The document discusses principles of effective verbal and written communication. It provides guidelines for communicating verbally, such as making eye contact, asking questions, and being aware of body language. It also discusses formal vs informal writing styles and provides rules for different types of written communication like business letters, emails, and reports. Barriers to communication are also examined, including poor grammar/spelling, using the wrong language style, and writing that is unclear or wordy. The key is being aware of audience and context for the most effective communication.

1. THE PRINCIPLES OF GOOD
COMMUNICATION
Unit 1 Communication and Employability Skills

2. Principles of effective communication
Interpersonal communication

3. Verbal communication
There are a variety of ways of communicating
between people it usually done verbally and may
also be done using lip reading and signings. When
communicating with others verbally there are
some important principles to be aware of.

4. Principles
 It is important to be able to listen to others to make
sure they have an understanding of the message you
are communicating. Communicating is a two way
process.
 Be positive, smile and make eye contact with the
person/people you are communicating with.

5. Principles continued
 Find a balance in communicating, be assertive enough
to get your point across clearly but allowing others to
do the same.
 To maintain the listeners’ interest it is important to
speak with enthusiasm where necessary.
 Ask questions to show you are interested and to make
sure you get the message/point clearly.

6. Principles continued
 If another person has an opposing view to you find out
why this is the case. If they explain in more detail it
may clarify their point of view and give you a better
insight into what they are thinking.
 Find a balance in communicating, be assertive enough
to get your point across clearly but allowing others to
do the same.

7. Principles continued
 Take notice of the other person/people’s body
language to make sure they are fully involved in
the communication.
 Always be aware of your body language when
communicating any distracting behaviour such as
fidgeting or looking around the room will give the
impression that you are not interested or relaxed in
the conversation.

8. Barriers to effective communication
There are a variety of barriers which prevent
effective interpersonal communication that should
be avoided.
If a person is to communicate well it is important to
be aware of and avoid these barriers.

9. Barriers continued
 Language difference can cause a problem as it may be
difficult to understand an unusual accent or dialect.
This could lead to a misunderstanding or
misinterpretation of the message.
 To overcome this establish at an early stage that there
is a difference in dialects being used and back up all of
the communications with written information. Take
time to ensure everyone has understood what has
been discussed.

10. Barriers continued
 Over use of jargon can complicate an issue and
cause confusion. It is important not to use unfamiliar
terms which the listener won’t understand.
 To overcome this be aware of the level of knowledge
the audience has and ensure what is being said is
explained using more standard language. Take time
to ensure that the information being conveyed has
been understood and if necessary explain in a
clearer way.

11. Barriers continued
 Lack of relevance to other people involved will
cause them to lose interest and become distracted.
It is important to keep the focus the subject
relevant only to those who are involved in a
particular exchange.
 To overcome this make sure the people involved in
the communication are only those who are directly
involved. Arrange a separate communication with
others.

12. Barriers continued
 If people who communicate hold a vastly different
viewpoint to each other it could cause
disagreements and a lack of ability to make progress
with an issue being discussed.
 To overcome this ensure that everyone involved is
working towards the same clear goal. Be prepared to
listen to different points of view and negotiate an
acceptable outcome.

13. Barriers continued
 There are cultural differences that may affect
successful communication. Some cultures adopt a
more direct approach in a conversation which could
be deemed rude by others. There is also the concept
of personal space which varies in some cultures and
could affect the progress of a communication.
 To overcome this take time to find out the culture of
the people involved in the communication and adapt
your own approach if necessary to ensure there is no
lack of understanding.

14. Barriers continued
 A lot of noise can interfere with
communication, parts or all of a conversation or
message can be missed or misunderstood due to
interference from other noises.
 To overcome this set up a meeting in a location more
suitable for a conversation to be carried out. If it is
technical noise ensure that you are able to convey
the information in another form other than spoken.
For example use reports, images and graphs as
required.

15. Barriers continued
 Emotional barriers such as prejudice against an
idea or viewpoint, or unrealistic expectations of a
situation will cause ineffective communication as
these problems will influence or prevent a
successful outcome of a discussion.
 To overcome this establish that everyone is
working towards the same goal despite there
being different opinions on it. Ensure that the
limits of what is to be achieved is established.

