Unit 1 – IT 402 Communication Skills – II
Communication Skills means how do we communicate with each other. It includes the different areas like listening, speaking, observing or expressing the views.
Communication
It is the process of transferring or sharing of information between two or more people. It is a two-way process of reaching mutual understanding, in which participants not only exchange information, news, ideas and feelings but also create and share a new meaning. (Latin word ‘Communicare’ means Share)
Methods / Types of Communication
1. Verbal Communication is the most popular means of sharing information or ideas. People use words to exchange thoughts, feelings and ideas with others.
a. Oral Communication using words orally (using mouth, vocal, spoken words)
b. Written Communication using written words
2. Non-verbal Communication happens in the absence of any oral or composed words. Instead of written or oral words, it depends on different non-verbal prompts like body movements, gestures, facial expressions, symbols, images, signals charts, and so on to express sentiments (feelings), attitudes or information.
> 55% communication is done using body gestures.
> 38% using voice, tone, pauses.
> 7% using words (approximate figures)
Elements of non-verbal communication: Appearance, Body Language, Tome, Eye Contact, Facial Expressions
3. Visual Communication is the transmission of information and ideas using symbols and graphics or imagery. It is believed to be the type that people rely on most, and it includes signs, graphic designs, films, typography, and countless other examples.
The study of symbols and visual communications is called semiotics.
Advantages & Disadvantages of Oral Communication
| Advantages | Disadvantages |
| Instant response or feedback | No legal validity or proof |
| Higher scope of understanding and clarity | No permanent record |
| Saves time | Not suitable for lengthy messages |
| Cost effective | Sometimes difficult to understand the accent |
| Body gestures, expressions or emotions visible |
Advantages & Disadvantages of Written Communication
| Advantages | Disadvantages |
| It has legal validity or proof | No Instant response or feedback |
| Can be draft thoughtfully | Not cost effective |
| Suitable for lengthy messages | Required time for drafting |
| It has permanent record | Expressions or emotions not visible |
Advantages & Disadvantages of Non-verbal Communication
| Advantages | Disadvantages |
| It compliments verbal communication | Not possible in long conversation |
| Greatly help disabled people | Difficult to analyse |
Advantages & Disadvantages of Visual Communication
| Advantages | Disadvantages |
| Use of graphics makes comm. meaningful | Sometimes complex graphs make communication |
| Technology makes communication interesting | Costly due to use of technical equipment |
Communication Cycle
Elements of Communication Cycle
Sender is the person from whom the message drafts
Message is the information that the sender wants to convey
Encoding is the way of drafting the message in an appropriate form for sending
Channel is the medium to convey the message
Receiver is the person to the message sent or conveyed
Decoding is the way to understand or interprets the message by receiver
Feedback is the receiver’s response to the message
Feedback / Importance of Feedback is about listening actively, taking the time to analyze, and then thinking of the best possible solution to perform better. It provides positive review and allows to see what everyone can change to improve their focus and results. It brings people together and creates a healthy communication flow.
> It motivates, boosts learning, improves performance, makes us self aware.
Types of Feedback
Positive feedback – Example: I’m really impressed with your willingness to learn and improve your skills!
Negative feedback – Example: Your approach to tackling the project could be more organized.
Descriptive feedback – A verbal or written remark/comment expressing an opinion or reaction.
Specific feedback (that actually help them learn or improve) – Example: Your work looks great! It’s clear that you care about your work and take the time to do it correctly. I especially liked that you asked the client about their design preferences before creating their website, and I’m excited to see what you do next.
Non-specific feedback – Examples: Good, Great Job, Very Nice, I like your story. It’s good etc.
Barriers in Communication
It is an obstacle that prevents that receiver from receiving and understanding the message that has been sent by a sender. If a message is not understood clearly, it may lead to communication gaps, causing confusion and misunderstanding.
Types of Barriers
Linguistic barrier due to language
Psychological barrier due to negative body signals, fear of failure, lack of knowledge, understanding or confidence
Emotional barrier due to a lack of emotional awareness or control
Physical barrier due to noise, environment, surroundings etc.
