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FUNDAMENTALS OF COMMUNICATION
Structure
1.1 Objectives
1.2 Introduction
1.3 Effective Communication
1.4 Basic Forms of Communication
1.5 Barriers to Communication
1.6 Dealing with Communication Barriers
1.7 Listening
1.8 Types of Listening
1.9 Effective Listening
1.10 Powerful Speech
1.11 Let us Summarise
1.12 Suggested Sites
1.1
OBJECTIVES
At the end of this unit, you will be able to discuss:
Barriers to Communication
Types of listening
1.2
INTRODUCTION
DESIRED
SENDER
RECEIVER
RESPONSE/
RESULT
We as human beings are social animals. We live in a society. We are born with
the capacity to communicate. Right from the time we are born we communicate; a new
born child communicates as well. A cry could mean he/she is hungry, needs a change of
his/her nappy, or is feeling cold. From birth to death communication is central to our
personal, professional, and civic lives.
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Transmitting:
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3.
Write two or three sentences (in your own words) about what you have
understood by communication.
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1.3
EFFECTIVE COMMUNICATION
How do we know whether we have communicated effectively?
You have been communicating all your life; you might wonder why you need to
study about communication. One answer is that formal study can improve skills.
Some people have a natural talent for singing or playing cricket. They could
become better if they took voice lessons or studied theories of offensive or
defensive play in cricket. Likewise, even if you communicate well now, learning
about it more can make you more effective.
Communication is complete only when we make ourselves clear to our receivers.
The only way in which we can determine whether we have communicated
effectively is by finding out if the desired result or response is achieved at the end
of the process. If the desired response or result is not achieved, then be sure that
you have not communicated properly.
There could be many reasons as to why the receiver has not responded in the way
in which you want him/her to. It could be your choice of words, tone, lack of
complete information, assumptions, generalization, noise, distractions just about
anything.
Read the following anecdote which will help you understand how communication
can be ineffective if you do not take care to send the message across to the receiver.
Rohini was busy working on a project report. She called out to her 15 year old,
Pooja, to check if the milk on the stove was boiling.
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As she was completely involved in her report, she forgot about it as soon as she had
spoken.
After a while, she suddenly looked up as she could smell something burning and
she could also see smoke filling the room.
She dashed to the kitchen to check what was happening. To her dismay, she saw
the pan of milk, or what had been the pan of milk, charred beyond repair as the
flame of the stove was still burning.
Rohini yelled desperately for Pooja, "Didnt I tell you to check if the milk was
boiling?"
Pooja: "Yes, you did. And I did check!"
Rohini: "Then how come the pan is charred and there is no milk left?"
Pooja:"..but, but, you did not ask me to turn it off!"
For communication to be clear and effective, it must satisfy four criteria:
The criteria for communication sound simple enough. However, when we fail to
consider the context, things can get difficult. Each of us has our own ideas. These
are formed by our culture and are modified by our own unique life experiences. Our
life's experiences add color and shades of meaning to different words. When we
speak, our ideas must be translated into words which can be understood by the
listener.
Tina was visiting Korea for the first time. She had to get some information from
the library for the book she was writing. She needed to photocopy some pages, so
she went up to the librarian and asked: " Is there a copy machine here?"
The librarian nodded, and pointed out to the hallway.
She promptly walked down the hallway, but all she could find was a coffee vending
machine.
Puzzled, she walked around looking for the photocopier. Finally, she met someone
who could understand English properly. She said, "I asked the librarian for a copy
machine and he pointed this way, but there is no copier here; I only found a coffee
machine!"
The man laughed and said, "Oh! You must be new here. You see the Koreans
cannot understand the sound of "p"; he would have understood copy to be
coffee!"
You can probably think of numerous examples of misunderstandings in your life,
on your job and in your culture.
Though Karnataka and Tamil Nadu belong to the same country, there are different
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Glossary
Anecdote:
Characteristic: a typical or obvious quality that makes one person or thing different from
others
Conveyed:
Culture:
Modified:
Numerous:
many
Offensive and:
defensive play
Opportunities:
chances
Talent:
Unique:
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1.4
COMMUNICATION
VERBAL
NON-VERBAL
Verbal Communication
Verbal communication is when a person puts across a message by speaking or
writing. The message can be sent to an individual, a team or a group.
