COMMUNICATION SKILLS

 The word communication has been derived from the Latin

„Communicare, which means “to share”.

 Communication may, therefore, be defined as the process of sharing

(exchanging) information, ideas, thoughts, feelings and emotions
between two or more persons through a medium, in a manner that
the sender and the receiver understand the message, i.e., develop
common understanding of the message.

 Three Simple Definitions:-

 Communication means sharing of information
 Communication is the giving & receiving of messages
 Communication is the transfer of information from one or more
people to one or more other people.
 Characteristics of Communication

 Communication involves a minimum of 2 persons– the sender and the

receiver.

 Communication is basically a two-way process. It is not only sending &

receiving messages, it is incomplete until the message has been
understood by the receiver in the same sense.

 The forms of communication are; order, report, instruction, queries, etc.

 Communication is present in all human relationships; is essential in all

types of management & organizations.

 It is influenced by the mood of thinking of both the sender & the receiver.

 Basically, communication is goal-oriented & it is effective when there

involves a number of goals of the sender & the receiver.
 The main objectives of communication are to build interpersonal
relationships & enhance human behavior.

 Communication is a circular process, it starts & ends with the sender.

COMMUNICATIONS PROCESS

 Communication is a cyclic process that starts with the sender & ends
with the sender in the form of feedback. The communication process
consists of some steps where each step constitutes the essence of
effective communication.

 Communications is a continuous process which mainly involves three

elements viz. sender, message, & receiver. The elements involved in the
communication process are:
1. Sender:- The sender or the communicator generates the message &
conveys it to the receiver. He is the source & the one who starts the
communication.

2. Encoding:-The process of converting the message into words, symbols,

pictures, etc. is called encoding.
3. Message:- Message means whatever is to be communicated. It is the heart
of communication process.

4. Channel:- The medium through which the message is sent is called

channel. It may be a speech, a letter, an e-mail, SMS, gesture, sound, etc.

5. Receiver:- The person to whom the message is sent is the receiver. The
receiver may be a listener, a reader or a viewer.

6. Feed back:- The reaction or response to the message is called feedback.

7. Noise:- Any disturbance, hurdle or barrier to communication is the

notice.
 Importance OF Effective Communication

1. Connection:- Connection is the most important factor between the

sender and receiver. Without connection, no one can build any
relationship with others. And most importantly, communication helps
one to connect with others.

2. The Basis of Coordination:- The manager explains the organizational

goals, achievement, interpersonal relationships, & organizational goals
to the employees. This provides coordination between departments &
employees. Here, communication acts as a basis for coordination.

3. Fluent Working:- A manager coordinates the physical elements & the

human of an organization to run it efficiently. This coordination is
impossible without proper communication.

4. Increase In Size:- To handle a large scale of operation in a business firm,

effective communication has been largely felt.
5. Growing Specialization:- An increase in departments has headed to the
requirement of specialization inside the organization. Sound communication
is essential for ensuring mutual understanding between different
departments for the smooth functioning of the organization.

6. Competition:- Due to globalization & liberalization, intense competition has

resulted between public, private, & foreign banks. Now communicating
through the newspaper, mass media, social media & advertisements, etc. has
become the most important survival factor in the rat race.

7. Decision Making:- Proper communication provides information that is

necessary for decision-making for the managers. The decision shouldn‟t be
taken in the absence of information. So, communication is the basis for
making the correct decisions.

8. Trade Union Movement:- Basically, trade unions are very powerful &
strong. Consulting and regular exchange of information helps to maintain a
healthy relationship between them. In this case, communication is
considered the most necessary factor.
9. Human Relations:- To develop confidence and mutual trust, it is
important for both employees and management to communicate with each
other. In the management process, the participation of employees has
bought in a sense of belonging and loyalty toward the organization.

10. Public Relations:- Every organization wants to keep its stakeholders,

government, customers, & the other section of society informed about its
products & contribution to society. It helps to build goodwill for the
organization.

11. Personal:- Good communication skills are required for every successful
job. The ability to communicate in an effective manner is equally important
for promotion in a career. A manager should be a good public speaker &
every employee should have the proper sense of communication to maintain
their interpersonal relationships. This is why communication is so
important in every field & every moment in our life.
12. Interpersonal relationships:- Communication is the key to sharing a
good relationship with your family members. Through Communication,
family members share their sorrow, happiness, thoughts, & stories. It helps
you to share a good relationship with your family.

TYPES OF COMMUNICATION

 Communication is of several types & may be classified as follows:

 1. VERBAL COMMUNICATION:-

In verbal communication words & language are used to convey the message.
Verbal communication is of two types:

(a) Oral communication:- It means communication through spoken words.

 It may be face-to-face (lecture, seminar, conference, meeting, informal

conversation, chit-chat, gossip, or telephone). Clear voice & tone are
necessary for effective oral communication.

