Communication Skill

Batch-2, Group-6
This is the project paper on Understanding Communication skills. The project paper submit by The Members of Group 6 of 2nd Batch of Information Technology Governance Training Program (for Treasury Person) Conducted by Yashwantrao Chavan Academy for Development Administration, Pune in the Co-ordination with Computer Society of India, Pune Chapter & Directorate of Accounts and Treasuries, Maharashtra State, Mumbai.

Project Report

A man is seldom better than his conversation. - German Proverb

Project Name: Communication

Skill

Project Present by:

Batch-2, Group 6
Mr. Chandrashekhar V. Raut, Yavatmal Treasury. Mr. Mangesh Charde, Wardha Treasury. Mr. Sandip S. Shende, Amravati Treasury

I.T. Governance Training Program for Treasury Person 2012-13.

Page | 2

Contents At a Glance
1. Introduction .... 2. Abstract... 3. Project Objectives........... 4. Project 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 Subject Introduction What is the Communication.... The Importance of Communication.... Defining Communication & Skills......... Communication Skill for. The Communication Process... Key Element in the Communication... Communication Tools..... Classification of Communication.... Flowchart of Communication.. Perspectives in Communication.. 4.11.1 Visual Perception .... 4.11.2 Language...... 4.12 4.13 4.14 Essentials of Good Communication.... Barriers in the Communication...... Improving Communication Skills... 4.14.1 Basic Listening Skills .. 4.14.2 Speaking Skills .... 4.14.3 Writing Skills .. 4.14.4 Feedback Skills ... 4.14.5 Presentation Skills ... 5. Presenter Comments... 6. Reference.... 5 5 5 6 6 6 7 7 8 9 10 10 11 11 11 12 12 13 15 15 16 16 17 4 4 4

Page | 3

Introduction
This is the project paper on Understanding Communication skills. The project paper submit by The Members of Group 6 of 2nd Batch of Information Technology Governance Training Program (for Treasury Person) Conducted by Yashwantrao Chavan Academy for Development Administration, Pune in the Co-ordination with Computer Society of India, Pune Chapter & Directorate of Accounts and Treasuries, Maharashtra State, Mumbai.

Abstract
Communication is the basic need for everyone to express their Ideas, and views. It is one of the basic skill of living body. It will help to improve Governance in the Public Administration. Communication is a vital part of an individuals life. In fact, communication is one of the distinctive attributes of human kinds. If there is one factor that separates us from animals then it must be our ability to communicate. The story of human evolution is all about developing skills of language and communication. Communication techniques have kept assuming new forms during the course of our journey from ancient ages to 21st century. Life just cannot function without element of communication. Effective communication skills help us in living a better and richer life.

Project Objectives
This Project have the following main objective; To know What is the Communication and Skill also with What is the Communication Skills How Communication skills relate with the Interpersonal relations. How communication starts Today type of communication Way of Communication

Page | 4

Subject Introduction
Communication if a complex two way process, involving the encoding, translation and decoding of massage. Effective communication requires the communicator to translate their massage in a way that is specifically designed for their intended audience

What is Communication.
Communication is a process of Sending, Receiving and Understanding Massages. It involve exchange of ideas, interests, understanding, and ability to speak fluently and clearly. Personal Process. Occurs between two people. Involves change in behavior. Means to influence others. Expression of thoughts and emotions through words & actions. Tools for controlling and motivating people. It is a social and emotional process.

The Importance of Communication

Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others

Communication is the art and process of creating and shearing ideas. Effective communication depends on the richness of those ideas.

Page | 5

Defining Communication & Skill

The term communication, derived from a Latin term communicare Communication : We can define Communication in many ways, but According the Oxford Dictionary Communication means: the imparting or exchanging of information by speaking, writing, or using some other medium But it simple as; Information Transmitted A verbal or Non-Verbal massage or or

A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior.

Skill : the ability to do something well; expertise

Communication Skills For. . .

Recognizing barrier in the communication process Finding the ways to Overcome Communication Barriers. Adding the new flavor in the communication Using simple ways/Networks to speared your massages

The communication process

Communication process involves following stages: Source Massage Encoding Channel Decoding Receiver Feedback
Page | 6

Key Element in Communication:

Speaker, Audience, Speaker Massage

Communication Tools :

Speaking

Listening

Reading

Writing

Page | 7

Body Language

Visual Images

Classification of Communication
General classifications
Verbal and non-verbal Verbal Comm. : The information is sent to the receiver from sender through a talk Non-Verbal Comm. : The information sent through picture, facial expression, & actions.

Common Classification
(Type of Verbal Communication)

Intra-personal communication skills : This implies individual reflection, contemplation and meditation. Example : prayers

Interpersonal communication skills : This is direct, face-to-face communication between two persons. It is essentially a dialogue or a conversation between two or more people.

It is personal, direct, as well as intimate and permits maximum interaction through words and gestures. Interpersonal communications maybe: Focused Interactions : Actual encounter between two persons. T

Completely aware of the

Unfocused interactions : Occurs while observes or listens

Page | 8

Announcements, Speech, etc.

