Communication
Skills-
Shikha Shokeen
Session 1 : Method of Communication
What is Communication
‘Communication’ is derived from the Latin
word commūnicāre, which means ‘to
share. Communication is the process of exchanging
ideas, information, or knowledge. You can share
information during the communication process via
speaking, writing, or using another medium.
Communication has three important parts:
1. Transmitting—The message is sent by the sender
through a variety of different media.
2. Listening— The recipient pays attention to or
understands the message.
3. Feedback—To complete the communication cycle,
the receiver provides the sender with feedback
regarding their understanding of the message.
Shikha Shokeen
The various elements of a communication cycle are:
1. Sender: the person beginning the communication.
2. Message: the information that the sender wants to
convey. Shikha Shokeen
3. Channel: the means by which the information is sent.
4. Receiver: the person to whom the message is sent.
5. Feedback: the receiver’s acknowledgement and
response to the message.
*The following figure represents types of
communication
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Session 2: Verbal Communication
Type of Verbal Communication
1. Interpersonal Communication: This type of
communication is one-on-one and takes place between
two people. It might be either formal or informal.
2. Written Communication: Writing words is a
necessary component of written communication. It might
be in the form of letters, flyers, reports, manuals, SMS
messages, online discussions, etc. It may involve two or
more parties.
Shikha Shokeen
3. Small Group Communication: When there are more
than two participants, small group communication
occurs. Everyone can engage in conversation and
interaction with the others.
4. PublicCommunication: This kind of communication
occurs when one person speaks in front of a large
gathering.
Advantages of Verbal Communication
1. Communication takes less time.
2. It gets feedback quickly after being presented.
3. It provides complete understanding of the
communication that is presented and the opportunity to
clarify it further if there are any ambiguities regarding
the meaning of the words or concepts.
Shikha Shokeen
Disadvantages of Verbal Communication
1. Emotions are visible, which might cause problems in
some situations.
2. It has no legal standing, which will cause issues in
some circumstances.
Mastering Verbal Communication
1. Think about your topic.
2. Think about the most effective ways to make your
listeners
3. understand the topic.
Shikha Shokeen
4. Write or note down whatever you plan to say.
5. Speak clearly, loudly and at moderate speed.
6. Be sure the information you want to share is to the
point.
7. Do not repeat the same sentences.
8. Be confident.
9. Maintain eye contact, stand straight and be attentive.
10. Be friendly.
Session 3: Non-verbal Communication
The expression or sharing of information or messages
without the use of spoken or written words is known as
non-verbal communication.
Importance of Non-verbal Communication
In our regular correspondence Shikha Shokeen
1. Body, facial, arm, and other motions are used in 55%
percent of communication.
2. Voice, tone, pauses, and other non-verbal signs make
up 38% of communication.
3. Words are used in communicating in just 7% of cases.
Example of Non-verbal Communication
Gestures
1. Raising a hand to greet or say goodbye
2. Pointing your finger at someone
Expressions
1. Smiling when you are happy
2. Making a sad face when you are sad
Body Language Shikha Shokeen
Postures by which attitudes and feelings are
communicated. Standing straight, showing interest.
- Visual Communication
Since visual communication only involves exchanging
messages through images or pictures and does not
require the understanding of a specific language
1. Under construction Sign
2. No parking zone Sign
3. Under CCTV surveillance Sign
- Session 4: Communication Cycle and
the Importance of Feedback
Feedback
Shikha Shokeen
Feedback plays an important part in communication
because it tells both the source and the receiver, how
their message are being interpreted.
Descriptive feedback
Descriptive feedback provides particular information that
the learner can use to understand what needs to be done
in order to improve, whether it comes in the form of
written remarks or vocal talks. The best method for
enhancing student learning is descriptive feedback.
Specific Feedback
Specific feedback helps the student understand what they
performed well or poorly.
Shikha Shokeen
General Feedback
General feedback on the other hand is very non-specific,
such as “good job” or “you did great.”
Importance of Feedback
1. It validates effective listening
2. It motivates
3. It boosts learning
4. It improves performance
- Session 5: Barriers to Effective
Communication
Shikha Shokeen
Communication Barriers
Interpersonal communications can go wrong for a variety
of reasons. It is crucial that the communicator gets
feedback to ensure that their message is well understood
because in many communications, the message may not
be understood exactly as the sender intended.
