ry Communication Skills Cf! 1.1. Introduction All living species on the earth whether plans, micro-organisms, bir ability. God has gifted human beings withthe open vocal ness, beings by means of sounds, signals and gestures when they wore vocabulary. It is communication which has transformed mankind int t ‘on the earth, Today it is impossible to imagine our lives without o media for faster, better and effective communication, In s i communication, many times, man fails to communicate the intended message. This is because of lack of communication skills. Hence communication skills i an art which needs to be learnt, developed and practiced, According to Robert Frost, “Half the world is composed of people who have something to say and can't, and the other half who have nothing to say and keep on saying it”. A good professional should not be in either of the categories because one should be able to speak as well as should have something to speak. However, there is lot of difference between communicating somehow and communicating with skills. For communicating with our colleagues, making a Phone call, sending a text message, commenting on a post on whatsapp, twitter, facebook or on any such media, one needs effective communication skills. Thus, effective communication skills play an important role in establishing personal and professional relationships. Many companies invest a huge amount of money as a part of taining to develop the communication skills of their employees as they consider effective communication skills the backbone of business organizations | Communication usually means speaking, writing or sending a message to another person. It involves a number of ‘choices and dedatons, ut for being neural and Proksionl our ConMUMEATOT nee wo be iors elev aed carefully chosen. It plays a prominent role in the functioning of various organizations. Apart from this, one needs to be quipped with effective communication sil as it will make ou fe happy and suecessfl In order to develop effective communication skills. one should acknovledse the fact that communieaion ski need fo be improved em tin to time. The more you accept your stengis and work towards dealing with shortcomings, especialy inthe area of omnunication sil, the beter will be yout interaction and the more wil be Your socal popular. The crentchapter enables the readers to understand the need and importance of developing communication skills (both verbal and non- verbal) and its various aspeets Laln wed § Connie | 1.2. What is communication? [Ds the word communication has been derived from the_Latin_word_* ‘ommunicaton is defined by different experts as follow |_-8.G. Brown ‘Communication is transfer of information from one person to anther, whether or not it elicits confidence, But the information tansferred must be understandable tothe receive. Louis A. Allen henheth eee “amv um te iy pn thn a lr i understanding ™ DE. MeFarland : an rocess of meaningful interaction among human beings. More “ry oy oy i = he es ici en i eM 10t equipped with words. Later they developed the most developed, rational and prosperous group ymmunis’, meaning to share.2 scan Shills =H. E/E TERh. Ser milter cr “Communication is blood stream of ‘an organization,” Chest 1 Barnard “Communication isa me acommon purpose” ag ans by wl by whi al h people are linked together in an organization to achieve For a layman Ci. ignals and writing,” It The silty to comey info ideas, thoughts, feelings and c. content 18 5} ion skill. We must realize that Wel xg p the folloving process of exchanging information wo way process whieh is continuous and dyna witable and persuasive)” ts tation (o others effectively is known as communi: " ‘ating, it is important to k we perceive the world and hence, while communi Ask yourself: Whom? What? How? When? Where? Why? v ‘0 whom are you speaking? You need to know their background and interests er v What do you wish to communicate? Your communication will be more successful iF you are erysalee about what you have to say. ce ¥ How: How can you best convey your message? This depends on the time and effort you have spent in planning 7 Your communication, : Y When: When are’ you delivering the message? As timing is important, develop a sense of conveying te message at proper time, Have a careful consideration on when to communicate and when to avoid ee Y Where: Where loes one intend to communicate? Consider the physical context or location for comimunicae that you have in mind? fa Why: Why are you communicating? Whether to nfom, entertain or persuade? The receiver grabs themessy: only when it fulfills his/ her requirements. Hence one should always communicate with easy-to-underss examples, which demonstrate your message. 1.2.1. Role of communication in society ‘The process of communication is quite natural that builds relationship amongst the individuals as well as binds peop and society together. A well advanced society is built only with human interaction as this leads to exchange of ides thoughts and feelings. A society which lacks communication amongst the people severely affects social solidity 2! cohabitation. Progress and prosperity comes to a standsill if there is no effective communication, The way ¥ communicate with others and with ourselves ultimately determines the quality of our lives. Effective communication imperative to lead a true social life with the fellow beings. Thus, communication is important: 7+ For existence ‘+ To maintain good human relationship _7* To understand the need of today’s world 7 © For planning and co-ordination 28 For free exchange ofidens and suggestions + To achieve certain goals 1.2.2. Importance of communication in business ¥ ‘Communication is the lifeline of bosinuss organiza va. It is essential for realizing the objectives of an organization. 1 business, effective communication is important becaus « Itestablishes as well as lisseminates the goals ofa business organization, C «1theips in smooth and unperturbed fanetioning of an enterprise qj a. coortination and decisions + Its vital in planning, coord i to atain maximum production by maintaining good human rel «= Its a basic tool for motivation ization. lationship in orgs‘Chapter «1: Communication Skills « It works as an effective link between branches of the organization situated at far off. ‘« Ithelps in publicizing goods and services, {rom the basic necessities, you need to be i Ap fo sl bone equipped with good communication skills, as this is what will make you (1,3. Process of effec prfective communication refers to a set of techniques used for expr 5 ed for expressing ideas effectively and the tech ° Being cme maton by prio idcrommantatan ole ik twsay pees he clones of ‘communication process include (i) messenger (ii) message (iii) channel (iv) recipient and (v) feedback as shown in Fig. 1.1. Apart from this, environment is also-considered as an important factor in effective con»munication as itis the physical and psychological space in which the communication takes place. Let us discuss each element in detail ‘e communication Messenger ‘Messenger is the one who sends the information in the form of message. The information to be sent by the messenger ‘comes up with an Idea, which is then encoded in the form of words, images, sounds, body language, ete. which is later shared with others. _Message Message refers to the information or subject matter, the messenger intends to share. The information may be opi feelings, instructions, fequests or suggestions. _Channel (Various modes or medium used to transmit and recei re the information are referred ag “communication channels”. There ‘are many communication channels such as speaking, writing, graphies and video, which describe their role in the process of communication. ‘The channel should have at-least some code in common such as language (accent, pronunciation, vocabulary, etc.), non-verbal symbols, ete. Speaking Writing Graphics Video ete ‘Atleast some code is common M A Recipient . 7 Feedback Fig. 1: Process of communication Abcipient and decodes it in an attempt age is intended He/she receives th The recipient is the person for whom the ™ to understand the intentions of the messengs Atedback a Lit is the fast but important factor in the proce tmessage) It also tells the messenger whether the receiver ha disliked it; the medium selected forthe process was effective or and the effectiveness of the age of not; he/she liked or ss of communication. It helps to under: received the intended mess: appropriate; etenmunication Skills B. EIB.TERh Son, ‘ Co es them into suitable Thus, in the process of effective e izes ideas, encodes t! > : Ss of effective communication, the messenger visualizes sh) to lhe reste {f2ets. figures, pitures) and sends them through approywate channel (email, Fore Stores * somprehends the information sent by the messenger, sends feedback aoe a ceca the ma ne seein ComBUHication is eyelie process denoting continuous flow of information MITT A and the recipient, If this flow continu A dniprocea prea vinication is said to be effective or else ineffective 1.4. 