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Unit – 1 Communication skills: 

Unit – 1 Communication skills

Will learn about…: 

Will learn about… What is communication? The process of communication. Language as a tool of communication. Levels of communication. The flow of communication. Communication networks. The importance of technical communication. Test 2

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` HALF OF THE WORLD IS COMPOSED OF PEOPLE WHO HAVE SOMETHING TO SAY AND CAN’T AND THE OTHER HALF WHO HAVE NOTHING TO SAY AND KEEP SAYING IT’ ROBERT FROST

What is communication?: 

Good communication is determined not by how well we say things but by how well we have been understood. What is communication? 4

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In your academic environment, you encounter various situations involving speech or writing, conversation with your friends, professors, etc for various purposes; seminars, GD, written tests, exams, project work, lab reports on diverse topics. Generally, the channel of communication involves letters, telephone, e-mails, face to face communication. All this acts have common denominator- THE SHARING OF INFORMATION. i.e. clarification of information from teachers. This process involving the transmission and interchange of ideas, facts, feelings, or a course of action is known as the process of communication, whether you communicate orally or in writing, this process essentially remains the same. 5

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If you are a part of organization, you are not expected to communicate, but communicate effectively. It improves the chances of quick progress. Those who possess excellence communication skill, they reach to the pinnacle of their profession. It’s a rapid rise up- the ladder of success. 6

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LATIN WORD -` COMMUNICARE ’, WHICH MEANS TO SHARE OR IMPART. Communication can be defined as the exchange of information, ideas and knowledge between sender and receiver through an accepted code of symbols. The process involving the transmission and interchange of ideas facts, feelings or courses of action is known as the process of communication.

The process of communication: 

The process of communication 8

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9 The Communication Cycle

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Step 1: The sender expresses the message. Step 2: The medium transmits the message. Step 3: The recipient interprets the message. Step 4: Feedback returns the interpretation of the recipient to the sender. 10 STEPS of Effective Communication

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Sender- encodes the message through channel- usage of language, it’s a tool to communicate. Receiver decodes the message and acts on it. Response [feedback] is important to complete the channel. Feedback is a barometer of effective communication. Response is not always according to your expectation. i.e. students council meeting. Communication takes place in a well-defined set-up, it’s called communication environment. 11

Requirement for effective communication: 

Requirement for effective communication A common communication environment. Corporation between the sender and the receiver. Selection of an appropriate channel. Correct encoding and decoding of the message. Receipt of the desired response and feedback. 12

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Positive v/s Negative

Develop effective feedback skill: 

Develop effective feedback skill Focus on specific issues. Keep it impersonal. Keep it goal oriented Make it well timed. Assure the understanding.

Barriers to effective communication: 

Barriers to effective communication Filtering Selective Perception Noise Language

Noise – a major barrier to communicate: 

Noise – a major barrier to communicate It is defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of the message. Two types: 17

There are two types of communication: 

There are two types of communication General Technical As communication is an integral part of your life and it occurs everyday. Messages that are non-technical or informal in nature are categorized as general purpose communication. Messages pertaining to technical, industrial or business matters belong to technical communication. 18

Characteristics of general and technical communication: 

Characteristics of general and technical communication General it contains general message. Informal in style and approach. No set pattern. Mostly oral. Not always for specific audience. No use of technical words and graphics. Technical It contains technical message. Mostly formal. Follows a set of pattern. Both in oral and written. For only specific audience. Frequently involves jargons and graphics. 19

Language as a tool of communication: 

Language as a tool of communication Language employs a combination of words to communicate ideas in a meaningful way. By changing the word order in a sentences, you can change its meaning, even make it meaningless. Primitive man communicated with sign language and cries, much later human became more independent and complex, language came into being. Language is dependent on people and can not exist in isolation. Language is not exact, so leads to misunderstanding. 20

According to a eminent linguists: Noam Chomsky, Ferdinand de Saussure, language is;: 

According to a eminent linguists: Noam Chomsky, Ferdinand de Saussure, language is; Artificial Restricted Abstract Arbitrary Creative Redundant Recursive 21

Language is Artificial: 

Language is Artificial It is created by human out of their need to express or shape their thoughts. Every symbol/word is attached to a object, called referent. i.e. AIDS (acquired immune deficiency syndrome ). i.e. NICE –Latin word means ‘to be ignorant’ in Thirteenth century it meant, ‘foolish or stupid’ but now the meaning has changed, today it means ‘good’. Humans attach meaning to word and modify with time and needs, that’s why it is called ‘artificial’. 22

Language is Restricted: 

Language is Restricted Language lost its original meaning in the process. Sometimes you feel of not having words to express your emotions, as it has limitation. i.e. your SCHOOL [old & new] Use language as accurately, without your personal modification. Elaborate with alternatives, such as non-verbal cues, graphical element or audio-visual recordings. 23

Language is Abstract: 

Language is Abstract It is an important feature of any language, it means to generalize ideas or thing. It takes many similar ideas under its umbrella, i.e. if I want few paper clips, pins, stapler..i can easily say – give me a stationary box. i.e. FIRST AID BOX. A ‘table’ we never say, go to a piece of furniture with four legs and a wooden plank used to keep things, as we get meaning through one word as it has a symbolic association in your mind. It has a block too as it leave out many details, i.e. uniform [don’t talk about color, size, etc] 24

