Unit 1 Communication Skills in English PDF

Unit – 1 The Fundamentals of Communication  Communication – An Overview “A Blow with a Word Strikes deeper than a Blow with a Sword” - Robert Burton “Good Communication is the Bridge between Confusion and Clarity” -Nat Turner “Effective Communication is a key Factor in the Success of...

Unit – 1 The Fundamentals of Communication  Communication – An Overview “A Blow with a Word Strikes deeper than a Blow with a Sword” - Robert Burton “Good Communication is the Bridge between Confusion and Clarity” -Nat Turner “Effective Communication is a key Factor in the Success of your Product” -Jessie James Garrett “The quality of your Communication is the quality of your life” -Anthony Robbins “Communication the – the Human Connection is the key to Personal and Career Success” -Paul J. Meyer  Society Moves on the wheels of communication Especially in Professional Life the Career curve is determined by: Communication Skills, Life – Skills and Soft –Skills The Better your skills , the higher the chances of Success. Communication is a means and not an end but without it nothing happens in the professional world. It serves as a lubricant for smooth operation. Major managerial tasks are dependent upon Communication. E.g. Planning, organising, executing etc. Communication defines the existence of an Organization in contemporary times.  Communication is at the centre of a Professional’s life without which work is impossible. The various tasks involved through communication are communicating ideas, views, information,plans to others. It therefore holds a pivotal place in any organization. One that disregards the importance cannot survive in this competitive world. Selection of a new recruit demands outstanding communications skills. Communications skills has the power to make or ruin your fortune.  Importance of Effective Communication Effective communication in the workplace is an integral element of a business’s success; it enhances relationships within the company and with clients, and it increases employee and the overall effectiveness of a team. On the other hand, when teams fail to communicate effectively, the results are detrimental to the business. In fact, research by US firm Gartner shows a whopping 70% of business mistakes are due to poor communication. This statistic proves just how critical communication is to job training and why more emphasis should be put on clear instructions and conversations to prevent mistakes from happening within the workplace.  Following points state the importance of Communication at Workplace: It improves team building It boosts growth It increases innovation It improves productivity It increases efficiency It increases loyalty It reduces mitigation conflict It increases employee engagement It resolves problems It enhances skills  It improves team building Honest and effective communication can create a strong team. When staff consults each other, consider other opinions and discuss their progress, they will be more enthusiastic to collaborate. Ideas ,suggestions,discussions ,creativity can be enhanced. As a result, the strong unit that they create makes the workplace more enjoyable, and they will be eager to perform well so they don’t let their teammates down. Indeed, communication helps solve employee morale issues by keeping entire teams in the loop, making all team members feel useful within the workplace. This lack of secrecy not only boosts team spirit but it also has a positive effect on staff attitudes. It boosts growth Great communication contributes to the growth of the business, which goes hand in hand with your career. It eliminates uncertainties and speeds up the process of policies to ensure there is a smooth delivery of projects. Due to the emergence of multinational companies, large business house usually operate both within and outside the country.The head office of a large corporate maintains a thorough and up to date knowledge of the various activities at each of its branch offices. It keeps them well acquainted with the activities of all centers,Which in turn establishes a link among its various branches and leads to the growth and smooth running of the entire business. It increases innovation If employees are scared of communicating their thoughts and ideas out of fear of being rejected, then they are likely to become stagnant in their career and only contribute the bare minimum. However, if there is an open line of communication between supervisors and staff members, they are encouraged to be more creative and innovative within the workplace, and they are likely to put forth new and creative ideas. In today’s fast-moving workplace, most ideas are likely to be pushed under the carpet due to a lack of communication. As Cisco managing director Alex Goryachev writes in Forbes: ‘People listen mostly to respond rather than to understand. However, digitisation demands active listening to the ecosystem in order to survive and develop collaborative strategies with startups, partners and customers around the world’. It improves productivity Being able to communicate effectively at work can help increase overall productivity. Managers can understand their employees’ talents and skills and will then give clear directions to the people that are best suited for the job, thus increasing the overall turnaround time of any given project. For example, one colleague may be faster and better at using Excel than others; therefore, through communication, a manager can identify this and task them with managing the spreadsheets. If there was a lack of conversation, meanwhile, the project would suffer, and the entire process would slow down, negatively affecting the goal of the company, as a result. It increases efficiency Poor communication compromises efficiency, as well as the overall quality of work. When instructions aren’t provided clearly, mistakes are bound to happen. On the other hand, clear instructions eliminate the need to clarify and correct any issues. Think back to a time where you didn’t communicate well with a colleague. It probably resulted in wasted time, effort and resources. So, if you happen to have a manager that doesn’t communicate effectively, make sure you ask the right questions to get the information that you need to successfully complete a project. Over time, they will understand what they should be supplying you with so you can start working on your tasks. It increases loyalty When you have a good line of communication with management, you’re naturally going to be more loyal to the organisation. You will feel comfortable discussing any professional or personal issues, and you’ll be more committed to the company. This free line of communication