Significance & Role of

Communication Skills
 Definition
• Communication
–The process of transmitting
information from one person
to another by speaking,
writing, signals or behavior.
 What is
Communication?

Communication is not one way

This means that for real

communication to take place,
there must be interaction,
with each player
participating.

Boss Employee
 What is
Communication?

Is it possible to NOT
communicate???

NO
That's because communication
does not involve just words, but
our bodies communicate non-
verbally as well.

“No Communication” is
 Communication
Misconceptions

• Communication will solve all

problems
• Communication is always
positive
• More communication is better
• Words carry meanings
• Communication is natural ability
•
Communication Goals
 Effective Communication


 The process of sending a

message in such a way
that the message received
is as closed in meaning as
possible to the message
intended.

 Positive
Feedback

und; he never used to have these attendance problems and his work used to

This supervisor is struggling

with one of the most important
yet trickiest and most difficult
management tasks: providing
constructive and useful
feedback to others.

Effective feedback is absolutely essential to organizational

effectiveness; people must know where they are and where
to go next in terms of expectations and goals-yours, their
own, and the organization.
 Positive
Feedback
Lack of constructive


feedback is like sending

people out on a dangerous
hike without a compass.
This is especially true in

today's fast changing and

demanding workplace
•
 Components of
Communication
•
• Sender/Encoder/Speaker
• Receiver/Decoder/Listener
• Context
• Message
• Channel & Medium
• Feedback
 CHECKLIST FOR THE
SENDER
• Align verbal and non verbal
signals
• Check assumptions
• Be courteous, precise and clear
• Be aware of receiver’s needs and
background
• Minimize interference
• Ask for feedback
• Appropriate time and environment
• Remember the 6Ws and 1 How

 6 ‘W’s & 1 ‘H’ of
COMMUNICATION
• Who: The Originator
• What: The Message
• Whom: The Receiver
• Why: The Reason
• When: The Timing
• Where: The Place
• How: The Method
•
 CHECKLIST FOR THE RECEIVER
• Listen Actively
• Suspend Judgment - keep an open mind
• Clarify - Check the exact meaning
• Paraphrase - tell them what they told you
• Summarize - reflect on the main points
• Analyze feelings - see what is really meant

 by observing body signs

•
Communication Channels
Communication
Process

(Media)

• Written/paper-based (books, newspapers,

letters….)
• Verbal/spoken (radio, satellite, …)
• Electronic (e-mail,…)
• Image/visual (TV, Cinema,…)
The Communication Process

• Sender has an idea

• Sender encodes the idea
• Sender transmits the message
• Receiver gets the message
• Receiver decodes the message
• Receiver sends feedback

15
 Model of Communication
Sender Receiver

Message
Encoding transmitted Decoding

&Internal Response
Through channel

Perceived meaning
Star Idea
t

Decoding Encoding
Feedback
transmitted
Through channel
 Turn-Taking System
• A turn-taking system allocates turns
to the speakers in the following
manner
– The first speaker selects the one to
talk next (by asking questions/tag
questions, etc)
 OR
– The speaker who self selects
continues speaking for a whole turn
• Identification of the cues and signals
 helps in turning the discussion in
the
 Importance of Effective
Communication
• Saves time
• Can prevent misunderstandings
• Be a more confident person
• Brings improvement in speaking &
listening abilities, interactive
writing and persuading
• Helps in coordinating, collating &
 issuing instructions
•
•
 Benefits of Effective
Communication
• Quicker problem solving
• Stronger decision making
• Increased productivity
• Steadier work flow
• Stronger business relationships
• Clearer promotional materials
• Enhanced professional image
• Improved stakeholder response
• 19
 Critical success factor for life
 The majority of your
perceived ability comes
from how you 30% What you know
communicate

70% How you

communicate it
Source: CGAP Direct
 Characteristics
of Effective Messages
• Practicality - quality of being suitable
• Factual basis- based on or containing facts
• Clarity and conciseness
• Persuasion - particular set of belief
• Recommendations suggestion about best
things

21
 7 C’s of communication
 C’s Relevance


1.Credibility Builds trust

2.Courtesy Improves relationships

Focus on “You” Instead of “I” or
“We”
Using “you” does help project a you-


attitude. But overuse can lead to a

negative reaction.
E x a m p le
W e - A ttitu d e : I A m d e lig h te d to
a n n o u n ce th a t w e w ill b e
e x te n d in g o u r h o u rs to m a k e
sh o p p in g m o re co n v e n ie n t.