7C’s of effective communication ET's of communication, also known as the principles of communication, ensure communication, They include + Completeness pathway 10 eff, * Concreteness * Courtesy + Correctness * + Clarity + Consideration * Conciseness 1.4.1 Completeness [The process of communication must be complete in all aspects. It should convey all the information required ty te ‘idience. The messenger must take into consideration the recipient's mindset and convey the message according Thus, a complete communication always gives additional information wherever required, I eavs.n sues ef ‘mind of the receiver, This helps in better decision-making by the audience/readers/receivets-of the message as they je “all the desired and cri infomation, For example et us consider the statement "want to buld an office in 2 area”. In the cited example, the information is incomplete because, a large area doesn’t specify the actual area 1.4.2. Conereteness Conerete communication implies being particular and clear rather than fuzzy and general. Conereteness strenges ‘confidence of the communicator. Concrete message supported with specific facts and figures leaves nothing 2 imagination. It makes use of words that are clear and helps to build the rapport; hence not misinterpreted. For exarse Jet us consider the statement “I want to build an office in 1000 x1000 soft area" In this ease, the information is conee® as the exact area, within which an office isto be constructed i specified. 1.4.3. Courtesy In addition to considering the feelings and views of the target group, it is also important to approach the audiences friendly and courteous manner. The sender ofthe message should be polite, judicious, reflective and enthecnare Ux of terms that show respect fr the receiver contributes towards effective communication. The same goes for na wane in which you address someone. Hence, courteous message is positive and focused at the audience, 1.4.4. Correctness and rents greterimpet nthe iene ao ck the econ and acy a te re the message. 1.4.5, Clarity is characterized by short sentences, concrete words and sensibility, Clear or plain language is characteriz i con : Wie pe Emphasizes the essence ofthe mesage, Clary implies hing om a pei message or ger a ets nent trying to achieve too much at once 1.4.6. Consideration Ae ust consider the aience's view points, background, {nind-set, education level, ete. TH ‘sure that the self-respect oft Effective communicati helps us to envisage theChapter - 1; Communication Skis s y 10 emphasize on a. suitable cand emp eee a suitable approach, which stimulates Coneiseness i at is possible” rather than “what is impossible" 1.5. Language skills of communication Listening, speaking, reading and writing are the important parameters of communication, also Known as language skills as depicted in Fig L2 Fig12: Language skills of communication ‘These language skills are quite necessary for effective comprehend and develop language for proper and effective interpersonal Listening It refers to the ability of @ person to understand oral message or decode the encoded message, It is important during. meetings, personal interviews, group discussions and on various occasions. Epictetus said, “We have two ears and one mouth so that we can listen twige as much as wwe speak”, Thus, the process of communication is incomplete without listening. Speaking It refers to the ability and fluency of a person to deliver the message effectively. The one with good speaking skills is able to persuade people, win friends, negotiate fruitfully, motivate others; and even stands apart from the crowd. Reading Reading is the key to learning. A voracious reader acquires good vocabulary, better understanding of variety of topics, thinks creatively and logically. Reading opens vast arena of information and helps to develop emotionally, ‘mentally and psychologically. Writing It refers to the ability of a person to communicate hisher ideas or feelings in the form of words through e-mail, letter, memo, notice, circular, report, proposal, etc. The conveyor needs to be perfect in grammer and:punctuation as sometimes the meaning of the message changes due to ambiguous writing Fluency in any language is the combination of all these four language skill of communication and listening. plays vital role t0 accomplish effective ‘communication as it takes highest percentage amongst all [F Speaking 20% Fig13: Contribution of different language ‘skill in the communication process 1.6. Modes of communication : “Modes of communication broadly depend on two factors based on (i relationship between the situation‘abilty as shown in Fig. 14. 1.6.1. Communication based on relationship ' sea Bas relat etween the unicators, communication can be classified into two categories namely formal Based on elatonship between the or al and informal communication every, bt te are rather dine types of communication. It is quite easy and interesting to recognize the differences between the gmmunicators and (il)6 1.6.1.1. Formal cos Formal communi information and structure and chai seniors and officials, structure is typically t level employees who effective as it is a tn communication includes Based on relations munication Talicn fefers tothe flow of official information through proper, pr deliberate efforts are need ‘of command. In Hence certain rules top down, Leaders in are mely ‘memos, meetings, hip between Informal de ‘ation which is ma simpler words, it is the communication erforming their dui ound to follow formal comminicaton channels wile pe peal and systematic flow of communication, Comprehensive Modes of communication ation Skills B. E/B.TEeh. (Sem. yp ‘Communication $ led fk channels. Controlled flow op eet ation fils 2 hierarchy ‘rig made in an organization ys is formal communication, Thy owed ducing ation funnel down to lowe vm s. Wis Considray to the types of forma) electronic mails, et. led to communicate effectively. Formal co and reg ions are to be fol : various departments and senior staff in the 0 conferences, letters, presentations, speeches, Eye contact Facial expression Gesture appearance Tone volume sseconasesesegs Piteh Rate of words Modes of communicationchapter = 1: Communication Skills 1.6.1.1. Dimensions of formal communication 7 Within the organizational set-up, formal communication ca "ation can make up any of these forms as shi rms as shown in Fig. 1, Dimensions of formal communication Fig.1.$: Dimensions of communication process + Downward flow of communication Communication that flows from a higher level to a lower level in an organization is referred as downward flow of communication. In other words, it is a communication from superiors to subordinates with a chain of command. Its the most common form of formal communication, used by the managers to transmit work-related information and job instructions to the employees at lower levels to meet certain goals as per the expectations. It also helps in providing feedback on employees’ performance and highlighting the areas of attention, It includes orders and instructions represented in oral or written format, that include organizational publications, report, e-mails, circulars, letter to employees, group meetings, etc. + Upward flow of communication Communication that flows from a lower level to a higher level in an organization is referred as upward flow of communication. In other words, itis a communication, which passes from subordinate levels to management and senior levels. Common forms of upward communication include reports, suggestions, requests, feedback and complaints to their seniors. It can also be used by the employees to share their views and ideas and to participate in the decision~ making process, Upward communication leads to a more committed and loyal workforce in an organization because the employees are given a chance to raise and speak dissatisfaction issues to the higher levels. The managers get to know about the employees’ feelings towards their jobs, peers, supervisor and organization in general. Managers can accordingly take actions for improving performance. Grievance redressal system, complaint and suggestion boxes, job satisfaction surveys, etc. help in improving upward communication. + Horizontal flow of communication Horizontal flow of communication refers to communication between individuals who are at same levels of hierarchy ‘within an organization, but have different areas of responsibility and hence itis also known as lateral communication, It facilitates co-ordination of the task, co-operation among team members and helps in solving various organizational problems, Communication between managers of different departments pertaining to marketing, sales, ee. is the best example + Diagonal flow of communication ‘Communication that takes place between a manager and employees of other work-groups in an ecgaizaton is called diagonal flow of communication. It generally does not appear 0 organizational ai For ears Ea sgn ating ule, a trai ger interac stjans personnel to enguire about the way they perform their task. This Module a traning manager interacts win pet rt departments at ffret levels comuniate wit each ether ‘ype of cor inicat surs when emplo} yees of differ bref cmmuniation curs when empl pawn the manage oF Gay cnet depart and he ss team of marketing department is an example of diagonal communication 16. Informal communi tances like frends and parents. Its far more ation made with the aequ Leora Informal c ¢ of communi ie entra f communication as people interact with each oth ‘elational than formal and is a natural form oX communication « i ‘an be classified into two categories namely verbal and non-verty Include Gahots Nerbal communication is the use of words to share informe, een ther people. can eee include both spoken and written communication and a cAmmunication and even visuals. On the other hand, non-verbal communication sending and receiving of wordless messages. Correlating verbal and ‘non-verbal communication is very important ne ¢ don’t match, the listener loses concentration and rely more on non-verbal ‘communication. 