Unit 2 Communication Skills

Introduction
The process of using words, signs, sounds or expressions to exchange
information or to express idea, feeling or thought to someone else

Communication Skills: Transmission of an idea, feeling or thought so that

the sender and receiver share the same meaning
Sender Decode Receiver

Feedback

WHY IS IT SO IMPORTANT?
 Importance of Communication Skills

• Allow you to interact with people effectively

• Make your presence felt by the people
• Communicate effectively with your colleagues
• Strengthen your professional relationships
• Develop a sense of belongingness
• Boost teamwork
• Help you become more productive

“Without proper communication, even the greatest of ideas can easily go

unnoticed, and eventually, wasted.”
 Ways of Communication

Verbal Communication
 Non-verbal Communication
 Para-verbal Communication
 Listening
 Verbal Communication

Type of communication where message is transmitted verbally,

communication is done by word, oral and writing
 Oral Communication

• Face to face conversation

• Speech
• Telephonic conversation
• Video
• Radio
• Television
• Voice notes

Oral communication is influenced by pitch, volume, speed and

clarity of speaking
 Written Communication

• Written signs or symbols are used to communicate

• Printed or Hand written
• Email
• Letter
• Report
• Memo

Written communication is influenced by vocabulary,

grammar, writing style, precision and clarity of
language
 Non-verbal Communication
• Behaviour that express messages without the use of words
• Through sign and signals
• Non-verbal communication can go without verbal
communication
• Verbal communication can’t go without non-verbal
communication
 Non-verbal Communication

• Kinesics (Body language) • Body language

• Haptics (Touch language) • Facial expression
• Proxemics (Space language) • Head movement
• Chronemics (Time language) • Eye gaze
• Silence • Gestures and postures
• Sign
• Paralanguage (pitch, tone,
volume, etc)
 Para-verbal Communication

Paraverbal communication plays an important role in enhancing the

conversation or speech to be more impactful
Verbal communication which involves using words alone is not enough to
promote effective communication

• Pitch
• Volume
• Speed and pace
• Tone
 Listening Skills
• Listening means attentiveness and interest perceptible in the posture as
well as expressions
• Listening is a dynamic process
• Listening is multi step process
• Active listening send the message that you want to understand what is
being said
 Types of Communication
Inter-personal communication
Intra-personal communication
Extra-personal communication
Group communication
Mass communication
 Barriers in Communication

Barriers to effective communication can result in confusion which can

lead to incorrect information being conveyed

• Language
• Values and beliefs
• Gender
• Age
• Economic status
• Physical barriers
• Attitude
• Timing
• Distance
 Barriers in Communication

• Physical barriers
• Emotional barriers
• Cultural barriers
• Language barriers
• Organisational barriers
• Psychological barriers
 Effective Communication

7 C’s

1. CLEAR
2. CONCISE
3. CORRECT
4. COMPLETE
5. COURTEOUS
6. CONCRETE
7. COHERENT