Quotes on Communication –

We have two ears and one tongue emphasizing more on our listening.

A blow with a word strikes deeper than a blow with a sword.

Communication must be HOT. That’s Honest, Open, and Two-way.

It’s not distance that keeps people apart but lack of communication.

Nothing lowers the level of communication more than raising the voices.

“You cannot fool all the people all the time.”

“Ask me no question I’ll tell no lies.”

God has given us 2 ears and one tongue so listen more and speak less.

All hearing is not listening, but all listening is hearing.

Communication Skills Communes is derived from a Latin word meaning share therefore we can say

communication is a transfer of ideas, messages, feelings, plans, etc. from one

person to another.

It has the following characteristics

It’s a 2-way process

Sender (Message encode) to receiver(decode/feedback) using various

channels of communication

It’s a continuous process where receiver and sender’s rolls can be reversed

It’s both verbal and non-verbal

It’s an art or a technique to be acquired

What is the role of business communication in corporate world?

Scope and Purpose

For growth and sale ultimately leading to profit

As a motivational tool

Assign task

Delegation of work

Medium of sharing values, vision, mission, aims and goals of the company.

For maintaining harmony in the company

Maintaining business relations

Expansion

Global Development

AIM of Communication –

Gossip

Express thoughts

Guidance

Sharing of opinions

Motivation

Instructions

Marketing

Public Addressing

Advertising

Image Building

Warnings

Policies

Terms and Conditions

Rules and Regulations

Convincing

Persuading

Communication is divided in 2 parts: -

1. Internal

2. External

Communication is also divided as per the number of people involved: -

1. Intra Personal – With self

2. Inter Personal – With 2 or more people

3. Extra Personal – With other living and non-living creatures

4. Mass Communication – Addressing a large gathering

5. Media – Global Communication

Another type of division of communication is as per the flow of ideas in an

organization: -

1. Vertical Communication

a) Upward – From Supervisor to Manager or manager to VP (reports,

progress, targets achieved, requirements)

b) Downward – From CEO to Manager or from Manager to supervisor

(rules, policies, deadlines, targets, goals, all major announcements,

amendments)

2. Horizontal Communication – Within the same division or same rank

colleagues

3. Diagonal or Cross Sectional Communication – With different divisions in an

organization with both top and the executive involved

Communication is also divided as per the manner, kind and means: -

1. As per the means the communication is divided into

a) Lingual

b) Para lingual

c) Extra lingual

2. The 2 major kinds of communication are: -

a) Verbal

I. Oral (Speeches, Viva, Meetings, GDs, Presentation, Interviews,

Marketing)

II. Written

i. Letters

ii. Memos

iii. Reports

iv. Minutes

b) Non-Verbal

I. Audio

II. Video or Visual

III. Body-language (eyes, hands, posture, gestures, facial

expressions, head)

IV. Para-language (voice inflection – tone, pitch, volume)

V. Proxemics

VI. Kinesis

VII. Chromic

VIII. Haptics

IX. Artifacts

Communication is also divided into: -

1. Formal Communication

a. Letters

b. Memos

c. All reportings

d. Announcements

2. Informal

a. Rumor

b. Gossip

c. Grapevine

THE PROCESS OF COMMUNICATION INVOLVES A SENDER who encodes a

message USES ANY MEANS OF COMMUNICATION TO SEND IT TO THE RECIEVER

who decodes the message and gives appropriate feedback and so forth the

process continues

The 5 characteristics: -

1. Two Way Process

2. Continuous

3. Positions can be reversed

4. It’s both verbal and non-verbal

5. Art and a technique to be acquired

Not always the communication is smooth, there are different barriers to

communication: -

Noise – Interruption

Distance

Lack of

o Understanding

o Communication Skills

o Wrong Decoding

Language Barriers

Technical Problems

Environment

Lack of Audio and Video Presentation

Obstacles

Patience

Mood of receiver

The major barriers of communication can be divided are: -

1. Physical Barrier (Distance, Noise, Obstacles, Environment, Non-receptive,

non-verbal signs)

2. Psychological Barriers (Mood of the receiver, mindset of the sender, Family

Psychology, Prejudices, Peer Pressure, Emotional Quotient)

3. Physiological Barriers (Any pain)

4. Language Barrier

5. Semantic Barrier (study of the meaning of the meaning, mera matlab ye

nahi tha)

6. Technical Barriers (Hacking, Network problem, Slow Processing)

7. Prejudices and Perceptions (Mind setup)

8. Generation Gap

9. Religious Barrier

10. Social Barrier

11. Distractions and Interruption

12. International Barriers

Question- Why do you think the receiver has to be fit mentally and physically to

complete the process of communication?

How to remove all the barriers of communication?

To choose a more appropriate channels and words to convey the exact

message.

To advertise and to educate people.

To understand the situation and the receiver’s mindset.

Using an interpreter or using translators and understanding the various

meaning of meanings of different languages.

Understanding the cultural and religious beliefs of the area.

The ABC of communication

A. ACCURACY

B. BREVITY

C. CLARITY

7 C’s of communication

Concise

Correct

Clarity

Complete

Courtesy

Concrete

Creative

NON-VERBAL Communication: -

Non-verbal communications are the science that play a very important role

for a smooth communication.

To reiterate verbal communication

Can be misunderstood

Non-verbal communication should be very precise

Non – verbal communication is of 2 types-

1. Audio

2. Visual

Audio: -

Advantages – Clear, Instant

Disadvantages – Can be misunderstood, Technical default.

Visual: -

Advantages – more impact, mixed with audio it’s a form of entertainment

Disadvantages – technical snag, misunderstanding of pictures as per

perception culture and religion, etc.

