By Maryam Mehmood

CommunicationSkills

Contents

CommunicationImportance and Benefits of

CommunicationCommunication SkillsTypes of CommunicationCommunication ProcessBarriers in CommunicationEffective ways to Improve Communication

Communication

•The word ‘communication’ originates from Latin word ‘communis’ means ‘common’

•It is an act by which a person shares the knowledge, feelings, ideas, information etc., that each gains a common understanding of the meaning, interest, and the message

 

Communication

In broadest sense communication includes all methods of conveying any kind of thought or feeling to other people or of receiving expressions of thought or feeling from others

Howard H. Dean

Communication

Communication is a two-way process of giving and receiving information through any number of channels

It is a process of transmitting and receiving messages. It is a two way process of exchanging ideas or information. It is considered effective when it achieves the desired response from the receiver

History of CommunicationAbility to communicate is the most valued skillHuman communication was revolutionized with

speech about 200,000 years agoSymbols were developed about 30,000 years ago,

and writing about 7,000 yearsThe Egyptians created a picture languageOldest record of writing is in China on bonesChinese began using paper and ink 105 A.D. Oral tradition dominated during Roman and Greek

Era which persisted even during Medieval and Renaissance Period

Written communication has been the outcome of bureaucratic tradition after French Revolution

Merchants first developed writing symbols

Importance and Benefits

Important factor in achieving personal satisfaction and success

You will be more persuasive

You will have enhanced relationships with whom you interact in both business & social conversation

Importance and Benefits

Professional reputation and promotion depends on communication

Communication a valuable job requirement

Communication helps build and promote good will

It is one of the most important aspects of business leadership

Importance and Benefits

Maturity in individuals and societies tend towards complex communication techniques, and become dependent on them

You will be able to handle difficult communication situations with ease

Types of Communication

Verbal Communication

Non-Verbal Communication

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Verbal Communication

Communication by means of language i.e., words

Non-verbal Communication

Communication by means other than words

Signals and gestures

Important FactorsAppearanceBody LanguageSilence, Time, and Space

All communication methods are important in training but our emphasis will be upon the spoken word... since

70 % or all our communication efforts are:

misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same

culture)!

The Communication Skills

The language learning involves four skills

Listening Skills – Passive SkillsSpeaking Skills – Active SkillsReading Skills - Passive SkillWriting Skills – Active Skills

Difference Between Oral and Written Communication

Immediate feedback Shorter sentences/words Conversational Focus on interpersonal

relations Prompt actions by

speaker Less detailed technical

information More personal pronouns Simpler constructions More interrogative and

explanatory sentences

Delayed feedback Longer sentences More formal Focus on content Delayed action More detailed technical

information Fewer personal pronouns Complex constructions Useful for record keeping Possibility of review

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The Goals of Communication

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

Communication Process

CHANNEL

CHANNEL

< FEED BACK

SENDER >

DECODE

ENCODE DECODE

ENCODE

Environment

Message

Message

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Communication is the process of sending and receiving information among people…

SENDER RECEIVER

Feedback

receiver sender

Communication Process

In linguistic communication, it is a process of conveying thought and feelings by writing or speaking through language symbols. The process flows as follows:

Communication- A Social ProcessPurpose of

Speaker or WriterIdeas and Emotions

Language Symbols

Reaction of

Reader or Listener

Communication Process

The sender has the responsibility for the message

The sender's message travels to the receiver through one or more channels chosen by sender

Communication Process

Purpose of Communication

What reactions he/she wants to elicit from the receiver

He/she thus determines what to write and how to write

Intelligent listener or speaker is aware what he/she hopes to hear or read and analyze from it

Communication Process

Ideas and Emotions

Ideas and feelings are the fundamental factors in communication

Purpose is achieved by expressing ideas and emotions

Without putting the ideas effectively the purpose is not achieved

Communication Process

Language Symbols

Ideas and feelings cannot be expressed effectively without symbols

Words are the basic symbols in language communication but non-verbal elements also play an important part E.g., Vocal quality, appearance, and action of speaker

Choice of words and use of punctuation marks are the symbols used by writer

Communication Process

Reaction of Reader or Listener

The communication is complete when the message is received at the other end

After sending the message, the sender becomes receiver and the receiver becomes a sender through the process of feedback - turn taking

The channel for feedback may be quite different from the original channel

The reaction of the receiver is dependant on how the writer/speaker has put the ideas and presented them symbolically keeping in view the expectations of the reader/listener

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All messages do not reach the receiver due to “distortion”

Sender Receiver

Feedback

Distortion

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What causes distortion or the barriers to understanding/listening?

