Basics of

EFFECTIVE COMMUNICATION SKILLS

By Babar Ghias, Chief Engineer - KANUPP

Communication is an exchange of feelings, ideas, and information, whether by speaking, writing, signals, or behaviors.

to convey knowledge of or information

to reveal by clear signs

to transmit information, thought, or feeling so that it is

satisfactorily received or understood

to open into each other

The exchange of thoughts, messages, or information, as by

speech, signals, writing, or behavior.

The art and technique of using words effectively to impart

information or ideas.

What is Communication?

ITS ESSENCES:

Personal process

Occurs between people

Involves change in behavior

Means to influence others

Expression of thoughts and emotions through words & actions.

Tools for controlling and motivating people.

It is a social and emotional process.

Communication is the art of transmitting

information, ideas and attitudes from one person to

another. Communication is the process of meaningful

interaction among human beings.

Who’s accountable?

Everyone in the organization

is accountable for the

effectiveness of their own

communication. This

especially applies to those

who manage others.

Types of Communication Downwards Communication: Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications: It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication.

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Dow

nw

ard

Up

ward

Horizontal

Communication Networks

Formal Network : Virtually vertical as per chain go command within the hierarchy.

Informal Network : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

Communication can occur in many ways

Visual Images

Body Language

Body Language

Spoken Words

Visual Images

Written Words

The Communication Process

SENDER

(encodes)

RECEIVER

(decodes) Barrier

Barrier

Medium

Feedback/Response

TRANSMISSION MODEL OF COMMUNICATION

TRANSMISSION MODEL OF COMMUNICATION

All of this parts models are important in order for your communication to be successful or a failure.

Signal Signal

Feedback

Channel

Noise

Sender Receiver

SENDER

The sender is the primary communicator, the sender controls the type of communication.

ENCODING

We use encoding by using verbal/non-verbal ideas and thoughts to process the communication

MESSAGE

The message if what the sender wants you to know.

CHANNEL

The channel is the way the message is send, the way you want to message to be translated to.

RECEIVER

The receiver is the person that receives the message that the sender communicated.

Effective CommunicationEffective Communication

DECODING

The purpose for decoding is for the receiver to be able to comprehend the senders message to its best of understanding.

FEEDBACK

The feedback that is giving to the sender provides the proof how well the receiver was able to decode the message.

NOISE

The noise can be anything that prevents the sender message to be received correctly.

Barriers to communication

• Noise

• Inappropriate medium

• Assumptions/Misconceptions

• Emotions

• Language differences

• Poor listening skills

• Distractions

Hearing Vs Listening

Hearing – Physical process,

natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Listening is hard.

You must choose to participate in the process of listening.

VALUE OF LISTENING

Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve

competence and performance.

The result of poor listening skill could be disastrous in

business, employment and social relations.

Good listening can eliminate a number of imaginary grievances

of employees.

Good listening skill can improve social relations and

conversation.

Listening is a positive activity rather than a passive or negative

activity.

Always think ahead about what you are going to say.

Use simple words and phrases that are understood by every body.

Increase your knowledge on all subjects you are required to speak.

Speak clearly and audibly.

Check twice with the listener whether you have been understood accurately or not

In case of an interruption, always do a little recap of what has been already said.

Always pay undivided attention to the speaker while listening.

While listening, always make notes of important points.

Always ask for clarification if you have failed to grasp other’s point of view.

Repeat what the speaker has said to check whether you have understood accurately.

ESSENTIALS OF COMMUNICATION- Dos

ESSENTIALS OF COMMUNICATION- DON’Ts

Do not instantly react and mutter something in anger.

Do not use technical terms & terminologies not understood

by majority of people.

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you won’t be

heard.

Do not assume that every body understands you.

While listening do not glance here and there as it might

distract the speaker.

Do not interrupt the speaker.

Do not jump to the conclusion that you have understood

every thing.

How to Improve Existing Level of

COMMUNICATION?

Improve language.

Improve pronunciation.

Work on voice modulation.

Work on body language (match body language with message)

Read more

Listen more

Avoid reading or watching or listening unwanted literature, gossip, media presentation etc.

