GANPAT UNIVERSITY

U. V. Patel College of Engineering

B.Tech Semester – I/II
2HS101: Communication Skills

Unit: 1 - Basics of Communication

Definition and Principles of Communication

 We are living in an era of technological advancement and tough competition where knowledge and
core competencies have come to central position. Effective skills of communication are essential in
leading meaningful and successful life because we learn many things by interacting with various
kinds of people we meet in our day-to-day lives. An individual‟s success or failure largely depends
on his/her communicative abilities but, very few persons possess combination of technical skills and
communication skills.
 In the increasingly hectic and competitive world today, effective communication has become a
prerequisite for success in different walks of life. Business people are professionals and engineers
must possess sound communication skills since they have to encounter the communication
situations everyday wherein they are required to communicate with their counterparts, colleagues
and clients using English.
 By ignoring important aspects of communication, we invite number of problems into our lives
which can range from hurting feelings of others to wars between two nations.

 There are four skills of communication – where Listening and Reading are receptive skills whereas
Writing and Speaking are Productive Skills.
 Listening:
Everyday conversations with colleagues and top management, telephonic talks, expert lectures,
attending presentations, interviews, panel discussions, meetings, parliament sessions, press
conferences and media interviews, seminars/workshops/conferences/conventions/exhibitions etc.
 Reading:
Reading of newspapers, e-mails, reports, business letters, text books, reference books, story-books,
novels etc.
Writing:
Business and official Letters, e-mails, reports, drafts of advertisements etc.
Speaking:
Everyday formal conversations, conducting meetings, facing interviews, making effective
presentations, participation in debates and panel discussions, delivering public addresses etc.

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Definition of communication:
 The term „Communication‟ is derived from the Latin word „communicare‟ which means „to share‟.
 Communication refers to sharing of information, ideas, facts, opinions and attitudes with others.
 Communication is an interactive process aimed at sharing/exchanging ideas, thoughts,
feelings, emotions, knowledge, and opinions between two persons/parties using a suitable
medium/channel.
Process: Series of actions that you perform in order to achieve a result
Share/Exchange: When you offer something to someone and they offer you something else in
return

Medium: Tool to transfer ideas from one mind to the other mind

Channel: something through which the tool passes

Principles of communication:
 Communication is a two-way process
 Communication is a continuous and systematic process
 Communication requires proper co-ordination and co-operation between the two parties (Sender
and Receiver)
 Communication is always a contextual phenomenon.
 Communication is irreversible.
 Medium is a mandatory requirement in communication because no communication is possible
without a medium.

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Functions:
No communication is purposeless. Communication performs following functions.
To inform/ To educate/ To explain/ To train
Examples: a Teacher to the students, a Trainer to the trainees
To inquire
Examples: a Customer to a Relationship officer of a bank
To request
Examples: A junior executive to the superior
To order / To instruct
Examples: A senior officer to the junior executive
To persuade / To Convince
Example: A salesperson to the customer
To sympathize / to console
Example: One friend to another friend, One relative to another relative
To appreciate / To motivate / To inspire
Example: A father to the son, Audience to the artist
To warn / To threaten
Example: A supervisor to the worker
To entertain etc.
Examples: A joker to the audience
Communication Process: (Use any one of the following diagrams)

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Key Terms:
Sender/Encoder:
Sender/ Encoder is a person who sends the message. A sender makes use of symbols (words or graphic
or visual aids) to convey the message and produce the required response.
For instance: a training manager conducting training for new batch of employees.
Sender may be an individual or a group or an organization. The views, background, approach, skills,
competencies, and knowledge of the sender have a great impact on the message. The verbal and non
verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the
same terms as intended by the sender.
Recipient/Decoder:
Recipient/Decoder is a person for whom the message is intended / aimed / targeted.
The degree to which the decoder understands the message is dependent upon various factors such as
knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder.
Medium - Medium is a means used to exchange / transmit the message. The sender must choose an
appropriate medium for transmitting the message else the message might not be conveyed to the
desired recipients. The choice of appropriate medium of communication is essential for making the
message effective and correctly interpreted by the recipient. This choice of communication medium
varies depending upon the features of communication. For instance - Written medium is chosen when a