1.6.2.1, Verbal communication te ‘words is defined as verbal communication. The use of words could bx roadly classified into (i) oral, (ii) written and (ii) visuals. | Any communication which involves the use of gt written. Verbal communication ean be br 6.2.1.1. Oral communication t (Gaal communication implies communication through oral tack, which includeindividuals conversing with each se & be it direct conversation or telephonic conversation_or technology driven communication. Speeches presentations. i discussions are all forms of oral communication. ss communication (meetings, lectures, conferences © interviews, ete.) is significant so as to build a rapport and trust) Being interpersonal, there is high level of undersun y and transparency in oral communication. As the feedback is-spontaneous, decisions can be made quickly without delay. However, oral communication is less authentic than written communication as itis informal and not as orpana~ as written communication, 1.6.2.1.1.1. Levels of oral communication Various levels of oral communication can be categorized as follows- aesaurea + Extra personal communication Communiation between human beings and non-human entities i called as extra personal communication Res 1 responds in sign language. Parrot responding to your greetings is an example for such communication. In this ype of communication, understanding is required between the sender and the receiver. \ sc + Intra personal communication Communication within a person's mind (within oneself) is called a intapersnal communication. It ise Bas oa other communication. Mizor talk is an example of such communication. Our understanding, response ins and read, depends on our intra personal communication. Dating ths communication, on shuld ty to oksps os you are and what you think of yourself. It also includes self-conversation, silent ta y Fig.1.6 i feast ob Beebe bee aa £0tion Skills Uf chapter - 1: Communi i «Inter personal communication : ” er personal communication is. vba een 89 OF mare thos, Ite pecenal coment at m is'fot just about what is actually 1 eae cles ben oe eet + Organizational communication Communication in an organization that takes place place at differe communication. It includes (i) internal communication (ii) fa a ee ve keane jcrganizsinal ofessional communication (iii) external communication Internal communication such as employee training modi re ns mi per c raining modules, messaging around ai i I " ee =n : Messaging around an organizat ission, inter personal communication between management and employees; professional communication cash a cna un cntancl communication such as public relations, announcements, press releases, marketing anterale and train ao Press releases, marketing materials and branding, + Mass communication Its the process of communicating the information to the large secti ion us © section of dia, It occurs wt the message s constructed and transmitted at stan places and often diferentes, Mass communist itu) limited to electronic media both recorded and lve-teevsion, radio, film tapes, emails and soon tis developing at 2 faster pace with technological advancement, ° ° orice =e ) 1.6.2.1 ritten communication Wrifen communication has great significance in today's business world. It is an innovative activity of the mind Effective written communication is essential for preparing worthy promotional material for business development. It involves careful choice of words, their organization in a correct order as well as cohesive composition of sentences. Writing is more valid and reliable than speech\Jt is generally preferred wh rd maintenance is required. Legal cosdsliriten communication helps ia lying defenses can depend upon written communication as it provides valid down apparent principles, policies and rules for running an organization) Verbal speech is spontaneous while writing causes delay and takes time as feedback is not immediate. 1.6.2.1.3, Visual communication (Visual communication is the practice of graphical representation of information to create meaning efficiently|So, itis \he- transmission of information and ideas using symbols and imagery. It is one of the three main types of communication, along with yerbal communication (speaking) and non-verbal communication_(tone. body language, etc). {In an academic context (the study of symbols and visual communications is called semiotics Imagine that you are on wean in a foreign city, a forget your el-If your Were at your native pia, you could stop and asking directions will not be the better ask someone for directions. But here, as you don't speak the language well, as cption. Instead, you can rely on maps, landmarks, routes and familiar signs, which successfully lead you back t9 yout hotel. In this scenario, you have Tound Four Way back almost entirely through visual communication, Thus, visual s it includes signs, graphic designs, films, | communication is believed to bé the type that people rely on most, as | typography and many other countless examples.(Visual communication varies culture to culture, so one needs to be aware of them before interpreting their sls commen wa fein Tadian mythology, the symbol of ‘swastik’ is very auspicious and lucky, but in Germany, the same symbol indicates fear. 1.6.2.2, Non-verbal communication Humans don’t just communicate with words. They als ‘0 communicate without words through expressions, gestures, etc i i 1 ice bal The famo iat vopologist Ray Birdwhistel has observed that 35% of human communication i ver and 65% Sena Nncverbal communzation ‘neludes (i) Kinesies (ji) Vocalics, (ji)Chronemics (iv) Haptics and (¥) Proxemics, Non-verbal communication is unintentional, spontaneous ‘and unstructured but it supports verbal communication: It influences how the message is received and interpreted by the receiver. 1.6.2.2.1. Kinesics The word ‘kinesics’ comes from the root arms, body and face movements. It includes eye cont which means ‘movement,’ and refers to the study of eyes, hands, word kinesis, facia! expressions, postures, gestures and physical appearance act, + Eye contact emote dered as a form of body language, a jing at a person. Eye contact is mutual gaze, considered as a form o whi Ni em sed me tc. ie the most effective means of establishing rapport and making ae10 Communication Skills - B, E/B.Tech, (Sem. yp focused and paying attention, The saying “The eyes are 4, S reveal your emotional state, whether happy, sad or any other relat? ‘ugh them, one can see the person's soul. So, always maintain et Sr. A person must ensure that he / she should not fix hisIher gaze at one person fe more than S seconds. On the other hand, too much fluttering of eyes could indicate lack of confidence * Facial expressions impression with the audience. It indicates that you are window to the soul” aptly describes that your eye emotional state, Eyes are so transparent that thr contact with your audience. How Facial expression isa form of nonverbal communication, which includes anger, fear, confusion, happiness, sadness a4 Surprise Face is considered as the most expressive part of eur body. It gives the best reflection of what person fele ¢ Fea crarecaenlize whether a person is happy, sad, disgusted, surprised, contemptuous, angry or fearful [Fig.1.1] its Thee hither anak? Control the facial expressions while speaking. For example, during public speech, if the presenter fee that hisher speech is not going well then hishher facial expressions reveal the sign of losing hope. Instead, the Presente, should try to control his/her emotions, get involved in presentation and connect with the audience. HAE OD - aa aan aa ON ed Pe Pe Happiness Sadness Disgust’ Surprise Contempt