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.indeed.com/career-advice/career-development/types-of-communication
Prepared By : Ahalya, Amith, Anju, Harsha, Gopika, jithin, Nayana, Khaja Hassan
Prepared By : Ahalya, Amith, Anju, Harsha, Gopika, jithin, Nayana, Khaja Hassan
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