Communication Skills

1.1. Introduction
All living species on the earth whether plants, micro-organ isms, birds, animals or human beings possess communication
ability. God has gifted human beings with the open vocal system which makes them unique and better communicators
their fellow
among all living species. Communication is as old as human civilization. People used to communicate with
beings by means of sounds, signals and gestures when they were not equipped with words. Later they developed
vocabulary.
on ItToday
the earth. is communication whichto hasimagine
it is impossible transformed mankind
our lives withoutintocommunication.
the most developed, rationalhasandprovided
Technology prosperous group
different
media for faster, better and effective communication. In spite of possessing efficient and sophisticated means of
communication, many times, man fails to communicate the intended message. This is because of lack of communication
skills. Hence communication skills is an art which needs to be learnt, developed and practiced.
According to Robert Frost, "Half the world is composed of people who have something to say and can't, and the other
half who have nothing to say and keep on saying it" A good professional should not be in either of the categories
because one should be able to speak as wellas should have someth ing to speak. However, there is a lot of difference
between communicating somehow and communicating with skills. For communicating with our colleagues, making a
phone call, sending a text message, commenting on a post on whatsapp, twitter, facebook or on any such media, one
needs effective communication skills. Thus, effective communication skills play an important role in establishing
personal and professional relationships. Many companies invest a huge amount of money as a part of training to develop
the communication skills of their employees as they consider effective communication skills the backbone of business
organizations.
Communication usually means speaking, writing or sending a message to another person. It involves a number of
choices and decisions, but for being natural and professional our communication needs to be more effective and
carefully chosen. It plays a prominent role in the functioning of various organizations. Apart from this, one needs to be
equipped with effective communication skills, as it will make our life happy and successful. In order to develop effective
communication skills, one should acknowledge the fact that communication skills need to be improved from time to
time. The more you accept your strengths and work towards dealing with shortcomings, especially in the area of
communication skills, the better will be your interaction and the more will be your social popularity. The current chapter
enables the readers to understand the need and importance of developing communication skills (both verbal and non
verbal) and its various aspects.
1.2. What is communication?
Basically. the word communication has been derived from the Latin word communis', meaning to share.
Communication is defined by different experts as follows
G.G. Brown
"Communication is transfer of information from one person to another, whether or not it elicits confidence. But the
information transferred must be understandable to the receiver."
Louis A. Allen
*Communication is the sum of all the things one person does when he/she wants to create understanding in the mind of
another. It is a bridge of meaning. It involves a systematic and continuous process of telling, listening and
understanding."
D.E. McFarland
"Communication may be broadly defined as the process of
specifically, it is the process by which meanings are perceived andmeaningful interaction among human beings. More
understandings are reached among human beings.
 2 Communication Skills - B. E/B.T'cch. (Sem- Vh
Millet
"Communication is blood stream of an organization."
Chester 1. Barnard

Communication is a means by which people are linked together in an organization to achieve a common purpose,"
For a layman
"Communication is the process of exchanging information, ideas, thoughts, feelings and emotions through speech,
signals and writing" It is a two way process which is continuous and dynamic, contextual, inevitable and persuasive.
The ability to convey information to others effectively is known as communication skill. We must realize that we all are
different in the way we perceive the world and hence, while communicating, it is important to keep the following
parameters in mind:
Ask yourself: Whom? What? How? When? Where? Why?
Whom: Towhom are you speaking? You need to know their background and interests.
What: What do you wish to communicate? Your communication will be more successful if you are crystal clear
about what you have to say.
Y How: How can you best convey your message? This depends on the time and effort you have spent in planning
your communication.
When: When are you delivering the message? As timing is important, develop a sense of conveying the
message at proper time. Havea careful consideration on when tocommunicate and when to avoid.
Where: Where does one intend to communicate? Consider the physical context or location for communicatin
that you have in mind?
Why: Why are you communicating? Whether to inform, entertain or persuade? The receiver grabs the message
only when it fulfills his/ her requirem ents. Hence one should always communicate with easy-to-understand
examples, which demonstrate your message.
1.2.1. Role of communication in society
The process of communication is quite natural that builds relationship amongst the individuals as well as binds people
and society together. A welladvanced society is built only with human interaction as this leads to exchange of ideas.
thoughts and feelings. A society which lacks communication amongst the people severely affects social solidity and
cohabitation. Progress and prosperity comes to a standstill if there is no effective communication. The way we
communicate with others and with ourselves ultimately determines the quality of our lives. Effective communication is
imperative to lead a true social life with the fellow beings. Thus, communication is important:
"For existence of society
" Tomaintain good human relationsh ip
" To understand the need of today's world
" For planning and co-ordination
"For free exchange of ideas and suggestions
" To achieve certain goals
1.2.2. Importance of communication in business
Communication is the lifeline of abusiness organization. It is essential for realizing the objectives of an organization. In
business, effective communication is important because -
" Itestablishes as well as disseminates the goals of abusiness organization.
" It helps in smooth and unperturbed functioning of an enterprise.
" It is vital in planning, coordination and decisions.
" It is a basic tool for motivation to attain maximum production by maintaining good human relationship in the
organization.
Chapter- 1: Communication Skills
far off distances.
" It works as an effective link between branches of the organization situated at
" It helps in publicizing goods and services.
skills, as this is what will make you
Apart from the basic necessities, you need to be equipped with good communication
a happy and successful social being.
1.3. Process of effective communication
Effective communication refers to aset of techniques used for expressing ideas effectively and the technology of
tran'smitting the information by print or telecommunication media. It is a two-way process. The elements of
(v) feedback as shown in
communication process include (i) messenger (ii) message (iii) channel (iv) recipient and communication
Fig. 1.1. Apart from this, environment is also considered as an important factor in effective as it is the
physical and psychological space in which the communication takes place. Let us discuss each element in detail
Messenger
Messenger is the one who sends the in formation in the form of message. The information to be sent by the messenger
comes up with an idea, which is then en coded in the form of words, images, sounds, body language, etc. which is later
shared with others.

Message
Message refers to the information or subject matter, the messenger intends to share. The information may be opinions,
feelings, instructions, requests or suggestions.
Channel

Various modes or medium used to transmit and receive the information are referred as "'communication channels". There
are many communication channels such as speaking. writing. graphics and video, which describe their role in the
process of communication. The channel should have at-least some code in common such as language (accent,
pronunciation, vocabulary, etc.), non-verbal symbols, etc.
InformationlInput Message BehaviourlOutput
Channel
What I
What Imean Speaking understand
Writing
Graphics
Coding Video etc Decoding

Atleast some co de is common

Messenger Recipient
Feedback

Fig. 1.1: Process of communication

Recipient
The recipientis the person for whom the message is intended. He/she receives the message and decodes it in an attempt
to understand the intentions of the messenger.
Feedback
It is the last but important factor in the process of communication. It helps to understand the effectiveness of the
message. It also tells the messenger whether the receiver has received the intended message or not: he/she liked or
disliked it; the medium selected for the process was effective or inappropriate; etc.
 Communication Skills - B. E./[Link]. (Sem- VII)
4 suitable forme
communication, the messenger visualizes ideas, encodes them into
Thus, in the process of effective
appropriate channel (email, phone, speech) to of the recipient. The
(facts, figures, pictures) and sends them through process communication
comprehends the in formation sent by the messenger, sends feedback and the the messenger
recipient process denoting continuous flow of information between
continues. Thus, communication is a cyclic else ineffective,
process of communication is said to be effective or
and the recipient. If this flow continues, the
1.4. 7C's of effective communication
7C's of communication, also known as the 7 principles of communication, ensure a pathway to effective
The
communication. They include
" Completen ess
" Concreteness
" Courtesy
" Correctness
" Clarity
" Consideration
" Conciseness

