20HST103A CN - Communication Skills

Course Code: 20HST103A
Course Title: Communication Skills 1
Course Leader:
Bhuvana Kulkarni
bhuvaneshwari.tsld@msruas.ac.in
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©M. S. Ramaiah University of Applied Sciences Directorate for Transferable Skills and Leadership Development
Lecture
Communication Skills
At the end of this Lecture, students will be able to:
• Describe the process of communication
• Identify the nuances of communication skills
• Identify various barriers to communication
• Discuss appropriate methods to overcome barriers
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Content
• Process of communication
• Nuances of communication
• Barriers to communication
• Pointers to overcome barriers to communication
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Communication
Communication is:
• The imparting or exchanging of information by speaking, writing,
or using some other medium; a means of connecting people or
places
• A two-way process of reaching mutual understanding, in which
participants not only exchange (encode-decode) information,
news, ideas and feelings but also create and share meaning
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Importance of Communication
• Promotes motivation and improves performance

• Acts as a source of information for decision making
• Keeps a person informed, creates better attitude and helps in
socializing
• Helps control the behavior of a person towards a positive
outcome
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Components of the Communication Process
The components of the communication process include:

1. Sender: Initiates the communication
2. Receiver: The individual/ group to whom the message is sent
3. Channel/Medium: Carrier of the communication

4. Message: The outcome of the encoding, which takes the
form of verbal (written/oral words), or nonverbal aspects
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Communication Process/ Loop
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The Communication Process/Loop
1. This is the first stage of communication, where the idea is

formulated.
2. The message is ‘Encoded’ – put into a language or style
that suits the message as well as the recipient.
3. The message is ‘Transmitted’ - by speaking, calling,
writing, emailing or using one of many available
communication methods.
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The Communication Process/Loop (Contd.)
4. The message is received by the ‘Recipient’ – who listens to,
or reads the message
5. The Recipient ‘Decodes’ the message – by mentally

processing it in the form that makes sense to him/her
6. The message is ‘Understood’. This is the final step of the

process, and an important one
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Terminologies in Communication Process
1. Encode: The idea by selecting words, symbols, or gestures with

which to compose a message by the Sender
2. Decode: Translation of the message into meaningful
information by the Receiver
3. Feedback: Happens when Receiver responds to the Sender’s
message and returns the message to the Sender
4. Noise: Anything (perception, language, external sound etc.)
that alters the message
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Types of Communication
Verbal Communication
• Oral Communication
• Written Communication
Non Verbal Communication

• Sign Language
• Body
• Paralanguage
• Space
• Pause
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Forms and Channels of Communication
Forms Channels
Forms of communication signify that Channels are used for both forms of
communication follows a particular communication (formal and
format. informal).
Examples of Oral Forms: Examples:

• Conversation Face to face interactions
• Presentation Face to face meetings
• Speech Telephone
Examples of Written Forms: Video/Audio conferencing
• Letter E-mails
• Reports
• Proposal
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Listening
Listening is the ability to accurately receive and interpret

messages through oral communication.
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Importance of Effective Listening
A person who listens effectively:
• Maintains strong organizational relationships
• Delivers products more effectively
• Is innovative because he/she is open to new

ideas
• Manages growing diversity
• Is well informed about the organization and

up to date with tasks
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Comprehensive/Active Listening
Listening to understand the message of a speaker, as when we
attend a classroom lecture or listen to directions for finding a
friend’s house.
Focus on :
• Content
• Understanding the meaning
• Interpreting non-verbal cues such as:
Facial expression
Posture
Gesture
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Communication Barriers
The following are barriers to communication:
1) Environmental Noise
2) Physiological Impairment
3) Psychological Barriers:
• Pre-judgment
• Self-centeredness
• Selective listening
• Distraction
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Ways to Overcome Communication Barriers
• Clear, concise, courteous and correct communication
• Choice of right medium/channel
• Use of appropriate language
• Good organization structure
• Empathetic listening
• Avoid judgement
• Good interpersonal relationship
• Seek and offer feedback
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Communicating with Different Stakeholders
at Work
As an employee, important stakeholders would be your:
• Boss (Immediate Supervisor)
• Colleagues/ Team-mates
• Top management
• Colleagues in other departments/units/offices/locations
• Customers
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Communicating with Different Stakeholders at
Work (Contd.)
• Guidelines to keep in mind:
• Always show respect in your behavior and language
• Maintain confidentiality of sensitive information
• Do not speak ill of anyone
• If you have an issue with a particular person, express it
assertively (and not aggressively); be honest but diplomatic
• Be willing to go beyond your job description – an attitude of
“this is not my job” will not take you far
• If you need more time to complete a given task, communicate
the same to the concerned stakeholder well before the deadline
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Summary
• Communication is the imparting or exchanging of information by
speaking, writing, or using some other medium
• Communication Components are: Sender, Receiver,
Channel/Medium, Message
• Verbal and non-verbal are the basic types of communication
• Listening is the ability to accurately receive and interpret
messages through oral communication
• A communication barrier is anything that prevents from
receiving and understanding the message as intended by the
Sender
• Ways to overcome barriers include: Clear, concise, courteous
and correct communication
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References
Books:
1.Hory Sankar Mukerjee, 2014, Business Communication-
Connecting at Work, New Delhi, Oxford University Press
Websites:
• https://www.bastiansolutions.com/blog/index.php/2013/02/1
5/5-dos-and-donts-of-communication/#.WVsmnDUo3K8
• http://wecommunication.blogspot.in/2014/07/the-
conversation-process.html
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Course Code: 20HST103A

Course Title: Communication Skills 1

• Promotes motivation and improves performance

The components of the communication process include:

3. Channel/Medium: Carrier of the communication

1. This is the first stage of communication, where the idea is

5. The Recipient ‘Decodes’ the message – by mentally

6. The message is ‘Understood’. This is the final step of the

1. Encode: The idea by selecting words, symbols, or gestures with

Non Verbal Communication

Examples of Oral Forms: Examples:

Listening is the ability to accurately receive and interpret

• Maintains strong organizational relationships

• Delivers products more effectively

• Is innovative because he/she is open to new

• Manages growing diversity

• Is well informed about the organization and

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