Communication Skills

BM002-4-0

Diploma - Foundation (Level 0)

 Topics & Structure of Lesson

• Communication
– What is communication?
– Why do we communicate?
– How do we communicate?
– Verbal communication
– Nonverbal communication
– Formal informal
– Process of communication
– Communication channels

Communication Skills BM002-4-0 Communication Skills Slide 2 (of 36)

 Learning Outcomes

• At the end of this chapter, you should:

– know what is communication,
– know why it is important, and
– know how messages can be communicated
effectively.

Communication Skills BM002-4-0 Communication Skills Slide 3 (of 36)

 Communication?

Communication Skills BM002-4-0 Communication Skills

 Definition :

 Communication is simply the act of transferring

information from one place to another

 Communication is the act of conveying

information for the purpose of creating a shared
understanding

 How people arrive at shared meanings through

interchange of messages

Communication Skills BM002-4-0 Communication Skills

 - Justification !-

Opinion Impression
Expres
s
Biasness Comment

Communication Skills BM002-4-0 Communication Skills Slide 4 (of 36)

 Why Do We Communicate?

Instruct Inform

Influence

Purpose

Communication Skills BM002-4-0 Communication Skills Slide 5 (of 36)

Communication Skills BM002-4-0 Communication Skills
 Process of Communication

Communication Skills BM002-4-0 Communication Skills

 Inter? Intra?

• Intrapersonal Communication

Intrapersonal Communication is defined as the

communication process within an individual.

Communication Skills BM002-4-0 Communication Skills

 Inter? Intra? Cont.

• Interpersonal Communication
Interpersonal communication is the process that we use to
communicate our ideas, thoughts, and feelings to another person.

Communication Skills BM002-4-0 Communication Skills

 ANY QUESTION? 

Communication Skills BM002-4-0 Communication Skills

 2 Basic forms of Communication:
Verbal
 Uses language (word + grammar) to communicate.

 Message is sent through oral or written communication.

Communication Skills BM002-4-0 Communication Skills

 2 Basic forms of Communication
(contd.):
Non – verbal Communication
NO language!

L I E S
V E R
What you don’t say can be more important! ???

N E
O D Y HAM -

R B TH A G RA

YO U -MA R

Communication Skills BM002-4-0 Communication Skills

 2 Basic forms of Communication
(contd.):

• 7% of message pertaining to feelings and attitudes is in

the words that are spoken.
• 38% of message pertaining to feelings and attitudes is
paralinguistic (the way that the words are said).
• 55% of message pertaining to feelings and attitudes is
in facial expression

(Dr. Albert Mahrabian)

Communication Skills BM002-4-0 Communication Skills
 2 Basic forms of Communication
(contd.):

Non – Verbal Communication is Combination of:

1. Body Language

2. Paraverbal

3. Pictorials

Communication Skills BM002-4-0 Communication Skills

 Components of Body Language

1. Eye contact

Communication Skills BM002-4-0 Communication Skills

 Components of Body Language –
(contd.)
2. Facial expression

Communication Skills BM002-4-0 Communication Skills

 Components of Body Language (contd.)
3. Body Movements

Communication Skills BM002-4-0 Communication Skills

 Components of Body Language (contd.)

4. Space

Communication Skills BM002-4-0 Communication Skills

 2 Basic forms of Communication
(contd.):

• Paraverbal communication
Refers to the messages that we transmit through the
tone, pitch, and pacing of our voices.
It is how we say something, not what we say.
• When we are angry or excited, our speech tends to
become more rapid and higher pitched.
• When we are bored or feeling down, our speech tends
to slow and take on a monotone quality.
• When we are feeling defensive, our speech is often
abrupt.
Communication Skills BM002-4-0 Communication Skills
 2 Basic forms of Communication
(contd.):

• Pictorials

Communication Skills BM002-4-0 Communication Skills

 Formal & Informal Communication
FORMAL COMMUNICATION
• Includes all the instances where
communication has to occur in a set of
formal format.
• Straight forward, official and always
precise and has a straight and right to it.
E.g. Inquiry letter, MEMO, e-mails to colleagues,
monthly report presentation etc.
Communication Skills BM002-4-0 Communication Skills
INFORMAL COMMUNICATION
• Includes instances of free and
unrestrained communication between
people who share a casual rapport with
each other.
• Does not have any rigid rules and
guidelines.
• Need not necessarily have boundaries of
time, place or even subject for that matter.
E.g. over coffee, inquiry about something,
ordering food etc.
 TYPES OF
COMMUNICATION

BASED ON BASED ON STYLE

COMMUNICATION AND PURPOSE
CHANNELS

FORMAL INFORMAL
VERBAL NON-
VERBAL
OFFICIAL CASUAL
ORAL BODY
LANGUAGE

WRITTEN PARAVERBAL

PICTORIALS

Communication Skills BM002-4-0 Communication Skills

 Factors that Need to be Considered When
Choosing Your Communication Channel:

 Communication channel is the medium through which

message signals pass.

 The channel works like a bridge connecting source and

receiver.

 There are 4 factors that can be considered in choosing

communication channel
i. Feedback speed
ii. Cues
iii. Personableness
iv. Emotional content

Communication Skills BM002-4-0 Communication Skills

 Factors that Need to be Considered When Choosing
Your Communication Channel: (contd.)

1. Feedback Speed

Communication Skills BM002-4-0 Communication Skills

 Factors that Need to be Considered When Choosing
Your Communication Channel: (contd.)

2. Cues

Communication Skills BM002-4-0 Communication Skills

 Factors that Need to be Considered When Choosing
Your Communication Channel: (contd.)

3. Personableness

Communication Skills BM002-4-0 Communication Skills

 Factors that Need to be Considered When Choosing
Your Communication Channel: (contd.)

4. Emotional Content

Communication Skills BM002-4-0 Communication Skills

 The End

Questions? 

Communication Skills BM002-4-0 Communication Skills Slide 35 (of 36)