1.4.1Completeness
The process of communication must be complete in all aspects. It should convey all the information required by the
audience. The messenger must take into consideration the recipient's mindset and convey the message accordingly.
Thus, a complete communication always gives additional information wherever required. It Heaves no question in the
mind of the receiver. This helps in better decision-making by the audien ce/readers/receivers of the message as they get
all the desired and crucial in formation. For example, let us consider the statement "I want to build an office in a large
area". In the cited example, the information is incomplete because, a large area doesn't specify the actual area.
1.4.2. Concreteness
Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens
figures leaves nothing to
confidence of the communicator. Concrete message supported with specific facts andmisinterpreted.
imagination. It makes use of words that are clear and helps to build the rapport; hence not For example,
the information is concrete
let us consider the statement I want to build an office in 1000 x1000 [Link] area". In this case,
as the exact area, within which an office is to be constructed is specified.
1.4.3. Courtesy
In addition to considering the feelings and views of the target group, it is also important to approach the audience inUsea
friendly and courteous manner. The sender of the message should be polite, judicious, reflective and enthusiastic.
of terms that show respect for the receiver contributes towards effective communication. The same goes for the manner
in which you address someone. Hence, courteous message is positive and focused at the audience.
1.4.4. Correctness
Preference is always given to correct use of language. In written communication, grammatical errors must be avoided
and stylistic lapses or wrong usage of verbs is to be taken care of. Correct use of language increases its trustworthiness
and creates greater impact on the audience/readers. It also checks the precision and accuracy of facts and figures used in
the message.
[Link]
Clear or plain language is characterized by short sentences, concrete words and sensibility. Briefly-worded information
emphasizes the essence of the message. Clarity implies highlighting on aspecific message or goal at a time, ratherthal
trying to achieve too much at once.
1.4.6. Consideration
Effective communication must consider the audience's view points, background, mind-set, education level, etc. Tns
helps us to en visage the requirements, enmotions as well as problems of the audience. Ensure that the self-respect of te
 Chapter - 1: Communication Skills
audience is maintained and their emotions are not hurt. Try to emphasize on a suitable approach, which stimulates
positive reaction from the audience. Be optimistic and emphasize on "what is possible" rather than '"what is impossible".
1.4.7. Concisen ess
Conciseness is the basic necessity for effective communication as it saves time of the audience/readers. One should try
to highlight the main message and avoid using excessive and unnecessary words. Thus, conciseness means
communicating what you want to convey in least possible words without forgoing the other C's of communication.
1.5. Language skills of communication
Listening, speaking, reading and writing are the important parameters of
communication, also known as language skills as depicted in Fig. 1.2.
These language skills are quite necessary for effective communication in
any environment. These four capabilities allow an individual to
comprehend and develop language for proper and effective interpersonal Listening Speaking
communication.

Listening
It refers to the ability of a person to understand oral message or decode
the encoded message. It is important during meetings, personal
interviews, group discussions and on various occasions. Epictetus said, Reading Writing
We have two ears and one mouth so that we can listen twice as much as
we speak". Thus, the process of communication is incomplete without
listening.
Fig.1.2: Language skils of communication
Speaking
It refers to the ability and fluency of a person to deliver the message effectively. The one with good speaking skills is
able to persuade people, win friends, negotiate fruitfully, motivate others; and even stands apart from the crowd.
Reading
Reading is the key to learning. A voracious reader acquires good vocabulary, Writing
better understanding of variety of topics, thinks creatively and logically. 9%
Reading opens vast arena of information and helps to develop emotionally,
mentally and psychologically. Reading
16%
Writing Listening
45%
It refers to the ability of a person to communicate his/her ideas or feelings in
the form of words through e-mail, letter, memo, notice, circular,
proposal, etc. The conveyor needs to be perfect in grammar andpunctuation report, Speaking
as sometimes the meaning of the message changes due to ambiguous writing.
30%

Fluency in any language is the combination of all these four language skills of
communication and listening plays a vital role to accomplish effective
communication as it takes highest percentage amongst all [Fig. 1.3} Fig.1.3: Contribution of different language
1.6. Modes of communication skills in the communication process
Modes of communication broadly depend on two factors based on i) relationship between the
situation/ability as shown in Fig. 1.4. communicators and (i)
1.6.1. Communication based on relationship
Based on relationship between the communicators, communication can be classified into two
and informal communication. Sometimes, both formal categories namely formal
and informal communication overlaps, but they are rather distinct
types communication. It is quite easy and interesting to recognize the differences
of
between them.
6
Communication Skills -B. E./[Link]. (Sem- VIn
[Link]. Formal communication
Formal communication refers to the flow of official in formation through proper, predefined channels. Controlled flow of
information and deliberate efforts are needed to communicate effectively. Formal communication follows a hierarchical
structure and chain of command. In simpler words, it is the communication which is made in an organization with
seniors and officials. Hence certain rules and regulations are to be followed during this formal communication. The
in the organization funnel down to lower
structure is typically top down. Leaders in various departments and senior staff performing their duties.
level employees who are bound to follow formal communication channels while It is considered
effective as it is a timely and systematic flow of communication. Comprehensive list pertaining to the types of formal
communication includes memos, meetings, conferences, letters, presentations, speeches, electronic mails, etc.

Modes of communication

Based on relationship between Based on situation/ability Eye contact

communicators
Facial expression

Verbal Non verbal Posture

Fermal ..... Informal
Gesture
Kinesics
Oral Physical
appearance

Vocalies Tone volume

Written
Pitch
Visual
Chronemics Rate of words

Haptics
Intimate distance

Personal distance
Proxemics
Social distance

Public distance

Fig.1.4: Classification: Modes of communication

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Chapter- 1: Communication Skills
[Link].1. Dimensions of formal communication
Within the organizational set-up, formal communication can make up any of these forms as shown in Fig. 1.5.
Dimensions of formal
communication

