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Study Guide in (FREE ELECTIVE-Personality Development) Module No. 4 – Communication Skills

COMMUNICATION SKILLS
MODULE OVERVIEW

Communication is a Latin word which means ‘to share’. It is the sharing of information between
different individuals. It includes the sharing of ideas, concepts, imaginations, behaviors and written content.
Communication is simply defined as the transfer of information from one place to another. This transfer of
information can be conducted in different ways.
In this module, it will discuss different topics that will be essential in applying these concepts in the
real world.

MODULE LEARNING OBJECTIVES

After completing this chapter, you should be able to:

 Describe the communication process.
 Identify verbal and written communication.
 Use the telephone and cellphone correctly.
 Identify body language.
 Enumerate and explain the barriers to communication.
 Enumerate and explain pointers for better listening.
 Enumerate and explain pointers for better reading skills.
 Enumerate and explain pointers for better writing skills.
 Enumerate rules on taking messages.

LEARNING CONTENTS

Introduction:

Communication is the basis for all office tasks. Most of the office worker deals daily with the spoken
and written word through such activities like handling telephone calls and taking messages, making
memorandums and letters, giving and receiving instructions, and receiving visitors.

4.1.COMMUNICATION METHODS

The importance of communication in our daily lives must be noted by each and everyone. Nothing
can take place without some method of communication being used to express ourselves for whatever
purpose.
In a business environment, various stakeholders, whether they are customers, employees or the
media, are always sending important information to each other at all times.

Let's try and understand what these methods of communication are:

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a. Written Communication - writing is used when you have to provide detailed information such as
figures and facts, even while giving a presentation.
- Examples: Memo, Letter & Reports

b. Verbal Communication - using words verbally to inform our subordinates of a decision, provide
information, and so on. This is done either by phone or face-to-face.
- Examples: Interview, Meeting & Phone Calls

c. Visual Communication - is the transmission of information and ideas using symbols and imagery.
- Examples: signs, graphic designs & films

d. Body Language - is the use of physical behavior, expressions, and mannerisms to communicate
nonverbally, often done instinctively rather than consciously
- Examples: facial expressions, posture, eye contact, hand movements, and touch

4.2. COMMUNICATION PROCESS

The communication process is the guide toward realizing effective communication. It is through the
communication process that the sharing of a common meaning between the sender and the receiver takes
place. Individuals that follow the communication process will have the opportunity to become more
productive in every aspect of their profession. Effective communication leads to understanding.

The figure below illustrates how communication process takes place.

The communication process is made up of four key components. Those components include encoding,
medium of transmission, decoding, and feedback. There are also two other factors in the process, and those
two factors are present in the form of the sender and the receiver. The communication process begins with
the sender and ends with the receiver.

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The sender is an individual, group, or organization who initiates the communication. This source is initially
responsible for the success of the message. The sender's experiences, attitudes, knowledge, skill,
perceptions, and culture influence the message. "The written words, spoken words, and nonverbal language
selected are paramount in ensuring the receiver interprets the message as intended by the sender" (Burnett
& Dollar, 1989). All communication begins with the sender.

The first step the sender is faced with involves the encoding process. In order to convey meaning, the sender
must begin encoding, which means translating information into a message in the form of symbols that
represent ideas or concepts. This process translates the ideas or concepts into the coded message that will
be communicated. The symbols can take on numerous forms such as, languages, words, or gestures. These
symbols are used to encode ideas into messages that others can understand.

When encoding a message, the sender has to begin by deciding what he/she wants to transmit. This decision
by the sender is based on what he/she believes about the receivers knowledge and assumptions, along with
what additional information he/she wants the receiver to have. It is important for the sender to use symbols
that are familiar to the intended receiver. A good way for the sender to improve encoding their message, is
to mentally visualize the communication from the receiver's point of view.

To begin transmitting the message, the sender uses some kind of channel (also called a medium). The
channel is the means used to convey the message. Most channels are either oral or written, but currently
visual channels are becoming more common as technology expands. Common channels include the
telephone and a variety of written forms such as memos, letters, and reports. The effectiveness of the
various channels fluctuates depending on the characteristics of the communication. For example, when
immediate feedback is necessary, oral communication channels are more effective because any
uncertainties can be cleared up on the spot. In a situation where the message must be delivered to more
than a small group of people, written channels are often more effective. Although in many cases, both oral
and written channels should be used because one supplements the other.