Some common barriers to effective communication
include –
special or technical words that are used by a
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particular group of people in a particular
profession and that other people do not
understand
1. Theuse of Jargon, could be over-complicated or used
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unfamiliar terms.
2. Emotional barriers and taboos.
3. Difference in perception and viewpoint.
4. Physical
disabilites : such as hearing problems or
speech difficuties.
5. Physical
Barriers to non-verbal communciation. Not
able to move any part
6. Languagedifferences and the difficulty in
understanding unfamiliar accents.
7. Expectationsand prejudices which may lead to false
assumptions or stereotyping. People often hear what
they expect to hear rather than what is actually said
and jump to incorrect conclusions.
8. Cultural
difference : The norms of social interaction
vary greatly in different cultures, as do the way in
which emotions are expressed. For example, the
concept of personal space varies between cultures
and between different social settings.
Shikha Shokeen
How to Overcoming from Communication
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Barriers
Most of the above mentioned barriers can be overcome
by the skilled communicator. Obviously, bridging gaps in
geography and communicating through disabilities are a
topic for a different discussion. Below, we will look at
some tools that can be used to bridge barriers in everyday
communications.
Shikha Shokeen
Active Listening
“Active listening” just means paying attention. That
involves paying close attention to what is being said
rather than merely “hearing” what is being said. All of
the senses must be engaged in order to actively listen.
Use Simple Language
It essentially entails sending and receiving
communications in an understandable format between
two people or entities. Communication techniques
include listening and talking.
Give Constructive Feedback
Feedback is part of the communication cycle.. While the
feedback that we give the speaker/sender may
occasionally be negative, it is important that it be
constructive in nature.
Shikha Shokeen
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v 7 C’s of Communication Shikha Shokeen
A set of guidelines for good written and verbal
communication is known as the “seven C’s of
communication. There are some rules that must be
adhered to when transmitting written and oral messages.
These principles offer recommendations for selecting the
appropriate content and presentational style for the
intended audience.
There are 7’cs of communication which are applicable to
both written as well as oral communication.
These are as follows –
a. Completeness
b. Conciseness
c. Clarity
d. Correctness
e. Concreteness
f. Consideration
g. Courtesy
Completeness
The communication must be complete. It must provide
the audience with all the information they need. When
sending a message, the sender must consider the
recipient’s mindset and adjust their message accordingly.
• Wherever it is necessary, a full communication always
includes more details.
• Complete communication helps in better decision-
making by the audience/readers/receivers of message
as they get all desired and crucial information.
Conciseness
Shikha Shokeen
Conciseness means wordiness, i.e, communicating what
you want to convey in least possible words without
forgoing the other C’s of communication. Conciseness is
a necessity for effective communication.
• It is both time-saving as well as cost-saving.
• As it avoids using too many or unnecessary words, it
emphasises and highlights the core message.
Clarity Shikha Shokeen
Clarity suggests focusing on one message or objective at
a time rather than attempting to do too much at once.
• It makes understanding easier.
• Complete clarity of thoughts and ideas enhances the
meaning of message.
Concretenes
Correctness
Concrete communication implies being particular and
and clear rather than fuzzy and general. Concreteness
strengthens the confidence. Concrete message has
following features:
B
• It is supported with specific facts and figures.
• It makes use of words that are clear and that build the
reputation.
• Concrete messages are not misinterpreted.
correctness
Concreteness
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Correctness in communication implies that there are no
grammatical errors in communication. Correct
communication has following features:
• The message is exact, correct and well-timed.
• If the communication is correct, it boosts up the
confidence level.
• Correct message has greater impact on the
audience/readers.
Shikha Shokeen
Consideration
Consideration implies “stepping into the shoes of
others”. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify
your words in
message to suit the audience’s needs.
Courtesy
Courtesy in message implies the message should show
the sender’s
expression as well as should respect the receiver. The
sender of the message should be sincerely polite,
judicious, reflective and enthusiastic.
Session 6: Writing Skills — Parts of
Speech
Basic Writing Skills Shikha Shokeen
- Sentences
A sentence is a group of words giving a complete
thought. A subject and a verb are required in every
sentence. There are three types of Sentence
1. Simple
2. Compound
3. complex sentences
Shikha Shokeen
Simple sentence
A simple sentence is one independent clause that has a
subject and a verb and expresses a complete thought.
