Communication Skills By:- Dr. Naveen Baweja It is a Comprehensive Book Vis-a-Vas a Prolonged Documentation for the increased Comprehension of the "Communication Skills"..!

1. CCOOMMMMUUNNIICCAATTIIOONN SSKKIILLLLSS
Introduction to Communication: Meaning & Defination
“Communication is the broad field of human interchange of facts and opinions “– By Red Field
i.e. exchange of facts and opinions in social or commercial intercourse. It is interchange, expression, transmission, dynamic process, connecting link, power and force which maintain life. It is both an art and/or science.
It can be called as ‘God Gifted’ or you are able to master this technique.
As said above communication is an art and / or science and is interdisciplinary
To Explain:
 It connects all living beings.
 Pushes the progress
 Pushes the actions and desire to express
Evolution of Communication
It is from sounds, actions, signs, gestures,
How to interpret sounds
 By understanding actions
 Using signs
 Using sounds, cries , drum beats etc
Objectives
 Its goal oriented
 It is the means to the end
 To accomplish results like to Inform, educate, train , motivate, integrate, relate, promote, entertain, decision – making
Process and Classification of Communication
Communication occurs when a message is conveyed from the sender and is properly understood by the receiver it has three components
Sender , Message , Receiver,
Sender ----- Message ----- Receiver

2. The process
1) Message is initiated
2) Encoding by Sender
3) Transmission through a medium or channel
4) Receiver receives the message and decodes it
5) Decoded message is acted upon
6) Feedback is sent back to the sender
Elements and Characteristics of communication
 To be clear about the purpose
 To understand the basic process
 Be well informed
 To plan your communication
 To have a positive approach
 To avoid extreme feelings
 To be sincere, consistent, time factor, conscious
 Use proper channels, feedback
 Avoid overload
MESSAGE
Transmission Medium/ Channel
RECEIVER
SENDER
Idea Encode
Idea Decode
User Action / Feedback

3. Classification of communication
The main methods of communication
Oral Non verbal Visual AV Silence Written
ORAL COMMUNICATION- SPOKEN COMMUNICATION
Merits Demerits
1. It is easily used 1. Not effective if the group is spread out.
2. It is instantaneous 2. It is constrained by language, accent and
Vocabulary
3. It is persuasive 3. It is constrained by noise and other physical
Barriers.
4. It is cost effective 4. It is not normally a recorded document.
5. It is person to person exchange 5. It has no repeated reference
6. It works well in a small group 6. It can’t be erased
7. It can be supplemented by non- 7. It is often dependant on memory.
Verbal messages
To explain
 Pen is mightier than sword.
 It is well structured
 It creates a record when preserved.
 It can have erasure, substitution and revision
Methods of Communication

4. NON VERBAL COMMUNICATION
It is non verbal communication; it means it is not oral, not written communication.
It is body language, gestures, postures, appearance, personality, space, codes, signs and signals, facial expression and timings.
This actually means that;
1. It thrives on observation- body language, appearance.
2. It is unintended
3. Universal appeal
Visual Communication
Audio visual communication (AV)
Signs, signals and symbols (Signals and symbols are well accepted and widely used)
Silence
It may be a form of punishment it is for;
1. To cut communicator
2. Keeping quiet can say a lot.
3. Needs an appropriate time when needed.
TYPES OF COMMUNICATION
 Personal(two people) and business(business people)
 Internal(within an organization) and external(outside the organization)
 Upward and downward
 Formal(memo, circular, letter) and informal(chats and informal talks)
 Mass communication(public speaking, news, magazines, tv channel)
 Global communication (comm.. With global reach)
 Lateral communication( horizontal peer level, sup-sup, mgr-mgr)
 Interactive communication(meeting, conference, tele-conf., multimedia, GD)
 Social communication(social)
 Grapevine also known as the key for development.
Grapevine is an informal communication in an organization or business. It generally spreads with gossips and rumors. It travels through informal networks sometimes faster than that of usual formal messages.

5. BARRIERS IN COMMUNICATION
 Poor expression
 Faulty transmission
 Lack of interest
 Noise.
 Physical factors- all factors, equipment and power supply
 People related factors
CORPORATE COMMUNICATION
It is to all the employees within the organization
It is a liaison between organization and public e.g. PR and Advertising.
It is mainly to enhance
 Corporate culture
 Corporate identity
 Corporate philosophy
 Corporate citizenship
 Positive image
 All the principles of effective communication.
7 C’S OF COMMUNICATION
 Conciseness
 Concreteness
 Clarity
 Completeness
 Courtesy
 Correctness
 Consideration
PRINCIPALS OF COMMUNICATION
 Clear about the purpose
 Understand the process
 Clear about the target audience
 Be well informed
 Plan your communication
 Positive in approach
 Avoid extreme feelings
 Sincere, consistent, time factor, conscious, feedback
 Use good channels/ proper.
 No over load

