1) WHAT IS COMMUNICATION.

Communication is the way or the mode through which we make people

understand what we want them to understand.
E.g.: By crying, small children make their mothers understand that they
are hungry.
By licking our feet and wagging its tail, dogs communicate that they
like us and that they want us to pamper them.
Effective communication is to communicate in such a way as to
influence others to our way of thinking.

2) TYPES OF COMMUNICATION.
a) Oral communication
b) Body language.

3) ORAL COMMUNICATION.
a) Speaking skill.
b) Listening skill.

4) SPEAKING SKILLS.
a) The intent: We should always have the intention to please the listener.
We should derive pleasure in speaking to others.
b) The content: We should know what we are speaking about.
c) Body language: We can be more effective by using our hands,
shoulders, eyes etc, appropriately.
5) LISTENING SKILLS.
a) The intent: We should be keen to understand and learn what others
want to tell us. The speaker will loose interest in speaking, if we do
not show any interest in what he/she is speaking. We can reflect our
interest by asking relevant questions, by emoting etc.
b) Body language: We can also show our interest through our body
language like visible facial expressions, voice, etc.

Why do we communicate?

• To give or seek information

• To influence others
• To build up relations
• To express feelings
• To avoid misunderstandings

Non verbal communication

• Bodylanguage
• S – sitting squarely
O – open posture
L – lean forward
E – eye contact
R – relax

Guidelines for effective verbal communication :

# Be clear about the objective

# Plan and organize before you talk
# Think of 5 Ws and 1 H
Why? How?
Where?
When?
Whom?
What?
# Make sure that the other person is listening to you and at the same time
listen when the other person is talking to you.
# Be clear and brief.
# Speak at optimum pace.
# Pause at appropriate time.
# Give examples, narrate experiences etc. whenever it is required.

Effective Communication Skills

For a success seeker like yourself, it is imperative that you not only generate
new ideas but also are able to communicate those ideas well to your
listening audience. Here are 5-step guide to "Improve your communication
skills".

Rule 1- Be Effective
Effective communication hinges on people first understanding your
 meaning and then preferably replying in the direction you would
like it to go.
To do that, remember you need to be a source of information,
prepare your arguments well before you put up matters for
discussion

Rule 2- Recognize Barriers

In any interaction, there is always an involvement of at least two
parties, each of whom have different attitudes resulting in different
point of views. Listen well.
Effective communication first requires recognizing the existence of
these barriers and then working towards overcoming those barrier

Rule 3- Message Clarity Is The key

Be clear in your own mind about what you want to communicate
Deliver the message succinctly ∓ ensure that the message has
been clearly and correctly understood

Rule 4- Choose The Right Method

While communicating any message, give serious thought to the
medium you choose - written or oral.
For speed and convenience, oral form of communication is the best,
where as if you have something more formal, orderly and
permanent to convey then a typed document is the ideal way out.

Rule 5- Be Sensitive To Cultural Issues

Remember you are talking to people and people have feelings
which need to be respected
While Asians and Japanese like to be more restrained in gestures,
their Australian and Latin American counterparts appreciate the use
of gestures in conversations, where as Americans like to put their
point across through slogan

Hope this 5-step guide would have given you an insight into the art (some
also call it science) of communication. So next time you want to
communicate and influence people, you know exactly what to do.
In a group situation, oral communication involves the following basic tasks:

1. Listening
2. Observing
3. Speaking
4. Questioning
5. Responding
6. Explaining
And, to be a good communicator, you need to be sensitive to the importance
and dynamics of each one of these tasks.

