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Communication skills Basic
- 2. Communication Means Process of exchanging information in the form of messages, symbols, thoughts, signs, and opinions. S We communicate through S Speech S Sign language S Body language S Touch S Eye contact
- 5. Dimensions of Communication S Non Verbal S Gestures & others S Visual S Verbal S Oral S Written
- 6. Non Verbal Communication S Convey without using words S Symbols, facial expressions, gestures and eye contact, sign languages S Music, dancing and sculpturing S Highly effective
- 7. Visual Communication S Type of non verbal communication S Visual aids like Photo, signs/signage, symbols, maps, colors, posters, banners and designs. S Movies and plays, television shows and video clips. S Icons and emoticons (Emojis) are a form of visual communication.
- 8. Oral Communication S Oral communication is part of verbal communication S Oral communication include Sounds, converted into alphabets which intern into words. S Loss of communication because of encoding/decoding and language
- 9. Written Communication S Communication with the help of written words. S Letters, personal journals, emails, reports, articles, and memos. S Can be edited or rectified. S More effective in combination with visual communication.
- 10. Abstract Words S Ideas or concepts S Intangible and can’t measure S They are differently understood S More abstract more loss of communication
- 11. Concrete Words S Objects/things you experience through 5 senses S Tangible and measurable S Their meanings are clear and they bring images with them. S Needs more time and space for communication S Concrete words reduces loss of communication
- 12. Find Abstract & Concrete Ball Fairy Dust Water Death Gold Smile Anger Dragon Happines s Rainbow Rain Juice Hopeles s Warmth Burning Balloo n Ice Fire Siren Sad Yellow Damp Itch Judge Wish Corpse Alive Foreve r May 5th Teardrop s Justice
- 13. Abstract & Concrete words Ball Fairy Dust Water Death Gold Smile Anger Dragon Happines s Rainbow Rain Juice Hopeles s Warmth Burning Balloo n Ice Fire Siren Sad Yellow Damp Itch Judge Wish Corpse Alive Foreve r May 5th Teardrop s Justice Concrete words with green fonts
- 14. Closing S Skills can be developed S Language is just a medium and not the entire communication S Effective communication is a mix of abstract and concrete words. S Try using both dimensions (verbal and non verbal) for effective communication
- 15. Development S Read more books of authors of your interest. S Use more visual tools in your communication. S Try recording your conversation and listen afterwards S Effective communication practical assignments
- 16. Assignment S Write a one page observation on any real life place like library, vegetable market, bus stand, etc S Try to keep it simple (use more concrete words) S Submit it in next session in hardcopy S Ensure page editing parameters (font Arial narrow, size 11, spacing 1.5, alignment Justified) minimum one full page. S In footer mention your name and roll number, in header date and department
Editor's Notes
- People can note points not slides as we will be giving you handouts later… so chillax… chill and relax… If someone has to interrupt in between the session can raise hand, and at appropriate time I will entertain so that the flow is not disturbed. If feeling sleepy.. Let me know I will take care Clearing Foundation concepts
- Communication is the process of exchanging information in the form of messages, symbols, thoughts, signs, and opinions. Our senses play role of receiver in communication..
- Select one volunteer, show him an image and ask him to communicate the image in words to the class. Give him 3 mins to communicate (any language), class has 7mins to draw. The class will take inputs and draw that image on paper. After the game show them loss and where it has gone wrong. Brief them about the process
- Encoding & Decoding is by mind using prejudices/values/upbringing/experience Information can never be transferred 100%, there is always loss. No two things are same in this world, they can be similar. People assume others to be with same prejudices/values. In any communication one important objective should be reducing loss of communication Perspective theory, tortoise see the world in 2 dimension, while we see with 3, Bulls are colour blind. They see in grey colour Monkey sees reverse ways Different perspectives are there for the same object Assumption theory, assuming the person in same scenario.
- There are two broad dimensions of communication, which are used in varying ways depending on the medium used or the way in which information is exchanged. If taken on a scale verbal is less than non verbal. Indians are less expressive as compared to other countries like USA/philipins, our country is rich in non verbal communication but day to day life we don’t use much. Chinese use less than us….