also builds trust between a manager and an employee, which results in a loyal relationship. A two-way line of respect ensures there’s no micromanagement involved and that an employee is trusted to get on with the job that they were hired to do. It reduces mitigation conflict Two people in the workplace may feel that they are communicating well, but because they both have different methods of communication, they are misunderstanding each other. Therefore, working with different personalities requires excellent communication skills to limit any conflict in the workplace. If you are experiencing conflict at work, it’s important to look beyond the issue at hand and identify the other person’s thought process. You need to consider the communication pattern of the receiver to get a better understanding of what they are trying to say. It increases employee engagement Good communication goes far beyond talking; it’s more about connecting and engaging with others. When teams are engaged, they are more aligned with the company’s goals and are generally more motivated to work towards the set targets. It’s also easier for managers to identify what makes a positive and satisfying working environment, allowing them to work towards achieving a balanced working life for their employees. It resolves problems There’s bound to be characters that clash and opinions that differ within any working environment. And what’s the best way to solve those problems? Clear communication! Effective communication isn’t about who’s right and wrong; it’s about having open, honest and positive discussions to ensure everyone’s needs are met! You’re not always going to see eye to eye with your work nemesis, but if you can find a way to work well with them, you’ll make the environment much more enjoyable for everyone around you! It enhances skills Managers can identify hidden talents when they communicate clearly with their employees. By doing so, they can tap into these skills and help enhance them, which will contribute to the overall success of the business. For example: John may be hired as a customer service representative, but through conversation, his manager identifies that he has previous experience in marketing. John is then transferred to Marketing and is much better suited at the position. If the lack of communication were there, however, John would have become stagnant later down the line, and the business would have lost great talent. The 7Cs of Communication Communication and speech in both personal and professional life holds immense power. It can persuade, convert and compel. The 7Cs of Communication are: Completeness Concreteness Courteousness Conciseness Consideration Correctness Clarity Completeness: Completeness refers to the completeness of meaning, ideas paragraph and being logical which leads to a complete understanding of the message. A message should be complete to bring the desired result. A complete message contains all the facts required by the receiver. The receiver’s reaction to an incomplete message is often unfavourable. An incomplete message shows negligence and carelessness of the writer. Sometimes we may start talking in English even with a person who may not be well-versed with the language. This scenario is quite common in day-to-day life. Also, as a conversation flows, we tend to jump from one topic to another, leaving each message incomplete. When you are communicating with someone, your message should be complete and supported with facts and explanations. To achieve completeness, observe the following suggestions: Remember the five W’s (what, when, where, why, who) and how. Provide all the necessary information. Answer all the questions asked. Include additional information, if desired. Concreteness: Meaning something substantial that makes sense and not in the air. Communicating concretely means being specific, meaningful and clear. Vague and general messages result in no response. It helps the receiver to understand the exact idea. Concrete use of available facts and figures adds to the authenticity of the message Precise and concrete messages mean more effective interaction with your audience. Avoid ambiguity in your messages to help your audience understand your point easily. To achieve concreteness, observe the following suggestions: Use clear and image building words. Use specific facts and figures. Use active voice than passive voice. Courteousness “Everyone gains where courtesy reigns” is an old but wise saying. Courtesy means politeness. It is an attitude that shows respect for others. It helps in building goodwill. Conciseness Keep the message, impactful, short, and simple for the receiver to understand it clearly. It is important that the message be concise yet complete. The beauty of diction lies in its conciseness. Conciseness means brief and complete. Be as brief as possible. But it must not be so brief as to be discourteous. Conciseness is a pre-requisite to effective messages. A concise message saves time and expense for both sender and receiver. To achieve conciseness, observe the following suggestions: – Remove the wordy expressions – Include only relevant material – Avoid unnecessary repetition Consideration Have you ever attended an event or a business meeting where you feel bored or left out? The strength of a powerful speaker or communicator is that she relates to his audience and makes them feel involved. Professional knowledge, the level of education, and interests play an important role in helping you relate to your audience and convey the proper message. Consideration is to put you in the place of the receiver. It means preparing every message with the receiver in mind. This mode of consideration is called “you attitude”. When you are truly considerate, you try to show sincere regard for his interests and benefits. To be considerate, the following points should be kept in mind: See your material from your reader’s point of view. – Focus on “you” instead of” we” e.g., Be sure about the benefits of the receiver. Consider the needs and problems of the receiver Use positive and optimistic forms Correctness: Language experts say that writing is art but difficult. There is no shortcut to being a good writer. It is learned through consistent practice and constant struggle. You should always run a fact check on your presentation. If the points you present are game-changing but are based on incorrect facts, they won’t have the required impact. For instance, fake messages going viral on social media platforms have, at times, led to panic in society. No matter what subject, language, or medium you choose, it’s essential that the message you convey is correct. Along with the correct facts, you must also ensure