Anger Fear Fig.1.7: Illustration: Facial expressions Facial expressions are inherent assets of an individual and most of them are universally familiar. Among all, smile is 2 Powerful communicative signal. It is an involuntary reflection of an internal emotional state. But smile should complement verbal speech. It should be congruent with the speaker's words. © Posture It generally refers to the way we hold ourselves, when we stand, sit or walk. A good body posture indicates confidence There are four general human postures: standing, sitting, squatting and lying down, Most of our communication occurs while we are stand or sit. Within each of these postures, there are many variations; and when combined with paricula: gestures or other nonverbal cues, they can express different meanings. One interesting standing posture involves putting ur hands on our hips; itis a nonverbal cue that we use subconsciously to make us look bigger and show assertiveness. Fig.1.8 indicates various postures along with their intended meanings. Straight Posture: It reflects speaker's confidence and self-control. A person with straight posture becomes cynosure of all eyes, Leaning forward: It shows speaker's enthusiasm, interest and respect for audience. Leaning backward: It indicates negativity, disinterest and selfish attitude of the speaker. Slouching to one side: It indicates disinterest, casual approach and lack of attention of the speaker. Y Hunched shoulders: It reflects lack of confidence, low selfesteem and unpreparedness of the speaker. In terms of sitting, leaning (both forward and backward) on a chair is nat a good idea, position. Leaning forward a bit will reflect your confidence, le much leaning backward |Fig.1.9] indicates casual approach as wel aA One must sit upright in a relaxed ning too much forward means impatience while too Il as disinterest in the entire process,1; Communication Skills cater = u } 1 I ql 4 v¥ XXX XX VA i XS Xe ae Fig. Ilustration: Standing postures x x v Figa.9: Iustration: Sitting postures + Gestures Gestures refer to a type of non-verbal communication which uses a part of ‘the body with or without verbal communication, They generally refer to movements made by hands [Fig.1.10}, head or hand-over face [Fig.1.11]. Skillful and appropriate gestures can add to the impact of verbal communication. ‘There are three main types of gestures: adaptors, emblems and illustrators. ‘lg. 1.10; Hustration: Gestures made by bands peation Skills - B. E./B.Tech. (Sem- Vil) Choosing Thinking Boredom Fig jon: Meaning conveyed by various hand-over face gestures Adaptors are touching behaviours and movements that indicate internal states typically related to excitement or anxiety. Adaptors can be targeted towards oneself. They are of two types: self-adaptors and object-adaptors. They are usually unintentional and involuntary. Self-adaptors manifest internally such as coughs or throat- clearing sounds, fiddling with hair, biting fingernails, tapping foot or leg, biting lips, wringing hands, clenching jaw, forehead rubbing, ear pulling, ete. Many of us subconsciously click pens, adjust one’s clothing, play with jewellery or engage in other object adaptors during classes, meetings or while waiting as a way to do something with our excess energy. Emblems are gestures that have a specific agreed-on meaning. Okay sign with thumb and index finger joined to form a circle with the other three fingers sticking up, finger pointing at someone, circling the index fings: around at the side of your head says “He or she is crazy,” or rolling your hands over and over in front of you says “Move on”, etc, are examples of emblems. Gestures through embiems can be still or in motion. Mlustrators are the most common gestures used to illustrate the verbal message they accompany. Unlike emblems, illustrators do not typically have meaning on their own and are used more subconsciously than emblems. These involuntary and seemingly natural gestures flow as we speak but vary in terms of intensity and frequency based on the context. Although we are never explicitly taught to use illustrative gestures, we do it automatically. For example, you might use hand gestures to indicate the size or shape of an object. + Physical appearance Before a speaker utters a single word, he/she may impress the audience just with his/her appearance. Itis said that first impression is the last impression. Physical appearance speaks a lot about a person’s education, knowledge, confidence, character, attitude, willingness and overall personality. A speaker, while communicating with public, must be presentable and professionally attired to meet the expectations and requirements of the audience and the occasion. As & speaker spends enough time and takes lot of efforts in preparing speech, he/she should invest enough time even for hishher appearance. The speaker should always remember that all the eyes in the hall are on hinvher. He/she would be jccoscopically observed, in totality, by the audience throughout the speech, Hence the speaker should choose proper attire, footwear, hair style, make up and accessories that suit him/her the most. The presentable appearance of the speaker helps the audience to develop a kind of rapport and congruency with him/her. The moment the speaker enters the hall, the audience starts judging him/her, Hence in order to gain and retain audience's attention, the speaker must appeal to their aesthetic sense and this can be done with impressive physical appearance. 1.6.2.2.2. Vocalics Vocalics communication is a subset of oral speech involving the phonological rather than the morphological ot syntactical level of language. It is the study of paralanguage (vocalized but nonverbal parts of a message), which includes the vocal qualities that go along with verbal messages, such as pitch, volume, rate, vocal quality and verbal fillers as depicted in Fig.1.12. We typically adjust our volume based on our setting, distance between people and relationship. * Pitch helps to (i) convey ‘the exact meaning as per the situation, (ii) regulate conversational flow and (ili) ‘communicate the intensity of a message. Even babies recognize a sentence with a higher pitched ending as achaper- 1: Communication Skills question. We also learn through observation have falling emphasis. Speaking rate refers to how fast or slow emotional state, credibility and inteligence. As with vege ability of others to receive and understand verbal mesawes SIRES. A. slow 5 attention to wander, A fast speaker may be difheun ! can actually distract the listener. Iti, therefore, bert: ene Dilfcu 4 person speaks and ean fe peaker could bore others and lead their aed ty in understanding due to fast delivery el '© use normal word limit of 125-150 words per minute Verbal fillers Fig. 1.12: Non-verbal cues of vocal * Tone of voice can be modulated with pitch, volume and emphasis, but each voice has a distinct quality known as vocal signature. Voices vary in terms of resonance, pitch and tone, and some voices are more pleasing than others. People typically find those voices pleasing that employ vocal variety, are not mionotoneus are sot, pitched and do not exhibit particular regional accents, * Verbal fillers are sounds that fill gaps in our speech as and when we think about what to say next, They are considered as a part of non-verbal communication because they are not like typical words that have specific meaning. Verbal fillers such as ‘um’, ‘uh’, ‘like’, and ‘ah? are common in regular conversation. They are generally used if the communicator needs to take a pause for a moment to think before continuing with verbal communication, 1.6.2.2.3, Chronemies Chronemics refers to the study of how time affects communication. Time can be classified into different categories including biological, personal and physical time. * Biological time refers to the chythm of living things. Humans follow a circadian rhythm, meaning: we are on a daily cycle that influences when we eat, sleep and wake up. When our natural rhythms are disturbed, our communication competence and personal relationships can suffer. Thus, by maintaining biological time in mind, one can communicate effectively with others. * Personal time refers to the ways in which individuals experience time that generally varies on the basis of our ‘00d, interest level and other factors. Think about how quickly time passes when a class of your ov interest is engaged in an effective manner and reverse is the case with disinterested class. Perception of individuals vary based on whether they are future or past oriented. People with pastime orientations may want to reminisce about the past, reunite with old friends and put considerable time into preserving memories and keepsake in serapbooks and photo albums, People with future-time orientations may spend the same amount of time making career and personal plans, writing to-do lists, ete. ical tis fect + Phy Jes of days, years and seasons. Physical time, especially seasons, can a ea eae at eaten Some people experience seasonal disorder that leads them to experience emotional distress and anxiety with the changes in seasons. 