Module 7

COMMUNICATION SKILLS
 Module 7 : Communication skills
Unit 1 What is communication?
Topic 1 Communication – essence and origin
Topic 2 Verbal communication
Topic 3 Non-verbal communication
 Module 7 : Communication skills
Unit 2 Communication skills
Topic 1 Communication skills
Topic 2 Communication models and listening in
communication
 Module 7 : Communication skills
Unit 3 Keys to effective communication
Topic 1 Formulating the correct message
Topic 2 Barriers
Topic 3 Cultural differences in communication
Module 7 : Communication skills
Activities
Further readings
References
Learning Objectives

• Learning the essence and origin of communication.

• Understanding on different types of communication and its specifics.

• Gaining information about the communication skills.

• Understanding how good communication can help in social inclusion

• Learning about keys to effective communication.

• Understanding what are the barriers to successful communication and how can we minimize them.

• Learning about different types of cultures in regards to communication

 Pre-test
Type : Multiple choice (true/false)

1. Effective communication is when the recipient understands the message as intended by the sender.
a. true
b. false

2. One-way communication or a monologue occurs when one person speaks a message, the interlocutor
gets only information without deepening it through questions.
a. true
b. false
 Pre-test
Type : Multiple choice (true/false)

3. Two-way communication or a dialogue occurs when one person communicates with another through
conversation and messages which are enriched with questions that allow to increase and verify the
message.
a. true
b. false

4. Good communication includes both speaking and listening

a. true
b. false

If all your answers are true you have a good pre-understanding of communication
 Unit 1
What is communication?
Topic 1: Communication – essence and origin

The term “communication” comes from Latin word “communicare“ meaning to share, divide out or literally “to make
common”.

Communication can be defined as a process by which information is exchanged between individuals.

It is done through a common system of symbols, signs or behaviour.

Good communication is essential in all areas of life as it helps to preserve good atmosphere which enhances gaining
knowledge and social inclusion
Topic 1: Communication – essence and origin

Effective communication is defined as communication between two or more persons in which the intended message is:

- properly encoded

- delivered through appropriate channel

- received

- properly decoded

- understood by the recipient(s)

Communicating effectively means that your ideas and concepts are being heard and people are acting upon them.

Communicating effectively means you are able to listen, understand, and take action on what other people say.
Topic 1: Communication – essence and origin

The seven Cs of effective communication:

• Clear - main ideas easily identified and understood.

• Concise - gets to the point without using unneeded words or images.

• Concrete - includes specific examples or explanations.

• Correct - in information, word choice, and grammar.

• Coherent - information presented in a logical sequence.

• Complete - when creating a message, it’s important to give the recipient all of the information they need to follow your
line of reasoning and to reach the same conclusions you have.

• Courteous - your messages should be friendly, professional, considerate, respectful, open and honest.
Topic 2: Verbal communication

Verbal communication is about language, both written and spoken.

In general, verbal communication refers to our use of words.

Verbal communication include sounds, words, language, and speech. Speaking is an effective way of communicating and
helps in expressing our emotions in words.

Verbal communication is any communication that uses language to convey meaning. It can include oral communication,
such as speaking to another person over the telephone, face-to-face discussions, interviews, debates, presentations and so
on. It can also include written communication, such as letters and emails.
Topic 2: Verbal communication
Some forms of verbal communication are written and oral communication.

Examples of Written Communication:

-Letters

-Texting

-Emailing

Examples of Oral Communication:

-Face-to-face conversations

-Speech

-Radio
Photo/image/graphic/video here
Topic 3: Non-verbal communication

Nonverbal communication is the transfer of information through the use of body language including eye contact, facial
expressions, gestures and more. For example, smiling when you meet someone conveys friendliness, acceptance and
openness. Everyone uses nonverbal communication all the time whether they know it or not.

Nonverbal communication plays a significant role in our lives, as it can improve a person's ability to relate, engage, and
establish meaningful interactions in everyday life. A better understanding of this type of communication may lead people to
develop stronger relationships with others.

Posture, vocal tone and eye contact can deliver subtle messages that reinforce what has being said to convey consistency
and trustworthiness.

