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
– Process of communication
– Communication channels

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 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.

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 What is Communication?

It is when you express:

• an Opinion
• an Impression
• a Comment
• a Judgment
• a Bias

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 Why Do We Communicate?

There are 3 purposes, either separately or in

combination:
1. To Inform
2. To Instruct
3. To Influence

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 How Do We Communicate?

There are 2 basic forms of communication:

1. Verbal communication
2. Nonverbal communication

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 Verbal Communication

Verbal communications uses Language i.e. words

and grammar.
We create Thought with words and use grammar
to arrange them in the proper sequence.
The Message is then sent in spoken or written
form.
Effective communications depends on speaking
and writing skills to send messages, as well as
listening and reading skills to receive messages.

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 Speaking & Writing

• More commonly used in business, e.g.

instructions, interviews, meetings, etc.
• Writing complements spoken messages.

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 Process of Listening &
Reading
Step 1: Register the information.
- focus your attention.
Step 2: Interpret and evaluate the
information.
- decide what is important and what isn’t.
- look for main ideas and supporting details.
- understand the relationship among the ideas.
Step 3: File away the data for future
reference.
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 Nonverbal Communication

• The most basic form of communication.

• Has few rules and usually occurs
unconsciously.
It differs from verbal communication in 2
ways:
1. Nonverbal communication is less
structured.
2. Nonverbal communication is done
unconsciously and naturally.
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 Components of Nonverbal
Communication
1. Body - attitudes are analyzed based on body
language.
- the main aspects are posture, gestures,
face and eyes.
2. Voice - tells about the speaker’s emotional state.
- the most important aspect is inflection.
3. Space - this is the way you communicate through
distance of the space around you (standing
distance, seating, etc.).
4. Surrounding - nonverbal communication is affected
by objects around you (seating,
office, dress, etc.).
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 Functions of Nonverbal
Communication
Used to support & clarify verbal communication. It
has 5 specific functions:
1. To provide information.
2. To regulate the flow of conversation.
3. To express emotion.
4. To qualify, complement, contradict or expand
verbal messages.
5. To control or influence others.

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 Importance of Nonverbal
Communication
1. It has more impact even when unplanned.
2. Important in conveying feelings; accounts for 93% of the
emotional meaning exchanged in any interaction.
3. More reliable. Most people can deceive more easily with
words than with their nonverbal behavior.
It helps to establish credibility and leadership potential.
If you manage the impression you create, you can
communicate competence, trustworthiness and
dynamism.

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 Process of Communication
Has 5 phases linking sender to receiver:
1. Sender has an idea.
2. Idea is changed into a message (encode).
3. Selection of medium & message sent.
4. Receiver gets the message (decode).
5. Receiver interprets message.
6. Receiver reacts and sends feedback to sender.

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 Effective Communications
As Sender:
• Decide what action or response you want.
• Choose the most suitable language and
combination of written/spoken/nonverbal
communication for the message.
• Choose the best medium for your message.
• Put yourself in the receiver’s position. Will he/she
understand? What is his/her emotional state?
• Make sure that the message cannot be
misunderstood.
• Check for feedback. Decide if you need to answer.
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 Effective Communications

As a Receiver:
• Give the message your whole attention.
• Check that the medium suits your needs.
• Check references and ask for explanations
if necessary.
• Check for underlying meanings and
implications.
• Make sure that you provide sufficient and
appropriate feedback.
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 Effective Nonverbal
Communication

Improvement is mostly through practice and

relaxation techniques.
Based on person’s nonverbal communication,
we decide:
1. the personality type,
2. the level of confidence & self-esteem, and
3. the level of awareness of what others think.

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 Total Feeling

Total Feeling = 7% verbal feeling +

38% vocal feeling +
55% facial

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 Communication Channels

• All communications use 1 of 3 channels:

written, oral and nonverbal.
• Can be formal or informal; domineering to
passive.
• Each channel has its own characteristics.
• Each also have different forms or methods
of communicating.

