Library Science

UNIT 2

COMMUNICATION SKILLS

INTRODUCTION

Communication is the most important tool of social existence and survival. Communication is both an art and a science. It often involves acts of speaking and listening, reading and writing, but it also goes beyond these and incorporates the transmission of non-verbal language, sign language, codes transmitted electronically, and physically (touch; hormones; muscles, tendons, nerves), and messages communicated through music, and by other means. Although you communicate simply by being in the world, developing good verbal and body language skills involves learning and consciously using your skills to improve. This unit deals with the communication skills of human being and it cover the areas of types of communication skills, types of oral communication, structure of an oral presentation, body language, use of visual aids, listening skills and type of listening skills.

DEFINITION & MEANING OF COMMUNICATION

Communication, the buzz word in today’s word, originates from the Latin word communico or communicare, which means ‘to share’. i.e. communication is the sharing of information between two or more individuals or within a group to reach a common understanding. In short communication can be defined as the act of expressing ideas, feelings and transferring data to others.

PROCESS OF COMMUNICATION

Communication is a process whereby information is encoded, channeled, and sent by a sender to a receiver via medium. Then the receiver decodes the messages and gives the sender a feedback. All forms of communication require a sender, a channel, a message, a receiver, and the feedback that effectively wind up the process.

FEATURES OF SUCCESSFUL PROFESIONAL COMMUNICATION

1. Communication is a two way process

2. It is a continuous process of meaningful interactions between individuals.

3. Communication broadly includes both verbal and non verbal communication.

4. It is a process which transmit and disseminate important ideas, thoughts, feelings, plans, etc

PURPOSE OF COMMUNICATION

1. Advising

2. Counseling

3. Giving orders

4. Providing instructions

5. Marketing

6. Persuading

7. Giving warnings

8. Making decision

9. Seeking information

10.Getting feedback

TYPES OF COMMUNICATION

Communication is generally classified into the following type

1. Verbal communication

· Oral

· Written

· Visual

· Audio-visual

· Network communication

· Participant based communication

2. Non verbal communication

· Body language

· Para language

· Proxemics

· Haptics

· Sign language

Verbal communication

Verbal communication includes transfer of information with the use of words. Following are the various types of verbal communication

Oral communication is the communication by way of speech. It is the fastest and most direct form of communication

Written communication is the communication by way of writing. In this communication, the sender uses the written mode to transmit his/her messages. It has formal and informal types. Business letters, official reports, minutes, applications, notifications, certificates et cetera are examples of formal writing while personal letters, most creative writings, et cetera are informal.

Visual communication is described as communication through visual aids.

Audio-visual communication combines sound and visual. It is dynamic in nature and powerful form of communication.

Network communication is the latest form of communication. It communicate through the network modes like internet, cable, TV channels, etc

Participant based communication

Interpersonal communication is the communication that involve two or more peoples

Intrapersonal communication is the self communication

Extra personal communication is the communication with other creatures

Mass communication is communication with large mass of people through mass media such as news paper, TV etc.

Non-verbal communication

Non verbal communication includes transfer of information without the use of words, neither in the written or nor in the spoken form. A few common types of non verbal communication are the following.

Body language is the way human body communicates through its movements and changes in demeanor

Paralanguage is the way we use our voice in uttering words while speaking. It includes pitch, intonation, stress, accent, hesitation and other such inflections. Which add meaning to our speech.

Proxemics refers to the degree of closeness or distance one maintain while communicating.

Haptics deals with physical contact as a means of communication. it refers to the sense of touch. Every country/society has a different perception of touch as a means of communication.

Sign language there is many universally accepted signs like flags, traffic signals, colors, factory sirens etc.

ORAL COMMUNICATION

Oral communication is the process of expressing information or ideas by words of mouth. The types of oral communication commonly used within an organization include staff meetings, personal discussions, presentations, telephone discourse, and informal conversation. Oral communication with those outside of the organization might take the form of face-to-face meetings, telephone calls, speeches, teleconferences, or videoconferences.

According to Ricky W. Griffin, “Oral communication takes place in face-to-face conversations, group discussions, telephone calls and other circumstances in which spoken word is used to express meaning.”
According to Bovee and others, “Oral communication expresses ideas through the spoken word.”
According to S. K. Kapur, “Oral communication takes place when spoken words are used to transfer information and understanding form on person to another.”
Types of oral communication

Oral communication can be either formal or informal.