162.24, Haptics Haptics rete i touch. The sense of touch his the power to console someone at a Sek of competence in non-vettalcommuntato, related 0 touch, can have negative interpersonal onsauence Fe Perabl if person gives «firm handshake without knowing its importaee and relevant eieums ee he othe PRS ight make negative judgment about hishhee confidence or credibility, There we al \ cl 18113) including: fantional-preessional,socil-polif,fiendship- warmth, lve-intimacy, es EEication kils -B-E/B-Tech. (Sem yp professional interactog stylists, doctors, nurs, 1 inappropriate Commu of a routine barbers, hal be seen as intimate o art ‘Al the functional-professional level, touch is related to @ goal or Pa fe which makes it less threatening and more expectant. For example, We tattoo artists and security sereeners touch us in ways that would other notin a professional contest Handshake + Appaton the arm TA paton the shoulder “Touch of “Barbers sMaiestyists + Doctors + Nurses Hoo artists Security screeners ing close + Walking close si by side ‘Touching face + Holding hands + Embrace Fig.1.13: Non-verbal cues of haptics urs help to initiate interactions and show that ‘and a pat on the shoulder are examples of social-polite touch. Shaking hands, especially in a professional environment, should be firm and not loose. Az ‘© At the social-polite level, socially sanctioned touching behavio others are included and respected. A handshake, a pat on the arm Three basic attitudes iron handshake [very strong handshake] can indicate that a person is trying to domi equality [Fig.1-14) are transmitted through handshake and they are (i) dominance (ii) submissiveness and Bee Submalssiveness BLSt 14: Different types of handshakes ¥ Turning the hand so that palm faces down during the hand shake reflects dominance. Y Turning the hand so that palm faces upward during handshake reflects submissiveness. ¥ Turning the hand so that palm faces neither upward nor downward reflects equality. At the functional-professional and social-poite level, touch still has interpersonal impli evel i plications. Thi professional and not intimate, betweer hair stylist and clients or between nurse and patient, has aia e therapeutic and comforting. In addition, a social-polte ouch exchange plays into intial impression formation, Whi fcan have important implications for how an internetion nnd relationship unfold “um ‘© At the Friendship-warmth level, touch lets another person know that we care for fnwner This touch is probably the most dial to inverpre cate vel and Rave interest © At the love-intimacy level, touch is more personal and is t ct id is typically exchanged only bet i ce rs fet as best ind close family members and Ie partes. Touching faces, holding hands nd ilo embraces are examples of touch at this level, " inne full Exes© acer 1: Communication Skis 1s 14:.2.2.5. Proxemics en ew + pay 4 ae and distance influence non-verbal communication, For example, when we = _ a hes distant’. Let us more closg lose 10 hinvher, When we lose connection with someone, we vay say he! she is ly examine the proxemic di wi csp oferty to beter understand how proxemics fanctons in nameertalconsnaieaton Weall have varying definitions of what our “personal space” ‘ pace” is, and these definitions are context on the Sittin andthe relationship. Scholars have identified four vanes whish se public soe erseal nd innate diane. The zones are mre ee than circular, taking up more space in our front than at our side or back where we can't monitor what people do [Fig.1.18}. Even within a particular r w Sera ee eee oe ISL Een Particular zone, interactions may differ depending on whether + Intimate space When we breach the invisible line of 1.5 feet away from the speaker, we enter the intimate zone, which is reserved for only the closest friends, family and partners. It is impossible to completely ignore people when they are in this space, even if we are trying to pretend that we are ignoring them. A breach of this space can be comforting in some contexts and annoying or frightening in others. Being close to someone and feeling their physical presence can be very comforting when words fail. There are certain social norms regarding this type of closeness that can be displayed in public, as some people don’t like outsiders entering this zone. + Personal space ‘Much of our communication occurs in the personal zone, which extends from 1.5 feet to 4 feet away from us. Even though we get closer to the other person, we may use verbal communication at this point to signal that our presence in this zone is friendly and not intimate. Even people who know each other could be uncomfortable spending too much ‘time in this zone unnecessarily. This zone is broken up into two sub-zones, which helps us to negotiate close interactions ‘with people we may not be close to inter-personally. The outer-personal zone extends from 2.5 feet to-4 feet and is useful for conversations that need to be private but that occur between people who are not inter-personally close. The inner-personal zone extends from 1.5 feet to 2.5 feet and is a space reserved for communication with people we are interpersonally close to or trying to get to know. In this sub-zone, we can easily touch the other person as we talk to hhinvher; briefly placing a hand on histher arm or engaging in other light social touching that facilitates conversation, selfisclosure and feelings of closeness. Social space (4"-12"1 Personal space 4") Intimate space 0-15") Fig. 1.15: Proxemles zones during communication‘Communication Skills - B. E./B.Tech, (Sem- VII 16 + Social space eaker. It is typically in the context of a Communication that occurs in the social zone is 4 to 12 feet away from the speaker. It is typically professional or casual interaction, but not intimate or public. This distance is preferred in many Pee eat because it reduces the suspicion of any impropriety. The expression “keep re ea aes (eee econ someone is kept out of the personal space and kept inthe social/professional space. In many {yPicM! Nt ni much of the audience for a speech will actually be in a social zone rather than in a public oe ra because it helps to establish a better connection with them. Students in large lecture rooms shoul peeaeeene the social zone ofthe professor, Students who sit within this zone are more likely to be remembered by fe PNT tN, acknowledged in class and retain more information because they are close enough 10 take important Ah At Oe visual cues. Students, who talk to the teacher after class, typically stand about four to five feet away, wh ft cps them in the outer part ofthe social zone, typical for professional interactions. Students will come closer when they re personal information to discuss. This brings them into the inner part of the social zone. + Public space Public space starts about 12 feet from a person and extends out from there. This is the | Qo zones. When a high-profile or influential person like a celebrity or executive maintains such a distance as a sign of power or for safety and security reasons, he'she is following public space, It would be difficult to have a deep conversation with someone at this level because one has to speak louder and do not have the physical closeness that is often needed to promote emotional closeness and to establish the rapport. ‘Thus, intimate and personal zones refer to the space that starts close to our physical body and extends to 4 feet. These zones are reserved for friends and close acquaintances. While social and public zones refer to the space, which is nearly 4 feet away from the speaker and the communication that typically occurs in these zones is formal and not intimate least personal among the four 1.7. Barriers of communication “arrier isan obstacle that distorts or disrupts the message leading to failure of communication as it manipulates the intended \-nzaning of the message Font reachiag the audience. Coniiunicaton is effective Ht flows freely in a loop between the sender(s) and the receiver(s). Here, free flow refers to uninterrupted transmission of the information through an aprropriate medium, correct comprehension of the message by the receiver and a relevant and appropriate feedback from the receiver. Misunderstanding, irrelevant responses and undesirable reactions are the consequences of a failed communication exercise. Barriers to communication range from simple distracting noises to the most complex psychological factors. These barriers ray cause a simple communication gap ora total failure of communication. Communication gap can be bridged but retrieval ofa situation caused ‘by miscommunication would be rather difficult. Barriers to effective communication can retard or distort ‘the message of intention of the message conveyed by the