Basics of

EFFECTIVE COMMUNICATION SKILLS

By Babar Ghias, Chief Engineer - KANUPP

Communication is an exchange of feelings,

ideas, and information, whether by speaking,
writing, signals, or behaviors.

The exchange of thoughts, messages, or information, as by

speech, signals, writing, or behavior.
The art and technique of using words effectively to impart
information or ideas.
to convey knowledge of or information
to reveal by clear signs
to transmit information, thought, or feeling so that it is
satisfactorily received or understood
to open into each other

What is Communication?
Communication is the art of transmitting
information, ideas and attitudes from one person to
another. Communication is the process of meaningful
interaction among human beings.
ITS ESSENCES:
Personal process
Occurs between people
Involves change in behavior
Means to influence others
Expression of thoughts and emotions through words & actions.
Tools for controlling and motivating people.
It is a social and emotional process.

Whos accountable?
Everyone in the organization
is accountable for the
effectiveness of their own
communication. This
especially applies to those
who manage others.

Types of Communication
Downwards Communication: Highly
Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to
offer feed back, approval to highlight
problems etc.

Executive Director

A.G.M.
Manager

Upward

Downward

Vice President

Supervisor
Forman

Horizontal

Manager

Supervisor 1

Supervisor 2

Supervisor 3

Upwards Communications: It is non

directive in nature from down below, to give
feedback, to inform about progress/problems,
seeking approvals.

Lateral or Horizontal Communication:

Among colleagues, peers at same level for
information level for information sharing for
coordination, to save time.
In modern business environment
communication extends beyond written or
spoken words to listened word. Visual
dimension added by T.V., computers has
given to new meaning to communication.

Communication Networks
Formal Network : Virtually vertical as per
chain go command within the hierarchy.
Informal Network : Free to move in any
direction may skip formal chain of
command. Likely to satisfy social and
emotional needs and also can facilitate task
accomplishment.

Communication can occur in many ways

Body Language
Spoken Words
Visual Images
Written Words

The Communication Process

Medium

Barrier
SENDER
(encodes)

Barrier

Feedback/Response

RECEIVER
(decodes)

TRANSMISSION MODEL OF
COMMUNICATION
Noise

Signal
Channel

Signal

Feedback

Sender

Receiver

All of this parts models are important in order for

your communication to be successful or a failure.

SENDER

The sender is the primary communicator, the

sender controls the type of communication.

ENCODING

We use encoding by using verbal/non-verbal ideas

and thoughts to process the communication

MESSAGE

The message if what the sender wants you to know.

CHANNEL

The channel is the way the message is send, the way

you want to message to be translated to.

RECEIVER
Effective Communication

The receiver is the person that receives the

message that the sender communicated.

DECODING

The purpose for decoding is for the receiver to be

able to comprehend the senders message to its best
of understanding.

FEEDBACK

The feedback that is giving to the sender provides

the proof how well the receiver was able to decode
the message.

NOISE

The noise can be anything that prevents the sender

message to be received correctly.

Barriers to communication

Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions

Hearing Vs Listening
Hearing Physical process,
natural, passive
Listening Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.

VALUE OF LISTENING
Listening to others is an elegant art.
Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve

competence and performance.

The result of poor listening skill could be disastrous in

business, employment and social relations.

Good listening can eliminate a number of imaginary grievances

of employees.
Good listening skill can improve social relations and

conversation.
Listening is a positive activity rather than a passive or negative

activity.

ESSENTIALS OF COMMUNICATION- Dos

Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood

accurately or not

In case of an interruption, always do a little recap of what has been

already said.

Always pay undivided attention to the speaker while listening.

While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp others point of

view.

Repeat what the speaker has said to check whether you have

understood accurately.

ESSENTIALS OF COMMUNICATION- DONTs

Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood

by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you wont be

heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might

distract the speaker.

Do not interrupt the speaker.
Do not jump to the conclusion that you have understood

every thing.

How to Improve Existing Level of

COMMUNICATION?
Improve language.

Improve pronunciation.
Work on voice modulation.
Work on body language

(match body language with message)

Read more
Listen more

Avoid reading or watching or listening unwanted

literature, gossip, media presentation etc.

How to Improve Existing Level of

COMMUNICATION?

Improve on you topic of discussion,

Practice meditation & good thoughts.

Think and speak.

Do not speak too fast.