Language is Arbitrary: 

Language is Arbitrary There is no direct relationship between a word and the idea or object it represents. Language has evolved as a cultural system of agreements. It’s changeable to include new concept and words and passes to one generation to another. i.e. Food – Early in India – ‘Bhojan’ but we are used to say breakfast, lunch, supper, high tea, and dinner. i.e. we used to say ‘Namastey’ to greet someone but now we say ‘hello’, hi, good morning, good evening, etc. Sometimes it causes problems as a word undergoes a change that may not be universally accepted. 25

Language is Creative: 

Language is Creative It is indeed very creative and one can marvel at its ability to generate so many words everyday, added innumerable words are added to the dictionary. Different Process: Borrowing: alcohol from Arabic, boss from Dutch. Combining: edutainment [education + entertainment]. Back formation: verb into adverb, adjective – enter, entertainment. Expand of new invention, i.e. computer – we get new vocabulary like: keyboard, emoticons, mouse, virus, boot, etc. 26 Word Earlier meaning Current meaning Egregious Outstandingly good Outstandingly bad Maverick Unbranded cattle An outsider, car

Language is Repetitive: 

Language is Repetitive It has the capacity for redundancy or repetition, this may improve or impede effective communication. - i.e. –’bhatra’ became brother and ‘matru’ became mother. Unnecessary repetition may lead to verbosity or wordiness [ended without meaning]. - All of you meet together to see me in the afternoon at 3 p.m. [confusable] - All meet me at 3 pm. 27

Language is Recursive: 

Language is Recursive It enables you to generate any number of sentences using same basic grammatical templates and finite vocabulary. - This man who is wearing a suit, which he borrowed from me to wear for his interview, which was on Wednesday, which was the day of my 50 th birthday..’ If we use our imagination, one can continue to any length. With the usage of various characteristics of language communication becomes more effective. 28

Levels Of Communication: 

Levels Of Communication EXTRAPERSONAL COMMUNICATION INTRAPERSONAL COMMUNAICATION INTERPERSONAL COMMUNICATION ORGANIZATIONAL COMMUNICATION MASS COMMUNICATION 29

Extra personal communication: 

Extra personal communication Communication between human beings and non human entities is called as extra personal communication. For e.g. Your parrot responding your greeting . In this type of communication understanding is required between sender and receiver. Receiver responds in sign language 30

Intrapersonal communication: 

This takes place within the individual. Sender = Our relevant organ. Receiver = Our brain. Feed back by brain. i.e.- feeling hot…turn on the cooler. Self – motivation, self – determination are take place at the intrapersonal level. Motivating yourself to consciously resolve to complete a certain task. 31 Intrapersonal communication

Interpersonal communication: 

Interpersonal communication Communication at this level refers to the sharing of information among people. It has a great advantage that direct and immediate feedback is possible. Interpersonal communication can be formal or informal. i.e. The interaction with family members , friends and different kind of people. It depends upon variety of factors like , psychology of two parties , relation between them, surrounding, culture context. 32

Organizational communication: 

Organizational communication Communication in an organization takes place at different hierarchical levels. It has great need as it involves pool of people engaged in to various tasks. With proper networking system, communication made it possible without direct contact of an employee. It can be divided into mainly three parts. 33

Mass communication: 

Mass communication We require a mediator to transmit information. Communication through mass media like books , journals , TV , newspapers, etc. This message is for the large audience, the approach is impersonal. i.e. Press interview, advertisement. This type of communication is more persuasive, requires at most care on the part of the sender. 34

Characteristics of Mass communication: 

Characteristics of Mass communication Large reach This communication reach audience scattered over a wide geographical area. Impersonality Largely impersonal as the participants are unknown to each other. Presence of a gatekeeper Mass communication needs additional persons , institutions to convey message from sender to receiver. 35

FORMS OF COMMUNICATION: 

FORMS OF COMMUNICATION

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One way communication Information is always transferred in only one direction from the source to the target audience There is no direct interaction b/w the persons involved. The receiver has no chance to get clarification or to question the information received. The source has no way of finding out whether the message is understood- WHY? Radio, television, newspapers, advertisements and other mass media.

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Two way communication It involves both the persons completely. In a normal two-way conversation, the persons alternately take turns as source and receiver. The receiver can ask for clarification or challenge the source or add one’s own ideas and views to the conversation. So is it one-way or two-way in a lecture or a symposium? Give a reason. Both sender and receiver play an important role. Sometimes the receiver plays more important role-HOW?

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FORMAL COMMUNICATION

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It is official and therefore it is likely to be obeyed. It is establishes responsibility b/w sender and receiver. The language is formal, mostly one-way and may not be an enriching experience. In an organization, formal communication is a means of controlling activities through circulation of authoritative policies and procedures stating what is to be done, when, where, how and by whom. It moves along the established “channels” of communication within the organization.

