Communication Skills PDF

Compiled by: Jolly Sengupta Lang. & Soft Skills Trainer Dept. of Applied Sciences & Humanities Unit- 1 What is Communication? Communication is...

Compiled by: Jolly Sengupta Lang. & Soft Skills Trainer Dept. of Applied Sciences & Humanities Unit- 1 What is Communication? Communication is the process of exchanging information, ideas, opinions, or emotions between people. It can be verbal, written, or non-verbal, and it can involve a variety of mediums, such as sound, bodily movements, or electricity. Parties involved in communication are: sender & the receiver. Communication is a two-way process that involves a sender, a receiver, and a message. The sender encodes their thoughts into a message, which the receiver decodes by interpreting it. However, the receiver may interpret the message differently than the sender intended. Communication can be affected by many factors, including: The location, The medium used, The cultural situation, and The emotions involved. Types of communication: There are different types of communication, including: Verbal: Speech or oral communication Non-verbal: Gestures, eye movements, and behavior Written: Graphical representations, such as infographics, maps, and charts Visual: Other types of communication Communication can also be formal or informal. Informal communication is often done orally and using gestures, and it doesn't follow authority lines. How does the communication process work? You communicate every day, whether it is in the form of a face-to-face or telephone conversation, an email, a text message, a Facebook post, a tweet or a presentation. Yet you will rarely stop to think about the way you delivered your ‘message’. The critical aspects of communication are how the sender conveys the message and how the recipient receives it.  Communication Cycle diagram Essentials of effective communication What is effective communication? active listening. understanding non-verbal signals (e.g. facial expressions) maintaining eye contact. being assertive without being confrontational. being mindful of people's individual space. using positive body language. understanding different cultures and backgrounds. In evolving an effective system of communication, the management should consider the following essentials for effective communication: (1) Clarity of Information: Commenting on the ‘communication realism’ Terry says that first essential of effective communication is to ‘inform yourself fully’. It implies that first of all the communicator must be clear in his mind with the information he wants to communicate. Communication should always be in common and easily understandable language so that it may not be misunderstood by the persons receiving it. (2) Adequacy of Message: The message to be communicated should be adequate and complete in all respects since incomplete information turns out to be dangerous from the viewpoint of business. The adequacy of information being transmitted depends upon the intellectual capabilities of parties concerned. (3) Consistency of Message: The message to be communicated should not be mutually conflicting rather it should be in line with the overall objectives, policies, programmes and procedures of the organisation. Self- contradictory messages always create chaos and confusion in the organisation which is highly detrimental to the efficient running of the enterprise. If the message is amended from the previous one, the fact should be clearly stated so that the chances of confusion can be reduced. (4) Feedback: Feedback is an important method of ensuring effective communication. It refers to the confirmation of the idea communicated whether the message has been understood by the receiver in the same sense in which the sender makes or whether the recipient is agreed or disagreed to the proposal of the communicator, makes it essential on the part of the sender to confirm it from the receiver. In case of face to face communication, it is easier to get feedback information observing the emotions and expressions on the face of the receiver. But, for written communication, the management should devise or evolve suitable means and ways for making communication more effective. (5) Understanding the Receiver: Understanding is the main aim of communication. The communication must create proper understanding in the mind of the receiver. Killian advised, “communicate with an awareness of the total physical and human setting in which the information will be received. Picture the place of work; determine the receptivity and understanding levels of the receivers; be aware of social climate and customs, question the information’s timeliness. Ask what, when and in which manner you would like to be communicated with if you were in a similar environment and position.” (6) Consultation: It is generally desirable to consult others in planning communication. This will provide additional insight and objectivity to the message. An important advantage of consultation will be that those who have been taken into confidence while planning communication will lend active support. (7) Determine Medium: After having decided the subject matter it should be determined as to how best this message is to be communicated. All aspects of oral or written communication must be carefully examined. (8) Tone and Content: The communicator must be careful about the language he uses while speaking or writing. His tone, expression and emotion will have a definite impact on the effectiveness or otherwise of what he is trying to communicate. (9) Timing and Timeliness: Proper attention should be given to the timing and timeliness of the communication. The same