correct spelling and grammar. To achieve correctness, follow these guidelines: Check the accuracy of facts and figures. Check mistakes in punctuation, grammar, and capitalization. Check misspelled words. Use the right level of language. Clarity: Clarity is the soul of a message. It means the accurate transfer of ideas from the sender’s side to the receiver. Every message should be conveyed in a clear manner. Clarity comes through clear thinking. A good message shows the idea directly and clearly. A writer should not start the message unless he knows how (use of language) and what (central idea) he wants to say. A message written in the simple and ordinary language is always natural and appreciable. To achieve clarity, keep in mind the following points: – Use common and simple language. Construct effective sentences and short paragraphs. Use concrete words instead of abstract words. Avoid unnecessary information. Types or Forms of Communication: Communication is generally classified into the following types: Verbal Communication Oral communication Written Communication Non verbal Communication Intrapersonal Communication Interpersonal Communication Extrapersonal Communication Mass Communication Media Communication Verbal Communication Since a professional has to spend a large amount of his/her time in speaking and listening to others besides reading and writing ,most of the time he/she has to use language as a vehicle of communication. This is termed as Verbal Communication. Verbal communication thus stands for the spoken and written word used in the communication process. It can further be divided into oral and written communication. Oral Communication A Face to face interaction between the sender and the receiver is called oral communication. In this type of communication there could be two or more than two persons who use spoken language as medium of communication. For example ,whenever we make presentation, deliver speeches, participate in group discussions, appear for interviews, or simply interact with somebody , we are involved in oral communication. Written Communication In this type of communication, the sender uses the written mode to transmit his/her messages. Reports, proposals,books , handbooks, letters, emails, etc. come in this category. Written communication is routinely used for documentation purposes in business and government organizations. Non Verbal Communication Message communicated without words and with non-verbal cues is called Non-Verbal Communication. It adds on to verbal communication and is an important part of Professional communication. It can be further categorized into 2 parts. Body Language Paralinguistic features. Body Language includes personal appearance ,walk gestures facial expressions, hand movements, posture and eye contact. The paralinguistic features include a person’s voice ,volume pitch, pauses, voice modulation etc. Intrapersonal Communication This communication is with oneself. Individual Reflection and meditation. This type of communication includes communicating with the divine and with the spirits in the form of prayers and rites. Talking to oneself can be a way of analyzing and evaluating our own self. Interpersonal Communication Direct, written or oral communication between two or more persons. The goals are to : 1.Accomplish the tasks 2.To help the participants feel better about themselves and each other because of their interaction. Examples include the communication occurring between the supervisor and subordinate and that occurring between 2 co-workers Extra-personal Communication No communication between human beings. Communication with non-human entities such as animals, birds etc. E.G. Commanding or ordering our pets. Whenever we caress them or pat them on their back for doing something good, they are elated and they start wagging their tails. Mass Communication This is generally identified with tools of modern mass media which includes books, the press, cinema, television, radio, the Internet. It is a means of conveying messages to the public. E.G Speeches delivered by a prophet or political leader Media Communication Includes Communication that takes place only with the help of Electronic Media. Computer, cell phones , LCD, Video, television Internet has become a major means for all sorts of official or personal communication. Role of Critical and Creative Thinking in Effective Communication Critical thinking and Creative Thinking are considered high order skills which are essential for Professionals. In an IT industry creative and critical thinking play an important role. Critical thinking means the active , persistent and careful consideration of beliefs or knowledge keeping in view the available evidence whereas creative thinking is the generation of new ideas. Both are fundamental to human intellectual progress and instrumental in development of society. Depending on the context and purpose , critical and creative thinking skills can be interdependent or separately applied. Critical thinking is a self-reflective process that involves elements of conceptualization, reasoning, analysis, interpretation and evaluation of the available information upon which judgment is based.  This involves a wide variety of skills that must be used in order to form that opinion/decision. These include : Making careful observations Being inquisitive and asking the relevant questions Challenging the beliefs, examining assumptions and probing opinions which may even be against already established facts. Recognizing the problems and issues that may appear in future. Assessing the validity of statements and understanding the logic and strength of arguments given. Making workable decisions and finding valid solutions. The ideal critical thinking is habitually: Inquisitive well –informed dependent on reason open minded flexible objective in evaluation honest in resolving biases prudent in making judgments willing to reconsider the judgments made earlier.  A professional comes across new problems and aberrations(deviations) to the existing practices, your ability to think critically will help you convert the problem into an opportunity. In order to be a critical thinker ,you need to be Inquisitive Systematic Analytical Open-minded Judicious Truth seeking Confident in reasoning Creative thinking is the generation of new ideas within or across domains of knowledge. It requires preparation, incubation, insight, evaluation, elaboration, and communication. In order to develop this, you must try to put aside the common assumptions ,look beyond the conditioning that creates stereotypes, prejudices and close-minded thinking.  