Mathematics and Humanities Department

Effective Technical Communication I

Communication

Presented By
Dr Sneha Patel

GANDHINAGAR INSTITUTE OF TECHNOLOGY

 Outline
• Definition of Communication
• Characteristics of Communication
• Process of Communication
• Types of Communication
• Importance of Communication
• Barriers of Communication
• Kinesics
• Proxemics
• Paralinguistic features
• Chronemics
• Haptics
• References
 Definition of Communication

• The word Communication comes from Latin word - communicare, which means "to
share.” It is the activity of conveying information through exchange of thoughts,
messages, or information, as by speech, visuals, signals, writing, or behaviour. It is
the meaningful exchange of information between two or more living creatures. The
process of communication refers to the transmission or passage of information or
message from the sender through a selected channel to the receiver.
• The process of communication is a cyclic one as it begins with the sender and ends
with the sender in the form of feedback. It takes place upward, downward and
laterally throughout the organization.
 Characteristics of Communication

1. Two way process

2. Continuous process of meaningful interactions
3. The role of the receiver and the sender keeps changing.
4. It broadly includes both verbal and non verbal forms.
5. A process which transmits and disseminates important ideas, thoughts, feelings,etc.
6. It is an art or technique of persuasion through the use of oral, written and non verbal
features.
 What are the most common ways we communicate?

Speaking Writing Visual Images Body

spoken word written word language
Figure: Communication Cycle
(Process of Communication)
 The Different Elements in The Process of
Communication
We will now learn about the different elements in the process of communication.
• 1.2.1 Sender
• The very foundation of communication process is laid by the person who transmits or
sends the message. He is the sender of the message which may be a thought, idea, a
picture, symbol, report or an order and postures and gestures, even a momentary
smile. The sender is therefore the initiator of the message that need to be transmitted.
After having generated the idea, information etc. the sender encodes it in such a
manner that can be well-understood by the receiver.
 The Different Elements in The Process of
Communication
• 1.2.2 Message
• Message is referred to as the information conveyed by words as in speech and write-
ups, signs, pictures or symbols depending upon the situation and the nature and
importance of information desired to be sent. Message is the heart of communication.
It is the content the sender wants to covey to the receiver. It can be verbal both
written and spoken; or non-verbal i.e. pictorial or symbolic, etc.
 The Different Elements in The Process of
Communication
• 1.2.3 Encoding
• Encoding is putting the targeted message into appropriate medium which may be
verbal or non-verbal depending upon the situation, time, space and nature of the
message to be sent. The sender puts the message into a series of symbols, pictures or
words which will be communicated to the intended receiver. Encoding is an
important step in the communication process as wrong and inappropriate encoding
may defeat the true intent of the communication process.
 The Different Elements in The Process of
Communication
• 1.2.4 Channel
• Channel(s) refers to the way or mode the message flows or is transmitted through.
The message is transmitted over a channel that links the sender with the receiver. The
message may be oral or written and it may be transmitted through a memorandum, a
computer, telephone, cell phone, apps or televisions.
• Since each channel has its advantages and disadvantages, the choice of proper
selection of the channel is paramount for effective communication.
• However there occurs an hindrance in the communication process which is called as
noise. Noise can be defined as an unplanned interference in the communication
environment. It may mainly occur due to two reasons:
1. Disturbance in the channel/medium.
2. Some kind of error in the message sent.
 The Different Elements in The Process of
Communication
• 1.2.5 Receiver
• Receiver is the person or group who the message is meant for. He may be a listener, a
reader or a viewer. Any negligence on the part of the receiver may make the
communication ineffective. The receiver needs to comprehend the message sent in
the best possible manner so that the true intent of the communication is attained. The
extent to which the receiver decodes the message depends on his/her knowledge of
the subject matter of the message, experience, trust and relationship with the sender.
• The receiver is as significant a factor in communication process as the sender is. It is
the other end of the process. The receiver should be in fit condition to receive the
message, that is, he/she should have channel of communication active and should not
be preoccupied with other thoughts that might cause him/her to pay insufficient
attention to the message.
 The Different Elements in The Process of
Communication
• 1.2.6 Decoding
• Decoding refers to interpreting or converting the sent message into intelligible
language. It simply means comprehending the message. The receiver after receiving
the message interprets it and tries to understand it in the best possible manner.
• 1.2.7 Feedback
• Feedback is the ultimate aspect of communication process. It refers to the response of
the receiver as to the message sent to him/her by the sender. Feedback is necessary to
ensure that the message has been effectively encoded, sent, decoded and
comprehended. It is the final step of the communication process and establishes that
the receiver has received the message in its letter and spirit. In other words, the
receiver has correctly interpreted the message as it was intended by the sender. It is
instrumental to make communication effective and purposeful.
 Communication