Verbal communication can be
Face to face
Using intercoms
Online Chat
Reports
Memoranda
Resumes
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Note:
While interacting with strangers, speaking with older people and in social
gatherings, communication could sometimes change from formal to informal
according to the situation as well.
Informal communication is used among family and friends. Choice of words and
tone may vary according to the degree of closeness with a particular member of the
family or friends circle. Jargon, slang and short forms may form part of it as well.
Shaking hands
Posture
Facial expressions
Appearance
Voice
Tone
Hairstyle
Clothes
Smile
Confidence
Your breathing
Color choice
Silence
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Sl. No.
Verbal
Non-Verbal
___1_______________________________________________________________
___2_______________________________________________________________
___3________________________________________________________________
___4________________________________________________________________
___5________________________________________________________________
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Glossary
Jargon:
Memoranda:
Resumes:
Slang:
Tone:
1.5
BARRIERS TO COMMUNICATION
What is meant by "barrier"?
We can look at the word "barrier" to mean several things. It could be a fence, a
wall, or just something that obstructs your view, thought or perception.
Many people think that communicating is easy. It is after all something we've done
all our lives. Communicating is straightforward.
What makes it complex, difficult, and frustrating are the barriers we put in the way.
Communication can have many barriers which usually result in miscommunication.
1.
Physical Barriers
Physical barriers include:
Marked out territories into which strangers are not allowed For example,
many offices have electronically locked doors which can be opened only by
using access cards.
Closed doors, barrier screens, separate areas for people of different status
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2.
Perceptual Barriers
The problem with communicating with others is that we all see the world
differently. If we didn't, we would have no need to communicate. Perception is how
you look at others and the world around you. How you look at the world depends
on what you think of yourself.
How many legs does this elephant have? Observe carefully and you could just see
8 legs instead of 4!!
Illusions are used to show that our senses can be tricked - this happens
in communication when there is a difference in what we expect and
what is really happening.
Perceptual Process-you select the information, you organize it, and you interpret
it.
The following anecdote is a reminder of how our thoughts, assumptions and
perceptions shape our own realities:
There was this bank manager who was campaigning for accounts for the new
branch that had opened in the neighborhood. Geetha, a lady in the area, decided to
open an account in the new branch. The manager was delighted and from then on
Geetha was treated as an important customer.
One day, as she was not very clear about an entry in her pass book, she went up to
the manager and said, "I have a doubt regarding" and even before she could
complete the sentence, the manager pushed back his chair in anger and screamed,
"You doubt me, you doubt me. How dare you! Get out of my office now."
A harmless question was taken as an insult and the situation got completely out of
control. The manager thought that she was suspecting him when all she was trying
to do was clarify something.
Try this exercise to understand how pre-conceived ideas play on our minds.
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Read the chart and say the color out loudly, not the word for example the word
"yellow" is printed in green; therefore, you are expected to read aloud the color
which is "green" usually as most of us continue reading, we will end up reading
the word and not the color.
YELLOW BLUE ORANGE BLACK RED GREEN PURPLE
YELLOW RED ORANGE GREEN BLACK BLUE RED PURPLE
GREEN BLUE ORANGE BLUE BLACK GREEN ORANGE RED
3.
Emotional Barriers
One of the main barriers to open and free communications is the emotional barrier.
It deals mainly with fear, mistrust and suspicion. The roots of our emotional
mistrust of others lie in our childhood when we were taught to be careful about
what we said to others. I am sure most of us in our growing years have heard one or
the other of the following statements.
As a result many people hold back from communicating their thoughts and feelings
to others.
They feel vulnerable. While you need to be careful with certain relationships, you
also need not be over careful as this may result in slowing down the process of
effective and clear communication.
Rakesh had risen to the position of a team manager through sheer hard work. He
belonged to a conventional Indian family, where youngsters are taught to respect
older people.
He faced a serious problem at work. One of his team members, Krishnamurthy,
was a slightly elderly gentleman who was rather lazy and did not complete his work
on time.
As the team manager, he knew that he had to talk to Krishnamurthy and pull him up
for his laziness. However, he was unable to do so because Krishnamurthy was
much older. His upbringing (which had taught him to respect and fear elders)
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Cultural Barriers
Each country has its own culture. What might be considered polite behavior could
be considered rude in other places. In Japanese culture, it is considered proper
behavior for men to keep silent. If a man talks too much, he is considered
uncultured. This has created problems for the Japanese when they interact with
people from other cultures as they do not speak even when they need to.