An unconditioned response to a challenge, an inquisitive approach, an insightful penetration and a passionate commitment to the task help us in: Bringing the existing ideas together into new configurations. Developing new properties or possibilities for something that already exists. Discovering or imagining something entirely new. Basic principles for inculcating Creative Thinking: Be open to new thoughts, ideas and facts Keep your reading and listening faculty actively engaged in observation. Regard the difficulty or a problem as an opportunity. Enjoy the process of trying , learning and evolving Avoid jumping to conclusions; follow deferred judgments. Believe in cross –fertilization of ideas. Be your worst critic. Role of Emotions in Communication Emotions are vital to human life. An integral part in all human interactions, emotions decide the very essence of it characterizing the tone, colour, purpose and intent of a message. Since emotions play a major role in the entire communication process, we should know how important or intrusive they can be. Emotions are felt intra-personally , expressed interpersonally and have a lasting impact on the entire communicative tapestry we weave with the help of words. Whether we wish to display them or not, emotions radiate our thoughts, express our feelings, reflect our perspectives, and reveal our prejudices more often than not. Functioning as a stimulus they also trigger a reaction or response from others. Since emotions are central to all interpersonal relationships , it is important to know what causes and influences emotions so we can better understand our own emotions and respond appropriately to others when they display their emotions.  Understanding ours and others’ emotions becomes an important skill in the overall process of communication. Such emotional intelligence helps us develop as an effective communicator. Emotionally aware people experience greater success in their careers and a greater sense of well- being in their personal lives. Studies have shown that success doesn’t lead to emotional health and happiness ,but rather the other way round. The emotionally healthy people experience positive moods, feel more confident ,more optimistic ,more energetic and more sociable.These factors lead to greater success in many aspects of life. Though emotions are created by us, managing them is not a simple task. Managing emotions largely depends on managing stress. Since modern day living keeps triggering unwarranted stressful responses, negotiating emotions become an uphill task.  Therefore healthy thinking, thought provoking reading ,taking regular exercises ,socializing and meditating can work as effective stress busters. Eventually one can achieve a stage when getting to understand the creation of stressful emotions within us becomes possible, which in turn can help us negotiate our emotions in a better way. When one knows how to maintain a relaxed, focused state of emotional awareness even in trying circumstances ,one can maintain emotional equanimity and engage oneself in the task of communication in an emotionally controlled and poised manner. Role of Interpersonal Communication: Interpersonal communication is an interactional process between two people either face to face or through mediated forms. Dyadic (referring to 2 people) is another name referring to this form of communication, which is typically informal and spontaneous and occurs within a specific context to achieve interpersonal goals. Interpersonal communication involves attitudes, behaviours and ways of thinking and the roles they play in creating and managing relationships. Non-Verbal behaviours can be used to produce messages for the following purposes. Sharing Meaning: Shared meaning occurs when there is similarity between the sender’s intention and the receiver’s interpretation of the message. Meeting social goals: Examples of such goals include making acquaintance ,gaining compliance(agreement) and reducing conflict. Managing Personal Identity: Your personal identity is what distinguishes you from other people. It has three dimensions: (i) Who you think you are, as reflected in your values, beliefs, and attitudes; (ii) Who other people think you are; (iii) Who you want others to think you are. In interpersonal communication there is the strong connection of self to the communication process. Building and maintaining relationships: Interpersonal communication provides the means for managing our relationships.  Workplaces have emotional temperatures or climate. Interpersonal communications are a measure of the emotional temperature of the relationships that exist in a workplace at particular times. Those relationships are constructed and sustained through the different levels of : Trust: Trust is the belief people have that others will not harm them and they are acting in their best interest. Control: Control is the relative power each person has. Intimacy and Distance: Intimacy refers to the emotional or intellectual closeness and candor (openness)between people. Candor: It is sometimes referred to as “self-disclosure” or “the act of revealing personal information to others”. For instance, there is information that people disclose only to their friends. Self disclosure therefore depends on social distance and the nature of relationship. True self-disclosure must be significant , deliberate and not previously known by the other person.The tendency to self- disclose is often greater in online interactions. Interpersonal communication involves a set of flexible skills that can be improved through practice. When applied effectively , those skills produce appropriate messages that fir the social , relational and ethical expectations for a given situation.  Emotional Intelligence is a quality in each of us that “affects how we manage behaviour, navigate social complexities and make personal decisions that achieve positive results. Improving Interpersonal communication also requires motivation and commitment to: Building Communication Skills Building Plasticity (Behavioral flexibility or the ability to change) Capabilities such as forethought reflective self-regulation (self-control) and self-consciousness can be developed proactively and put into action. Building plasticity can boil down to analyzing communication situations, assessing the effects of your actions and adapting your communications styles to fit those situations. A way to begin is training yourself to think about your response before you deliver it. Interpersonal and personal management skills are important because they are linked to performance and align with employability skills and behaviours. They help in reducing drama at the workplace, dealing with insubordination, giving and receiving criticism, dealing with rudeness, having