COMMUNICATION SKILLS II
REVISION NOTES
COMMUNICATION SKILLS
It is a process which involves sharing of
information, opinion, ideas, and beliefs between two or more persons through a
continuous activity of speaking, listening and understanding. The word
‘communication’ comes from the Latin word commūnicāre,
meaning ‘to share’.
PARTS OF COMMUNICATION
Communication has three important parts:
1. Transmitting — The sender transmits the
message through one medium or another.
2. Listening — The receiver listens or
understands the message.
3. Feedback — The receiver conveys their
understanding of the message to the sender in the form of feedback to complete
the communication cycle.
ELEMENTS OF A COMMUNICATION
The various elements of a communication cycle
are:
Ø Sender: the person beginning the
communication.
Ø Message: the information that the
sender wants to convey.
Ø Channel: the means by which the
information is sent. Ø Receiver: the person
to whom the message is sent.
Ø Feedback: the receiver’s
acknowledgement and response to the message.
METHODS OF COMMUNICATION
|
Method |
Description |
Pictorial
Description |
|
Face-to-face |
There is nothing better than face-to-face
communication. It helps the message to be understood
clearly and quickly. Also, since body language can be seen in this case; it adds
to the effectiveness of the communication.
|
  |
|
E-mail |
E-mail can be used
to communicate quickly with one or many individuals in various
locations. It offers flexibility, convenience and lowcost. |
 |
|
Notices/Posters |
It is effective when
the same message has to go out to a large group of people. Generally used for where email
communication may not be effective. For example, ‘Change in the lunch time
for factory worker,’ or ‘XYZ Clothing will remain closed for customers on
Sunday.’ |
 |
|
Business Meetings
|
Communication
during business meetings at an organisation are generally addressed to a
group of people. It can be related to
business, management and organisational decisions. |
 |
|
Other Methods |
There can be various other methods like social
networks, message, phone call for communication, newsletter, blog, etc. |
 |
VERBAL COMMUNICATION
Verbal communication includes sounds, words, language,
and speech. Speaking is one of the most effective and commonly used way of
communicating. It helps in expressing our emotions in words.
Types of Verbal Communication
|
Type of Verbal Communication
|
Description |
|
Interpersonal Communication |
This form of communication takes place between two
individuals and is thus a one-on-one conversation. It can be formal or
informal. Examples 1. A
manager discussing the performance with an employee. 2. Two
friends discussing homework. 3. Two
people talking to each other over phone or video call. |
|
Written Communication |
This form of
communication involves writing words. It can be letters, circulars, reports,
manuals, SMS, social media chats, etc. It can be between two or more
people. Examples 1. A
manager writing an appreciation e-mail to an employee. 2. Writing
a letter to grandmother enquiring about health. |
|
Small Group Communication |
This type of communication
takes place when there are more than two people involved. Each participant
can interact and converse with the rest.
Examples 1. Press
conferences 2. Board
meetings 3. Team
meetings |
|
Public Communication |
This type of communication takes place when one individual
addresses a large gathering. Examples 1. Election
campaigns 2. Public
speeches by dignitaries |
Advantages of Verbal Communication
Ø It
is an easy mode of communication in which you can exchange ideas by saying what
you want and get a quick response.
Ø Verbal
communication also enables you to keep changing your interaction as per the
other person’s response.
Disadvantages of Verbal Communication
Since verbal communication depends on written or
spoken words, sometimes the meanings can be confusing and difficult to
understand if the right words are not used.
NON-VERBAL COMMUNICATION
Non-verbal communication is the expression or exchange
of information or messages without using any spoken or written word.
In other words, we send signals and messages to
others, through expressions, gestures, postures, touch, space, eye contact and
para language.
Importance of Non-verbal Communication
In our day-to-day communication
• 55%
communication is done using body movements, face, arms, etc.
• 38%
communication is done using voice, tone, pauses, etc.