Types (Parties Involved) Flow Means, Kinds

1. Intrapersonal
2. Interpersonal
3. Mass Vertical Horizontal Diagonal Spiral
4. Extrapersonal
5. Organizational

Linguistics Paralinguistic Extra linguistics Non verbal verbal

(Symbols, Background info.
Speaker’s Goals and
Attitude)
Kinesics proxemics Oral Written
Artefacts(Physical Objects)
chronemics Haptics (touch)
 Types of Communication
• Based on the channels used for communicating, the
process of communication can be broadly classified as:

1. Verbal communication (Oral and Written

Communication)
2. Non Verbal Communication (Kinesics, Proxemics,
Paralinguistics, Chronemics and Haptics)
 Verbal Communication
Oral Communication
• Oral communication refers
to spoken words in the
communication process.
Spoken conversations or
dialogues are influenced by
voice modulation, pitch,
volume and even the speed
and clarity of speaking.
Written Communication
All the things which are
communicated by writing.
Effectiveness of written
communication depends on
the style of writing,
vocabulary used, grammar,
clarity and precision of
language.
 Non Verbal Communication

KINESICS PROXEMICS PARALINGUISTICS

CHRONEMICS HAPTICS
 Types of Communication:
General & Technical Communication
General
1. General Message (Content)
2. Informal in style and approach
(Style)
3. No set pattern of communication
(Structure)
4. Mostly Oral (Method)
5. Not always for a specific audience
(Audience)
6. Does not normally involve the use of
technical vocabulary, graphics, etc
(Language)
Technical
1.Contains a formal and professional
message. (Content)
2. Mostly formal and objective (Style)
3. Follows a set pattern (Structure)
4.Both oral and written (Method)
5. Always for a specific audience
(Audience)
6. Frequently involves jargons, graphics,
etc for achieving the professional
purposes. (Language)
 Levels Of Communication

Human Communication Takes Place At Various Levels:

1. Extrapersonal
2. Intrapersonal
3. Interpersonal:
1.Formal
2.Informal
4.Organizational:
1.Internal-operational
2.External-operational
3.Personal
5.Mass
 1. Extrapersonal Communication
• Communication between human beings and non-human entities is extrapersonal
communication.
• It requires perfect coordination and understanding between the sender and the
receiver.
• Example-a parrot responding to your greeting.
 2.Intrapersonal Communication

• Intrapersonal communication takes place within the individual.

• It pertains to thinking, which is the basis of information processing.
• It helps us to understand interpersonal and organizational communication.
• Self-motivation, self-determination and the like take place at the intrapersonal level.
 3. Interpersonal Communication

• Interpersonal communication refers to the sharing of information among people.

• The roles of sender and receiver keep alternating and direct and immediate feedback
is possible.
• Most interpersonal communication situations depend on a variety of factors, such as
the psychology of the two parties involved, the relation between them, the situation
in which the communication takes place, the surrounding environment, and finally
the cultural context.
• Interpersonal communication can be-
1. Formal: interaction between the panel members and the candidate appearing at the
interview.
2. Informal: interaction between friends.
 4. Organizational Communication
• Communication in an organization takes place at different hierarchical levels.
• Large number of people are involved in this communication.
• This communication is possible even without direct contact between employees.
• Organizational communication can be further divided into:
1. Internal-operational: all communication that occurs in conducting work within an
organization is classified as internal-operational.
2. External-operational: the work-related communication that an organization does
with people outside the organization is called external-operational.
3. Personal: all communication in an organization that occurs without purpose as far
as business is concerned is called personal communication.
 5. Mass Communication

• This requires a mediator to transmit information.

• Example-journals, books, television, newspapers
• Characteristics-large reach, impersonal, presence of a gatekeeper(mediator)
Importance of Communication
1.Semantic/ Linguistic Barrier
2. Physical Barrier
3. Interpersonal Barrier
4. Psychological Barrier
5. Organizational Barrier
6. Mechanical Barrier
7. Socio-Cultural Barrier
 ESSENTIALS OF COMMUNICATION
DO’ s
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
 ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of
people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract the speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood everything.
 Kinesics

• The Study of Body language is called as kinesics.

