Communication Skills

Having strong communication skills aids in all aspects of life – from professional life to
personal life and everything that falls in between. From a business standpoint, all transactions
result from communication. Good communication skills are essential to allow others and
yourself to understand information more accurately and quickly.

In contrast, poor communication skills lead to frequent misunderstandings and frustration.

Why is effective communication important in the workplace?

Communication in the workplace is important because it boosts employee morale,
engagement, productivity, and satisfaction. Communication is also key for better team collaboration
and cooperation. Ultimately, effective workplace communication helps drive better results for
individuals, teams, and organizations.

In fact building good communication skills has profound short- and long-term benefits for
your organization. An effective communicator is able to motivate team to get more done with better
results and fewer misunderstandings

Communication is the transfer of information and understanding from one person to another.

• It is a way of reaching others with ideas, facts, thoughts, feelings, and values.
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• Communication always involves at least two people –a Sender and a receiver.

• Communication is what the receiver understands and not what the sender says.

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• Organizations cannot exist without communication.

If there is no communication in Org. , then :

 Employees cannot know what their co-workers are doing,
 Management cannot receive information inputs, and
 Supervisors cannot give instructions.

• Without communication, Coordination of work is impossible and the organization will

collapse for lack of it.

• Cooperation also becomes impossible, because people cannot communicate their needs
and feelings to others.

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• When communication is effective, it tends to encourage better performance and job

satisfaction.

• People understand their and feel more involved in jobs better them.
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• One of the main hindrances for the successful performance of a group or

organization is :

“lack of effective communication.”

• Normally ,individuals spend nearly 70% of their working hours communicating, writing,
reading, speaking and listening.

• Communication skill is one of the essential qualities required for every individual,
whether in a group, work place, family or in any situation.

• Few Definitions: of Communication :

Communication is the interchange of thoughts or information to
bring about mutual understanding and confidence of good human relations.

Communication is an exchange of facts, ideas, opinions or

emotions by two or more persons.
Communication means Understanding.

Communication as a process is , by which information is exchanged

between individuals through a common system of symbols, signs or behaviour.

• Any communication involves four essential elements, viz. :

1. The message
2. The source
3.The receiver
4.The channel
 • THE COMMUNICATION PROCESS
The process of communication involves six stages.

• AT SENDER'S END
1. IDEATION( Generation of Idea)
• It is to develop an idea that the sender wishes to transmit. (Step1)
• This is the key step, because unless there is a worthwhile message,
all the other steps are somewhat useless.
• This step is represented by the sign, sometimes seen in an office,
that reads, “Be sure brain is engaged before putting mouth in gear.”

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2. ENCODING
• Step 2 is to encode the idea into suitable words, charts or symbol for
transmission.

• At this point the sender determines the method of transmission, so

that the words and symbols may be organised in suitable fashion for the type of
transmission.

3. TRANSMISSION
• When the message is fully developed, step 3 is to transmit it by the method
chosen, such as by memo, phone call or personal visit.
• Senders also choose certain channels, such as bypassing or not bypassing
someone and they communicate with careful timing.
• Sender might think ,Today may not be the right day to talk to one’s
manager about that pay raise.
• Senders also try to keep their communication channel free of barriers, or
interference, so that their messages have a chance to reach the receivers and hold their
attention.

• AT RECEIVER'S END
1. RECEIVING
• The encoded message sent by the sender is received by the receiver, who
tune to receive the message. If the receiver does not function, the message is lost.
2. DECODING
 • Step 5 is to decode the message so that it can be understood. The receiver
tries to get the meaning or understand from the symbols by the sender.

3. ACTION
• The receiver gets the message and acts or responds in some way.

• Modes of Communication :
Verbal Nonverbal Written

• Verbal Communication:
Verbal communication is puts across a message by when a person speaking.
The message can be sent to an individual, a team or a group.
The message can be sent in person, via an intercom, over the phone, email etc.
 • Non-verbal Communication:
There are numerous ideas, thoughts and feelings that are communicated
without words.

