professional lives. Just like those exam questions back in school, where you had to write
a concise understanding of a given paragraph or poem, summarization helps us distill complex
information into key highlights. Who here enjoyed answering those questions? Let's dive in!"

[Slide 2: Workplace Scenario] (3 mins)

"Imagine you're tasked with gathering loan requirement data for your team. You need to compile a
report based on hundreds of pages of information and present it in a concise format—6 to 8 pages for
the report and just 3-4 slides for your presentation! This is where your summarization skills come into
play. You'll need to extract the most relevant points quickly, ensuring your manager can make informed
decisions."

[Slide 3: Importance of Summarization] (2 mins)

"Summarization isn't just about handling data overload; it's crucial for our daily conversations too. A
good summary ensures clarity, confirms understanding, and builds confidence among team members.
When we summarize effectively, we simplify complex discussions and avoid miscommunication."

[Slide 4: Benefits of Summarization in Conversations] (2 mins)

"Think about how summarizing a discussion benefits everyone involved:

 It clarifies misunderstandings and next steps.

 It shows empathy and respect for the speaker's feelings.

 It reinforces that the conversation's goal has been achieved.

This skill is invaluable for maintaining effective communication in business."

[Slide 5: Listening Exercise] (2 mins)

"Let’s listen to a real-life scenario. [Play audio clip of a customer call about a complaint.]
What observations did you make about how the call center executive handled the situation? She quickly
identified the primary issue and summarized the customer's concerns effectively, which helped maintain
focus on the problem at hand."

[Slide 6: Role-Playing Activity] (3 mins)

"Now, let’s practice summarization through role play! I need two volunteers: one will act as a client
calling a health insurance company, and the other as the agent. The client will express a concern about a
claim. After the conversation, the agent will summarize what the client said. [Conduct the role play.]
Great job! Notice how the agent empathized and clarified the next steps. This is key to effective
summarization."

[Slide 7: Characteristics of Good Summarization] (1 min)

"Remember, good summarization must retain the original message's meaning. It should capture the
speaker's emotions without altering them, and it should simplify communication without introducing
complexity."

[Slide 8: Steps for Effective Summarization] (1 min)

"To summarize effectively, follow these steps:
 1. Listen actively and empathize.

2. Ask clarifying questions when needed.

3. Paraphrase the discussion in your own words.

4. Confirm understanding with the other person.

By practicing these steps, you’ll enhance your summarization skills."

Activity answers-

ya: “Looks like you are overwhelmed

with the amount of data you have to

handle.”)

we understand you are

annoyed due to this miss of deadline. We

all will discuss and share our ideas about

improvement to ensure this does not

happen again.

can understand your anxiety

due to the change of boss around the

appraisal time. I can see you earnestly

wishing to get rewarded for hard work

and achievements in last year.)

[Slide 9: Conclusion] (1 min)

"To wrap up, we learned today about the importance of summarizing, the characteristics of effective
summaries, and the steps to achieve them. Summarization is a powerful tool for ensuring clear
communication and building strong professional relationships. Thank you for your participation!"
Module 8: Effective Communication

Time Required: 15 Minutes

8.1 Introduction to Effective Communication (2 mins)

 Activity Description: In our communication skills program, we explored various tools and
techniques that enhance our communication. Can anyone remind us what we mean by
"communication skill"?

 Summary: Think of communication as a combination of several skills that together facilitate

effective interaction. Let's reflect on the key visual we previously discussed about effective
communication.

8.2 Key Components of Effective Communication (3 mins)

 Key Parts:

1. Understanding the Goal and Context: Knowing why you are communicating and the
setting.

2. Mind-Body Triangle: Being aware of your thoughts and emotions to communicate

effectively.

3. Asking Good Questions: Confirming understanding and clarifying information.

4. Summarizing Communication: Ensuring all parties are aligned on the conversation.

 Essential Skills:

o Active Listening

o Empathy

o Nonverbal Awareness

o Spotting Barriers to Communication

8.3 Importance of Questions in Communication (3 mins)

 Purpose of Asking Questions:

o Gather Facts: (e.g., “How many clients qualify for this service?”)

o Validate Understanding: (e.g., “Is this policy valid until July 31?”)

o Clarify Thoughts: (e.g., “Are we expecting clients to finalize their needs by then?”)

o Request Action: (e.g., “Can we consider extending this offer?”)

