REMO INTERNATIONAL

COLLEGE

B.Sc & BBA

II YEAR /III SEM

LECTURE NOTES
COMMUNICATIVE SKILLS

MS.S.ARCHANA
ASSISTANT PROFESSOR
 UNIT 1
COMMUNICATION

Fundamentals of communication
No group or Industry can exist without communication. The communication is
transference of meaning among its members. It is only through transmitting meaning
from one person to another that information and ideas can be conveyed.
Communication however is more than merely imparting meaning. It must be
understood as well. An idea no matter how great is useless until it is transmitted by
one person and is understood by others. Thus communication = interference +
understanding of meaning.
Thus, in practice effective communication is a basic pre-requisite for the attainment of
organization goal. The process of communication involves
1. Sender 2.Receiver 3.Feedback 4. Media communication

What is communication?
Communication is to send a message to other people. Imparting or exchanging
information between two or more people. Within a small family firm there was a
greater understanding between people and a formal training in communication
methods was not considered necessary.
A firm which tends to or seems to ignore its employees is definitely heading for
trouble. One of the ways to avoid this is to have a proper communication set – up.
It is an atmosphere. It has to be created and worked at. In the absence of a favorable
atmosphere, misunderstanding flourishes, and brings with it inefficiency, friction and
failure.
Communication takes many forms. If we are with another person, we are
communicating. We have no choice in such a situation – we cannot communicate.

Understand the principles of communication:

First principal of communication:

Every interpersonal behavior is a communication. Everything we do in the presence

of another person gives out a message. We have a choice over our actions, but no
matter how hard we try, we cannot communicate. Even if we ignore the other person,
this in itself is important information and communication.

Second Principal of communication:

interpersonal behavior communicates at two levels – verbal and non – verbal.

Communications at the content level are communications about tasks people are
working on together, information that is conveyed and so on. For example , your Boss
tells you about a meeting that you need to attend; the words he or she says are
primarily conveying the content. However, there is another level of communication
that happens at the same time – a message about the relationship. Messages about the
relationships are usually conveyed through non – verbal channels.
It is vital, in both formal and informal communication; the degree to which people are
able to communicate conveys a definite spirit and right attitude.

Communication is the base of our entire life and to understand it in depth would mean
a study of a very vast subject. Therefore for the time being , we shall confine our
thoughts to the process of communication and related factors.

Communication includes the sending and receiving words and ideas.

In its simplest form , It is “An act and process of transmitting and receiving messages
in any form “ The words – process, transmitting , receiving and form in this context
means the following:

Ø Process – a series of actions , changes, or functions that bring about an end or

result
Ø Transmit – convey (speak , write , signal , act , demonstrate ) verbally or non –
verbally
Ø Receive – to take in or contain (read , see , observe , think , accept)
Ø Form – a mode, style, code, complete in ways and means of achieving a change
(verbal or non verbal)
Methods of communication

Verbal : Face to face , telephone , recording devices, meetings, discussions.

Written :letters , teleprints , memos , forms, reports , circulars.
Actions: facial expressions , hand expressions, hand expressions, silence , doodling
(Non – verbal) disapproving sounds, inattention

let us look in two ways in which your boss might tell you about a meeting.

Example 1: (boss speaks in a loud, belligerent voices while starting intensely at you
and shaking a finger) ‘There is a meeting for all officers in 1 week at my office. Don’t
even think about not being there’.

Example 2: (boss approaches you and shakes your hand)’ There is a meeting of all
officers in my office next week and its very important that you attend’.

The process of communication can take two different forms

1. One – way communication

Restrict the individual involvement by only allowing one person to transmit all the
information and thus, placing the other person at receiving ends.

2. Two – way communication

allow both the sender and receiver to get actively involved in communication.

Types of communication
1. Verbal communication
2. Non - Verbal communication
3. Written communication
4. Audio - visual communication
The channels of communication define the network by which information flows. The
different channels are as follows.

A. Wheel pattern

Centering – transmitter outer rings – receivers

B. Chain Pattern

This pattern follows rightly the chain of command. Here, one individual makes
decision but the information is passed from one employee through another until all are
informed. Like this pattern follows rigidly the chain of command. Here , decisions are
made by one individual wheel pattern , this channel is also relatively fast in
transmitting information but at the same time it affects job satisfaction negatively.

C. Circle Pattern

Allows equal opportunity for everyone to communicate. Information flow is much

stronger and decision making is equally de- centralized. Disadvantage – because the
flow is slow messages may eventually become distorted.
D. All channels.