If a sender relays a message through an inappropriate channel, its message may not reach the right
receivers. That is why senders need to keep in mind that selecting the appropriate channel will greatly assist
in the effectiveness of the receiver's understanding. The sender's decision to utilize either an oral or a
written channel for communicating a message is influenced by several factors. The sender should ask him or
herself different questions, so that they can select the appropriate channel. Is the message urgent? Is
immediate feedback needed? Is documentation or a permanent record required? Is the content
complicated, controversial, or private? Is the message going to someone inside or outside the organization?
What oral and written communication skills does the receiver possess? Once the sender has answered all of
these questions, they will be able to choose an effective channel.

After the appropriate channel or channels are selected, the message enters the decoding stage of the
communication process. Decoding is conducted by the receiver. Once the message is received and
examined, the stimulus is sent to the brain for interpreting, in order to assign some type of meaning to it. It
is this processing stage that constitutes decoding. The receiver begins to interpret the symbols sent by the
sender, translating the message to their own set of experiences in order to make the symbols meaningful.
Successful communication takes place when the receiver correctly interprets the sender's message.

The receiver is the individual or individuals to whom the message is directed. The extent to which this
person comprehends the message will depend on a number of factors, which include the following: how
much the individual or individuals know about the topic, their receptivity to the message, and the

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relationship and trust that exists between sender and receiver. All interpretations by the receiver are
influenced by their experiences, attitudes, knowledge, skills, perceptions, and culture. It is similar to the
sender's relationship with encoding.

Feedback is the final link in the chain of the communication process. After receiving a message, the receiver
responds in some way and signals that response to the sender. The signal may take the form of a spoken
comment, a long sigh, a written message, a smile, or some other action. "Even a lack of response, is in a
sense, a form of response" (Bovee & Thill, 1992). Without feedback, the sender cannot confirm that the
receiver has interpreted the message correctly.

Feedback is a key component in the communication process because it allows the sender to evaluate the
effectiveness of the message. Feedback ultimately provides an opportunity for the sender to take corrective
action to clarify a misunderstood message. "Feedback plays an important role by indicating significant
communication barriers: differences in background, different interpretations of words, and differing
emotional reactions" (Bovee & Thill, 1992).

The communication process is the perfect guide toward achieving effective communication. When followed
properly, the process can usually assure that the sender's message will be understood by the receiver.
Although the communication process seems simple, it in essence is not. Certain barriers present themselves
throughout the process. Those barriers are factors that have a negative impact on the communication
process. Some common barriers include the use of an inappropriate medium (channel), incorrect grammar,
inflammatory words, words that conflict with body language, and technical jargon. Noise is also another
common barrier. Noise can occur during any stage of the process. Noise essentially is anything that distorts a
message by interfering with the communication process. Noise can take many forms, including a radio
playing in the background, another person trying to enter your conversation, and any other distractions that
prevent the receiver from paying attention.

Successful and effective communication within an organization stems from the implementation of the
communication process. All members within an organization will improve their communication skills if they
follow the communication process, and stay away from the different barriers. It has been proven that
individuals that understand the communication process will blossom into more effective communicators,
and effective communicators have a greater opportunity for becoming a success.

4.3. SEGMENTS IN THE COMMUNICATION PROCESS

The complete communication process consists of four segments namely, sender, message, receiver
and feedback. Below is a figure or diagram of these segments:

[Figure is lifted from https://www.google.com/url?sa=i&url=https%3A%2F%2Ftheartofmastery.com%2Fwhy-communication-is-important]

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[Figure is lifted from https://www. thoughtco.com/what-is-communication-process-1689767]

The sender or encoder creates a message with an idea of the response he or she hopes to evoke. The quality
of the message is influenced by the personal characteristics of the sender: intellectual level, educational
level, cultural background, writing and speaking skills, attitudes, feelings, dispositions, beliefs and values.

The message or content is the information that the sender wants to relay to the receiver.
Additional subtext can be conveyed through body language and tone of voice. Put all three elements
together — sender, receiver, and message — and you have the communication process at its most basic.

The receiver or decoder is the person to whom a message is directed is called the receiver or the interpreter.
To comprehend the information from the sender, the receiver must first be able to receive the sender's
information and then decode or interpret it.

The communication process reaches its final point when the message has been successfully transmitted,
received, and understood. The receiver, in turn, responds to the sender, indicating
comprehension. Feedback may be direct, such as a written or verbal response, or it may take the form of an
act or deed in response (indirect).

4.4. IMPORTANCE OF COMMUNICATION

Communication is the vital spark of an organization. It is a lifeblood since management acquires

information for decision making and control through communication. Effective communication is more than
simply speaking and writing well. It means choosing words carefully and knowing when to talk and when it
is better to remain silent.

