Communication Skills

1.Define communication.
Communication is derived from a Latin word
communis or communicare which means to
share or exchange an idea, thought or concepts.
 Process of Communication
• How does communication take place.
• There are seven of communication process.
• Step #1: Sender ; The one who sends massage
is called sender. A sender maybe a writer, a
speaker, an encoder and a source.
• Step #2: Encoding ; The process of converting
ideas and thoughts into words in the mind of
sender is called encoding.
• Step# 3: Massage ; This step is actually the
part which is being shared between the sender
and receiver. Massage consists of the words
converted in the mind of sender.
• Step #4 : Channel/Medium; The path through
the massage is sent called medium. The
selection of medium depends upon the nature
of massage being shared. These steps can be
cleared through the following diagram.
Communication Process
• Step #5: Receiver ; The one who receives
massage is called receiver. A receiver may be a
listener, a reader, a decoder and a destination.
• Step #6: Decoding ; The process of converting
words back in to ideas and thoughts in the
mind of receiver is called decoding. After the
receiver decodes the massage of the sender
he/she is ready to response.
• Step #7: Feedback ; The response or reply of
the receiver is called feedback. At the time of
feedback the process of communication
reverses.
 Levels of Communication
• There are three levels of communication.
• Verbal: (talks about words and vocabulary). Our
communication is based on 7%of our vocabulary and
words.
• Para Verbal/Voice inflection: (It talks about the vocal
utterance means sounds and voice , tone, volume etc). Our
communication is based on 38% of para-verbal or voice
inflection.
• Non-verbal behavior: (It talks about the emotional
expression and body language). Our communication is
based on 55% of non-verbal behavior.
 Types of communication
• There are two main types of communication.
1. Non Verbal communication. ( Communication is
done through body language and gestures is
known as non verbal communication.)
2. Verbal communication ( Verbal can be divided
into two more types of communication oral and
written communication)
i. Oral Communication
ii. Written Communication
 Oral communication and its forms
• When communication is done through spoken
words is called oral oral communication.
Following are the forms of oral communication.
1. Face to face conversation: The direct
interpersonal discussion between two or more
persons is called face to face conversation.
2. Seminar : An arrangement of giving advance information to the students at
university level is regarding research is called seminar.
3. Telephone calls: Discussion/conversation
through telephone is called telephone call.
4. Conference : A live exchange of information
between two or more parties usually remote from
each other with a shared interest. It may be a tele
conference ( done through telephone) or video
conference (done through television or LED ).
5. Presentation: The act of showing an idea, a
product or a piece of work to the audience is called
presentations.
6. Lecture: To deliver some information to the students to
teach them about a particular subject is called lecture.
7. Dealing with customers: Any kind of dealing between
two or more business partners or between a
shopkeeper etc and client is called dealing with
customers.
 8. Formal meeting: A formal discussion of
important points or agendas among the
colleagues or staff members in an organization is
known as formal meeting.
9. Interview : A conversation for collecting
information about the interviewee to check
his/her ability for the announced post or
admission purposes.
Advantages of oral oral communication

• 1. provides immediate feedback.

• 2. Its very easy to convey and understand.
• 3 It needs no equipment and stationary.
• 4 It can be changed according to the
situation.
• 5 It is relatively detailed.
 How to improve oral communication
• We can improve oral communication by the
following points.
• 1. Plan before speaking: which means we must
think before speaking for example purpose
determination and suitability to occasion.
• 2. Receiver’s consideration: which means to
consider your receiver by the following point. i.e
focus on you rather than I.
OR “ To step in the shoes of others ”
• We must keep in mind a few points about the
receiver.
1. Knowledge level ( awareness)
2. Education position ( qualification)
3. Mental level ( there are three mental
levels outstanding 15%, average 70% and below
average 15%)
4. Experience ( exposure)
• 3. Beware of the situation: There are three
types of situations
a. Formal (sad, Serious)
b. Informal ( happy , friendly)
c. Neutral ( normal , original form)
4. Be open minded : present your ideas or
thoughts forcefully , effectively and have the
capacity to listen to others and their questions.
 Written Communication
When communication is done through written
words it is called written communication.
Following are the forms of written communication.
1. Meeting minutes : An official record of important
agendas discussed in a meeting is called meeting
minutes.
2. Newsletter : A written information or news sent
to the special audience is called newsletter. It
may be staff newsletter or monthly newsletter.
 3. Letter: A written or printed information sent to
a person or an organization is called letter it is
usually formal.
4. Memo ( memorandum) it is an informal
statement of written information used in the
organization. Mostly used for reminder purposes.
5. Report : A widely circulated written
statement ,item of news ,rumor and gossip
usually research based.
 6. Press Release : A statement prepared and distributed to the
press by public and government agencies is called press
release.
7. Invitation: The act of inviting in written words is called
invitation.
8. Notice: A written message to warn and inform somebody is
called notice.
9. Circular: A written information that is passed from person
to person and place to place is called circular.
10. Advertisement : Paid announcement. Or the act of calling
public attention is called advertisement.
 7Cs Of Communication

• These are the seven principles of communication

that improves qualifies communication.
1. Clarity. This means to use easy and familiar
words. Use clear words. Use loud voice etc. use
simple words.
2. Concreteness : We should use image building
words. i.e her cheeks are red like apples.
Use solid and active words i.e he has destroyed
(active , solid) his family.
 3. Conciseness: this means to be brief and to the
point. avoid stuffy( heavy) words and unnecessary
material. Use only relevant material. i.e once upon
a time there was a girl Lucy. Better to write once
there was a girl named Lucy.
4. Courtesy: Be polite or use polite words. i.e
thank you, welcome etc.
5. Consideration: the same consider your
receiver. Already discussed.
6. Correctness: it means communicate correctly .
Use correct facts and figures . correct spelling ,
correct punctuation etc. and correct information.
7. Completeness : All your communication must
be complete. It should answer all the wh……
questions. Why when what where who. i.e Anna
will arrive at 10: 30 to Peshawar airport
tomorrow morning for the function.
 Non verbal communication

• This type of communication is done through

body language, gesture ,posture etc.
• Forms of non verbal communication.
• 1. Physical appearance: this means how does a
person appear or how does she/he dresses up.
this talks about the physical charm.
• 2. Eye contact : It is the connection between the
sender and receiver. Through which they contact
each other by different gesture etc.
• 3. Facial expression: The internal condition or emotions or feelings can be
expressed through facial expressions.
• 4. Gestures : The movement of your head arms and hands is called gestures.
• 5. Posture: The style of your sitting standing and walking is called posture.
• 6. Proximity: the study of space, distance , and closeness is called proximity.
there are four spaces 1. intimate space(closeness between life partner )
2.personal space ( closeness between you and your relatives) 3. social space
( space between you and your friends teachers etc ) 4 . Public space ( The space
between a public and a celebrity etc.)
7. Haptic ( The study of touch is haptic i.e kick , kiss , pat pinch punch push pull)
8. Silence . It gives certain messages rejection acceptance cowardliness etc.
• Smell : it also gives certain messages like
stingy smell pungent smell fragrance etc.
• Symbols : it stands for specific thing giving
some meaning like pigeon stands for peace.
• Visual communication: drawing , grafics
signals etc.