Nonverbal communication is the act of conveying a thought, feeling, or idea through physical gestures, posture, and facial
expressions.
Topic 3: Non-verbal communication - elements

Forms of nonverbal communication are many and varied and can provide extensive insight into a person’s thoughts and/or
feelings. Forms of nonverbal communication can be categorized to better understand their place in everyday interactions:

- Gestures - for example, the movements of the hands, arms and head. With their help we emphasize elements of our
expression. Thanks to these movements, we express our emotional state.

- Facial expressions - on the one hand we express emotions, but on the other hand it is an element of emphasizing verbal
content

- Touch – for example handshakes, hugs, etc. which helps in building relationships.
Topic 3: Non-verbal communication - elements
- Eye contact - eyes are here the main relay of information, through their movements we build the impression of closeness

- Tone of voice is the range of pitch in the voice that may communicate something other than the words being spoken. For
example, sarcasm may give an individual’s words an entirely different meaning.

- Distance between interlocutors - we distinguish intimate, personal, social and open space. This differ in various cultures.

- Position of the body - this is the way a person sits and stands.

- Body movements may include any motion of the body.

- Non-verbal features of speech – for example the intonation of the voice or the rhythm of speaking. They emphasize our
intentions in relation to the interlocutor and thanks to them it can effectively influence others

- Para-language sounds - add variety to the communication process. They are signs of expression of feelings (laughter,
crying, sighs)

- Elements of the physical environment - this is related to the place in which the interlocutors are located.

- Physical appearance and clothes - it expresses the relationship we have to the interlocutor
 Unit 2
Communication skills
Photo/image/graphic/video here
Topic 1: Communication skills

After we have defined the term communication and stated why is it that important for life and work, now we may take a
closer look at more specific skills that can be helpful in providing good communication.

When it comes to skills connected with interpersonal contact some people have natural predispositions and inclinations to
use them in everyday situations even unconsciously.

However, there is no need to worry as each communication skill can be trained and developed easily, usually by
implementing only minor changes in our usual, everyday behaviour.

In this section we will present and explain some of them.

Photo/image/graphic/video here
Topic 1: Communication skills

• Active listening - As already stated earlier communication is not only expressing yourself, but also listening to the others.
Active listening is mindfully paying attention to the complete message being sent. You need to pay attention to the other
person very carefully and analyzing not only their verbal signals but also the non-verbal ones. It will be very positive to
use your own body language and gestures to show that you are engaged.

• Clarity and concision - Saying what you want in a clear, concise way, making sure you have passed on the most
important information.

• Ability to ask questions - When communicating, it is important to make sure that you are understood properly and you
understand the others. To check it you can ask various questions. This way you can avoid miscommunication. Clarify
certain points by asking questions and checking if what you understood is what they meant.

• Engagement - It involves paying attention to behaviour and words of your interlocutor. Being passionate about
communication process with others will result in others feeling better and trusting you more. Show your enthusiasm for
students asking questions and expressing themselves.
Topic 1: Communication skills

• Empathy - Empathy is the ability to understand and share the feelings of another. As communication is always
interpersonal it is vital to try to see the situation from other point of view and respect it.

• Feedback - It is the information received after specific action. When giving a feedback make sure you concentrate also on
positive sides. When obtaining it, listen carefully, ask clarifying question if needed and try to implement it later.

• Friendliness - Being seen as a friendly person can significantly raise the quality of communication you have with other
people, as they will trust you more as well as feel relaxed and in better mood.

• Open-mindedness - Instead of only getting your message across and forcing your ideas try to enter a dialogue with an
open-mind. Remember that the objective of communication is often exchanging ideas or creating solutions to problems.
Topic 2: Communication models and listening in communication

Usually, the person with good communication skills is the one that wants to make sure that there are no understatements or
quarrels present clarifying everything on time and making sure it is a safe and inclusive space.

Thanks to good communication people can develop themselves, learn new skills and exchange views on important topics.
Effective communication occurs between people when the recipient understands the message as intended by the sender. In
effective communication, the sender's information accurately reflects his intentions, and the recipient's interpretation
coincides with the sender's intentions. This is visible on the communication model presented below.

Source: https://mayecreate.com/blog/back-to-basics-the-basic-communication-model/
Topic 2: Communication models and listening in communication

It is important to note, that good communication consists of not only speaking, but also listening. When communicating, we
have to make sure, our interlocutors are given equal access to voice, can express their feelings freely and will be heard and
understood.

Communication differs depending on the fact with whom do we communicate. Therefore it is important to accordingly suit
our communication techniques to the students we are communicating with during the lessons.

