Mastering Communication UNIT 5 MASTERING Skills COMMUNICATION SKILLS · 2011-09-15 · Mastering communication skills involves ... planning chief, team leader or employer? Good communication

Mastering CommunicationSkills

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UNIT 5 MASTERINGCOMMUNICATION SKILLS

Structure5.0 Introduction5.1 Unit Objectives5.2 The Communication Skills Questionnaire5.3 Mastering Communication Skills5.4 Humour in Communication5.5 Interpersonal Communication5.6 Leadership and Communication Skills5.7 Intrapersonal Communication5.8 Understanding Audience Psychology5.9 Summary

5.10 Answers to ‘Check Your Progress’5.11 Exercises and Questions5.12 Further Reading

5.0 INTRODUCTIONCommunication, as we have seen, is fundamental to any human interaction. In families,societies, organizations and businesses, people constantly communicate with each other.Communication is indeed a basic necessity in various walks of life. We have alreadyseen that communication, although so integral to work and work life situations, has itscomplexities. These complexities arise from the fact that communication is an interplayof human beings, organizations, markets, and various mechanical and electronic devices.Human beings are very complex beings. They bring to the process of communicationtheir skills, attitudes, behaviour, styles, social and cultural background. In a spite of all itscomplexities, the process of communication can be mastered. Those who can masterthe process of communication operate from a position of strength—a strength thatfacilitates self-development, career progression, leadership and contribution to society.Mastering various skills relating to communication is indeed a sine qua non for leadershipand for achieving business-related excellence.

5.1 UNIT OBJECTIVESIn this unit you will learn about:∑ The communication skills questionnaire∑ Mastering communication skills∑ Humour in communication∑ Interpersonal communication∑ Leadership and communication skills∑ Intrapersonal communication∑ Understanding audience psychology


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5.2 THE COMMUNICATION SKILLSQUESTIONNAIRE

Mastering communication skills involves answering the following pertinent questions:

∑ What to communicate?∑ What is the objective of communication?∑ How to communicate?∑ Whom to address?∑ When to communicate?∑ How often to communicate?∑ How to get feedback?

∑ How to evaluate communication?It is very essential that one understands the what, how, when, whom and the why of

communication.

5.2.1 What to Communicate?Communication skills start with a clear understanding of what to communicate. What dowe really want to get across and in how detailed a manner? Are they stray thoughts andideas or well-organized and sequenced concepts, events, achievements, developmentsand ideas? Are we communicating our own thoughts and feelings or are we encodingand transmitting the message, thoughts, ideas of another party, say that of a chief executiveofficer (CEO), planning chief, team leader or employer?

Good communication skills involve conceptual clarity and being well informed aboutfacts, events, intentions and expectations.

5.2.2 What is the Objective?Communication is a goal-oriented process. The objective of any communication is toreach out with a message. Communication skills also relate to the basic understanding ofthe purpose of communication. Is it to inform, analyze, reiterate, caution, report or remind?Is it to motivate and win over, influence, inspire and seek response? Information, analysis,persuasion, negotiation, detailing, motivation, counselling, and enlisting action and supportconstitute varied objectives with different implications, and hence need different typesof communication skills.

5.2.3 How to Communicate?By this, we refer to the numerous methods, types, channels and alternative approaches.Each has its own options and the skill lies in selecting the most appropriate option in anygiven situation. Will it be oral, written, non-verbal, audio-visual or electronic, or a mix ofthese? Will the communication be through a formal channel? Will it be direct and face toface or indirect? Will it be transmitted through letters or telex or fax or telephone ore-mail? What is the time available and what should be the speed of communication?What are the costs associated with the available alternatives and how much can thecommunication budget accommodate? Is the message preplanned or extempore? Will asoft copy or hard copy be provided?

Communication skills call for a thorough understanding of choices available and anevaluation of their relative costs, merits and demerits.


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5.2.4 Whom to Address?Communication, to be effective, has to be focused, otherwise it gets diluted. The com-municator should be clear about the target group or audience and how to reach them.Quite often, they are widely dispersed across different functional, hierarchical andgeographical areas. Customers and prospects may be spread across different marketsegments. Employees may be spread across different units and regions. Our targetsmay have different motivation levels. Taking into account all these relevant factors, onehas to decide how to address—will it be direct or indirect communication? Will it beopen or confidential. Will it be general or personal? Although a ‘To whomsoever it mayconcern’ type of address has its limited uses, good communication skills involve sendingmessages which are specifically addressed.

