Communication

Communication is the transmission of information, ideas, emotions, skills, etc., by the use of
symbols, words, pictures, figures, graphs, and other means.
These are a few definitions giving different approaches to communication:
It is the act or process of transmission that is usually called communication” (Berelson and
Steiner, 1964).
Communication is the process by which we understand others and in turn endeavor to be
understood by them. It is dynamic, constantly changing and shifting in response to the total
situation (Anderson, 1959).
Communication is commonly defined as “the imparting or interchange of thoughts, opinions,
or information by speech, writing, or signs”. Communication can be perceived as a two-way
process in which there is an exchange and progression of thoughts, feelings or ideas towards a
mutually accepted goal or direction.
There are three major parts in human face-to-face communication. They are body language,
voice tonality, and words. According to a research,
 55% of impact is determined by body language—postures, gestures, and eye contact,
 38% by the tone of voice,
 7% by the content or the words used in the communication process.

Types of Communication
The two primary forms of communication are verbal and nonverbal.
Verbal communication
A dialogue is a reciprocal conversation between two or more entities under which the oral
and written communication take place.
Nonverbal communication
Nonverbal communication is the process of communicating through sending and receiving
wordless messages. Such messages can be communicated through gesture, body language or
posture, facial expression and eye contact. Nonverbal communication plays a key role in every
person’s day-to-day life, from employment to romantic engagements. It includes pictures,
drawings, charts, signs, symbols, body language, sounds and visuals.
Process of Communication
Communication is a dynamic process that begins with the conceptualizing of ideas by the
sender who then transmits the message through a channel to the receiver, who in turn gives
 the feedback in the form of some message or signal within the given time frame. Thus, there
are seven major elements of communication process:

1. Sender: The sender or the communicator is the person who initiates the conversation and has
conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain words or
non-verbal methods such as symbols, signs, body gestures, etc. to translate the information
into a message. The sender’s knowledge, skills, perception, background, competencies, etc.
has a great impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to
convey. The message can be written, oral, symbolic or non-verbal such as body gestures,
silence, sighs, sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to
convey his message to the recipient. It must be selected carefully in order to make the
message effective and correctly interpreted by the recipient. The choice of medium depends
on the interpersonal relationships between the sender and the receiver and also on the urgency
of the message being sent. Oral, virtual, written, sound, gesture, etc. are some of the
commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He tries
to comprehend it in the best possible manner such that the communication objective is
attained. The degree to which the receiver decodes the message depends on his knowledge of
the subject matter, experience, trust and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the
best possible manner. An effective communication occurs only if the receiver understands the
message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It increases
the effectiveness of the communication as it permits the sender to know the efficacy of his
message. The response of the receiver can be verbal or non-verbal.
Channels of Communication
In any work place all forms of communication are routed through different types of channels
according to the nature and purpose of communication. The following are the channels /
directions of communication used in workplaces.)
1) Downward
2) Upward
3) Horizontal
4) Diagonal

Downward communication follows the hierarchical order from the higher to the lower level.

Upward communication starts from the lower levels and goes up to the higher level.

Horizontal communication takes place between employees of equal ranks and

sometimes among the peer groups.

Diagonal communication happens across all official cadres and no hierarchy is followed.
This is also known as grapevine communication. This is a mode of informal, unofficial but
effective way of communication.
 Technical Communication
It refers to the exchange of technical and scientific knowledge through writing, speech, and
other mediums, addressed to a specific audience.
The value that technical communicators deliver is twofold: They make information more
useable and accessible to those who need that information, and in doing so, they advance the
goals of the companies or organizations that employ them. The following examples illustrate
the value of the products technical communicators produce or the services they provide.
 Software instructions help users be more successful on their own, improving how easily those
products gain acceptance into the marketplace and reducing costs to support them.
 Medical instructions help patients and care-providers manage a patient’s treatment,
improving the health of the patient while reducing costs and risks associated with incorrect
care.

Interpersonal communication

 Interpersonal communication is the process by which people exchange information,

feelings, and meaning through verbal and non-verbal messages: it is face-to-face
communication.
 Interpersonal communication is not just about what is actually said - the language
used - but how it is said and the non-verbal messages sent through tone of voice,
facial expressions, gestures and body language.
 When two or more people are in the same place and are aware of each other's
presence, then communication is taking place, no matter how subtle or unintentional.
 Without speech, an observer may be using cues of posture, facial expression, and
dress to form an impression of the other's role, emotional state, personality and/or
intentions. Although no communication may be intended, people receive messages
through such forms of non-verbal behaviour.

