What is Communication Skills ?
Communication Skills means how do we communicate with each other. The
way of presenting our information is very important. Communication Skills
include those areas which deal with our talking, writing, expressing our
views. By reading this chapter you will understand how to communicate with
others decently. This includes the overall development of your personality.
Session 1: Methods of Communication
The word ‘communication’ comes from the Latin word commūnicāre, meaning ‘to share’.
Clear and concise communication is of immense importance in work and business
environment as there are several parties involved.
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.
Communication Process and Elements
The various elements of the 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 acknowledgment and response to the message.
Methods of Communication
· Face-to-face informal
· communication
· e-mail
· Notices/Posters
· Business Meetings
· 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
Session 2: Verbal Communication
Verbal communication includes sounds, words, language, and speech. Speaking is one
of the most effective and commonly used ways of communicating. It helps in expressing
our emotions in words.
Type of Verbal Communication
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.
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.
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.
Public Communication: This type of communication takes place when one individual
addresses a large gathering.
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.
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
Think Before You Speak
• Think about your topic.
• Think about the most effective ways to make your listeners
Understand the topic.
Write or note down whatever you plan to say.
Concise and Clear
Speak clearly, loudly and at moderate speed.
Be sure the information you want to share is to the point.
Do not repeat the same sentences.
Confidence and Body Language
Be confident.
Maintain eye contact, stand straight and be attentive.
Be friendly.
Session 3: Non-verbal Communication
Non-verbal communication is the expression or exchange of information or messages
without using any spoken or written word.
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
• Facial Expressions
• Posture
• Gestures or Body Language
• Touch
• Space
• Eye Contact
• Paralanguage : tone, speed and volume of our voice.
Examples of Visual Communication
Session 4: Communication Cycle and the Importance of
Feedback
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.
Types of Feedback
• Positive Feedback
• Negative Feedback
• No 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.
Session 5: Barriers to Effective Communication
What is Effective Communication?
Effective communication follows the basic principles of professional communication
skills.
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. Not being able to see
gestures, posture and general body language can make communication less effective.
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 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
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
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
Explain 7 C's of Communication
Session 6: Writing Skills — Parts of Speech
Writing skills are part of verbal communication and include e-mails, letters, notes,
articles, SMS/chat, blogs, etc.
Capitalisation Rules
Punctuation : Full stop, Comma, Question mark, Exclamation mark
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 ,adverbs , Conjunctions, Prepositions, Interjections
Session 7: Writing Skills — Sentences Active and Passive
Sentences
Types of Sentences
1. Statement or Declarative Sentence
2. Question or Interrogative Sentence
3. Emotion/Reaction or Exclamatory Sentence
4. Order or Imperative Sentence