Y o u - A ttitu d e : Y o u w ill b e a b le to
sh o p e v e n in g s w ith th e e x te n d e d
 Be Sincerely Tactful, Thoughtful,
and Appreciative

Ta ctle ss , M o re Ta ctfu l
S tuB pluidn tle tte r; I It’ s m y
ca n ’ t u n d e rsta n d u n d e rsta n d in g …
a n y o f it.
S o m e tim e s m y
C le a rly , y o u d id w o rd in g is n o t
n o t re a d m y p re cise ; le t m e try
la te st fa x . a g a in
 7 C’s of communication
 C’s Relevance


1.Credibility Builds trust

2.Courtesy Improves relationships
3.Clarity Makes comprehension
easier
 Avoid unfamiliar
vocabulary
• Two humans ascended a geological
protuberance to collect a hybrid of
oxygen whose quantity isn’t
specified. One member descends
dramatically suffering mechanical
damage to the cranial part of his
anatomical structure. The second
member follows the first in a
similar series of rapid irregular
disturbing movements.
 Use simple words
•
• Jack and Jill went up the hill to fetch a
pill of water.
 Jack fell down and broke his crown
and Jill came tumbling after.
 7 C’s of communication
 C’s Relevance


1.Credibility Builds trust

2.Courtesy Improves relationships
3.Clarity Makes comprehension
easier
4.Correctness Builds confidence
5.Consistency Introduces stability
6.Concreteness Reinforces
confidence
 Use Specific Facts and
Figures

Vague, C o n cre te ,
G e n e ra l, P re cise
In d e fin ite
In 1 9 9 6 , th e
S tu d e n t
G M A T sco re s
G M A T sco re s
a v e ra g e d 6 0 0 ;
a re h ig h e r.
b y 1 9 9 7 th e y
 Choose Vivid, Image-Building
Words
Business writing uses less figurative


language than does the world of

fiction.

B la n d Im a g e M o re V iv id
Im a g e s
T h is is a lo n g
le tte r. T h is le tte r is
th re e tim e s a s
lo n g a s y o u
sa id it w o u ld .
 7 C’s of communication
 C’s Relevance


1.Credibility Builds trust

2.Courtesy Improves relationships
3.Clarity Makes comprehension
easier
4.Correctness Builds confidence
5.Consistency Introduces stability
6.Concreteness Reinforces
confidence
7.Conciseness Saves time
4S’s of communication
 S’s Relevance

 Shortness Economizes
 Simplicity Impresses
 Strength Convinces
 Sincerity Appeals
 Exercise-1

 Write with a ‘you ‘ attitude



•   I want to send my congratulations

for ---


• We will ship soon the goods for your

May 4 order--

 E x e rcise - 2
Write with a ‘you ‘ attitude

• May I take this opportunity to express my

thanks for the account you recently
opened with our store. We are pleased
to furnish a wide variety of products for
the home of the individual customer. We
want you to take full advantage of the
store services, for we have the largest
store in the city. Also we make deliveries
for our customer free of charge with in a
30 miles radius of our store.We welcome
you to Ebony. If we can be of additional
 E x e rcise - 3
Avoid negative – unpleasant words


• It is impossible to open an account for you

today.
•

• We don’t refund if the returned item is

soiled and unusable.
•
 E x e rcise - 4
Show courtesy by avoiding tactless &
blunt language.
• Your letter is not clear at all
•

• Obviously, if you would read your

policy carefully you will be able to
answer these questions yourself.