5.2.5 When to Communicate?The sense of timing is also very important in any communication. It has to be timely, atthe right moment, not too early or too late. Human memory is short. The notice for ameeting or an announcement about an impending event, therefore, cannot be months oreven weeks in advance, and that too without further reminders. Similarly, sharing ofinformation about events, developments, achievements, etc. will have to be soon thereafter,for any delay would dilute the significance of the communication. The other dimensionof communication concerns receptivity, i.e. when to allocate time for communication, sothat receptivity is ensured. Important meetings should be scheduled in such a way thatpeople are receptive and recognize the seriousness of the agenda. Morning meetingsand meetings held at the beginning of the week normally provide adequate time foraction.

5.2.6 How Often to Communicate?For communication to be effective, it is necessary to take into account not only thetiming, but also the intensity and frequency. Will a one-time message be adequate, or isit necessary to follow it up thereafter? Should the entire message be conveyed in oneshot, or is it more appropriate to make it phased? If so, what should be the phasing?Effective reminding too calls for skills. Over-frequent reminders, without appreciatingthe underlying factors would serve little purpose and undermine the person’s authority.

5.2.7 How to get Feedback?Feedback is the final step in any process of communication. It involves carrying theeffect of the communication back to its source. Feedback helps to gauge the effectivenessof the communication. Feedback does not come easily. There is considerable skill involvedin obtaining feedback. Often people receive the message and act on it, but may not getback to the communicator. Feedback or response is particularly relevant in market surveysand consumer surveys, and studies. Good communicating skills involve understandingwhat makes people respond to questionnaires, get back to the sender, and provide thedesired feedback.

5.2.8 How to Evaluate Communication?Communication is a vast and evolving process. The success rate of each method andeach process is often varied. On an ongoing basis there is a need to evaluate theeffectiveness of alternative methods and approaches. Based on the feedback, it isnecessary to take corrective action. A good communicator will have to develop skillsrelevant to the evaluation of communication.


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Communication skills encompass all the areas cited above, and the answers to eachone of these questions would be situation specific. While there are some general skillsappropriate to the process of communication, there is much learning involved in developingspecific skills. General skills relate to the process of communication in general, and thewhy and what of it. Specific skills, on the other hand, relate to the various methods ofcommunication which are reiterated in the following paragraphs.

5.3 MASTERING COMMUNICATION SKILLSCommunications as seen in units 2 and 3 can be written or non-verbal

5.3.1 Skills in Oral CommunicationSome of the noteworthy skills relevant to oral communication are the following:

∑ Understanding and use of the appropriate language∑ Organizing and sequencing of thoughts effectively∑ Vocabulary and word power∑ Command over illustrations, examples, anecdotes and phrases∑ Proper accent and pronunciation∑ Voice modulation and reach∑ Proper use of the sound system and other aids∑ Listening skills∑ Adherence to time specifications∑ Effective telephonic talk

Each one of these skills is relevant in ensuring the effectiveness of spoken andinteractive communication.

Figure 5.1: Loud is not Clear

Effective speaking consists of being 'loud and clear'. Yet, too much loudness canbe deafening.The psychology department of Dayton University, U.S. reports that loud talk canbe 10 times more distracting than the sound of a jackhammer. Loud, incessantchatter can make a listener nervous and even start him or her on the road toinsanity.

5.3.2 Skills in Written CommunicationEffective written communication calls for the following skills:

∑ Command over the language∑ Word power and spelling∑ Correct grammar∑ Proper structuring of the written message∑ Correct use of phrases, equivalents and quotations∑ Use of appropriate channels like courier, telex, fax, e-mail∑ Attention to handwriting, typing, printing and photocopying∑ Simplicity, brevity and clarity

These aspects are discussed in detail in the following unit.


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5.3.3 Non-verbal CommunicationEffective use of non-verbal communication through body language, postures and gestures,attire, appearance, handshake, smile, behaviour and example also needs conscious effort.Some skills relevant in this regard are:

∑ Power of observation∑ Awareness about body movements and other expressions∑ Proper interpretation of the non-verbal message∑ Supplementing with oral communication∑ Self observation and practice

Non-verbal communication takes place in an intended as well as unintended mannerevery time people meet and speak to each other. Learning relevant skills, therefore, isessential.