• only
7% communication is done using words.
|
Non-Verbal Communication |
Example |
|
Gestures |
1. Raising a hand to greet or say goodbye 2. Pointing your finger at someone |
|
Expressions |
1. Smiling
when you are happy 2. Making
a sad face when you are sad |
|
Body Language |
Postures by which attitudes and feelings are
communicated. Standing straight, showing interest. |
TYPES OF NON-VERBAL COMMUNICATION
|
Type |
What it means |
How to use
effectively? |
|
Facial Expressions |
Our expressions can
show different feelings, such as Happiness, Sadness, Anger, Surprise, Fear,
etc. |
•
Smile when you meet someone. •
Keep your face relaxed. •
Match your expressions with your words. •
Nod while listening. |
|
Posture |
Postures show our
confidence and feelings. For example, a straight body posture shows
confidence while a slumped posture is a sign of weakness. |
•
Keep your shoulders straight and body
relaxed. •
Sit straight while resting your hands and feet
in relaxed position. •
While standing, keep your hands by your
sides. |
|
Gestures or Body Language |
Gestures include body
movements that express an idea or meaning. For example, raising a hand in
class to ask a question and biting nails when nervous. |
•
Keep your hands open. •
Avoid pointing your finger at people. •
Tilt your head a bit to show that you are
attentive. |
|
Touch |
We communicate a great
deal through touch. For example, a firm handshake to display confidence and
pat on the back to encourage someone.
|
•
Shake hands firmly while meeting someone. •
Avoid other touch gestures during formal
communication. |
|
Space |
Space is the physical
distance between two people. The space between tow persons while
communicating, generally depends on the intimacy or closeness between
them. |
• Maintain proper
space depending on the relationship, which could be formal or informal or the
closeness with the person with whom you are talking. |
|
The way we look at
someone can communicate a lot. Eye contact shows that we are paying attention
to the person as opposed to looking away, which can make the other person
feel ignored. |
•
Look directly at the person who is
speaking. •
Avoid staring; keep a relaxed look. •
Maintain eye contact with intermittent
breaks. |
|
|
How we speak affects
our communication and includes the tone, speed and volume of our voice. For
example, talking fast may show happiness, excitement or nervousness while
speaking slow may show seriousness or sadness. |
• Use a suitable tone
and volume • Maintain a moderate speed while
talking |
VISUAL COMMUNICATION
Visual communication proves to be effective since it
involves interchanging messages only through images or pictures and therefore,
you do not need to know any particular language for understanding it. It is
simple and remains consistent across different places.
Examples of
Visual Communication
COMMUNICATION CYCLE AND IMPORTANCE OF
FEEDBACK
Feedback is an important part of the communication
cycle. For effective communication, it is important that the sender receives an
acknowledgement from the receiver about getting the message across.
While a sender sends information, the receiver
provides feedback on the received message.
Translated to the work environment, when you observe someone perform
their work and then, communicate with them to help improve their performances,
you are giving feedback.
TYPES OF FEEDBACK
|
Type of Feedback |
Examples |
|
• I
noticed you finished the work perfectly. Great job! • I
really appreciate you taking that call. Can you please also share the
details? |
|
|
• You
keep forgetting to smile at the hotel guests when you talk to them. • You
take really long to reply to e-mails! Are you always so busy? |
|
|
No Feedback |
• It is also a feedback in itself which indicates
disagreement of ideas. |
A good feedback is one that is:
• Specific: Avoid general comments. Try
to include examples to clarify your statement. Offering alternatives rather
than just giving advice allows the receiver to decide what to do with your
feedback.
• Timely: Being prompt is the key, since
feedback loses its impact if delayed for too long.
• Polite: While it is important to share
feedback, the recipient should not feel offended by the language of the
feedback.
• Offering continuing support: Feedback
sharing should be a continuous process. After offering feedback, let recipients
know you are available for support.
IMPORTANCE OF FEEDBACK
Feedback is the final component and one of the most important
factors in the process of communication since it is defined as the response
given by the receiver to the sender. Let us look at certain reasons why
feedback is important.
•
It
validates effective listening: The person providing the feedback knows they
have been understood (or received) and that their feedback provides some
value.
•
It
motivates: Feedback can motivate people to build better work relationships
and continue the good work that is being appreciated.