Allows everyone to communicate with everyone else, feedback is maximized ,

communication is more accurate. Employees typically experience high levels of
satisfaction.

Barriers in communication

Due to improper channels of communication a sender might manipulate information

so that the receiver may see it favorable. This process is called filtering and is a major
barrier to effective communication. This can also happen due to language problem
when more nationalities are involved.

Barriers in effective communication between individuals and teams within ship

Example

Captain’s note to chief officer: early tomorrow morning there will be a total solar
eclipse at 0900hr.This is something that cannot be seen everyday. So let the crew lie
up in their best clothes in order that they may see it to mark this rare phenomenon. I
will myself explain it to them. If it is raining we will not be able to see it clearly. In
that case crew should gather in the mess room.
Captain’s note to second officer: on captain’s orders there will be a total eclipse
early tomorrow at 0900hr. If it is raining we will not be able to see it clearly from
deck in our best cloths. In that case sun disappearance will be fully observed in the
mess room.

Voice Quality
Unassertive Assertive
Speaking too softly , slowly starting loud, Speaking with expression, loudly , clearly
fading away , whispering , saying , speaking surely , briefly , positively ,
something negative, as if asking a using correct words ending positively.
question, crying voice , no expression,
stammering , saying – a-a-a you know, I
mean , laughing etc

Effective listening skills:

Effective communication between individuals and teams with in the ship

The guide to good listening

To hear – to receive all kinds of sounds through the ear.

To – listen – to hear with attention – to think of what you are hearing.

1. Take interest in listening if you are not interested, no one can force you to listen.
2. Listen to what the person is saying not how he/she is saying it.
3. Keep cool, don’t get any or excited even if the speaker is rude or abusive. Do not
stop listening even if you don’t like the speaker.
4. Listen for the main ideas – for what is important.
5. Try to remember what the person is saying. If you cannot remember , take notes
so that you do not forget.
6. Try to improve your listening. Listen carefully and attentively. Watch the
speaker’s eye.
7. While listening try not to get distracted by other things (noise, people talking ,
music etc)
8. Listen with your mind open, listen attentively even if you don’t agree.
9. Keep your mind open, listen attentively even if you do not agree.
10. Think carefully of what you are listening to. Try to understand the real meaning of
what being said. Watch the speaker’s body language.

Note : If you do not understand please do not hesitate to ask for clarification.

Barriers & obstacles to good listening:

1. Day dreaming when someone is talking to you. You are awake but not listening
,only hearing.
2. Acting as if you are listening but not really listening.
3. Getting angry or upset when someone is talking to you.
4. Thinking of something else when someone is talking to you.
5. Only listening the words without understanding the meaning.
6. Interrupting when someone is talking.
7. Trying to guess what a person is assaying without understanding.
8. Listening in parts not fully, getting distracted.
9. Not trying to understand fully the problem or job.
10. Getting disturbed by noise , music , talk , etc.

Methods to improve communication

a. How to improve listening skills?
1. In your spare time practice the art of listening.
2. Try very hard not to lose your temper (become emotional)
3. Listen attentively so you can make out what is meant for you.
4. Pay attention to the main ideas of the speaker.
5. Try not to interrupt when someone is speaking.
6. Prepare your mind to listen in advance
7. Fight against distractions; block them out of your mind.
8. Try to understand the real meaning of words being spoken.
9. Try to understand what the speaker wants from you.
10. Always watch the body language of the speaker.

b. How to improve verbal communication?

1. Don’t try to form an opinion (think that the person speaking is bad, good or
ignorant)
2. If you are speaking use the other words that the other person will understand. If
you are listening and do not understand , ask the speaker to explain clearly(what ,
when , where , why)
3. Listen carefully to what the speaker is saying. Do not ask question till he/she has
finished talking.
4. Don’t lose temper or get angry with the person talking to you, even if the speaker
is rude or shouts or treats you badly.
5. If the person speaking to you is telling you something very difficult or long and
you cannot remember it, request him or her to please give you the instructions in
writing so that you can do your job correctly.
6. If you are speaking or answering, speak slowly , clearly and loudly enough
(without shouting) to help other person to listen (take care of the intercom)
7. Never speak without thinking – wait a little (1 or 2 seconds) before answering a
question.
8. If you are speaking , make sure that the other person is listening , otherwise don’t
speak.
9. Whomever you speak , make sure that you know what you are saying (facts ,
figures , etc) do not lie
10. Whomever you speak , look at the person (especially his/her eyes). When you
listen , do the same so the speaker knows what you are listening and you will not
miss anything he / she says.