difficult conversations, counselling employees , avoiding “bad boss behavior and repairing relations with other individuals. In order to achieve success in interpersonal communication: Don’t get lost in the details: Commit to seeing a specific interaction more fully: From a broader perspective or as part of an ongoing story shaped by your ultimate goals for a relationship. Be empathetic: Consider a situation or an interaction from the other person’s perspective. Avoid stereotypes and maintain cultural sensitivity Use active listening skills Show self esteem and respect for others Be assertive, but not pushy Be likeable, but don’t give in too easily: Getting along doesn’t always mean giving in. Being like able involves being trustworthy, showing empathy, and talking with interest in other people’s views while maintaining a clear concept of your interests and goals. Be patient and don’t interrupt: Take turns and allow others to finish sharing their thoughts before your turn to speak. Non - Verbal Communication and Body Language Communication involves more than just spoken or written words. Messages are also actively conveyed through a subtext of non-verbal language ,both unwritten and unspoken. As communications researcher and UCLA Professor Albert Mehrabian found in a survey conducted by him, the impact of spoken communications containing an emotional or attitudinal element comes largely from non-verbal elements: 7 percent of the meaning is in the words that are spoken. 38 Percent of the meaning is paralinguistic (voice-quality) 55 percent of the meaning is in non-verbal expression. Other research has shown that non-verbal cues have over four times the effect of verbal cues. This suggests that Non-verbal communication is a system of great importance in social interaction.  Non-verbal messages communicate emotions, attitudes, greetings and cues of status. Effective non-verbal skills and abilities can therefore play an important role in building and maintaining interpersonal relationships and managing impressions and are key components in successful careers. How a message is encoded according to any of the following non-verbal displays can influence how that message is interpreted or decoded. The following non-verbal cues have the power to intensify what an individual is trying to convey and at times to work at cross-purposes to a message’s primary aim. Tone Eye-gaze and facial expression Body movements, body posture, gestures, and touch Appearance Personal space and the use of time Some non-verbal behaviors as well as some vocal ones are obvious ,while others are much more subtle(understated) often defying detection. A Nod of the head, a point of a finger,a steady gaze , a slumped posture , a frown – these signals like all non-verbal cues are powerful indicators of feelings and attitudes in verbal communication.  Non-verbal communication cues can play five roles in relation to verbal-communication. 1. Repetition Non-verbal displays can repeat a message that is being delivered verbally in the same interaction. Instructing a computer technician to repair “ this computer” while pointing at the computer is an example of repetition. 2. Contradiction Non-verbal messages conflict with the message an individual is trying to convey verbally , resulting in mixed messages and additional challenges for the decoder. A job candidate who says she is “confident” but rarely makes eye contact during the interview sends contradictory messages that are difficult to reconcile. 3. Regulation Non-verbal displays can also regulate conversations. Tapping a person on the shoulders to initiate a conversation is an example of regulation. 4. Substitution Sometimes a non-verbal display can stand in for a verbal message as the sole means of communication. Decoders with expressive sensitivity can “read” facial expressions, gestures and body posture, which sometimes “speak” louder than words. Team members might guess that an important contract has been lost if the team leader enters the meeting room with a sad, downcast expression. 5. Accenting and Complementing Non-verbal displays can underline, amplify or tone down a verbal message. Pounding the table while exclaiming “ We have to cut our budget ,now!” is an example of accenting. Complementary non-verbal cues reinforce or affirm a message, making it easier to remember. A Boss who shakes a junior associate’s hand while praising him or her uses touch to increase the impact of the verbal message.  Non- verbal cues are easily misinterpreted and can be particularly misleading when taken out of context. Because their meaning is often culturally determined, it is impossible to interpret them in universal terms. Developing an awareness of intentional and unintentional non-verbal signal can help you not to decipher them but also to regulate their impact on your own communication. Non-verbal skills and abilities fall into three general domains, all essential to achieving competence as a non-verbal communicator. Turning in to the signs and signals of human behaviour can help you “read’ people and their attitudes, not just the words they speak or write and make you a more effective and confident communicator. Non-verbal cues are also an important source of feedback that can tell you how successful you are in your communications – what the mood of a group is, when the group has heard enough, and whether someone in the group would like to speak or raise a question. Non-verbal cues enrich verbal messages , as it is not always what you say but how you say it that people will remember. Components of Non- Verbal Communication Non- verbal communication consists of a range of features that are frequently used together to aid the expression. 1) Use of Space (Proxemics) PROXEMICS refers to the study of the human use and perception of space, specifically the amount of space that individuals maintain between each other during a conversation or interaction according to their cultural backgrounds. How space is used and manipulated , and how the framework for defining and organising it is internalised, is yet another form of non-verbal communication and one that can lead to serious failures in communication. Proxemics explains why invading someone’s personal space while standing too close or overstepping what is appropriate in a particular social context can lead to misunderstanding and negative interpersonal perceptions on the part of the people involved.  