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message has to be conveyed to a small group of people, while an oral medium is chosen when
spontaneous feedback is required from the recipient as misunderstandings are cleared then and there.
Stages of Communication Process:
Stimulus - Response:
We perceive any external sound, smell, taste, touch or image through the god-gifted sense (ear, nose,
tongue, skin or eye). This is called stimulus which goes to the brain and corresponding information is
recalled. This recalled information is called Response. It is a raw-material for idea generation.
For example: you see some picture – identity goes to mind – identity is established - corresponding
information about the picture is recalled – you create the idea from that information
Ideation:
• We create idea from the recalled information.
• The idea depends on sender‟s knowledge, relationship, experiences, and abilities, as well as the
purpose of communication and the context of the communicative situation.
• Our mind prepares the idea and some other factors like medium, non-verbal expressions etc are also
determined. Messages generally have two kinds of content: logical and emotional
For example: Former girl classmate – in the bus – with two kids – her husband is also present – you
will control your feelings and communicate differently. If she is alone – you will communicate in some
different way – you will become more informal.
Encoding:
Encoding is a process of changing the information into some form of logical and coded message. Three
important steps of Encoding are:
1. Selecting a language;
2. Selecting a medium of communication; and
3. Selecting an appropriate communication form.
Transmission:
• Transmission refers to the flow of message over the chosen channel.
• keeps the communication channel free from interference
• It involves choosing: the proper time (when to communicate), proper place (where to communicate)
and proper way (how to communicate)
Decoding:
• Decoding is a process of converting a message into thoughts by translating the received message.
• The receiver has to assign meaning to a message in order to understand it.
• Decoding involves interpretation and analysis of a message.
• In oral communication, decoding involves - listening and understanding.

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• In written communication, decoding involves - reading and understanding.
Feedback:
• It is the last stage in communication process.
• It is called action or reaction of the receiver to the message.
• It helps the sender in confirming the correct interpretation of message by the decoder.
• Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.).
Modes and Methods of Communication:
Modes:
Formal and Informal
Verbal and Non-verbal
Methods:
Verbal: Oral, Written
Non-verbal: Facial Expressions, Gestures, Body Language (Postures), Signs, Signals, Pictures, Map,
Chart, Graph, Colour, Silence

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Oral communication is communication through spoken words.
Examples: Face-to-face and telephonic conversations, meetings, speeches, presentations, discussions
etc.
Oral communication is recommended when:
• Time is less
• Matter is urgent
• Interaction is required
Advantages of Oral Communication:
 Quick and time saving
 Less expensive
 Use of non-verbal components
 Transparent
 Flexible
 Quick feedback
 More convincing
 Illiterates can be communicated
 Convenient/reliable for Groups
Disadvantages of Oral Communication:
 Less authentic
 More informal
 Instant
 Less systematic
 Higher chances of misunderstanding
 Not-effective if poor speaker
 Not suitable for lengthy details
 Poor retention
Written communication means communication through written symbols (words).
Examples: Notice, circular, letter, memo, e-mail, fax, report, article, note, bulletin etc.
Advantages of Written Communication:
 Better clarity
 Permanent record
 Legal evidence
 Transparent
 More precise

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 More systematic
 Accurate
 Suitable for lengthy & complicated
Disadvantages of Written Communication:
 Slow and time-consuming
 Bit expensive
 Good language skills needed
 Not helpful to illiterate people
Barriers to Communication
 Any communication is complete and successful only when the receiver understands the meaning as
well as intention of the message in the same form with which the sender has sent it.
 But, unfortunately it is not possible. “There is nothing like 100% successful communication in the
world”
 During the process of communication, knowingly or unknowingly something noticeable or
unnoticeable always goes wrong which hampers the overall effectiveness of the message. This
factor is called „barrier‟ or „noise‟.
Definition:
“Any disturbance (fault or error) that prevents us from transmitting our ideas meaningfully to others is
called barrier or noise.”
Five points formula for resolving barriers:
 Identify the problem
 Find the cause
 Work out alternative solutions
 Select the best solution
 Follow rigorously
Categories of Barriers:
Barriers are categorized in the following classes.
(1) Intrapersonal: (within the sender or receiver)
Intrapersonal barriers are caused due to difference in ideologies, attitudes or beliefs.
The following are the variants of Intrapersonal Barriers.