Effects and consequences of wrong communication

Once a ship was observed to have 11 nationalities . Such a situation is not a problem
if most of the crew share a common first language. But with eleven nationalities on
board . It would be surprising if all shared a first , second or third language ! whatever
the cost savings represented by a mixed crew, the increased risk of accident due to
ineffective communication must be recognized. Unfortunately , owners who accept
Mixed manning are unlikely to do much improve the situation by language training.
With a mixed crew, language differences may not be the only problem. When a crew
is gathered from a number of nationalities there may be a historic or cultural
prejudices between individuals. This will add to the difficulties to effective
leadership. Given a reasonable amount of cooperation and good leadership, language
difficulties within a crew can be worked around. But even where there exists no
problem with respect to language. Due to improper communication, disaster can
occur.
Following is an example:
One memorable case , which demonstrates a lack of proper communication , occurred
in new York twenty – five years ago. The chief officer of a clean oil tanker had left
orders that the forepeak ballast was not to be started until pumping had commenced of
the cargo in the forward cargo tanks. During the night. The master called the cargo
control room to see if forepeak ballast had been started. The watch officer answered
simply that it had not. The master said to start it immediately , the watch officer
should have explained that the discharge of forward cargo had not commenced, and
that the captain’s instruction was in conflict with the chief officer’s orders. Instead of
explaining the hazard the captain’s order would expose the ship to danger, the officer
on watch began to ballast the forepeak. Two hours later the ship grounded at No.1
center cargo tank and lost 1500 cubics of cargo into the harbor.
Types of nonverbal communication

The many different types of nonverbal communication or body language include:

Facial expressions:
The human face is extremely expressive, able to convey countless emotions without
saying a word. And unlike some forms of nonverbal communication, facial
expressions are universal. The facial expressions for happiness, sadness, anger,
surprise, fear, and disgust are the same across cultures.
Body movement and posture: Consider how your perceptions of people are affected
by the way they sit, walk, stand, or hold their head. The way you move and carry
yourself communicates a wealth of information to the world. This type of nonverbal
communication includes your posture, bearing, stance, and the subtle movements you
make.

Gestures:
Gestures are woven into the fabric of our daily lives. You may wave, point, beckon,
or use your hands when arguing or speaking animatedly, often expressing yourself
with gestures without thinking. However, the meaning of some gestures can be very
different across cultures. While the OK sign made with the hand, for example,
conveys a positive message in English- speaking countries, it’s consider offensive in
countries such as Germany, Russia, and Brazil. So, it’s important to be careful of how
you use gestures to avoid misinterpretation.

Eye contact:
Since the visual sense is dominant for most people, eye contact is an especially
important type of nonverbal communication. The way you look at someone can
communicate many things, including interest, affection, hostility, or attraction. Eye
contact is also important in maintaining the flow of conversation and for gauging the
other person’s interest and response.

Touch:
We communicate a great deal through touch. Think about the very different messages
given by a weak handshake, a warm bear hug, a patronizing pat on the head, or a
controlling gripon the arm, for example.

Space:
Have you ever felt uncomfortable during a conversation because the other person was
standing too close and invading your space? We all have a need for physical space,
although that need differs depending on the culture, the situation, and the closeness of
the relationship. You can use physical space to communicate many different nonverbal
messages, including signals of intimacy and affection, aggression or dominance.
Voice:
It’s not just what you say, it’s how you say it. When you speak, other people “read”
your voice in addition to listening to your words. Things they pay attention to include
your timing and pace, how loud you speak, your tone and inflection, and sounds that
convey understanding, such as “ahh” and “uh-huh.” Think about how your tone of
voice can indicate sarcasm, anger, affection, or confidence.

Types of Verbal Communication

Verbal communication include sounds, words, language, and speech. Speaking is an
effective way of communicating and helps in expressing our emotions in words. This
form of communication is further classified into four types, which are:
Intrapersonal Communication:
This form of communication is extremely private and restricted to ourselves. It
includes the silent conversations we have with ourselves, wherein we juggle roles
between the sender and receiver who are processing our thoughts and actions. This
process of communication when analyzed can either be conveyed verbally to someone
or stay confined as thoughts.

Interpersonal Communication:
This form of communication takes place between two individuals and is thus a one-
on-one conversation. Here, the two individuals involved will swap their roles of
sender and receiver in order to communicate in a clearer manner.