 Speaking at too fast/slow speed or two high/low volume impairs oral

communication.

(b) Written communication:- Communication via SMS, e-mail, letter,

brochure, hand book, report is written communication.

 Such communication is essential in case of formal business interactions

(memo, proposal, press release, contract, etc.) & legal documentation.
 Grammar, vocabulary, writing style, etc. determine the effectiveness of
written communication.

 Verbal communication is the easiest & fastest form of communication.

Even then it constitutes a very small part (about 7%) of all human
interactions.
2. NON-VERBAL COMMUNICATION:- Communication without using
words is called non-verbal communication. Non-verbal communication
may take the following forms:

(a) kinesics(Body Language):- Communication through facial expressions,

gestures, stance, Haptics (touch) & other physical signs is called body
language. Body language (e.g. smile, frown(a facial expression
indicating disapproval, displeasure), clenching of hands(curl your
fingers up tightly, usually because you are very angry) etc. can
transmit emotions which cannot be expressed through words. Body
language constitutes a major part (about 55 %) of all communication.

(b) Paralanguage:- Pitch, tone, quality, etc. of voice is known as

paralanguage. The way one speaks, rather than words, reveal the intent of
the speaker. Paralanguage constitutes about 38 % of all communications.
(c) Aesthetics:- Music, dancing, painting sculpture & other forms of art
serve as means of communication. These convey the feelings & thoughts
of artists.

(d) Appearance:- Dress & grooming create the first impression. In

offices, there is a dress code. Formal dress for men may consist of shirt,
trouser, coat & leather shoes. For women, it may consist of saree, suit,
shirt, trouser or skirt.

(e) Symbols:- Symbols may relate to religion, status, ego, etc. These
convey the special meaning. For instance, the number of stars on the
shirt of a police officer reveal his/ her status.
3. VISUAL COMMUNICATION:- In visual communication, signs, drawing,
graphic design, colour, illustration & other visual aids are used to convey
the message. For instance, colors are used to control traffic. Visuals such as
graphs, pie chart, flow chart, etc. convey considerable information in a
clear & concise manner. These are a powerful medium & are an essential
part of official presentations.

4. AUDIO-VISUAL COMMUNICATION:- Use of voice & visuals together is

called audio-visual communication. Radio is an audio medium while
television & films are audio-visual media of communication. Combination
of spoken words & pictures is a very powerful form of combination.

5. FORMAL COMMUNICATION:- Communication through the

organizational hierarchy (chain of command) & in accordance with the
policies, rules & conventions of the organization is called formal
communication. It can be both oral & written. Formal communication can
be in the following patterns:
(a) Vertical communication:- Flow of information downwards & upwards in
the organization is called vertical communication. Managers pass down
orders & instructions to their subordinates for implementation.
Subordinates transmit reports, suggestions, grievances & requests to their
superiors.

(b) Horizontal communication:- Communication between

individuals/departments at the same level of authority is known as
horizontal communication. For example, heads of production & marketing
departments hold a meeting to discuss quality & price of a product.

(c) Diagonal Communication:- This type of communication takes place

between employees working in different departments & at different levels
of authority. Such cross functional communication reduces the chances of
distortion or misrepresentation. For example, the marketing manager may
directly ask a factory manager about the cost & quality of output.
6. INFORMAL COMMUNICATION:- When two or more employees in an
organization exchange views without following the official rules and
procedures it is called informal communication or grapevine.

 Grapevine:- It is unofficial, friendly & casual. It is based on common

interests & attitudes.

 It helps to satisfy social needs of employees & to build relationships.

For instance, during the lunch break, employees working in different
departments of an organization may discuss new leave rules.
Proxemics (Space language):- To
communicate while keeping a distance is
called proxemics.

The amount of distance we need & the

amount of space we perceive as belonging
to us is influenced by a number of factors
including social norms, situational factors,
personality characteristics & level of
familiarity.
Differences between Business
Communication & General
Communication
 FORMS OF COMMUNICATION

1. Interpersonal communication

2. Intrapersonal Communication

3. Small Group communication

4. One-to-group communication

5. Mass communication
 ONE-TO-GROUP COMMUNICATION

Involves a speaker who seeks to inform, or motivate an audience.

Example is a teacher & a class of students.

 SMALL GROUP COMMUNICATION

Is communication within formal or informal groups or teams.

It is group interaction that results in decision making, problem solving &

discussion within an organization.

Examples would be a group planning a surprise birthday party for

someone. A team working together on a project.
 INTRAPERSONAL COMMUNICATION
is communication that occurs in your own mind. It is the basis of your
feelings, & beliefs.
Examples are when you make any kind of decision – what to eat or wear.
When you think about something – what you want to do on the weekend or
when you think about another person.
• Examples are when
you are talking to
your friends.

• A teacher & student

discussing an
assignment.