this presentation contains the information about the communication skills, its types, errors in communication, its remedies and all the required information about communication skills. detailed analysis of verbal and non verbal communication is given.

1. Communication: An Overview

2.  The concept of communication
 The main components of communication process
 The stages of the communication process
 Types of communication
 Features of Successful Professional Communication
 Barriers to communication
 Ways to overcome
Overview

3.  Communication is a word of Latin origin Communico or
communicare.
 Cooperation between senders and receivers.
 Require a common purpose, background and interest.
The Concept of Communication

4.  Process of sharing information is a symbolic
interchange, which is both dynamic and interactive and
results in an exchange of meaning and understanding.
The Concept of Communication

5. BITS Pilani, Pilani Campus
Elements of Communication Process
Elements
Encoding
Sender
Receiver
Channel
Message
Decoding
Response
Feedback

6. Communication Environment
Channel/Media
Message Message
Encoded Noise Decoded
(Channel/ Semantic)
Feedback
The Process of Communication
Sender
Sent
Message
Received
Message
Receiver Response

7.  A well defined communication environment
 Cooperation between the sender and the receiver
 Selection of an appropriate channel
 Correct encoding and decoding of the message
 Feedback
Elements of Effective Communication

8.  Verbal Communication
Oral Communication
Written Communication
 Non-verbal Communication
 Intrapersonal Communication
 Interpersonal Communication
 Extra personal Communication
 Mass Communication
 Media Communication
Types of Communication

9. Verbal communication stands for both for the spoken and the written
word used in the communication process. It can further be divided into
oral and written communication.
Oral Communication
 A face to face interaction between the sender and the receiver is
called oral communication.
 Example: presentations, participate in group discussions, appear for
interview.
Written Communication
 In this type of communication, the sender uses the written mode to
transmit his/her messages. Reports, proposals, books, handbooks
,letters emails, etc. come in this category.
Verbal Communication

10.  When a message is communicated without using a word. The
process requires non-verbal cues to be transmitted and
received.
 It can be further categorized into two parts—body language
and paralinguistic features.
 Body language involves aspects such as personal appearance,
walk, gestures, facial expressions, hand movements, posture,
and eye contact.
 The paralinguistic features include a person’s voice, volume,
pitch, rate, pauses, articulation, voice modulation etc.
Non-verbal Communication

11.  This implies individual reflection,
contemplation, and mediation.
 Whenever communication takes place within
one’s own self, it is termed as intrapersonal
communication.
 Communicating with the divine and with spirits
in the form of prayers.
Intrapersonal Communication

12.  This is direct, written, or oral communication
that occurs between two or more persons.
 The oral form of this type of communication,
such as a dialogue or a conversation between
two or more people, is personal and direct, and
permits maximum interaction through words
and gestures.
Interpersonal Communication

13.  Communication does not take place only among
human beings. If we observe carefully, we find
that sometimes we do communicate with non-
human entities, such as animals, birds, etc.
 For instance, whenever we command our pet
dog or cat to sit, stand, or go, they immediately
follow our orders.
Extra personal Communication

14.  This is generally identified with tools of modern mass
media, which include books, the press, cinema,
television, radio, the Internet, etc.
 It is a means of conveying messages to an entire
populace.
 This also includes the speeches delivered by a prophet or
a political leader.
Mass Communication

15.  It includes communication that takes place only with the
help of electronic media, such as computer, cell phones,
LED, video, television, etc.
 Of these, the Internet has become a major means for all
sorts of official or personal communication.
Media Communication

16.  Communication is a two- way process by which
information is transmitted between individuals.
 Communication is a continuous process of meaningful
interactions among persons.
 The role of the receiver and the sender keeps changing
in the entire communication activity.
Features of Successful Professional
Communication

17.  Communication broadly includes both verbal and non-
verbal forms.
 It is a process which transmits and disseminates
important ideas, thoughts, feeling, etc.
 Communication skills are generally understood to be an
art or technique of persuasion through the use of oral,
written, and nonverbal features.
Features of Successful Professional
Communication

18. Barriers to Communication

19. Lack of proper planning
 Start talking or writing without thinking or planning.
 People do not clearly state the purpose of the message.
 This often results in miscommunication or partial breakdown in the
communication process.
Selection of a wrong variety of language
 For various human interactions, we choose different varieties of
expressions.
 Because of a wrong variety of language, even a strategy, otherwise
effective and useful, may fail miserably.
 Example- D-D, D-P
Verbal Barriers

20. Badly encoded or wrongly decoded messages
 Choice of wrong words, absence of punctuation marks or
wrongly—timed pauses, poor organization of ideas, use of
unnecessary jargon, etc. bring vagueness in the message.
 Example: Bombastic
Semantic Gap
 Semantic gap or distortion might be deliberate or accidental.
 For example an advertisement saying, ‘we sell for less’,
raises the question, ‘less than what?’ Is the product sold to
less number of people or offered at a less price?
 Such type of message can have different connotation.
Verbal Barriers

