Unit 1 Communication
Skills
Communication
The word ‘communication’ comes from the Latin word commūnicāre, meaning ‘to
share’.
Three important parts of Communication:
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.
Communication Process
Elements of Communication
Elements of Communication Cycle
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
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.
By improving your verbal communication skills you will build rapport, and have a better
connect.
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.
Mastering Verbal Communication
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.
Types of Non-verbal Communication
Types of Non-verbal Communication
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
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.
Feedback can be positive or negative. A good feedback is always
• specific
• helpful
• kind
Types of Feedback
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
• 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.
7 Cs of Effective Communication
Barriers to Effective Communication
Barriers to Effective Communication
Physical Barriers
Physical barrier is the environmental and natural condition that act as a barrier in
communication in sending message from sender to receiver. 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. For example, slang, professional jargon and regional colloquialisms
can make communication difficult.
Barriers to Effective Communication
Interpersonal Barriers
Barriers to interpersonal communication occur when the sender’s message is received differently
from how it was intended. 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.
Cultural Barriers
Cultural barriers is when people of different cultures are unable to understand each other’s
customs, resulting in inconveniences and difficulties.
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