Wrong Assumption: (Sender)

Assumption means „something that you accept as true without question or proof‟.

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If the message is formed from the assumption, it tends to be wrong. Hence, wrong
information/message is communicated.
For example: Well-dressed audience (workers)-expert assumes them to be well-educated-expert
delivers lecture in English-audience does not follow.
Remedy: One should test the truth of assumption before the message based on it is conveyed.

Varied Perception: (Sender)

Perception means „the process of understanding things/people etc. using senses‟
In perception stimulus-response occurs. If I have stored the smell of rose as smell of shoe-flower in
mind, whenever I come across smell of rose, I will take it as smell of shoe-flower. Hence, if I speak
„How sweet this smell of shoe-flower is!‟. Someone who identifies the smell correctly would be
surprised on listening this.
My perception was wrong and hence my message is faulty. We must understand that the perception
would be different from person to person. We should verify the truth of our perception with other
before it is passed on to others.
Remedy: Our perception should be compared with others‟ perception and only after testing its
correctness; the message should be formed and passed on.

Differing background: (Sender)

Background refers to „the circumstances in which one is born and brought up‟.
Any given two persons would differ from each other in terms of education, gender, financial
conditions, age, experience, language etc.
For Example: A cardiac surgeon-speaks to an art teacher-explains heart blockage in medical
language
Remedy: We must know the background and level of the audience before initiating
communication with them.

Wrong inference: (Sender)

The meaning of inference is „conclusion‟.
If the message is formed from wrong conclusion, false information would be passed.
The inference should be drawn only after proper testing and verification.
Inferences are more dramatic than fact, and for this reason they give wide scope for gossip and
rumor to grow.
For example: wet ground-it is taken wrongly as it has rained-in fact the water is sprinkled to stop
the dust from raising

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 Remedy: Just like perception, one should test the inference before communication a message
based on it.

Blocked Categories: (Receiver)

Blocked categories mean „people obsessed with certain beliefs and not accepting anything that is
not in tune with their ideas‟. They turn deaf to anything that is new and not matching to their
thinking.
For example: A maintenance engineer-traditional working style-one ITI (electrical) worker
suggests a plan to save energy-the engineer turns deaf to his suggestion.
Remedy: We should leave that narrow-mindedness and we should respect the knowledge and
intelligence of others as well.

Categorical thinking: (Receiver)

Some people possess the flaw in their nature called know-it-all.
Such people do not pay careful attention to anything that others speak.
Finally, they are caught in embarrassing position when they are asked about what the speaker said.
For example: President called meeting of Managers-finance manager is pansophist-he does not
listen the new guidelines-others send the details in time but, no details reach the
president from him-when he is contacted, he wonders if the point was discussed in
the meeting.
Remedy: We should overcome such superiority complex should be We should leave that narrow-
mindedness and we should respect the knowledge and intelligence of others as well.

(2) Interpersonal: (between sender and receiver)

Interpersonal barriers are caused due to inappropriate transaction of words between sender and
receiver.
The following are the variants of Interpersonal Barriers.

Limited vocabulary: (Sender and Receiver)

Vocabulary (knowledge of words) is very important Good Assumption means „something that you
accept as true without question or proof‟.
If sender does not have powerful vocabulary, he/she cannot communicate the message effectively.
If receiver has limited vocabulary, he/she cannot understand the thought/idea expressed by sender.
Remedy: Both sender and receiver must enrich their vocabulary.