•
 E x e rcise - 5
Rewrite the following in concrete form
as the sentences are too general and
vague.

• This computer reproduces campaign

letters fast
•
•  Our product has won several prizes.


•  These brakes stop a car within a short

distance.
 E x e rcise - 6
Use vivid image building words –
adjectives and adverts , and use less of
abstract nouns


• The camera has a system that gives

good pictures.
Classification of
Communication
 Classification of
Communication

Types of communication

On the basis of
On the basis of direction On the basis of expression
organization

Downward
Formal
verbal
Upward
Non Informa
Horizonta verbal l
l

Diagonal
 How Meaning is Conveyed?
7%
spoken or written words

AA "majority"
"majority" of of the
the meaning
meaning we we attribute
attribute to to55%
38% words
words comes
comes not from
notFace and the
from the words
body:words
non-verbal communication or face
themselves,
voice dynamics:
themselves, but
but from
from nonverbal
nonverbal factors
ection + volume + accent + non-word sounds; and...
factors suchsuch
as
as gestures,
gestures, facial
facial expressions,
expressions, tone, tone, body
body
language,
language, etc. etc.
Table of Contents
 Non-verbal Communication
–

 Body language, signs &

symbols,

 Territory/zone etc.

 Verbal communication
Verbal communication is divided into


two parts


(1)Oral
(2)
(3)Written
 Types of Communication
• Oral Communication
– (words , articulations) Face-to-face
conversation, group discussions,
telephone calls, and other
circumstances in which the spoken
word is used to transmit meaning.


•

 Types of Communication
• Written Communication
– Memos, letters, reports, notes, and
other circumstances in which the
written word is used to transmit
meaning.

Form Advantages Disadvantages

Oral Promotes feedback and May suffer form

interchange inaccuracies
Is easy to use. Leaves no permanent

Interactive record
Flexible/Non-restrictive Seldom time for thoughtful

response

Tends to be more Inhabits feedback and

Written
accurate interchange
Provides a record of the Is more difficult and time

communication consuming
Non-interactive
COMMUNICATION NETWORK

Two types


1. Internal Communication

Interaction between the members of

the same organization.



•
Internal Communication

Official Structure The Grapevine

Formal Chain Informal

of Command Networking

Up, Down, Across Unofficial Lines

Formal Power Lines of Power
 I Heard It on the
Grapevine
• The grapevine is an
informal
communication
network within an
organization.
•
• Research reflects that
about 75 % of the
communication in the
grapevine is
inaccurate. 49
COMMUNICATION NETWORK

2. External Communication

Interaction between the people within

the organization as well as outside

the organization.
•
 External Communication
• Communication with external
customers
• Very important in maintaining company
image
– Some Form
1.Advertising
2.Media interaction
3.Public Relations
4.Presentations
5.Negotiations
6.Mails
7.Telegrams
External Communication

Formal Contacts Informal Contacts

Marketing Employees

Public Relations Managers

 Internal Communication


Formal Communication


Communication in a structured
manner as staff meetings, union

management meetings,

performance

meetings, etc.

Usually in large organizations.




 Internal Communication
Informal Communication


Communication with an
unstructured manner and

outside the formal channels

in the absence of

hierarchical difference.

Usually in organizations
comprising upto 20 people.

•
 Internal Communication
Channels of communication can be as


follows
• Vertical Communication
 Communication flows up and down.
1.Upward Communication
 It is non directive in nature from down below,
to give feedback, to inform about
progress/problems, seeking approvals.
2.Downward Communication
 Highly Directive, from Senior to subordinates,
to assign
 duties, give instructions, to inform to offer feed
 E x ec utive Direc tor

V ic e P res ident

A .G .M .
Downward Comm.

Upward Comm.
M anager

S upervis or

F orm an
 Internal Communication
• Lateral/Horizontal
Communication
 Communication that flows laterally
within the organization; involving
colleagues and peers at the same level
of organization.
– for information sharing
– for coordination
– to save time.