Body Language

Posture

Gestures

Eye Contact, Eye Movement

Facial expressions

Hand movement

Appearance and attire

Paralanguage

Voice

Tone Inflexion

Pitch

Volume

Word Stress

Speed

Speech

Silence

Silence

Silence Speaks Volume

Silence Speaks louder than words.

Proxemics

Proxemics include space, time, surroundings.

Space

o Intimate (6-12 inches)

o Social (3-6 feet)

o Conferences (10-20 feet)

o Public (Open Space)

Surroundings

o The surroundings and Ambience of the place sets the tone of

conversation.

o Accessories

o Amenity

o Colours

o Music

o Layout and design

Time

o Punctuality

o Value

o Doing appropriate things at the right time.

Colours (Chromic)

All colours convey a different meaning

Colours set the mood of communication

Black – Emptiness

White – Peace, Serenity, Sorrow

Red – Anger, Love, Danger

Blue – Love, Tranquility

Yellow – Sunshine

Green – Prosperity, growth

Haptics:

Touch:

o Touch is an important tool for communication as it conveys comfort,

friendliness, expectations of the speaker

The 2 most important touch are

Good touch

Bas touch

o In the business world touch is more effective when combined with

sincere oral communication

o Ex. Consoling someone for the grief or congratulating for the win

Non-verbal communication is basically to

Complement verbal

Emphasize verbal communication

Repeat verbal communication

Regulate verbal communication

And at times substitute verbal communication

Then only it become an effective otherwise it can be contradictory or

misconstrued(misunderstood).

VERBAL COMMUNICATION

Verbal communication is always audience oriented

The seven C’s of verbal communication-

Concise

Correct

Complete

Concrete

Courtesy

Conclusion

Candid / Candor (Honest)

Verbal and linguistic modifiers, regulators and voice cultures

Modifiers:

o Sentence construction that relays information regarding head or

subject of the sentence.

o The main clause should be with the performer or the subject

o Ex. Snuggled up near the crackling fire the winter storm raged while

the children read aloud.

actual sentence should be snuggled up near the crackling fire while

the children read aloud

o Restrictions are normally used in the predicate of the sentence and

they are mostly words, sometimes nouns adjectives and prepositions

are also used

I read the Times quite often

He read the letter carefully

A very important period

Very proud of a progress

Almost in the dark

Right behind the shell

We arrived in Varanasi

Voice Cultures:

o 4 steps verbal communication to begin:

Hearing

Regulating your breathing

Attire

Steps for a presentation in verbal communication

Choose the most appropriate topic

Research

Make an outline

Know your audience (gaze your audience)

Personal appearance

Practice

Attire

Confidence

Communication skills

Candid

Sincerity

Use of voice cultures

o Pitch variation

o Tone variation

o Emphasis

Process of listening –

Hearing

Understanding

Analyzing (Evaluating)

Reacting

Recalling

Feedback

Factors that affects listening –

Language

Personal interest

Environment

Sex preferences

Pitch

Personal name

Silence

Sudden Impact

Incentives and rewards

The speaker

Topic

Traits to be developed for listening –

Hearing and analyzing

Note making

Developing an interest in the topic

Patience

Usage of the hearing

Ambience

Types of listening –

Marginal listening

Apprehensive listening

Evaluative listening

Comprehensive listening

Emphatic listening

Therapeutic listening

Effective listening

How to develop listening skills –

1. Language – learn the basics or interpreter.

2. Perception – Modify the perceptions

3. Expectations – Tone down your expectations

4. Speaker (too fast, tone of the voice) – topic, tone, presentations skill of the

speaker, adjust and adapt or politely ask.

5. Listener (inattentiveness, know all attitude, reject everything, criticize

everything, too ambitious) – develop the skills, patience and nurture the

topic

6. Environmental barriers (ambience, cacophony, discussion, gossip, noise,

odd time) – better ambience to talk in less noisy place

7. Conception of non-verbal communication – Understanding non-verbal

communication.

8. Faking Attention – Be more attentive, don’t fake.

9. Listening for facts.

Find out: -

Mixing of forest and trees

Over splitting and over lumping

Keys to effective listening

1. Areas of Interest

2. Speaker content and delivery

3. Listen for ideas

4. Hold your fire

5. Be flexible

6. Distractions

7. Work or making notes while

listening 8. Thought is faster

than speech

9. Exercise of mind

Bad listener

1. A bad listener will never take interest in topics he’s not

interest 2. Body language is

bad then a bad listener will not

listen 3. Bad listener listens

only for facts

4. A bad listener would either

switch off or only hear or get into an

argument 5. The bad listener

doesn’t give anyone a chance

6. Bad listener will get distracted

easily 7. Bad listener will

make no notes

8. Bad listener is day dreaming

9. Bad listener will

connects with emotional words and has difficulty in understanding

jargon

Good listener

1. A good listener will understand and

analyze it

2. A good listener will keep benefit of

doubt and judge by content

3. Good listener hears for

knowledge 4. A good listener will

comprehend analyze and then

question

5. Good listener hears everybody’s

point of view 6. Good listener tries

hard to resist

7. A good listener will make notes

8. Good listener summarizes concludes the topic

9. A good listener takes it as a

challenge and as an exercise for his mind, and doesn’t

get hung up on emotional words.

So we therefore conclude for critical thinking we need to develop effective

listening skills that can be developed by

Perceiving

Arranging

Reasoning

Inquiring

How to improve your listening skills? –

1. Stop talking and Listen carefully

2. Give the speaker a chance

3. Show a little empathy and give a feedback

4. Don’t create distractions

5. Ask logical questions

6. Try to relate to the topic

7. Give a proper feedback