Body Language

When you attend an interview, you send messages that are a combination of
verbal and non-verbal cues. When what you say and what you do conflict,
your interviewer tends to believe what they see, not what they hear.
Here are a few tips on body language for attending an interview:
Maintain eye contact, but don't stare: If your gaze is too intense, it may be
perceived as being aggressive. On the other hand indirect eye contact can
imply disinterest or embarrassment. Dearth of eye contact may also indicate
lack of confidence or lack of conviction in whatever you are stating.
Listen respectfully, and use verbal cues to show you're following the
message. Remember that you can also read the mind of your interviewer, by
looking actively for their non-verbal cues. By understanding and shaping
your non-verbal communication to meet your interviewer's verbal and non-
verbal messages, you can better influence and guide them to satisfactory
solutions. Try and figure out whether the interviewer is asking you a
question to challenge you, or to test your knowledge, or simply to check for
clarity. Nodding your head or using sub-verbals like "uh-huh" or "um" show
you comprehend what's being said. Avoid prolonged silence - it could appear
as if you've stopped listening.
Don't use "closed" gestures: For example, crossing your arms, putting your
hands in your pockets or clenching your fists. These actions make it appear
as if you don't want to understand what the interviewer is saying.
Use your posture to indicate interest: Lean in slightly to show
attentiveness, and that you really want to understand. If you lean back, you
are creating distance and showing disagreement or discomfort. It could also
be interpreted as being casual and disinterested.
Your facial expressions should convey friendliness and openness:
Remember, your face communicates, even when you don't. Biting your nails
during the interview will indicate that you are nervous and under pressure
even if you try to force a smile. Remember - a forced smile will look
phoney. If you are not sure about a particular question, do not begin to
scratch your head or give a puzzled look. Buy time by asking the interviewer
to repeat the question or seek for clarity in finding out what exactly he wants
to know. However, do not overdo this since the interviewer is smart and will
know that you are trying to buy time. If you are sure that there is a particular
question to which you do not have any answer, just tell him so rather than
beating around the bush.
Beware of odours: Strong perfumes and colognes can be offensive, and
some interviewers may be sensitive or allergic to them. Also realise that the
lingering smell of cigarette smoke can offend others.
Dress appropriately: Cleanliness and neatness communicates competence.
Carry your files in a folder or a briefcase. Do not hold papers and certificates
shabbily. Dress formally if the corporate culture of the organisation so
demands. Pay attention to your shoes and see that they are clean and
polished well. Avoid, jazzy hairstyles and loads of jewellery, as it indicates a
lack of professionalism.

All the best for the interview!

PC 1. THE PROCESS OF COMMUNICATION

OBJECTIVES

This unit deals with the basics of communication and how using this
knowledge you can become effective communicators. After doing this unit
you will be able to:

• know the meaning and definition of communication.

• understand the model of communication and its components and the

steps involved.

• know the importance of and skills involved in oral communication.

• appreciate why communication fails and how we can avoid that

failure by being good senders and receivers

1.1 COMMUNICATION DEFINED

The word communication comes from root ‘Commun’ which means

‘together’. The communication process involves sharing of information,
ideas etcetera. It is a two-way process indicating a relationship between
and/or among two or more persons, culminating in complete understanding
of the message conveyed at one end and received at the other.

Communication is the art and science of conveying messages

completely from one human being to another. Wherever there is human
contact, there is communication – be it talking, arguing, exchanging ideas,
voicing opinions, disagreeing, chatting or listening. In a way each one of us
has been communicating since birth yet very few of us can claim to be good
communicators, most of us barely reach the survival level.

In order to understand the process, let us begin by clearing some

definitions.

• Communication may be defined as the transfer of

intended meaning.

• Effective Communication then is getting the message

across so that it is fully understood the way it was intended
to without any additions deletions or modifications.
 • Style may be defined as a predictable pattern of behaviors
which are frequent, repetitious and consistent.
Communication involves exchange, participation, adoption,
sharing and interaction. In this process, where the meaning of the
message is generated at both the ends, sending and receiving both
assume importance.
The three major players in the game of communication are – the
sender, the receiver and the objective. A more complete model of the
communication of the communication process was offered by
Shannon-Weaver
1.2 MODEL OF COMMUNICATION

Field of Experience Field of Experience

Feedback

Sender Encode Channel Decode Receiver

.

Feed back

Noise
 Shannon -Weaver Model of Communication (1953)

Looking at the model, we can see that in the communication process,

the following are the key components-

a. The Message: what is said

b. Sender: who is transmitting the message
c. Receiver: who is receiving the message
d. Paralinguistic Features: what the message reveals about the
sender
e. Appeal: the main purpose of the message

The Communication process involves six steps -

1. The sender selects the message, composes it into a transmittable fact. The
way the sender does this depends upon his objectives, abilities, past
experiences, attitude, social and cultural parameters.

2. The sender selects the CHANNEL through which he wishes to transmit

the message. The shape, size and coding of the message depend on the
channel selected. Obviously, the same content will be packaged
differently for face-to-face communication or for fax/telephone.

3. The ‘encoded’ message is transmitted.

4. The receiver receives the message.

5. Having received the message, the receiver ‘decodes’ the message. The
receiver is expected to make effort to draw the meaning as it is intended
by the sender.