People have the ability to read non-verbal cues.

• The following are examples of non-verbal communication;
• yawn • tears • frown • crossing arms • averting eyes

Nonverbal Messages

Nonverbal messages are the primary way that we communicate emotions

 • Non-verbal communication is divided into six types.

They are :

1. Body language
2. voice
3. space
4. environment.
5. time

• Media of communication:
Communication is possible through a vast variety of media.
For communication to be effective, the communicator has to be very careful and
judicious in the choice of media.

Media of communication:
• The choice of media , will depend on the factors like:

The urgency of the message, the time available,

The expenditure involved and
the intellectual and emotional level of the receiver.

Communication can be broadly classified into six groups:

1. Written communication
2. Oral communication
3. Face-to-Face communication
4. Visual communication
5. Audio-visual communication
6. Silence

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Written communication :
• Written communicationincludes letters, circulars, memos, telegrams, reports, minutes, forms
and questionnaires, manuals etc.
 • There are Merits and limitations of written communication.

Merits:
o It is accurate and precise.
o It can be repeatedly referred to.
o It is a permanent record.
o It is a legal document.
o It facilitates in assigning responsibilities.
o It has a wide access.

Limitations
o It is time consuming.
o It is costly.
o Quick clarification is not possible.

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• Oral communication includes:

Face-to-face conversation,
Conversation over the telephone,
Radio broadcasts,
Interviews,
Group discussions, conferences and seminars, speeches etc.
Merits :
o Saves time and money.
o More powerful means of persuasion and control.
 o Speaker gets immediate feed back.
o Helps to promote friendly relations.
o Useful at assemblies, meetings etc.

Limitations :
o Not suitable for lengthy messages.
o Cannot be retained for a long time.
o Does not have any legal validity.
o Greater chances of misunderstanding.
o Cannot assign specific responsibilities.

Face-to-Face communication
• The Three Levels of Communications :
when we communicate face-to-face with others, we receive messages on three basic levels:
 Vocabulary,
 Voice inflections, and
 Non verbal behaviors.
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• Vocabulary:
1. The vocabulary messages consist of the actual words we use to communicate
with others.
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2. Voice inflections:
• The voice inflections consist of the way that someone says something.
• This would include tone, speed, emotions, pace, volume, etc.
• The way someone says something can dramatically change the meaning of the
words being spoken.

3. Nonverbal behaviours:
The nonverbal behaviours include body language, facial expressions, gestures, etc., that
someone might use while communicating with others.

Face-to-Face communication

The studies have shown that :

o 7% of what we communicate is based on vocabulary;

o 38% of what we communicate is based on voice inflections; and

o 55% of what we communicate is based on nonverbal behaviors.

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• Face-to-Face communication

Merits

 Facial expressions and gestures help to communicate better and it

is almost perfect.
  Particularly suitable for discussions.

Limitations
o Difficult to practice in large-sized organizations.
o Not effective in large gatherings.

o Ineffective if the listener is inattentive.

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• Visual communication includes printed pictures, posters, slides, film strips etc.

• But visual communication alone is not enough. It can be effectively used only in
combination with other media.

• Audio Visual Communication that makes use of telecasts, short films on cinema screen
and videotapes is the latest medium of communication.
• It is a combination of sight and sound and most suitable for mass publicity and mass
education.

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• Silence can effectively communicate a number of responses.

 Silence is more eloquent (effective) than not a meaningless adage.

 Silence can very effectively convey such responses as disapproval, anger or

indifference.
 • Principles of communication: (6 Cs)
(A) Clarity: -
 Use Simple words and concrete expressions.

 Avoid usage of 'Jargons' and ambiguity.

 Jargons refer to special language of an organization. E.g., CGM, PGM, DGM, DE, SDE, JTO,
EE, AO, DA etc.
 Use short sentences whether in oral or written communication.
 Long sentences seem to be complex.
 It is a very common trend in our correspondences to combine two or three sentences into
a long sentence.
 As a convention, if a sentence runs beyond 30 words it is better to split into two
sentences.