Use simple vocabulary.

Do not speak only to impress someone.

Look presentable and confident.

Improving Body Language - Tips

Keep appropriate distance

Touch only when appropriate
Take care of your appearance
Be aware - people may give false cues
Maintain eye contact
Smile genuinely

Types of

People communicate with

each other in a number of
ways that depend upon the
message and its context in
which it is being sent.

Types / Forms of Communication

On the basis of organizational
relationship

On the basis of flow of

information

On the basis of expression, method,

media

Formal
Communication

Horizontal
Communication

Vertical
Communication

Verbal
Communication

Crosswise
Communication
Down ward
Communication

Upward
Communication

7%

Speaking

Listening

Written
Communication
Writing

Reading

Audio Communication

Gesture
Communication

Other

93%

Visual Communication
Vocal

Oral
Communication

In-Formal
Communication

Non-Verbal
Communication

33%

57% Body Language

Passive
Communication

By Action
Communication

Verbal
It refers to the form of communication in which message
is transmitted verbally.
Communication is done by word of mouth and a piece of
writing.
In verbal communication remember the acronym KISS
KISS
(keep it short and simple).
Verbal Communication is divided into:
Oral Communication
Written Communication

Oral
In oral communication, Spoken words are used.
It includes face-to-face conversations, speech,
telephonic conversation, video, radio, television,
voice over internet.
Communication is influence by pitch, volume,
speed and clarity of speaking.
Advantages
It brings quick feedback.
In a face-to-face conversation, by reading facial
expression and body language one can guess
whether he/she should trust whats being said or
not.

Disadvantages
In face-to-face discussion, user is unable to
deeply think about what he is delivering, so this
can be counted as a fault.

Written

In written communication, written signs or symbols

are used to communicate.
In written communication message can be
transmitted via email, letter, report, memo etc.
Written Communication is most common form of
communication being used in business.
Advantages
Messages can be edited and revised
Written communication provide record and
backup.
A written message enables receiver to fully
understand it and send appropriate feedback.
Disadvantages
Written communication doesnt bring instant
feedback. It take more time in composing a written
message as compared to word-of-mouth and
number of people struggles for writing ability.

Nonverbal
Nonverbal communication is the sending or
receiving of wordless messages. Such
as gesture, body language, posture, tone of
voice or facial expressions, is called
nonverbal communication.
Nonverbal communication is all about the
body language of speaker.
Nonverbal communication have the following three
elements
Appearance
Speaker clothing, hairstyle, neatness, use of
cosmetics
Surrounding room size, lighting, decorations,
furnishings
Body Language
facial expressions, gestures, postures
Sounds
Voice Tone, Volume, Speech rate

Levels of
Intrapersonal Communication is
communication that occurs in your
own mind. It is the basis of your
feelings, biases, prejudices, and
beliefs.
Examples are when you make any
kind of decision what to eat or
wear. When you think about
something what you want to do
on the weekend or when you think
about another person.

 Interpersonal communication is the communication between

two people but can involve more in informal conversations.
Examples are when you are talking to your friends. A
teacher and student discussing an assignment. A patient
and a doctor discussing a treatment. A manager and a
potential employee during an interview.
Small Group communication is communication within formal or informal
groups or teams. It is group interaction that results in decision making,
problem solving and discussion within an organization.
Examples would be a group planning a surprise birthday party for
someone. A team working together on a project.
OneOne-to
to--group communication involves a speaker who seeks to
inform, persuade or motivate an audience.
Examples are a teacher and a class of students. A preacher and a
congregation. A speaker and an assembly of people in the
auditorium.

33

 Mass communication is
the electronic or print
transmission of messages
to the general public.
Outlets called mass media
include things like radio,
television, film, and printed
materials designed to
reach large audiences.
A television commercial. A
magazine article. Hearing a
song on the radio. Books,
Newspapers, Billboards. The
key is that you are reaching a
large amount of people
without it being face to face.
Feedback is generally
delayed with mass
communication.

Physical Space
The "intimate zone" is about
two feet. This zone is
reserved for our closest
friends.
The "personal zone" from
about 2-4 feet usually is
reserved for family and
friends.
The social zone (4-12
feet) is where most
business transactions take
place.
The "public zone" (over 12
feet) is used for lectures.

Intimate Zone
Personal Zone
Social Zone

Public Zone

Questions