Downward flow

Upward flow
Horizontal flow
Diagonal flow

Fig.1.5: Dimensions of communication process

Downwardflow of communication
Communication that flows from a higher level to a lower level in an organization is referred as downward flow of
communication. In other words, it is a communication from superiors to subordinates with achain of command. It is the
most common form of formal communication, used by the managers to transmit work-related information and job
instructions to the employees at lower levels to meet certain goals as per the expectations. t also helps in providing
feedback on employees performance and highlighting the areas of attention. It inchudes orders and instructions
represented in oral or written format, that include organizational publications, reports, e-mails, circulars, letter to
employees, group meetings, etc.
Upward flow of communication
Communication that flows from a lower level to a higher level in an organ ization is referred as upward flow of
communication. In other words, it is a communication, which passes from subordinate levels to management and senior
levels. Common forms of upward communication include repots, suggestions, requests, feedback and complaints to
their seniors. It can also be used by the employees to share their views and ideas and to participate in the decision
making process. Upward communication leads to a more committed and loyal workforce in an organization because the
employees are given a chance to raise and speak dissatisfaction issues to the higher levels. The managers get to know
about the employees' feelings towards their jobs, peers, supervisor and organization in general Managers can
accordingly take actions for improving performance. Grievance redressal system, complaint and suggestion baxes, job
satisfaction surveys, etc. help in improving upward communication.
Horizontal flow of communication
Horizontal flow of communication refers to communication between individuals who are at same levels of hierarchy
within an organization, but have di fferent areas of responsibility and hence it is also known as lateral communication. It
facilitates co-ordination of the task, co-operation among team members and helps in solving various organizational
problems. Communication between managers of different departments pertaining to marketing. sales ete is the best
example.
Diagonal flow of communication
Communicationthat takes place between amanager and employees of other work-groups in an organization is called
diagonal flow ofcommunication. It generally does not appear on organizational chart. For instance -To design atraining
module, a training manager interacts with operations personnel to enquire about the way they perform their task. This
type of communication occurs when employees of different departments at different levels communicate with each other
irrespective of the chain of command. Communication between the manager of quality control department and the sales
team of marketing department is an example of diagonal communication
[Link]. Informal communication
Informal communication is a type of communication made with the acquaintances like friends and parents. It is far more
relational than formal and is a natural form of communication as people interact with each other freely and can talk
8 Communi cation Skills - B. E/[Link]. (Sem- JIIN
about a diverse range of topics. Due to the inherent nature of informal communication, it flows faster. It also helps th.
employees to discuss work-related issues freely and build more productive and healthy relationships at the workplace.
Thus, both formal and informal communication is vital not only at workplace but also in day to day communication.
1.6.2. Communication based on situation/ability
Based on the situation/ability, communication can be classified into two categories namely verbal and non-verbal
communication. Verbal communication is the use of words to share informatign with other people. It can therefore
include both spoken and written communi cation and even visuals. On the other hand, non-verbal communication is the
sending and receiving of wordless [Link] verbal and non-verbal communication is very important. If they
don't match, the listener loses concentration and rely more on non-verbal communication.
[Link]. Verbal communication
Any communication which involves the use of words is defined as verbal communication. The use of words could be
oral or written. Verbal communication can be broadly classified into () oral, (ii) written and (iii) visuals.
[Link].1. Oral communication
Oral communication implies communication through oral track, which includes individuals conversing with each other,
be it direct conversation or telephonic conversation or technology driven communication. Speeches, presentations
discussions are all forms of oral communication. Face to face communication (meetings, lectures, conferences
interviews, etc.) is significant so as to build a rapport and trust. Being interpersonal, there is high level of understanding
and transparency in oral communication. As the feedback is spontaneous, decisions can be made quickly without any
delay. However, oral communication is less authentic than written communication as it is informal and not as organized
as written communication.
[Link].1.1. Levels of oral communication
Various levels of oral communication can be categorized as follows
Extra personal communication
Communication between human beings and non-human entities is called as extra personal communication. Receiver
responds in sign language. Parrot responding to your greetings is an example for such communication. In this type of
communication, understan ding is required between the sender and the receiver.
Intra personal communication
Communication with in a person's mind (within oneself) is called as intra personal communication. It is the basis of all
other communication. Mirror talk is an example of such communication. Our understanding, response of what we hear
and read, depends on our intra personal communication. During this communication, one should try to introspect who
you are and what you think of yourself. It also includes self-conversation, silent talk and many more as depicted in
Fig.1.6.

Silent Talk

Question Verbalization
Suggestion

Self
Self Tape Talk Mirror Talk

Written Partner Talk

Self Talk

Self-Comversation

Fig.I.6: Forms of intrapersonal communication

 Chapter- 1:Communication Skills
Inter personal communication
verbal or non-verbal
Inter personal communication is an exchange of information between two or more people through how the message is
methods. Inter person al communication is not just about what is actually satd. It also inctutes
conveyed through tone of voice, facial expressions, gestures and body language. Even without uttering a word, messages
personality and/or
can be tran sferred by using cues of posture, faciál expression and attire to convey emotional state,
intentiöns. Conversation between two or rmore frieñds is an example for such communication.
Organizational communication
an organization that takes place at different hierarchical levels is known as organizational
Communication Itin includes
communication. (i) internal communication (ii)_ professional communication (iii) external communication.
personal
Internal communication such as employee traintng modules, messaging around an organization"'s mission, inter external
communication between management and employees; professional communication such as emails and
communication such as public relations, announcements, press reteases; marketing materials and branding.
Mass communication
It is the process of communicating the information to the large section of population using mass media. It occurs when
the message is constructed and transmitted at distant places and often at different times. Mass communication is usually
limited to electroníc media, both recorded and live-televistoD, radio, film tápes, e-mails and so on. It is developing at a
faster pace with technological advancement.
[Link].2. Written communication

Written communication has great significançe in today's business world. It is an innovative activity of the mind.
Effective written communication is essential for preparing worthy promotional material for business development. It
involves careful choice of words, their organization in a corect order as well as cohesive composition of sentences.
Writing is more valid and reliable than speech. It is generally preferred where record maintenance is required. Legal
defenses can depend upon written communication as it provides valid records. Written communication helps in laying
down apparent principles, policies and rules for running an organization. Verbal speech is spontaneous while writing
causes delay and takes time as feedback is not immediate.
[Link].3. Visualcommunication
Visual communication is the practice of graphical representation of information to create meaning efficiently. So, it is
the transm ission of information and ideas using symbols and imagery. It is one of the three main types of
communication, along with verbal communication (speaking) and non-verbal communication (tone, body language,
etc.). In an academic context, the study of symbols and visual communications is called semiotics. Imagine that you are
on vacation in a foreign city, and you forget your way back to hotel. Ifyou were at your native place, you could stop and
ask someone for directions. But here, as you don't speak the language well, asking directions will not be the better
option. Instead, you can rely on maps, landmarks, routes and familiar signs, which successfully lead you back to your
hotel. In this scenario, you have found your way back almost entirely through visual communication. Thus, visual
communication is believed to b the type that people rely on most, as it inchudes signs, graphic designs, films,
typography and many other countless examples. Visual communication varies culture to culture, so one needs to be
aware of them before interpreting their meaning. For example, in Indian mythology, the symbol of swastik" is very
auspicious and lucky, but in Germany, the same symbol indicates fear.
[Link]. Non- verbalcommunication
Humans don't just communicate with words. They also communicate without words through expressions, gestures, etc.
The famous psychologist andanthropologist Ray Birdwhistellhas observed that 359% of human communication is verbal
and 65% is non-verbal. Non-verbal communication includes () Kinesics (i) Vocalics, (i)Chronemics (iv) Haptics and
() Proxemics. Non-verbal communication is unintentional. spontaheous and ünstructured but it supports verbal
communication. It influences how the message is received and interpreted by the receiver.
[Link].1. Kinesics
The word 'kinesics comes from the root word kinesis, which means 'movement," and refers to the study of eyes,
arms, body and face movements. It includes eye contact, facial expréssions, postures, gestures and physical hands,
appearance.
Eye contact
Gaze is the term used to mean looking at a person. Eye contact is mutual gaze, considered as a form of body
which is important during communication. It is the most effective means of establishing rapport and making language,
best
 Communi cation Skills -B. E/[Link]. (Sem- J/In
10
and paying attention. The saying "The eyes are the
impression with the audience. It indicates that you are focusedemotional state, whether happy, sad or any other relate
window to the soul" aptly describes that your eyes reveal your
one can see the person's soul. So, always maintain e
emotional state. Eyes are so transparent that through them, that he/ she should not fix his/her gaze at one person
contact with your audience. However, a person must ensure
hand, too much fluttering of eyes could indicate lack of confidence.
more than 5 seconds. On the other
Facial expressions
Facial expression is a form of nonverbalcommunication, whichbody. includes anger, fear, confusion,happiness, sadness an4
surprise. Face is considered as the most expressive part of our It gives the best reilection of what aperson-feats
disgusted, surprised, contemptuous, angry or fearful [Fig.1.71, It ie
is eesy to recognize whether a person is happy, sad, speaking.
very important to Controf the fàciatexpressions while expressions For example, during public speech, if the presenter feels
that his/her speech is not going well then his/her aciat reveal the sign of losing hope. Instead, the presente.
the audien ce.
should try to control hisher emotions, get involved in presentation and connect with

