Communication Skills - I

BC109
Definition of Communication

Communication is both dynamic and interactive process of sharing

information, feelings and emotions with a common set of symbols
which result in common meaning and understanding.

2
 • Contextual
• Systematic
• Dynamic process
• Continuous process
• Inevitable
Characteristics • Relational
of • Interaction
• Transaction
Communication • Symbolic
• Irreversible

3
Stages of Communication
Five stages of communication:
• Ideation: Forming ideas
• Encoding: Encoding means to convert information into codes.
• Transmission: Use of appropriate channel for message transmission ensures
information flows quickly and correctly.
• Decoding: The opposite of encoding, decoding is reconverting the message into a
readable form.
Communication is more effective if decoding matches with encoding.
• Response: The analysis of the response in terms of the information sought by the
sender is called feedback. Feedback can also be in both directions.
Types of Communication

5
 A communication barrier is any factor that
interferes with the success of the
communication process.

Barriers to • Types of barriers:

Communication • Physical barriers
• Language and Semantic barriers
• Socio-Psychological barriers
• Organizational barriers
• Cultural barriers
 • Climate
• Time and duration
• Distance
• Fatigue
• Environment
Physical Barriers • Disturbance in channel
• Physical distractions
• Physical disability

7
 • Inappropriate selection of words
• Pronunciation and accent
Linguistic Barriers • Connotation and denotation
• Faulty organization of ideas
• Poor usage of grammar
• Roundabout verbiage

8
 • Frame of reference

Semantic • Use of slangs and jargon

• Idioms and phrases
Barriers • Misleading interpretation

9
 • Personality
• Confidence
• Self-worth
• Emotions
• Status

Socio- • Stress
• Distrust
Psychological • Mind set
Barriers • Difference in
perception
• Difference in attitude
• Difference in opinion
• Goals and values
• Cultural difference
• World view

10
 Turf wars Long lines of communication

Ego involvement
Lack of trust

Lack of communication
skills Organizationa Competition for power,
l Barriers status and rewards

Closed communication Fear of reprisal for honest

climate communication

Top-heavy organizational Differing frames of reference

structure among communicators
Gateway to Effective Communication
• Learn
• Suspend Judgment
• Develop empathy
• Prioritise listening over speaking
• Ask questions
• Share feedback
• Pay attention to non-verbal cues
• Minimise distractions
7 Cs of Communication

Completeness Clarity Conciseness Correctness

Concreteness Courtesy Consideration

13
 Completeness
Provide all necessary information
Answer all questions
Give something extra when desirable
Necessary information revolves around the 5Ws
WHO
WHAT
WHERE
WHEN
WHY
Clarity
• Getting the message across clearly
• Possibility of misunderstanding should
be eliminated
• Choose short, crisp, familiar words or
terms
• Make it easy to read and listen
• Use examples and illustrations
whenever possible
• Avoid technical and business jargons
Conciseness
• Avoid verbosity
• Be specific/ relevant
• Eliminate repetition
• Avoid wordy expressions
• Avoid outdated expressions
• Focus on the purpose of the
message
• Cut short long winding
sentences
 Correctness
• Ensuring accuracy and authenticity of
messages (in both content and style)
• Using right level of the language:
formal/informal
• Checking accuracy of facts/figures
• Maintaining standard and acceptable
working mechanics (format, style etc.)
• Eliminating errors in typing, grammar
• Being watchful of punctuations, spellings,
capitals
• Avoiding biased language
Concreteness
• Creates clear images
• Use facts/figures/data
• Put action into your verbs. Action
verbs are lively and appealing
• Use specific, vivid, definite words
• Meaning should be direct and
explicit
Courtesy

• Messages should be friendly, sincere,

and pleasant
• Messages should build goodwill,
strengthen relationships
• Be thoughtful, respectful, and
appreciative
• Omit expressions that belittle, hurt or
irritate
• Grant mistakes and apologies in a nice
natural way
• Use tact instead of bluntness
Consideration

• Refers to the ‘YOU’ attitude, sympathy, the human touch, and

understanding of human nature.
Social Communication: Small Talk and
Building Rapport
What is small talk?

Small talk is pleasant conversation about common interests.

In the organizational context:

Small talk is a prelude to a business conversation. It helps break the ice
before important business meetings and events.
It is meant to put people at ease before they get down to business.
It helps to create a favourable environment for talking business.
It may also help you to develop a better understanding of the person that you
are doing business with.
Small Talk
Safe Topics Unsafe Topics
• Weather • Salary - how much do you make?
• Sports • Politics - including political ideologies /
philosophies.
• Entertainment
• Travel (Going to places) • Marital status.

• Current affairs – recent incidents • Age.

• Hobbies • Intimate relationships.

• Holidays. • Religion.
• Death.

In India, common topics for small talk • Financial - related to salary or the cost of
include ‘family’ and ‘festivals’. anything you possess including your house.
• Sales - Don't try to sell something to someone
you have just met.
During conversation, it is advisable to stay away from personal
beliefs and controversial topics such as one’s religious beliefs,
value system, political convictions, affiliations and connections.

Do not invade the personal space of the other person by asking

personal questions.

Be mindful, try to identify areas of common interest.

Be a good listener.