• Kinesics helps in effective communication as it helps to improve our body language
and interaction quality. It helps to know what our personal appearance helps in your
effective communication. It helps in learning the facial expressions while speaking to
a particular person vs to a community.
• The communication through words is called as verbal communication. We too
communicate through many symbols other than words. Words often fail to convey
the exact meaning. Therefore, pictures, drawings, sounds, body language are often
used to convey messages. All these means (other than words) used in communication
are called non verbal communication.
• We use non verbal communication to reinforce(support) verbal communication
 KINESICS
• Essential for communication
• The study of messages conveyed by body movements
• Our body movements have direct connection with our emotions and thoughts.
• Nodding of head, blinking of eyes, waving of hands, shrugging of shoulders are all
expressions of different human thoughts and feelings.
• The role of different parts of the body in communication is given in the next slide:
 Kinesics

• Kinesics contains below points-

• personal appearance
• facial expressions
• eye contact
• Gestures
• Postures
 Personal Appearances

• Personal appearances matters a lot while doing communication.

• How you look, how you are dressed, how you smile and how you greet people
matters a lot in this process.
• Appearances include clothes, hair style, jewellery, cosmetics and so on.
• Plan your appearance in such a way that it communicates effectively to others.
• Appearances communicate how we feel about ourselves and how we want to be
viewed.
• It is very important for face to face communication.
 Facial Expressions

• Face has been called the mirror of the mind

• All the parts of the face i.e. the lines of forehead, the eyebrows, the muscles of
cheeks, lips all speaks louder than words.
• It indicates the human moods.
• Our face changes according to our mood and emotional states.
• We use facial expressions to communicate emotions like
confidence,fear,love,hate,interest,pleasure,nervousness,anxiety and so on and so
forth.
 There are six categories of facial expressions, happiness,
sadness, anger, disgust, surprise, fear.
You have 80 muscles in the face that can create more
than 7000 facial expressions.
The facial muscles produce the varying facial expressions
that convey information about emotions, mood, and ideas.
 Eye Contact

• Eyes communicate our deepest feelings.

• Eyes take up different positions like with concentration our eyes get fixed, in surprise
we raise our eyes.
• When you maintain eye contact, you present an air of confidence in yourself and
what you are communicating.
• Eye contact is influenced by the context of culture. In India, looking down is a sign
of respect while in western culture ,it means shame or guilty.
• Eye contact is of vital importance in public speaking.
• It can be used in positive ways to effectively express
confidence,intellect,honesty,love,desire,compassion,sympathy and more.
 Eye Contact(continue)

• While negatively, eye contact can reflect lies, anger ,lack of remorse, and a non
genuine attitude.
• Our eyes can enhance a conversation and deliver our words more effectively.
The person who makes eye contact opens
the flow of communication and convey
interest
concern
warmth
credibility
 Gestures

• Gestures are our hand movements.

• Different hand movements convey different meanings.
• Arms spread out convey the meaning of wide or openness. Similarly, thumbs-up is
acknowledged as “well done” and “very good” while crossing fingers is a sign of
hope and anticipation.
• The mudras in the dance form like kathakali or bharatnatyam are stylized gestures.
Gestures are a form of nonverbal communication in which visible
bodily actions are used to communicate a particular messages, either
in place of speech or together and in parallel with spoken words.
Gestures include movement of the hand, face, or other parts of body.
But beware there are cross-cultural differences

Meaning of gesture is different in different cultures.

 2.2.5. Postures

• It is the way we stand or sit.

• It is the position adopted by the body.
• A person can create positive or negative impression of himself through his body
posture.
• There are variety of postures including standing or sitting erect, leaning forward or
backward, arms crossing, legs spread, stretching or bending sideways.
• Posture determines person’s confidence, nervousness , status, interest or lack of
interest in a conversation.
You communicate numerous
messages by the way you
walk, talk, stand and sit.
What is the
face you show?
 Kinesics: Conclusion

• Kinesics helps in effective communication as it helps to improve our body language

and interaction quality.
• It helps to know what our personal appearance helps in your effective
communication.
• It helps in learning the facial expressions while speaking to a particular vs to a
community.
• It helps in maintaining eye contact, proper posture, and effective gesture through out
the whole communication process. .
• Thus these little things makes our lectures or interaction effective and efficient. And
hence of course kinesics is helpful for advancing our communication skills.
 Lecture 3
Proxemics
• Proxemics is the study of human use of space and the effects that population density
on behaviour, communication, and social interaction.
• Proxemics - use of space to communicate
• It relates to the space between you and an individual, showing how comfortable they
are around each other. There are different space measurements to indicate this.
• There are realms of territory:
• Intimate Space
• Personal Space
• Social space
• Public space
Proxemics
 Proxemics(Continue)

