communication skills

1. Communication Skills
Prepared By: Ms Amna Saleem

2. Communication
“Communication implies the act of exchanging , ideas , thoughts, news,
views and any other information with another person, either verbally and
non- verbally.”

3. Communication process
sender (encoder) encodes a
message and then using a
medium/channel sends it to the
receiver (decoder) who decodes
the message and after
processing information, sends
back appropriate
feedback/reply using a
medium/channel.

4. Communication Process
Sender(encoder): A person who sends the message.
Context: It refers to the surrounding physical environment and the framework of
related facts and events within which a communication takes place.
Message :Message is the information that is exchanged between sender and receiver.
Channel/ Medium: Medium is the channel through which encoder will communicate
his message
Receiver (decoder):The person to whom the message is being sent is called
‘receiver’/’decoder’
Feedback: Response or reaction of the receiver, to a message, is called ‘feedback’.
Feedback may be written or oral message, an action or simply, silence may also be a
feedback to a message.

5. Types of Communication
People communicate with each other in a number of ways that depend upon the message
and its context in which it is being sent. Choice of communication channel and your style of
communicating also affect communication.
Types of communication based on the communication channels used are:
There are two types of communication based on channel;
• verbal communication
• nonverbal communication

6. Verbal Communication
“Communicating with words, whether written or spoken.”
Oral Communication
• “Spoken words are used.”
• Influenced by pitch, volume and
clarity of speaking.
• Examples;
Speech, face to face conversations ,
telephonic conversation
Written Communication
• “Written words are used.”
• Influenced by the vocabulary and
grammar used and writing styles.
• Examples;
Report, memo, letters etc.

7. Non-Verbal Communication
“Nonverbal communication is the process of communicating without
the use of words.”
• Nonverbal communication is also known as “silent language.”

8. Types of Non-verbal Communication
• Kinesics
• Proxemics
• Haptics
• Chronemics
• Paralangauge
• Artifacts
• vocalics
.”

9. Kinesics
Kinesics is the interpretation of body language such as facial
expressions and gestures .
The study of the way in which certain body movements and
gestures serve as a non-verbal communication. Body Language
is technically known as kinesics.
• Facial expressions
• Gestures
• Eye contact
• Postures

10. Kinesics

11. Proxemics
Proxemics is the study of measurable distance between
people as they interact.

12. Chronemics
“Chronemics is the study of the use of time in
nonverbal Communication.”
• The way we perceive time, structure our time
and react to time is a powerful communication
tool, and helps set the stage for the
communication process.
• Time perceptions include punctuality,
willingness to wait, and interactions

13. Haptics
“The use of touch in communication is the expression of feelings
and emotions.”
• One forms of Haptics communication is Handshake, or a
gentle pat on back, or a high five.

14. Vocalics
The volume, tone of voice and pitch used by the sender for communicating a message to the
receiver is known as vocalics or paralanguage.
• It refers to voice quality, volume, pitch, speed and non-fluencies (like ‘ah,’‘um,’or ‘uh.’)
used to convey a message.”
• It helps to convey information about the attitude of the speaker.

15. Vocalics
Pitch : How high or low a speaker’s voice is
Rate: How fast the person speaks.
Volume: How loudly the person speaks.

16. Artifacts
“The appearance of a person speaks about his personality.”
• Way of clothing, carrying jeweler, lifestyle, etc. This kind of communication is
known as artifactual communication.

17. Difference between Verbal and Non-verbal
Communication
Verbal Communication
• Through words
• More formal
• Scope in Business larger than non-verbal.
Example;
• Face to face conversation
• Telephone conversation
• Video conferences
Non- verbal Communication
• Without using words
• Less formal
• Scope in business is limited.
Examples;
• Body language
• Facial expressions
• Silence

18. Communication Barriers
• Language Barrier
• Psychological Barrier
• Physical Barrier
• Attitudinal Barrier
• Cultural Barrier
• Environmental Barrier

19. Conclusion
Verbal and Non-verbal communication are not contradictory to each other,
but they are complementary as somebody has rightly said, ” Actions are
louder than words.” In short, both goes side by side and helps a human
being, to interact and respond to other human beings.