With people communicating globally, it has become quite common to adapt to
global etiquette. For example, it is considered rude to burp after a meal, especially
in public.
Check this story out which is in total contrast to what we now follow as global
etiquette.
An Englishman, John Ernest, was exploring and writing about the lives of certain
nomadic tribes in the Middle East. He was invited to a feast by the head of a
particular tribe. The spread before him was impressive. He ate till he could eat no
more. His host was most courteous and hospitable and kept serving him
generously. Everything seemed to be going fine. Suddenly, John felt that his host
seemed to be expecting something from him. He immediately thanked him for the
lovely meal. However, his host did not seem too happy.
John continued to feel his host watching him expectantly. Half an hour passed in
this manner. Then suddenly his host yelled for the chef and to Johns shock, drew
out his sword to kill the chef.
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John was aghast, and couldnt stop himself from yelling out, "Why? What has he
done? I have never eaten such delicious food in all my life!" His host replied
angrily, "..but then, you havent burped even once! It only means one thing; the
food was not to your taste. My chef has disappointed me; he has failed to please
my guest, that is you, Mr. John."
This tribe firmly believed that if someone has enjoyed his meal, he should show his
appreciation by burping loudly. If he doesnt, it means that the food was not good.
John hastily explained that in his culture it was considered rude to burp and it had
nothing to do with the taste of the food which he had found exotic and delicious.
5.
Language Barriers
The language we use may also present barriers to others who are not familiar with
our expressions, slang and jargon. In a global market place the best way to make
another person feel good is to talk in their language.
We all know that countries like America and Britain outsource work to India.
However, we as Indians do not always understand their idiomatic expressions.
One example is that of a customer support representative (working in a call center
which gave support to an online purchasing company) who was very confused
while taking a call. A customer from America who had bought a watch recently
complained that his watch had "busted"; the representative understood it as
"bursted" and replied saying that it was impossible for a watch to burst! He failed
to understand that the customer meant to say that his watch had stopped working!
Incidentally, the verb "burst" has all its three forms as "burst" in British English;
however, "bursted" is an accepted form in American English.
An individuals command over language is also important. The use of difficult or
inappropriate words in communication can stop people from understanding the
message.
Poorly explained or misunderstood messages can also result in confusion. We can
all think of situations where we have listened to an explanation which we just could
not grasp. It is always better to express ourselves in clear and simple language.
6.
Physiological Barriers:
Physiological barriers may result from individuals' personal discomfort, caused, for
example, by ill health, poor eye sight or hearing difficulties.
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Radha and Ravi had been married ten years. For sometime, Ravi had felt that
Radha did not respond to him when he spoke to her. He suddenly remembered that
deafness ran in her family. He did not want to upset her by asking her whether she
was able to hear properly.
Worried, he met their family doctor and explained the situation to him. The doctor
told him that he could check this out discreetly. He asked Ravi to go home and
speak to her from a distance and check whether she responded.
Ravi got home to find Radha busy cooking. He yelled, "What is for dinner ?"
There was no reply. Worried, he moved closer and repeated the question. Still,
there was no reply. He kept yelling until he was really close to her. Looking very
worried, he shouted the question once again.
Radha turned around looking really angry. "What is wrong with you? How many
times do you want me to repeat that we are having chicken for dinner? Right from
the time you entered and yelled from the entrance, I have been shouting, chicken.
Are you deaf or what?"
To his dismay, Ravi realized that he was the one who was turning deaf!
Poor Listening will Certainly Result in Miscommunication.
It was getting close to 1 pm. Ajay, a technical support agent was on a call with a
customer. Ajay was helping him install a new program on his laptop. Mid-way
through the process, his friends started gesturing to him that it was time for lunch.
Ajay was distracted by them. He missed the customer asking him to explain the
step they were going through. Ajay continued giving instructions and finally asked
the customer if the program had been installed successfully.
Unfortunately, for Ajay, as he had missed a vital question, the whole process had to
be repeated before the installation was completed successfully. By the time he was
done it was close to 3 p.m. Had he listened carefully, he would have finished by
1.30 p.m! He could have saved precious time, both for the customer and himself.
The other misfortune was that the customer was so angry by the end of the call that
he complained about Ajay to his supervisor. It became a black mark on his record.
CHECK YOUR PROGRESS 4
1.