Barriers to Communication
Communication is not always successful and there are a few factors that barrier
communication. Anything which acts as a threat or hinders communication is a
communication barrier. Some of them are explained below:
Language Barriers to Communication
Language is the medium through which communication takes place. It is used to convey the
thoughts and feelings through a system of arbitrary signals, such as voice, sounds, gestures, or
written symbols. A language barrier is any linguistic limitation that creates confusion or
prevents comprehension. The language barriers include:
 Improper message
 Confusion resulting from homophones and spelling
 Wrong translation
 Assumptions
 Bombastic or ostentatious and technical jargon
 Accent
Personal Barriers to Communication
Personal barriers to communication are factors which are personal that negatively impact
effective communication. A personal barrier is a result of experiences or factors such as
attitude, health, emotion and behaviour. Look at the following factors:
 Physical inconvenience
 Passive listening (lack of attention) / Selective listening
 Individual perception
 Lack of confidence
 Improper time management
 Fear of superiors
 Malfunctioning of the aids
Organizational Barriers to Communication
The Organizational Barriers refers to the hindrances in the flow of information among the
employees that might result in a commercial failure of an organization as given here:
 Strict seniors / boss
 Status problem / ego
 One way communication
 Rigid rules
 Job pressure
 Poor working environment

How to overcome these barriers?

1. Be clear and precise.
2. Let the sentences be short and simple with easy words.
3. Speak at a normal pace.
4. Improve concentration and active listening skills.
5. Plan your schedule and act accordingly.
6. Avoid being egoistic and give way for suggestions.
7. Know your audience / listener.
8. Appreciate feedback.

The Four Skills in Communication (LSRW)

Language is never learnt. It is acquired. If one wants to acquire language, he / she should follow
a natural way of learning things. As a child, we ‘listen to’ the language spoken around us for 3
years. At the second stage, we ‘speak’ in broken words and sentences for a couple of years. At
the third stage, we ‘read’ some picture books. Even alphabets are remembered as pictures. It is
only in the last and fourth stage that we learn to ‘write’. Thus, to say, L-S-R-W (L – Listening,
S – Speaking, R – Reading, W – Writing) is the natural way of acquiring language.
We shall now have a detailed look at each of the communication skills.
Listening
Though 45% of our communication is listening, it is the most difficult one to practice. One
should know the difference between Listening and Hearing. Listening is an active process
wherein we concentrate and retain the information listened to, while hearing is a passive
process wherein the listener does not want to retain any information. Hearing refers to
 one's ability to perceive sounds, by receiving vibrations through ears. Listening is something
done consciously, that involve the analysis and understanding of the sounds you hear. Hearing
is an ability while listening can be a skill.
Some of the barriers to listening are external noise, personal distraction, inappropriate place
and time, information overload and selective listening. To avoid listening barriers, one can
practice active listening. Active listening involves uninterrupted listening, concentration,
asking questions and observing the non-verbal cues and the ability to restate the message.
Listening types can be defined by the goal of the listening.

The three main types of listening most common in interpersonal communication are:

 Informational Listening (Listening to Learn)

 Critical Listening (Listening to Evaluate and Analyse)
 Therapeutic or Empathetic Listening (Listening to Understand Feeling and Emotion)
In reality you may have more than one goal for listening at any given time – for example, you
may be listening to learn whilst also attempting to be empathetic.

Informational Listening:

Whenever you listen to learn something, you are engaged in informational listening. This is
true in many day-to-day situations, in education and at work, when you listen to the news,
watch a documentary, when a friend tells you a recipe or when you are talked-through a
technical problem with a computer – there are many other examples of informational
listening too.

Although all types of listening are ‘active’ – they require concentration and a conscious effort
to understand. Informational listening is less active than many of the other types of
listening. When we’re listening to learn or be instructed we are taking in new information
and facts, we are not criticising or analysing. Informational listening, especially in formal
settings like in work meetings or while in education, is often accompanied by note taking.

Critical Listening:

We can be said to be engaged in critical listening when the goal is to evaluate or scrutinise
what is being said. Critical listening is a much more active behaviour than informational
listening and usually involves some sort of problem solving or decision making. Critical
listening is akin to critical reading; both involve analysis of the information being received
and alignment with what we already know or believe. Whereas informational listening may
be mostly concerned with receiving facts and/or new information - critical listening is about
analysing opinion and making a judgement. Many day-to-day decisions that we make are
based on some form of ‘critical’ analysis, whether it be critical listening, reading or
thought. Our opinions, values and beliefs are based on our ability to process information and
formulate our own feelings about the world around us as well as weigh up the pros and cons
to make an informed decision.