Informal oral communication includes:

Face-to-face conversations
Telephone conversations
Discussions that take place at business meetings
Dinner table conversation

Formal types of oral communication include:

Presentations at business meetings
Prepared speeches
Class room lectures
Commencement speeches given at graduation ceremony
Manuscript speeches ( parliament, testimonial)
Oral briefings

Oral presentation

An oral presentation simply involves explaining something to an audience. In the classroom, teachers grade these oral presentations based on the quality of the information presented as well as the method used in presenting it. Making a good oral presentation is an art that involves attention to the needs of your audience, careful planning, and attention to delivery.

Structure of an oral presentation

Structures of an oral presentation include introduction part, body part and conclusion part.

Introduction

Capture your listeners’ attention: Begin with a question, a funny story, a startling comment, or anything that will make them think.
State your purpose; for example:
‘I’m going to talk about...’
‘This morning I want to explain…’
Present an outline of your talk; for example:
‘I will concentrate on the following points: First of all…Then…
This will lead to… And finally…’

The Body

Present your main points one by one in logical order.
Pause at the end of each point (give people time to take notes, or time to think about what you are saying).
Make it absolutely clear when you move to another point. For example:
‘The next point is that ...’
‘OK, now I am going to talk about ...’
‘Right. Now I'd like to explain ... ’
‘Of course, we must not forget that ...’
‘However, it's important to realize that...’
Use clear examples to illustrate your points.
Use visual aids to make your presentation more interesting.

The Conclusion

It is very important to leave your audience with a clear summary of everything you have covered.
It is also important not to let the talk just fizzle out. Make it obvious that you have reached the end of the presentation.
Summaries the main points again, using phrases like:
‘To sum up...’
‘So, in conclusion...’
‘OK, to recap the main points…’
Restate the purpose of your talk, and say that you have achieved your aim:
‘I think you can now see that...’
‘My intention was ..., and it should now be clear that ...’
Thank the audience, and invite questions:
‘Thank you. Are there any questions?’

BODY LANGUAGE

Body language is a type of non verbal communication in which physical behaviors, as opposed to words, are used to express or convey the information. Such behavior includes facial expressions, body posture, gestures, eye movement, touch and the use of space. The study of the body language is known as kinesics.

Some of the important elements of body language are the following.

Ø Facial expression

Face is considered an index of our mind. Facial expression is integral when expressing emotions through the body. Combination of eyes, eyebrow, lips, nose, and cheek movements help from different moods of an individual. Example: happy, sad, depressed, angry, etc.

Ø Body postures

Emotions can also be detected through body postures. Posture refers to the way we sit, stand and carry ourselves.

Ø Gestures

Gestures are movements made with body parts, example: hands, arms, fingers, head, and legs. And they may be voluntary or involuntary.

Ø Hand shakes

Handshakes are regular greeting rituals and commonly done on meetings, greetings, offering congratulations or after the completion of an agreement. They usually indicate the level of confidence and emotion level in people. It is cultural specific and norms vary depending on the cultures.

Ø Haptics

Haptics is the study of touching and how it is used in communication. Examples of haptics are, handshakes, holding hands, back slapping, high fives, etc. it is also cultural specific and norms vary depending on the cultures.

Ø Oculesics

Oculesics is the study of eye movement, eye behavior, gaze and eye-related non-verbal communication. Eyes are the windows to the soul. They can truthfully convey the emotions and feelings one goes through. So maintaining an eye contact with your speaker and listener is the most important part of non-verbal communication.

Ø Breathing

Body language related to breathing and patterns of breathing can be indicating of a person’s mood and state of mind.

Ø Proxemics

It refers to the spatial relationships. Proxemics is the study of measurable distances between people as they interact with one another. Space distancing also cultural specific and norms vary depending on the cultures.

VISUAL COMMUNICATION

Visual communication is basically described as communication through the use of visual aids. It is communication through means that can be seen, read or looked upon. One of the most important tools of effective communication is the use of various visual aids, in order to enable a more in-depth understanding of the subject. What we see, does actually have a more profound effect on our ability to grasp information, rather than what we read or what we listen to. Visual sense is so active in humans that it not only enables us to cognize information at a much faster rate, but it also helps us memorize the same for a longer period of time.

Visual aids

Visual communication is done through visual aids. Visual aids are essential because they help the audience understand the information being put across. They can do a large role in convincing the audience being addressed. There are different types of visual communications used in business and they all depend on the use of visual aids. The type of visual aid being used in a presentation varies on the content being passed. The visual aids range from making PowerPoint presentations to fliers and handouts. Each type of visual aid has its pros and cons and the speaker has to really weigh them before choosing one.