Small Group Communication:

This type of communication can take place only when there are more than two people
involved. Here the number of people will be small enough to allow each
participant to interact and converse with the rest. Press conferences, board meetings,
and team meetings are examples of group communication. Unless a specific issue is
being discussed, small group discussions can become chaotic and difficult to interpret
by everybody. This lag in understanding information completely can result in
miscommunication.

Public Communication:
This type of communication takes place when one individual addresses a large
gathering of people. Election campaigns and public speeches are example of this type
of communication. In such cases, there is usually a single sender of information and
several receivers who are being addressed.

Methods to Remove Barriers

Below are the different methods to remove barriers of communication:

Have Clarity In Your Thoughts:

You should be very clear about your objective and what you want to convey. Arrange
your thoughts in proper order and then communicate accordingly. Systematic
communication and clarity in thought get adequately received and appreciated.
Aimless talks can be misleading so you should always try to show that there is an aim
or motive behind your talk.
Understand the needs of your audience:
You should be emotional and sensitive towards the needs of your receiver.
Understand his behavior, nature, culture, and religion, however, it does not mean you
cannot express your feelings or thought, but it simply means that you are showing
respect to his religious beliefs or thoughts and then stating your point of view. Most
importantly the message should also be structured as per his level or ability. If you are
conveying the message to a layman then avoid using technical words and if you are
addressing corporate elite, the language should have professional sophistication and
maturity.

Seek the advice of others before Communicating:

If you are going for a high prolific meeting, seek the advice from your seniors and
colleagues on the level and kind of talk that should be given. The main advantage of
this practice is simple, you can get many ideas which can build your motivation and
knowledge and you can then use the same to meet your purpose.

Take adequate care of your Tone, Language, and way you are speaking:
Messages should be framed in a simple and polite tone that attracts the listeners. Care
should be taken to keep the sentences short and simple. Technical words should be
used only where they are required the most. The most important of all the interest of
the receiver should be kept in mind and the things that conveyed should attract the
users else you might find your audience or listening yawning while you are speaking.

Have a Feedback from the receiver:

Avoid asking listener, “Have you understood,” ask them instead their views about
what you have said and the aspects they had grasped from your message. This is a
most polite and best way to have your listener involve in a conversation. This would
help you to have a better understanding of their aptitude and the interest he or she is
showing towards the subject.

Retain Consistency about the Message:

The message conveyed should conjure with the organizational goals and policies.
Whenever you are replacing any old message instead of the new one, you should
clearly mention about it and clear all the doubts.

Keep a Routine check on the communication system:

You should analyze the weaknesses in the communication system. All the efforts
should be made to know whether you should focus on the formal or informal way to
communicate. The situation needs to be analyzed to decide on the appropriate way of
communication and whether the audience loves to talk informally or in a formal way.

Make use of the body language:

During the process of communication make sure you make the most appropriate
use of your body language, Avoid showing too much of emotions as the receiver
might misapprehend the message. Try to always keep a smiling face while talking and
make eye to eye contact with the listener but make sure not to keep your eyes gazed at
the person for more than five seconds and avoid too much of fluttering of eyes which
indicate you are not confident. Sit in an upright position and feel relaxed.
Avoid overloading too much of information:
People would get bored if they are bombarded with unnecessary and too much of
information. So try to deliver the parts which are useful and informative and of value
to the listener in a most simple and straight forward way. There should not be any
confusion left in the mind of the listener.

Reduce the level of noise as far as possible:

Always make sure to speak and interact with someone where there is no noise and
least disturbance.

Find the source of noise, remove it and then start conversing. Communication chain
should be short:
You should avoid using the mediocre or send the message through the third person
unless it is very urgent. Try to directly communicate with the person concerned. The
risk of distortion of the facts gets more if message is passed through the third party
and just imagine if there are more people in between the sender and receiver the
chances of filtering of the messages is doubled.
Keep your Anger in Control:
Do not be aggressive or show your anger if you do not agree with any point of view
or anything that is going against your ideology. State your thoughts politely with facts
if you have and reflectpositivity in your talk and nature.

Simply a communication is a social endeavor to give and receive what people wants
us to do and what we expect from the others. We can communicate with our friends
and colleagues in many ways, but its effectiveness can only be ensured if a message is
conveyed appropriately and a person is able to understand and comprehend the same.

Above are though just few ways to remove the communicative hurdles but the basic
crux of the same is a modification of your personality and adoption of a certain way
that meets the demand of our people.