What is communication skills?

The ability to convey information to another effectively and efficiently. Business managers with
good verbal, nonverbal and written communication skills help facilitate the sharing of
information between people within a company for its commercial benefit

Importance of communication skills

Good communication skills are key to success in life, work and relationships. Without effective
communication, a message can turn into error, misunderstanding, frustration, or even disaster by
being misinterpreted or poorly delivered.
Communication is the heart of every organisation. Everything you do in the workplace results
from communication. Therefore good reading, writing, speaking and listening skills are essential
if tasks are going to be completed and goals achieved. As you develop your career you will find
various reasons why successful communication skills are important to you,
for example:

To secure an interview.

You will need good communication skills to make sure your application letter is read and acted
upon.

To get the job.

You will need to communicate well during your interview if you are to sell yourself and get the
job you want.

To do your job well.

You will need to request information, discuss problems, give instructions, work in teams, interact
with colleagues and clients. If you are to achieve co-operation and effective teamwork, good
human relations skills are essential. Also, as the workplace is also becoming more global, there
are many factors to consider if you are to communicate well in such a diverse environment.

To advance in your career.

Employers want staff who can think for themselves, use initiative and solve problems, staff who
are interested in the long-term success of the company. If you are to be seen as a valued member
of the organisation, it is important not just to be able to do your job well, but also to
communicate your thoughts on how the processes and products or services can be improved.

Benefits of effective communication

The most successful organisations understand that if they are to be successful in today's business
world, good communication at all levels is essential. Here is a useful mnemonic to remember the
benefits you and your organisation can achieve from effective communication:
Stronger decision-making and problem-solving
Upturn in productivity
Convincing and compelling corporate materials
Clearer, more streamlined workflow
Enhanced professional image
The steps for acquiring good communication skills:
1.

Know what you want to say and why.

Understand clearly the purpose and intent of your message. Know to whom you are
communicating and why. Consider any barriers you may encounter such as cultural differences
or situational circumstances (gender, age, or economic biases). Ask yourself what outcome you
want to achieve and the impression you want to leave.

2.

How will you say it?

We're all aware by now, that it's not always what you say, but how you say it that counts. Begin
by making eye contact. You inspire trust and confidence when you look a person in the eyes
when you speak. Second, be aware of your body language since it can say as much, or more, than
your words. By standing with arms easily at your side you tell others that you are approachable
and open to hearing what they have to say. If instead, your arms are crossed and shoulders
hunched, it suggests disinterest or unwillingness to communicate. Good posture and an
approachable stance help make even difficult communication flow more smoothly. Make sure
you speak in a cooperative, non-adversarial tone. Be nonjudgmental.

3.

Listen.

Communication is a two way street. After you've said what you have to say, stop, listen, and look
for feedback and clues of comprehension. While the person is responding avoid any impulses to
cut them off or listen only for the end of the sentence so that you can blurt out more ideas or
thoughts that come to your mind. Respectfully give them your full attention. When they are
finished, to ensure that your message has been clearly and correctly understood, ask open
questions and encourage discussion. Fine-tune your message if necessary.

4.

Reach understanding, agreement or consensus.

Once you have had to opportunity to discuss your message and the feedback to it, re-visit the
purpose of the interchange. Have you reached common ground, solved a problem, or clarified
your position? If the purpose was to teach or instruct, have you accomplished your goal? To
communicate well is to understand and be understood. Make sure that your message has been
received as intended and that any questions or concerns have been alleviated. You can even agree
to disagree. There are no guarantees that your communication efforts will be meet with total
compliance and agreement. As long as you understand each other, are cordial and respectful, you
can still have a successful exchange.

More Tips for Developing Good Communication Skills

To obtain a better command of the English language (or any other language), expand your
vocabulary by reading and writing more. Look up words you're not familiar with. The better you
are able to express yourself, the better your ability to communicate.

Practice your listening skills. Be considerate of other speakers by waiting until they are
done before stating your views. Process what has being said before responding.

Learn to understand and appreciate opposing points of view by beingopen-minded and

making an effort to see things from another'sperspective. It will in turn, gain you more
cooperation and understanding.

