Communication Skills
Introduction
The process involving the transmission and interchange of facts, ideas and feelings or
courses of action is known as the process of communication.
All the activities an organisation undertakes have communication at their hub. The better
are our communication skills, the greater are our chances of quick progress.
Objectives and characteristics of technical communication:
1. To provide organised information that aids in quick decision making.
2. To invite corporate joint ventures.
3. To disseminate knowledge in oral or written form.
Example of washing machine manual and camera sales person.
Process of Communication
Sender and receiver are required for the process of communication. At any given time one
is active and the other is passive. There should be cooperation and understanding between
them. A communication is termed effective only when the receiver receives message
intended by the sender in the same perspective, otherwise it becomes miscommunication.
Communication Cycle
First step is formulation, where the sender forms the content of the message to be sent. This
formulation depends on level of experience, intelligence, knowledge, and purpose of the
sender.
the content formed is called message.
The delivery happens through channels or media of communication.
The receiver receives the message, decodes it and acts on it.
Noise in the channel may affect the decoding part of the communication process.
The transmission of receiver's response to the sender is called feedback.
The communication is fully effective only when there is a desired response from the
receiver.
Essentials of effective communication:
1. A well-defined communication environment.
2. Cooperation between the sender and the receiver.
3. Selection of an appropriate channel.
4. Correct encoding and decoding of message.
5. Feedback.
LEVELS OF COMMUNICATION
1. Extrapersonal Communication
Communication between human beings and non human entities.
2. Intrapersonal communication
Takes place within an individual.
3. Interpersonal Communication
Sharing of information among people. This form of communication is advantageous
because direct and immediate feedback is possible. If a doubt occurs, it can be instantly
clarified.
Organisational Communication
4. Mass Communication
Mass communication is meant for large audiences and requires a medium to transmit
information.
FLOW OF COMMUNICATION
Formal communication refers to communication the follows the hierarchy and is required
to do one's job.
1. Vertical Communication
Consists of communication up and down the organization's chain of command.
a) Downward commmunication flows from a manager down the chain of command. People
also send feedback to their subordinates on their actions through this channel.
b) Upward communication: When subordinates send reports to inform their superiors, or
to present their findings and recommendations to their superiors, communication flows
upwards.
2. Horizontal Communication
Horizontal or lateral communication takes place among peer groups or heirarchically
equivalent employees.
3. Diagonal Communication
Flows in all directions and cuts across the various functions and levels in an organization.
Example: When a sales manager communicates directly with vice president, who is not
only in a different division but also at a higher level in the organization.
BARRIERS TO COMMUNICATION
Noise
Any interference in the message sent and the message received leads to production of
'noise'. Noise is defined as any unplanned intereference in the communication environment.
Noise here does not mean sound, but a break or disturbance in the communication process.
If noise occurs because of technological factors, it can be removed by correcting the
technological faults.
However, if the noise is due to human error, the parties involved in the communication
process need to take corrective measures.
Noise is defined as any unplanned interference in the communication environment, which
affects the transmission of message. Channel noise is any interference in the mechanics of
the medium used to send a message.
CLASSIFICATION OF BARRIERS
Intrapersonal Barriers
1. Wrong assumptions 2. Wrong inferencees 3. Varied perceptions 4. Blocked categories 5.
Differing background 6. Categorical thinking
Interpersonal barriers
1. Inefficient communication skills
2. Negative aspects nurturing in the climate
Refers to a situation wen negative tendencies nurtured by some people affect others around
them. This leads to a barrier as individuals start thinking only negative.
Most common reasons for interpersonal barriers:
1. Limited vocabulary
2. Incompatibility of verbal and non-verbal messages
When the speaker and their body language are opposite. A communicator should
acclimatize himself to the communication environment, think from the angle of the listener
and then communicate.
3. Emotional outburst
Failure in communication when one is overwhelmed by emotions.
4. Communication selectivity
Barrier due to speaker
When the receiver in communication pays attention only to a part of the message, they are
imposing a barrier known as communication selectivity.
5. Cultural variations
To compete successfully in a business environement, one must overcome the
communication inadequacyf arising due to different languages and cultures.
6. Poor listening skills
Misunderstandings and conflicts can be avoided if people listen to the messages with
attention.
7. Noise in the channel
Noise is any unwanted signal the acts as a hindrance in the flow of communication.
Organizational Barriers
1. Too many transfer stations
2. Use of inappropriate media
3. Fear of superiors
4. Information overloaded
5. Negative tendencies
6. Analyse feedback
HOW TO BE A BETTER COMMUNICATOR?
Constant practice and implementation of the ideas. One you know where communication
fails you can avoid them and be more careful.
1. Keep receiver in mind.
2. Create an open communcation environement
3. Avoid too many transfer stations
4. do not communicate when you are emotionally disturbed
5. Be aware of diversity of culture, language etc.
SEVEN C's TO OVERCOME COMMUNICATION BARRIERS
1.Complete message(when, what, why, where, how)
2. concise(Avoid being worthy, repitition, include relevant details only)
3. Consideration(The target audience or group, their expectation or hopes etc)
4. Concrete(Avoid metaphorical language)
5. Clarity(both from sender's and receivers's end)
6. Courtesy(empathatic and thoughtful towards others)
7. Correctness(Grammar and Punctuation)
Technical Communication
Def: communication that involves transfer or transmission of scientific or technical
information from one individual or group to another. This exchange of information may
include simple definition of tools, description of machines and processes, or sophisticated
explanation and interpretation of scientific principles.