Cultural barrier due to different cultures
Attitudinal barrier due to introverts (alone/limited) or over friendly behaviour
Perception barrier different people perceive the same message differently
Technological barrier due to technological advancements not easy to understand the message
Measures to overcome barriers
> Before starting your communication, highlight the key points.
> Focus on clear pronunciation and slowing down your speech.
> Have a positive attitude about communication.
> Use simple communication medium / language
> Learn and practice accepting imperfections in yourself as well as others
> Must communicate in an environment that is spacious, comfortable and relevant to what one talks about.
> The audience may make assumptions and presume about you or the situation.
> Give new examples to retain their interest.
> Ask for feedback and take it seriously.
Principles of Communication / 7 C’s Effective Communication
The 7 C’s, also known as the seven principles of communication that help us to focus our thoughts and ideas for effective communication. These principles are applicable for both verbal and non-verbal communication.
Clear: The message should be clear and easily understandable to the recipient. The purpose of the communication should be clear to sender then only the receiver will be sure about it. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence.
Concise: The message should be precise and to the point. The sender should avoid the lengthy sentences and try to convey the subject matter in the least possible words. The short and brief message is more detailed and helps in retaining the receiver’s attention.
Concrete: The communication should be concrete (strong), which means the message should be clear and particularly such that no room for misinterpretation is left. All the facts and figures should be clearly mentioned in a message.
Correct: The message should be correct, i.e. a correct language should be used, and the sender must ensure that there is no grammatical and spelling mistakes. Also, the message should be exact and well-timed. The correct messages have a greater impact on the receiver and at the same time, the morale of the sender increases with the accurate message.
Coherent: The messages that you send should be logical and that is why coherent communication is important. All the points that you have mentioned should be relevant to the topic and connected.
Complete: The message should be complete, i.e. it must include all the relevant information as required by the intended audience. The complete information gives answers to all the questions of the receivers and helps in better decision-making by the recipient.
Courteous: It implies that the sender must take into consideration both the feelings and viewpoints of the receiver such that the message is positive and focused at the audience. The message should not be biased and must include the terms that show respect for the recipient.
Basic Writing Skills – Learn concepts of English Grammar
Extra Content
Tips to improve oral communication.
1. Read out loud.
2. Make audio/video recordings of your reading. Take note of the areas you need to work on.
3. Talk to people in a manner that shows interest.
4. Take part in activities which involve public speaking.
Tips to improve written communication. (Imp)
1. Expand your vocabulary and learn new words. Form sentences using these words.
2. Learn to spell words correctly.
3. Read regularly. It gives you an idea of how to use words appropriately.
4. Improve your grammar and use appropriate tense and correct punctuation.
5. Always write text keeping your audience in mind.
Some effective points to perform non-verbal communication.
1. Use a variety of appropriate facial expressions while communicating with people.
2. Try to make eye contact while speaking in the classroom, during presentations, discussions, etc. as eye contact defines confidence and willingness to connect.
3. Vary your vocal pattern throughout the presentation and avoid a moderately monotonous vocal range.
4. Avoid defensive gestures, like holding hands in front of your chest or putting them behind the back.
5. Stop playing with your hands or clothes.
Some effective non-verbal practices we should keep in mind during an interview.
> Maintain eye contact with the interviewer for a few seconds at a time.
> Smile and nod (at appropriate times) when the interviewer is talking.
> Be polite and keep an even tone to your speech. Don’t be too loud or too quiet.
> Do not slouch while sitting.
> Relax and lean a little towards the interviewer so that you appear interested and engaged. Do not lean back.
> Keep your feet on the floor and your back against the lower back of the chair.
> Be attentive to whatever the interviewer is saying or asking.
> Rest an arm on the chair or on your lap to look comfortable.
> Do not interrupt your interviewer.
Factors of effective communication.
1. Content – The simple message should be there and that has been used in the message. Language of message should be related to the topic. To make communication effective, construct proper sentences and use the right and simple words.
2. Process – It refers to the way the message is delivered. It includes verbal and non-verbal communication elements. To make effective communication only when the verbal message is consistent with the tone and body language.
3. Context – It refers to the situation or environment in which the message is delivered.