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COMMUNICATION SKILLS
Sanjay Kumar, Currently Associate Professor of
English at JK Lakshmipat University (JKLU), Jaipur
Pushp Lata, Currently Head, Department of Languages,
BITS, Pilani
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Chapter: 1
Fundamentals ofCommunication
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Communication
Definition
Process
Important Features
Importance
Purpose of Professional Communication
Differences between General and Professional Communication
Types
Flow of Communication in an Organization
Informal Network - Grapevine
Communication Barriers - Types and Measures
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Definition
Communication essentially means the transfer of ideas,feelings, plans, messages, or information from one person to
another. I t is eff ective only when it gets the desired action or
response.
Communication is a network of interaction where the sender
and receiver keep changing their roles.
Communication is a dynamic process, the main components
of which are sender, message, channel, receiver, andresponse.
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Process
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Noise
Sometimes there occurs a hindrance in the communication
process; this hindrance is called noise.
Noise can be defined as an unplanned interference in thecommunication environment, the one that causes hindrance to
the transmission of the message.
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Features
Two-way
Creative
Functional
Sender and receiver keep changing their roles
Continuous
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Communication
Types (Parties involved)Means, Kinds, Manners, Forms
Interpersonal
Intrapersonal Mass
ExtrapersonalHorizontalVertical Diagonal
Flow
SpiralParalinguistic
Vocal CuesExtralinguistic
Non-verbalVerbal
Haptics
(Touch)
Kinesics ChronemicsProxemics
WrittenOral
Interview
Speech
MeetingsProfessional
Presentation
Seminar GD Letter MinutesMemo Reports
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Artefacts
Linguistic
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Importance of Communication
Business has grown in size
Business activity has become complex
Business has become competitive
Workers are organized through trade union
Promotes a spirit of understanding and cooperation
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Purpose of Professional
Communication
Advising
Counseling
Giving Orders
Providing Instructions
Marketing
Persuasion
Giving Warnings
Raising Morale
Staffing
Projecting Image
Preparing Advertisements
Making Decisions
Getting Feedback
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Differences between General and
Professional Communication
General Communication
Content:Contains generalmessage
Nature: Informal in style andapproach
Structure: No set pattern ofcommunication
Method: Mostly oral
Audience: Not always for aspecific audience
Language: Does not normallyinvolve the use of technicalvocabulary or graphics, etc.
Professional Communication
Content: Contains a formal andprofessional message
Nature: Mostly formal andobjective
Structure: Follows a set patternsuch as sequence of elements in areport
Method: Both oral and written
Audience: Always for a specificaudience, e.g., customers, banks,etc.
Language: Frequently involvesjargon, graphics, etc. for achievingprofessional purposes
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How much time do you spend
on the following?
Informal note
Memos
Letters
Circulars and notices
Press releases
Reports
Handbooks
Manuals
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Unplanned exchangesMeetings
Brainstorming
Telephone Interviews
Formal presentations
Discussion groups
Seminars
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Different Types of
Communication Flow
Horizontal
Vertical
o Upwardo Downward
Crosswise
Spiral
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Flow of Communication in
an Organization
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Informal Network
Communication in an organization travels through powerful
informal networks: grapevine
Rapid
Multi-directional
A measure of public opinion
An outlet for anxieties
May be used to resolve conflicts
Often, it is not accurate: incomplete, distortedResponsibility who takes it???!!
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Informal Networks
Single strand, Gossip, Cluster, etc.
Gossip has stickiness factor
May effectively be used to reach tipping point
Not ignoring grapevine proves to be very useful
Threatening the possible sources will not help
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Barriers to Communication
Definition: When you convey your message to someone or a
group of people and the message is not received clearly and
unambiguously, it is known as barr ier to communication.
Thus, the message received is not as the message sent.
Barr iers to effective communication could cause roadblocks in
your professional and personal l ife and it could be one of the
major hurdles in achieving your professional goals.
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Further Discussed
Measures to rectify communication failure
Types of communication barriers
Tips for Effective Communication
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Steps to Rectify
Communication Failure
1. Identify the problem
2. Find out its cause
3. Select and apply the best alternative
4. Follow up religiously
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Types of Communication
Barriers
Based on the Nature of Barr iers
Barriers of psychological nature
Barriers arising due to emotional reactions, negative attitudes,
and wrong timing of messages
Barriers originating from the communication networks
established by organizations
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Verbal Barriers
Lack of proper planning
Selection of a wrong variety of language
Badly encoded or wrongly decoded messages
Semantic gap Differences in perceptions
Variation in language
Wrong inferences
Categorical thinking
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Non-verbal Barriers
Raising eyebrows
Bulging eyes
Keeping your hands or thumbs constantly in the pockets of
your trousers
Awkward gestures Flashing eyes
Rolling eyes
Quick movements
Very slow movement
Avoiding eye contact
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Listening Barriers
Making the speaker feel as though he/she is wasting thelisteners time
Being distracted by something that is not part of the ongoing
communication
Getting ahead of the speaker and completing his/her thoughts
Topping the speakers story with ones own set of examples
Forgetting what is being discussed
Asking too many questions for the sake of probing
Note:These barriers are elaborately discussed in the chapter
entitled Developing Effective Listening Skills.
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Miscellaneous Barriers
Premature evaluation of message
Information overload
Distrust, threat, and fear
Less time for orientation and for adjustment to change
Emotional reaction
Rigidity in attitudes
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Some Remedies
Send the data only to the people who require them
Emphasize the major ideas
Delete unwanted ideas
Maintain transparency in policy matters
Ensure clarity in message and look for a genuine feedback
Understand others emotions
Understand other cultures and language variations and use
the appropriate variety in the given context
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Make sure that information overload does not affect the
communication environment adversely.
Maintain openness and acknowledge that people have different
perceptions and views regarding one thing.
Encourage innovative ideas and views so that people should
not unnecessarily live in fears.
Listen attentively to others
Speak with clarity and conviction
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Some Remedies
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Thank you !!!
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