Communication Skills PDF

# TOPIC 1 ## 1.0 INTRODUCTION TO COMMUNICATION SKILLS ## 1.1 Defining the Term Communication Communication happens around us all the time, and the process is often taken for granted. A large amount of time is spent communicating, so there is a need to make sure that ideas and information are put...

# TOPIC 1 ## 1.0 INTRODUCTION TO COMMUNICATION SKILLS ## 1.1 Defining the Term Communication Communication happens around us all the time, and the process is often taken for granted. A large amount of time is spent communicating, so there is a need to make sure that ideas and information are put in a way that everyone involved can understand. Thinking about what to say, working out the best way of saying it, finding the right words, making sure the other person understands and understanding anything he/she says in reply are all vital stages in communication. Communication comes from the Latin *communis*, which means "common". When we communicate, we are trying to establish "commonness" with someone. That is, we are trying to share information, an idea, or an attitude (Schramm, 1993). Looking further, you can find this type of definition: "Communications is the mechanism through which human relations exist and develop" (Schramm, 1993). Carl Hovland, a well-known psychologist, defined communication as "the process by which an individual (the communicator) transmits stimuli (usually verbal symbols) to modify the behavior of the other individuals (communicates)". Other scholars define communication as: - "Communication is the transfer of information from one person to another, whether or not it elicits confidence; but the information transferred must be understandable to the receiver." - G.G. Brown. - "We all use language to communicate, to express ourselves, to get our ideas across, and to connect with the person to whom we are speaking. When a relationship is working, the act of communicating seems to flow relatively effortlessly. When a relationship is deteriorating, the act of communicating can be as frustrating as climbing a hill of sand." - Chip Rose, attorney and mediator. - "Communication is the intercourse by words, letters, or message." - Fred G. Meyer. This can therefore lead us to define communication as giving, receiving, or exchanging ideas, information, signals, or messages through appropriate media, enabling individuals or groups to persuade, to seek information, to give information, or to express emotions. This broad definition includes body-language, skills of speaking and writing. It also outlines the objectives of communication and emphasizes listening as an important aspect of communication. ## 1.2 Types of Communication As aforementioned, communication is a process of exchanging information, ideas, thoughts, feelings, and emotions through speech, signals, writing, or behavior. In the communication process, a sender (encoder) encodes a message and then using a medium/channel, sends it to the receiver (decoder) who decodes the message and after processing information, sends back appropriate feedback/reply, using a medium/channel. People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. The choice of communication channel and your style of communicating also affect communication. #### 1.2.1 Types of Communication Based on the Communication Channels Used: There are two types of communication based on channel; verbal communication and nonverbal communication. #### 1.2.1.1 Verbal Communication Verbal communication refers to the form of communication in which the message is transmitted verbally; communication is done by word of mouth and writing. The objective of every communication is to have people understand what we are trying to convey. In verbal communication, always remember the acronym KISS - keep it short and simple. When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. Usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates a barrier in delivering the right meaning. In order to deliver the right message, you must put yourself on the other side of the table and think from your receiver's point of view. Would he understand the message? How will it sound on the other side of the table? Verbal Communication is further divided into two: oral/spoken and written communication. ##### a. Oral/Spoken Communication In oral communication, spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. Examples of spoken communication that is used in the workplace include conversations, interviews, counseling/helping colleagues, meetings, conferences and so on (Wenbin Nah, 2008). In oral communication, communication is influenced by pitch, volume speed and clarity of speaking. **Advantages of Oral/Spoken Communication** 1. Oral communication allows for immediate feedback such as the opportunity to ask questions when the meaning is not entirely clear. 2. The sender is able to check and see whether if the instruction is clear or has created confusion. 3. There is a high level of understanding and transparency in oral communication as it is interpersonal. 4. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. 5. Spoken instructions are flexible and easily adaptable to many diverse situations. 6. The feedback is spontaneous in oral communication. Thus, decisions can be made quickly without any delay. 7. Oral communication is not only time saving, but it also saves upon money and efforts. 8. Oral communication is best in case of problem resolution. The conflicts, disputes, and many issues/differences can be put to an end by talking them over. 9. Oral communication is an essential for teamwork and group energy. 10. Oral communication promotes a receptive and encouraging morale among organizational employees. 11. Oral communication can be best used to transfer private and confidential information/matter. 12. In a face-to-face conversation, by reading facial expression and body language, one can guess whether he/she should trust what´s being said or not **Disadvantages of Oral/Spoken Communication** 1. Poor presentation of the message or the instruction can result in misunderstanding and wrong responses. 2. Relying only on oral communication may not be sufficient as business communication is formal and very organized. 3. Oral communication is less authentic than written communication as they are informal and not as organized as written communication. 4. Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume a lot of time and are unproductive at times. 5. Oral communication are not easy to maintain and thus they are unsteady. 6. There may misunderstandings as the information is not complete and may lack essentials. 7. It requires attentiveness and great receptivity on part of the receivers/audience. 8. Oral communication (such as speeches) is not frequently used as legal records except in investigation work.. 9. Spoken communication is influenced by both verbal and non-verbal communication such as tone or body language which may twist the meaning of your message in the mind of the receiver. ##### b. Written Communication In written communication, written signs or symbols are used to communicate. A written message may be printed or hand-written. In written communication, the message can be transmitted via letter, report, memo, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Websites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used (Wenbin Nah, 2008). The message, in written communication, is influenced by the vocabulary and grammar used, writing style, precision and clarity of the language used. Written Communication is most common form of communication being used in business. Written communication has various advantages and disadvantages as explained here under: **Advantages of Written Communication** 1. Written communication is good for complicated and vital instructions, which can be given in a precise and uniform manner. 2. Written communication helps in laying down apparent principles, policies and rules for running of an organization. 3. It is a permanent means of communication; written instructions can be used for future references. Therefore, it is important where record maintenance is required. 4. It assists in proper delegation of responsibilities. 5. Written communication is more precise and explicit. 6. Effective written communication develops and enhances an organization´s image. 7. It provides ready records and references. 8. Legal defenses depend upon written communication as it provides valid records. 9. There is a lesser chance for the message to be misunderstood. 10. Authority is transmitted more effectively with a written order than with an oral one. 11. Messages can be edited and revised many times before it is actually sent. 12. Written communication provides a record for every message sent and can be saved for later study. 13. The reader can read the information at a pace that suits them. 14. A written message enables the receiver to fully understand it and send appropriate feedback. **Disadvantages of Written Communication** 1. People may not always read them. 2. Written communication takes time. 3. It is impersonal or unfriendly. 4. Written communication is expensive. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. 5. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of messages takes time. 6. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on the organization's reputation. 8. Too much paperwork. 9. It does not answer questions and there is no immediate feedback. #### 1.2.1.2 Non-verbal Communication According to McConnell, (2003), nonverbal communication is behavior, other than spoken or written communication, that creates or represents meaning. In other words, it includes facial expressions, body movements, and gestures. Nonverbal communication is talking without speaking a word. It is very effective, maybe even more so than speech. As the saying goes, "Actions speak louder than words."