Happiness Sadness Disgust Surprise Contempt Anger Fear

Fig.1.7: Ilustration: Facial expressions

Facial expressions are inherent assets of an individual and most of them are universally familiar. Among all, smile isa
powerfül communicative signal. It is an involuntary reflection of an internal emotional state. But smile should
complement verbal speech. It should be congruent with the speaker's words.
Posture
It generally refers to the way we hold ourselves, when we stand, sit or walk. Agood body posture indicates confidence.
There are four general human postures: standihg, sitting, squating and lying down. Most of our communication occurs
while we are stand or sit. Within each of these postures, there are many variations; and when combined with paticular
gestures or other nonverbal cues, they can express different meanings. One interesting standing posture involves putting
our hands on our hips; it is a nonverbal cue that we use subconsciously to make us look bigger and show assertiveness.
Fig. 1.8 indicates various postures along with their intended meanings.
Straight Posture: It reflects speaker's con fiden ce and self-control. A person with straight posture becomes
cynosure of all eyes.
Leaning forward: It shows speaker's enthusiasm, interest and respect for audience.
Y Leaning backward: It indicates negativity, disinterest and selfish attitude of the speaker.
Slouching to one side: It indicates disinterest, casual approach and lack of attention of the speaker.
Hunched shoulders: It reflects lack of confidence, low self-esteem and unpreparedness of the speaker.
In terms of sitting, leaning (both forward and backward) on a chair is not a good idea. One must sit upright in arelaxed
position. Leaning forward a bit will reflect your con fidence, leaning too much forward means impatience while too
much leaning backward [Fig. 1.9] indicates casual approach as well as disinterest in the entire process.
Chapter - 1: Communication Skills 11

X X X X
Fig.1.8: IIlustration: Standing postures

X X

Fig.1.9: Ilustration: Sitting postures

Gestures
Gestures refer to a type of non-verbal communication which uses a part of the body with or without verbal
communication. They generally refer to movements made by hands [Fig.1.10], head or hand-over tace |Fig.1.11].
Skitifut and appropriate gestures can add to the impact of verbal
communication. There are three main types of gestures:
adaptors, emblems and illustrators.

A
Fig.1.10: llustration: Gestures made by hands
 Communication Skills B. E./[Link]. (Sem- VID)
12

Thinking Interest/Evaluation Evaluation/Skepticism

Choosing

Boredom Deception Suspicious

face gestures
Fig.1.11: Illustration: Meaning conveyed by vario us hand-over
internal states typically related to excitement or
Adaptors are touching behaviours and movements that indicate two types: self-adaptors and object-adaptors.
They are of
anxiety. Adaptors can be targeted towards [Link]-adaptors
involuntary. manifest internally such as coughs or throat
They are usually unintentional and clenching
tapping foot or leg, biting lips, wringing hands,
clearing sounds, fiddling with hair, biting fingernails,subconsciously
jaw, forehead rubbing, ear pulling, etc. Many of us click pens, adjust one's clothing, play with
a way to do something
jewellery or engage in other object adaptors during classes, meetings or while waiting as
with our excess energy.
Emblems are gestures that have a specific agreed-on meaning. Okay sign atwith thumb and index finger joined to
someone, circling the index finger
form a circle with the other three fingers sticking up, finger pointing hands over and over in front of you
around at the side of your head says "He or she is crazy," or rolling your or in motion.
says "Move on'", ete. are examples of emblems. Gestures through emblems can be still
Unlike
Illustrators are the most common gestures used to illustrate the verbal message they accompany.
emblems, illustrators do not typically have meaning on their own and are used more subconsciously than
emblems. These involuntary and seemingly natural gestures flow as we speak but vary in terms of intensity and
gestures, we do it
frequency based on the context. Although we are never explicitly taught to use illustrative
automatically. For example, you might use hand gestures to indicate the size or shape of an object.
Physical appearance
Before a speaker utters a single word, he/she may impress the audience just with his/her appearance. It is said that first
is the last impression. Physical appearance speaks a lot about
impression attitude, a person's education, knowledge, confidence,
character, willingness and overall personality. A speaker, while communicating with public, must be
presentable and professionally attired to meet the expectations and requirements of the audience and the occasion. As a
speaker spends enough time and takes lot of efforts in preparing speech, he/she should invest enough time even for
his/her appearan ce., The speaker should always remember that all the eyes in the hall are on him/her. He/she would be
mieroscopically observed, in totality, by the audience throughout the speech. Hence the speaker should choose proper
attire, footwear, hair style, make up and accessories that suit him/her the most. The presentable appearan ce of the
speaker helps the audience to develop a kind of rapport and congruen cy with him/her. The moment the speaker enters
the hall, the audience starts judging him/her. Hence in order to gain and retain audience's attention, the speaker must
appeal to their aesthetic sense and this can be done with impressive physical appearance.
[Link].2. Vocalics
Vocalics communication is a subset of oral speech involving the phonological rather than the morphological or
syntactical level of language. It is the study of paralanguage (vocalized but nonverbal parts of a message), which
includes the vocal qualities that go along with verbal messages, such as pitch, volume, rate, vocal quality and verbal
fllers as depicted in Fig.1.12. We typically adjust our volume based on our setting, distance between people and
relationship.
Pitch helps to (i) convey the exact meaning as per the situation, (i) regulate conversational flow and (ii)
communicate the intensity of a message. Even babies recognize a sentence with a higher pitched ending as a
Chapter- I: Communication Skills 13
question. We also learn through observation and understand that greetings have a rising emphasis and farewells
have falling emphasis.
Speaking rate refers to how fast or slow a person speaks and can lead others to form impressions about our
emotional state, credibility and intelligence. As with volume, variations in speaking rate can interfere with the
ability of others to receive and understand verbal messages. Aslow speaker could bore others and lead their
attention to wander. Afast speaker may be difficult to folow. Dificulty in understanding due to fast delivery
can actually distract the istener. It is, therefore, better to use normal word limit of 125-150 words per minute
and avoid speaking too slow or too fast.

