Unit 1: Communication Skills PDF

Unit 1: Communication skills Content Introduction Process of communication Types of communication Levels of communication Technical and general communication Verbal and non-verbal communication Components of Non-Verbal communication (Kinesics) Introduction- Communication Communication is fundament...

Unit 1: Communication skills Content Introduction Process of communication Types of communication Levels of communication Technical and general communication Verbal and non-verbal communication Components of Non-Verbal communication (Kinesics) Introduction- Communication Communication is fundamental to the existence and survival of humans as well as to an organization. It is a process of creating and sharing ideas, information, views, facts, feelings from one place, person or group to another. Communication is the key to the Directing function of management. Ex: A manager may be highly qualified and skilled but if he does not possess good communication skills, all his ability becomes irrelevant. A manager must communicate his directions effectively to the subordinates to get the work done from them properly. ► The English word ‘communication’ is derived from the Latin communis, which means common sense. ► The word communication means sharing the same ideas. In other words, the transmission and interaction of facts, ideas, opinions, feelings or attitudes. ► Communication is a process or Sharing Information. ► Effective communication is purposive Symbolic Interchange resulting in Workable Understanding and Agreement between the Sender and Receiver. George T Vardaman  Process of communication Ideation – Sender’s formulation of content Encoding – idea into language of message Transmission – channel/media Decoding – receiver’s understanding Feedback – response of the receiver Sender to Receiver Sender has an idea Converts idea into words or gestures Message travels over channel Receiver decodes message Receiver responds  Process of communication Step 1: Idea Formation : The communication process begins when the sender has an idea to be communicated. The idea will be influenced by complex factors surrounding the sender. The sender must begin by clarifying the idea and purpose. What exactly does the sender want to achieve? How is the message likely to be perceived? Knowing this information provides a higher chance of successful communication Step 2: Message Encoding : The idea must be encoded into words, symbols, and gestures that will convey meaning. Because no two people interpret information in the exact same way, the sender must be careful to choose words, symbols and gestures that are commonly understood to reduce the chances of misunderstanding. Therefore, a sender must be aware of the receiver’s communication skills, attitudes, skills, experiences, and culture to ensure clear communication. Step 3: Message Transmission: Verbal Written Visual Choosing the medium to transmit the Drawings, In-person speech Email paintings message is the next step in the communication process. Messages can be Phone Text, instant Photos, graphic transmitted in a verbal, written, or visual conversation message designs manner (see Table 1). Voice-over- Report, Body language For clear communication to occur, the internet protocol article, (e.g., eye contact, medium and message must match (VoIP) essay hand gestures) Radio Letter Graphs Podcast Memo Font types Voicemail Blog Semaphore message Intercom Tweet Architecture Step 4: Decoding : When the message reaches the receiver, the message must be decoded into its intended meaning. Therefore, the receiver must translate the words, symbols, and gestures as the sender intended. Because no two people interpret information in the exact same way, incorrectly decoding a message can lead to misunderstanding. Successful decoding is more likely when the receiver creates a receptive environment and ignores distractions. Alert receivers strive to understand both verbal and nonverbal cues, avoid prejudging the message, and expect to learn from the communication. Step 5: Feedback : A vital part of the communication process is feedback. Feedback occurs the sender and receiver check to ensure the message was understood as intended. Feedback is a shared responsibility between the sender and the receiver and can be verbal or non-verbal. For example, the sender can elicit feedback by asking, “Do you have any questions?” The sender can also improve the feedback process by only providing as much information as the receiver can handle. Receivers can encourage clear communication by providing clear, timely, descriptive, and non-judgmental feedback. For example, the receiver can shake his/her head up and down to confirm “yes” I have a question. Noise: It refers to any obstruction that is caused by the sender, message or receiver during the process of communication. For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures, etc. Types of communication Formal and informal Oral and written Internal and external Verbal and non verbal Formal communication Formal communications are the one that flows through the official channels designed in the organizational chart. It may take place between a superior and a subordinate, a subordinate and a superior or among the same cadre employees or managers. These communications can be oral or in writing and are generally recorded and filed in the office. Formal communication may be further classified