Source: https://pixabay.com/illustrations/ear-auricle-listen-listen-to-2973126/
 Unit 3
Keys to effective communication
Photo/image/graphic/video here
Topic 1: Formulating the correct message

Formulating the correct message is vital in a communication process as it increases the probability of our interlocutors
understanding it. Some of the important points to include are:

• Accuracy in formulating information, expectations and emotions

• Clear main points of the message

• Logical flow of information

• Style matched to the recipient

• Grammatical correctness

• Monitoring the degree of understanding

Topic 2: Communication barriers

Communication barriers are obstacles which hamper the communication process. The examples of such are:

• Conducting communication in a superior or condescending manner.

• Use of fast and routinely expressed questions – this could suggest that you are not really interested in the message that
you are receiving.

• Rare reference to the thoughts of our interlocutor – such behaviour suggests that you are concentrated more on yourself
and your point of view than to the message that you are receiving.

• Frequent interruptions for asking questions or comments – it is important to avoid that behaviour as the fluency of the talk
suffers in such situations

• The use of jargon or complicated language.

Photo/image/graphic/video here
Topic 3: Cultural differences in communication

An important cultural difference when it comes to nonverbal communication is the display of

emotion: Some cultures are more restrained than others and refrain from excessive displays
of emotion in public or at all. Some cultures may also suppress facial emotion, believing an
animated face to show a lack of control over one’s emotions.

Eye contact is another aspect of nonverbal communication that differs across cultures. In the
United States, direct eye contact is generally considered to be a sign of trustworthiness and
interest in an individual’s words. However, in some instances, a prolonged gaze may be
considered by some to be a sign of sexual interest or attraction. In countries such as Japan,
eye contact is generally avoided, as direct eye contact may be considered to be
disrespectful. Yet in Arabic cultures, the opposite is true: eye contact is believed to show
interest and honesty.
Topic 3: Cultural differences in communication

Different level of expressiveness in cultures - The difference between animated

and restrained cultures concerns admissibility and role, expressing personal
emotions and attitudes in communication. Animated cultures are characterized by
high expression. Raising the voice, frequent interruptions of the speech, touching
each other (e.g. patting), long looking into the eyes during the conversation are
allowed. By representatives of restrained cultures this might be sometimes seen
as too loud, pushy, and talkative. For representatives of restrained cultures, the
most important is the verbal statement regarding the subject of the discussion.
Expressing the accompanying emotions and attitudes is not that important here.
They speak much quieter than representatives of animated cultures and do not
interrupt the statements of others.
Further Readings & Resources

● https://www.psychologytoday.com/blog/beyond-words/201109/is-nonverbal-communication-numbers-game

● https://mayecreate.com/blog/back-to-basics-the-basic-communication-model/

● https://www.skillsyouneed.com/ips/communication-skills.html

● https://www.mindtools.com/CommSkll/ActiveListening.htm

● https://www.youtube.com/watch?v=35AKeTz0BfA

● https://www.youtube.com/watch?v=YMyofREc5Jk
Activities
Photo/image/graphic/video here
Activity 1
Type : Multiple choice (Single answer)
1. What are the elements of non-verbal communication?
a. Facial mimicry
b. Eye contact
c. Para-language sounds
d. All of the above

2. Non-verbal signals reflect the attitude towards the interlocutor through gestures, facial expressions, posture, distance
from the interlocutor and outfit.
a. true
b. false

3. Non-verbal signals reflect the attitude towards the interlocutor, so it is important to becoming aware of one’s nonverbal
messages. Coherence and context between them is also important.
a. true
b. false
Activity 2
Type : Multiple choice (Single answer)
1. Active listening is focusing on the interlocutor and what he has to say to us. The four key techniques for active listening
are: Paraphrase, Clarification, Asking Questions, Reflecting.
a. true
b. false

2. The paraphrase is:

a. reflection of the interlocutor's feelings in our message to him.
b. asking the right number of questions to understand what the interlocutor is talking about,
c. repeating the key words of the interlocutor in your own words allows you to check whether you understand the intention
and content of his speech correctly