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Informal communication Informal communication is unscheduled, with random participants, no preset agenda. It is usually more interactive and richer than formal communication. In short there is more conversation. Therefore it encourages the flow of new ideas. It is personal and carries enthusiasm of the rather than dry and boring logical conversations. It encourages harmonious relationships and cooperation based on shared concerns and interests.

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Verbal communication Communication by the use of words and language is called verbal communication. Verbal communication can convey very complex ideas and is necessary for discussion and explanation of complicated ideas and concepts. It is more controlled; the required skills can be learnt and practiced.

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Non verbal communication It is instinctive [inborn], largely unconscious and is difficult to control. Communication by using other symbols is called non-verbal communication. Non-verbal codes like colors, maps, graphs, music can be used to enhance verbal communication. Non-verbal everything that is around the speaker as well as the speaker’s personality and voice which is included in body language. It is important to cultivate it to make a good impression on the audience.

Flow Of Communication: 

Flow Of Communication 44

Downward Communication: 

Downward Communication 45

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It is used to inform, instruct, advise or order their subordinates. To convey new policies or procedures, to seek clarification, ask for analysis, etc i.e. giving feedback, appraisal It takes in forms of memos, notice, face to face interview, telephonic conversation, etc. It is very formal in nature and approach and involves both oral and written forms of communication. 46

Upward Communication: 

Upward Communication 47

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In a highly authoritative environment this is a medium for the lower level employees to communicate to the superior stakeholder. It will keep managers aware of how employees feel about their jobs, colleagues and the organization in general. Managers rely on this for making certain decisions, solving organizational problems. But it is limited in approach. It is communicated in form of suggestion boxes, employee attitude survey, review reports, statistical analysis- but provide limited picture. 48

Lateral/Horizontal Communication: 

Lateral/Horizontal Communication 49

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This takes place among peer group or hierarchically equivalent employees. It is very vital for the growth of an organization as it builds corporation among the various branches. i.e. decentralized office It saves time, bridge the gap of comm. Among various departments. There is a disadvantage too, as sometime the in formation pass from one dept. to another without prior formal permission and may create some issues. 50

Diagonal or Cross-wise Communication: 

Diagonal or Cross-wise Communication 51

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It flows in all directions and cuts across functions and levels in an organization. i.e. a sales manager talks to the VP of production. It deviates from the normal chain of command, it is quick and efficient. E-mail – highly used in the present scenario. It is also called as radial, circular communication. 52

Communication Networks [pattern]: 

Communication Networks [pattern] 53

Five types of formal network models: 

Five types of formal network models Chain network Y - network Wheel network Circle network All channel network 54

The Chain Network: 

The Chain Network It represents a vertical hierarchy in which communication can flow only upward or downward. i.e. boss to employee & employee to boss 55

The Y- network: 

The Y- network It is in effect a multi-level hierarchy and a combination of horizontal and vertical flow of communication. If we turn Y figure upside down, it can be seen two subordinates reporting to one senior. 56

The Wheel Network: 

The Wheel Network It refers to several subordinates reporting to a superior any interaction between themselves. This is a combination of horizontal and diagonal flow of communication 57

The Circle Network: 

The Circle Network This allows employees to interact with neighboring members. There is a vertical communication but employs at the lowest level. 58

The All – Channel Network: 

The All – Channel Network 59 It is least structured, enables each employee to communicate freely with each others. Here all are equal, no employee formally or informally assumes a leading role, everyone’s views are openly shared and taken into consideration.

Informal Network Models: 

Informal Network Models It is called grapevine [gossip], it is very activated almost in every organization. It is used as a medium to develop HR and their productivity. i.e. Michael Eisner, the Chairman of Walt Disney, adopts MBWA [management] by walking around the company. There are mainly four types of informal network models, they are as follows: Signal Strand Gossip Probability Cluster 60

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The message is passes from one person to the another along single strand called as single strand informal communication network. 61

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In this one person passes information to all others which is called Gossip network model. 62 G C D F H B I E A

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In the probability type of network, each person tells others at random. 63 P Q E X D B A C

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Cluster model , the most popular pattern of grapevine communication in which some people tell a selected few of others The message which is most interested to the employee, may stimulate him to tell to someone, whereas another message perceived to be of lesser interest may never be transmitted to others. 64 G C D F H B I E A

Forms of oral and written communication: 

Forms of oral and written communication 65 Oral Forms Written Forms Face to face conversations Memos Telephone conversation Letters Meetings/Seminars/Conference E-mails/faxes/notices Dictation Circulars/Newsletters Instruction Reports/Proposals GD &Presentation Research Papers/Bulletins Interview Brochures Video Conferences Manuals Voice Conferences In-house journals

Conclusion: 

Conclusion 66 Technical communication plays an important role in the industries, business organizations or academic institutions. It is the vehicle through which management performs all its functions. All managerial or administrative activities involve communication- planning, Implementation, coordinating, recruitment, and decision making. Communication serves as an instrument to measure successor growth of an organization. The more you participate in the communication process the better you develop your skills in collecting information, analyzing and evaluating facts, appreciating the difference between facts and inferences and communicating effectively.

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Thank you 67