- Body posture and language convey a lot of nonverbal messages when communicating verbally with someone. Folded arms and crossed legs are some of the defensive nonverbal signals conveyed by people Shaking hands, patting and touching, express feelings of intimacy & Friendship. Highly effective as there is no loss because of language and selection of words. Task example, have you played dumb charades, think of representing the game images with only gestures and signs now think in reverse direction, without words how difficult it is to communicate ( I call it as dimension, verbal and non verbal) Service level expectations increased (hp petrol pump greeting people) corporates providing training on soft skils
- Visual communication also involves the transfer of information in the form of text, which is received through an electronic medium such as a computer, phone, etc. Japan signage importance. Dumb man should be able to understand Internet based communication is increasing day by day, whatsapp, facebook are highly used mediums
- Words selection plays vital role in all forms of communication. Animal uses sound to communicate, we use words formed by languages. Example in customer service, sir aapka kya problem hain? (correct would be sir aap kis problem ke liye aaye hain/contact kar rahe hain) Diplomacy is very important, example arun jaitley comment on rape… now he says it was misconstrued. Another classic example of ramdev baba saying rahul gandhi goes to dalits house for honeymoon. Party spokesperson has a really challenging role. (kachra baki members karte hain saaf unko karna padta hain) What happens to oral communication over phone (how difficult or easy it is), assume that in your task if I would have asked your volunteer to communicate without seeing you… Telephone skills are very vital now a days… toyota example… situation bagar puche call karna assuming samne wala khali baitha hain… example call for customer satisfaction… Think of people working in call center jobs…
- More difficult than other methods… no gestures, you don’t know in what mood the other person is reading it… very difficult part…. Here your words will express emotions and gestures, very hard to communicate. You are left without one dimension Example…. Word like issue and problem…. Issue is used for small things and problem for larger issues.. Empathy and sympathy… example… Mithun email example “Hello Sir, Could You please take some time for me from your busy schedule???? I need help.” Request email. Some good part of written communication is you can edit and use visual communication tools to express your gestures…. But we fall in trap of professionalism/traditional methods… forgetting about purpose of communication. (you submit paper presentations how effectively you use images to communicate your meaning…. Has anyone stopped you from that… mainly falters here in encoding and decoding.
- Love, success, freedom, good, moral, democracy, communism, racism, feminism, etc Love, meaning of love changes at every age. At age 5 what was your meaning, at 10, at 14, at 21yrs, at 35 yrs, at 50 yrs, etc Another example of freedom, when you say I want freedom… before marriage the meaning is different and post marriage it is different and divorce ke baad … lot of difference Abstract terms are useful when we want to name ideas (concepts), we need abstract terms in this world. For example development, if I want to explain it in concrete words it will take many sentences Achievement example there was a post on facebook where a candidate has achieved 35% and the city was celebrating it by putting his banner, while on the other side there was the CBSC topper who scored 99.5% marks and everyone was abusing him.
- Spoon, table, nose ring, green, hot, cold, oxygen, Indian Flag, red apple, white activa, mostly recognized brands Generally their meaning doesn’t change with time. Image formation example rolex watch, what is that you get in your mind. Mercedes car? Lets take example of success, success is abstract word means different things to each of us. If I say I want a gold rolex and a mercedes car my success meaning will be communicated in a better way. Politicians use more abstract words, like hum desh ko brashtachar mukt banayenge, we will develop vishnupuri as ideal city (they could say we will build new highway from aurangabad to vishnupuri by spending 10 crores, and build airport with 1000 crores in vishunupuri) Next example: Abstract: The young girl was hopelessly sad because she wanted her mother Concrete: The 3 year old girl was balling her eyes out and crying for her mother. Writers using more concrete words are always favorites as they build an image of the scene… now remember your task where the volunteer tried to bring an image using words in front of you…
- You cant use only concrete words or only abstract words for effective communication Our four fathers just used to hump and grump.. Now you have so many aids
- (if you are reading for the first time read books of chetan bhagat, because all books are nearly converted into movies so you can relate it fast.)
- Also seek some volunteers to do bring a presentation and do a presentation in class Select some volunteers to do presentation in class