messenger, which is simply revealed by the feedback sent by the recipient. Major barriers of communication could be due to “ + Limited vocabulary + Incompatibility of verbal and non-verbal messages ‘+ Emotional outburst Poor listening + Lack of confidence 1.7.1. Types of barriers ‘No matter how good you are, barriers do often occur during communication; ti point. Some major bariers that can hinder communication ar illustrated in Fig. 1.16. ieieae noes iar 1.7.1.1, Physical barriers Physical barriers are the barriers that often arise due to various factors such as tr as ti that prevent individuals from effective communication, ime, distance, climate, ete. [Fig. 1.17] Is + Time and distance Barriers related to time, such as delay caused in receiving the message due to physical distanc a 4 f the ser tance betwe the receive, diferent time zones ofthe sender andthe receiver ofthe miessge, eae knowa ag eho Many times barrier ierented def passinga message at inprope tims This may arise besa of on a time due to long distance ty calculation ofChapter - 1: Communication Skills . Distance ne eee ar haulers the communication process. The more the distance; the more technical channels are needed. The sender and the receiver need to include machines as media for encoding. and decoding messages. Bringing people together to work towards a common goal when they aren't even on the same continent introduces real challenges to efficieney ° Mechani barriers La Semantic Psychological barriers Cultural barriers Gender Barriers to effective barriers communication barriers Fig. 116: Barriers that hinder effective communication + Choice of medium Medium and channels of communication must be decided on the basis of the role it plays, distance that must be covered, disturbances that might arise, etc. The medium that is suitable for a particular distance with the least noise should be used for communication. If not, then the medium itself acts as a communication barrier and disrupts communication flow. Mechanical and technical breakdowns such as computer crash, virus or no network coverage can occur anytime. There are various media and channels of communication like face to face, oral communication, telephonic, e-mail and audio visual. No channel is ideal and perfect in every situation. If persuasion is to be made by a sales manager, face to face communication is more suitable than talking on phone. Written communication is required in case of formal relations. But while communicating with illiterate people, this channel fails. Illiterate people are to be communicated orally and with the help of pictures. Face to face communication has the least physical communication barrier and is easier as compared to other communication channels. barriers Choi medium ‘ime and Distance Fig. 1.17: Causes of physical barriers + Climate/ Environment tion can by to certain f tive communication du (ors in Environmental barriers to communi anything that hinders eff I¢temperature of a place is too high or low, the surroundings or external environment where communication takes plac— 8 Communication Skills - B. E./B-Tech, (Sem- Vif people cannot concentrate on the information which they send or receive. It promotes uncomfortable feelings which lead to environmental barrier, Similarly, inadequate or excess lighting impairs proper visual communication + Information overflow ethan that can be received at a particular time by the receiver, then communication fails The receiver does not have the capacity to get all the information and thus can miss some important points misinterpret the meaning of the whole message. The message, then, will not get the desired outcome causing the ‘sommunication to be ineffective and act as a barrier. Work overload and information duplication also lead to physical ‘communication barrier ‘When information becomes m ‘Thus physical barriers obstruct effective communication. If they are reduced or eliminated then communication becomes effective as there is less distortion and interference, 1.7.1.2. Physiological barriers - Physiological barriers are the limitations of human boxy) They arise due 10 an individual's personal discomfort caused by ‘Ul health, poor eyesight, hearing difficulties or some physical disability. Physical discomfort distracts attention from communication and the message is not conveyed clearly. These barriers often limit or prevent a person with a disability from fully participating in social, occupational and recreational activities 1.7.1.3. Psychological barriers ‘Psychological barrier of communication influences the psychological state of the communicators (sender and receiver) which creates an obstacle in effective communication, If the communicator is at stress due to a chronic illness, it may impinge hisher communication with others. Commuitication is highly influenced by the mental condition of the communicators {Fig 1.18]. If the communicator is not emotionally well, he/she will not be able to communicate Properly Lack of attention Fig.1.18: Causes of psychological barriers = Lack of attention It becomes very difficult to convey message to the passive listeners when they are disinterested or bored. Lack of attention can occur due to various reasons. When a person is fearful, anxious, elated, angry or preoccupied with different thoughts, he/she is not able to focus on the conveyed message, frame questions, focus on the matter, interpret a message, ate. + Premature evaluation Many times a speaker is judged even before he/she opens his/her mouth. Many people form opinion about the speakers and jump to conclusions even without knowing them. When the listener evaluates the speaker on the basis of histher past behaviour or opinion of others, he/ she is not able to grasp the message, creating barrier to communication, + Poor retention Retention of information is the capacity of brain to store information. Brain does not store all the information it comes across, but only the ones it considers useful for future. So, half the information is lost in the retentica process. Sumitarly brain also loses information that is old and is not used for long time. Extracting the information is also a process in the formation of message. Here, brain tries 10 remember the required information, the fragments of which have already lost. For example, you were told, in advance, about a person coming to meet you and hal been iven the person's€ © hapser 1+ Communication Skills addrecs, phone number, etc. Now, you have to communi ~ gation you may remember the name and address and er to communication, 9 ie the information to somebody else. At the time of forget the phone number. In this way poor retention acts + Distrust Communication i vine an one ie communicators trust each other. If there is a lack of trust between them, the ivociver eles sive an oppesi 'e meaning from the message and may ignore it. Because of this, communication tecomes loes not trust the speaker when: he/she tries to force his/her own ideas and opinions cathe receiver + Binotions ‘The emotional state ofa person ata particular point of time affects his/her communication with others ait has an impact on the body language. Emotions are our feelings about the world around us. Emotions such as joy, sorrow, fear, xcitement, anxiety, tension, ete. may create barriers. Emotionally excited communicator is unable to organize his/her message properly. The perplexed, nervous and excited state of mind never allows smooth flow of communication. + Perception Itisa fact that we all see the world differently. Two persons can think differently ata particular situation, for a particular person and in a particular time [Fig.1.19]. SS ‘< Fig 119: IMustraton of human perception How we perceive ideas might be different from the one with whom we communicate, How and what a person perceives internally about what is going on externally is difficult to detect. This affects how we communicate with others and how ive receive messages communicated by others. Perceptual barrier, like most other barriers to communication, act as fillers to how we interpret messages. 