Communication Skills Unit 1 !!
|1. Introduction to Communication and Communication Skills
Communication is not the same as broadcasting, or simply sending out information.
It is a two-way process. In other words, it involves both the sending and receiving of information.
It therefore requires both speaking and listening, but also—and perhaps more crucially—developing a shared understanding of the information being transmitted and received.
If you are the ‘sender’ of information, this means communicating it clearly to start with (whether in writing or face-to-face), then asking questions to check your listeners’ understanding. You must also then listen to their replies, and if necessary, clarify further.
If you are the recipient, it means listening carefully to the information, then checking that you have understood by reflecting back, or asking questions to ensure that you both have the same understanding of the situation.
It is, therefore an active process. There is nothing passive about communication, in either direction.
|2. Explain Different Types of Communication with proper examples?
Communication is the act of sending information or ideas via speech, visuals, writing or any other such method. The Communication model has a sender who is sending the message and the receiver who is receiving the message. In between, the speech or ideas need to be simple enough to be decoded and understood by the receiver. If the ideas are not presented properly, then decoding is improper and the receiver does not understand.
Based on the types of senders and receivers involved, we can define various types of communications.
We have defined five types of communication as :
1. Verbal Communication
2. Non-verbal / Interpersonal communication
3. Written Communications
4. Formal &Informal
5. Visual Communication
|3. What is Verbal Communication
The Verbal Communication is a type of oral communication where in the message is transmitted through the spoken words. Here the sender gives words to his feelings, thoughts, ideas and opinions and expresses them in the form of speeches, discussions, presentations, and conversations.
Verbal communication include sounds, words, language, and speech. Speaking is an effective way of communicating and helps in expressing our emotions in words.
|4. Elaborate Types of Verbal Communication
Verbal communication include sounds, words, language, and speech. Speaking is an effective way of communicating and helps in expressing our emotions in words. This form of communication is further classified into four types, which are:
1. Intrapersonal Communication
This form of communication is extremely private and restricted to ourselves. It includes the silent conversations we have with ourselves, wherein we juggle roles between the sender and receiver who are processing our thoughts and actions. This process of communication when analyzed can either be conveyed verbally to someone or stay confined as thoughts.
2. Interpersonal Communication
This form of communication takes place between two individuals and is thus a one-on-one conversation. Here, the two individuals involved will swap their roles of sender and receiver in order to communicate in a clearer manner.
3. Small Group Communication
This type of communication can take place only when there are more than two people involved. Here the number of people will be small enough to allow each participant to interact and converse with the rest. Press conferences, board meetings, and team meetings are examples of group communication. Unless a specific issue is being discussed, small group discussions can become chaotic and difficult to interpret by everybody. This lag in understanding information completely can result in miscommunication.
4. Public Communication
This type of communication takes place when one individual addresses a large gathering of people. Election campaigns and public speeches are example of this type of communication. In such cases, there is usually a single sender of information and several receivers who are being addressed.
|5. What is Non-verbal / Interpersonal communication ?
How do you make people feel when you enter the room? Is your body language strong and are you standing straight and erect or are you slouched and tired? Are you clean shaven, looking your immaculate best for a team meeting or are you shabby with shirts that are not ironed? When you shake hands, do you do so strongly or do you just brush your hand against others?
The above were some examples of Non-verbal communications or interpersonal communications. One of the HR requirements for new joiners in an organization is for them to have good interpersonal skills. This basically means that the employees should brush up on their non-verbal skills.
If you were in a sales meeting and you have not achieved your target, how will you react? Will you be steady and calm or will you panic and stutter? These are important non-verbal skills and your growth might depend on them.
A manager who panics and who is not good at non-verbal communication will generally not be a favorite with his team members. This is because his team members do not look up to him. A manager who stutters, who is not well dressed, who has the wrong body language or someone who is not a strong personality, will not gather a huge following behind him.
However, people with good personalities go a long way in motivating the employees below them. If an employee is demotivated, just keeping a hand on their shoulder and saying a few motivating words is enough for the employee. Taunting them or making faces when talking to them, ignoring them completely or imitating them will demotivate the employee even further. Thus, non-verbal skills play a major role in office culture.
As employees grow into managers and as managers grow into leaders, they become better and better at a non-verbal type of communications. They know that their own calm headed behavior at times of panic is what will keep the team in check. Similarly, they don’t let their teams get complacent when the going is good.
Example of the Non-verbal type of communications
In Customer service, non-verbal and interpersonal skills play a huge role. Imagine you were unhappy with a product and you went to the customer service department. Instead of understanding your problem, the customer service executive gives a rude reply. Repeatedly you visit them and even though the problem is not resolved, you don’t get a satisfactory answer.
Compare that with a customer service department which smiles when you come in. They reassure you that they are on top of your problem. They are proactive and update you themselves on when to expect the problem to be resolved. Later on, they follow up whether you were satisfied with the response and if there was anything they could do further.
This smile, the body language of reassurance, the listening ability are all non-verbal type of communications. A good customer service executive will pay special attention to them and will ensure that you leave satisfied! Hiring good customer service executives, who have great interpersonal skills, is the sign of a good organization which is focused on customer satisfaction.
Source : MArketing91
|6. Elaborate written Communication
There are many many ways that written communications can be used. The number of ways is ever increasing with the penetration of smartphones and the internet. One of the most common forms of written communications used till date is Email. But slowly, written type of communications is becoming more informal with Whatsapp and other online messaging apps being used regularly.
All different forms of written communication can be formal or informal. If today, we visit a court of law, you will find that even Whatsapp messages are considered to be legal in nature. In fact, there have been so many cases of celebrities brought under the scanner because of wrong written communications on their social media account.
|7. Write short notes on Formal and Informal Communication
There are two types of communication when considering the formality of the communication. One is the formal and official type of communication which can be emails, letterheads, memos, reports and other such kinds of written material. These are considered as documentary evidence and certain formality is associated with them. You cannot submit such formal documents and later deny them.
|8. Formal Communication Elaboration
Informal communication is one where there is nothing official about the communication that is happening. It can be known as Grapevine communication. There is no specific channel of informal communication because there is Social media, Whatsapp, SMS which are all vehicles of informal communication which can be used by people.
Advantages of formal communication
When you want to finalize policy and want to decide a course to adopt, then formal communication is more effective
Formal communication can help in establishing procedures and ensuring that the steps are followed.
Any promises or any official plans need to be formally documented so that they can be referred to later.
Advantages of informal communication
informal communication helps the “Open door policy” and makes people more confident and forthcoming with their ideas and creativity.
Informal communication does not incite fear into peoples mind
Informal talks encourage people to share their problems.
The problem with formal communication is that it is not personal and a distance is maintained if you use only formal communications. Whereas on the other hand, informal conversations can get out of hand and there can be negative grapevine generated.
|9. What is Visual Communication ?
One of the industries which most prominently uses Visual communication is the medical industry. New medicines which come into the market have to be shown to doctors and the advantages have to be explained. At such times, the medical representatives carry informative pamphlets which are shown to the doctors and dropped with the doctors.
These informative pamphlets have all the information about the medicine so that doctors can feel confident in suggesting the medicine to their patients. Similarly, many different industries are using visual communication to help interaction with their customers so that they can communicate their ideas better. Explainer videos as a concept is rising and is becoming as one of the best types of communication observed on websites.
There are many elements in visual communication that can be used by marketers or companies.
Colors (such as brand colors)
Design (logo and brand design)