• (B) Completeness:-
While answering a letter make the receiver is not in any doubt anything sure th
contained in it.
Check for the five “W” questions- Who?, What?, Why?, Where? and When? to
ensure completeness.
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(C)Conciseness:-
• Be as brief as possible since brevity in expression effectively wins the attention of the
reader.
• Brevity should not be at the cost of appropriateness, clarity correctness, completeness
or courtesy.
• Organise well, include only relevant facts and also avoid repetition.

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(D) Consideration: -
• Show consideration to the speaker / listener.

• Adopt 'you' attitude than 'we' attitude. • Emphasize positive, pleasant facts.

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(E) Courtesy:-
• Courtesy means a friendly behaviour towards others.
• Answer the letters promptly as far as possible, omit irritating expressions,
especially personal attacks and apologize sincerely for an omission or thank
generously for a favour
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(F) Correctness:-
• Give correct facts, send the message at correct time and in correct style through
appropriate media -Telegram, Fax, E-mail, Telephone etc

Types of communication
Depending upon the purpose and channel, there are 5 different types of communication
as below.
• Downward Communication,
• Upward Communication,
• Horizontal/Lateral Communication,
• Grapevine Communication and
• Consensus.

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Downward Communication:-
• Downward communication refers to exchange of ideas with subordinates and people at
lower levels.

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Objectives of downward communication are:

• Togive specific directions to subordinates.
• Toexplain policies and procedures of organization.
• Toappraise the subordinates, of their performance.
• To give the subordinatesinformation about the rationale/principles of their job.

• Essentials of downward communication are:

 Adequate information
 Clear about how much to communicate
 Delegation of authority to lower levels
 Pass on to the correct person.

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Upward communication:
• Upward communication refers to exchange of ideas with superiors and people at higher
levels
 • A main objective of upward communication is feedback, which gives employees,
opportunity to vent their problems and grievances, constructive suggestions, easier introduction of
new schemes and greater harmony and cohesion among the personnel at different levels.

• If the two way flow of information is broken by poor upward communication, management
loses touch with employee needs and lacks sufficient information to make sound decisions.

Essentials of upward communication are:

1. Superiors get close to subordinates
2. Keep line of communication short
3. Prompt redress of legitimate grievance
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Limitations of upward communication are:

1. Reluctance to express themselves
2. Fear of criticism
3. Great possibility of distortion
4. Some time Depressed superiors feel insulted.

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• Horizontal/Lateral communication
Horizontal communication refers to exchange of ideas between people of same
level.

• Grapevine channel of communication is an informal communication.

 • Consensus
1. Decisions unanimous
2. Quite familiar in politics
3. It can be applied among officials also.

• Barriers to communication:
• Even when the receiver receives the message and makes a genuine effort to decode
it, there are a number of interferences that may limit the receiver’s understanding.
• These obstacles act as barriers to communication, and may entirely prevent a
communication, filter a part of it or give it incorrect meaning.
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• Barriers to communication:
1. Wrong choice of media.
2. Physical barriers - Noise, time and distance.
3. Semantic - Interpretation of words, by-passed instructions,
4. Denotations ( to denote) and connotations( meaning).
5. Socio-psychological barriers - Attitudes and opinions.
6. Filtering - Sender manipulating information so that the receiver will see it more
favourably.
7. Selective perception.
8. Language - Words mean different things to different people depending on age,
education and culture.
9. Source of communication - biased notion.
10. Inattentiveness
11. Faulty transmission
12. Poor retention

• Effective Communication :
• Communication skills encompass a variety of strategies and techniques that aid
interpersonal interaction.
• Using good communication skills is not a matter of simply being ‘nice’.
Rather, communicating well facilitates information sharing, perspective-taking, and genuine
understanding.
• When communication flows well, conflict is more likely to be resolved in a
collaborative fashion, rather than escalating to destructive levels.
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Effective Communication :
• Key elements of effective communication skill are:
(1) Communicating well.
(2) Active Listening Skills
(3) Feed Back Skills.

