The document provides an extensive overview of communication skills, defining communication as the exchange of information through various mediums. It covers different types of communication, including verbal, non-verbal, visual, interpersonal, intrapersonal, and mass communication, while also addressing barriers and principles of effective communication. The document emphasizes the importance of communication in both personal and organizational contexts and offers techniques to enhance communication skills.

1. TRAINING ON
COMMUNICATION SKILLS
Trainer: Junaid Ahmed Sohoo

2. WHAT IS COMMUNICATION
Communication is the process of Imparting or
exchanging any information by using any
medium.
Communication can also be defined as the act of
transferring information from one place to
another.
The goal of communication is to understand any
thought, idea, concept or behavior.

3. MEDIUM IN COMMUNICATION PROCESS
 In the communication process, a medium is channel through which
the information is transferred between Sender and Receiver.
 Medium can be any printed invitation, a billboard, the radio and
the cell phone etc.
 The plural form of medium is called is media which is also known
as channel.
 When communication medium changes , our practices and
experiences of communication also change.

5. COMMUNICATION MODEL

6. SEGMENTS OF COMMUNICATION
 Sender: In the communication process, sender is the individual who initiates a message
and is often called communicator or source of communication. The sender may be
speaker or writer.
 Receiver: The individual who responds to the sender is called receiver of message or
the receiver is the individual to whom a message is directed. Receiver can be listener,
reader or observer.
 Message: A message is any information conveyed by words ( in speech or writing) or
other signs and symbols.
 Encoding: It means the creation of messages which you want to communicate with
other person.
 Decoding: Decoding means interpreting the meaning of message.
 Feedback: The response of a receiver to sender message is called feedback.

7. TYPES OF COMMUNICATION
 Verbal Communication: Verbal communication can also be called as oral
communication. In very simple terms, any communication that happens orally
between two people is known as verbal communication.
 The objective of such communication is to ensure that people understand whatever
you want to convey.
 Verbal communication is more quick and precise than other form of communication.
 The higher up an organization you go, the better should be the verbal skills that you
have. This is because you need to ensure that your speech is precise and to the point
and does not have any scope of misunderstanding.
 For example like an M.D OR CEO may be giving a television interview which is being
watched by various stakeholders. Their speech and verbal communication need to be
precise so that they don’t mess up or are not misunderstood.

8. PERSONALITIES WHO WERE FAMOUS FOR
THEIR VERBAL COMMUNICATION
He is Martin Luther king. He was a social
activist and Baptist minister who played
key role in the American civil rights
movement from the mid 1950s until his
assassination in 1968.

9. WINSTON CHURCHILL
Winston Churchill was an inspirational
statesman, writer, orator and leader who led
Britain to victory in the Second World War. He
served as Conservative Prime Minister twice -
from 1940 to 1945 (before being defeated in the
1945 general election by the Labor leader
Clement Attlee) and from 1951 to 1955.

10. JOHN F KENNEDY
John Fitzgerald "Jack" Kennedy (May 29, 1917 –
November 22, 1963), commonly referred to by his
initials JFK, was an American politician who served
as the 35th president of the United States from
January 1961 until his assassination in November
1963. He served at the height of the Cold War, and
the majority of his presidency dealt with managing
relations with the Soviet Union

11. NON VERBAL COMMUNICATION
 Non-verbal communication includes facial expressions, the tone and pitch
of the voice, gestures displayed through body language (kinesics) and the
physical distance between the communicators (proxemics.
 There are many different types of non-verbal communication.
 They include:
• Body Movements (Kinesics), for example, hand gestures or nodding or
shaking the head;
• Posture, or how you stand or sit, whether your arms are crossed, and so
on;
• Eye Contact, where the amount of eye contact often determines the level
of trust and trustworthiness;
• Para-language, or aspects of the voice apart from speech, such as pitch,
tone, and speed of speaking;
• Closeness or Personal Space (Proxemics), which determines the level
of intimacy;
• Facial Expressions, including smiling, frowning and even blinking; and
• Physiological Changes, for example, sweating or blinking more when
nervous

