The document defines communication as the sharing of meaning and transmission of information between individuals, outlines the basics of written, verbal, and non-verbal communication skills, and discusses the various types, patterns, and barriers to successful communication. It provides guidance on using empowering language and positive communication techniques to overcome barriers.

1. Communication:
oDefinition
oScope
oBasics

2. DEFINATION:
 Disclosure, Transmission, Message, Report, News, Information,Open, Frank,Convey, Impart,Inform,Confer,Relate, Tell,Write, Say,
Listen, Read, Debate, Argue,Discuss…..
 A whole book may not be enoughto explain the various interpretations of communication becausemeanings change based upon
situations. A strong approach would be to includeratherthan exclude all interpretations. This is important because communication
deals with different personalities, points ofviewandcommunicationstyles.
 While communication includes the transmission of information, it is also the sharingofmeaningandincludesreachingotherswith
ideas, facts, thoughts,feeling andvalues.

3. SCOPE:
 Communicationis a two-wayprocessandthe scopeof communicationbegins with thesender andends with
receiving feedback.
 Sender ---Message --- Channel--- Receiver ---Feedback
 Onemustconsider theneed forfeedbackseriouslyandalsobewilling totakeresponsibilityforit.In other
words,thenormalexpectationsofmaking thereceiver responsibleforthefeedbackmaynotalwaysworkin
critical communicationthusmakingthe senderresponsibleforgetting feedback.Positivecommunicationis
suchthatthereceiver feelsmotivatedtorespondpositively.
 Accurate,perfectandprecisecommunicationisamajorassetforallindividuals.

4. BASICS:
Successfulcommunicationinvolves followingcertainbasicsandmastering thesetoperfection:
A: BASICSFORWRITTENCOMMUNICATION:
 Use simple, easyto understandlanguage
 Check yourspellings
 Useappropriatewords,punctuationmarks,paragraphsandsigns
 Becourteousin yourwrittencommunication,showthatyoucareaboutothers
 Donotuseanyformofslang oroffendingwords
 Ensureclarity,accuracyandstimulateresponse
 Demonstrateempathy
 Writewhatyoumean, bespecific

5. B:BASICS FOR VERBALCOMMUNICATION:
 Maintaineye contact
 Modulate yourvoiceandvoicelevel
 Checkyourpronunciations
 Showsincerity
 Be courteous
 Eliminate offendingwords, derogatoryandun-parliamentarylanguage
 Demonstrate empathy
 Saywhatyoumean,be specific

6. C: BASICS FOR BODYLANGUAGE
Movements of body should be synchronized with verbal communication
Fine tune your gestures, actionsand words
Avoid and eliminate unwanted actions and irrelevant body gestures asthese
create a negative impact

7. TYPES OF
COMMUNICATION
 Introduction
 Silent / Non-Verbal
 Verbal

8. INTRODUCTION
There are several types of communications and the choice of the correct format is a
skill. Master this skill with a moment of careful thought before communication
otherwise your communication may lose impact because of the wrong “type” choice.
Think about the following every time you communicate ………..
 Should I say it?
 Would writing be better?
 Can the communication wait? Is the time perfect?
 What form of body language is appropriate? Is eye contact needed? Should I look away?
 Where should I sit / stand?
 Which words are most appropriate?
 Which facial expression is best?
Make the right choiceabout the type ofcommunication with somepractice and add valueto yourpersonality.

9. SILENT COMMUNICATION (Non-
verbal)Silent communication, as the name suggests, is the act of communicating without
“saying” anything…… the communicators will usually use the following to
communicate:
 Eye Contact: Eyes have often called the mirror of the soul. Make your eyes smile and
maintain eye contact while communicating. This build trust, goodwill and positive
relationships
 Facial Expressions: Always match your facial expressions with the words you use. For
example, would you like and believe a person with a very serious expression on his face
and an even more serious tone saying “Happy to see you.” The Best facial expression is
a smile.
 Body Language: Expert communicators can accurately judge each other’s personalities
by observing “body language” they can spot: confidence, aggression, nervousness,
positive attitudes, empathy….. Communicators must always attempt POSITIVE BODY
LANGUAGE.