21. Difference in perception of a message
 Different people perceive a single message in different ways.
 Consider a situation wherein there occurs a dispute between
a worker and his/her superior and a third person is asked to
inquire into the matter.
 Words such as good, bad, proper, inappropriate and a large
of other words are essentially subjective in nature and can be
interpreted in various ways.
 Use them carefully to avoid ambiguity.
Verbal Barriers

22. Variation in language
 Certain words and idiomatic expressions are culture
specific.
 If we do not use them appropriately in the respective
cultural context, it might lead to miscommunication.
 For instance, what is called sidewalk in the US, in
Britain it is called pavement, whereas in India, it is
called platform.
Verbal Barriers

23.  When verbal and non-verbal message clash, receivers tend to
trust the non-verbal messages.
 Sometimes even flashing eyes, rolling eyes, quick movements
or very slow movement, or avoiding eye contact may also
cause non-verbal barriers to effective communication.
 Raising eyebrows constantly suggests that the speaker is not
convinced about the information that he/she has shared.
 Even when a presenter keeps his/her hands or thumbs
constantly in the pockets of his/her trousers, he/she will
certainly appear snobbish, scared, or deceptive to his/her
audience.
Non-verbal Barriers

24.  Poor listening results in incomplete, incorrect, and
inconsistent responses.
 We all pretend to listen to others while sitting in a meeting or
attending some oral presentation, we usually are occupied
with the idea of speaking at the earliest opportunity.
 “The biggest communication problem is we do not listen to
understand. We listen to respond”.
 It is so because speaking is a human urge, while listening is a
compulsion.
 We all aspire to be speakers but not necessarily all of us crave
to be a listener.
 That is why, there are many speakers but just a few listeners.
Listening Barriers

25. Besides the above, the following reasons may also cause
listening barriers in the communication environment:
 Making the speaker feel as though he/she is wasting the
listener’s time.
 Getting ahead of the speaker and completing his/her
thoughts.
 Asking too many questions for the sake of probing.
 Being distracted by something that is not part of the
ongoing communication.
Listening Barriers

26.  Closed office doors, physical distance between the
communicators, disturbance in transmission channels, etc.
create barriers.
 Nearness to others helps people communicate effectively as it
helps them get to know one another better.
 Distance therefore, is a barrier that often affects
communication
 At times, poor printing, badly indented text, lack of space or
margins, very small font sizes and crowed paragraphs can
lead to barriers.
Physical and Mechanical Barriers

27.  Compared to physical barriers, psychological barriers are far
more damaging and cause frequent disruptions in the process of
communication.
 Psychological barriers are closely linked to emotional barriers.
 Some such psychological barriers may arise due to the presence of
fear, distrust, absent mindedness, intensity of feelings, lack of
interest , obsessive temperament and so on between the
communicating parties.
 For instance, on receiving a message, we may not be able to
interpret it properly as we may be caught up in some emotional
turmoil of our own.
Psychological Barriers

28. Premature evaluation of message
 It is an undesirable human tendency to jump to hasty conclusion,
approve or disapprove what is being said or written, and generalize the
ideas without being convinced.
 This tendency often leads to failure in communication because the
listener and readers evaluate the message without fully understating its
real essence.
Information Overload
 Struggling with an information overload employees often tend to ignore
the important information unconsciously while processing the
information.
 For instance, the person concerned might miss the word ‘not’ in a
message, which reverses the intended meaning.
Miscellaneous Barriers

29. Distrust, threat, and fear
 Inconsistent and unpredictable behavior of the superior
leads to arousing distrust and fear among the
subordinates.
 If a subordinate has been punished for presenting
unfavorable but true facts in the past, he/she will not
express his/her ideas however innovative and crucial
they may be due to real or imagined fear.
Miscellaneous Barriers

30. Less time for orientation and for adjustment to change
 If the employees do not get sufficient time to adjust, alter, or
prepare themselves to face the changes around them, it
hampers communication and can severely affect their
performance in an organization.
 Emotional reaction
 Depending on the intensity of our emotions, our response or
reaction may create a barrier in communication.
 Emotions such as fear, anger and joy may act as hurdles in
making ourselves clear to our audience.
Miscellaneous Barriers

31. Rigid attitude
 Human communication is all an out sharing and
conveying emotions, ideas, and attitudes. A stubborn
attitude on the part of the listener or the speaker may
lead to a failure of communication.
Miscellaneous Barriers

32.  Send the data only to the people who require that.
 Emphasize the major ideas.
 Delete unwanted details.
 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.
 Make sure that information overload does not affect the
communication environment adversely.
Some Remedies

33.  Maintain openness and acknowledge that people have
different perceptions and views regarding things.
 Encourage innovative ideas and views so that people do
not unnecessarily live in fears.
 Listen attentively to others.
 Speak with clarity and conviction.
 Know more about the receivers’ background and the
level of knowledge or language proficiency.
Some Remedies

34. Thank You