5.3.4 Skills Appropriate to Other MethodsOther methods of communication, like audio-visual communication and electroniccommunication have their own specific skill requirements. Audio-visual communicationuses slides, transparencies, projectors, etc. and the communicator should be well informedabout their functioning and use. It is also necessary to ensure that the audio and visualparts synchronize and combine well to convey the message. Proper communicationthrough the electronic media like television calls for personality-related skills, andcomputer-related communication involving the internet, e-mail and online transmissionsneed a computer-savvy approach and appropriate learning.

Some of the communication skills relevant across all methods of communication areinsight into human behaviour, removal of emotional blocks and effective use of personality.It is also necessary to develop rapport building and interpersonal skills. Communication,to be effective, calls for an understanding of and empathy with people. Establishing awavelength means understanding the level at which communication should take place.It should not be too high as to constitute ‘overhead transmission’, and at the same timeit should not be too low as to sound ‘elementary’.

5.4 HUMOUR IN COMMUNICATIONHumour plays an important role in human life and, therefore, plays a significant role incommunication. Humour used effectively can provide a winning edge in both personaland organizational communication. In everyday life, there are abundant opportunities touse humour with positive results.

Figure 5.2: Punctuated Humour

An English professor wrote the sentence, 'Woman without her man is nothing' on theblackboard and directed her students to correct it.The boys wrote: “Woman, without her man, is nothing.”The girls wrote: “Woman! Without her, man is nothing.”

Internet humour

It is possible to make humour relevant to a business situation. Malcolm Kushner,America’s prominent humour consultant, who is considered to be a pioneer in the fieldof corporate humour consulting, believes that humour is a powerful management tool. Itcan gain attention, create rapport and make a message more memorable. It can alsorelieve tension, enhance relationships and motivate people if it is used with proper under-standing. It can be used to influence corporate culture. Dr Robert Baron, an eminent


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psychologist, has concluded from his research studies that confrontations at work oftendepend on how you say things rather than what you say. A good laugh, it is rightlyobserved, cuts across organizational boundaries.

Humour is a powerful management toolImportant as it is in strengthening personal and organizational relationships, humour

is also a skill that has to be cultivated. Effective speakers are also known for their witand wisdom. It calls for presence of mind. It calls for recalling related events in apleasant and appealing manner. Humour should not be confused with comedy, jest oreven sarcasm. Using humour does not suggest that one should become a joker. A jokehas a time and a place, whereas humor makes even business sense. The wrong kindof humour can cause damage rather than earn goodwill and understanding. Properlycultivated humour can find expression in oral communication, non-verbal communicationand also in written communication. When to use humour, and what type of humourworks in which context, are areas that need careful consideration for humour to becomeeffective.

Effective speakers are known for their wit and wisdom

Figure 5.3: The Light Touch

The value of humour in creating a positive relationship has been confirmed by researchfindings. According to a study by Dr Robert Baron, confrontation at work often dependson how you say things rather than what you say. Most people cannot simultaneouslyentertain incompatible feelings such as anger and amusement. Therefore, if an angryperson is made to chuckle with the person who induced the anger, then hostilefeelings should lessen. Humour, because of its ability to put things in perspective,provides an important frame for creating new meanings in conflict situations.

As reported by Malcolm Kushner in ‘The Light Touch’

5.5 INTERPERSONAL COMMUNICATIONInterpersonal communication skills are an important facet of the process of communication,and as such are extremely relevant for achieving personal as well as professional success.

5.5.1 Interpersonal communication skills are direct and interactiveInterpersonal communication refers to face-to-face or person-to-person communication.It is often direct and interactive. The message is orally communicated with the help ofwords as well as through non-verbal communication, encompassing body language, spacing,facial expressions, tone, gestures and action. Interpersonal communication involves theeffective use of verbal messages plus body language.

5.5.2 Effective communication calls for insight into human behaviourInterpersonal communication has come to acquire particular significance in all people-oriented situations. Large organizations which employ people at various levels lay particularemphasis on building interpersonal or people-related communication skills. Effectiveinterpersonal communication calls for good insight into human behaviour and a clearunderstanding of how people are likely to react under different situations. Interpersonalskills are relevant in dealing with people, both within and without, in any service sectororganization. They are particularly relevant in dealing with customer grievances andcomplaints redressal. Good interpersonal skills of the counter staff or the floor supervisorhelp diffuse heated arguments or flaring up during customer interaction, and, thereby,contain the damage to the business.

Check Your Progress1. What basic questions must

be asked to make foreffective communication?