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 Written Communication

• Common forms: letters, memos, reports,

notes, advertisements, press releases,
facsimiles, etc.
• Varies in formality.

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 Written Communication
Characteristics
Time
– High preparation time (writer)
– Short reading time
– Writer has no control of ‘if’, ‘when’ and ‘how’
message will be read.
– Slow transmission time except for email.
Cost
– Writer’s and Reader’s time.
– Secretary, materials, postage, etc.

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 Written Communication
Characteristics
Place – Readers do not have to be in the same place.
Detail – Can be very detailed.
Privacy – Can be very private.
Record – Permanent record for future reference.
Response
– Can be delayed.
– Does not include nonverbal
– Writer may not know Reader’s response unless they reply.
Relationship – Can be impersonal.

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 Written Communication

Conclusion – choose to write if:

• You have time to prepare,
• Your reader’s time is limited,
• Costs are not to high,
• You need to communicate a lot of details,
• You need a permanent record,
• You do not need immediate response, or
• You do not need a response at all.

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 Oral Communication

• Common forms: impromptu face-to-face

conversations, telephone calls, interviews,
meetings, seminars, workshops,
speeches, presentations, etc.
• Chief advantage: immediate response.
• General purpose: collaboration with
audience.

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 Oral Communication
Characteristics
Time
– Varies; depends on size of audience.
– Listener’s time is longer.
– Speaker has control of ‘when’ and ‘how’ well the
message is heard.
– Transmission is fast.
Cost
– Speaker’s and Listener’s time.
– Possible travel, facility and/or telephone expense.

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 Oral Communication
Characteristics
Place – For groups, all must be in the same place; for 1
person, can be face-to-face or on the telephone.
Detail – Can vary.
Privacy – For a group, none; for 1 person, yes.
Record – None unless on video or audiotape.
Response – Immediate but may not include nonverbal.
Relationship – Can build with group or individual.

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 Oral Communication

Conclusion – choose to speak to a group if:

• You have time to prepare and arrange,
• Your audience has time to attend,
• Cost is not too high,
• You need a group to hear or discuss at the same time,
• You want to build a group identity or relationship,
• You want group response with nonverbal response

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 Oral Communication

Conclusion – choose to speak individually if:

• You do not have time to prepare,
• You need a very fast answer,
• Costs are not to high,
• You do not need to communicate a lot of details,
• You want to build relationship,
• You do not need a permanent record,
• You need extensive, immediate response.

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 Nonverbal Communication

• Common forms: visual aids (graphs,

pictures, etc.), tools (tape recorders,
dictating machines, etc.), body language.
• Body Language: physical appearance,
posture, gestures, facial expression.
• Voice: accent, intonation, and pitch.
• Space: use & control of space.
• Personal Effects: a person’s image of
themselves.
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 Nonverbal Communication
Characteristics
Time – Preparation time of visual aids vary.
Cost – Cost of visual aids vary.
Place – Both visual aids and body language occur
in the same place.
Detail – Form and format of visuals vary; body
language details also vary.
Privacy – None.

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 Nonverbal Communication
Characteristics

Record – Visual aids are a permanent

record; body language, no.
Response – Immediate and varied.
Relationship – Can build group or individual
relationship.

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 Nonverbal Communication

Conclusion – choose to use visual aids if:

• It complements other forms of
communication.
• It is not costly.
• You have enough time to prepare.
Be aware and avoid negative signals of body
language.
Use body language to transmit positive
signals, e.g. trust, competence, etc.
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 Nonverbal Communication:
Advantages & Disadvantages

Advantages:
– Reinforces oral communication
– Added visual stimuli
– Simplifies written and spoken word
– Quantifies ideas
– Provides simulations of situations

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 Nonverbal Communication:
Advantages & Disadvantages

Disadvantages:
– Difficulty interpreting without written or spoken
word.
– Comprehension and interpretation skills
needed.
– Can be expensive.

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 The End

Questions?

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 Next Lesson

• Communication Barriers
– Introduction
– Barriers
– How barriers occur
– Ways to improve communications

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