message will be received or responded differently by different individuals and groups at one time and differently by the same individuals and groups at different times. Even in an emergency one dare not overlook the situational, psychological and technical aspect of timing. Moreover, it is also necessary that information should be given in time as out-of-date information is as bad as or worse than none at all. (10) Support with Action: It is highly necessary that the actions of the communicator should support his communication. This is because action speaks louder than words. The most persuasive communication, it should be noted, is not what one says but what one does. (11) Listening: A very important aspect of effective communication is that executives and supervisors should be good listeners. It is dangerous to be inattentive or indifferent when others are attempting to communicate. The ten commandments of American Management Association state: “Listening is one of the most important, most difficult and most neglected Skills M communications. It demands that we concentrate not only on the explicit meanings another person is expressing, but on the implicit meanings, unspoken words, and undertones that may be far more significant. Thus, we must learn to listen with the inner ear if we are to know the inner man.” (12) Environment of Trust and Confidence: F.E. Fischer has pointed out that ‘communication grows best in a climate of trust and confidence’. Every effort should, therefore, be made to win confidence by reporting facts honestly. Employees need to be convinced and feel that the company is truthful and sincere in its contacts. Paul Arnold, President of Arnold Bakeries: “If your employee’s relation programme is a sound one, if your intent is true, if your people believe in that intent, and in that truth, then and only then you are successfully communicating.” (13) Keeping the System Always Alive: The system of communication should be kept open and alive all the year round. It is only by honest attempts that good communication relations can be developed. NOISE: Noise in communication is any interference that makes it difficult to send or receive a message. It can be external, like loud sounds, or internal, like mental distractions or personal biases. Noise can have a significant impact on communication, causing confusion, misunderstanding, and missed information. Here are some types of noise in communication: Semantic noise When the sender and receiver have different interpretations of the words, symbols, or signs used in the message Physiological noise When your body causes your mind to lose focus on the message you're trying to receive Thermal noise Random noise generated by heat in electrical circuits Shot noise Variation in a signal caused by the quantized nature of the light and electricity making up the signal Atmospheric noise Noise caused by natural sources like lightning and thunderstorms Partition noise Noise generated when a circuit is divided between two or more paths Noise can have many negative consequences, including: Costly mistakes in businesses Safety concerns for people who struggle with hearing loss Health issues Decreased employee productivity Compromised privacy and confidentiality Prevented children from learning effectively Prevented older adults from participating in social settings How language can be used as an important tool for communication? Language is a tool for communication, and both are important for human interaction: Language A system of symbols and meanings that uses rules to convey information. Language is a key feature that distinguishes humans from other animals. It's a form of cultural embodiment, and can create feelings of social affiliation and cultural identification. Communication The process of exchanging information or messages between two or more people. Communication requires a transmitter, signal, channel, and receiver. Here are some other things to know about language and communication: Language and culture Language is strongly influenced by culture, and vice versa. Language can represent a nation, and is closely related to the attitudes and behaviors of its speakers. Nonverbal communication Facial expressions, gestures, posture, and eye contact can send powerful messages. Listening Listening is often overlooked, but it's key to understanding what others are trying to convey. Inclusive language Inclusive language acknowledges diversity, promotes equal opportunities, and conveys respect to all people. Language is a tool for communication, and both are important for human interaction: Language A system of symbols and meanings that uses rules to convey information. Language is a key feature that distinguishes humans from other animals. It's a form of cultural embodiment, and can create feelings of social affiliation and cultural identification. Communication The process of exchanging information or messages between two or more people. Communication requires a transmitter, signal, channel, and receiver. Here are some other things to know about language and communication: Language and culture Language is strongly influenced by culture, and vice versa. Language can represent a nation, and is closely related to the attitudes and behaviors of its speakers. Nonverbal communication Facial expressions, gestures, posture, and eye contact can send powerful messages. Listening Listening is often overlooked, but it's key to understanding what others are trying to convey. Inclusive language Inclusive language acknowledges diversity, promotes equal opportunities, and conveys respect to all people. PEOPLE SKILLS People skills are personal attributes that help people