Physical environment, owing to factors such as lighting conditions and interior design can also affect the behaviour of communicators during interaction. The size of an office , its color ,even its arrangement of furniture conveys information about the occupant’s that can in turn influence how people feel and respond. Productive and efficient business communications depend on how well respectful workplace distances are maintained and how well approachability and interaction are enhanced. Spacial requirements are defined according to four territorial zones identified by anthropologist Edward Hall : Intimate Distance 46 centimetres For interacting with family and close friends Personal Distance 46 centimetres – 1.2 metres For communicating among close business associates Social Distance 1.2 metres – 3 metres For Business Conversations Public Distance Beyond 3 metres For formal Business exchanges and public speeches 2) Use of Time (Chronemics) Chronemics refers to the study of the use of and interpretation of time in non-verbal communication. For professionals time is a valuable commodity , uniquely connected to status in our culture. The timing and frequency of an action – how punctual a person is , how long someone is willing to listen or wait for a reply are the factors that influence the interpretation of that interaction. 3) Paralanguage (Vocalics) Paralanguage refers to the acoustic or Non-Verbal vocal qualities of Verbal Communication, the way a message is spoken in terms of 3 classes of vocalic cues: Vocal qualities – The properties that make each voice unique including intonation (tone) pitch ,volume speed, rhythm etc. Vocal characterisitcs: Sounds that may be recognized as speech but that primarily express emotion such as laughing, crying, shouting, etc. 4) Body Language (Kinesics) Kinesics is a field of research that examines communication through body movements, based on the assumption that all humans – consciously or unconsciously – act and react to situations both verbally and non- verbally. The meaning of these signals and their positive and negative value can shift depending on the receiver’s culture. Personality and experience. Body Language includes Gestures, Posture, Facial Expressions, Eye Contact and Image. Gestures: Various hand and arm movements and specific body positions express special meanings –often culturally determined ones- that may both complement and contradict other forms of communication. Psychologists Paul Ekman and Wallace Friesen suggest that gestures can be categorized into 5 types. Emblems: Gestures that can be easily translated into unequivocal verbal statements , for example , waving goodbye or holding a palm outward to signal “stop” Illustrators: Non- verbal behaviours that accompany speech and depict what is said verbally such as wagging a forefinger at another person in a verbal interaction that involves disagreement. Affect Displays: Gestures that convey emotion, primarily through the face ,such as smile. Regulators: Gestures that control interaction, such as leaning forward to signal entry into a conversation. Adaptors: Body Movements that aid in the release of bodily tension due to new or anxious situations , for example, crossing your arms, running your hand through your hair or tapping a pencil.  Posture: Open body positions (arms uncrossed and away from the body ,legs uncrossed, leaning forward) suggest openness, ease, comfort and agreement. Closed body positions (arms folded across the torso, legs close together or crossed, hands in the pockets) may be signs of defensiveness, a lack of receptivity or physical or psychological discomfort. Eye-contact: Eye contact is a powerful form of communication. What it conveys depends very much on its degree, duration and context. It can mean different things in different cultures. Direct and purposeful eye contact is a sign of honesty, sincerity, respect and recognition. It is difficult, after all to fake eye-contact or to look someone in the eye and lie. More than a passing glance between strangers, however ,can make both parties uncomfortable. Prolonged eye-contact in any situation can prove to be a source of intimidation (fear) Averting the eyes can communicate stress or dishonesty; deliberately averting the eyes can indicate anger or lack of interest, although in some cultures it is interpreted as a sign of respect. Knowing how to maintain eye-contact is important to the success of public speakers and presenters, who may use it as a means of holding an audience and assessing their receptivity, levels of interest and attitudes.  Facial Expressions: On the basis of eye- contact , it is possible to read a face through its range of expressions. Most expressions are short- lived ,but each is an indicator of personality traits, judgements, attitudes and emotional states. There are regardless of culture, six universally recognized facial expressions: happy, sad, afraid, surprised, angry and disgusted. Facial expressions provide a useful ,if not always reliable source of feedback. It is easy to misjudge how people feel by the expressions on their faces, just as it is often common for people to mask their true feelings, especially in a professional environment. Image: Personal choices pertaining to such things as clothing and accessories can be communicators of professional identity and corporate culture, therefore they require reflective thought about the professional context and general workplace norms. Many organizations have begun to rethink and relax dress codes that promote their brand and image needs.  Business style now ranges from business formal to casual, with many interpretations in between and flexibility in honoring and embracing equity, diversity and inclusion. Generally , as a rule of thumb ,dressing for law, finance and business settings as well a the boardroom requires more formal attire (e.g. business suits, sarees, salwar kameez) whereas creative industries favour casual dress (e.g. dark denims, casual collared shirts and skirts). Standards are changing and may continue change, however, as millennials join the workforce and demand more casual work environments. A reasonably neat, clean and authentic appearance is therefore a basic standard for which to aim. Research has also shown that clothing can affect the wearer’s behaviour and psychological processes. With the potential to promote productivity and self-confidence and make more authentic experiences for customers possible. An Indian Bank welcomes its new employees with this advice: “We are expected to look professional and businesslike, but that defers by role and location.For example, an employee who deals with clients may be expected to dress more formally than someone who never deals with clients.The best way is to find out is to ask your manager before you start. It’s always safe to dress conservatively on your first day.” Barriers to Effective Communication Anyone who has experienced a dropped cellphone call or had an argument as a result of a misunderstanding can appreciate that the course of communication does not always flow smoothly. In today’s fast paced business environments, there is always the potential for miscommunication. The average workplace is not immune to human error or spared from the fact that trained professionals are sometimes imperfect people. The technology on which an organization relies may not be reliable 100 percent of the time. Noise refers to physical and psychological obstacles that can interfere with every aspect of the communication process, potentially leading to misunderstanding. Noise can be any factor that makes the outcome of communication process less predictable, and it can occur anywhere, at any time.  