as Vertical communication and Horizontal communication. Vertical communication Vertical Communications as the name suggests flows vertically upwards or downwards through formal channels. Upward communication refers to the flow of communication from a subordinate to a superior whereas downward communication flows from a superior to a subordinate. Application for grant of leave, submission of a progress report, request for loans etc. are some of the examples of upward communication. Sending notice to employees to attend a meeting, delegating work to the subordinates, informing them about the company policies, etc. are some examples of downward communication. Horizontal communication Horizontal or lateral communication takes place between one division and another. For example, a production manager may contact the finance manager to discuss the delivery of raw material or its purchase. It is important for the growth of organization as it builds cooperation among the various branches. Diagonal communication Diagonal or crosswise communication flows in all directions and cuts across various functions and levels in an organization. For example, when a sales manager communicates directly with the vice president (production) who is not only in an different division, but also at a higher level in the organization, they engaged in diagonal communication.  Flow of communication in an organization Managing director Director 1 Director 2 Director 3 Manager Manager Manager Manager Manager Manager Manager Manager2 Manger 3 1 2 3 1 3 1 2 Lateral/Horizontal Diagonal Downward Upward Informal communication Any communication that takes place without following the formal channels of communication is said to be informal communication. Informal communication is often referred to as the ‘grapevine’ as it spreads throughout the organization and in all directions without any regard to the levels of authority. Informal communication spreads rapidly, often gets distorted and it is very difficult to detect the source of such communication. It also leads to rumours which are not true. People’s behaviour is often affected by rumours and informal discussions which sometimes may hamper the work environment. Verbal communication Verbal Communication is an exchange of information by words either written or oral. Verbal communication consists of speaking, listening, writing, reading etc. It is the most preferred mode of communication. It may be of two types of Verbal Communication: Oral Communication Written Communication Oral communication When a message is expressed through spoken words, it may be either through face to face conversations or with the help of electronic mode such as telephone, cellular phone, etc. It may also be in the form of informal conversation, group discussions, meeting etc. It is a more effective means of exchange of information because the receiver not only hears the message but also observes the physical gestures of the speaker. Formal types of oral communication include: Presentations at business meetings Classroom lectures Commencement speeches given at a graduation ceremony Written communication When opinions are exchanged in written form, rather than by spoken words, it is knows as written communication. It may be expressed through charts, pictures and diagrams. It includes newspapers, reports, letters, circulars magazines etc. While using written communication, words should be select very carefully because message ones sent can not be altered. it is formal in nature and cannot be overlooked. Non verbal communication Communication through expressions, gestures or posture is nonverbal communication. It refers to the flow of information, through facial expressions, tone of voice and other body movements. In other words, it is a type of communication other than words. It conveys the feeling, emotions, attitude of a person to another. A person can communicate his feeling to others quickly and economically by using a non-verbal form of communications. This does not require the use of words as a person can express his feelings by his body language. Internal communication Communication within an organization is known as internal communication which is usually a formal. The interactions which are take place through preset formats and usually not are unplanned. Usually superiors take decisions and convey them to their subordinates. Letters, reports, instructions, seminars etc are methods of transmitting information. External communication All official, technical or professional communication with people outside the organization is known as external communication. This type of communication helps in achieving organization’s goals by coordinating with external agencies. It refers to interaction with shareholders, regulators, vendors, service companies, customers and the general public. Levels of communication Extrapersonal: human and non human Intrapersonal: within individual Interpersonal: interaction among people Organizational: for large audience Mass: within different hierarchical levels of organization  Extrapersonal communication Communication between human beings and non human entities It requires perfection in expression Understanding and coordination between sender and receiver (as one is transmitting the information or responds in sign language only) For example: A parrot responding to your greeting, When your pet dog comes to you wagging its tail as soon as you return home from work.  