Incongruity between Verbal & Non-verbal messages: (Sender and Receiver)

Facial expressions have special significance in interpersonal communication.
The facial expressions, gestures and oral message – all three must be in tune.
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Remedy: While conveying pleasant messages, there should be feelings of pleasure on face; while
sad news is imparted, there should be expressions of grief; while stressing the point, the
open index finger should be wagged: while denying, the head should move horizontally
etc.

Emotional outburst: (Sender and Receiver)

Communication is a sort of action in which heart and mind both equally participate.
It should not happen that one overpowers the other.
When we are emotionally charged, we lose track of language and we start stammering. The same
happens when we get angry upon somebody.
Remedy: It is necessary that we should cool down first and then only should communicate.

Communication Selectivity: (Sender and Receiver)

As a human being, we prefer to listen or speak about only those things that we like the most.
We listen or speak on those aspects / things or concepts that pay attention.
When we have to speak/listen on the topics/subjects that don‟t interest us, we put our mind off.
Remedy: It is necessary that we should attach equal importance to everything or everyone. We
should love to speak/listen about everything/everyone.

Cultural Variations: (Sender and Receiver)

Business activities and operations have become globalized.
People belonging to different nations and speaking different languages get together for business.
The traditions and customs are different from community to community. This may act as barrier if
two such persons try to communicate with each other without adequate knowledge of each other‟s
customs and traditions.
Remedy: It is necessary that both sender and receiver must understand each other‟s customs.

Noise in the Channel: (Sender and Receiver)

Defect in medium can also cause barrier.
Wrong language, slow tone, louder tone, defective public announcement system, power failure etc.
are examples of noise in the channel.
Remedy: It is necessary that sender should carefully select the medium of expression.

Poor Listening Skill: (Sender and Receiver)

Sender and receiver both must have sharp listening skill.
Poor listening leads to poor reception resulting in communication gap or misconception.
Only attentive listening will enable both of them to understand the content properly.
Remedy: Sender and receiver both should develop attentive listening skills.
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 Wrong selection of medium: (Sender and Receiver)
Sender should select proper medium for effective communication.
In case of emergency, oral communication will be helpful.
Information of official nature should be communicated using written mode.
For larger audience, oral presentation should be used accompanied by powerpoint.
Remedy: Sender should choose the medium according to the need of situation and audience.
Before sending a message one should consider the following factors while choosing the
medium: Time, Cost, Type of Message and Intended Audience

(3) Organizational: (in business firms and enterprises)

(Organizational Chart)
Organization can be defined as a collection of likeminded people with common objectives and goals.
Globalization of business activities has forced business organizations to re-structure their
organizational set-up.
Organizational structures have become complex and hence, certain barriers crop up. These barriers are
termed „Organizational Barriers‟. Following are the variants of organizational barriers.

Too many transfer stations:

Complex business organizations possess multiple layers of organizational hierarchy.
Passing of information is delayed and messages/information is edited which may result in distortion of
original message.
Remedy: Transfer stations should be minimized to speed-up message transmission.

Fear of superior:
Boss-subordinate relations have always been tense universally.
Subordinates cannot work freely since they always are under constant monitoring of the boss.
Conducive communication environment cannot exist in such relations.
Remedy: The inter-relations of boss and subordinate should be made free of fear and cordial.

Negative Tendencies:
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Many organizations create work groups according to the demands of task for a particular project.
Some small groups are also formed for recreational, social or community purpose.
These groups may be formal or informal and generally consist of people who share similar values,
attitudes, opinions, beliefs and behaviour.
It is possible to have a communication barrier due to conflict of ideas between members.
Remedy: Everyone in organization should understand each other‟s needs and feelings.

Information Overload:
One of the major problems faced by the organization today is the availability of huge amount of data
which the receiver is unable to handle effectively.
This is known as information overload.
The usual results of information overload are fatigue, disinterest and boredom.
Remedy: All information cannot be useful. One should become selective while dealing with large
amount of information.
Thus, it can be concluded that „no communication situation is barrier-free‟. If we are aware of the
possible reasons for communication failure, we can take necessary steps to overcome those factors.
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