6. The receiver provides the feedback. He responds by filing the information

in his memory by accepting it or rejecting it, or asking for further
information or clarification. It is obvious that every time a message is
decoded, action follows. It is only when the feedback is received that the
two-way communication is established and the loop is closed.
1.3 WHY COMMUNICATION FAILS?

In the world around us, communication failures are more a rule than
an exception. While we know that communication has failed, we
seldom know why? If sufficient attention is paid to analyse the causes,
further mishaps can be prevented. Communication between two
human beings can break down because any one/several of the factors
mentioned below.

Physical Factors

• Environmental factors: noise, poor lighting etc.

• Spatial position between the sender and the receiver
• Physical discomfort: ill health, fatigue
• Linguistic inadequacy.

Linguistic Factors

• Unfamiliar terms & expressions

• Individual pronunciation
• Images & examples used
• Lack of adequacy in comprehension

Intellectual Factors

• Lack of Authenticity in the message

• Lack of Conviction
• Poor Logical Organization
• Irrelevant context
• Redundancies

Psychological Factors

• Unpleasant/unrewarding experiences
• Verbalism
• Unfulfilled Curiosity
• Disinterest
• Prejudice
• Anxiety

Background Factors

Educational
• Cultural
• Conceptual
Perceptual
• Fields of Experience

The list is quite comprehensive and self-explanatory. Many of these

barriers can be overcome if the sender designs his message with the receiver
in mind. Always use simple language; exploit graphics and visuals and
employ different channels of communication. In a group situation, the sender
should ensure comfortable seating arrangements and good visibility of the
media used. The sender should motivate the receiver by keeping him in
focus and by taking constant feedback.
1.4 THE SENDER AND THE RECEIVER

It is clear that we need to be aware of the two distinct roles of the

sender and the receiver. Each one of us is the receiver at the same time.
Although we have to perform both roles we may be naturally more adept in
either one of these tasks. This becomes clear from the cues received from the
people around us. Often we hear people say, “Oh, he is very good at
explaining” or “he is a good listener”. If you are a good receiver, you will
find people coming to you with all sorts of problems and if you are a good
sender, then people around you depend on you to be their spokesman.

1.4.1 ON BEING A GOOD SENDER

Let us see what makes a good sender-

• Be clear about what you want to communicate including the

underlying connotations.
• Use the simplest possible language to avoid complicating the
information. Control the flow of information.

• Avoid speaking continuously, give the receiver a fair chance to

react, ask questions etc.

• Try to be as concrete in your message by using good

appreciable examples.

• Do not attack or ridicule the receiver if he has difficulty in

understanding your message. Chances are your message is not
framed properly.

• Show respect for the receiver. Look at the person and keep
constant eye contact. Remember people like to be ‘talked to’ and
not ‘talked at’.

• If you have an uncomfortable topic to broach become even

more polite and caring.

• Be sensitive to the receiver’s feedback. Look for signs of

confusions, irritation, disinterest etc.

• Be involved in what you are saying. If you yourself are

distracted, you can hardly expect the communication to succeed.

• Be truthful, do not exaggerate or use unnecessary exclamations.

Using too many superlatives (super, great, best) is interpreted as
being immature and in poor taste.

• Make sure your words match your body language.

• Make effort to speak clearly, separating each sound and cluster

of sounds carefully.

• Make sure the receiver has understood. For very important

messages, ask the receiver to repeat or recapitulate the message.
1.4.2 ON BEING A GOOD RECEIVER

Let us now see what makes a good receiver –

• Look at the sender while he is speaking to you.

• Try to grasp the full meaning of the message. This is best done
by placing yourself in the sender's place.

• Be positive. Look for points where you can agree rather than
disagree with the sender.

• Do not look for points to argue about just for the sake of
arguing.

• At the end of the message give a quick summary of the message

to clarify yourself and reassure the sender.

• Give continuous feedback with eyes, nodding of the head etc.

• Let the sender complete his message. Do not interrupt. This

may disturb the thought process of the sender and the message may
be left incomplete.

• Do not go by the impression you have formed of the sender.

Even previous experiences should be overlooked at the time of
receiving a communication. Those decisions can be taken at the
action stage.

• Show respect for the sender.

• Do not have a negative attitude towards the sender conveyed

through unnecessary smiles or sarcastic ‘oofs’ and ‘umms’.

• Do not change the subject before it is complete.

• Do not fidget with articles with you (keys, bag, pen, paper etc.).
This will distract the speaker and make the communication difficult
particularly if he is broaching a difficult subject.