Vocalics

Pitch Tone Verbal fillers

Speaking rate

Fig. 1.12: Non-verbal cues of vocalics

Tone of voice can be modulated with pitch, volume and emphasis, but each voice has adistinct quality known
as vocal signature. Voices vary in terms of resonance, pitch and tone, and some voices are more pleasing than
others. People typically find those voices pleasing that employ vocal variety, are not monotonous, are soft
pitched and do not exhibit particular regional accents.
Verbal fillers are sounds that fill gaps in our speech as and when we think about what to say next. They are
considered as apart of non-verbal communication because they are not like typical words that have specific
meaning. Verbal fillers such as 'um', 'uh', like', and 'ah' are common in regular conversation. They are
tu generally used if the communicator needs to take a pause for a moment to think before continuing with verbal
communication.
[Link].3. Chronemics

Chronemics refers to the study of how time afects communication. Time can be classified into different categories
including biological, personal and physical time.
Biological time refers to the rhythm of liing things. Humans follow a circadian rhythm, meaning: we are on a
daily cycle that influences when we eat, sleep and wake up. When our natural rhythms are disturbed, our
communication competence and personal relationships can suffer. Thus, by maintaining biological time in mind,
one can communicate effectively with others.
Personal time refers to the ways in which individuals experience time that generaly varies on the basis of our
mood, interest level and other factors. Think about how quickly time passes when aclass of your own interest is
engaged in an effective manner and reverse is the case with disinterested class. Perception of individuals vary
based on whether they are future or past oriented. People with past-time orientations may want to reminisce
about the past, reunite with old friends and put considerable time into preserving memories and keepsake in
scrapbooks and photo albums. People with future-time orientations may spend the same amount of time making
career and personal plans, writing to-do lists, etc.
Physical time refers to the fixed cycles of days, years and seasons. Physical time, especially seasons, can affect
our mood and psychological states. Some people experien ce seasonal disorder that leads them to experien ce
emotional distress and anxiety with the changes in seasons.
[Link].4. Haptics
Haptics refers to the study of communication by touch. The sense of touch has the power to console someone at a
moment
of sorrow when wordsalone cannot. However, this positive power of touch counters threatening in some cases.
Lack of competence in non-vetbal communication, related to touch, can have negative interpersonal consequences. For
example,if a. person gives a fim handshake without knowtng its importanceand relevant circumstances,the other
person might make nggativE fudgment about hisher confidence or credibility. There are diferent types of touch
(Fig.1.13] including: functional-professional, social-polife, friendship-warmth, love-intimacy, etc.
 Communi cation Skills - B. E./[Link]. (Sem-1/)
14
is related to a goal or part of a routine professional interaction
At the functional-professional level, touchexpectant. For example, we let barbers, hairstylists, doctors, nurse
which makes it less threatening and more intimate or inappropriate ie
in ways that would otherwise be seen as
tattoo artists and security screeners touch us
not in a professional context.
Handshake
Touch of "A pat on the arm
"Barbers "Apat on the shoulder
" Hairstylists
" Doctors Social
Functional -
" Nurses professional polite
" Tattoo artists level
level
" Security sereeners

Love Friendship
intimacy -warmth "Sitting close
level level
"Touching face "Walking close side
"Holding hands by side
"Embrace

Fig.1.13: Non-verbal cues of haptics

help to initiate interactions and show that
At the social-polite level, socially sanctioned touching behaviours and
others are included and respected. A handshake, a pat on the arm a pat on the shoulder are examples of
social-polite touch. Shaking hands, especially in a professional environment, should be firm and not loose. An
Three basic attitudes
iron handshake [very strong handshake] can indicate that a person is trying to dominate. 1.14].
are transmittedthrough handshake and they are (i) dominance (ii) submissiveness and (iii) equality [Fig.
Dominance

Submissiveness

Equality

Fig. 1.14: Different types of handshakes

Turning the hand so that palm faces down during the hand shake reflects dominance.
Turning the hand so that palm faces upward during handshake reflects submissiveness.
V Turning the hand so that paim faces neither upward nor downward reflects equality.
At the functional-professional and social-polite level, touch still has interpersonal implications. The touch, although
professional and not intimate, between hair stylist and clients or between nurse and patient, has the potential to be
therapeutic and comforting. in addition, asocial-polite touch exchange plays into initial impression formation, which
can have important implications for how an interaction and a relationship unfold.
Atthe Friendship-warmth level, touch lets another person know that we care for, value and have interest in
him/her. This touch is probably the most difficult to interpre.
At the love-intimacy level, touch is more personal and is typically exchanged only between significant others
such as best friends, close family members and life partners. Touching faces, holding hands and full fronta
embraces are examples of touch at this level.
 15
Chapter- 1: Communication Skills
[Link].5. Proxemics
Proxemics refers to the study of how space and distance influence non-verbal communication. For example, when we
we
åre connected and attracted to someone, we say we are close to him/her. When we lose connection with someone,
may say he/ she is distant'. Let us ntoe closely examine the proxemie distances associated with personal space and the
concept of ter+toriality to better understand how proxemics functions in non-verbal communication.
andvarying
We all have
situation
definitions of what our "personal space" is, and these definitions are contextual and depend on the
the relationship. Scholars Have tentftet four zones which are public, social, personal and intimate
distance. The zones are more elliptical than circular, taking up more space in our front than at our side or back where we
can't monitor what people do [Fig. 1.15]. Even with in a particular zone, interactions may differ depending on whether
someone is in the outer or inner part of the zone.
Intimate space
When we breach the invisible line of 1.5 feet away from the speaker, we enter the intimate zone, which isreserved for
only the closest friends, family and partners. It is impossible to completely ignore people when they are in this space,
even if we are trying to pretend that we are ignoring them. A breach of this space can be comforting in some contexts
and annoying or frightening in others. Being close to someone and feeling their physical presence can be very
comforting when words fail. There are certain social norms regarding this type of closeness that can be displayed in
public, as some people don't like outsiders entering this zone.
Personal space
Much of our communication occurs in the personal zone, which extends from 1.5 feet to 4 feet away from us. Even
though we get closer to the other person, we may use verbal communication at this point to signal that our presen ce in
this
zone
time in thisiszone
fiendly and not intimate.
unnecessarily. Even
This zone peopleupwhointoknow
is broken each otherwhich
two sub-zones, could helps
be uncomfortable spending
us to negotiate too much
close interactions
with people we may not be close to inter-personally. The outer-personal zone extends from 2.5 feet to 4 feet and is
useful for conversations that ned to be private but that occur between people who are not inter-personally close. The
inner-personal zone extends from 1.5 feet to 2.5 feet and is a space reserved for communication with people we are
interpersonally close to or trying to get to know. In this sub-zone, we can easily touch the other person as we talk to
him/her; briefly placing a hand on his/her arm or engaging in other light social touching that facilitates conversation,
self-disclosure and feelings of closeness.

Public space
(12"+)

Social space
[4"-12"]

Personal
space
[1,5"-4")

Intimate
space
(0"-1.5"]