Non verbal communication skills : Includes aspects such as body language, gestures, facial expressions, eye contact, etc. as well as the written and typed modes of communications. Mass communication : Tools of modern mass media including social media marketing books, the press, cinema, television, radio, etc

Flowchart of Communication
Upward Or Downward
Secretary

D O W N W A R D

Director U P W A R D

Joint Director

Treasury Officer

Sub Treasury Officer

Dy. Accountant

Jr. Account/Accts Clerk

Page | 9

Horizontal Or Lateral
Joint Director

TO, Amravati

TO, Yavatmal

TO, Akola

TO,Washim

STO,Arni

STO,Darwha

STO,Pusad

STO,Wani

STO,Ner

Perspective of Communication
We have our own filter for the communication exchange that are follows:

Visual Perception
See the picture of an old man, this gives information, An old man seated,

but if we carefully watch him then, An old man setting at a corner. He is waiting for someone. He is sad.

Page | 10

He have a stick.

Both visuals are possible. And both are valid. We have to recognize that there is more than one way to perceive a visuals.

Language
Every massage have certain tone to it The perception of tone colored the way that you might have responded. The same words can have very different meaning depending on how we are interpreting them. So while communicating use specific word in a certain order. Example : A women without her man is nothing And A women, without her, man is nothing

Essentials of Good Communication

Knowledge Organizing your thought Participating in the discussion Tone of Voice Body Language : Show Vs Tell Being a Good Listeners : Listening Vs Hearing Always think ahead about what you are going to say. Use simple words and phrases that are understood by everybody. Increase your knowledge on all subjects you are required to speak. Speak clearly and audibly. In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. Always ask for clarification if you have failed to grasp others point of view. Repeat what the speaker has said to check whether you have understood accurately .

Page | 11

Barriers in Communication
Environmental Noise Difference in Language & cultural Background Physical Disability Finishing other sentence Preparing your response before the appointment finish speaking Use of technical terms Poor Listening skills Poor Personal Hygiene

Improving Communication Skills

Basic Listening Skills
Most Listeners retain less than 50% of what they hear. If you talk 1 Hour, half amount listeners heard Which results miscommunication Vital skill to communicate effectively. We listen for To build relationships To Understand others To be entertained To learn To gather Information

Good listening Gives More productive at work More Connected in relationships More efficient in the task. Helps to persuade and negotiate with other To avoid misunderstanding

Page | 12

Self Awareness Good Listener become aware of his own behavior, feeling and habits while listening To become a good listener, test our self at different scenarios and change accordingly.

Active Listening Means Attentive in communication. Need to relay whole massage This required concentration and practice.

Become a Good Listener Pay Close Attention Demonstrate physically that you are listening Check for understanding Dont Interrupt! Respond Appropriately

Speaking Skills
What to say & How to say

Asking Question
1. Close-ended Question 2. Open-ended Question 3. One Point Solution for clarify for getting information for indentify urgent concern Focus on one issue Force a Choice Leads to specific solution

Gender-neutral Language
Page | 13

Use gender neutral language to avoid impact of one gender. We can change it by practice.

Example:

You should slow your car when approaching a work zone. Instead off

A driver should slow his/her car when approaching a work zone. Conflict, Criticism, And Anger Management

Dealing with conflict Listen carefully to determine the nature of the conflict Identify areas of agreement. Allow the other person a way out.

Dealing with Criticism Direct your criticism at behavior, not the person. Say something Positive. Indentify behavior that can be fixed or changed. Avoid use of the word YOU Offer specific ways to make changes in the behavior.

Controlling Anger We are not born angry. We learn Anger. So we have to overcome it. Anger can be healthy if we use it to Help us understand our reactions to situation.
If you are right, Then there is no need to get angry And if you are wrong, Then you dont have any right to get angry.

Negotiation : An Arrangement or managing through discussion or compromise

Page | 14

Persuasion : To Move by argument to a new position or belief.

Mediation : Intervening in conflict with intent to resolve through discussion.

Page | 15

Writing Skills
Written ways of communication we use For Sharing information To get massage clearly Meeting Notices Quick Questions, Clarification If amount of Discussion is more, complex then avoid written communication, use discussion. Lengthy discussion by written communication are not efficient. For effective Writing use following tips. Subject lines Put main point first Know you Audience Organization of Massage.

Feedback Skill
Positive feedback is more readily and accurately perceived than negative feedback Positive feedback fits what most people wish to hear and already believe about themselves Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form Rewards other for their better ideas, views and work. Developing Effective Feedback Skills Focus on specific behaviors Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behavior that is controllable by the recipient

Page | 16

Presentation Skill
This is skill for Public Speaking for convey our Ideas, concepts and Issues to audience. It required fearless behavior of presenter. Structure the content in line with the audiences needs. What do you want to tell audience? What are your objectives? Prepare keeping in mind the time allotted. Collect material from a verity of source Arrange point logically and sequentially.

Presenter Comments
No matter what the different types of communication skills are, communicating is an ever-continuing process that is going on all the time. It is as important to human life as is day-to-day existence. To be a good person, you should have to good listener, Speaker, Writer that means you should have the good communication skill. Communication process like a river water through which number of idea expressed and gather result an Ocean of knowledge. Improvement in Communication Skills = Improvement in personality.

Page | 17

References
1. Toni Rosenbaum ; Effective Communication Skill,( http://www.clrp.cornell.edu/workshops/) 2. MTD Training: Effective Communication Skills: www.bookboon.com
3. Google image search.

4. http://www.communicationskills.co.in/ 5. http://www.slideshare.com/communicationskills/ 6. http://oxforddictionaries.com/definition/english/communication 7. http://www.livestrong.com/article/150573-what-is-verbal-communication/ 8. http://studyrays.com/info/career/comskills/types-of-communication-skills.php

Page | 18