2. Give 3 skills important for(a) oral communication;(b) written communication;(c) non-verbalcommunication.

3. How is humour a powerfulmanagement tool?


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5.5.3 Training and other HRD effects focus on developing interpersonal skillsInterpersonal skills have also come to acquire relevance as part of the HRD efforts oflarge and small organizations. People with good interpersonal communication skills areconsidered an asset to any organization. Training programmes of service-orientedorganizations like banks include sessions on the development of interpersonal skills. Asone goes up the hierarchical ladder in an organization, one’s span of control, or thenumber of people reporting also often gets enlarged. Effective interpersonal skills are amust in dealing with people at various levels.

5.5.4 How you say it is what mattersAt a higher level, by interpersonal skills, we refer to certain specialized skills in dealingwith people under complex situations. In any business organization where a large numberof people are working, both pleasant and unpleasant situations might develop. A supervisoror manager might have to convey not only appreciation or praise, but also punishmentand unpalatable developments. The job may involve criticism and reprimand of juniors.Under such circumstances, not only what the supervisor says, but also the way in whichit is said and what is done through actions assume meaning.

Good leaders consciously develop all these verbal and non-verbal skills and usethem successfully in dealing with a variety of people and situations. They use theirinterpersonal communication skills to create the desired impression, both positive andnegative as the case may be. The words they choose, the way in which they expressthem, the tone, the gestures, and the action in totality are all impact creating, in anyrelationship-building exercise, consciously or otherwise. The customer makes animpression on the counter staff as the customer walks in. The counter staff, likewise,make an impression on the customer. In any business, the first impression carriesconsiderable value. If it is right, it results in a positive relationship. Hence, the right skillswould cover the way we say hello, the smile, the attentiveness, the firm handshake, theimpression we make as we enter and any such act which the party notices and, moreimportantly, interprets.Some other essential skills relevant for effective interpersonal communication are theability to win trust, build rapport, ask the right questions, and elicit full details. Effectiveinterpersonal communication involves creating the right impression and communicatingthe intended message convincingly. This calls for sincerity in approach and bringing intransparency in communication. It means asking the appropriate questions in an appro-priate manner, and making the other party communicate. It means making the otherperson, confide in you. It means breaking a person’s reluctance. When we think ofcounselling, negotiation, hearing of appeals, personal interviews, etc. extra communicationskills would be involved. They have to be developed with conscious efforts.

5.5.5 Develop a positive attitudePeople in a service industry should necessarily have one basic skill, the ability to getalong with other people. They should develop interpersonal skills such as the ability tocommunicate effectively and also work as a member of the team. While job-orientedskills and knowledge are important, what is equally relevant, if not more, is the rightattitude. The customer may accept a certain lack of knowledge, but will never acceptrudeness or indifference. That is why training programmes in service organizationscovering marketing and customer relations lay particular emphasis on building the rightattitude or mindset.

5.5.6 Bad feelings should not hinder communicationPeople come to work not only with their hands and heads, but also their hearts. Theycome with not only knowledge, wisdom and intelligence, but also with feelings and


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emotions. Dealing with other people involves control over moods. Any work situationhas its mix of positive and negative, good and bad strokes. Good interpersonal skillsrequire underplaying the negative strokes and not letting them spoil one’s temperament.A service provider should learn to rise above bad feelings coming from any quarter andnot let those show up or hinder dealings with the customers.

5.5.7 Use logic to cope with difficult situationsThe following quote from Roberta Cava brings out beautifully the strength of rationalresponse in dealing with difficult situations: ‘Two forces—logic and emotion are at workthroughout our lives. Often they push and pull in opposite directions. The one that prevailsat any particular time, will determine how we get along with others and may affect ourlevel of achievement. It is easy to respond to situations with emotions rather than logic,but responding logically helps us deal constructively with difficult situations’.

5.5.8 Harmonious interpersonal relationships are the secret to successHarmonious relations with colleagues in the workplace and customers at the counterand at the field level are the secrets of business development. Both are of equal importanceand complement each other. Harmonious interpersonal relationships among employeesresult in well-knit teams that can respond effectively to the customers, and the customersees one happy family at work. No wonder John Rockfeller said, ‘I will pay more for theability to deal with people than for any other ability under the sun’.

5.6 LEADERSHIP AND COMMUNICATION SKILLSLeadership and communication are closely interrelated. Good leaders master the art ofcommunication. A leader, by definition, is a person who has a following. Whatever bethe profession or business, a leader communicates through verbal and non-verbalmessages, especially by setting an example or being a role model. The followers keenlylook up to the leaders for their messages. Business leaders are also team leaders. Theyinspire and motivate their teammates. The ability to get across, build rapport and wintrust becomes so crucial that achieving all these communication skills comes in veryuseful. To get results working with other people, the right kind of communication is amust for any leader.