Active Listening Skills:

Listening is making sense out of what we hear.

This requires :
• Paying attention
• Following - to give indication to the speaker that you are with him or her.
• Reflecting - to ask the speaker whether you have correctly understood him by
repeating what you have heard in your own words
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Active listening requirements: -
o Listen with :
• Intensity ( attentively)
• Acceptance,
• Empathy and
• Willingness to take responsibility.
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• Active Listening Skills:

• Active listening requirements: -
• Human brain can handle things at a speed four times the speed at which one
speaks. Hence, at the time of listening, our lazy mind will be wandering in other matters
like vacation, friends, selecting a vehicle etc. In such occasions, we will not understand
the message correctly.
• An active listener concentrates intensely on what the speaker is saying,
summarize and integrate what has been said.

 Ways to develop active listening skills are:

1. Make eye contact.
2. Exhibit affirmative head nods and appropriate facial expressions.
3. Avoid distracting action or gestures - look into the watch, play with pencil,
shuffle the papers etc.
4. Ask questions - ensures understanding

5. Paraphrase - Paraphrasing means repeating the matters told by the other

person in our words. Eg. Do you mean? You cannot paraphrase if your mind is
wandering.
6. Avoid interrupting the speaker. Do not over talk.
7. Make smooth transitions between the roles of speaker and listen

• Feedback Skills:
 • The Feedback can be positive or negative depending upon the situations.

If positive, feedback is likely to be given promptly and enthusiastically. Positive

feedback is always accepted, because every body likes to hear good things about them

If negative, feedback is often avoided, delayed or substantially distorted.

Negative feedback often meets resistance.

Should we avoid negative feedback? No, we should be aware of the possible

resistance and at the same time, the negative feedback should be used at a circumstance in
which it is likely to be accepted.

Experiments show that negative feedback is most likely to be accepted when it comes from
a credible source or if it is objective in form.

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• Ways to develop effective Feed Back Skills are:

1. Focus on specific behaviors.
o Eg. Sentence like , “ Your attitude is not correct, I liked your work etc.”, are
not specific.
o At the same time, the following are specific. Eg. You came half an hour late in
yesterday’s meeting and this attitude of you is disturbing me.
o Your work last week has increased the revenue by 20%. That is good.

2. Keep feed back impersonal

• General and impersonal feed back especially, when it is negative. Avoid
counter productive words like stupid, incompetent etc.
3. Keep feed back goal oriented.
4. Make feed back well timed
• Feedback is effective only when it is given immediately. In some cases well-
timed means some what delayed.
5. Ensure understanding
• Remember, every successful communicator requires both transference and
understanding.

• A breakdown in communication usually takes place due to lack of organizing

and planning beforehand.

A few basic guidelines will result in successful communication whether it is written

down or spoken.

• Some Dos for written communication :

1. Assemble the information you need.

2. Check and double check that the information is accurate.
3. Make notes to form an outline.
4. Prepare a draft copy.
5. Read the draft and amend where necessary.
6. Make notes on what you intend to say.
7. Choose the right time to say it.
8. Select your words carefully.
9. Make sure the information is given to the right person.
10. Try to judge the other person’s reaction.
• Some Dos for Verbal communication :

1. You should be clear about subject you wan to communicate.

2. Maintain eye contact with the audience
3. Body awareness
4. Gestures and expressions
5. Convey one's thoughts
6. Practice effective communication skills

Conclusion
In this age of information explosion , knowledge is power and communication is
the tool/instrument for transferring knowledge and wielding power.
Every year communication tops the list of skills in demand by employers.
There's a reason. Communication is what makes our professional and personal
relationships go smoothly. It's how we show care, catalyze change, and get things
done.

Being able to articulate well provides a significant advantage. To do your job effectively,
you have to discuss problems, request information, interact with others, and have good
human relations skills – these are all part of having good communication skills. They help in
being understood well and in helping understand the needs of those around you.