UNIT 1: COMMUNICATION SKILLS

COMMUNICATION

Transference of information by signs and signals speaking, writing or using some other medium
and means is called 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

The various elements of a communication cycle are:

Sender: the person beginning the communication.

Message: the information that the sender wants to convey.

Channel: the means by which the information is sent.

Receiver: the person to whom the message is sent.

Feedback: the receiver’s acknowledgement and response to the message

METHODS OF COMMUNICATION

Method Description
Face-to-face informal There is nothing better than face-to-face communication. It helps the
communication 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 low-cost.
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.
Choosing the right method of communication depends on
• target audience
• costs
• kind/type of information
• urgency/priority
 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

Advantages of Verbal Communication

It is an easy mode of communication in which you can exchange ideas by saying what you want and get
a quick response. 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.

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.
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. Feedback can be positive or negative.
A good feedback is always
• specific
• helpful
• kind

Importance of Feedback

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 focused 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.
Barriers to Effective Communication
Physical barrier
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
Language barriers are the most common communication barriers, which cause misunderstandings
and misinterpretations between people.
Interpersonal Barriers
Barriers to interpersonal communication occur when the sender’s message is received differently
from how it was intended.
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.
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