Avoid trying to communicate when in an emotional state. You lose objectivity and may
say something inappropriate or regrettable. Take time to think your position through before
speaking.

Join an organization such as Toastmasters that encourages you to develop a variety of

communication skills as well as allowing you the opportunity to meet new and interesting
people.

When you take the time to acquire and hone good communication skills you open yourself up to
better relationships, more career opportunities, and increased self-confidence. Moreover, you
reach higher levels of mutual understanding and cooperation while successfully attaining your
goals.
All new skills take time to refine, however, with effort and practice you can develop good, even
exceptional, communication skills.

The process of communication:

The communication process involves the sender, the transmission of a message through a
selected channel and the receiver. Although the process of communication is more than the sum
total of these elements, understanding them can help to explain what happens when one person
tries to express an idea to others.

According to R.C.Bhatia the elements are in 7 basis they are;

(a) SENDER :

The process of communication begins with a sender , the person who transmits a message.
The sender is also called the encoder because to encode is to put a message into words or
images.The branch manager explaining new product lines to the sales force , a computer
programmer explaining a new program to a co-worker, an accounting giving financial report
to its superior are all sender of communicationn.

(b) Message
The message is what the sender wants to convey to the receiver. A message is any signal
that triggers the response of a receiver . Messages could be verbal( written or spoken ) or
non-verbal (such as appearance, body language , silence, sounds yawns, sighs etc.).

(c) ENCODING:

The sender must choose certain words or nonverbal methods to send an international
message. This activity called encoding. While encoding a message , one needs to consider
what contents to include , how the receiver will interpret it and how it may affects ones
relationship. A simple thankful message will be relatively easy. In construct to inform 200
employees of a bad news about salary cut or bid on engineering plans to construct a 50 crore
industrial building will require much more complicated , carefully planned message.

(d) CHANNEL:
How will you send your message???? Should it be sent via an electronic word processing
system to be read on the, receivers screen or through the printed word or through graphic
symbol on paper , or via the medium of sound ?

The choice of channel or medium is influenced by the inter-relationships between the sender
and the receiver. It also depends upon the urgency of the message being sent. Besides, one may
consider factors such as importance, number of receivers, costs and amount of information.
Generally , it has been observed that if message requires an immediate answer, an oral channel
may be the better choice. For communication to be efficient and effective, the channel must be
appropriate for the message.

Oral communication may be staff meeting reports , face to face discussions, speeches, audio
tapes, telephone chats, teleconferences.

External written communication media may be letters, reports, proposals, telegrams, faxes,
electronic mails, telexes, postcards, contracts, ads, brouchers, catalogues, news release etc. You
may communicate orally face to face , by telephone, or by speeches in solo or in panel situations
personally before groups or via teleconferences or television.

(e)RECEIVER;

Receiver is the person or group for whom the communication is intended. A receiver is any
person who notices and attaches some meaning to a message . In the best circumstances, a
message reaches its intended receiver with no problems. In the confusing and imperfect world of
business, however, several problems can occur.

(f)DECODING;
There is no guarantee that it will be understood as the sender intended it to be. The receiver must
still decode it. Attaching meaning to the words or symbols. It may be noted that decoding is not
always accurate. It depends upon individual experiences. The problem is that all of us do not
have identical experiences with the subject or symbols chosen by the sender. Even attitudes ,
abilities , opinions , communication skills and cultural customs vary. There are greater chance of
misinterpretation ; personal biases may intervene, as each receiver tries to perceive the intended
meaning of the senders idea in his or her own receptor mechanism.

(g)FEEDBACK;

Ultimately the receiver reacts or responds to the communication sent by the sender . It is the
reaction to receiving the message. The response could be based on clear interpretation of the
symbols sent or it could b based on misunderstanding or misinterpretation of the symbols sent.
Whatever the response of a receiver to a sender is , it is called feedback. Some feedback is
nonverbal- smiles, sighs, nods and so on. Sometimes it is oral as when you react to a colleagues
ideas with questions or comments.