 Overcoming Barriers: Many avoid asking questions due to fear of judgment. However, not asking
can lead to inefficiencies and misunderstandings.

8.4 Types of Questions (3 mins)

 1. Close-Ended Questions: Yes/no or one-word answers.

o Examples: “Are you from India?” “What’s your gender?”

o Use Cases: Gathering specific data but not for in-depth conversations.

2. Open-Ended Questions: Encourage detailed responses.

o Examples: “What are your thoughts on this policy?” “How can we improve our service?”

o Benefits: Build relationships and gather opinions but may not always lead to a decision.

3. Probing Questions: Dig deeper into a topic.

o Examples: “What makes you say this policy won’t work?”

o Goal: Clarify understanding and convey interest.

8.5 Practical Exercise: Role Play (2 mins)

 Activity:

o Two participants will enact a scenario: one is a customer at a bank; the other is a
representative.

o Instructions:

 Use a mix of question types.

 Other participants will observe and later provide feedback on the effectiveness
of the questions asked.

Discuss-

• Did the questions serve the purpose?

• Could some questions be revised?

•How did it feel for the customer when he was hearing and responding to the

questions?

8.6 Reflecting on Communication Skills (2 mins)

 Discussion:

o Which communication skills do you feel confident in?

o Identify one skill you wish to improve upon.

 Reminder: Good communication isn’t just about language fluency or vocabulary; it’s about the
skills and the ability to connect with others.

8.7 Concluding Thoughts and Tips (1 min)

 Start by focusing on one or two skills you resonate with.

 Remember, effective communication takes practice. Reflect on each interaction to identify what
went well and what can be improved.
CAWS Module 9: Practice and Query Resolution Session (15 Minutes)

1. Introduction to the Session (2 Mins)

“Welcome to our Practice and Query Resolution Session! Today, we will reflect on the skills we’ve
learned so far in communication. Please think about which skills have been most useful to you in your
daily life. Can anyone share an incident where you applied what you've learned to achieve a better
outcome? I encourage everyone to participate, and I’ll do my best to address your queries as we go
along!”

2. Key Skills Revision (3 Mins)

Facilitator’s Role:
“As you share your experiences, I’ll jot down key skills on the board, such as Acceptance, Empathy, and
Listening. Let’s hear your thoughts on how these skills are relevant in your lives, even if you haven’t used
them yet. Feel free to ask questions or share concerns that could benefit the group!”

3. Quiz Activity (5 Mins)

“Let’s engage in a quick quiz to revise our learnings. Please jot down your answers in your notebooks.”

Quiz A: Identify the Barrier in Communication

1. Meghana is unable to chat with her Bengali family due to language differences. (Barrier:
Language)

2. My grandfather believes women don’t understand law, so he never discussed legal paperwork
with me. (Barrier: Gender)

3. A meeting is interrupted due to power cuts. (Barrier: Physical)

4. Raghu always opposes Santosh’s ideas in meetings. (Barrier: Cognitive)

Quiz B: Identify the Emotion of the Speaker

1. “You will ruin your good work with this one bad habit!” (Anger)

2. “I don’t know how to draw cash!” (Anxiety)

3. “It’s my fault we’ll lose this opportunity!” (Guilt)

4. “Show me one person more deserving than me!” (Pride)

Quiz C: Preferred Mode of Communication

1. You want Rajesh to provide updates after work hours. (Telephone Call)

2. You request your colleague to share a link. (Messenger)

3. You need to inform Madhu about her role change. (In Person)
 4. You need to apply for leave for your marriage. (In Person followed by Email)

Time: 5 minutes total for all quizzes. After each quiz, quickly discuss answers.

4. Group Reflection (3 Mins)

“Let’s take a moment to reflect on a video clip we will watch next. Pay attention to the communication
styles used. After watching, we’ll discuss how these skills were applied.”

Play the video clip: V1_BankCustomerVisit.

Post-Video Discussion:
“Based on the video, what communication skills did you notice? How did the customer experience vary
with different executives?”

5. Conclusion and Next Steps (2 Mins)

“Thank you all for your participation today! I hope you found this session useful for practicing your
communication skills. In our next module, we will dive deeper into spoken and written communication
skills for the workplace. If you have any further questions or topics you want to discuss, feel free to reach
out!”

This 15-minute script maintains focus on key activities while allowing for participant engagement and
addressing queries effectively.