• Edward T. Hall in his book, “THE HIDDEN DIMENSION” has divided the space
into 4 types:
• A. Intimate: Physical contact to 18 inches
• B. Personal Space: 18 inches to 4 feet
• C. Social Space: 4 to 12 feet
• D. Public Space: 12 feet to as far as one can see or hear(12 to 25 feet)
Proxemics
 3.1.Intimate Space

• It is suitable for highly confidential talks and decisions concerning sensitive matters.
• Only special people like our family members, Spouses, Children, Close relatives and
close friends enter this space.
• No stranger is welcome.
• We often speak in whispers or at low pitch to them.
• Handshake, a pat on the back, eye contact, etc. are very commonly used in this space.
 3.2. Personal Space

• It extends from 18 inches to 4 feet.

• Thus distance is reserved for more than just a casual friend.
• It is a no contact distance.
• We have normal conversations with our close friends, colleagues and visitors.
• Business gatherings, Social functions, Parties and family get togethers come under
this space.
 3.3. Social Space

• It extends from 4 to 12 feet.

• Business or formal conversations can be carried on in this space.
• Interaction with strangers or occasional visitors such as laundry persons, gardeners,
plumbers, electricians, etc.
 3.4. Public Space

• This is the distance preserved for public speakers which extends beyond 12 feet.
• Communication in this space is highly formal and objective.
• High pitch of voice is used as to be heard by a much larger group.
• Actual distance maintained differs from culture to culture.
Too close, too far, or just right?
 Lecture 4
Paralinguistic
• Paralinguistic are the aspects of spoken communication that do not involve words.
These may add emphasis or shades of meaning to what people say. ... The word para
means like and therefore paralinguistic is like language.
• The study of the role of non verbal clues.
• It is very close associated with verbal language because it is concerned with the way
words are spoken.
• It is a non verbal component because it does not involve use of words.
• It is the study of human voice and how words are spoken.
• Voice is our unique identity. It gives extra life to the words we speak.
• The voice can have different characteristics:
 4.1. Elements of Paralanguage

• 4.1.1. Quality:
• Each of us has a unique quality of voice.
• The voice can be affluent and deep, melodious and attractive, soft and nasal, or bitter
and irritating.
• It is the trade mark of our voice that distinguishes our voice from others.
 4.1. Elements of Paralanguage

• 4.1.2. Pitch:
• Pitch is the highness or lowness of the voice; it is similar to pitch on a musical scale.
We can associate low-pitched voices with strength and maturity, and high-pitched
voices with helplessness, tension, and nervousness.
• We also vary our pitch to reflect our mood and interest in conversing. Your pitch
expresses your emotional state; or making a statement or asking a question. It refers
to rise and fall in human voice. It can express all the emotions that are to be
conveyed. It can express and convey all our moods, emotions and sentiments, it
becomes really important for us to carefully employ the desired pitch patterns.
 4.1. Elements of Paralanguage

• 4.1.3. Volume:
• The power of your voice, its loudness or softness, also affects perceptions of intended
meaning. Some whisper or blast through their volume. An aggressive person is often
very louder. In contrast, if you are soft spoken, others may take your behaviour as
nervousness. Effective Interpersonal Communicators regulate volume in an effort to
promote meaningful Interaction. Your volume should reflect the nature of your
message. Whether our volume should be loud or soft depends upon the situation and
the place.
 4.1. Elements of Paralanguage
• 4.1.4. Pace/Rate:
• Rate refers to the number of words we utter per minute.
• The pace of our voice should be moderate.
• Speaking rate is the third vocal signal affecting the communication of meaning. Most
of us speak at an average rate of 150 words per minute. When we speed up our
speech, exceeding 275 to 300 words per minute, it is difficult for others to
comprehend what we are saying, and our message thus becomes virtually
unintelligible. In contrast, if we speak too slowly, others may perceive us as tentative
or lacking in confidence or intelligence. The speech seems to be boring. The audience
start feeling sleepy and lose interest in the speech.
 4.1. Elements of Paralanguage

• 4.1.5 Articulation and Pronunciation:

• Articulation is the way you pronounce individual sounds. Ideally, even during
person-to-person contact, the sounds of your speech are sharp and distinct. When you
fail to utter a final sound (a final t or d, for example), fail to produce the sounds of
words properly. When you mispronounce a word, you may suffer a loss of credibility,
and those listening to you may find it more difficult to make sense of what you are
saying. It Plays an important role in expressing our ideas.
• The pronunciation differs from person to person, from region to region and from
nation to nation. But one’s pronunciation should be at least generally accepted.
• It is of great importance in cross cultural communication. Bad pronunciation makes
the foreign listeners’ bewildered.
 4.1. Elements of Paralanguage

