Ways and Channels of Communication

Types of Communication
Major Pitfalls of Communication
Styles of Communication
 Communication . . .
Questioning Listening

One-Way/Two-Way

Written & Oral

Communication
Verbal & Non-verbal
After the session, you will be able to
Understand
– Communication Process
– One-way/ Two Way Communication
– Oral /Written/ Communication
– Signals - Non-verbal Communication
– Listening Skills
– Styles of Communication
• Assertive
• Aggressive
• Passive
 Person A Person B

Sender Receiver
3. Communication
1. Intended meaning 4. Decoding
channel

2. Encoding 5. Perceived meaning

10. Intended meaning 8. Communication Sender

channel 6. Intended meaning
9. Decoding
(receiver) 7. Encoding

Two-way
One-way communication
communication if B sends
feedback to A
• One-way communication
– Process in which information flows in only
one direction
• No feedback from the receiver
– Faster and easier for sender
• Two-way communication
– Process in which information flows in two
directions
• Receiver provides feedback
– Basis for constructive exchanges
– More difficult and time consuming
– More accurate
• Oral channel
– Advantages - questions can be asked and answered
• Feedback is immediate and direct
• Receiver can sense the sender’s sincerity
• More persuasive
– Disadvantages
• Can lead to spontaneous, ill-considered
statements
• There is no permanent record of the
communication
• Written channel
– Advantages - message can be revised
• Provides a permanent record
• Message stays the same when sent to several
receivers
• Receiver has more time to analyze the message
– Disadvantages - sender has no control over
where, when, or if the message is read
• Sender does not receive immediate feedback
• Receiver may not understand parts of the message
• Message must be longer to answer anticipated
questions
• Verbal skills
– Powerful messages are simple stated message
– Are straight & direct
– Spoken & Written Messages
• Nonverbal skills
– Can support or undermine the stated message
– Nonverbal cues may make a greater impact than other signals
– Can send a positive message with nonverbal signals by:
• Arranging the office to foster open communication
• Body language
• Facial expression and tone of voice
Communication Pitfalls
– Errors can occur in all stages of the
communication process
– Perceptual and filtering processes create
misinterpretation
• Perception - process of receiving and interpreting
information
• Filtering - process of withholding, ignoring, or
distorting information
• Listening – Hearing, interpretation, evaluating,
remembering, and finally responding
Listening Skills
Helps understand what the speaker wants to convey
Avoids any misunderstanding or communication gap
Helps avoid conflict, stress, or errors
Builds good rapport and relationship between members
in a team
 Steps Types

1. Hearing

Passive ◦ Encompasses five steps

2. Interpreting ◦ Is of three types—passive,
selective, and active
3. Evaluating
Selective ◦ Needs to be active for effective
communication
4. Remembering ◦ When active, helps listener
check understanding
5. Responding
Active

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– Boredom
– Situation
– Pre-conceived notions
– Tiredness
– Jumping to conclusions
– Selective listening
– Speed of talking
– Extensive use of jargons or
clichés

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– Put aside any other work.
– Avoid distraction.
– Focus on listening without pre-conceived ideas or prejudices.
– Show empathy towards the speaker.
– Avoid arguing and criticizing while listening.
– Ask questions to get more information.
– Repeat or summarize the conversation.
– Give feedback.

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 WANNA CHECK
YOUR LISTENING
SKILLS …
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After the session, you will be
able to Understand
Styles of Communication
Aggressive – Passive – Assertive Styles
Do’s and Don’t’s
Verbal & Non-verbal Signs
• Speak calmly.

• Speak with a slow speed and tone of your voice.

• Speak with low volume and pitch of voice.

• Speak with extra emphasis on words.

• Speak with a high volume and increased pitch of voice.

• Speak using high speed and tone of voice.

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Speak clearly and firmly in a pleasant voice.

Speak with appropriate volume and pitch of voice.

Speak in normal speed and modulate the tone of your voice.

It is the ability to honestly express your opinions, feelings,
attitudes, and rights, without undue anxiety, in a way that
doesn’t infringe on the rights of others
Desirable skill
Reduces tension
Increases mutual regard
Gains relevance and prominence
Boosts self-confidence
 Respect others’ rights

 Ensure good interpersonal relationships

 Express your rights honestly and clearly

 Stand up for your rights firmly and politely

 Always seek effective outcomes

 Non-assertive communication:
 Camouflaging message
 Hesitant phrases
 Frequent justifications
 Profuse apologies
 Aggressive communication:
 Excessive ‘I’ statements
 Boastful phrases
 Sarcastic remarks
Facts

Aggressive
C  Distinguish facts from opinions
R  Provide constructive criticism
I Opinion
 Avoid advice, long rambling
T sentences, hesitation, justification, and
apologies
I Boasting  Avoid boastfulness, aggression,
C threatening questions, sarcasm and
I blaming others
S
M
 Non-assertive:
 wobbly voice
 musical tone
 jerky speech pattern
 Nervousness
 crossed arms
 Aggressive:
 Staring
 pointing fingers
 fist thumping
 hard and sharp tone
 Shouting
 fast paced speech
 Scowling.

 Assertive:
 good eye-contact, speaking in a steady and firm tone, open hand movements, good
posture
Q&A

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