Types of visual aids

1. Objects

This is used especially in instances where you are talking about a mobile object. It involves bringing the object in question to the stage and using it for demonstration as you are putting across your message. It is a suitable visual aid because the audience being addressed can clearly see exactly what you are talking about.

2. Models

These are representations of the objects the speaker is addressing. They represent the object on a much smaller scale especially for object that are too large or largely immobile.

3. Graphs

Graphs are an important visual aid when showing the relationship between two different quantities. There are numerous types of graphs including line graphs, bar graphs and pie graphs.

4. Maps

In a geography speech, a map would be the most suitable item to use. A map can be used in showing different locations in the region and comparing them. This makes the audience know exactly where the speaker is referring to.

5. Photographs

Their main advantage is they are great tools to explain points. For example in giving a talk about slums, pictures about the slums can give an accurate description of the slum life. A photograph, if too small, will only serve as a distraction.

6. Videos

Videos are one of the best audio-visual aids, which enable people to actually see how things happen, thus making them understand the subject even more deeply.

Advantages of visual communication

1. Enhancing the Presentation

Visual aids help to add an extra element of interest to the presentation. The subjects which may seem to be extremely boring, can be made more interesting

2. Memorizing

We remember what we see, more than what we do not see. Visual images always make a long-lasting impact on our minds. Moreover, it is common human tendency to get attracted towards colorful imagery and pictures. It is always easier to remember them than plain text, and hence, the use of visual resource is vital.

3. Concentration

Every individual has a certain limit for his/her concentration. Use of visual aids helps a person to concentrate on a given object for a longer span of time, as they keep the human mind engaged and entertained, at the same time.

4. Repetition of Information

The use of visual resources in communication helps to repeat, with more clarity, the information that is being conveyed verbally, thus enhancing the chances of better understanding.

5. Avoiding Distractions

The use of aids concentrates the attention of the listeners on one particular object, which becomes a focal point. These results in more attentive listeners as there are lesser possibilities of distractions.

6. Systematizing Communication

Visual resources enable the speaker to systematically organize large chunks of information into smaller, more interactive bits.

Though the idea of using visual aids may seem to be very intriguing and appealing, it is very important that a communicator, properly and carefully, chooses and plans the kind of resources he/she needs to use. Care should be taken beforehand, regarding the placement and all the technicalities that go into using the resource, so that there are no obstructions while the actual presentation is in process.

LISTENING SKILLS

Listening is the ability to accurately receive and interpret messages in the communication process. Listening is the key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result, communication breaks down and the sender of the message can easily become frustrated or irritated. If there is one communication skill you should aim to master, then you must listen it properly. Listening is paying attention not only to the story, but how it is told, the use of language and voice, and how the other persons use his or her body.

Types of listening

The three main types of listening most common in interpersonal communication are:

· Informal listening ( listening to learn)

· Critical listening ( listening to evaluate and analyses)

· Therapeutic and empathetic listening( listening to understand feelings and emotions)

Active listening

Active listening is a form of listening communication where listeners actively listen and respond to the speaker. To improve the level of active listening, you must pay attention to the other persons. Active listening is a technique that is used in counseling, training, and solving disputes or conflicts. It requires that the listener fully concentrate, understand, respond and remember what is being said.

ACTIVE LISTENING TECHNIQUES

Active listening techniques include:

Building trust and establishing rapport
Demonstrating concern
Paraphrasing to show understanding
Nonverbal cues which show understanding such as nodding, eye contact, and leaning forward
Brief verbal affirmations like “I see,” “I know,” “Sure,” “Thank you,” or “I understand”
Asking open-ended questions
Asking specific questions to seek clarification
Waiting to disclose your opinion
Disclosing similar experiences to show understanding

Examples of Active Listening Responses

It’s often easier to learn by reading examples. Here are some examples of statements and questions employed with active listening:

Building Trust and Establishing Rapport: “Tell me what I can do to help.” “I was really impressed to read on your website how you donate five percent of each sale to charity.”
Demonstrating Concern: “I am eager to help you; I know you are going through some tough challenges.” “I know how hard a corporate restructuring can be – how is staff morale at this point?”
Paraphrasing: “So, you are saying that the uncertainty about who will be your new supervisor is creating stress for you.” “So, you think that we need to build up our social media marketing efforts.”

