Soft Skills for Professional Success - Unit 1 - The Art of Communication PDF

Soft Skills for Professional Success – A Course Offered as a Value-Added Programme Unit 1 The Art of Communication Communication is fundamental to the existence and survival of humans as well as to an organiza...

Soft Skills for Professional Success – A Course Offered as a Value-Added Programme Unit 1 The Art of 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 achieving what one desires or getting things done. One may be highly qualified and skilled but if s/he does not possess good communication skills, all the ability goes waste. One must be able to communicate one's ideas effectively to everyone around to get the work done from them properly. Process of Communication Communication is a continuous process that mainly involves three elements viz. sender, message, and receiver. The elements involved in the communication process are explained below in detail: 1. Sender The sender or the communicator generates the message and conveys it to the receiver. He is the source and the one who starts the communication 2. Message It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be communicated further. DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme 3. Encoding The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc. before it is being conveyed. 4. Media (Channel) It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing. The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the sender. 5. Decoding It is the process of converting the symbols encoded by the sender. After decoding the message is received by the receiver. It is the act of processing by the receiver in order to understand the message. 6. Receiver He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver receives the message and understands it in proper perspective and acts according to the message, only then the purpose of communication is successful. 7. Feedback Once the receiver confirms to the sender that he has received the message and understood it, the process of communication is complete. 8. Noise It refers to any obstruction that is caused by the sender, message or receiver during the process of communication. For example, a lot of external noise, bad telephone connection, faulty encoding (wrong words or poor language used by the speaker), faulty decoding (listener not having the proper linguistic competence), inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures etc. Communication Channels Communication channels are the means by which people in a company communicate and interact with one another. Without the proper communication channel, it is exceedingly difficult for employees to align with the business objectives and goals, as well as drive innovation and progress in the workplace. DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme Along with Formal and Informal Communication Channels, we also have a few different types of channels used in business organizations. They are as follows: Digital communication channels – To reach and engage their staff, most firms use digital communication platforms. This form of communication channel is thought to be the most effective of all. A few examples are social media, intranets, employee collaboration software, project management tools, feedback software, etc. Face-to-face communication channels – Face-to-face communication is still vitally crucial in the workplace, despite the fact that electronic forms of communication are gaining over. It is still crucial since many situations require nonverbal communication (body language, gestures, signs, facial expressions, etc.). Written communication channels – Within organisation, this sort of communication is nearly extinct. However, textual communication is still required when communicating critical policies, letters, memos, manuals, notices, and announcements to employees. But, for external communications with the customers, retailers, distributors and other individuals, written communication is still the most effective. A few examples are emails, live chat, text messages, blogs, newsletters, written documents, etc. Types of Communication Oral vs Written Communication Skills Oral/spoken communication is considered the primary mode of communication for several reasons. It came first in the human civilization, it is learnt first by every individual, it is used way more than written form of communication either in our day-to-day life or our lives in general. The first and the major difference between spoken and written communication is that we generally use spoken communication informally while we use written communication formally. Another difference is that spoken communication or speech is almost entirely synchronous while written communication is almost entirely asynchronous. Synchronous communication is communication that takes place in real time, such as a conversation with a friend. In contrast, asynchronous communication is communication that is not immediate and occurs over longer periods of time, such as letters, email, or even text messages at times. The third difference between spoken and written communication is that written communication is generally recorded for later retrieval, while spoken communication is generally not recorded. When we talk with friends, we do DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme not tend to take notes or record our conversations. Instead, conversations tend to be ongoing and kept only in memories. On the other hand, it is quite easy to reference written works such as books, journals, magazines, newspapers, and electronic sources such as web pages and emails for long periods after the sender has written them. Both oral communication and written communication skills are important to ensure the quality of the information. Both should be accurate and efficiently conveyed, as well as ensuring clarity of the content. Some examples of oral communication include activities that require communication to be vocal, such as persuading people in speeches and sharing ideas on the radio. Written communication includes forms of communication that must be written, such as an email or a handwritten letter. Formal Vs Informal 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. Informal Communication is any communication that takes place without following the formal channels of communication is said to be informal communication. Informal communication is more casual and unstructured. It 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. However, sometimes these channels may be helpful as they carry information rapidly and, therefore, may be useful to the manager at times. Informal channels are also used by the managers to transmit information in order to know the reactions of his/her subordinates. Verbal Communication Vs Nonverbal Communication Verbal communication uses words to