Communication &

Interpersonal Skills
 Definition
Use of effective language for
conveying a technical / commercial/
industrial message to achieve a
predetermined purpose
Communication is the method by which people
share their ideas, information, opinions and
feelings. Commonly used, the term
communication refers to information sharing.
We share language, thoughts, feelings and
behaviour but each is filtered through a unique,
individual mind. In its broadest sense,
communication is not simply the transmission
or reception of messages or responses but a
relationship between individuals. When
communication occurs inside a single person,
the sharing of thoughts and feelings with the self
is called intrapersonal. Between two or more
persons, communication is interpersonal.
 Communication Goals
To change behavior

To get and give

To get action
Information

To persuade To ensure understanding

 Process
Common Frame of
Reference
Sender Message Receiver Response

Channel

Sent Received
Semantic Gap
Feed back
 Steps
Sender Receiver

Ideation Receiving
Encoding Decoding
Transmission Action
Acceptance
Typical features of communication
Two way process
Continuous/Ongoing
Functional
Irreversible
Contextual
Complex
Inevitable
 Types
Communication

Verbal Non verbal

-Signs
Oral Written -Symbols
-Body Language
 ORAL
• Face – to – face • Conference/

• Telephonic Symposium
• Group • Panel Discussion

Meeting • Presentation

• Seminar • Interview
ORAL COMMUNICATION
Advantages Limitations
Adjustable Future ref not
Clarifier possible
Time Not-effective if
Persuasion & poor speaker
control Not suitable for
Formality lengthy details
Convenient / Distortion
reliable for Poor retention
Groups
 WRITTEN
E - mail Letter
Fax Report
Memorandum Proposal
Notice Research paper
Circular
Press release
Written Communication
Advantages Limitations
Most wanted Limited to only
Permanent Literates
Legal evidence Time consuming
Accurate Formal
Suitable for Delayed feedback
lengthy &
complicated
messages/commu
nication
 Body Language
Kinesics– Branch of learning
Kinesics – the study of nonverbal body
motions as a systematic node of
communication
People trust their ears less than their eyes.
– when a speaker’s body language is
inconsistent with their words the listeners
will tend to believe their eyes
 BODY LANGUAGE
(KINESICS)
Aspects

• Personal
Appearance Non verbal cues
• Facial Expression or
• Posture
Visible codes
• Gesture
• Eye Contact
 PARALANGUAGE
Defined as “how” of language
Includes volume
Pitch Pronunciation
Modulation Articulation
Stress Tone
Intonation Pauses
Speed
 Technical
Communication/General
purpose communication
General purpose communication is
concerned with the world at large.
Technical (business) communication
is specifically concerned with well
defined business activities.
Characteristics of Technical
Writing
 Clear – unambiguous

 Concise – direct, precise

 Correct – specific, accurate

 Complete – self contained

 Courteous – cordial, polite

 Impartial and objective

 Difference between general
purpose and technical
communication
General Purpose Business
Structure flexible Rigid
Content (any) Business,industrial
Layout (flexible) technical
Audience (not Only to specific
always specific) Mostly objective
Nature (not
always objective)
COMMUNICATION BARRIERS
Definition
Errors, misunderstandings and several
other factors that prevent us transmitting
our ideas meaningfully causing
communication failure.
 Barriers to communication
jargon
disabilities
age
status
lack of empathy
unclear or incomplete messages
lack of time
poor spelling - inaccurate sentence
structure.
COMMUNICATION BARRIERS

Classification
Barriers in Intrapersonal
communication
Barriers in Interpersonal
communication
Barriers in organizational
communication
 Intrapersonal Barriers
-usually stems from wrong assumptions.

Rigidity of thought
Unclarified assumptions
Different perceptions of reality
Premature evaluation of message
Negative attitude (source, message, person)
Fear of the unknown
Inferiority/ superiority complex
Lack of interest
Categorical thinking- ‘Know it all’
Choice of Words
 Interpersonal Barriers
Absence of common frame of reference
Presence of noise in channel
Cultural differences
Display of intense emotions
Poor listening
Poor synchronization of verbal and non-verbal
cues
Vague objectives
Choice of wrong variety of language
Semantic differences
Psycho-physical factors
 Organizational Barriers
Hierarchy in organization
– Delay
– Distortion
– Alteration
Superior-subordinate relationship
Interpretation
Grapevine
Information overload
Too many transfer stations
Fear of superior perception
Negative attitude in organization
Misunderstood application of freedom
Overcoming Communication
Barriers
Feedback - enables communication to
become a two way process with both the
sender and the receiver trying to achieve
mutual understanding
Consider the words used - long
complicated sentences and unfamiliar
words confuse people. Communication
should be clear, complete, concise,
concrete, correct and courteous.
Overcoming Communication
Barriers
Use repetition - repeating messages
several time using different examples can
help others to understand the messages
being sent
Empathy - seeing a situation from another
person's viewpoint and trying to
understand others opinions concerns and
attitudes makes better communicators
Overcoming Communication
Barriers
Timing - poor timing can result in messages not
being received effectively
Being positive rather than negative helps make
communication more effective
Select the best location - talk somewhere that
will encourage open communication not a noisy
shop floor or a busy office
Check written communication for spelling errors
and ensure the sentences are clear, concise
and not ambiguous
 Steps involved in solving a
Communication Problem
Identify the Problem
Discover the Cause(s)
Evaluate the alternative solution
Select and apply the best solution
Follow through
Tips for effective presentation
Know thyself! (Read thy subject of discourse!)
Be focused
Brevity is the soul of wit
Know your audience
Infuse your words with an earthiness that will appeal
to a wider audience.
Create the right ambience
 Tips contd…..
Be sincere in your utterances.
Be positive. Believe in your self.
Bring alive and exploit the magic in and of
words.
Reach out to your audience.
Class Assignment
Write on the topic “ Importance of English
Language as means of communication”.