Intrapersonal communication It takes place within the individual. thinking, writing notes to remind yourself of things you need to do, and talking to yourself are all forms of intrapersonal communication. In this level of communication, you are both the person 'sending' and 'receiving' the message. Because you play this dual role, the chances of misinterpretation or miscommunication are essentially non-existent. For example when you “feel hot” , the information is sent to brain and you may decide to “turn on the cooler” , responding the instructions sent from brain to hand. Here relevant organ is sender, electrochemical impulse is message and brain is receiver. Next the brain assumes the role of sender and sends the feedback that you should switch on the cooler. So this process can be termed as intrapersonal communication. Interpersonal communication It is different from other forms of communication. Few participants are involved, they are in close proximity to each other. Many sensory channels are used and feedback is immediate. Roles of sender and receiver keep alternating. This form is advantageous because direct and immediate feedback is possible. If the doubt occurs, it can be solved immediately. It can be formal or informal. For example, your interaction with a sales clerk in store is different from that with your friends and family members. Depending upon the formality of situation interpersonal communication takes different styles. It also depend on variety of factors such as psychology of two parties involved, relationship between them, circumsentence in which communication take place, surrounding environment and cultural context.  Organizational communication Communication in an organization takes place at different levels. It may be upward, downward, diagonal and grapevine. This kind of communication can be divided into : Inter-operational Communication contains the structured communication within the organization. External – operation Communication deals with people and groups outside the organization. It is the organization’s communication with its public – its suppliers, customers and general public. Personal Communication: Communication that occurs without purpose as far as business is concerned is called personal communication. Organizational communication  Mass communication There are several mass media such as journals, television, newspapers, internet which mediate such communication to the large audience. Information in the oral form requires equipment such as microphones, amplifiers and information in the written form requires electronic or print media. Oral communication through mass media requires some equipment such as microphones, amplifiers etc and the written form requires or print visual media. General communication Contains a general message Informal in style and approach No set pattern of communication Mostly oral Not always for a specific audience Does not involve the use of technical vocabulary or graphics etc Technical communication Contains a technical message Mostly formal Follows a set pattern Both oral and written Always for a specific audience Frequently involves jargon, graphics etc Kinesics The word kinesics comes from the root word kinesis, which means “movement,” and refers to the study of hand, arm, body, and face movements. Kinesics is the study of body language. E.g. when a person says glad to meet you, his face glows with warmth and his voice vibrates with joy. Body language is suitable for expressing feelings and emotions like joy, anger, fear, nervousness, anxiety, tension, frustration etc. Expression of these feelings is mostly unconscious. Body language includes gestures, facial expressions, eye contact and body movement. Facial Expressions FACIAL EXPRESSIONS Face is the index of the mind. Face would give clues about a person‘s mental state. Facial expressions convey acceptance, rejection, satisfaction, dissatisfaction, friendship, hostility, interest, indifference, confidence, nervousness, determination, optimism, ease, discomfort, pain, pleasure, joy, surprise, shock, boredom etc. smile expresses satisfaction and approval; Wrinkles on face suggests worry; raised eye brows, wide open eyes and gaping mouth show surprise or shock. Gestures A gesture is a movement of head, hands or legs to express an idea, feeling or emotion. Gestures may either accompany spoken words or stand alone. E.g. Head-nod suggests = yes‘; shaking of the head sideways suggests =no‘; thumbs up suggests =approval‘; hands crammed into trouser pockets suggests superior status; both hands folded on chest or toes tapping the floor indicate speakers attitude. Emblems Emblems are deliberate movements of the body that are consciously sent and easily translated into speech, such as a thumbs-up gesture that means “okay,” and a wave that means “hello” or “good-bye.” Oftentimes, we use emblems when noise or distance makes it less feasible that we will be understood through the use of words alone. Traders on the floor of a stock exchange and sports umpires and coaches on the playing field use emblems regularly; for them, emblems compose a gesture system.  Illustrators Illustrators are bodily cues designed to enhance receiver comprehension of speech by supporting or reinforcing it. As we do with emblems, we use illustrators consciously and deliberately. For example, when you give someone directions, you use illustrators to facilitate your task.  