The whole process is straightforward the sender encodes the message and transmits it through the
most appropriate channel to the receiver who decodes it and sends the corresponding feedback.

Cultral Effect of Communication:Culture is, basically, a set of shared values that a group of people holds. Such values affect how
you think and act and, more importantly, the kind of criteria by which you judge others. Cultural
meanings render some behaviors as normal and right and others strange or wrong. (The Silent
Language of Leaders: How Body Language Can Help or Hurt How You Lead devotes two
chapters to the nonverbal aspects of cross-cultural communication, and in my next blog Ill cover
some of the body language nuances of global business meetings.)

Every culture has rules that its members take for granted. Few of us are aware of our own biases
because cultural imprinting is begun at a very early age. And while some of cultures knowledge,
rules, beliefs, values, phobias and anxieties are taught explicitly, most is absorbed
subconsciously.

Of course, we are all individuals, and no two people belonging to the same culture are
guaranteed to respond in exactly the same way. However, generalizations are valid to the extent
that they provide clues on what you will most likely encounter and how those differences
impact communication. Here are three such generalizations.

Cultures are either high-context or low-context

Every aspect of global communication is influenced by cultural differences. Even the choice of
medium used to communicate may have cultural overtones. For example, it has been noted that
industrialized nations rely heavily on electronic technology and emphasize written messages
over oral or face-to-face communication. Certainly the United States, Canada, the UK and
Germany exemplify this trend. But Japan, which has access to the latest technologies, still relies
more on face-to-face communications than on the written mode. The determining factor in
medium preference may not be the degree of industrialization, but rather whether the country
falls into a high-context or low-context culture.

In some cultures, personal bonds and informal agreements are far more binding than any formal
contract. In others, the meticulous wording of legal documents is viewed as paramount. Highcontext cultures (Mediterranean, Slav, Central European, Latin American, African, Arab, Asian,
American-Indian) leave much of the message unspecified to be understood through context,
nonverbal cues, and between-the-lines interpretation of what is actually said. By contrast, lowcontext cultures (most of the Germanic and English-speaking countries) expect messages to be
explicit and specific. The former are looking for meaning and understanding in what is not said
in body language, in silences and pauses, and in relationships and empathy. The latter place
emphasis on sending and receiving accurate messages directly, and by being precise with spoken
or written words.

One communication trap that U.S. business leaders may fall into is a (costly) disregard for the
importance of building and maintaining personal relationships when dealing with individuals
from high-context cultures

How Culture Affects Communication

When we visit another country where a different language is spoken, it is obvious that it is
necessary for someone to speak the others language in order to surmount this barrier and
verbally communicate. What is not so obvious, however, is that cultural barriers are greater than
language barriers and they frequently provoke reactions that are both negative and emotional.
What is considerate behavior in one country may be rude in another. What is a sensitive issue to
one culture, to another may not be a point of any consequence. Therefore, we really need to learn
to speak the culture.

Communication specialists estimate that some two-thirds to three-fourths of our communication

takes place nonverbally through behavior. Behavior itself is learned from our culture and all
behavior communicates. Since we cannot stop behaving in one way or another, we cannot stop
communicating. Therefore, during all of the waking hours that we spend with other human
beings we "speak" volumes through the behavior our culture drilled into us.

Most of us assume that our own cultures ways are the natural order of things and we tend to see
cultures that are different as less evolved. We think that people would all act the same way if
they were behaving properly. When we come in contact with people from other cultures, we may
experience indignation or irritation when a person appears to be uncooperative or rude. We are
frustrated when a person with whom we are having a conversation just doesnt get something
that seems simple, and we feel that foggy sense of disconnection when we do not have a clue as
to what was just said or why, even though we thought we understood the words.

Although we think that free will governs our actions, most of the time it does not. Our culture is
a stern taskmaster. It imposes its rules of behavior on us from the moment we are born. We learn
when to speak up and when to keep quiet. We learn that some facial expressions meet with
approval and others provoke a reprimand. We are taught which gestures are acceptable and
which are not, and whether we can publicly unwrap a gift; we learn where to put our hands
during a meal, whether or not we can make noise with our mouths when we eat, which table
utensils to use or not use, and in what fashion we may use them. We learn how to address people
in a manner approved by our culture, what tone of voice to employ, what posture is censored and
what is praised, when and how to make eye contact and for how long, and countless other things
that would be impossible to remember consciously and use all at the same time when interacting
socially. As a consequence, this communicative behavior is learned so well that it sinks to a
subconscious level, so that when we interact with others we operate on a sort of automatic pilot.