• 4.1.6 Voice Modulation:

• Intonation refers to the tonal variation. It pertains to the way we regulate, vary, or
adjust the tone, pitch, and volume of the sound or speaking voice. Word stress and
sentence stress also play an important role in voice modulation.
 4.1. Elements of Paralanguage
• 4.1.7 Pause:
• A pause is a temporarily absence of sound in a sentence. It has great significance in
oral communication.
• A pause is used before and after making an important statement. It attracts the
attention of the listener when it is used before and it gives enough time to listener to
digest the statement if it is used after. An essential part of all human interactions.
• If we do not pause-it makes our speech unnatural and hasty.
• It leads credibility to the text of the speech.
• If we pause, we display a sense of security and feeling of assurance.
• These are also required for the audience to comprehend what you say, relate it to
your earlier statement, and critically participate in the act of communication.
• The most crucial thing about pauses is their timing.
 Advantages and limitations of Paralanguage
Advantages
• No oral communication is complete
without paralanguage.
• A speaker’s educational background
can be judged from his way of
speaking.
• Paralanguage of a person indicates
his place in the hierarchical
structure of the organization.
• One can improve his paralanguage
by listening to good speakers.
Limitations
• Paralanguage is like language not
language. Therefore, we cannot fully
rely on it.
• Unless the listener is open minded,
voice quality, speaking speed, pitch,
etc may prejudice him, causing poor
listening.
• Speakers belonging to different
speech communities due to which
uniformity becomes difficult.
 Chronemics(Additional Question)

• Chronemics (Time Language) is the study of how human beings communicate

through their use of time
• Ways that we use our time communicate information about ourselves and our
feelings
– Interest & affection
– Power & status
– Activities
• Can indicate other messages- appropriate times for phone calls (Call at 2 a.m. usually
indicates emergency)
• Our society values time highly; e.g. Americans have an emphasis on watching the
clock and doing things on time- varies from culture to culture.
 Lecture 6
Interpersonal communication in Today’s organization
• 6.1 Introduction
• Interpersonal communication is all about the exchange of thoughts and ideas between
individuals using a variety of methods, including words, tonal variation, facial
expressions, gestures, and body language. Interpersonal communication and the skills
to relate with others aren’t just important for an individual, but they happen to be at
the core of the success of an organization. When interpersonal communication in
the workplace is effective, it makes operations more efficient and teamwork not
only possible but also easier.
 6.2.Interpersonal communication in Today’s
organization
• 6.2.1 Why Are Interpersonal Relationships Important in a Workplace?
• No individual can work alone. Human beings, unlike machines, cannot work without
occasionally needing someone with whom to share their thoughts and feelings. We
are social creatures by nature, and so we are prone to be more anxious and stressed in
an isolated environment. With the right kind of interpersonal relationships,
employees can even end up being more productive than they would be if they worked
alone because of the synergy that comes with teamwork.
 6.2.Interpersonal communication in Today’s
organization
• 6.2.2 Allowing People to Discuss Problems
• A person working in isolation is incapable of solving all of the different types
of problems they will encounter in the course of their work. Interpersonal
relationships are necessary because they allow people to discuss problems and weigh
the pros and cons of various alternative solutions before arriving at the optimal one.
Brainstorming works best when it is done in a group or forum where everyone feels
respected and free to share their ideas and views.
 6.2.Interpersonal communication in Today’s
organization
• 6.2.3 A Culture of Positivity and Synergy
• Interpersonal relationships, especially when executed well, are important for an
organizational culture to thrive. With good interpersonal relationships, the
organizational culture becomes positive and full of synergy. With bad interpersonal
relationships, the air becomes full of negativity, confusion, and constant conflict.
This ultimately ruins the work environment, reduces the productivity of the staff
members, and adversely affects the bottom line of the company.
 6.2.Interpersonal communication in Today’s
organization
• 6.2.4 Recognizing good work
• Interpersonal relationships are also important for coaching. When employees have
good interpersonal relationships with each other and with the manager, they are likely
to recognize good work in each other and congratulate each other for it as well
as help correct each other’s mistakes. A simple pat on the back can go a long
way when it comes to motivating an individual to do more and be more. Ultimately,
some colleagues will cease to be mere colleagues and will eventually become
mentors.
 References
1. Late Pushp, Kumar Sanjay. Communication Skills: Oxford University Press;2011
2. Vibrant English: Orient Black Swan;2013