Communication Skills
Unit 1
Deepa Ayachit
Agenda
Introduction of Communication Skills
The Communication process
Importance of Communication
Barriers in Communication
Types of Communication
Kinesics, Proxemics & Paralanguage
Steps to make communication effective
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Communication Skills
Derived from Latin Word “Communis” which means to share or to
participate
According to Davis “ it is the transfer of information from one person
to another person. It is a way of reaching others by transmitting
ideas, facts, thoughts, feelings and values.”
According to Hudson “Communication in its simplest form is
conveying information from one person to another”
Communication
Transfer of information and knowledge from
source to receiver.
It’s the process by which the sender/ source
reaches the receiver/ destination with thoughts,
ideas, feelings, facts & values.
Successful communication is said to be
accomplished when the receiver not only
receives the message but also accept, interpret
and use it in the manner intended by the source.
Communication is receiver centered.
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Characteristics of Communication
Involves two or more parties
It is a continuous process.
It is a two way process.
One or more is the sender with intentions to convey
It may move downward, upward, horizontally or diagonally.
It may be formal or informal
The intentions of the sender are expressed in a message
The message is communicated by the sender in terms of signals
along some medium
One or more of the other parties is a receiver. Receivers have the
ability to interpret the signals.
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Types of Communication
Classification of Communication
A. On the basis of organization structure
Formal communication
Informal communication
B. On the Basis of direction
Upward Communication
Downward Communication
Horizontal Communication
Diagonal Communication
C. On the basis of mode of expression
Verbal Communication
Non Verbal Communication
Communication Skills
Research shows communication is…
55% 7%
body language words
38%
style
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Elements in Communication
• Source of Communication ( Idea, thought, option,
information, plan)
• Sender of Communication
• Receiver of Communication
• Encoding (Language & Non Verbal cues)
• Message
• Channel (Formal or informal)
• Reception
• Decoding (Receiver’s perception + Interpretation)
• Use
• Feedback (suggestions for sender, Completes the
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7 C’s of Effective Communication
Aspects of communication
Involves human intentions and interpretation
Requires a wholly or partially shared context and set of conventions
(a sign-system)
Effective communication happens when there is a high
correspondence between the sender’s intentions and the receiver’s
interpretation of the message
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Importance of Communication
Increases adaptability in environment
Healthy organizational Environment
Both Organization & Individuals cannot exist without communication
Better management employee relations
Managerial functions depend on Communication
Essential for motivation and Attitude development
Good Communication is the foundation of sound management
– Peter Drucker
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Objectives of communication
Information
Order
Advice
Suggestions
Motivation
Persuasion
Warning
Education
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Channels of communication
Downward communication
Upward communication
Horizontal communication
Grapevine
Consensus
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Barriers to effective communication
Language and Semantic Barrier
Lack of common language
Semantic barriers
Poor Vocabulary
Poor knowledge of grammar punctuation
Inappropriate medium
Too much or too little
Too fast or too slow
Aggressive or submissive
In appropriate non verbal communication
In appropriate body language
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Barriers to effective communication
Using Jargons, technical language, Acronyms
threatening or attacking another’s self-esteem
gaming, attempting to manipulate or control receiver
by confusing or obscuring message like : expressing
disagreement without discussing actual issue or lack of
trust or presence of insecurity or using “we” instead if
“I”
failing to define message properly
failing to synchronize message and gestures
relying on false assumptions, like : the word means
same to all or everyone holds your point of view
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Barriers to effective communication
Organizational Barriers
Policy
Rules and Regulation
Hierarchical Barriers
Specialization of the workforce
Wrong choice of medium
Communication load
Physical Barriers
Noise
Time
Distance
Age
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Sex
Barriers to effective communication
Socio Psychological Barriers
Status Barriers
Attitude and values
Difference in perception
Inference
Abstracting
Closed Mindedness
Distortion, Filtering and Editing
Past Experience
Bad listening
Emotions
Halo Effect
Inattentiveness
Resistance to change
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Barriers to effective communication
preconceived opinion about the speaker
mind reading
passivity
selective listening
interfering
message vague in sender’s mind
failing to understand receiver’s background and
perception
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Visual 08
WHAT DO YOU SEE?
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Visual 09-A
Role of perception in communication
Our perception of people, events and experiences are influence by :
the learning we bring from our family
subsequent experience
education
relationships
….Cont
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How to Overcome Barriers
Orientation
Suitable Language
Good Listening
Use of Grapevine
Actions and Deeds
Clarity
Knowing the Receiver
Interpersonal Relationships
Feedback
Media of communication
Oral
Written
Non Verbal
Kinesics
Proxemics
Chronemics
Paralanguage
Artifacts
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Making Communication Effective
Short Simple Sentences & Unambiguous words
Face to Face Communication, wherever possible
Supplement with examples & Illustrations
Use Feedback
Plan the Communication
Positive and Pleasant approach
Appropriate tone, pitch, quality, intensity
Clarity of purpose of communication
Develop empathy with audience
Make Verbal message congruent with Non Verbal message
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Making Communication Effective
Clarity of thoughts and expressions
Adequate knowledge of the subject
Adequate knowledge of Receiver
Self confidence
Organization of message
Proper selection of media and channel
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Making Communication Effective (3)
Create environment for free expression of ideas
Use Credible source
Listen carefully
Preparing ground by communicating something of interest or value to audience
Align message contents from receiver’s view point
Understand Physical & human environment
Organizational Structure to minimize filtering
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Thank you !
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