12. VISUAL COMMUNICATION
 Imagine that you're on vacation in a foreign city, and you get lost while
driving. If you were at home, you could stop and ask someone for
directions. But here, you don't speak the language very well, so asking
directions won't do much good. Instead, you can rely on a map, using
landmarks, routes, and familiar signs, which successfully lead you back to
your hotel. In this scenario, you have found your way back almost entirely
through visual communication.
 Visual communication is the transmission of information and ideas using
symbols and imagery. It is one of three main types of communication, along
with verbal communication (speaking) and non-verbal communication
(tone, body language, etc.). Visual communication is believed to be the type
that people rely on most, and it includes signs, graphic designs, films,
typography, and countless other examples.
 Cave paintings are a primitive form of communication that were drawn or
etched into cave walls and ceilings. Though their exact purpose is not clear,
these paintings include representations of, among other things, animals,
landscapes, and sacred spaces, and act as a kind of prehistoric
documentation.

13. INTERPERSONAL COMMUNICATION
 Interpersonal communication is the process of exchange of information,
ideas, feelings and meaning between two or more people through verbal
and/or non-verbal methods.
 t often includes face-to-face exchange of messages, which may take form of
a certain tone of voice, facial expressions, body language and gestures. The
level of one’s interpersonal communication skills is measured through the
effectiveness of meaning transferred through the message.
 Commonly used interpersonal communication within a business organization
include water cooler talks, client meetings, employee performance reviews
and project discussions. But, of course, online conversation is a large part of
people’s interpersonal experience today.
 Interpersonal communication is the communication where two or more
people are connected in some way. It would include the exchange between a
teacher and their students, a married couple, a boss and an intern and so on.

14. INTRAPERSONAL COMMUNICATION
 Intrapersonal communication, or communication within the individual, is an
area of study that is fundamental to the study of all communication.
Communication can be thought of as beginning with the self. When a person
talks of communication with others, he or she speaks of interpersonal
communication, or communication between one individual (the self) and
another. Intrapersonal communication limits itself to communication within
the individual. It is communication that takes place within the individual when
he or she is communicating with others, or simply, when he or she is alone
and thinking to himself or herself. When a person says to himself or herself,
"way to go," he or she is engaging in intrapersonal communication.
Intrapersonal communication, however, has been less studied than many
other areas of communication
 Intrapersonal communication can also be understood as self-talk. Self- talk is
recognized as the verbal side of thinking. There is indeed a positive side of
self-talk. Self-talk, also recognized as self-dialogue or inner speech, is what
you say to yourself during your waking hours

15. MASS COMMUNICATION
 Mass communication is a process in which a person, group of people,
or an organization sends a message through a channel of
communication to a large group of anonymous and heterogeneous
people and organizations. You can think of a large group of anonymous
and heterogeneous people as either the general public or a segment of
the general public. Channels of communication include broadcast
television, radio, social media, and print. The sender of the message is
usually a professional communicator that often represents an
organization.
 Importance of mass communication can be described as ‘helping the
mass audeince make informed’ decision about events around them
through the information made available to them. Apparently, it implies
disseminating information that shape the audience’s perception about
issues in the society; sometimes, with feeeback.

16. BARRIERS TO COMMUNICATION
 Common Barriers to Effective Communication:
• The use of jargon. Over-complicated, unfamiliar and/or technical terms.
• Emotional barriers and taboos. Some people may find it difficult to express their emotions and some
topics may be completely 'off-limits' or taboo. Taboo or difficult topics may include, but are not limited
to, politics, religion, disabilities (mental and physical), sexuality and sex, racism and any opinion that
may be seen as unpopular.
• Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page Barriers to
Effective Listening for more information).
• Differences in perception and viewpoint.
• Physical disabilities such as hearing problems or speech difficulties.
• Physical barriers to non-verbal communication. Not being able to see the non-verbal cues,
gestures, posture and general body language can make communication less effective. Phone calls,
text messages and other communication methods that rely on technology are often less effective than
face-to-face communication.
• Language differences and the difficulty in understanding unfamiliar accents.
• Expectations and prejudices which may lead to false assumptions or stereotyping. People
often hear what they expect to hear rather than what is actually said and jump to incorrect
conclusions. Our page The Ladder of Inference explains this in more detail.
• Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way
in which emotions are expressed. For example, the concept of personal space varies between cultures
and between different social settings. See our page on Intercultural Awareness for more information.