Communication helps managers to perform their jobs and responsibilities. It serves as a foundation
for planning. All the essential information must be communicated to the managers who in-turn must
communicate the plans so as to implement them.

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The following are the importance of communication:

 Communication promotes motivation.
 Communication is a source of information.
 Communication also plays a crucial role in altering individual’s attitudes.
 Communication also helps in socializing.
 Communication also assists in controlling process.

4.5. BARRIERS IN THE COMMUNICATION PROCESS

Communication breakdown can be caused by physical and environmental conditions – noisy room,
hot weather, weak voice, uncomfortable chairs, large room and others. For the most part, barriers are
psychological in nature. Each person interprets messages form a frame of reference or perspective learned
from his or her total life experiences. Different interpretations can be given the message because the
sender and the receiver operate from different frames of reference. Words mean different things to
different people. Emotions can get in the way of effective communication.

The following are some types of communication barrier:

 Perpetual differences (due to culture, believe, tradition, age, race, etc)
 Problems with language and meaning
 Noise (internal and external to individual)
 Lack of control over communication process, and
 Problems associated with networks, such as distortion of information

4.6. LISTENING, READING & WRITING TECHNIQUES

Listening is so important that many top employers provide listening skills training for their employees.
This is not surprising when you consider that good listening skills can lead to better customer satisfaction,
greater productivity with fewer mistakes, and increased sharing of information that in turn can lead to more
creative and innovative work.

Listening is key to all effective communication. Without the ability to listen effectively, messages are
easily misunderstood. As a result, communication breaks down and the sender of the message can easily
become frustrated or irritated.

Listening to employees is one of the most valuable and effective tools for helping employees feel
understood and accepted. It helps to accurately determine the employee’s problems and goals and to
understand how the employees really feel about them.

Below are some poor listening habits:

 Doing all the talking
 Interrupting
 Avoiding eye contact
 Showing boredom
 Allowing telephone interruptions
 Being easily distracted

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Books are everywhere. Libraries big and small and bookstores are splattered all over college campuses
and larger cities. They are all filled with one of the most important things of all time—books. Those who read
books appreciate the multiple places to find books. Those who aren’t fans of books, don’t understand what
could make readers want to obsess over books. There is a reason for their obsession, though. You hear it all
the time: read every day.

Reading is the process of translating printed information into useful mental impressions. It is
important because it develops our thoughts, gives us endless knowledge and lessons while keeping our
minds active.
An adequate reading skill means that you:
a. Read naturally
b. Read with understanding and reasonable speed
c. Read with few pauses because of unfamiliar words

To improve your reading skills, you must:

a. Read newspapers and magazines pertaining to your interest.
b. Maintain files and scrapbooks of newspaper and magazine clippings.
c. Set aside a particular time each day to read job-related material.
d. Interpret and condense large quantities of information going thru your desk.

Writing is the manner of using symbols (letters of the alphabet, punctuation and spaces) to
communicate thoughts and ideas in a comprehensible form. To be able to write clearly it is necessary to be
familiar with the basic system of a language. This includes knowledge of grammar, punctuation and sentence
structure. In addition, vocabulary is also essential, as is correct spelling and formatting.

Qualities of good writing:

1. Completeness
2. Clearness
3. Correctness
4. Conciseness
5. Courteousness
6. Consideration
7. Action
8. Organization

4.7. RECEPTION TECHNIQUES

Reception is the act of receiving, or getting something, or the way it is received. The front desk clerk
usually is the first point of contact with the visitors of clients of an office. They carry our essential
administrative responsibilities including answering phone calls, greeting clients, and overseeing the office. Also
known as a front desk receptionist.

Public relation is the technique of developing and keeping goodwill for the company and its employees
with the public and people with whom the company deals.

Some general rules on reception techniques:

 Be friendly
 Be attentive
 Ask necessary questions
 Attend to your visitors at once

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4.8. TELEPHONE TECHNOLOGY

Today there is the cellular telephone, known as the “cell phone.” This is used to handle multiple calls,
text messaging and even video call. As technology improves and the business use of the telephone increases,
the demand for people who are skilled and professional in their use of the phone will also increase.

Some rules for answering telephone calls:

1. Answer promptly.
2. Speak slowly and clearly.
3. Always have a message slip and pen ready to take messages.
4. Unattended telephones must be answered by someone nearest to it.
5. When the caller dialled the wrong number.
6. Checking on some information.
7. Address the caller by professional name.
8. Phrases to use.
9. Expressions to avoid.
10. When you leave your desk.
11. When you ask someone to place a call for you.
12. Take and place your own calls.
13. Make your conversation as brief as possible.
14. If the person needed is on another line.