 Manager

Supervisor 1 Supervisor 2 Supervisor 3

 Internal Communication


• Diagonal communication


– Information can travel in any direction

–
– Usually informal



 Functions 0

Exhibit 20.5

Source: Adapted from Richard L. Daft and Richard M. Steers, Organizations: A Micro/Macro Approach, 538. 60
Copyright © 1986 by Scott, and Company. Used by permission.
 Barriers to Effective
Communication
Miscommunication happens!

In any communication at least



some of the "meaning" lost in

simple transmission of a message
from the sender to the receiver.


In many situations a lot of the true

message is lost and the message that
is heard is often far different than the
one intended.

Table of Contents
 Barriers to Effective
Communication
Miscommunication happens!

The key point is that



everything you do during the

communication process is
sending a message to your
employees.


As a result, there are countless



opportunities for
miscommunication and
confusion, particularly as the
messages go through your Table of Contents
The Communication Process

Medium

Barri
er
SENDER RECEIVER
(encodes) Barri (decodes)
er

Feedback/Response
 Communication Barriers
Perception
Perception Restrictive
Restrictive
and
and Language
Language •• Environments
Environments
•Selective •Information
•Information flow
flow
•Selective
perception •Leadership
•Leadership style
style
perception
••Status
Status
•Shared
•Shared meanings
meanings
differences
differences
••Cross
Cross--Cultural
Cultural
••Channel
Channel Selection
Selection
••
Distractions
Distractions Overload
Overload Deception
Deception
•Business
•Business
•Physical
•Physical discomfort
discomfort •Illegal
•Illegal messages
messages
messages
messages
•Emotional
•Emotional issues
issues •Unethical
•Unethical
•Technology
•Technology issues
issues
••Time
Time Pressure
Pressure messages
messages
••Lack
Lack of
of Feedback
Feedback
13
 Implications of
Communication Barriers
• Loss of Trust
• Financial Impact
• Delay in completion of tasks
• Can lead to unrealistic assumptions
• Discomfort in relationships
• Can damage public image
Overcoming Barriers

Audience-Centered
Audience-Centered Communication
Communication
Approach
Approach Climate
Climate

Ethical
Ethical Efficient
Efficient
Communication
Communication Messages
Messages

67
 Biases Audience-Centered
Approach
Education
Age

Status
Requirement
s
68
Efficient Messages Send Fewer
Messages

Minimize
Distraction
s
Develop
Communication
Concise Business Communication Skills

69
 Ethical Recognize
Recognize
Communication Ethical
Ethical Choices
Choices

Make
Make
Ethical
Ethical Choices
Choices

Motivate
Motivate
Business Principles Ethical
Ethical Choices
Choices
 Overcoming barriers
• Minimize distractions
• Consider the audience
• Improve your skills
• Give and get feedback
• Apply business etiquette

71
 to Improve Existing Level o
MUNICATION?

¬IMPROVE LANGUAGE .
¬IMPROVE PRONUNCIATIOON .
¬WORK ON VOICE MODULATION .
¬WORK ON BODY LANGUAGE .
¬READ MORE
¬LISTEN MORE
 How to Improve Existing
Level of
COMMUNICATION?
¬
¬AVOID READING OR WATCHING OR
LISTENING UNWANTED
LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
¬INTERACT WITH QUALITATIVE
PEOPLE.
¬IMPROVE ON YOUR TOPIC OF
DISCUSSION,
¬PRACTICE MEDITATION & GOOD
THOUGHTS.
¬THINK AND SPEAK.
 How to Improve Existing
Level of
COMMUNICATION?
¬
¬DO NOT SPEAK TOO FAST.
¬USE SIMPLE VOCABULARY.
¬DO NOT SPEAK ONLY TO IMPRESS
SOMEONE.
¬LOOK PRESENTABLE AND
CONFIDENT.
•