How to Improve Existing Level of

COMMUNICATION?

Improve on you topic of discussion,

Practice meditation & good thoughts.

Think and speak.

Do not speak too fast.

Use simple vocabulary.

Do not speak only to impress someone.

Look presentable and confident.

Improving Body Language - Tips

• Keep appropriate distance

• Touch only when appropriate

• Take care of your appearance

• Be aware - people may give false cues

• Maintain eye contact

• Smile genuinely

Types of

People communicate with

each other in a number of

ways that depend upon the

message and its context in

which it is being sent.

Types / Forms of Communication

On the basis of expression, method,

media

On the basis of flow of

information

On the basis of organizational

relationship

Formal

Communication

In-Formal

Communication

Horizontal

Communication

Vertical

Communication

Crosswise

Communication

Upward

Communication

Down ward

Communication

Verbal

Communication Non-Verbal

Communication

Oral

Communication

Written

Communication

Visual Communication

Audio Communication

Gesture

Communication

Passive

Communication

By Action

Communication Writing Reading Speaking Listening

Other

7%

93%

33%

57%

Vocal

Body Language

Verbal

It refers to the form of communication in which message

is transmitted verbally.

Communication is done by word of mouth and a piece of

writing.

In verbal communication remember the acronym “KISS”KISS”

(keep it short and simple).

Verbal Communication is divided into:

Oral Communication

Written Communication

Oral

In oral communication, Spoken words are used.

It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet.

Communication is influence by pitch, volume, speed and clarity of speaking.

Advantages – It brings quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not.

Disadvantages – In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a fault.

Written In written communication, written signs or symbols

are used to communicate.

In written communication message can be

transmitted via email, letter, report, memo etc.

Written Communication is most common form of

communication being used in business.

Advantages –

Messages can be edited and revised

Written communication provide record and

backup.

A written message enables receiver to fully

understand it and send appropriate feedback.

Disadvantages –

Written communication doesn’t bring instant

feedback. It take more time in composing a written

message as compared to word-of-mouth and

number of people struggles for writing ability.

Nonverbal

• Nonverbal communication is the sending or receiving of wordless messages. Such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication.

• Nonverbal communication is all about the body language of speaker.

Nonverbal communication have the following three elements –

• Appearance Speaker – clothing, hairstyle, neatness, use of cosmetics Surrounding – room size, lighting, decorations, furnishings

• Body Language facial expressions, gestures, postures

• Sounds Voice Tone, Volume, Speech rate

Levels of

•• Intrapersonal Intrapersonal CommunicationCommunication is communication that occurs in your own mind. It is the basis of your feelings, biases, prejudices, and beliefs.

– Examples are when you make any kind of decision – what to eat or wear. When you think about something – what you want to do on the weekend or when you think about another person.

•• Interpersonal communicationInterpersonal communication is the communication between

two people but can involve more in informal conversations.

– Examples are when you are talking to your friends. A

teacher and student discussing an assignment. A patient

and a doctor discussing a treatment. A manager and a

potential employee during an interview.

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•• Small Group communicationSmall Group communication is communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization.

– Examples would be a group planning a surprise birthday party for someone. A team working together on a project.

•• OneOne--toto--group communicationgroup communication involves a speaker who seeks to

inform, persuade or motivate an audience.

– Examples are a teacher and a class of students. A preacher and a

congregation. A speaker and an assembly of people in the

auditorium.

• Mass communication is the electronic or print transmission of messages to the general public. Outlets called mass media include things like radio, television, film, and printed materials designed to reach large audiences. – A television commercial. A

magazine article. Hearing a song on the radio. Books, Newspapers, Billboards. The key is that you are reaching a large amount of people without it being face to face. Feedback is generally delayed with mass communication.

Public Zone

Social Zone

Personal Zone

Intimate Zone

Physical Space • The "intimate zone" is about

two feet. This zone is reserved for our closest friends.

• The "personal zone" from about 2-4 feet usually is reserved for family and friends.

• The “social zone” (4-12 feet) is where most business transactions take place.

• The "public zone" (over 12 feet) is used for lectures.

Questions