5.6.1 Transactional AnalysisTransactional Analysis (TA) is regarded as one of the most promising breakthroughs inpsychiatry in many years. TA, which constitutes yet another valuable approach to theunderstanding of human behaviour and action, was originally developed by Dr Eric Berne,author of the book, Games People Play. The basic theory propounded by Dr Berne andthe subsequent discussions on the subject have been presented by Dr Thomas A. Harris,founder-president of the Institute of Transactional Analysis, California, in his book, I’mOK-You’re OK. In any business where services and products are delivered at the counterson a person-to-person basis, a study of TA should prove useful in understanding andappropriately responding to varied behaviour.

TA divides an individual’s personality into three ego states. An ego state has beendefined as a consistent pattern of thinking, feeling or behaving. These states are producedby recalling the past events involving real people, real times, real places and real feelings.The ego states are helpful in distinguishing the words from their literal counterparts.

The three ego states identified are parent, adult and child.The parent state This is that state of the human personality which relates mainly

to values, opinions and experiences of childhood. This state may be expressed eitherthrough the critical parent or the nurturing parent.


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The adult state The adult state refers to the rational part of the human personality.Problem-solving and decision making under this state are done on the basis of a carefulassessment of factual data.

The child state This state relates to the emotional part of the human personality.This state may be expressed either through the free child or the adopted child.

TA also refers to the four life positions concerning one’s own self as well as others.They are as follows:

5.6.1.1 I’m OK - You’re OK

This is an eminently desirable position. It indicates an acceptance of one’s own self-worth as well as that of others. In this, the position transcends personal experiences andaccepts not-yet-experienced abstractions and possibilities.

This life position shows a positive approach in dealing with real life situations. Theperson concerned shows a sense of maturity and is not uneasy while dealing withothers. People with this attitude enjoy positions of leadership and do well in terms ofdeveloping and sustaining meaningful interpersonal relationships.

5.6.1.2 I’m Not OK - You’re OK

This position relates to the acceptance of others but not of self. The person feels thatthere is something lacking in himself.

This life position shows a shortcoming in dealing with real-life positions. There maybe a certain inferiority complex in interacting with others. By nature, this person isusually submissive or passive. Such persons often show a subservient attitude and mayalso be conspicuous by their self-denial. Very often, I’m not OK-You’re OK kind ofpeople look up to others for advice and seek constant guidance.

5.6.1.3 I’m OK - You’re Not OK

This position relates to the acceptance of self but not of others. The person feels thatthere is something lacking in others.

This life position too has its limitation in dealing with real-life situations. In this case,the person concerned has a superiority complex. The posture the person takes in dealingwith situations is aggressive or even intimidating. This person tries to dominate andtends to provide unsolicited advice.

5.6.1.4 I’m Not OK - You’re Not OK

This position refers to the rejection of both self and others. Nothing is right. There issomething lacking in the subject and also in others.

This life position too is very inadequate and deficient in dealing with people andsituations. They are the opposite of I’m OK-You’re OK kind of persons. Such personsare conspicuous by their negative or pessimistic approach. They undermine themselvesas well as others. They look down upon others, do not give credit for positive developmentand paint a gloomy picture. Such an attitude is certainly not conducive for becoming aneffective leader.

Against this background of human personality, TA attempts to analyze a transaction.A transaction forms a basic unit of communication, i.e. a stimulus by one person and aresponse by the other. Obviously, such transactions keep taking place among people ina family, community and organization all the time. Transactions take place every timepeople meet or a communication takes place. All such transactions are categorized intothree types: complementary transactions, uncomplementary or crossed transactions,


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and hidden transactions. Complementary transaction takes place when the conversationproceeds smoothly, with expected responses emanating. On the other hand, in a crossedtransaction, there is an unexpected response, leading to a breakdown in communication.In a hidden transaction, real responses are conveyed through facial expressions or otheractions, and the words expressed do not convey the real meaning.

5.6.1.5 Three types of transactions in TADr Eric Berne claims that people spend 50% of their waking hours in playing games. Agame has been described as a covert method for either giving or collecting strokes,usually negative strokes or insults.