1. Must have a subject and a verb.
2. Must express a complete thought.
3. Must only have one clause.
Examples
1. I am out of paper for the printer.
2. Will you help me with the math homework?
Compound Sentence
A compound sentence allows us to share a lot of
information by combining two or more related thoughts
into one sentence.
Shikha Shokeen
Example
I drove to the office, and then I walked to the cabin.
Complex sentence
A complex sentence is a sentence that combines one
independent clause with at least one dependent clause.
Example
Although Rohan had some doubts, he found the courses
very useful.
Computers have come a long way since they first came
on the market.
-Phrases
Phrases are a group of words that work together to
communicate an element of speech. The following figure
represents the different types of phrases
Shikha Shokeen
There are five types of Phrases
1. Prepositional Phrase
2. Appositive Phrase
3. Participial Phrase
4. Gerund Phrase
5. Infinitive Phrase
~ Parts of a Sentence
Every sentence can be broken into two parts
1. Complete Subject
2. Complete Predicate
The complete subject consists of simple subject ( The
noun or the pronoun is the subject is about) and its
modifiers
The complete predicate is made of up of verb and its
modifiers.
Shikha Shokeen
-Parts of speech
A category to which a word is assigned in accordance
with its syntactic functions. In English the main parts of
speech are noun, pronoun, adjective, determiner, verb,
adverb, preposition, conjunction, and interjection.
The following figure represents eight parts of speech
Shikha Shokeen
Article Writing
~
Article writing is the process of creating a non-fiction
text about current or recent news, items of general
interest or specific topics.
- Construction of the Paragraph
Shikha Shokeen
What is a paragraph?
A paragraph is a series of sentences that are organized
and coherent, and are all related to a single topic.
Q1. Which of the following is NOT an element of
communication within the communication process cycle?
A) Channel
B) Receiver
C) Sender
D) Time
Answer (D)
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Q2. You need to apply for leave at work? Which method
of communication will you use?
A) e-mail
B) Poster
C) Newsletter
D) Blog
Answer (A)
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Q3. By which action can senders send their messages?
A) Gestures
B) Speaking Shikha Shokeen
C) Reading
D) Writing
Answer (C)
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Q4. Which of the following is an example of oral
communication?
A) Newspapers
B) Letters
C) Phone call
D) e-mail
Answer (C)
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Q5. What are the types of words we should use for verbal
communication?
A) Acronyms
B) Simple
C) Technical
D) Jargons
Answer (B)
Q6. Which of these is a positive (good) facial expression?
A) Frowning while concentrating
B) Maintaining eye contact
C) Smiling continuously
D) Rolling up your eyes
Answer (B)
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Q7. What does an upright (straight) body posture convey
or show?
A) Pride
B) Professionalism
C) Confidence
D) Humility Shikha Shokeen
Answer (C)
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Q8. Which of these is NOT an appropriate non-verbal
communication at work?
A) Keeping hands in pockets while talking
B) Talking at moderate speed
C) Sitting straight
D) Tilting head a bit to listen
Answer (A)
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Q9. Which of the following statement is true about
communication?
A) 50% of our communication is non-verbal
B) 20% communication is done using body movements,
face, arms, etc
C) 5% communication is done using voice, tone, pauses,
etc.
D) 7% communication is done using words
Answer (D)
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Q10. Which of these are examples of positive feedback?
A) Excellent, your work has improved
B) I noticed your dedication towards the project.
C) You are always doing it the wrong way.
D) All of the above
Answer (D)
Q11. Which of these are examples of negative feedback?
A) I hate to tell you this but your drawing skill is poor.
B) You can surely improve your drawing
C) These are good drawings but you can do better.
D) None of the above
Answer (A)
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Q12. Which of the following is an effective components of good
feedback?
A) Detailed and time consuming
B) Indirect
C) Specific Shikha Shokeen
D) Opinion-based
Answer (C)
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Q13. Which of these is NOT a common communication barrier?
A) Linguistic barrier
B) Interpersonal barrier
C) Financial barrier
D) Organisational barrier
Answer (C)
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Q14. In which of the following, the underlined word is an
adjective?
A) Radha has a red dress
B) I can speak French
C) The Girl on the Train is a best-seller
D) Abdul can swim fast
Answer (A)
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Q15. Which of these sentences is capitalised correctly?