Adaptors Adaptors are unintentional movements of the body that involuntarily reveal information about psychological state or inner needs, such as nervousness. They include nose scratches, hand over lips, chin stroking, and hair twirling. Body movement Body movement refers to positioning or movement of the body when one is engaged in inters- personal communication. When people are interested and involved, they tend to lean towards the speaker and when they are not interested, they hold themselves back. Posture Posture means the way in which someone usually stands or sits or holds his shoulders, neck and back. Posture can suggest whether one is: Relaxed or tensed Enthused or feeling low. Confident or dejected One‘s degree of involvement can also be indicated by one‘s posture According to Myers and Myers, posture suggests our perception of a person‘s status. E.g. one tends to relax around people of equal or lower status and tense up around people of higher status. Eye contact Eye contact is a subtle part of body language. It regulates interaction. When the topic of discussion is pleasant, we maintain eye contact with the speaker. On contrary, in unpleasant situations we lower our eyes or look sideways. Eye contact indicates our willingness to interact, while its absence suggests the desire to withdraw. Starring or glaring look suggests defiance or threat. Proxemics It is the study of physical space in interpersonal relations. Proxemics is made from “Proximity”, which means nearness, and includes the space around us and our physical environment or surroundings. The study of spatial territory for the purpose of communication uses four categories for informal space: the intimate distance for embracing or whispering (6- 18 inches), the personal distance for conversations among good friends (1.5-4 feet), social distance for conversations among acquaintances (4-12 feet), and public distance used for public speaking (12 feet or more). Chronemics Chronemics refers the study of how time affects communication and includes how different time cycles affect our communication, including the differences between people who are past or future oriented and cultural perspectives. In professional world, time is most valuable resource. If we are late for appointment people will react negatively, and if we arrive early, we are considered over eager. By valuing someone else’s time we communicate our professionalism. People have their own time language. To one person who wakes up at 8:00 am, 6:30 am may be early, to another 8:00 am may be late if he/she wakes up at 5:30 am. In Latin countries meetings usually begin well after well appointed time. Everyone knows this and no one is offended.  Haptic or touch Touching is also one of the traditional methods of communication. How a person touches, sends message about their relationship and the situation in which they are placed. It can reveal whether someone is caring, friendly or intruding into others personal space. Gentle pat on back or a warm hand shake or simply holding hands can express more than a lengthy speech. When we appreciate someone, we pat on his back. Parents and elders bless their younger ones by touching their head. Younger people express respect by touching the feet of elderly people. By shaking hands, we show our warmth and affection to each other. When two friends after a long gap hug each other, it shows their warmth and affection. Touching can show tenderness, affection, encouragement and the full range of emotions Vocalic It refers to a wide range of vocal characteristics like speaking rate, pitch, volume, tone of voice, and vocal quality. These qualities, also known as paralanguage. Paralanguage refers to a wide range of vocal characteristics. TONE: Can be gentle, persuasive, appreciative or angry. PITCH: variations are necessary to keep the listener attentive. Important parts of the message should be delivered at a higher pitch SPEED OF DELIVERY: Speaking fast is different from speaking fluently. Incomprehension is the result of speaking fast. Proper use of stress and pause is essential PAUSES: at the right place is important for effective communication. Pause before and after an important message is vital. The first pause creates a suspense and anticipation, the second pause gives time for understanding SPEECH BREAKERS: Words like ‗oh‘, ‗you know‘ should be avoided to facilitate smooth flow of message STRESS: Important words in the message should be stressed. E.g. I have checked the bills. Barriers in communication Communication is not always as effective as it should be. Certain external and internal forces impede the flow of communication. They interrupt or block communication, these forces are called Communication barriers. Communication Barriers are the results of several inadequacies that tend to distort the communication and make communication less effective. Classification of barriers INTRAPERSONAL : Stems from a person‘s attitude, behavior, knowledge, education and personality INTERPERSONAL : Stems from inappropriate transaction of words between two or more people. ORGANIZATIONAL :Refers to barriers in organizational communication  Interpersonal barriers All individuals are unique as we have different personalities, attitudes, values, knowledge etc. We react differently to different situations as our thinking varies. 