Factors that could impact the Effectiveness of the Process: 1) Channel overload: This problem occurs when the number of messages transmitted through a channel exceeds the capacity of the channel to handle them. E.G. You may try to leave a voice mail message for a business contact only to find that his or her voicemail box is full. 2) Information Overload: When the channel simply carries too much information for the receiver to absorb easily or when too many messages are transmitted simultaneously for the receiver to handle them properly. 3) Emotional Interference: Strong feelings of joy, anger , hostility and resentment can interfere with an individual’s ability to communicate objectively, thus preventing the person from either encoding or decoding the message in the desired manner. Aggressive e-mail messages ,composed in anger and certain to fuel tempers , demonstrate the damage emotional interference can cause. 4) Semantic Interference: Words do not have assigned and fixed meaning, thus sometimes creating a margin for misinterpretation. In fact, one word may mean different things to different people , and its meaning can also change in various contexts. This type of misunderstanding is known as bypassing. Shifts in meaning ,faulty diction and misplaced emphasis can all lead to miscommunication. 5) Physical and Technical Interference: Every so often , technical difficulties arise –phone lines jam. Computers crash, and cell phone connection fade. 6) Mixed Messages: Some messages give off conflicting signals, resulting in misunderstanding when the receiver’s cant decide which signal to observe. A speaker might say that she agrees with an idea but raises her eyebrows as she speaks,suggesting that she still harbours a few doubts or reservations. 7) Channel Barriers: Choosing the wrong communication channel –for example ,by e-mailing a contentious message or transmitting a message through too long a communication chain – can lead to a breakdown in communication. 8) Environmental Interference: People differ from one another in their demographics attitudes and perceptions. Their frames of reference - or ways of seeing the world based on their own experiences,culture personality and education – can be miles apart. Age and cultural gap can create differences in perception that influence how a message is interpreted. Communicating Across Culture: The pace of Business has increased rapidly in recent decades. Fast travel the internet technological advancement and international media have made it just not possible but also necessary for us to communicate and to do business globally. Through the growth of economic globalization, market borders and boundaries are now less significant than they once were. Indian companies in the quest for their growth and success are now active players in the global economy and are expanding through acquisitions, alliances and mergers. They are looking beyond domestic to international market places relying on the import and export of goods and services and conducting business with suppliers, customers and distributors around the world.  In today’s business environment , Indians work for homegrown multinational corporation such as Tata Motors, Vedanta and Wipro. Functioning in isolation is no longer an option. Business must interact with the rest of the world for survival. The need for interconnectivity demands that employees learn to communicate effectively inspite of the obstacles presented by difference in culture and language. To alleviate (lessen) the latter ,Business English has become the vernacular(language/dialect) of this new global economy. BELF (Business English as a Lingua Franca) is variety of English for specific task- related purposes, learned as a second or even third language world- wide. It is simple clear and free of idioms but anchored in serviceable business vocabulary. Diversity in The Workplace: The Communication Hurdles associated with the rise of a global economy are equally part of another significant trend- the internationalization of the workforce, in India as well as abroad. It is common to work with people of many ethnic ,national and religious backgrounds. The 2018 Thomson Reuters IX Global Diversity and inclusion index is a listing of the top 100 global companies measured on 24 parameters in 4 categories: Diversity, Inclusion, People Development and New Controversies. Of the Companies listed ,around 60 percent are present in India. Diversity is a strategic force that influences communication on the job. Urban studies theorist Richard Florida sees diversity as a key factor in promoting economic growth and prosperity because ,without it , it is impossible to attract a “creative class: with fresh ideas and tech savvy.  The ability to communicate with people from different cultures backgrounds and minority groups has internal and external benefits. Because culture has the power to influence behaviour , it also has the potential to create clashes and misunderstandings at the workplace. Learning to resolve differences and close cultural gaps is therefore now essential. Successful businesses are adept at capitalisng on the strengths of a diverse multinational work force and reducing misunderstanding inorder to benefit consumers promote harmony forge high performance work teams and gain competitive edge. Understanding Cultural Differences Culture is the shared system of values, beliefs, attitudes norms and practices established and used by a group. Although it provides us with our identity and sense of self , culture is not part of our genetic code. It is something dynamic , constantly changing, that is passed from one generation to the next. What we value ,how those values influence our behavior ,how we perceive the world and even how we communicate are all determined by the culture in which we grow up and by which we continue to live into adulthood. How and what we learn can be , and frequently are culturally determined. So, too are reasoning and thinking patterns and our approaches to