Fig. 1.15: Proxemics zones during communication

 Communication Skills-B. E./[Link]. (Sem- /I)
Social space
is typically in the context of a
Communication that occurs in the social zone is 4 to 12 feet away from the speaker. It professional settings
professional or casual interaction, but not intimate or public. This distance is preferred in manyarm's length" means that
because it reduces the suspicion of any impropriety. The expression "keep someone at an
many typical sized classrooms.
someone is kept out of the personal space and kept in the social/professional space. a
In
public zone. It is actually beneficial
much of the audien ce for a speech will actually be in a social zone rather than in consider sitting within
because it helps to establish a better connection with them. Students in large lecture rooms should
remembered by the professor, be
the social zone of the professor. Students who sit within this zone are more likely to be
acknowledged in class and retain more information because they are close enough to take important non-verbal and
visual cues. Students, who talk to the teacher after class, typically stand about four to five feet away, which keeps them
in the outer part of the social zone, typical for professional interaction s. Students willcome closer when they have more
personal information to discuss. This brings them into the inner part of the social zone.
Public space
Public space starts about 12 feet from a person and extends out from there. This is the least personal among the four
zones. When a high-profile or influential person like a celebrity or executive maintains such a distance as a sign of
power or for safety and security reasons, he/she is following public space. It would be difficult to have a deep
conversation with someone at this level because one has to speak louder and do not have the physical closeness that is
often needed to promote emotional closeness and to establish the rapport.
Thus, intimate and personal zones refer to the space that starts close to our physical body and extends to 4 feet. These
zones are reserved for friends and close acquaintan ces. While social and public zones refer to the space, which is nearly
4 feet away from the speaker; and the communication that typically occurs in these zones is formal and not intimate.
1.7. Barriers of communication
A barrier is an obstacle that distorts or disruptsthe message leading to failure of communication as it manipulates the intended
meaning of the message trom reaching the audience. Comimunication is effective if it flows freely in a loop between the
sender(s) and the receiver(s). Here, free flow refers to uninterrupted transmission of the information through an appropriate
medium, correct comprehension of the message by the receiver and a relevant and appropriate feedback from the receiver.
Misunderstanding. irrelevant responses and undesirable reactions are the consequences of a failed communication exercise.
Barriers to communication range from simple distracting noises to the most complex psychological factors. These barriers
may cause asimple communication gap or atotal failure of communication. Communication gap can be bridged but retrieval
ofa situation caused by miscommunication would be rather dificult. Barriers to effective communication can retard or distort
the message or intention of the message conveyed by the messenger, which is simply revealed by the feedback sent by the
recipient. Major barriers of communication could be due to
Limited vocabulary
Incompatibility of verbal and non-verbal messages
Emotional outburst
Poor listening skills
Lack of con fidence
1.7.1. Types of barriers
No matter how good you are, barriers do often occur during communication; some or the other time, at some or the other
point. Some major barriers that can hinder communication are illustrated in Fig. 1. 16.
[Link]. Physical barriers
Physical barriers are the barriers that often arise due to various factors such as time, distance, climate, etc. (Fig. 1.17]
that prevent individuals from effective communication.
Time and distance
Barriers related to time, such as delay caused in receiving the message due to physical distance between the sender and
the receiver, different time zones of the sender and the receiver of the message, etc. are known as chronomatic barriers.
Many times barrier is created due to passing a message at improper time. This may arise because of faulty calculation of
time due to long distance.
 Chapter - 1:Communication Skills 17
Distance adds more requirements and hinders the communication process. The more the distance; the more technical
channels are needed. The sender and the receiver need to include machines as media for encoding and decoding
messages. Bringing people together to work towards a common goal when they aren't even on the same continent
introduces real challenges to efficiency.

Mechanical Language Semantic

barriers barriers barriers

Psychological
barriers Organizational
barriers

Physiological Cultural
barriers barriers

Physical Barriers to effective Gender

barriers communication barriers

Fig.1.16: Barriers that hinder effective communication

Choice of medium

Medium and channels of communication must be decided on the basis of the role it plays, distance that must be covered.,
disturbances that might arise, etc. The medium that is suitable for a particular distance with the least noise should be
used for communication. If not, then the medium itself acts as a communication barrier and disrupts communication
flow. Mechanical and technical breakdowns such as computer crash, virus or no network coverage can occur anytime.
There are various media and channels of communication like face to face, oral communication, telephon ic, e-mail and
audio visual. No channel is ideal and perfect in every situation. If persuasion is to be made by a sales manager, face to
face communication is more suitable than talking on phone. Written communication is required in case of formal
relations. But while communicating with illiterate people, this channel fails. Illiterate people are to be communicated
orally and with the help of pictures. Face to face communication has the least physical communication barrier and is
easier as compared to other communication channels.

Physical barriers

Choice of Climate/
Time and Distance Information overflow
medium Environment

Fig.1.17: Causes of physical barriers

Climate/ Environment
Environmental barriers to communication can be anything that hinders effective communication due to certain factors in
the surroundings or external environment where communication takes place. Iftemperature of a place
is too high or low,
 Communication Skills - B. E./[Link]. (Sem- VI
18
send or receive. It promotes uncomfortable feelings which lead
people cannot concentrate on the information which they lighting
to environmental barrier. Similarly, inadequate or ex cess impairs proper visual communication.
Information overflow
by the receiver, then communication fails
When in formation becomes more than that can be received at a particular time thus
The receiver does not have the capacity to get all the information and can miss some important points or
desired outcome causing the
misinterpret the meaning of the whole message. The message, then, will not get theduplication
communication to be ineffective and act as a barrier. Work overload and information also lead to physical
communication barrier.
communication becomes
Thus physical barriers obstruct effective communication. If they are reduced or eliminated then
effective as there is less distortion and interference.
[Link]. Physiological barriers
Physiological barriers are the limitations of human body. They arise due to an individual's personal discomfort caused
by ill health, poor eyesight, hearing dificulties or some physical disability. Physical discom fort distracts attention from
communication and the message is not conveyed clearly. These barriers often limit or prevent a person with a disability
from fully participating in social, occupational and recreational activities.
117.1.3. Psychological barriers
Psychological barrier of communication influences the psychological state of the communicators (sender and receiver)
which creates an obstacle in effective communication. If the communicator is at stress due to a chronic illness, it may
impinge his/her communication with others. Communication is highly influen ced by the mental condition of the
communicators [Fig.1.18]. If the communicator is not emotionally well, he/she will not be able to communicate
properly.

Psychological barriers

Lack of Poor Distrust Emotions Perception

attention Premature retention
evaluation

Fig.1.18: Causes of psychological barriers

Lack of attention
It becomes very difficult to convey message to the passive listeners when they are disinterested or bored. Lack of
attention can occur due to various reasons. When a person is fearful, anxious, elated., angry or preoccupied with different
thoughts, heshe is not able to focus on the conveyed message, frame questions, focus on the matter, interpret amessage,
etc.
Premature evaluation
Many times a speaker is judged even before he/she opens his/her mouth. Many people form opinion about the speakers
and jump to conclusions even without knowing them. When the listener evaluates the speaker on the basis of his/her past
behaviour or opinion of others, he she is not able to grasp the message, creating barrier to communication.
Poor retention
Retention of information is the capacity of brain to store information. Brain does not store all the information it comes
across, but only the ones it considers useful for future. So, half the information is lost in the retention process. Similarly,
brain also loses information that is old and is not used for long time. Extracting the information is also a process in the
formation of message. Here, brain tries to remember the required information, the fragments of which have already been
lost. For example, you were told, in advance, about aperson coming to meet you and had been given the person's nam
 19
Chapter - 1: Communication Skills
address, phone number, etc. Now, you have to communicate the information to somebody else. At the time of
phone number. In this way poor retention acts
communication you may remember the name and address and forget the
as a barrier to communication.
Distrust
between them, the
Communication is successful when the communicators trust each other. If there is a lack of trust communication
it. Because of this,
receiver will always derive an opposite meaning from the message and may ignore his/her own ideas and opinions
becomes meaningless. The receiver does not trust the speaker when he/she tries to force
on the receiver.
Emotions
others as it has an impact
The emotional state of a person at a particular point of time affects his/her communication with
us. Emotions such as joy, sorrow, fear,
on the body language. Emotions are our feelings about the world aroundcommunicator
excitement, anxiety, tension, etc. may create barriers. Emotionally excited is unable to organize his/her
of communication.
message properly. The perplexed, nervous and excited state of mind never allows smooth flow
Perception
particular
It is a fact that we all see the world differently. Two persons can think differently at a particular situation, for a
person and in a particular time [Fig.1.19).
HALF
Fuu

