1.

Definition of communication skills:

Communication skills are the abilities you use when giving and receiving different
kinds of information. In short, the ability to convey or share ideas and feelings
effectively is known as communication skill. Some examples include
communicating new ideas, feelings or even an update on your project.
Communication skills involve listening, speaking, observing and empathizing. It is
also helpful to understand the differences in how to communicate through face-
to-face interactions, phone conversations and digital communications like email
and social media

2. The process of communication:

The communication process refers to a series of actions or steps taken in order to

successfully communicate. It involves several components such as the sender of
the communication, the actual message being sent, the encoding of the message,
the receiver and the decoding of the message.
There are four types of communication process.
1. Verbal
2. Nonverbal
3. Written
4. Visual
3. The barriers of communication process:

There are many reasons why interpersonal communications may fail. In many
communications, the message may not be received exactly the way the sender
intended and hence it is important that the communicator seeks feedback to
check that their message is clearly understood. There exist many barriers to
communication and these may occur at any stage in the communication process.

Some common barriers to effective communication include:

 Over-complicated or unfamiliar terms.
 Emotional barriers and taboos.
 Lack of attention, interest, distractions, or irrelevance to the receiver.
 Differences in perception and viewpoint.
 Physical disabilities such as hearing problems or speech difficulties.
 Physical barriers to non-verbal 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.
 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.
4. The complexities of communication process:

There are many reasons why interpersonal communications may fail. In many
communications, the message may not be received exactly the way the sender
intended and hence it is important that the communicator seeks feedback to
check that their message is clearly understood. There exist many barriers to
communication and these may occur at any stage in the communication process.

Some common barriers to effective communication include:

 Over-complicated or unfamiliar terms.
 Emotional barriers and taboos.
 Lack of attention, interest, distractions, or irrelevance to the receiver.
 Differences in perception and viewpoint.
 Physical disabilities such as hearing problems or speech difficulties.
 Physical barriers to non-verbal 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.
 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.
5. Types of communication skills:

I have outlined four types of communication, but I believe there are actually five
types of communication: verbal, nonverbal, written, listening, and visual.

VERBAL COMMUNICATION: Verbal communication occurs when we engage in

speaking with others. It can be face-to-face, over the telephone, via Skype or
Zoom, etc.

NON-VERBAL COMMUNICATION: What we do while we speak often says more

than the actual words. Non-verbal communication includes facial expressions,
posture, eye contact, hand movements, and touch.

WRITTEN COMMUNICATION: Whether it is an email, a memo, a report, a

Facebook post, a Tweet, a contract, etc. all forms of written communication have
the same goal to disseminate information in a clear and concise manner – though
that objective is often not achieved. In fact, poor writing skills often lead to
confusion and embarrassment, and even potential legal jeopardy.

LISTENING: Listening is the ability to accurately receive and interpret messages in

the communication process. Listening is key to all effective communication.
Without the ability to listen effectively, messages are easily misunderstood.

VISUAL COMMUNICATION: Visual communication is the conveyance of ideas and

information in forms that can be seen. Visual communication in part or whole
relies on eyesight.
6. Definition of verbal and nonverbal communication skills with
examples:

Verbal communication is the use of words to share information with other

people. It can therefore include both spoken and written communication.

Oral Communication
Example: Face to face conversation, presentation at business meeting or class
room.
Written Communication
Example: write someone letter or SMS.
Mediated Communication
Example: Mediated communication also includes telecommunications, radio, film,
television and digital technologies. Electronic mail is digital mechanism for
exchanging messages through internet or intranet communication platforms.
Speech Communication
Example: Examples of channels include radio, phone, internet, tv, and verbal. As
such, public speaking is more than just in person but through other channels as
well.
Codes Communication
Example: A verbal codes is a set of rules about the use of words in the creation of
messages. Words can obviously be either spoken or written. Verbal codes, then,
include both oral (spoken) language and non-oral (written) language.
Nonverbal communication:
Nonverbal communication is the transfer of information through the use of body
language including eye contact, facial expressions, gestures and more. For
example, smiling when you meet someone conveys friendliness, acceptance and
openness. Everyone uses nonverbal communication all the time whether they
know it or not.

1. Body language
Example: Someone might cross their arms if they are feeling angry or nervous.
2. Movement
Example: Sitting still and paying attention in a meeting conveys respect and
attention.
3. Posture
Example: Someone might slouch their shoulders if they feel tired, frustrated or
disappointed.
4. Gestures
Example: Someone in the United States might display a “thumbs up” to
communicate confirmation or that they feel positively about something.
5. Space
Example: You might stand two to three feet away from a new contact to respect
their boundaries.
6. Paralanguage
Example: You might speak quickly if you are excited about something.

7. Three communication models:

Communication models are systematic representations of the process which
helps in understanding how communication works can be done. Models show the
process metaphorically and in symbols

 Linear Communication Model

Linear model of communication is a simple one way communication model. The
message flows in a straight line from sender to the receiver. There is no concept
of feedback.

 Interactive Communication Model

Interactive model or convergence model is similar to transactional model as they
are both two way communication model. But, interactive model is mostly used for
new media like internet. Here, people can respond to any mass communications
like videos, news, etc.