Games people play Understanding the ‘Games People Play’ is what TA is all about.To the extent TA constitutes yet another approach to the understanding of humanbehaviour, people in businesses and organizations dealing with customers, colleaguesand other public on a regular basis should find a study of the subject rewarding.

Ego states and life positions described above significantly influence the behaviour ofpeople. As we have seen earlier, the process of communication is also influenced byhuman behaviour and attitudes. Communication and interpersonal skills are againinfluenced by personality traits. The rational part and the emotional part of the humanpersonality exert their influence on people in their transactions.

Communication and life positions Understanding the life position from which aperson operates is very essential for making communication effective. Persons in theI’m OK-You’re OK category will show a positive and mature approach in dealing withvarious kinds of people, and ensure that communication does not break down. Dominatingcolleagues and rude customers who may belong to the I’m OK-You’re not OK class ofpeople have to be dealt with in an appropriate manner. To the extent TA constitutes anessential approach in understanding human behaviour so relevant for effectiveinterpersonal communication, it would be beneficial to understand the concept, and use itfor making business communication worthwhile.

5.7 INTRAPERSONAL COMMUNICATIONThe word ‘intra’ means inside or within. In contrast to interpersonal communication,which implies communication with the other person, intrapersonal communication implieswith the self. It refers to communication within the self, involving the process of thinkingand feeling. Intrapersonal communication is a method of communication that helps everyperson to communicate with himself or herself. It helps in clarifying what is known asthe self-concept. It is basically an inward looking exercise.

5.7.1 Intrapersonal communication is an inward-looking exerciseIntrapersonal communication can also be understood as self-talk. Self-talk is

recognized as the verbal side of thinking. There is indeed a positive side of self-talk.Self-talk, also recognized as self-dialogue or inner speech, is what you say to yourselfduring your waking hours. It is necessary to create self-awareness about self-talk. Suchawareness helps analyze self-concepts, and overcome negative feelings. Self-talk, properlyused, can help in overcoming emotional distress. Effective intrapersonal communicationrelates to the art of thinking, planning, and interpreting ideas and messages in a positivemanner.

5.7.2 Intrapersonal communication overcomes negative feelingsIntrapersonal communication also relates to the voice of conscience. This voice can playa significant role in the lives of individuals. It emphasizes the values and the ethical


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dimension in organizations. It brings to the fore the rational or the logical side of thebusiness transaction, and helps exercise the much-needed restraint in communication.Through conscious efforts, one learns to talk to oneself so as to bring out positive re-sponse.

5.7.3 Intrapersonal communication is an effective pre-condition forinterpersonal communication

One cannot really communicate effectively with the outside world, unless one mastersthe art of communicating effectively with oneself. In that sense, intrapersonalcommunication is a necessary precondition for effective interpersonal com-munication.Good communication depends upon positive outlook. Self-talk prepares the ground forthis. Those who talk to themselves are not necessarily crazy or mad. They are thosewho make effective use of yet another dimension of communication. Before making animportant speech or attending a crucial meeting or responding to a provocative situation,you may take time off to talk to yourself, strengthen your resolve to exercise restraintand eschew anger or sarcasm. To quote Abraham Lincoln, ‘When I am getting ready toreason with a man, I spend one-third of my time thinking about myself and what I amgoing to say and two-thirds about him and what he is going to say’.

Intrapersonal communication, used effectively, provides the right balance, orientationand frame of judgement in communicating with the outside world.

5.8 UNDERSTANDING AUDIENCE PSYCHOLOGYUnderstanding the psychology of the audience or the group of recipients of the commu-nication is an important communication skill. Communicating or initiating the messageconstitutes a stimulus, for which a response is expected from the audience. For theresponse to be meaningful, the communicator should ensure that the recipient is receptive.In order to achieve this, the communicator should collect and analyze relevant informationrelating to the audience beforehand, such as their characteristics, moods, level ofresponsiveness, expectations, awareness, and so on. The skill of the communicator liesin making the message and delivery relevant and timely to the recipients, so that theyevince interest and become active listeners. This is particularly important in variouskinds of verbal communication—speech, meeting, presentation, counselling, negotiation,etc. In written communication too, especially while sending non-routine letters whichare motivational in nature and seek a high degree of participation and action, understandingthe profile of the addressee assumes relevance. Verbal and non-verbal messages shouldbe tailored to meet the level of expectations, to the extent desirable.