Brief Verbal Affirmation: “I understand that you would like more frequent feedback about your performance.” “Thank you. I appreciate your time in speaking to me.”
Asking Open-Ended Questions: “I can see that John's criticism was very upsetting to you. Which aspect of his critique was most disturbing?” “It’s clear that the current situation is intolerable for you. What changes would you like to see?”
Asking Specific Questions: “How long do you expect your hiring process to last?” “What is your average rate of staff turnover?”

Waiting to Disclose Your Opinion: “Tell me more about your proposal to reorganize the department.” “Can you please provide some history for me regarding your relationship with your former business partner?”
Disclosing Similar Situations: “I was also very conflicted about returning to work after the birth of my son.” “I had the responsibility of terminating four of my personnel, due to downsizing, over the last two years. Even if it’s necessary, it never gets easier.”

By employing these active listening techniques, you will impress your interviewer as a thoughtful, analytical, highly desirable candidate for the position. Think about possible situations that may occur during an interview and come up with strategies to allow you to listen actively.

Passive listening

Passive listening is the listening where a person although listen to the others but not with full attention, he often distract himself from the ongoing discussion. He is sitting quietly without responding to what speaker is saying. A common example of passive listening is listening to music or radio when you are doing something. Passive listening generally occurs when the listener has low self-motivation level, low engagement and avoids responsibility for learning and problem solving. In passive listening, the listeners accept and retain information as-is no intention to question or challenge the idea for improvement. He disconnects himself from others or show minimum interest. Overall, passive listening requires the listener to sit back quietly and absorb information contrasting active listening that requires engagement with the speaker as well.

Reflective listening

Reflective listening is a communication strategy involving two key steps: seeking to understand a speaker’s idea, and then offering the idea back to the speaker, to conform the idea has to be understood correctly. Reflective listening is a more specific strategy than the more general methods of active listening.

ELAMENTS OF REFLECTIVE LISTENING

ü Focusing upon the conversation by reducing or eliminating any kind of distraction

ü Genuinely embracing the speaker's perspective without necessarily agreeing with it. By engaging in a non-judgmental and empathetic approach, listeners encourage the others to speak freely

ü Mirroring the mood of the speaker, reflecting the emotional state with words and nonverbal communication. This requires the listener to quiet his mind and focus fully upon the mood of the speaker. This mood will become apparent not just in the words used but in the tone of voice, posture and other nonverbal cues given by the speaker. The listener will look for congruence between words and mood

ü Summarizing what the speaker said, using the speaker's own words rather than merely paraphrasing words and phrases, thereby mirroring the essential concept of the speaker

ü Responding to the speaker's specific point, without digressing to other subjects

ü Repeating the procedure for each subject, and switching the roles of speaker and listener, if necessary

ü During the reflective listening approach, both client and therapist embrace the technique of thoughtful silence, rather than to engage in idle chatter

Reflective listening has been found to be effective in a therapeutic setting. Subjects receiving reflective listening from a counselor have reported better therapeutic relationship and more disclosure of feelings.

Communication is not just words it is a mixture of tone and body language. You can effectively utilize your voice tone and body language to convey your message across. Good communication skills are a prerequisite for professionals, in all walks of life. Effective communication skills are very important, for sustaining in the society.

REFERENCES

§ Sanjay kumar & Pushp Lata, “English Language and Communication Skills”, Oxford University press, New Delhi.

§ Josh Sreedharan, “The Four Skills for Communication, an English language course, Cambridge University press India Pvt. Ltd, New Delhi.

§ https://www.skillsyouneed.com/ips/listening-types.html

§ https://shodhganga.inflibnet.ac.in/bitstream/10603/64452/9/09_chapter,%20introduction%20and%20development%20of%20libraries.pdf

§ https://en.wikipedia.org/wiki/Active_listening

§ https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=4&cad=rja&uact=8&ved=2ahUKEwjfkuG-kf_jAhVWbn0KHTeVCi8QFjADegQICRAC&url=http%3A%2F%2Fretawprojects.com%2Fuploads%2Fcommunication_skills_module.pdf&usg=AOvVaw3jziqzpGiYT2H3iPHaU8Px

§ https://www.mindtools.com/pages/article/Body_Language.htm

§ https://en.wikipedia.org/wiki/Reflective_listening

§ https://blog.udemy.com/passive-listening/

§ https://www.indeed.com/career-advice/career-development/types-of-communication

Prepared By : Ahalya, Amith, Anju, Harsha, Gopika, jithin, Nayana, Khaja Hassan