10. • Dress & Grooming: Are people listening to you or are they
distracted from your communication because of your dress and
grooming?
o Simplify yourdressand grooming
o Smartenup yourdressand grooming
o Avoid loud clothes and include those whichdemonstrate that you love yourselfand
love and respectothers. Empathy before dressinghelps onetoselect the right clothes
o Grooming needs attention todetails because people easily noticewhat is “not proper”.
Thekey, thereforeis tocheck regularlyand always be neat and proper

11. Posture:
o Erect, confident and friendly postures always help one to
communicate better. Sloppy, lazy and sluggish postures
communicate extremely negative images about self-esteem
and confidence
o The best postures, therefore, are those which communicate
enthusiasm, interest in others, confidence, well-being and
alertness
Attitude:
o All attitudes communicate
o Positive attitudes communicate success while negative
attitude communicate failure
o The intelligent communicator uses positive attitudes while
communicating. Positive attitudes convey success, empathy,
warmth, sincerity and assertiveness.

12. VERBAL COMMUNICATION
Verbal communication as the name suggests is about speaking, listening carefully
and then speaking again.
 Veryfew people listen aggressively and with empathyand this is the primereason whytheir communication either fails, or,
creates communication gaps. Thebest policy to follow is to always rememberwhyonehas two ears and only one mouth…..
obviously to listen twice as much as one can say……
Verbal communication includes the following:
Monologue:
o Communication which involves only one speaker is called monologue: discourse,
lecture. Sermon, talk, speech, address, announcement or oration
o The way to make a monologue successful is to concentrate on voice modulation
and use non-verbal or silent communicators positively: smile, be alert, hold
positive attitudes, show empathy, etc.

13. Dialogue:
Any discussion, interview, conference, conversation or talk
between two people is called a dialogue. The most common
purpose of a dialogue is to reach an agreement about an issue.
Expert communicators always stay in control of the dialogue and
motivate all those involved in the dialogue to move towards an
agreement
Debate:
o A Debateis adiscussion wherethecommunicatorshold oppositepointsofview aboutasubject
ortopic
o The communicatorsmaynotreach anagreement and,moreoftenthannot,the communicator
withstrongerpointswill winthe debate
o A debatealwayshelps communicatorstounderstandandappreciatedifferentpointsofview and
therebyexpandtheir knowledge

14. Group Discussions:
o GDareregularlyconductedduring recruitmentofstaff,corporatemeetings andtoreachconsensus aboutcritical
issues relatedto managementatBoardMeetings
o Carefullyselected membersarecollectedtoforma groupandgiven atopictodiscusswithina specifiedtime.
Interviewersor seniormanagerscontrolthe groupwithoutparticipatingin thediscussions. Theyobserveeach
member,note theirapproachandcommunicationtoreachdecisions.
o Whenever youareaskedtoparticipatein a GD,followtheseguidelines:
 MaintaineyecontactwiththeGroup
 Thinkcarefullybeforeyouspeak
 Becreative,learnto lookat theun-obviousandenlivenyourdiscussion
 Giveopportunityto otherpeopleto speak
 Learnto co-relatecurrentissuesandthenewswithgiventopic
 Do not be rigidinopinions
 Do not argue
 Do not lettheGD to be splitintodialogues/ sub-groups
 Speakloudlyandclearly
 If askedto conclude,sumupeveryone’sopinionandthengiveyourownideasclearly

15. Argument:
 Anargument isa verbal communicationwhere thecommunicatorsdisagree
aboutanissue or several issues andverbally attacheachother
 Positive communicators,even inthemostheated argumentswill plead, reason
or prove their pointsofview with assertiveness andconviction
 Goodcommunicatorsavoidarguments as muchas theycanand,whenforced
into anargument, do allthey cantoreach anagreement
 Remember: Agreement eliminates Arguments

16. Conversations:
o Conversationsarethemost popularformofverbalcommunicationspeciallybecausetheseareinformal,
friendly,participativeandconsiderateaboutthefeelings ofthe communicators
o Successfulconversationsarefilled with empathyandfulfillthe humanneed tobeasocial being
o A conversationmayalso beformalin nature:betweenparentsandchildrenor between teachersand
students
Interviews:
o An interview is themostcritical typeofverbal communicationforprofessionalsuccess
o Communicatingataninterviewis bothanartandscience andincludespowerfulnon-verbalcommunicators
while communicating withimpactverbally
o Interviews areusedto screen,grade,qualifyandselect aspirantsforspecifiedcareers andpromotions

