Communication Skills

1

1) WHAT IS COMMUNICATION. Communication is the way or the mode through which we make people understand what we want them to understand. E.g.: By crying, small children make their mothers understand that they are hungry. By licking our feet and wagging its tail, dogs communicate that they like us and that they want us to pamper them. Effective communication is to communicate in such a way as to influence others to our way of thinking. 2) TYPES OF COMMUNICATION. a) Oral communication b) Body language. 3) ORAL COMMUNICATION. a) Speaking skill. b) Listening skill. 4) SPEAKING SKILLS. a) The intent: We should always have the intention to please the listener. We should derive pleasure in speaking to others. b) The content: We should know what we are speaking about. c) Body language: We can be more effective by using our hands, shoulders, eyes etc, appropriately. 5) LISTENING SKILLS. a) The intent: We should be keen to understand and learn what others want to tell us. The speaker will loose interest in speaking, if we do not show any interest in what he/she is speaking. We can reflect our interest by asking relevant questions, by emoting etc. b) Body language: We can also show our interest through our body language like visible facial expressions, voice, etc.

Why do we communicate? • To give or seek information • To influence others • To build up relations

2

• To express feelings • To avoid misunderstandings Non verbal communication • Bodylanguage • S – sitting squarely O – Open posture L – Lean forward E – Eye contact R – Relax Guidelines for effective verbal communication: # be clear about the objective # Plan and organize before you talk # Think of 5 Ws and 1 H Why? How? Where? When? Whom? What? # Make sure that the other person is listening to you and at the same time listen when the other person is talking to you. # be clear and brief. # Speak at optimum pace. # Pause at appropriate time. # Give examples, narrate experiences etc. whenever it is required. Effective Communication Skills

For a success seeker like yourself, it is imperative that you not only generate new ideas but also are able to communicate those ideas well

3

to your listening audience. Here are 5-step guide to "Improve your communication skills". Rule 1- Be Effective Effective communication hinges on people first understanding your meaning and then preferably replying in the direction you would like it to go. To do that, remember you need to be a source of information, prepare your arguments well before you put up matters for discussion Rule 2- Recognize Barriers In any interaction, there is always an involvement of at least two parties, each of whom have different attitudes resulting in different point of views. Listen well. Effective communication first requires recognizing the existence of these barriers and then working towards overcoming those barrier Rule 3- Message Clarity Is The key Be clear in your own mind about what you want to communicate Deliver the message succinctly ∓ ensure that the message has been clearly and correctly understood Rule 4- Choose The Right Method While communicating any message, give serious thought to the medium you choose - written or oral. For speed and convenience, oral form of communication is the best, where as if you have something more formal, orderly and permanent to convey then a typed document is the ideal way out. Rule 5- Be Sensitive To Cultural Issues Remember you are talking to people and people have feelings which need to be respected While Asians and Japanese like to be more restrained in gestures, their Australian and Latin American counterparts

4

appreciate the use of gestures in conversations, where as Americans like to put their point across through slogan Hope this 5-step guide would have given you an insight into the art (some also call it science) of communication. So next time you want to communicate and influence people, you know exactly what to do. In a group situation, oral communication involves the following basic tasks: 1. Listening 2. Observing 3. Speaking 4. Questioning 5. Responding 6. Explaining And, to be a good communicator, you need to be sensitive to the importance and dynamics of each one of these tasks.

Body Language When you attend an interview, you send messages that are a combination of verbal and non-verbal cues. When what you say and what you do conflict, your interviewer tends to believe what they see, not what they hear. Here are a few tips on body language for attending an interview: Maintain eye contact, but don't stare: If your gaze is too intense, it may be perceived as being aggressive. On the other hand indirect eye contact can imply disinterest or embarrassment. Dearth of eye contact may also indicate lack of confidence or lack of conviction in whatever you are stating. Listen respectfully, and use verbal cues to show you're following the message. Remember that you can also read the mind of your interviewer, by looking actively for their non-verbal cues. By understanding and shaping your non-verbal communication to meet your interviewer's verbal and non-verbal messages, you can better influence and guide them to satisfactory solutions. Try and figure out whether the interviewer is asking you a question to challenge you, or to test your knowledge, or simply to check for clarity. Nodding your head or using sub-verbal like "uh-huh" or "um" show you comprehend

5

what's being said. Avoid prolonged silence - it could appear as if you've stopped listening. Don't use "closed" gestures: For example, crossing your arms, putting your hands in your pockets or clenching your fists. These actions make it appear as if you don't want to understand what the interviewer is saying. Use your posture to indicate interest: Lean in slightly to show attentiveness, and that you really want to understand. If you lean back, you are creating distance and showing disagreement or discomfort. It could also be interpreted as being casual and disinterested. Your facial expressions should convey friendliness and openness: Remember, your face communicates, even when you don't. Biting your nails during the interview will indicate that you are nervous and under pressure even if you try to force a smile. Remember - a forced smile will look phoney. If you are not sure about a particular question, do not begin to scratch your head or give a puzzled look. Buy time by asking the interviewer to repeat the question or seek for clarity in finding out what exactly he wants to know. However, do not overdo this since the interviewer is smart and will know that you are trying to buy time. If you are sure that there is a particular question to which you do not have any answer, just tell him so rather than beating around the bush. Beware of odors: Strong perfumes and colognes can be offensive, and some interviewers may be sensitive or allergic to them. Also realise that the lingering smell of cigarette smoke can offend others. Dress appropriately: Cleanliness and neatness communicates competence. Carry your files in a folder or a briefcase. Do not hold papers and certificates shabbily. Dress formally if the corporate culture of the organisation so demands. Pay attention to your shoes and see that they are clean and polished well. Avoid, jazzy hairstyles and loads of jeweler, as it indicates a lack of professionalism. All the best for the interview!

PC 1.

THE PROCESS OF COMMUNICATION

6

OBJECTIVES This unit deals with the basics of communication and how using this knowledge you can become effective communicators. After doing this unit you will be able to: •

know the meaning and definition of communication.

•

understand the model of communication and its components and the steps involved.

•

Know the importance of and skills involved in oral communication.

•

appreciate why communication fails and how we can avoid that failure by being good senders and receivers

1.1 COMMUNICATION DEFINED The word communication comes from root ‘Common’ which means ‘together’. The communication process involves sharing of information, ideas etcetera. It is a two-way process indicating a relationship between and/or among two or more persons, culminating in complete understanding of the message conveyed at one end and received at the other. Communication is the art and science of conveying messages completely from one human being to another. Wherever there is human contact, there is communication – be it talking, arguing, exchanging ideas, voicing opinions, disagreeing, chatting or listening. In a way each one of us has been communicating since birth yet very few of us can claim to be goodof communicators, reachof theExperience survival level. Field Experiencemost of us barelyField In order to understand the process, let us begin by clearing some definitions.

Feedback

Communication may be defined as the transfer of intended meaning. •

Sender

Encod e Effective

Decode

Receiver

Channethen l is getting the message across so Communication that it is fully understood the way it was intended to without any additions deletions or modifications. •

Feedasback Style may be defined a predictable pattern of behaviors which are frequent, repetitious and consistent. Communication involves exchange, participation, adoption, sharing and interaction. In this process, where the meaning of the message is generated at both the ends, sending and receiving both assume importance. •

Noise

7