17. PRINCIPLES OF EFFECTIVE COMMUNICATION
 No matter how appealing or tempting your idea looks, the first and foremost thing you should check
without jumping to other things is “How relevant is your idea to the organization.” Collect past user
experiences and draft the areas which might need improvements and common to most customers.
Base your arguments on relevant quantitative data and figure out which facts matter and include them.
 The medium via which idea is communicated plays a vital role in retention of the idea in your audience
mind. This is important to give a life to your idea. If you are dealing with people from finance
background who value numbers, consider using lots of smart excel to present your ideas.
 Why not take it one step ahead and master the audience. This is easier said than done. But, to help
you there are so many tools which can be used to learning about people — what topics they track,
which personalities they value, how they approach their work. Think and find out what your colleagues
care the most. Their social profiles, their professional profiles, their blogs, their interests also tell a story.
Observe them, and learn what excites them, and shape your idea accordingly.
 If you want your reputation to reflect that role, then as a thumb rule come ready to meetings, and have
a point of view. This will also help you in asking relevant questions.

18. PURPOSE OF COMMUNICATION
 The ability to effectively communicate with other people is an important skill. People get to know each other,
perceive them, understand, make judgment about others and understand each other by way of communication
 Today communication forms an important part in a manager’s job. With team oriented structures in today’s
organization interpersonal communication is the key to ones success in an organization. A manager has to
communicate effectively to develop the competency of his team members.
 Through effective communication, a manager can mobilize the employees behind an organization’s vision and
inspire a conscious and concerted team effort to attain the vision. The pay-off of effective communication is:
• A more professional image
• Improved self-confidence
• Improved relationships
• Less stress
• Greater acceptance by other

19. TECHNIQUES TO IMPROVE CS
 The first effective communication technique is all about maintaining good body language when
engaged in conversation. According to a study on decoding inconsistent communication (Mehrabian,
A. & Wiener, M., 1967) researchers have found that body language accounts for approximately 55%
of how other people interpret your emotional state.
 To maintain good body language, the first step is developing good eye contact. Good eye contact
means that you look others in the eyes when they are talking to you or when you are talking to them.
Remember not to stare. Take breaks to look away and give the other person psychological breathing
room.
 Try to avoid expressing negative emotions like shock, panic, or anger. Smile when you are
expressing positive or constructive communication. Don’t be afraid to use humor and laugh to build a
good rapport with others.
 Use hand gestures to better explain your points, and avoid crossing your arms. Make sure your body
is parallel to the person you are talking with. This means that you should try to face them directly
when speaking or listening. Keep your body posture upright and relaxed.
 Another technique for effective communication is the practice of asking open-ended questions.
Open-ended questions are questions that cannot be easily answered with a simple yes or no

20. TIPS FOR WORKPLACE CONVERSATION
 Start with being a good listener. This is your best weapon against misunderstandings and
potentially grave errors. No matter how busy you are take the time to really listen and you will avoid
problems later.
 Share compliments. Everyone appreciates knowing that they are performing well and that someone
noticed. And who doesn't like a compliment about choice of style. Just be sure that in response to a
compliment received that you do not ramble; a simple "thank you" will suffice.
 Resist arguing. Every individual has a difference of opinion from others occasionally. And
sometimes the facts may be on your side. However, the way in which you express your
disagreement is crucial.
 Talk on the level of your audience. Don't use complex or unfamiliar terminology unnecessarily and
never without an explanation. You may be perceived as show-boating or simply out of touch with
your audience. This is especially important when attending a social networking event where people
are gathered from multiple industries.
 Always use diplomatic language and a respectful tone. No matter the issue, all things can and
should be presented in the most respectful way.