•
It is
always there: Every time you speak to a person, we communicate feedback so
it is impossible not to provide one.
•
It boosts
learning: Feedback is important to remain focussed on goals, plan better
and develop improved products and services.
•
It
improves performance: Feedback can help to form better decisions to improve
and increase performance.
7Cs of Effective
Communication
BARRIERS TO EFFECTIVE COMMUNICATION
Some common barriers to effective communication
include:
Physical barrier is the environmental and natural
condition that act as a barrier in communication in sending message from sender
to receiver. Not being able to see gestures, posture and general body language
can make communication less effective.
For example, text messages are often less effective
than face-to-face communication.
Linguistic Barriers
The inability to communicate using a language is known
as language barrier to communication. Language barriers are the most common
communication barriers, which cause misunderstandings and misinterpretations
between people.
For example, slang, professional jargon and regional
colloquialisms can make communication difficult.
Interpersonal Barriers
Barriers to interpersonal communication occur when the
sender’s message is received differently from how it was intended. It is also
very difficult to communicate with someone who is not willing to talk or
express their feelings and views.
Stage fear, lack of will to communicate, personal
differences can create interpersonal barriers to communication.
Organisational Barriers
Organisations are designed on the basis of formal
hierarchical structures that follow performance standards, rules and
regulations, procedures, policies, behavioural norms, etc. All these affect the
free flow of communication in organisations and therefore, need to be suitably
managed.
For example, Superior-subordinate relationships in a
formal organisational structure can be a barrier to free flow of
communication.
Cultural Barriers
Cultural barriers is when people of different cultures
are unable to understand each other’s customs, resulting in inconveniences and
difficulties. People sometimes make stereotypical assumptions about others
based on their cultural background, this leads to difference in opinions and
can be a major barrier to effective communication.
Ways to Overcome Barriers to Effective
Communication
• Use
simple language
• Do
not form assumptions on culture, religion or geography
• Try
to communicate in person as much as possible
• Use
visuals
• Take
help of a translator to overcome differences in language
• Be
respectful of other’s opinions
WRITING SKILLS — PARTS OF SPEECH
Writing skills are part of verbal communication and
include e-mails, letters, notes, articles, SMS/chat, blogs, etc.
In all these forms of written communication, we use
sentences to express ourselves. Sentences are important because they help to
clearly present the message.
A sentence always begins with a capital letter, and it
always ends with a question mark, full stop or exclamation mark.
CAPITALISATION
We know that all sentences begin with capital letters.
However, there are certain other points in a sentence where we should use
capital letters. ‘TINS’is a set of simple rules that help you capitalise words
correctly. Each letter in the word TINS refers to one capitalisation rule as
shown in below
Table
PUNCTUATION
Certain set of marks, such as full stop, comma, question mark,
exclamation mark and apostrophe are used in communication to separate parts of
a sentence for better clarity of message. Some common punctuation marks and
their rules are shown here in Table
BASIC PARTS OF SPEECH
The part of speech indicates how a particular word
functions in meaning as well as grammatically within the sentence. Some
examples are nouns, pronouns, adjectives, verbs and adverbs as shown in
Figure
Supporting
Parts of Speech Types
WRITING SKILLS — SENTENCES Parts of a
Sentence
We all know that almost all English sentences have a
subject and a verb while some also have an object.
Subject:
Person or thing that performs an action.
Verb: Describes
the action.
Object:
Person or thing that receives the action.
Examples:
Types of Objects
In a sentence, there can be two types of objects —
Direct and Indirect.
The objects provided in the above examples are called
direct objects since they are directly ‘acted on’ by the verb.
On the other hand, an indirect object answers
questions, such as ‘to/ for who.’
TYPES OF SENTENCES
Active and Passive Sentences 1.
Radha is reading a book.
2. A book is being read by Radha. The action (verb) in both sentences is
reading a book. But the ‘subject’ of both sentences is different. In the first
sentence, the subject (Radha) does the action. In the second sentence, the
subject (a book) receives the action.
Sentences where the subject does
an action are known to be in the Active
voice, whereas sentences in which the subject receives an action are known
to be in the Passive voice.
Examples
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