A
Fig.1.19: Illustration of human perception
How we perceive ideas might be different from the one with whom we communicate. How and what aperson perceives
internally about what is going on externally is difficult to detect. This affects how we communicate with others and how
we receive messages communicated by others. Perceptual barriers, like most other barriers to communication, act as
filters to how we interpret messages.
1.7.14. Mechanical barriers
Technical sources of interferen ce in the communication process such as noisy communication, machines or instruments,
absence of means of communication instruments, transmission interruption and power failure are generally referred to as
mechanical communication barriers [Fig. 1.20|. This is not just limited to media such as radio and television; it also
includes machines used by people with hearing or speech impairments.
Noise
Mechanical instruments and machines require constant maintenance. Due to wear and tear, passage of time and with
regular use, their ability to function properly breaks down. Noisy reception interferes with their use as communication
tools. Defects in the machinery may also cause noise that creates a communication barrier.
Transmission interruption
There are many forms of transmitted communication; email, fax machines, pagers, cell phones, radio, etc. All of these
operate byreceiving transmitted signals. For any reason if there is an interruption in receiving the signal, there also exist
an interruption in the service. The duration and frequency of interruptions are based on the source of the signal. These
interruptions are mechanical communication barriers.
Power failure
Electronic devices used in communication are only useful if there is a steady source of power. Western countries often
take electricity for granted; however, the isolated locations and underdeveloped countries may depend on electricity that
is generated by a single source. Power failures cause a mechanical communication barrier.
 20 Communication Skills -B. E/[Link]. (Sem- Ias

Mechanical barriers

Transmission
Noise Power failure
interruption

Fig.1.20: Causes of mechanical barriers

[Link]. Language barriers
Language is needed for any kind of communication. Even people with speech impairments communicate with sie
language and Braille. Communication becomes difficult in situations where people don't understand each other
language. The inability to communicate using a language is known as language barrier. Language barriers are the mos
common communication barriers which cause misunderstandings and misinterpretations between people. These barriers
arise due to variety of reasons as listed in Fig.1.21.
Difference in language
Difference in language is the most obvious barrier to communication as two people speaking two different languages
cannot communicate with each other effectively. If the speaker and the receiver do not use the same language and
words, then the communication becomes ineffective. By using the words which the other person doesn't understand
makes the communication ineffective and prevents message from being conveyed.
Regional accents and dialects
The accent and dialect (use of words) of people belonging to different places differ even if their language is same.
Though the languages are technically same but when used with different dialects and accents; the meaning, implication
and interpretation of words become diferent, which may lead to various kinds of conflicts.

Language barriers

Difference in language

Regional accents and dialets

Linguistic ability

Grammar and spelling

Fig.1.21: Causes of language barriers

Linguistic ability
Linguistic ability is the expertise of a person in a particular language. If a person with high vocabulary and linguistic
ability talks with another with low ability, the receiver will not understand the sender's message. Hence too much
difference in linguistic ability leads to failure of communication.
Grammar and spelling
Grammar and spelling become a barrier in communication as people from different parts of the world use it differently.
Grammar and spelling mistakes create barrier in written communication. For example, there may be a typing error whel
the typist types 'don' in place of done'. The spelling and grammar checker of the computer does not label it as wrong as
 21
Chapter- 1:Communication Skills
don' is also a correct word. But the word can change the complete meaning of the sentence or make the senten ce
ambiguous.
[Link]. Semantic barriers
Semantic barriers refer to the misunderstanding between the sender and the receiver that may arise due to the different
meanings of vwords and other symbols used in [Link] usually arise when the information is not in simple
language and contains those words or symbols that have multiple meanings [Fig,1.22). Following are the main causes of
semantic barriers:
Homonyms
There are several words that carry different meanings and often people get confused with these words and interpret them
differently due to the diference in their educational and social backgrounds. Such as, the word 'Crane' has different
meaning in different contexts as shown in the sentences below:
Ex: The bird sanctuary is full of eranes.
The builder used a crane to lift heavy steel rods.
The girl has to crane her neck to watch the movie.
Hence the communicator must ensure that the recipient receives the same meaning which he intends to pass.
Wrong expressions
Many times, message is not formulated properly and the language used is so difficult that it can be misinterpreted by the
recipient. The message is said to be wrongly expressed if incorrect words are chosen, sentences are not properly
sequenced and punctuation marks are wrongly used. Such messages consume a lot of time to understand as it requires
corrections and clarifications.
Faulty translations
Sometimes the sender translates the message as per his/her level of understanding irrespective of the recipient's
comprehension level. For example, a manager collected information from his/her superiors and subordinates and
translated the same information to all employees as per the understanding level of the superiors. This may lead to
misinterpretation of the message. Thus, it is required to mould the message according to the understanding levels of the
employees to have an intended response. The message has to be put into proper words that are appropriate to the
framework in which the receiver operates it or it must be accompanied by an interpretation which is understood by the
receiver.

Semantic
barriers

Homonyms Wrong Faulty

Ambiguity Jargons
Choice of
expressions translations words

Fig. 1.22: Causes of semantic barriers

Ambiguity
Sometimes the sender makes assumptions about certainthings which he'she feels the receiver must know and focus only
on the subject matter. But in the case of a special message, if the assumptions are ambiguous and unclear to the receiver
then the communication might get adversely affected. For example, many times doctors write in the prescription 'SOS"
considering that the patient understands its meaning. But patient may not know that "sos means "use it if required". In
this case, thedoctor has made wrong assumption about the patient's level of knowledge.
Jargons
Jargons are the technical words used in commun ication. Often people working in the technical groups such as engineers,
production managers, IT managers, etc. use the technical jargons in their communication which may be quite dificult
for the layman to understand. For example, technical words used by professionals such as doctors, lawyers, etc. are
understood easily by people in the same profession. Words such as docket (a list of cases scheduled to be heard in the
22
Communication Skills -B. E./[Link]. (Sem- J/
court on a specific day or week) is a jargon used by the lawyers, Cellulitis (infected tissue beneath the skin) - is a inr
while it may be a barrier
used by the doctors. People in similar profession understand the technical words easily
others to understand such technical words.
Choice of words
While describing something, appropriate choice of words must be considered. The words used by a particular person +
nature. Words with two meanine
show their agreement on something can be taken as sarcasm which is negative in the proper meaning and can
homonyms, homographs, homophones should always be avoided as it doesn't send
interpreted in any other way. So, the message will not be sent as intended which acts as a type of language barrieri
communication.
for which
Thus, semantic barriers lead to misunderstan ding of the information and the objective of communication
was intended, gets disrupted.
[Link]. Organizational barriers
It refers to the hindrances in the flow ofinformation among the employees that might result in a commercial failure of an
organization. Major organizational constraints are listed in Fig. 1.23.
Rules and policies
Some organizations follow rules and policies very strictly. This may restrict employees from sending any message. For
example, ifit is the organization's policy that every communication should be in writing, it delays the transmission of the
message and hence decision making. Observance of rigid rules and regulations relating to communication causes late
delivery of message and discourages employees in conveying their creative and innovative ideas. On the other hand
organizations where such rules and regulations are flexible and communication is free, employees feel encouraged and
motivated to come up with new ideas and options.
Hierarchicalpositions
The employees of each organization are divided into several categories based on the level of their organization. The
communication between people occupying the top most position of hierarchy and the lower level occupants is mostly
formal. This formal communication can often act as a barrier to effective communication. For example, a lower level
employee may be reluctant to send a message to the higher authority due to fear of sending a faulty or incorrect message.
The greater the diference in hierarchical position, the greater is the communication gap between employees and
executives.