A) Ravi and i are going to the movies
B) Salim is visiting India in July
C) The tiger is a Strong animal
D) She is arriving on Monday
Answer (D)
Q16. Which of these sentences are punctuated correctly?
A) When is the party.
B) I had bread omelette and a Banana for breakfast?
C) I am so excited about my first foreign trip,
D) This is Abdul’s notebook.
Answer (D)
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Q17. In which of these sentences can you find an adverb?
A) Divya drinks milk every day.
B) Sanjay gifted me a new pen
C) I opened the door lock Shikha Shokeen
D) Sita is 5-feet tall.
Answer (A)
Hide Answer
Q18. Identify the indirect object in the sentence, ‘The band
played music for the audience.’
A) The band
B) played
C) music
D) audience
Answer (D)
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Q19. Which of these is an imperative sentence?
A) Switch off the fan
B) Sheila has gone to the market
C) Where are my pen colours?
D) Oh no! I missed my flight
Answer (D)
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Q20. Which of these sentences is in active voice?
A) A movie is being watched by them.
B) The car was repaired by Raju
C) He is reading a book.
D) The thief was being chased by a policeman
Answer (C)
1. List the different types of verbal communication. Include examples
for each verbal communication type.
Shikha Shokeen
Ans. The table illustrates the different types of verbal communication:
2. What do you mean by feedback? Let’s take a scenario. Radha is your co-worker.
Together you are making a report on how to manage the waste in your store. Since
she has not completed her work on time, the whole report has got delayed and the
manager has given you both a warning. Write down the feedback you would like to
give your workers on time management. Try to keep the feedback specific and
polite.
Ans. Feedback is the final component and one of the most important factors in the
process of communication since it is defined as the response given by the receiver to
the sender.
Feedback to Radha
You are a great asset to the team. You are very professional and focused on your
work. Despite the difficult deadlines for the report on how to manage the waste in
your store, you maintain a positive attitude. You respond to problems without
getting angry or frustrated. Whenever you have free time I see you studying or
looking over someone’s shoulder trying to troubleshoot a problem. It would benefit
the entire department if you paid more attention to the delivery time.
3. Write down the common communication barriers you may come across when you move
to a new city or country.
Ans. The common communication barriers a person may come across when the move to a
new city or country is:
Physical Barriers: Physical barriers are the environmental and natural conditions that act as
a barrier in communication. For example, text messages are often less effective than face-
to-face communication.
Linguistic Barriers: The inability to communicate using a language is known as the
language barrier to communication. Language barriers are the most common
communication barriers, it leads to misunderstandings and misinterpretations of the
message. For example slang, professional jargon.
Shikha Shokeen
Interpersonal Barriers: Barriers to interpersonal communication occur when the sender’s
message is received differently from how it was intended. It is also very difficult to
communicate with someone who is not willing to talk or express their feelings and views.
Organisational Barriers: Organisations are designed on the basis of formal hierarchical
structures that follow performance standards, rules and regulations, procedures, policies,
behavioural norms, etc. Superior-subordinate relationships in a formal organisational
structure can be a barrier to the free flow of communication.
Cultural Barriers: Cultural barriers is when people of different cultures are unable to
understand
each other’s customs, resulting in inconveniences and difficulties. People sometimes make
stereotypical assumptions about others based on their cultural background, this leads to a
difference in opinions and can be a major barrier to effective communication.
4. Write two sentences of each type of sentence — statement, question, exclamatory and
order.
Ans. The two sentences of each type of sentence are:
Statement
1) Blue is my favourite colour.
2) The farewell party begins in two hours.
Question
1) Do you want tea or coffee?
2) Is it raining?
Exclamatory
1) This is the best day of my life!
2) Oh, my goodness, we won!
Order
1) Please lower your voice.
2) Respond immediately.
5. Which is your favourite food, dish or cuisine?
Write two paragraphs about your favourite food,
dish or cuisine. Make sure you follow all the rules
about the sentences and paragraphs you have
learnt.
Ans. I am a very foodie. I love to eat. Among the
number of foods, Pizza is my favourite food
because it tastes and smells fabulous. My Mom
cooks the best Pizzas in the world. I always ask
her to make Pizza.
In Pizzas, I love onion cheese Pizza a lot. This is
because cheese pizza is healthy and makes me
strong. To create fun we also organize pizza races
in terms of who can eat the maximum number of
pizzas. I can eat many pizzas at a time.
Shikha Shokeen
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Reference : -
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