6. TERMS TO REMEMBER:
 Perception – recognition, reception
 Impact
 Good or bad
 Beautiful or ugly
 Sincere or manipulative
 Complete or incomplete
Attitudes- We find them as positive or negative deficiencies
Beliefs- it is faith, intuition, judgment, trust, confidence, acceptance.
Values- Social values, organizational values, national values, global values, intrinsic qualities or worth
Norms and Experiences- People carry with their own norms and experiences during communication or the experience of the listeners can be boring, exciting, boring speakers, impatient listeners, not very articulate, contradictory, well informed, insightful etc.
There are 3500 languages in this world and these languages are region specific
3500 spoken, 500 written
Words and slang
Vocabulary
UNDERSTANDING BUSINESS COMMUNICATION
 Profit is the motive
 Competitive nature
 Long term result
 Nurturing business relationship
 Dynamic business
 Observe business ethics
Stake holders in Business
 Owners.
 Employers
 Customers
 Community
The need for the organization is all to be involved in it from stake holders to the government etc.

7. NON – VERBAL COMMUNICATION FORMS AND KINESICS
It doesn’t use words, it is universal in appeal, relies on observation, interpretation, it may complement or contradict.
Forms of nonverbal communication or it involves
 Body Language- Face, eyes, voice.
 Postures and Gestures- They complement spoken words, movements and physical actions
 Attire- It always creates the first impression.
 Grooming
 Handshake
 Personal space
 Value of time-Time and protocol, time management, action speak louder than words, potency of smile
 Organizational body language
 Office attributes and structure- its design, arrangements, space, distance, imagery, colors and statements.
KINESICS
It is movement of physical parts of our body to perform some action is called as Kinesics
Example;
Emblems- signs e.g. ok is “O” in British
Illustrators- saying a word in Latin cultures
Affect displays body and face displays emotions, affective state
Regulators- non verbal signs that regulate the flow to prevent any disturbances.
Adaptors- postural changes and other movements at a low level to make feel more comfortable or to perform specific physical function.
They may be misinterpreted in inter cultural communication.

8. LISTENING SKILLS
Listening process
Good listeners put speakers at ease
The various processes or types of listening
 Hearing- Sensory perception of sound, it needs attentiveness, concentration for further processing at all the times.
 Decoding- Filtering of a verbal message. It filters wanted or unwanted, useful or otherwise also,there should be sense of judgment while filtering
 Comprehending- It is absorbing, grasping, assimilating, assuming a meaning which means that the listener has now understood the message or what was conveyed to him with his own knowledge.
 Remembering- Messages received are for absorption, memorizing, assuming significance for facilitating a future recall
 Responding- To provide feedback to communicator i.e seek classification, empathize with speaker, reassume that the message is well received
TYPES OF LISTENING
Passive listening
 No active participation be the listener,
 Not absorbed in the memory for future use
 Constrained to physiological and psychological factors
 Lack of interest, fatigue, ill health, disregard
 Lack of wavelength
 And it is perceived as it has been understood.
Selective Listening
 Listening what they want to
 Attention is not focused
 message is not thoroughly processed
 Not in a position to concentrate, thinks that the speaker is not well informed or he thinks that he is better.
Active listening
 Concrete effort by both the ends
 Actively spoken and heard
 Retained for future use
 Good participation be both the sides

9. BARRIERS OF LISTENING
 Physical barriers
 Defective microphones, speakers
 Voices and noises
 Speaker is close to microphone
 Interruptions
 Transmission failures
People related barriers
1. Shrill voice
2. Accent (rapid)
3. Receiver doesn’t thinks that the speaker is well informed.
4. No focus of listener
5. Not having adequate authority(thought by listener)
10 COMMANDANTS OF LISTENING
 Stop talking
 Put speakers at ease
 Show you want to listen
 Remove distractions
 Empathize with speakers
 Be patient
 Hold your temper
 Prevent your argument or criticism
 Ask questions
 Stop talking again.
IMPORTANCE OF LISTENING SKILLS
Listening skills are cultivated by
 Stake holders need to be at good level at all times and grow
 Businesses thrive on listening
 Knowledge upgradation
 Listen to customer complaints
Differences between Listening and Hearing
 Listening is active; hearing is passive
 Listening is emotional; hearing is passionless
 Listening is deep in experience; hearing is never beyond glossy exteriors
 Listening is timing; hearing is passive listening at times
 Listening is caring; hearing is passive listening

10. SIGNIFICANCE OF WRITTEN COMMUNICATION
Written letters, typed letters, and communication in a bank, electronic company, hotel, college and library.
Business Correspondence with customers, branches, auditors, suppliers, bankers, media persons, employers, share holders, others with business reach.
Hence written communication has extremely wide reach and is widely spread out.
Advantages of written Communication
 Wide reach
 To convey a precise message
 Be prepared at times
 Stand alone medium
 Targeted to reach specific sections
 Language use
 Much desired personal touch
 Can be erased, revised and rewritten
 Stored, reproduced and repeated
 Cost effective, organized properly
 Can create record and reference sources
 Helps Business relationship