interact with others in a more effective way. They can be applied in many different jobs and can help build strong relationships. Some examples of people skills include: Communication The ability to convey messages clearly and effectively, and to understand the needs of others Active listening The ability to listen to others and ask relevant questions Emotional intelligence The ability to understand and manage your emotions and those of others Collaboration The ability to work with others to achieve a common goal Problem-solving The ability to solve problems Conflict resolution The ability to resolve conflicts and restore peace Flexibility The ability to be open-minded and reprioritize tasks Supportfulness The ability to offer encouraging words or helpful actions Respectfulness The ability to listen to others and respect their perspective SOFT SKILLS Soft skills are important because they can help you be more productive and successful in your career. They can include: Problem solving The ability to identify and solve problems, which can involve creative thinking, decision making, and troubleshooting. Time management The ability to prioritize tasks, set goals, and meet deadlines. Emotional intelligence The ability to manage your own emotions, especially when dealing with others. Adaptability The ability to take on new tasks and challenges without complaint, and to adapt when plans change. Critical thinking The ability to make informed decisions, and to tackle problems strategically and tactfully. Communication The ability to send and receive messages clearly and professionally, and to listen actively. Creativity The ability to develop innovative solutions to problems. Soft skills are important because they can help you: Share your goals with colleagues Accelerate the pace of work Increase efficiency Meet deadlines Stay organized Achieve your goals Work Ethics: Work ethics are a set of values and principles that guide an employee's behavior and attitude toward their job, career, and workplace. They can include traits like reliability, honesty, accountability, punctuality, and diligence. Here are some examples of work ethics in action: Respect: Respecting the work and fellow teammates Timeliness: Being on time and valuing time Discipline: Being disciplined and setting high standards for oneself Professionalism: Being professional and acting as an ambassador for the company Teamwork: Having good team spirit and collaborating with others Communication: Communicating effectively with others Adhering to the law: Following legal regulations and obligations, such as labor laws, taxes, and worker safety clauses Work ethics can lead to individual success, a healthy work environment, and personal and professional development. They can also create a positive, productive work environment that upholds values like honesty, integrity, fairness, and respect. Here are some tips for improving your work ethic: Put away distractions like your cell phone Ask for help from trusted colleagues or mentors Set SMART goals Prioritize tasks by impact Organize your notes, email inbox, and workspaces Take breaks throughout the day Practice a healthy work/life balance Emotional Intelligence Emotional intelligence (EI) is the ability to understand, use, and manage your own emotions and the emotions of others. It's also known as emotional quotient (EQ). People with high EI can: Identify their feelings and how they impact their behavior Understand the emotions behind other people's behavior Communicate effectively and empathize with others Avoid impulsive decisions and think objectively before acting Manage relationships and make others feel heard EI can help you: Build stronger relationships, Succeed at school and work, Achieve your career and personal goals, Have uncomfortable conversations without hurting feelings, and Manage your emotions when stressed or feeling overwhelmed. Some ways to improve your EI include: Recognizing and naming your emotions, Asking for feedback, and Reading literature from someone else's perspective. Body Language: Body language is a form of nonverbal communication that can help you convey emotions and intentions that words alone might not be able to express. It includes a variety of physical movements, such as facial expressions, hand gestures, eye movements, posture, and touch. Body language can be important for a number of reasons, including: Building trust When your nonverbal signals match what you're saying, it can increase trust, clarity, and rapport. Understanding others Being able to understand and interpret other people's body language can help you pick up on unspoken issues or feelings. Adding strength to verbal messages Body language can be used to add strength to your own verbal messages, particularly when meeting people for the first time or speaking in public. Here are some examples of body language: Facial expressions The many muscles in your face can communicate a state of mind. For example, shaking your head can convey disapproval, while nodding your head can convey understanding. Leg position Crossing your legs at the ankle might indicate that you're trying to hide something, while crossing them at the knee and pointing your knees away from the other person might mean you're uncomfortable. Arm position Having your arms down to your side or arranged in some other open way can signal that you feel positive and ready to absorb information. Having your arms crossed or closed might indicate that you're experiencing a negative emotion. What’s Communication in Leadership & Why Is It Important? Good communication is a fundamental leadership skill and a key characteristic of a good leader. Leaders