problem solving. Sometimes it is only when we came in contact with other cultures and are made aware of differences in our efforts to communicate that our own ever evolving cultures come sharply into focus. The rules that apply in one culture may be entirely inappropriate in  Context therefore is an important concept in intercultural interactions. Because people from different cultures encode and decode message differently, there is always the potential for misunderstanding and consequently antagonism to occur across cultural boundaries. Part of the challenge in communicating interculturally is to defy ethnocentrism (the belief that one’s own culture is superior) which serves only to intensify cultural misunderstanding. Cross-cultural competence –the ability to communicate effectively with other people from different cultural groups based on cultural knowledge , understanding , skill, and attitude - is a learned skill that is becoming increasingly important for harmony in today’s workplace. Showing respect for your readers and listeners and learning whatever you can about their cultural expectations are the first steps in achieving clarity and mutual understanding in your communication. Intercultural Communication Intercultural communication , as a specific branch of communication, developed in the 1950s and 1960s as multinational businesses looked for ways to overcome miscommunication and resolve the difficulties that resulted from the ways different cultures perceived reality. Communicating interculturally is something you may do in many settings: In multicultural organizational work teams or in interactions with individuals on the job. In multinational teams when working globally and virtually with partnered organization. In international audiences when working on assignment overseas, in global leadership, or in cross cultural negotiations. In these contexts ,written , spoken ,visual and non-verbal communication can require you to rethink the ingrained habits that govern how you express yourself. It demands the exercise of what is known as cultural intelligence, an individual’s capability to function and manage effectively in culturally diverse settings. Adapting successfully to diverse audiences and situations also requires knowledge, motivation, enhanced awareness and changes in behaviour. Oral Messages : Speaking Pay attention to Non- Verbal Behaviours: Listen to what is not being said and interpret what silences communicate. Look for eye messages – raised eye brows, loss of eye contact and facial gestures indicating that listeners are confused or not following what you say. Use simple English and speak slowly enough to enunciate clearly: Opt for familiar ,unpretentious words and avoid idiomatic expressions /e.g up to my ears, two cents’ worth), slang and colloquialisms. Deliver your message at a slower pace than you would normally use for an audience of first –language English speakers. Adjust the level of formality to what is considered culturally acceptable: Addressing someone on a first name basis and being direct may be acceptable to certain cultures but undesirable in others where reserve, deference( respect) ceremony and social rules play a bigger role in business communication. Excuse Misunderstanding: Don’t play the blame game with your audience. If they don’t understand, take the time to make your message clear without causing embarrassment. Encourage Feedback and test your audience’s comprehension: You will want to know if your message is getting across. Pause from time to time to ask if your listeners would like you to clarify any points. Confirm their comprehension by inviting them to sum up your message in their own words. Oral Messages : Listening Dont Interrupt: Be patient and allow the speakers to finish a thought. Don’t be too ready to jump in and often to elaborate. Practise Active Listening: Concentrate on the speaker’s message.If necessary ask questions to restate the message to focus your listening. Be sensitive and Patient: Don’t assume that a person who can speak English will automatically comprehend every word you say. Recognize the challenges the speaker may face communicating in an adopted language. Writing for Culturally Diverse Audiences: Adopt formats that are used in the reader’s country: Study the communication you receive and, as much as possible ,adapt your own correspondence to the formatting preferences of your audience. Use appropriate diacritical marks (the symbols added to letters to indicate their pronunciation), especially for proper names. Carefully consider forms of address and Pronouns: In cultures where formality is still highly valued (e.g. in Japan) using first names in direct address is usually too informal for international correspondence ,especially in an initial contact. Use a personal or professional title such as Ms. or Director with a surname. Businesses in many parts of the world must now refer to transgender people by their preferred non-binary gender neutral pronoun. Use only those terms that can be found in English Language Dictionaries: Words classed as slang or colloquialisms are usually specific to one context or country and don’t necessarily translate well to others. Readers whose first language is not English and even English speakers in another country may not know what you mean by jugaad (referring to hack, innovative fix) or prepone (Referring to the opposite of postpone, and which is a term typically used by Indians). Similarly, it is best to avoid unnecessary jargon, idioms ( e.g. blue moon, fruits of your labours),unusual figures of speech, abbreviations. Try to avoid words with double meanings.  Keep sentences as direct and simple as possible: Communicate using complete but not complex sentences, arranging your thoughts in short, coherent paragraphs. Add relative pronouns ( that , which) for clarity. Avoid contractions or short forms that we use while speaking ‘aren’t and ‘wasn’t’. Use correct Grammar: Never insult your reader’s intelligence by writing in second –rate or babyish English. An overly simplified style can offend readers. Instead use language that is literal and specific. Use politeness strategies where they are required: Show courtesy by thanking the reader when it makes sense to do so and by using the words please and thank –you where required. An indirect approach which delays a direct request gives you a chance to establish goodwill and build a business relationship. Avoid Humour and Irony: These features rarely translate well to other contexts and can be easily misunderstood. Use interactional ,measurement standards: Using these standards, such as the metric system, ensures that the majority of your audience will understand the reference.