Rules and policies

Hierarchial positions

Organizational
Organizational barriers facilities

Complex
organizational
structure

Too many
transfer
stations

Fig.1.23: Causes of organizational barriers

 23
Chapter - 1: Communication Skills
Organizational facilities
communication
Organizational facilities include telephones, stationery, internet, wi-fi, fax, etc. provided to facilitate the
of the employees. On the other hand, the lack of such facilities can adversely affect communication.
Complex organizational structure
Communication is affected when the organízation has a large number of management levels. With more levels,
communication is delayed and the message may change before reaching the intendedcommunicate with each inother
receiver, particularly upward
in a
direction. Thus, communication is the key to success of an organízation. Employees
way that improves the organization as well as the overall quality of communication.
Too many transfer stations
Sometimes in big organizations, message gets transferred from one person to another and then to another person in the
form of a chain. The longer the communication chain, the greater are the chances of miscommunication. This is because
this,
attheevery station, the message gets distorted because of poor listening skills and lack of concentration. Apart from
message gets filtered out at every station as per the assumption of the sender and the receiver.
[Link]. Cultural barriers
In a multicultural environment, effective communication requires the ability and willingness to manage workplace
diversity to overcome cultural barriers. When we join a group and wish to remain in it, sooner or later we need to adopt
the behavioural patterns of the group. These are the behaviours that the group accepts as gestures of belonging. The
differences in cultural values cause socio-cultural barriers. Depending upon the geographical location, the may cultural
barrier may arise. People of western country, visiting India, if unaware with the Indian gesture Namaste' get
confused when greeted with joined palms than a handshake.
[Link]. Gender barriers
There exist noticeable differences between the thinking and speech patterns in aman and those in awoman. It is found
that male and female brains are structured to process information differently. This makes relation between women and
men complex posing many communication challenges. Each gender has a distinctive communication pattern and often
mistakenly assumes that the opposite gender thinks and acts as they do. This is where miscommunication arises because
each side believes that they are communicating clearly based on their own communication patterns but actually they are
not.

1.8. Methods toovercome the barriers of com munication

Communication is not always success ful. Miscommunication can originate at any level - transmitter, medium or
receiver. Aproper recognition of these communication barriers and the methods of overcoming them are essential for
proper communication flow. It is essential to overcome these communication barriers so as to ensure smooth and
effective communication. The speaker should ensure that the process of communication should be free from any kind of
barriers. The speaker should be familiar with several methods of overcoming communication barriers which can be
minimized through the following ways:
" Maintain clarity of speech
The speaker should be very clear about what he/she intends to convey. He/she should know the objective of the message
and therefore should arrange thoughts in a proper order.
" Be a fluent speaker
Afluent speaker can successfully complete a communication process. The listeners are always attracted towards a fluent
speaker and pay attention to what he/she says. The speaker needs to maintain hisher rate of speaking along with clarity
and brevity of speech.
" Be confident

Lack of confidence or shyness can become abig stumbling block in acommunication process. Aspeaker must remain
confident in the process of communication. Aconfident speaker wins half the battle and can overcome the barriers
easily.
 Communi

not be self-contradictory.
information should
message The organization.
24
consistency in message he/she gives. techniques ofthe
" Follow with the programmesand
should remain consistent
objectives, policies,
The speaker accordancewith the speaker should use noli
It should be in modulation Hence the voies
tone and voice communication process. his/her message by suitable
" Use right the
modulation may affect should be able to convey
improper voice speaker
Harsh tone and his/her message, The
delivering
tone while The
modulation. understood by the receiver,
language the language
which can be communication. Simple
" Use suitable should use used during
differences, the sender technical terms and jargons by the sender for better
language or used
To overcome explain meanings of unconventional Paraphrasing technique can also be
sender should language should be
used.
direct and natural
communication. It also
contact attention to the other person.
eye paying speaker when
" Make proper receiver shows that the
sender is
cannot avoid the
with the receivers
Maintaining proper eye
contact communication. Even the
enthusiasm and interest in the
indicates sender's maintained.
proper eye contact is
gestures, postures and facial expressions during communication;
the
" Use proper exxpressions are highly important
proper gestures, postures and facial cues, the communication can break or can
non-verbal
As non-verbal cues like while using them. In absence of proper non-verbal cues complements
speaker's
speaker should take care balanced use of
meaningless for the receivers. On the other hand,
become
message.
according to his/her own level or
interest
" Develop mutual message not
structure of the
The sender of the
communication should prepare the background of the receiver. This helps the sender to
understanding or
the level, the
ability but should keep in mind and also in getting constructive feedback from them.
receiver
develop a good rapport with the
feedback fromn the receivers
" Ensure appropriate information
whether the receiver has properly understood the meaning of the
out receiver.
The purpose of feedback is to find it is easy to get feedback from the reactions and movements of the
received. In face-to- face communication, communication, the sender should ensure proper
method of
communication or some other sort of him/her
But in case of written to improve his/her delivery of the message and direct
feedback. Feedbacks from the receivers help the speaker
delivery.
to adapt necessary changes in his/her style of
" Be a good listener
sender and the receiver should be good listeners. Both should
It is the essence of successful communication that both the
attitude. A sender can receive much relevant and
listen to each other's point of view with attention, patience and positive
needed information by being a good listener.
" Convey respect
The speaker should convey respect for the listeners through his/her body language. If the speaker respects the listeners,
they will also reciprocate the same and this would ensure smooth communication process.
1.9. Do's and Don'ts of communication
Ifa speaker takes special care of what to be done and what to be avoided while communicating, he/she can make tne
communication effective. Here are a few do's and don'ts that a speaker should follow [Fig.1.24]
 Don'ts

"Use the language known to both the

parties
"Be aware of your body language
"Be connected with the receiver "Don't be aggressive
"Speak confidently "Don't be nervous
technical jargons
" Have proper eye contact "Don't overuse abbreviations,
"Be clear and audible "Don't exaggerate expressions
"Paraphrase "Don't under estimate the receiver
"Listen actively and then give feedback "Don't react instantly
"Be open minded for persuation "Don't monopolize the conversation.
"Maintain appropriate distance "Don't be excited/em otionalknown/unknown
"Don't get distrubed due to
barriers
"Don't criticize
"Don't use negative statements
Do's

Fig.1.24: Do's and don'ts of communication

1.10. Review questions
1. What is communication? Explain its importance in daily life.
2. Explain the process of effective communication in detail.
3. Write a note on 7C's of effective communication.
4. Classify and explain different modes of communication in detail.
5. Differentiate between formal and informal communication.
6. Explain three di fferent levels of verbal communication.
7. Explain different forms of non-verbal communication.
8. Define the terms (i) postures (i) gestures (ii) proxemics.
9. Why is perfect coordination between verbal and non-verbal communication important?
10. Why do barriers occur during communication?
11. Explain the barriers of communication in detail.
12. Explain how semantic barriers hinder the process of effective communication.
13. Why is voice modulation important during communication?
14. Write anote on diferent types of handshake. What does each type signify?
15. How does environment act as a barrier during one's communication?
16. How can a person overcome the barriers of communication?
17. Explain any one situation or incident of your life where communication failed due to some barrier.
18. Explain any two barriers which you came across while attending classes.
19. Discuss in detail some ofthe non-verbal cues used by your favourite speaker while delivering a speech.
20. Explain an incident of your classroom where, due to improper or no feedback, the communication process
failed.
****