must be skilled at communicating with others in countless settings and relationships — with individuals and at the organizational level, in communities and groups, and sometimes even on a global scale — in order to achieve results through others. What Is Leadership Communication? Leadership communication is how leaders inform and inspire others, and it encompasses verbal, nonverbal, and written messages. From giving instructions and feedback to direct reports, to sharing the vision with employees, to mediating conflict with teams, to providing updates to stakeholders — effective communication in leadership is critical. Why Is Communication Important for Leaders? At CCL, we see communication as one of the “fundamental 4” core leadership skills — those timeless skills needed by leaders in any organization, regardless of role, industry, or location. Leaders must be able to think with clarity, express ideas, and share information with a multitude of audiences. They must also handle the rapid flows of information within the organization and among colleagues, customers, partners, vendors, and others. Effective leadership communication allows managers to deepen connections, build trust, and drive creativity and innovation through their daily interactions with others. It also helps during change or disruption, as communication is one of 3 critical competencies that our research has found are essential for successful change leadership. The Connection Between Communication, Conversations & Culture In organizations, conversations are the foundation upon which the majority of communication happens, as people communicate every day through the formal and informal discussions they have with colleagues and leaders. And the more effective these conversations are, the stronger their organizations become — because better conversations drive better culture. Core Traits of Successful Leadership Communication Authenticity Be honest and sincere. Find your own voice; avoid using corporate-speak or sounding like someone you’re not. Let who you are, where you come from, and what you value come through in your communication. People want, respect, and will follow authentic leadership. Forget about eloquence — worry about being real. Don’t disguise who you are. People will never willingly follow someone they feel is inauthentic. Accessibility Visibility is a form of communication. If you want to communicate well, be accessible. Emails and official missives aren’t enough. Be present, visible, and available. Getting “out there” — consistently and predictably — lets others know what kind of leader you are. People need to see and feel who you are to feel connected to the work you want them to do. Find ways to interact with all of your stakeholder groups, even (and especially) if communicating in a crisis. Clarity & Confidence Being clear and confident when communicating with your team helps avoid ambiguity, misinterpretation, and confusion. Speak in specifics, use nonverbal communication to augment your words, and speak not just with facts but also with feelings and values. Being able to speak clearly and confidently builds trust and commitment with your team. Empathy & Respect Empathy is critical for leadership success, and that extends to communication. Employees want empathy from their leaders and appreciate compassionate leadership. Acknowledge their feelings and pain points when you speak to them, and that will help them feel valued and heard, creating a strong culture of psychological safety. Trust Trust isn’t something you can mandate — it grows from consistently demonstrating your commitment to better communication with those you work with. By modeling the values you hope to foster in your team and in your organization, you can build trust. And by building trust, you also encourage those around you to communicate more authentically, contributing to a culture of psychological safety at work. When people feel safe with their team and organization, they’re more open to sharing ideas and taking risks, which can lead to more creativity and more innovation. Self management Self-management skills are the ability to manage one's own time, work, and behavior in the workplace. Some examples of self-management skills include: Time management Planning and controlling how you spend your time to accomplish your goals Self-motivation Having the inner drive to act on your own accord Decision-making Evaluating multiple alternatives and choosing the most suitable option Problem-solving Identifying issues, analyzing potential solutions, and implementing effective resolutions Goal setting Providing direction, motivation, and a clear focus Stress management The ability to manage stress effectively and remain calm under pressure Organizational skills Taking responsibility for your time, output, and your behavior in the workplace Adaptability The belief that “whatever comes your way, you can handle it” Accountability Taking ownership of something, whatever happens Difference between technical & general communication Flow of communication: The flow of communication is the pattern of how information moves within an organization or between people. Communication flows can be classified by direction, such as: Downward: Also known as top-down communication, this is when information flows from superiors to subordinates. Upward: Information flows from subordinates to superiors. Horizontal: Also known as lateral communication, this is when information flows between people and groups at the same level of an organization. Diagonal: Information flows diagonally. The direction of communication flow is often determined by the organization's structure, size, and nature. For example, in traditional organizations, communication often flows vertically. In informal organizations, such as tech start-ups, communication often flows horizontally and diagonally. The communication process also involves five steps: Idea formation Encoding Channel selection Decoding Feedback Downward Communication Upward Communication LATERAL COMMUNICATION DIAGONAL COMMUNIACTION To have effective communication, one should keep the following 7 C’s of communication in mind: Clear: The message should be clear and easily understandable to the recipient. The purpose of the communication should be clear to sender then only the receiver will be sure about it. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence. Correct: The message should be correct, i.e. a correct language should be used, and the sender must ensure that there is no grammatical and spelling mistakes. Also, the message should be exact and well-timed. The correct messages have a greater impact on the receiver and at the same time, the morale of the sender increases with the accurate message. Complete: The message should be complete, i.e. it must include all the relevant information as required by the intended audience. The complete information gives answers to all the questions of the receivers and helps in better decision-making by the recipient. Concrete: The communication should be concrete, which means the message should be clear and particularly such that no room for misinterpretation is left. All the facts and figures should be clearly mentioned in a message so as to substantiate to whatever the sender is saying. Concise: The message should be precise and to the point. The sender should avoid the lengthy sentences and try to convey the subject matter in the least possible words. The short and brief message is more comprehensive and helps in retaining the receiver’s attention. Consideration: The sender must take into consideration the receiver’s opinions, knowledge, mindset, background, etc. in order to have an effective communication. In order to communicate, the sender must relate to the target recipient and be involved. Courteous: It implies that the sender must take into consideration both the feelings and viewpoints of the receiver such that the message is positive and focused at the audience. The message should not be biased and must include the terms that show respect for the recipient. Note: This checklist applies to both the written and oral communication. Interface between language & law The interface of law and language can refer to the use of language in the legal system, or the use of linguistic evidence in the judicial process. Some say that language is essential to law, and that legal notions exist almost exclusively within language. Strong English skills can be important for lawyers, as they can help with writing legal documents, negotiating agreements, and presenting arguments in court. INTRODUCTION Law is language. It is not solely language, since it is a social institution manifested also in non- linguistic ways, but it is a profoundly linguistic institution. Laws are coded in language, and the processes of the law are mediated through language. The legal system puts into action a society's beliefs and values, and it permeates many areas of life, from a teacher's responsibilities to a credit card agreement. The language of the law is therefore of genuine importance, particularly for people concerned with addressing language issues and problems in the real world - that is, Applied Linguists. Aside from the work of applied linguists, there is important related work on language and the law in the fields of literature, communication, philosophy, legal studies, and psychology. Word limits mean that there is not space to discuss all of these issues, although a comprehensive theorized understanding would demand their inclusion. Indeed, each of the major areas in the review that follows merits a lengthy review of its own, but even these topics cannot be treated in more than a passing manner in a review such as this: Rather than repeat this warning in each section, I make it now. 1. Communication Legal communication includes non-verbal semiotic systems (e.g., gesture, illustrations) and a linguistic system with (at least) three levels: the grapho-phonic system (e.g., the font used in a legal document, the pace and intonation of a judge's instructions to a jury); the lexico- grammatical system (words, morphology, syntax); and the discourse system, including genres. The regular use of particular lexicon and grammar within specific socio-cultural areas such as the law constitute another linguistic aspect, that of registers (Kurzon 1997) - while difficult to define, the legal register is usually easily recognizable. The lexico-grammar is used to negotiate meaning, including propositional meaning, social meaning, and functional meaning (the last often referred to as 'speech acts'). This negotiating of meaning inevitably involves a construal of the social and physical world - the legal view of the world is unique and particular. Such construal is therefore pragmatically related to sociocultural and physical contexts. As the notion of construal implies, a third aspect of communication is the world view/knowledge of the participants, including their social schemas, physical world schemas, and intentions, in other words, their preexisting shared and differing understandings of social and material worlds, and particularly of the topic of the communication. An important part of this knowledge consists of their command of the above elements of the communication process, that is, their communicative ability. 