PerceptionsLanguageSemanticsPersonal InterestsEmotionsInflections

Environment – noise Preconceived

notions/expectations Wordiness Attention span Physical hearing problem Speed of thought

Physical

Barriers in Effective Communication

Non-verbal

Semantic

Psychological

Environmental

Physical Barriers in Communication

•Environment:

Noise causes distraction & distorts or obscures the meaning. Heat, cold, ventilation, interruptions are other barriers.

• Non-verbal Communication:

Inability to understand Facial expression, Gestures, Appearance, Intonation, distance, etc.

Semantic Barriers in Communication

•Words mean different things to different people

•Age, cultural background & education also influence language of a person

•Limited vocabulary, accent, verbal noises are also the barriers in communication process

Semantic Barriers in Communication

Language

Words are not reality. Words as the sender understands them are combined with the perceptions of those words by the receiver. Language represents only part of the whole. We fill in the rest with perceptions

Being "foreign" is not limited to the language of another country. It can be the language of another social group

The Silver Fish The green goose may be a trailer painted red long after it was given

the name green goose A brassy day may say much about temperature and little about color

Semantic Barriers in Communication

Muddled Messages

Contrast these two messages: "Please be here about 7:00 tomorrow morning." "Please be here at 7:00 tomorrow morning."

The one word difference makes the first message muddled and the second message clear

Clarifying messages is the responsibility of the senderThe sender hoping the receiver will figure out the

message does little to remove this barrier to communication

Psychological Barriers in Communication

•Sometimes we see only what we want to see

•If we like people, we accept what they say

•Other barriers include the opposite gender, shyness, lack of confidence, and state of mind

Psychological Barriers in Communication

People as individuals. No two people are the same

There may be variation in cultural backgroundThere may be variation in educational background

Factors affecting Communication

Conventions of meaningPerception of realityValues, attitudes, and opinions

Psychological Barriers in Communication

Wrong Channel

Variation of channels helps the receiver understand the nature and importance of a message

Immediacy of action to be taken from the messageA written disciplinary warning for tardiness emphasizes to

the employee that the problem is serious

A birthday card to an employee is more effective than to say "Happy Birthday"

In choice of a channel, the sender needs to be sensitive to such things as the complexity of the message good morning versus a construction contract

instructions for this morning's work versus a plan of work for 1994

Psychological Barriers in Communication

Lack of Feedback Without feedback, communication is one-way

Feedback may be as subtle as a stare, a puzzled look, a nod, or failure to ask any questions after complicated instructions have been given

Feedback should be helpful rather than hurtful

Psychological Barriers in Communication

Poor Listening Skills

A typical speaker says about 125 words per minute. The typical listener can receive 400-600 words per minute. Thus, about 75% of listening time is free time which sidetracks the listener.

One important listening skill is to be prepared to listen. Search for meaning in what the person is saying.

Providing feedback is the most important active listening skill. Ask questions, nod in agreement, look the person straight in the eye, lean forward, etc.

Getting angry with an angry person only assures that there are now two people not listening to what the other is saying.

Useful Tips on Effective Communication

Learn to analyze the purpose of communication and how to adapt it to a particular audience on a specific occasion

Learn to develop your ideas more effectively by using sound thinking in supporting ideas and arranging them

Practice what you have learned to increase the ease and effectiveness of expression

Useful Tips on Effective Communication

Develop right attitude

Prepare Adequately

Careful and sound judgment of ideasAppropriate use of languageKnowledge of cultural conventions of your

audience

Communications should be clear, complete, concise, concrete, correct, coherent, and courteous.

Assignment

Analyze the content of a small article, news, advertisement or any other communication, as follows:

What is the author’s purpose?Write a sentence stating the central thought of

the article.Is there any material included in the text which

does not help the author achieve the purposeComment weather or not the author or source

of material is consistently unprejudiced and honest.

Thank you