17.14, Mechanical barriers CTectnical sources of interference in the communication process such as noisy communication, machines or instruments bsence of means of communica Seca transmission interruption and power failure are generally referred to as mechanical communication barrierg [Fig.1.20]. This is not just limited to media such as radio and television; it also includes machines used by people With hearing or speech impairments. Noise Mechanical instruments and machines require constant maintenance, Due to wear and tear, passage of time and with regular use ther abit to function properly breaks down. Noisy reception interferes with their use as communication tools: Defects in the machinery may also cause noise that creates a communication barrier. Transmission interruption ‘Theee are many forms of transmitted communication; email, fax machines, pagers, cell phones, rai, ete: All ofthese operate by recevina transmitted signals. For any reason if there is an interruption in receiving the signal, dete also exist an interruption i the sevice, The duration and frequency of interruptions are based on the source of the signal. These interruptions are mechanical communication barriers. + Power failure Electronic devices used in communication are only useful if there is a steady source of power. West take eletrcty for granted; however, the isolated locations and underdeveloped countries may depet is generated by a single source. Power failures cause a mechanical communication barrier. n countries often {on electricity that —20 Comm cation Skills -B. E/B.Tech. (Sem, 1p Transmission interruption 1.24 : Causes of mechanical barriers 1.7.1.5. Language barriers Language is needed for any kind of communication. Even people with speech impairments communicate with sig fanguage and Braille€Communication becomes difficult in situations where people don't understand each of language) The inability to communicate using a language is known as language barrie Language barriers are the mos comuhon communication barriers which cause misunderstandings and misinterpretations between people. ‘These barrie arise due to variety of reasons as listed in Fig.1.21. Difference in language fference in language is the most obvious barrier to communication as two people speaking two different language ~~ “cannot communicate with each other effectively. If the speaker and the receiver do not use the same Janguage”an¢ words, then the communication becomes ineffective. By using the words which the other person doesn’t understan¢ makes the communication ineffective and prevents message from being conveyed. —* Regional accents and dialects language is same ialects and accents; the meaning, implicatoe ferent, which may lead to various kinds of conflicts. 7 (the accent and dialect (use of words) of people belonging to different places differ even if thei “Though the languages are technically same but when used with different and interpretation of words become Language barriers F§§ —SSS——S 7] > eset Jy 5 Linguistic ability a [| —J | a ig: 1.21: Causes of language barriers + Linguistic ability Linguistic ability is the expertise of a person in a particular language(it a person with high vocabulary and linguistic ability talks with another with low ability, the receiver so understand the sender’s message, Hence too mut! difference in linguistic ability leads to failure of communicatio Grammar and spelling 54 Grammar and spelling become a barrier in communication as people fiom different parts of the world use it di ar and spelling mistakes create barrie in written communication. )For example, there may be a typing error wh? the typist types ‘don’ in place of ‘done’. The spelling and grammar checker of the computer does not label it as wrong, ferentlyt = eet Communion Skil i Chapt don" is also a correct word, But the word can change the complete meaning of the sentence or make, the sentence ambiguous. 1.7.4.6. Semantic barriers sceiver that may arise due to the different Gemantic errs and other symbols ysed in-comnunication) They Usually arise when the information is notin simple the main causes of ain 0 ms nd contains those words or symbols that h ceanings [Fig. 1.22], Following are barriers: langu i 1 vant barriers refer to the misunderstanding between the sender and the Fe {seman * ) ~Homonyms | Sihere are several words that carry different meanings and often people get confused with these words and interpret them differently due to the difference in their educational and social backgrounds. ‘Such the word ‘Crane’ has different reaning in different contents as shown inthe sentences below Ex: The bird sanctuary is full of cranes ’ ~The builder used a crane to lift heavy steel rods. 4 ; t ! ‘The gitl has to crane her neck to watch the movie. J + peace the communicator must ensure thatthe recipient receives the same meaning which he intends to pass + Wrong expressions Many times, message isnot formulated properly andthe language used isso difficult that it can be misinterpreted by the recipient, The message is said to be wrongly expressed if incorrect words are chosen, sentences are not properly sequenced and punctuation marks are wrongly ‘used) Such messages consume a lot of time to understand as it requires corrections and clarifications. + Faulty translations der translates the message as per his/her level of understanding irrespective of the recipient's lected information from his/her superiors and subordinates and | ranclated the same information to all employees as per the understanding level of the superiors. This may lead to mnisinterpretation of the message. Thus, it is required to mould the message according to the understanding levels of the employees to have an intended response. The message has to be put into proper words that are appropriate to the framework in which the receiver operates it or it must be accompanied by an interpretation which is understood by the Sometimes the sen comprehension level. For example, a manager coll : Causes of semantic barriers Fig h.2 ~~ Ambiguity (Sometimes the sender makes assumptions about certain things which he/she feels the receiver must know and focus only ‘on the subject matter..But in the case of a special message, if the assumptions are ous and uinelear to the receiver then the communication might et adversely affected. For example, many times doctors write in the prescription *S considering that the patient understands its meaning, But patient may not know that ‘SOS’ means “use it if required” In this case, the doctor has made wrong assumption about the patient's level of knowledge ae + Jargons . Jains are the technical words used in communication. Otten people working in the tec ps duction managers, IT managers, ele. use the technical jargons in their communication which may be quite difficult | rae man to understand. For oxmple, technical wos ued by professionals such as dstrs lawyers et. are easily by people in the same profession. Words such as docket (a list of cases scheduled o be heard in the nical groups such as engineers,> = * Communication Skills -B. E/B-Tech. (Sem. jy gue beneath the skin) ~is aj le it may be a barrier 2 court on a specific day or week) is a jargon used by the lawyers, Cellulitis ee ea nil tused by the doctors. People in similar profession understand the technical wo others to understand such technical words. + Choice of words ee by a particular per While describing something, appropriate choice of words must be considered. ‘The verde Sa ee eh two nuns show their agreement on something can be taken as sarcasm which is negative in ras proper meaning, and can homonyms, homographs, homophones should always be avoided as it doesn’t sent 1° Pe oF language barter; interpreted in any other way. So, the message will not be sent as intended which acts communication. " jecti tion for wh ‘Thus, semantic barriers lead to misunderstanding of the information and the objective of communica hick was intended, gets disrupted, 1.7.1.7. Organizational barriers It refers tothe hindrances inthe flow of information among the employees that might result in a commercia} flue ofy organization. Major organizational constraints are listed in Fig. 1.23. + Rules and policies Some organizations follow rules and policies very strictly. This may restrict employees from sending any message. Fe example. if it is the organization's policy that every communication should be in writing, it delays the transmission oft message and hence decision making. Observance of rigid rules and regulations relating to communication causes la: delivery of message and discourages employees in conveying their creative and innovative ideas. On the other hant organizations where such rules and regulations are flexible and communication is free, employees feel encouraged ax ‘motivated to come up with new ideas and options. + Hierarchical positions The employees of each organization are divided into several categories based on the level of their organization. Te ‘communication between people occupying the top most position of hierarchy and the lower level occupants is most) formal. This formal communication can often act as a barrier to effective communication. For example, a lower leve ‘employee may be reluctant to send a message to the higher authority due to fear of sending a faulty or incorrect message The greater the difference in hierarchical position, the greater is the communication gap between employees a executives. Rules and policies 1rchial positions Organis facilities Organizational barriers Complex organizational structure ‘Too many transfer stations, ig1.25; Causes of organizational barriers~Ly Chapter - 1: Communication Skills a Organizational facilities Organizational facilities include telephones, stationery, internet, wi-fi, fax, ete. provided to facilitate the communication of the employees. On the other hand, the lack of such facilities can adversely affect communication Complex organizational structure Communication is affected when the organization has a large number of management levels. With more levels, communication is delayed and the message may change before reaching the intended receiver, particularly in upward direction. Thus, communication is the key to suecess of an organization. Employees communicate with each other in a ‘way that improves the organization as well as the overall quality of communication. ‘Too many transfer stations Sometimes in big organizations, message gets transferred from one person to another and then to another person in the form of a chain. The longer the communication chain, the greater are the chances of miscommunication. This is because at every station, the message gets distorted because of poor listening skills and lack of concentration. Apart from this, the message gets filtered out at every station as per the assumption of the sender and the receiver. 