2. Law Law consists both of a code of laws and processes for applying them and disputing their application. This distinction, between the static or codified, and the dynamic and dialogic aspects of the law is useful, although the two interact, and the boundary is fuzzy (for instance 'precedent' operates as means of converting the outcomes of dynamic legal processes into static bases for interpretation). Law of this kind appears to have developed long before writing as part of the regulatory system of human societies, as can still be seen in the "traditional law" of orate cultures. (There is a substantial anthropological literature.) Religion has also played a role in the development of law - an important predecessor of Common Law courts were the Ecclesiastical courts; for example, Islamic or Shari'ah Law is the basis of many legal systems around the world, although not entirely: Saudi Arabia has non-Islamic traffic courts. There are, in addition, many 'local' legal systems, but these have often blended with two secular legal systems which have evolved into many variants around the world. Roman Law, also known as the Inquisitorial system, developed from ancient Roman law and is found in much of continental Europe, East and South East Asia, Latin America, and parts of Africa and the Middle East. Common Law, also known as the Adversarial system, originated in England and Wales and can be found where English speakers have ruled, including England and Wales, North America, much of Australasia and Oceania, South Asia, Singapore and Malaysia, and parts of Africa and the Middle East. LEGAL LANGUAGE The law in literate societies is a social institution which has become highly specialized, predominantly written, and since it involves the imposition of societal norms, associated with the deployment of power. These three characteristics are marked in the language of the law. The development of the language of the law thus reveals 1) the move from speech to writing, 2) specialization and technicality (e.g., legal dictionaries), and 3) the use of power (Atkinson and Drew 1979). Jackson (1994:201) writes, "The cognitive structures of the law have come to reflect written forms of consciousness." Danet and Bogoch (1994) document the linguistic consequences of the move from spoken to written legal texts, and also the return to more orate forms in incipient post-literate uses of video recording and photography, perhaps as part of a more profound cultural change from aurality to visuality. Judges too may 'translate' from written to spoken form for the benefit of jurors (Phillips 1985). Technicality and the impact of writing are manifested in various ways. The main lexical characteristic of the law is large-scale technicality. This feature can involve technical terms that are not part of everyday language, such as 'codicil,' 'deforcement,' and 'decree nisi.' But it may also mean that everyday words are used in a specialized sense, for instance 'contempt,' 'execution' (of a document), 'caution,' and 'costs.' The classic Mellinkoff (1963) text is still an important source for a history of the language of Common Law, including the influence of Latin (e.g., 'habeas corpus') and French (e.g., 'tort') in the development of technical language (see also Hiltunen 1990). The legal system construes external reality in a unique way and legal practice is a distinct microculture, so at least some of this lexical technicality is necessary to express legal notions and refer to legal processes. The grammar of the language of the law reflects in very long noun phrases the need to package complex and precise meanings (Danet 1990) and in complex syntactic structures the need to establish both the nature of laws and the conditions under which they apply (Bhatia 1994). Both of these characteristics are required, but probably not to the degree to which they are currently used. Legal technicality is also found in languages other than English and in other legal systems; for instance, Pardo (1996:36) describes legal technicality in Spanish, as does Duarte (1993:66-67) for Catalan. In the area of semantics and hermeneutics, linguistics has many applications in the areas of the drafting, interpretation, and implementation of the law. The Plain Legal Language movement is perhaps the best known influence upon drafting. There is a significant and occasionally heated debate (e.g., Washington University Law Quarterly 1995, 73/5) between eminent lawyers and linguists concerning the role of linguistic approaches to interpretation and implementation of legislation, and Solan (1995) provides important insights on this debate. Characteristics & features of legal English Legal language has several characteristics, including: Technical terminology: Legal language uses technical terminology and formal vocabulary, which can be difficult to understand. Impersonal constructions: Legal language often uses impersonal constructions. Long and complex sentences: Legal language can use long and complex sentences. Based on other languages: Legal language is based on formulae from the Anglo, Latin, and French languages. Legal jargon: Legal language uses legal jargon, which is language that most legal professionals can understand but is not in common usage. Precision: Legal language is precise to minimize the risk of misinterpretation. Clear and accessible: Legal documents should be clear and incontrovertible. Reforming: Legal language is being reformed to make it more accessible to the public and legal professionals. Legal language is primarily found in written legal texts, such as statutes and wills. ----------------------------------ALL THE BEST-----------------------------------------