 Transactional Communication Model

In transactional model, senders and receivers both are known as communicators
and both play equally important role in communication. Transactional model
relates communication with social reality, cultural up-bringing and relational
context (relationships).

8. Issues of verbal communication:

Verbal communication problems include translation difficulties,
misinterpretations due to clouded judgment and many others.
Cultural issue
People from different cultures often have difficulty communicating. For example,
if two people speak the same language, they will need an interpreter. But even
with interpretation, communication barriers still exist. Different cultures have
disparate systems of idiom and etiquette, which can cause problems.

Assumptions
Too often, participants in a debate or argument misunderstand the opponent
meaning and then respond to what they assume the opponent is saying.
Confused Messages
Even if you do your best to understand what someone is saying, you still might
miss the point. And even if you express yourself as clearly as possible, the other
person might miss yours.

9. Elements of nonverbal communication:

 Eye Contact

Eye contact indicates interest, attention and involvement. Research indicates that
people rely on visual clues to help them decide on whether to attend to a
message or not. It is essential that you engage every member of the audience by
looking at them.

 Gestures
A gesture is a non facial body movement intended to express meaning. Gestures
may be articulated with hands, arms or body, and also include movements of the
head, face and eyes such as winking, nodding or rolling your eyes. In the business
setting, consumers rely heavily upon your face and hands to draw conclusions
about the passion and conviction you have toward your products and services.

 Posture

Your posture tells a powerful, nonverbal story. Positive body posture transmits a
message of authority, confidence, trust and power. Studies indicate that a person
who displays a forward lean or a decrease in backwards lean signifies positive
sentiment during communication.

 Smile and Laughter

People who laugh and smile, even when they don’t feel especially happy, make
their brain’s left hemisphere surge with electrical activity. When you laugh, every
organ in your body is affected in a positive way. As with smiling, when laughter is
incorporated as a permanent part of who you are, it attracts friends, improves
health and extends life.

 The Power of the Touch

The power of the touch, whether it be your handshake, touch on the elbow, a
high five or pat on the back demonstrates positive impact. Understanding of the
importance of eye contact, gesture, posture, touch, smile and laughter will allow
you to enhance your level of communication.
10. Importance and the ways to improve communication skills
Good communication is an essential tool in achieving productivity and
maintaining strong working relationships at all levels of an organization.
Employers who invest time and energy into delivering clear lines of
communication will rapidly build trust among employees, leading to increases in
productivity, output and morale in general. Meanwhile, employees who
communicate effectively with colleagues, managers and customers are always
valuable assets to an organization and it is a skill which can often set people apart
from their competition when applying for jobs.

Poor communication in the workplace will inevitably lead to unmotivated staff

that may begin to question their own confidence in their abilities and inevitably in
the organization.

There are specific things to do that can improve your communication skills:

 Listen, listen, and listen:

People want to know that they are being heard. Really listen to what the other
person is saying, instead of formulating your response. Ask for clarification to
avoid misunderstandings. At that moment, the person speaking to you should be
the most important person in your life. Another important point is to have one
conversation at a time. This means that if you are speaking to someone on the
phone, do not respond to an email, or send a text at the same time. The other
person will know that she doesn’t have your undivided attention.

 Who you are talking to matters:

It is okay to use acronyms and informal language when you are communicating
with a buddy, but if you are emailing or texting your boss, “Hey,” “TTYL” or any
informal language, has no place in your message. You cannot assume that the
other person knows what the acronym means. Some acronyms have different
meanings to different people, do you want to be misunderstood? Effective
communicators target their message based on who they are speaking to, so try to
keep the other person in mind, when you are trying to get your message across.

 Body language matters:

This is important for face-to-face meetings and video conferencing. Make sure
that you appear accessible, so have open body language. This means that you
should not cross your arms. And keep eye contact so that the other person knows
that you are paying attention.

 Check your message before you hit send:

Spell and grammar checkers are lifesavers, but they are not foolproof. Double
check what you have written, to make sure that your words are communicating
the intended message.

 Be brief, yet specific:

For written and verbal communication, practice being brief yet specific enough,
that you provide enough information for the other person to understand what
you are trying to say. And if you are responding to an email, make sure that you
read the entire email before crafting your response. With enough practice, you
will learn not to ramble, or give way too much information.

 Write things down:

Take notes while you are talking to another person or when you are in a meeting,
and do not rely on your memory. Send a follow-up email to make sure that you
understand what was being said during the conversation.

 Sometimes it’s better to pick up the phone:

If you find that you have a lot to say, instead of sending an email, call the person
instead. Email is great, but sometimes it is easier to communicate what you have
to say verbally.

 Think before you speak:

Always pause before you speak, not saying the first thing that comes to mind.
Take a moment and pay close attention to what you say and how you say it. This
one habit will allow you to avoid embarrassments.

 Treat everyone equally:

Do not talk down to anyone, treating everyone with respect. Treat others as your
equal.

 Maintain a positive attitude and smile:

Even when you are speaking on the phone, smile because your positive attitude
will shine through and the other person will know it. When you smile often and
exude a positive attitude, people will respond positively to.

BY- MD. Fazla Alahi

192-008-121
KMT