1.7.1.8. Cultural barriers In a multicultural environment, effective communication requires the ability and willingness to manage workplace diversity to overcome cultural barriers. When we join a group and wish to remain in it, sooner or later we need to adopt the behavioural patterns of the group. These are the behaviours that the group accepts as gestures of belonging. The differences in cultural values cause socio-cultural barriers. Depending upon the geographical location, the cultural barrier may arise. People of western country, visiting India, if unaware with the Indian gesture ‘Namaste’ may get confused when greeted with joined palms than a handshake 1.7.1.9. Gender barriers There exist noticeable differences between the thinking and speech patterns in a man and those in a woman. It is found that male and female brains are structured to process information differently. This makes relation between women and men complex posing many communication challenges. Each gender has a distinctive communication pattern and often mistakenly assumes that the opposite gender thinks and acts as they do. This is where miscommunication arises because cach side believes that they are communicating clearly based on their own communication patterns but actually they are not. 1.8. Methods to overcome the barriers of communication Communication is not always successful. Miscommunication can originate at any level - transmitter, medium or receiver. A proper recognition of these communication barriers and the methods of overcoming them are essential for Proper communication flow. It is essential to overcome these communication barriers so as to ensure smooth and effective communication. The speaker should ensure that the process of communication should be free from any kind of barriers. The speaker should be familiar with several methods of overcoming communication barriers which can be minimized through the following ways: * Maintain clarity of speech ‘The speaker should be very clear about what he/she intends to convey. He/she should know the objective of the message and therefore should arrange thoughts in a proper order. + Bea fluent speaker A fluent speaker can successfully complete a communication process. The listeners are always attracted towards a fluent speaker and pay attention to what helshe says. The speaker heeds to maintain his/her rate of speaking along with clarity and brevity of speech. * Be confident Lack of confidence or shyness can become a big stumbling block in a communication proc ‘confident in the process of communication. A confident speaker wins half the battle and ean overcome the barriers easly s. A speaker must remain7 24 + Follow consistency in message iesorweticny The speaker should remain consistent with the message he/she glves. The information should not De It should be in accordance with the objectives, policies, programmes and techniques of the corganizati + Usé right tone and voice modulation frould use pole Harsh tone and improper voice modulation may affect the communication process. Hence the PLC. jy suitable voic mess tone while delivering hisher message. The speaker should be able to convey hismer ‘modulation. » Use suitable language | is semen eee Th ea ymunication. Simple uring com! ns used urHTE the sender for bete To overcome language differences, the sender should use the language whieh sender should explain meanings of unconventional or technical terms and jargo direct and natural language should be used. Paraphrasing technique can also be use communication. ‘+ Make proper eye contact Fon other person. It aie Maintaining proper eye contact with the receiver shows thatthe sender s paying attention t9 WDE AAT! Tee 8 indicates sender's enthusiasm and intrest in the communication, Even the receivers canno\ Proper eye contact is maintained. + Use proper gestures, postures and facial expressions {important during communication; e veal ees res postures an fail express ae highly ee cae cue cup thee ® the communication can break or cx speaker should take care while using them. In absence of proper non-verbal cues, Chay ‘become meaningless for the receivers, On the other hand, balanced use of non-verbal cues complements spedisi 9 message, ‘* Develop mutual interest “The sender of the communication should prepare the structure of the message not according to his/her own lee = ability but should keep in mind the level, understanding or the background of the receiver. This helps the sea develop a good rapport with the receiver and also in getting constructive feedback from them. ‘¢ Ensure appropriate feedback from the receivers ‘The purpose of feedback is to find out whether the receiver has properly understood the meaning of the informi®# received. In face-to-face communication, itis easy to get feedback from the reactions and movements of the ees" But in case of written communication or some other sort of communication, the sender should ensure proper meth! feedback. Feedbacks from the receivers help the speaker to improve hisIher delivery of the message and direct him™ to adapt necessary changes in hisher style of delivery. + Bea good listener 1 Iris the essence of successful communication tha both the sender and the receiver should be good listeners. Baths | listen to each other's point of view with atention, patience and positive attitude, A sender ean receive much reevsl"® needed information by being a good listener. ; 1 * Convey respect, | ‘The speaker should convey respect forthe listeners through his/her box ene q 4 a ly language. If the speaker respects the list they wil as reciprocate the ame an this would ensue south communication pence 2 1.9. Do’s and Don’ts of communication Ifa speaker takes special care of what 10 be done and what to be a , ye ue ‘ a woided while communicating, he/she ca ™ communication effective. Here are a few do's and don'ts that a speaker should follow [Fig.1.24)-~_ a (Chapter - 1: Communication Skills . + Use the language known to both the parties «Be aware of your body language «Be connected with the receiver Speak confidently “Don't be aggressive +Have proper eye contact “Don't be nervous *Be clear and audible *Don't overuse abbreviations, technical jargons +Paraphrase *Don't exaggerate expressions + Listen actively and then give feedback “Don't under estimate the receiver + Be open minded for persuation “Don't react instantly tain appropriate distance *Don't monopolize the conversation. *Don't be excited/emotional *Don't get distrubed due to known/unknown barriers Don't criticize Don't use negative statements Fig:.24: Do's and don'ts of communication 1.10. Review questions }. Why is voice modulation important during communi |. Write @ note on diferent types of handshake. What does each type signify? ‘What is communication? Explain its importance in daily life, Explain the process of effective communication in detail. Write a note on 7C’s of effective communication. Classify and explain different modes of communication in detail. Differentiate between formal and informal communication Explain three different levels of verbal communication. Explain different forms of non-verbal communication. Define the terms (i) postures (ii) gestures (iii) proxemics, Why is perfect coordination between verbal and non-verbal communication important?” Why do barriers occur during comrhunication? Explain the barriers of communication in detail Explain how semantic barriers hinder the process of effective communication. How does environment act as a barrier during one’s communication? How can a person overcome the barriers of communication? Explain any one situation or incident of your life where communication failed due to some barrier. 3. Explain any two barriers which you came across while attending classes. Discuss in detail some of the non-verbal cues used by your favourite speaker while delivering a speech. Explain an incident of your classroom where, due to improper ot no feedback, the communication process fale.