Of the various barriers to communication that you have learnt, which of them
do you feel are the most difficult to overcome and why?
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2.
Can you think of any situation where you have misunderstood words and
reacted differently? Write a few sentences about such an experience.
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Glossary
Assumptions:
Barrier:
Campaigning:
Clarify:
Complex:
Conventional:
traditional
Dismay:
Frustrating:
feeling annoyed that things are not happening the way you
want them to
Gesture:
Illusion:
Mutter:
Perceive:
Pre-conceived ideas: ideas or thoughts that are decided before the facts of a
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1.6
Receptive:
Vital:
necessary
Vulnerable:
Physical barrier
2.
Perceptual barrier
3.
Emotional barrier
4.
Cultural barrier
5.
Language barrier
6.
Physiological barrier
7.
Poor listening
Pre-formed ideas
Glossary
1.7
Empathize:
Nuances:
Perceptive:
LISTENING
Let us first understand what is meant by "listening" and also differentiate it from
"hearing".
Listening and hearing are not the same.
We hear all sorts of noises in the world around us, but we do not listen to them all.
For example, people who live near busy roads get used to the sound of traffic and
don't hear it anymore. These are not things we want to listen to so we 'tune them
out' and don't usually notice them.
Listening is a form of communication and is an active process. When you listen you
must get meaning from what is being said before you can respond
Listening is important to each of us because it enables us to:
When we listen to others we need to listen to the total meaning, that is, both the
content and the attitudes or feelings underlying the content. Therefore, even though
listening may appear effortless - we still need concentration and commitment to the
listening process.
Listening involves much more than hearing a message. Hearing is merely the
physical aspect of listening: it is a relaxed, passive and physical occupation that
needs little or no effort of mind or will. Thus, it is possible to hear sounds, for
example, the chirping of birds, while concentrating on other tasks.
Three events take place if hearing is to take place properly.
Listening, on the other hand, is a mental and active process and thus it is practically
impossible to do other tasks effectively at the same time. Listening involves the
three steps necessary for the hearing process but also has two additional steps. They
are:
Being attentive
active
Isolate:
TYPES OF LISTENING
Listening can be classified into many types. A few examples are given here in this
table.
TYPES OF LISTENING
NAME
DESCRIPTION
Active listening
Selective listening
Reflective listening
Biased listening
Comprehension listening
Critical listening
Empathetic listening
Inactive listening
Initial listening
3. Critical listening
4. Biased listening
5. Initial listening
Glossary
Criticize:
to say that someone or something is not quite right or the way they
should be
1.9
Evaluate:
Interrupt:
Mutual:
when two or more people have the same opinion about each other
Passive:
EFFECTIVE LISTENING
In order to improve our listening skills we need to be aware of the major barriers to
effective listening.
Some barriers come from the listeners themselves (for example, disinterest in the
topic), some from the sender (for example, a boring tone) and others from the
environment (too much noise).
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focusing on the poor delivery of the speaker rather than on what is being
said
day dreaming because of the difference between speech speed and thought
speed
"I have faced situations that were much worse than yours."
"I certainly would have behaved in a better way than you did. What you did
was bad."
"Just because you are the boss, you think that you can do anything, is it?"
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"Please go on..."
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2.
Raja works for a computer company. He always gets into trouble while
interacting with his customers. He seems to get most of the facts mixed up.
His problem is that he is not a good listener. Could you help him to become
an effective listener? Please give him a few tips.
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Glossary
1.10
Competence:
Genuine:
real; sincere
POWERFUL SPEECH
To pack power into your speech:
Avoid expressions that show you are not sure of yourself like "I guess" and
"kind of"
Remove expressions that show hesitation like "uh" and "you know"
Use active voice: "I will complete this report today" instead of "This report
will be completed by me today."
List three expressions, other than those mentioned in the text, that can show
hesitation.
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2.
Give two reasons for the need to pack power into your speech.
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Glossary
Credible:
1.11
LET US SUMMARISE
In this unit we have learnt that:
1.12
SUGGESTED SITES
http://ezinearticles.com/?Fundamentals-of-Communication&id=137356
http://lynn_meade.tripod.com/id193.htm
http://www.mindtools.com/page8.html
http://www.infoplease.com/homework/listeningskills1.html
http://esl.about.com/od/listeningquizzes/English_Listening_Comprehension_Quizz
es_for_ESL_EFL.htm
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