4.9. SIX ESSENTIAL STEPS TO TAKING MESSAGES

In the epoch of cell phones, telephone etiquette has largely gone by the wayside. Knowing how to
take messages is still suitable when you're working in an office or taking calls for someone else. Being polite,
listing everything down, and bringing the message on the dot are key!

Easy rules to follow:

 Note the time
 Get the full name
 Get the contact number
 Ask what they’re calling about
 Pass on the message

4.10. HOW TO RESPECT THE RULES OF CELL PHONE ETIQUETTE

Have you ever answered a call in a restaurant? What if your phone rings in a movie theatre? Should
you use it in public transportation? Here’s how you may take on a phone calls observing telephone
etiquette.

1. Hanging out with a friend? Try to keep incoming calls as short as possible; say you’ll call back.
Talking too long breaches a cell phone etiquette rule by leaving the live person you are with feeling
less important than the caller.

2. When with a group of people, leave the room or set aside to answer an incoming call, I order not to
disrupt their ongoing conversation.

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3. VIP’s like a date or a business contact will appreciate the attention of you ignore incoming calls. It
you’re expecting an important call, excuse yourself with emphasis before taking the call.

4. Contrary to other cell phone etiquette advocates, it’s ok to use your phone in line ups or in public
transportation (unless forbidden by the authorities), but speak as softly as you would if you were
talking with the person sitting next to you and don’t go too private; even if you don’t mind, others
may find it inappropriate.

5. Put your phone in vibrate mode during meetings, meals and at theatres and especially inside the
church.

6. Always be prepared to have the right reflexes in case you forgot to turn off your phone at the
theatre. If it rings, try pressing the “end” button 2-3 times to interrupt the call then power off your
cell phone. Don’t attempt to answer. Even whispering won’t make a discrete enough.

7. If the connection is bad, tell the caller that you will call back when you find a spot with better
coverage. Yelling generally makes a fragmentary conversation even worse.

LEARNING ACTIVITIES

Activity #1 Review of terms. Put corresponding letters in spaces below.

A. Body language F. Message

B. Communication process G. Nonverbal communication
C. Empathy H. Receiver
D. Feedback I. Response
E. Verbal communication J. Sender

_____ 1. One who gives the message.

_____ 2. Communication with words.

_____ 3. Person whom message is sent.

_____ 4. Reaction that occurs when message is sent.

_____ 5. Lets the sender know that message was received.

_____ 6. Exchange of information from sender to receiver.

_____ 7. Communication with signals and symbols.

_____ 8. Putting yourself in someone else’s shoes.

_____ 9. Nonverbal communication by the use of gestures.

_____ 10. A segment of communication containing information.

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Study Guide in (FREE ELECTIVE-Personality Development) Module No. 4 – Communication Skills

SUMMARY

You learned in this study guide for Module 4 the following:

 Communication is important in our daily lives. There are four communication methods namely,
written, verbal, visual and body language.
 The communication process is the guide toward realizing effective communication and effective
communication leads to understanding.
 The complete communication process consists of four segments namely, sender, message, receiver
and feedback.
 Communication is the vital spark of an organization. It is a lifeblood since management acquires
information for decision making and control through communication. Effective communication is
more than simply speaking and writing well.
 Communication breakdown can be caused by physical and environmental conditions – noisy room,
hot weather, weak voice, uncomfortable chairs, large room and others.
 Listening is key to all effective communication. Without the ability to listen effectively, messages are
easily misunderstood. Reading is the process of translating printed information into useful mental
impressions. It is important because it develops our thoughts, gives us endless knowledge and
lessons while keeping our minds active. Writing is the manner of using symbols (letters of the
alphabet, punctuation and spaces) to communicate thoughts and ideas in a comprehensible form.
 Public relation is the technique of developing and keeping goodwill for the company and its
employees with the public and people with whom the company deals.
 The last topics are rules for answering telephone calls, essential steps in taking messages and
respecting the rules of cell phone etiquette.

REFERENCES

Engler, B. (2016) Theories of Personality 9th Ed. Cengage Learning Asia Pte Ltd.

Masters, L., Wallace, H. (2011) Personality Development for Work and Life Cengage Learning Asia
Pte. Ltd.

Santos, A. (2012) Personality for Today’s Young Professional 3 rd Ed. National Bookstore

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