5.8.1 Build Your ConfidenceThis is yet another essential in developing effective skills. The communicator may havethe knowledge, understanding, physical facilities, material support and the like, and yetfail to impress or deliver the message appropriately. This can be eschewed by ensuringthat along with learning all other relevant communication and interpersonal skills, a personalso builds the required level of confidence in facing, addressing and interacting with thetarget group. When a person lacks confidence, it becomes evident to the recipient. As aresult, the credibility of the communicator suffers. The communicator should not onlystart on a note of confidence, but should also sustain it till the end. Confidence buildingis done through conscious efforts—by acquiring conceptual clarity, by knowing theaudience profile in advance, by resorting to meaningful intrapersonal communicationand, above all, through a positive, sincere approach. Practice too helps. Have faith inyourself, and it translates into effective communication.

Check Your Progress4. Mention 4 interpersonal

skills that an effectivecommunicator shouldemploy.

5. What is TransactionalAnalysis?

6. Differentiate betweenintrapersonal and inter-personal communication.

7. Why should one learn tospeed read?


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5.8.2 Reading SkillsGood reading is another important prerequisite in making communication effective. Intoday’s business world, knowledge commands a premium. A person who has a goodunderstanding of various subjects, especially those in one’s line of activity, operates froma high level of confidence. On the contrary, ignorance or insufficient knowledge leads todiffidence. Good reading habits prepare a person to articulate and give expression tothoughts. Varied and the right kind of reading provides the much-needed preparednessin dealing with a variety of people and situations. Reading results in learning which, likegood listening, helps communication.

5.8.2.1 Speed readingWhile rapid speaking is not necessarily a commendable trait, rapid reading is eminentlydesirable. Reading rapidly, without missing the essence, is a skill that can be acquired.The speed at which reading takes place varies considerably from person to person. Withconscious efforts and regular practice, people can read up to 50 pages an hour. It is saidthat the US President John F Kennedy used to read at an amazing speed of 240 pagesan hour. Another US President Woodrow Wilson was known to read even faster.Commenting on such speed-reading skills, Christian Godefroy and John Clark, in theircelebrated book, The Management System observe: ‘The mind of the poor reader loafsalong picking up very small units at a time, while the eyes of the excellent reader raceover the lines, gathering an entire meaningful idea at each glance’.

5.8.2.2 Prioritize readingIn business and profession, as one goes up the ladder, one will have to necessarily reada whole lot of reports, memos, letters, analytical notes, sales literature, magazines, andbooks, be they handwritten or in print. Each and every piece of writing need not necessarilyreceive the same level of attention. Some need intensive reading, some need adequatereading, some need browsing and some others need just a casual or fleeting glance. Theskilful reader learns to discriminate and allocate just the right share of time for all readingmaterial put up to him. Unless one is acutely conscious of the relative time allocation, itis very easy to fritter away one’s time on detailed reading of unimportant papers. Onemust make a conscious choice of what to read and what not to. There is so muchreading material that everybody comes across in personal and business life. The adventof electronic communication has made it further imperative for all of us to make aconscious choice. Apart from all the handwritten, typewritten and printed material putup to us, there is also a vast e-mail communication, vying for our attention all the time.One must learn to discard the irrelevant pieces of writing, whatever form they may take,prioritize the rest, allocate the right share of time to them and equally importantly, developthe skill of speed reading. People with good reading skills develop the trait of readingfast without really missing comprehension or assimilation. Such people train their eyesand mind so well that they absorb the crucial and relevant messages and can even pointout mistakes and inconsistencies quite effortlessly. There is a tremendous advantage toa person who has mastered the art of effective speed reading.

Develop Your own styleCommunication skills thus cover a vast area and can be developed through consciouseffort. For some persons, good communication skills are a God-given gift and the flow iseffortless. Others will have to work on them and acquire proficiency through practiceand hard work. A good piece of communication—be it a speech, presentation or write-up—stands out. It has the potential to create a deep impact. Moreover, there is so muchdiversity and versatility in the styles of communication. Each good speaker or writer canbe different from others and yet create a distinct impression and desired impact. Anaccomplished communicator can certainly achieve quite a large measure of success indealing with people and situations.


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5.9 SUMMARY1. Communication is a complex interplay of human beings, organizations, markets and

various mechanical and electrical devices. Those who master all the relevant skillsoperate from a position of distinct strength.

2. Mastering communication skills calls for a thorough understanding of choices availableand an evaluation of their relative merits and demerits.

3. It is very essential that one is clear about the what, how, when, whom and why ofcommunication.

4. There are general and specific skills relating to communication, and an effectivecommunicator acquires an insight into all the essentials.