1. Wrong assumptions 2. Varied perceptions 3. Differing background 4. Wrong inferences 5. Impervious categories 6. Categorical thinking Wrong assumptions These generally occur because the sender or the receiver doesn’t have adequate knowledge about the other’s background or develops false concepts, which are fixed in his/her mind. Ex: A doctor asks his patient to take medicine only ‘SOS’ (i.e., during an emergency), without knowing if the patient understands the term ‘SOS’ Overcome: The best way to overcome this barrier is to put yourself in the shoes of the listener and becoming yourself as a good communicator. Varied perceptions These happen when individuals in certain scenario perceives the situation in different ways. The way we understand the world around is called as perception. Each one perceives the world in his unique way and interprets what has been perceived in yet another unique way. Ex: In the story ‘The elephant and six blind men’, the elephant was perceived by each man as a fan, a rope, a wall, a sword, a snake, and a tree. Here every individual holds different viewpoints about the same situation. Overcome: The best way to overcome this barrier is to take step back and take a wider, unbiased perspective of the issue. Differing backgrounds These occur when people are different due to different education, culture, language, environment, financial status, etc. Our background plays a significant role in how we pass information. When something not experienced is described or received, people may not find it interesting at all. Ex: A professor talks about his rock-climbing adventure. Students who have experienced that may appreciate his talk, while others who have never been to that couldn’t enjoy it all. Overcome: The best way to overcome this barrier is to show empathy and identify other’s background on the subject concerned. Wrong inferences These occur when we fail to distinguish between what actually exists and what we had assumed to exist. Inferences are more dramatic than facts, and for this reason they can provide more scope for gossip and rumor to spread. While we solve problems, examine materials, plan any procedures, it is essential that inferences be supported by facts. Ex: An employee returns from a business trip and finds that two of his colleagues are absent. They don’t turn up for several days. As there is recession on, he draws an inference that they have been dismissed. Overcome: The best way to overcome this barrier is to use qualifiers such as ‘evidence suggests’ or ‘in my opinion’ to remind yourself and the receiver that this is not yet an established fact.  Blocked categories These happen when people ignore the current developments and updates, as they feel it difficult to quickly adapt themselves to these resolutions. Instead of taking advantage of such developments, which facilitates the communication process, these people resist and criticize them. It is because of their closed mind set. Such people are called ‘Misioneists’. Rejection, distortion and avoidance are three common factors which lead to blocked categories. Ex: one reacts positively to the matter if it suits one’s views and attitudes, and ignores which doesn’t suit. Like, a student may think that only student of science are good in reasoning; another might be of the opinion that young executives are more efficient than older ones. Overcome: The best way to overcome this barrier is to be open minded, depersonalize, unbiased and technologically upgraded. Categorical thinking This occurs with the people who feel that they know everything about a particular subject, and therefore refuse to accept any further information on the topic. It happens due to ‘know it all’ attitude and such people are called ‘Pansophists’. This becomes a major barrier, leading to a failure in communication. Ex: In a general body meeting, an employee doesn’t pay attention, as he was already briefed about the agenda by the secretary. Later he proposes to buy new vehicles and feels embarrassed after knowing that the same was discussed and decided by the Manager. Interpersonal barriers These barriers occur due to inappropriate transaction of words between two or more people. 1. Limited Vocabulary 2. Incongruity ( mismatch) of Verbal or Non-verbal message 3. Emotional outburst 4. Communication selectivity 5. Cultural variations 6. Poor listening skills Limited Vocabulary This occur when we find ourselves searching for the exact word or phrase that would be appropriate for what we are trying to express. On the other hand, merely having a wide vocabulary if of no use unless the communicator knows how to use it. So, the denotative and connotative meanings of the words should be absolutely clear to the receiver. Ex: When a person is at a loss of words during a speech, his communication will be very ineffective, and he will leave a poor impression on the audience. Overcome: The best way to overcome this barrier is by putting constant efforts in increasing vocabulary by regularly reading a variety of books and listening to native speakers of the language. Incompatibility of verbal and non-verbal messages This happen when there is no connection between what a person speaks and what he expresses. When a person interprets the non-verbal communication which doesn’t suit his verbal communication, he leaves his listeners confused and puzzled. Assumptions based on the physical appearance also lead to this communication barrier. Ex: While introducing the newly recruited manager to other employees, the CEO of the