SELF LEARNING MODULE 1
COMMUNICATION SKILLS
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SELF LEARNING MODULE 1
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CONTENT

Objectives.

Definition.

Types of communication.

Blunders in Communication-Nokia & Enron.

Importance of Communication-its Do’s and Don’t.

Interpersonal skills-its uses and importance.

Assertive Communication-its importance & goals.

Learnings.

Test Yourself.
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LEARNING OBJECTIVES
 Recognize
the importance of communication in gaining a
better understanding of yourself and others.
 Able
to understand the communication process.
 Types
of communication and their impact.
 Knowing
 Benefits
the do’s and don'ts of the communication.
gained through interpersonal communication.
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WHAT IS COMMUNICATION?

Communication is an art of transmitting
information, ideas and attitudes from one
person to another.

or
Communication is the process of meaningful
interaction among human beings.
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TYPES OF COMMUNICATION
 Personal
or Intra-personal Communication- individual
communicate in his/her mind.
 Interpersonal
Communication-
involves
interaction
between two persons, or group.
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 Organizational Communication
 Mass
Communication- is for disseminating news about
the organization to the stakeholders and to public.
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 Social
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Communication- occurs when people interact
with one another in groups outside the organization.
 Transformational
Communication-
goes
beyond
transactional or interpersonal communication.
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 Corporate
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Communication- is the way in which
company builds and keep contacts.
 Group
Communication- occurs when meetings are
held for face-to-face discussions.
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BLUNDERS IN COMMUNICATION
 NOKIA:
For more than a decade, Nokia was the world’s largest
mobile-phone manufacturer. But when the Smartphone became
the next big thing within the mobility market, the company lost
its competitive edge. According to an in-depth account of why
Nokia has “struggle to turn its good ideas into products,” much
of the problem stems from habits of communication that favour
unfocused discussions about strategy over clear plans to bring
new phone models to market.
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 ENRON:
A scholarly investigation into the problems that led
to Enron’s collapse pinpointed several “communicationbased leader responsibilities” that senior managers failed
to meet responsibilities such as “communicating
appropriate values” and “maintaining openness to signs
of problems.”
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Why is it important to
communicate well?

Communication is key to your success—in relationships, in the
workplace, as a citizen of your country, and across your lifetime.
 Your
ability to communicate comes from experience, and
experience can be an effective teacher.

Co-ordination of work is impossible and the organization will
collapse for lack of communication.

Every act of communication influences the organization in some
way or other.
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ESSENTIALS OF COMMUNICATION-DO’S
 Always
 Use
think ahead about what you are going to say
simple words and phrases that are understood by
everybody
 Increase
your knowledge on all subjects you are required to
speak
 Speak
 Check
clearly and audibly
twice with the listener whether you have been
understood accurately or not
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 In
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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
other's point of view.
 Repeat
what the speaker has said to check whether you
have understood accurately.
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ESSENTIALS OF COMMUNICATION
DON'TS
 Do
 Do
not instantly react and mutter something in anger.
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 won’t be
heard.
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 Do
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not assume that everybody 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
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INTERPERSONAL COMMUNICATION SKILLS
Interpersonal Communication is a social process
involving understanding and transfer of information from
one person to others.
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WHAT IS INTERPERSONAL COMMUNICATION
SKILLS
This is direct, face-to-face communication which
occurs between two persons. It is essentially a dialogue
or a conversation between two or more people.

Interpersonal communication may be:

Focused Interactions

Unfocused Interactions
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INTERPERSONAL COMMUNICATION SKILLS
Interpersonal Skills are critical to good communication.
Let’s have a look at some great tips for better interpersonal
communication skills:
 First
Listen
 Questions
 Be
Interested
 Smile
 Be
Enthusiastic
 Be Assertive
 Relax
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USES OF INTERPERSONAL COMMUNICATION
SKILLS
Give
and collect information.
 Influence
the attitudes and behaviors of others.
 Form
contacts and maintain relationships.
 Make
sense of the world and our experiences in it.
 Express
 Give
personal needs and understand the needs of others.
and receive emotional support.
 Make
decisions and solve problems.
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ASSERTIVE COMMUNICATION
Definition
An honest, direct and appropriate expressions of
one’s feelings, thoughts and beliefs.
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WHY ASSERTIVENESS IS IMPORTANT?

Assertive Communication involves respect for the
boundaries of oneself and others.
 Assertiveness
is the ability to express our needs and
rights, positive and negative feelings without violating
others rights and limits of others.
 Assertiveness
increases our ability to reach these goals
while maintaining our rights and dignity.
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GOALS OF ASSERTIVE BEHAVIOR
 To
get and give respect.
 To
ask for fair play.
 To
leave room for compromise when the needs and
rights of two people conflict.
 To
communicate and develop mutuality in relationships.
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LEARNINGS

The module has briefly acquainted you with the dynamic nature of
communication.

The definition of communication tells you that in communication you deal
with ideas.

As a part of an organization, you will have to conduct yourself responsibly,
not only in face-to-face situations with bosses and subordinates but also
with people from different backgrounds and organizations.

Successful communication transmits values, attitudes, and feelings through
properly chosen words.
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TEST YOURSELF:
 When
I think of communicating with someone, I
generally focus on the......?
a.
Correctness of speech
b.
Content
c.
‘how’ and ‘what’ of the presentation
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TEST YOURSELF:
 Before
I communicate, I think about what the person
needs to know, and how best to convey it......?
a.
Not at All
b.
Rarely
c.
Sometimes
d.
Often
e.
Very Often
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TEST YOURSELF:
I
try to help people understand the underlying concepts
behind
the
point
I
am
discussing.
This
reduces
misconceptions and increases understanding……?
a.
Not at All
b.
Rarely
c.
Sometimes
d.
Often
e.
Very Often
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