COMMUNICATION SKILLS

FACULTY
Prof.K.P.JABIR MOOSA M.A., MBA, M.Phil.
 TYPES OF COMMUNICATION
► INTERNAL
► EXTERNAL
 INTERNAL COMMUNICATION
► FORMAL COMMUNICATION
► INFORMAL COMMUNICATION
 FORMAL COMMUNICATION

► DOWNWARD COMMUNICATION
► UPWARD COMMUNICATION
► HORIZONTAL COMMUNICATION
 DC-TYPES OR OBJECTIVES
► JOB INSTRUCTIONS
► PROCEDURES AND PRACTICES
► FEEDBACK
► INDOCTRINATION
 LIMITATIONS OF DC
► UNDER-COMMUNICATION AND OVER
COMMUNICATION
► DELAY
► DISTORTION
► BUILT-IN RESISTANCE
 TO MAKE DC EFFECTIVE
► Managers should be adequately informed.
► Managers should be clear about how much to communicate
► Information should be passed on to the correct person.
 UC-TYPES OR OBJECTIVES
► PROVIDING FEEDBACK
► OUTLET FOR PENT-UP EMOTIONS
► CONSTRUCTIVE SUGGESTIONS
► EASIER INTRODUCTION OF NEW SCHEMES
► GREATER HARMONY AND COHESION
 UC-METHODS
► OPEN-DOOR POLICY
► COMPLAINTS AND SUGGESTIONS BOX
► SOCIAL GATHERINGS
► DIRECT CORRESPONDENCE
► REPORTS
► COUNSELLING
 UC-LIMITATIONS
► EMPLOYEE’S RELUCTANCE
► FEAR OF INCOMPETENT
► DISTORTION
► BY-PASSED SUPERIORS FEEL INSULTED
 HC OR LC
► It consists of messages between members of an
organization with equal power.
 LC-TYPE OR PURPOSE
► TASK COORDINATION
► PROBLEM SOLVING
► SHARING INFORMATION
► CONFLICT RESOLUTION
► BUILDING RAPPORT
 INTERVIEW
A meeting for obtaining information by questioning a
person or persons.
Interviews are held for various purposes like;
► Job or employment interview
► Interviews held for periodic evaluation of workers
► Exit interview
► Interviews held to know the worker’s attitudes
► Admission interview
► Interrogation of a person by the police
► An interview given by a celebrity to an audience
 INTERVIEW STRUCTURE
Interview is a formal communication event, the aim
and outcome of which is understood by both the
parties. Both the parties have mutually to take care
of the stages. They are;
a) Opening/Start
- Introduction
- Statement of the purpose of the meeting.
- Making the other person comfortable
- Creating an atmosphere of relaxed open-minded
approach
 INTERVIEW STRUCTURE
b) Middle/Main Body
- Aim at exchange of information.
- Keeping the discussion to the point.
- Listen attentively and patiently.
- Keep eye-to-eye contact.
- Make sure to cover the agenda.
- Take care that interruptions, if any, are polite.
- Seek clarification, if needed.
 INTERVIEW STRUCTURE
c) Closing
- Summing up the discussion/exchange of inftn.
- Describing the action decided upon.
- Avoiding a hurried or abrupt ending.
- Closing on a positive note.
- Exchanging feelings of gratitude, thankfulness
for favour of interview.
 CONDUCTING INTERVIEWS
Since the interviewer is in charge of the event he has
to follow certain time-honoured conventions as
guidelines.
1) Interviewer has to plan the event.
2) Interviewer should make every effort to put the
interviewee at ease.
3) Ask the right question.
4) Let the interviewee do most of the talking.
5) Interviewer should follow the plan that has been
chalked out before the interview.
 CONDUCTING INTERVIEWS
6) It is important to emphasize the importance of
listening.
7) Interviewer must give his entire attention to the
interviewee.
8) Interviewer must respect the feelings of the
interviewee even if the latter appears to be wrong.
9) Interviewer must also keep a record of the
information gathered from the interview.
10) Interviewer should also stick to the time allocated.
 APPEARING IN INTERVIEWS
1) Be prepared for the interview.
2) Have a presentable appearance.
3) Show interest by making effective use of body
language.
4) All the questions must be correctly and completely
answered.
5) Be honest & polite.
6) Avoid talking too much.
7) Avoid criticism.
8) Do not forget to thank the interviewers.
9) Do not hesitate to seek clarification.
 CS – THIRD SERIES TEST – Answer any
two – Each carries 10 marks.
1) Upward communication is very useful but very
difficult. Suggest some methods of increasing its
effectiveness.
2) How does the grapevine operate in an
organization? How can its harmful effects be
controlled?
3) What do you think can be the major objectives of
communication? Briefly explain any two of them.
Thank You!!