company conveys the message that he is very delighted to have the new manager appointed. However, the expression on his face shows just the opposite of what he is saying. Emotional Outburst It occurs when we are overwhelmed by our emotions. Though moderate level of emotional involvement heightens our communication, excessive emotional involvement can be an obstacle in communication. Ex: There is a rumor floating amongst the employees that the president of certain company involved in fraud. The president is aware of that he thinks they are baseless. When the president of a company is asked to address the same employees, he isn’t able to put his point across, as he is flushed with anger. Communication Selectivity This happens when the receiver in a communication process pays attention only to a part of the message. This happens because he is interested only in that part of the message which may be use to him. In such cases, the sender isn’t a fault. It is the receiver who breaks the flow of the communication. Ex: A meeting is held by the CEO of a company. She calls all her executives from various divisions-production, finance, marketing, etc. when she addresses the message related to finance, the other ignores thinking that is not important for them. And it is vice versa with the rest too. Overcome: The best way to overcome this barrier is to be attentive and resourceful irrespective of one’s position and profession. Cultural Variations Business practices, social customs and etiquettes of a particular country should be taken into consideration when communicating with people across the globe. Examples: 1. In America, it is okay to address one’s senior with his/her first name, where as in India it shows disrespect. 2. ‘Thumbs up’ in America means approval, but is considered vulgar in Iran and Ghana Overcome: The best way to overcome this barrier is to know the business practices, social customs, and etiquette of the particular country or place one is dealing with. Poor listening skills This happens when an individual is engrossed in his own thoughts and not able to concentrate on listening. We should remember that listening and hearing are not the same. Hearing is a passive exercise while listening requires careful attention and accurate decoding of signals received from the speaker. Distractions like emotional disturbances, indifference, aggression, and wandering attention lead to poor listening skills. Noise in the channel This barrier occurs if there is any unwanted noise signal that acts as a hindrance in the flow of communication. It isn’t necessarily limited to audio disturbances, but can also occur in visual, audio-visual, written, physical, or psychological forms. Examples: 1. Disturbances in telephone lines, din of machines, the blare of music from a stereo system, poorly designed acoustics are some examples of technical noise. 2. Employees gather for a meeting and a member arrives late distracting everybody’s attention is an example of human noise.  Organizational barriers Every organization has its communication techniques and communication climate. Irrespective of its size, all organizations have communication policies. These policies are referred as PROTOCOL. The complexity and structure of this protocol can cause communication barriers. Main organizational barriers are 1. Too many Transfer points 2. Fear of Superiors 3. Negative Tendencies 4. Information Overload 5. Use of inappropriate media Too many transfer stations: Transfer stations are points at which communication is passed. More the transfer stations, more is the likelihood of message being distorted or lost. For effective communication, we should have less transfer points. In organizations, having rigid hierarchy, transfer points are more. To have less transfer points, there should be direct contact between sender and receiver. Fear of superiors In rigidly structured organization, subordinates would be fearful of the superiors and would not talk frankly. On the other hand, in an open environment people will speak freely and will have active participation during meetings with their seniors. Negative tendencies Negative tendencies can arise due to improper management of groups in an organization. Groups can be formal or informal. There can be conflict of ideas between group members and non-group members. Example: - The student members of the sports club of an educational institution may be annoyed with non-members who oppose the club for allocating more funds to purchase sports equipment. Use of inappropriate media Media like graphs and charts, telephones, facsimile machines, boards, email, telephones, films and slides, computer presentations, teleconferencing and video conferencing are used in organizations in order to pass the information. If the media chosen isn’t appropriate that leads to barrier and creates miscommunication. Examples: 1. Telephone would not be an ideal medium for conveying confidential information. Information Overload This happens when there is inefficiency in manual handling of huge amount of data. The usual results of this barrier are fatigue (tiredness), disinterest, and boredom. In this barrier, usually, important information gets mixed up with too many irrelevant details, and is therefore causes confusion, errors and finally ignored by the receiver. Ex: A teacher gives too much information at once for the students to handle as he has very short time to finish the syllabus.