3. Clarification is:
a. repeating the key words of the interlocutor in your own words which allows you to check whether you understand the
intent and content of his speech correctly,
b. organizing and generalizing important elements of the interlocutor's statements, often serves as a summary and allows to
systematize the course of the conversation,
c. asking the right number of questions to understand what the interlocutor is talking about as well as proper non-verbal
communication,
Activity 2
Type : Multiple choice (Single answer)
1. Active listening is focusing on the interlocutor and what he has to say to us. The four key techniques for active listening
are: Paraphrase, Clarification, Asking Questions, Reflecting.
a. true
b. false

2. The paraphrase is:

a. reflection of the interlocutor's feelings in our message to him.
b. asking the right number of questions to understand what the interlocutor is talking about,
c. repeating the key words of the interlocutor in your own words allows you to check whether you understand the intention
and content of his speech correctly

3. Clarification is:
a. repeating the key words of the interlocutor in your own words which allows you to check whether you understand the
intent and content of his speech correctly,
b. organizing and generalizing important elements of the interlocutor's statements, often serves as a summary and allows to
systematize the course of the conversation,
c. asking the right number of questions to understand what the interlocutor is talking about as well as proper non-verbal
communication,
Activity 3

Type : Matrix Sorting

Question : Match the description with the concept

Empathy Expressing yourself in a clear, concise and

straight-forward way

Clarity and concision The ability to understand and share the feelings of
another

Active listening Mindfully paying attention to the complete

message being sent
Activity 4
Type : Sorting choice

Question : Put the specific components of the communication model process in the correct order:

1. Coding
2. Sender
3. Message
4. Decoding
5. Channel
6. Recipient
7. Statement
Activity 5

Type : Fill in the blank (Select from the list)

Question : Fill in the blanks

………… or customs might be understood differently around the world. For example knocking on the forehead/head in France,
Italy and Germany means ……., in Spain and the United Kingdom - “I have an idea".

In some of the cultures the context of gestures plays bigger role than in the others. High-context cultures rely more on …….
and the low-context culture rely more on ……….

List of words: "you are stupid", gestures, verbal communication. non-verbal communication
Activity 6

Type : Free Text

Question : Could you descrbie your communication style? How do you communicate with people and what do you
think you should improve?
Post-test
Post test Activity - quiz

Type : Multiple choice (Single choice)

1. Communication is inseparably connected with the concept of understanding.
a. True
b. False

2. A principle of effective communication is:

a. the speaker should make sure he knows and understands everything he wants to say before he starts talking,
b. the speaker should not check the level of understanding of his speech,
c. the listener should make sure that he hears speaker's voice well.

3. Active listening is:

a. you listen carefully and intently to what the other party is saying
b. asking for details
c. asking for clarifications
d. all of the above
References

● Barriers to Effective Communication | SkillsYouNeed. (2019). Retrieved from

https://www.skillsyouneed.com/ips/barriers-communication.html
● Communication Skills | SkillsYouNeed. (2019). Retrieved from https://www.skillsyouneed.com/ips/communication-
skills.html- https://dsc.kprm.gov.pl/sites/default/files/pliki/47.pdf
● Dictionary by Merriam-Webster: America's most-trusted online dictionary. (2019). Retrieved 24 November 2019, from
https://www.merriam-webster.com/
● Jacko, J. (2012) Komunikacja międzykulturowa w ujęciu fenomenologicznym-systemowym, in red. W. Maliszewski,
M.Korczyński, K. Czerwiński. Komunikacja społeczna w i dla multikulturowości. Perspektywa edukacyjna, Toruń.
● Kusio, U. (2007). Świat się rusza – szkic z komunikacji międzykulturowej. Kultura I Edukacja, 1, 23-35.
● Olejniczak, A. (2016). KOMUNIKACJA W ŚRODOWISKU WIELOKULTUROWYM. Studia I Prace Wneiz, 44, 75-86.
doi: 10.18276/sip.2016.44/3-06
● Pixabay. (2019). Retrieved from https://pixabay.com/-
● Riccardi, P. (2014). Cross cultural communication. Retrieved from https://www.youtube.com/watch?v=YMyofREc5Jk
● Rzepa, T. (2006) Psychologia komunikowanie się menedżerów. Wydawnictwo Difin, Warszawa
● Thompson, J. (2011). Is Nonverbal Communication a Numbers Game?. Retrieved 24 November 2019, from
https://www.psychologytoday.com/us/blog/beyond-words/201109/is-nonverbal-communication-numbers-game
Photo/image/graphic/video here