It is often important, when listening critically, to have an open-mind and not be biased by
stereotypes or preconceived ideas. By doing this you will become a better listener and
broaden your knowledge and perception of other people and your relationships.
Therapeutic or Empathic Listening:
Empathic listening involves attempting to understand the feelings and emotions of the
speaker.

Empathy is a way of deeply connecting with another person and therapeutic or empathic
listening can be particularly challenging. Empathy is not the same as sympathy, it involves
more than being compassionate or feeling sorry for somebody else – it involves a deeper
connection – a realisation and understanding of another person’s point of view. Counsellors,
therapists and some other professionals use therapeutic or empathic listening to understand
and ultimately help their clients.

Speaking
To be an effective speaker one should follow the following rules:
 Use appropriate vocabulary.
 Use words in correct order.
 Check the stress, rhythm and intonation accordingly.
 Use simple language and avoid ostentation.
 Avoid hanging thought, relate whatever you say.
 Know your listener / audience.
 Avoid slang and unparliamentary words.
 Synchronise the body language and words.
 Be slow, if you doubt your pronunciation.

Types of Public Speaking

1. Ceremonial Speaking

Ceremonial speaking is when you give a speech on a special occasion. For instance, a
graduation speech or an office party. These types of speeches often involve a personal or
emotional connection to the people you are speaking to.

2. Demonstrative Speaking

If you are in the technology field, or any field where processes are part of your work -
demonstrative speaking is a skill you will want to cultivate. Demonstrative speaking is simply
put - explaining how to do something.

3. Informative Speaking

Informative speeches are those that simply give vital company-wide or team information. An
informative speech is the transferring of data and information from one person to a group.

Reading
Reading is the process of decoding the symbols on the page (print or electronic) for a
meaningful comprehension. It is the interaction between the text and the reader. Reading is
typically an individual activity, although on occasion a person will read out loud for the benefit
of other listeners. It is not always necessary that we understand every word that we read.
Reading is effective only when
 The reader can distinguish sounds of the language.
 The reader is fluent so as to remember what he has already read.
 The reader deduces the meaning of the vocabulary used in the text.
Reading is of four types:
1. Skimming — It is to gather the most important information by running the eye over
the text. One tends to read the title, sub titles and topic sentences. Skimmers will not
look for minute details. Pictures, graphs and charts help in additional understanding of
the text.
2. Scanning — It is to find a particular piece of information. The scanner scans the text
until he finds what he was looking for. For example, Sachin Tendulkar’s fans would
scan the sports column to know how many runs he scored in how many overs. It is also
like finding the phone number of Mr. Ramarao who belongs to Ranipet from the
directory. We also scan for the expiry date when we buy a product.
3. Reading for thorough comprehension — It is when the reader wants to gain the
complete knowledge or information in the text. The reader tries to understand the
relationship between the ideas of the text including the author’s purpose.
Vocabulary enhancement takes place unknowingly.
4. Critical reading — Critical reading takes place when the reader tends to make
judgment on the piece of work. The reader here comes up with various questions and
arguments. It is done to understand the author’s purpose of writing the text and language
used.
Writing
Writing is when we put our thoughts in words on a paper or computer screen. It is considered
to be the most difficult skill and therefore is less preferred. Writing is usually more formal and
therefore the writers have to be more careful about the grammatical rules, syntax and lexical
items. If the writing is comprehensible and creative then the writer has achieved the
purpose. Since nonverbal expressions are generally avoided in formal writing one should use
proper punctuation so that the reader can arrive at what the author is trying to convey.
This book focuses on the Reading and Writing skills of the learner with a mention of the
phonetic symbols on learning which the learners can refer to the dictionary to know the correct
pronunciation of the words whenever they are in doubt. A few words are also given as examples
to distinguish bewteen the British and American pronunciation.
Precis Writing
Precis writing is summary making. It is an exercise of compression. A precis writing is a gist
of any passage in as few words as possible. A precis should mention all important details of
the original paragraph so that anyone who is reading it is able to understand the idea of the
original passage. One should avoid mentioning events that aren’t essential when attempting a
precis without changing the crux of the subject matter. In precis writing, you must be carefully
objective and maintain the theme of the passage without excluding the important points.
Comprehend the passage carefully to conclude about what is important in an article or a story.
You might take a while to read it the first time, but as you keep reading it, the later times might
just be an easy skim over the pages. Precis writing requires a very strong understanding of the
story/ text to convey the same message in a miniature form.
The parameters to judge precis writing:
 Accurate and Precise
 Clear and coherent
 Well connected
 Original
 A suitable title