5. Humour can provide the winning edge in both personal and organizationalcommunication. Used properly, it can relieve tension, create rapport and work as amotivator. Humour is indeed a powerful management tool.

6. Interpersonal communication refers to face-to-face communication or person-to-person communication. It involves effective use of both verbal messages and bodylanguage.

7. People with good communication skills are considered an asset to any organization.Good leaders make it a point to develop such skills and use them effectively.

8. An insight into human behaviour, positive mental attitude and maintaining harmoniousinterpersonal relationships are qualities that are rated high by progressive organi-zations.

9. Transactional Analysis, developed by Dr Eric Berne, proves very useful inunderstanding and responding to varied customer and co-worker behaviour. TAdivides an individual’s personality into three ego states—parent, adult and child. Anunderstanding of these ego states helps in distinguishing words from their literalcounterparts.

10. TA also refers to four life positions concerning one’s own self as well as others.They are ‘I’m OK-You’re OK‘, ‘I’m not OK-You’re OK’, ‘I’m OK-You’re notOK’ and ‘I’m not OK-You’re not OK’.

11. According to TA, there can be three types of transactions—complementary,uncomple-mentary or crossed, and hidden. Complementary transactions take placewhen the conversation proceeds smoothly, with expected responses emanating.People in busi-ness and organizations, who are required to deal with different classesof people on a regular basis, would find the study of TA quite rewarding.

12. Intrapersonal communication enables people to communicate with themselves. It isan inward-looking process that helps one to think, plan, and interpret messages, andpursue a mature approach.

13. Understanding audience psychology and building self-confidence are other skillsthat help in making communication effective. Both can be achieved throughconscious efforts.

14. Reading skills result in learning and preparedness. Great achievers are known toacquire considerably speedier reading skills as compared to an average person.Good reading also involves choosing what to read, and allocating appropriate timeon merit.

15. Study and practice, over prolonged periods, help in perfecting one’s style ofcommunication and making communication—oral, written or non-verbal—impactcreating.

5.8 ANSWERS TO ‘CHECK YOUR PROGRESS’1. What to communicate? The purpose of communication? How to communicate?

Whom to reach out to? When and how often to communicate? How to get feed-back? How to evaluate the effectiveness of the communication?


NOTES


2. (a) Oral communication: Use of appropriate language; command over illustra-tions, examples, anecdotes, phrases; keeping with the given time frame.

(b) Written Communication: Proper structuring of the message; simplicity, brev-ity and clarity; use of appropriate channelwise letter or e-mail, etc.

(c) Non-verbal Communication: Awareness of body language; observation; properinterpretation of non-verbal response.

3. Humour can draw attention, create a rapport, relieve tension, enhance, relation-ships and motivate people.

4. (a) How you convey a message is important.(b) Bad feelings should be put aside.(c) Communication must be logical.(d) Training programmes on interpersonal skills must be organized.

5. Transactional Analysis studies an individual through three states: The parent staterelates to the value and opinions imbibed from parents; the adult state refers to therational use of the mind in decision-making; the child state examines the emotionalpsyche.It also refers to four life positions: I'm Ok - You're Ok; I'm not Ok -You're Ok; I'mOk - You're not Ok; I'm not Ok - You're Not Ok.

6. Intrapersonal - Communication within yourselfInterpersonal - Communication with others.

7. Speed reading gives you a meaningful idea of the text. It helps in increase ofknowledge.

5.9 EXERCISES AND QUESTIONS1. Elaborate various steps involved in mastering communication skills.2. Which are the specific skills relevant to (a) oral communication and (b) written

communication?3. What is the role of humour in communication? Do you agree that it can be a powerful

management tool?4. People with good interpersonal skills are an asset to any organization. Elucidate.5. Explain why effective communication skills are relevant for good leadership.6. What is Transactional Analysis? How is it relevant in dealing with people and

situations?7. What is the relevance of intrapersonal communication in making communication

effective?8. Write short notes on: (a) understanding audience psychology and (b) building self-

confidence.

5.10 FURTHER READINGBusiness Communication and Customer Relations by R K Madhukar; Vikas Publishing,New DelhiBusiness Communication by R K Madhukar; Vikas Publishing, New Delhi

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Mastering Communication UNIT 5 MASTERING Skills COMMUNICATION SKILLS · 2011-09-15 · Mastering communication skills involves ... planning chief, team leader or employer? Good communication