16. Cultural differences
Customs, mannerisms and gestures vary in
different cultures and can affect our ability to
communicate

17. Language barriers
It is important to be aware of the culture of the
audience and the ways in which they traditionally
communicate.
For example: The type of language used by someone
from the USA in a business meeting would
normally be loud and fairly aggressive. This could
easily offend a person from the Japanese culture
where it is more acceptable to speak softly in a
business meeting.

18. Gender differences
In some countries it is more usual for the men to
make important business decisions. This would
influence the way a meeting would be carried out
where you would expect the men to be more
influential on the outcome.
In other countries such as Sweden it is more usual for
women to make important planning and
purchasing decisions.

19. Linking up through technology
When planning video or tele conference meetings it
is vital to be aware of the culture of the others
involved.
Time zone differences make it less convenient at
some times than others. Also the fact that some
countries have long lunch breaks mid day then
work later in the evening than others as well as
having certain time when prayers will be carried
out.

20. Political disputes
It is important to be aware of any political disputes
which may be ongoing between people who are
communicating. This refers to both internal and
external issues.
Any discussions touching on the subject in dispute
would cause difficulty in communication and
should be avoided at all cost.

21. Principles of effective
communication
Written communication

22. Written communication
An important way of communicating within a
business is the written word. The quality of the
written documents produced in a business will
reflect on the quality and professionalism of the
organisation. A standard formal style should be
used throughout. Depending on the type of
communication there are various principles to be
aware of.

23. Formal writing
Formal writing is used when you want to
communicate in a business like situation. The
information should be presented in a clear and
well structured way. The structure will mostly be
an outline of the topic, some further detail about
the topic and ending with some summing up.
Avoiding informal language ensures there is no
misunderstanding of the message being conveyed.

24. Rules for formal writing
 Do not use ‘I’ or ‘you
 Don’t say ‘I believe’ or ‘I feel’
 Avoid shortening words like it is to it’s
 Never use slang words or phrases
 Spell an abbreviation out the first time you use it
 Don’t include rhetorical questions

25. Informal writing
Informal writing is used in a variety of settings where
a more natural tone is required. For example when
you are trying to sell something or entertain
people. It is also more likely to be found on a
website where information is needed quickly.
Informal language resembles the spoken language
which is more concise and less ‘stuffy’ and ‘long
winded’. It gives information in a more speedy way
using a conversational tone. It will however use
correct spelling and grammar.

26. Rules for informal writing
 To make content more personal refer to I and you
in the text
 Keep things succinct and not too wordy
 Make use of contractions such as I’ll in place of I
will
 Avoid complex language or specialist terminology

27. Business letter
 Always use formal language.
 Be set out in an established format.
 Have correct spelling, punctuation and grammar.
 Be concise and to the point.
 Have a formal beginning and end.

28. Email
 May be more informal.
 Should use the standard house style of the
business.
 Should be very concise and not be too long or it
will not be read.
 Always have a subject so that its not ignored as
spam.

29. Business report
 Have an introductory overview.
 Be well laid out so the amount of information can
be presented in a form that is easy to follow.
 Use professional language.
 May use technical language if required.
 Have a conclusion to clarify the outcome of the
activity that has been carried out.

30. Barriers to effective communication
There are a variety of barriers which prevent
effective use of communication that should be
avoided.
If a business is to communicate well it is important to
be aware of and avoid these barriers.
Depending on the type of communication used the
barriers may vary.

31. Barriers continued
 Poor use of punctuation, grammar and spelling
which will give a bad impression of a business.
 To avoid this all documents should be checked with
a spelling and grammar checker initially. After this
they should be proof read. This is because spelling
and grammar checkers are not fool proof.

32. Barriers continued
 Using formal or informal language in the wrong
situation. A business letter is required to be formal
whereas a web page will need a less formal style to
keep people interested.
 To avoid this any member of staff should be fully
trained to be aware of what is required in each
different situation they will be dealing with when
producing the written communication.

33. Barriers continued
 Using far too many words, using clichés, using two
words that have the same meaning. This style of
writing causes confusion and misinterpretation of
information.
 To avoid this information should be written in a
clear way using short sentences. Be concise and
straight to the point to express ideas clearly.