We rarely take note of what we consider normal behavior. It is behavior that deviates from our
own cultural rules that captures our conscious attention. However, what is especially significant
is that, without thinking, we almost always negatively evaluate any behavior that differs from our
own, because we ourselves were trained by negative feedback. To use a common expression, we
take offense. However, we can consciously choose not to take offense. One of the most useful
tools we can use when we engage in cross-cultural communication is to be alert for any negative
reaction to a person or situation that we experience. We can mentally stop, take a breath, and
treat this reaction as a red flag that signals different cultural convention. Suspending reaction
helps us sidestep the instant negative judgment that provokes irritation or anger; it allows us to
consider that the offending behavior may be proper in its own place. In addition, it is certainly
possible to learn the most significant rules for behavior prescribed by a foreign culture so that we
ourselves can communicate more effectively, as well as better interpret what someone is trying to
communicate to us.

How Can Cultural Differences Affect Business Communication?

In the business world, communication is imperative for the successful execution of daily
operations. Understanding cultural differences and overcoming language barriers are some of the
considerations people should have when dealing with business with people of various cultures.
Often business deals are lost because the parties involved did not take the time to learn about
their each others' cultures prior to interacting

Customs
When doing business with an affiliate from another country, consider the cultural differences that
may be presented. This includes basic customs, mannerisms and gestures. For example, If a
salesperson approaches a meeting with knowledge of a customers cultural background, then his
words, body language and actions can all be adapted to better suit those of the customers. This in
turn may lead to being better liked by the customer, ultimately increasing the salesperson's
opportunity to close the deal.

Language Barriers
In some countries, like the United States and Germany, it is common for people to speak loudly
and be more assertive or aggressive when sharing ideas or giving direction. In countries like
Japan, people typically speak softly and are more passive about sharing ideas or making
suggestions. When interacting with people from different cultures, speaking in a neutral tone and
making a conscious effort to be considerate of others' input, even if it is given in a manner to
which you are not accustomed, can help foster effective business communication.

Target Audience
When launching a marketing campaign or advertising to members of a different culture, always
research the target market prior to beginning the campaign. Levels of conservatism, gender views
and ideologies can vary greatly between cultures. Presenting a campaign that is not in line with
specific cultural norms can insult the target audience and greatly hinder the campaign. Being
aware of cultural norms can also help your company narrow down the target audience. For
instance, in Japan and Austria, men usually are in control of decision making, but women make
the majority of purchasing decisions in Sweden.

Technology
Due to globalization, people from various cultures and countries increasing conduct business
with each other. Technology enables people to easily connect with people around the world in a
moment's notice, but there are a few rules to remember before doing so. If making an
international phone or video conferencing call, be conscious of the time zone differences and
make sure to set a reasonable time for all involved parties to interact. It is important to remember

that cultural differences can also affect availability. For instance, just because you schedule a
conference call for the middle of the business day does not mean that the time will be favorable
for the people you are conducting business with. Many Spanish cultures have longer lunch
breaks than Americans are accustomed to, which means there may be a two- to three-hour time
period during the day in which the person you would like to meet with is unavailable. Asking for
availability prior to making the call is the best way to avoid any confusion. Once you are able to
connect, speak clearly and slowly.

Politics
Political influences, both past and present, can potentially affect the way a person or company
does business. Some cultures have a very strong sense of nationalism and government pride, and
therefore, are more comfortable and willing to purchase from companies with some sort of
government backing. Conducting business with those of differing cultures can also impact
negotiations if there are on-going political disputes between the involved parties' countries of
origin. To avoid conflict, it is best to avoid discussing any political matter that does not directly
pertain to the business at hand. This is also true for inter-office interactions.