Major requirements for technical communicator:
a.
Subject competence
b.
Linguistic competence
•
Analyse facts or information for clear presentation
•
Use of proper rhetorical devices to present scientific data
•
Use of graphs diagrams systematically
c.
Organizational competence
To be able to present data logically and in a structured manner
Forms of Technical Communication:
Verbal or oral: telephone, voice mails, teleconferencing, video-conferencing, etc.
Immediate feedback
Written: letters, memos, e-mails, etc.
General and Technical Communication
Differences:
a.
Technical content: specific, formats or drafts
b.
Specialized vocabulary: terms and terminology
c.
Formal elements
d.
Objective
e.
Mainly factual
f.
Logically organized and structured
g.
Complex and important exposition techniques
h.
Specific audience
Importance of technical communication:
Allows free exchange of information and ideas and promotes scientific temper and
maintenance of professional relations.
Technical communication Style:
How is it different from general communication?
ABC of communication:
A= accuracy
B= Brevity
C= clarity
1.
Accuracy: correct information, check and re-check.
how to achieve accuracy?
a. Simple and precise words: Avoid difficult words or jargons:
Technical jargon is fine but not too much
Knowledge of confusing words
Example:
Although all metals react with oxygen, their reactivity is different. Some metals, such as
sodium and potassium, react with oxygen trenchantly. They ignite even it retained
unenclosed in the air. Magnesium needs to be inflamed before it combines with oxygen.
Once inflamed to an ignition temperature, magnesium ribbon blazes with fire, yielding
intense heat and light.
Although all metals react with oxygen, their reactivity is different. Some metals, such as
sodium and potassium, react with oxygen vigorously. They catch fire even if kept open in
the air. Magnesium needs to be heated before it combines with oxygen. Once heated to an
ignition temperature, magnesium ribbon burns with fire, producing intense heat and light.
More examples from text to be included:
1.
simple and complex words
2. Confusables to be avoided
3. Check grammar and punctuation
2.
example:
2.
Brevity: avoid wordiness, too many words not to be used. (refer Rizvi, page 40)
Practice and revision of the text
Precise writing helps and avoid repetition
Example: write a precise of the passage given below:
Blasting is a very significant process, which can be defined as a process where rock is
broken into fragments for a remarkable purpose, that is, recovery of valuable ore. It
cannot be denied that modern technology has led to the advent of modern earth moving
and rock breaking equipment, but the advent of such sophisticated equipment has not
diminished the value of explosives, which still remain the cheapest method of rock
breaking. However, there is no doubt that rock breakage by explosives has a negative
impact on the environment, resulting in certain negative environmental consequences.
These negative environmental consequences include ground vibration, air-overpressure,
noise, dust, and toxic fumes. (110 words)
Answer:
Blasting is a process where rock is broken into fragments for recovery of valuable ore.
Despite the advent of modern earthmoving and rock breaking equipment, explosives still
remain the cheapest method of rock breaking. However, rock breakage by explosives has
environmental consequences, which include ground vibration, air-overpressure, noise, dust
and toxic fumes. (54 words)
More examples:
1. A computer performs several important functions, which include performing fast and
accurate calculations.
(A computer performs fast and accurate calculations.)
2. It has been noticed that during recent years, several groups of people, which primarily
includes scientists and policy makers, must have paid substantial attention to airborne
substances that threaten human health or environment quality.
(During recent years, scientists and policy makers have paid substantial attention to
airborne substances that threaten human health or environmental quality.)
3. Computer network is a unique system of networks, including a chain of computers
connected to each other for the purpose of communicating information to one another.
(Computer networks include interconnected computers, which communicate information
to one another)
How to achieve precision?
•
Revise and check your draft again and again.
•
Avoid exaggeration
•
Avoid repetition
•
Exclude unnecessary details
3.
Clarity: objective should be clear for whom? And what? Why? How?
Use direct language for clarity: no rhetoric or metaphorical language required.
avoid sentences like:
1.
I will call you later. (date, time etc. missing)
2.
The product is of very good quality. (what standards?)
3.
He will meet you soon. (when?)
4.
Objectivity: avoid use of personal pronouns
Example: 1. We know that chemical reactions involve the breaking of bonds and the
making of new ones.
(Chemical reactions involve breaking of bonds and the making of new ones.)
2.We often need to supply energy to get the reaction going.
(Energy is supplied to get the reaction going.)
5.
Impersonal language: (Impersonal passive voice), racist or gender biased language
to be avoided.
1.
They should have submitted the project report.
(the project report should have been submitted.)
I.
Write a paragraph of around 120 words on the following topics:
1.
Global Warming
2.
Acid Rain
3.
Digital India
4.
Demonetisation
II.
Write an essay of around 500 words on the following topics: (Any 2)
1.
The effects of cramming for an examination.
2.
Racial, sexual, or religious discrimination are social evils that need stringent laws to
tackle.
3.
On Taking Oneself Too Seriously.
4.
To encourage healthy eating, higher taxes should be imposed on soft drinks and
junk food.