17. Patterns of Communication
Theartandscienceof successfulcommunicationstudiescarefullythevariouspatternsof communicationandcombinations
thereof,justlikeanartistusesbasiscolorsto producethousandsof differentcolorsandshades.
The Basic Patterns of Communication are:
Written& Verbal:
 The power of written word far exceeds that of the spoken word because of the perception of greater commitments tothat
which is in writing
 Successful personalities, therefore, bring commitment into ALL their communications and honor both what they sayand
what they write
 Let all your communications be like a promise
Internal & External:
 Internal communication is that which takes place within an individual (self talk and thought), within a family and within
an organization
 External communication is about communicating with others like guests, friends, business associates, customers and
total strangers

18. Formal & Informal:
o Carefulthought and a degreeof pre-planning is of extreme significance in formal communication whereas, informal
communication is more spontaneous and requireslittle or no pre-planning
o When we communicatewith ourseniors and guests, wetend to be formal and while speaking with friends, we tend to beinformal
Upward, Downward & Horizontal
o Communication with senior is called upward communication, while communicatingwith juniors is called downward
communication
o When people at the same level are communicating, theyarecommunicatingin a horizontal pattern
Grapevine:
o Grapevine communication is a popular form of communication although the results it produces are often lackluster and non-
productive
o Gossip is a common form of grapevine communication
o Positive and successful communicators use the grapevine to spread positive images throughstrong, positive and successful “gossip”
messages
o Thewords “market grapevine” areoften used to checkthe reputation and goodwill of the company

19. BARRIERS TO SUCCESSFUL COMMUNICATION
Barriers or “blocks” to successful communication arelike icebergs inthe path of a ship sailing inan ocean. Barriers can destroy,
deflect, corrode and stop successful communicators from producing results.
The three major blocksto communicationsare:
 Personal:
• Include moods, prejudices, communicating with non-decision makers, etc.
• Important: remove personal barriers and then communicate
 Physical:
• Include faulty equipment, doors, partitions, distance and all physical blocks to communication
• Important: remove the physical barriers as much as possible and also use several types of communication to
ensure delivery and feedback
 Semantic:
• Language barriers
• Even when communicators use the same basic language, they must carefully consider the IQ levels of all involved
in the communication process to ensure successful communication
• Important: simplify your language and make your communication as friendly as possible

20. WORDS & SUGGESTIONS FOR SUCCESSFUL COMMUNICATION
Words: havethepower to build or destroy communication
Words whichmust beavoided intheservice industry are:
o BUT: whenusedwithcustomersshowaggressionanddisagreement….. usetheword“however”instead
o BUSY: thisworddemonstratesdisinterest…… say“I’llbe withyouina minute…..”
o TRY: thewordsuggestsoneis unsureandinsincere….Use “ensure”instead
o PROBLEM: suggestsnegativityandone mustrememberthateveryonehasproblem…. Usingtheword“situation”
suggeststhatyou arewillingto finda solution
o PLEASE: whenusedat theendof thesentence,the word“please”oftensoundslikeanorder…..to makeit soundlike
a genuinerequestpleaseuseit at thebeginningof a sentence

21. Use of some of POWER words to enhance your
communication
 YES
 THANKYOU
 CERTAINLY
 DELIGHTED
 CHARMING
 WONDERFUL
 GRATEFUL
 PLEASED
 KIND
 CHEERFUL, etc.

22. SUGGESTIONS FOR SUCCESSFUL
COMMUNICATION
 EMPATHISE
 USEPOSITIVENON-VERBALCOMMUNICATION
 USEPOWERFUL, SIMPLE ANDPROGRESS RELATEDWORDS
 ALWAYSHAVE AGOAL FOR YOURCOMMUNICATION
 PLANNINGALWAYSHELPS
 NEVERARGUE.MOTIVATE
 KEEP CONTROLOVERTHECOMMUNICATION
 KEEP IT SHORT ANDSIMPLE (SWEET)
 REMEMBER SILENCEISGOLDEN

23. QUESTIONS:
1:Define communication.What is thescope of effective communication?
2:What are the basics for: (a) Written Communication; (b): Verbal communication; (c): Body language
3:What are the major types of communication?Giveexamples.
4:What are the patterns of communication?Giveexamples for each.
5:What are the barriers to successful communication? What will you do to overcome them?
6:Which words must youavoid in theservice industry?Which “correct” word youcan useinstead?
7:Write 25Power words
8:List five things to do to energizecommunication.