convey a message, while nonverbal communication uses body language, gestures, and other cues to convey a message. DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme Verbal communication uses words, sounds, and tone of voice to convey a message, including spoken and written words, and sign language. Verbal communication is perhaps the most obvious and understood mode of communication, and it is certainly a powerful tool in your communication toolbox. Put simply, verbal communication is the sharing of information between two individuals using words. Nonverbal Communication Non-Vocal Communication is the technique of transmitting meaning without the use of written or spoken words. Non-verbal communication refers to any communication between two or more people that involves the use of facial expressions, hand motions, body language, postures, and gestures. These non-vocal cues can provide insights, supplementary information, and significance in addition to spoken communication. Research suggests that nonverbal communication makes up about 80% of how we converse, while verbal communication makes up about 20%. The type of communication used depends on the context, audience, purpose, and message. Combining different types of communication can enhance the impact of a message. Signals Signals are movements that are used to express to others one’s wants, desires, and feelings. Signaling is a type of expressive communication. The primary goal of signals is to change a single environmental aspect in order to attract attention and convey meaning. Signs Signs do not belong to any specific language, although they are found in practically every region of the world. The primary distinction between a sign and a signal is that a sign (such as traffic lights or a police officer’s badge) has inherent meanings, but a signal (such as a scream for aid) is only a means through which extrinsic meanings can be formulated. Symbols The symbol has been defined as any device that can be used to create an abstraction. Symbols are visual representations of an event, activity, object, person, or location that can be used to convey information about that event, action, thing, person, or location. Symbols can be used to communicate in both receptive and expressive modes. The more closely a symbol resembles what it represents, the more tangible it is. Icons An icon is a visual representation of an application, a capability, or another concept or distinct thing that has meaning for the user. Icons are typically thought to be dense collections of linked and unconnected symbols. Gestures A gesture is a movement of the hand, arms, or other bodily part meant to express or accentuate something, most often while speaking. Gestures can also develop a communication lexicon that is more or less unique to each culture. Proxemics Proxemics is the study of how people from diverse cultures use time and space, as well as body positions and other elements, to communicate. The proxemics is the study of what people express by DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme standing closer or farther apart. Standing very close to someone to whom we are about to disclose something private is one example. Another example is backing away from someone when we feel our personal space is being infringed upon. Barriers of Communication The communication barriers may prevent communication or carry incorrect meaning due to which misunderstandings may be created. Therefore, it is essential for a manager to identify such barriers and take appropriate measures to overcome them. The barriers to communication in organizations can be broadly grouped as follows: 1. Semantic Barriers These are concerned with the problems and obstructions in the process of encoding and decoding of a message into words or impressions. Normally, such barriers result due to the use of wrong words, faulty translations, different interpretations, etc. For example, a manager has to communicate with workers who have no knowledge of the English language and on the other side, he is not well conversant with the Hindi language. Here, language is a barrier to communication as the manager may not be able to communicate properly with the workers. 2. Psychological Barriers Emotional or psychological factors also act as barriers to communication. The state of mind of both sender and receiver of communication reflects in the effective communication. A worried person cannot communicate properly and an angry recipient cannot understand the message properly. Thus, at the time of communication, both the sender and the receiver need to be psychologically sound. Also, they should trust each other. If they do not believe each other, they cannot understand each other’s message in its original sense. 3. Organizational Barriers The factors related to organizational structure, rules and regulations authority relationships, etc. may sometimes act as barriers to effective communication. In an organization with a highly centralized pattern, people may not be encouraged to have free communication. Also, rigid rules and regulations and cumbersome procedures may also become a hurdle to communication. 4. Personal Barriers DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology  Soft Skills for Professional Success – A Course Offered as a Value-Added Programme The personal factors of both sender and receiver may act as a barrier to effective communication. If a superior thinks that a particular communication may adversely affect his authority, he may suppress such communication. Also, if the superiors do not have confidence in the competency of their subordinates, they may not ask for their advice. The subordinates may not be willing to offer useful suggestions in the absence of any reward or appreciation for a good suggestion. Effective Communication Effective communication is the process of exchanging information in a way that is clear, concise, and understood by the intended audience. It can help prevent conflict, resolve issues, and build positive relationships. Here are some tips for effective communication: Be clear: Use simple language and prepare what you want to say before a conversation. Be concise: Get to the point and be direct. Be considerate: Be sensitive to the needs and perspectives of others. Be an active listener: Give the speaker your full attention, and show interest by asking questions and encouraging them to say more. Be open to feedback: Adjust your message based on the context and audience. Be aware of body language: Use positive body language and maintain eye contact. Be mindful of others: Be aware of people's space and understand different cultures and backgrounds. Know your team: Take time to get to know your colleagues so you can communicate better with DKM Sharma, Associate Professor of English Department of English Vignana Bharathi Institute of Technology