Std : IX
(IT- 402 - Revision - Notes)
UNIT I : COMMUNICATION SKILLS
• Communication : Exchange of thought and ideas.
• Communication Process :
It is a process where message or ideas originates and travels to the receiver via a
Communication channel.
• Elements of communication :
(i) Sender : It is a person who wants to share their ideas or feelings in the form of a
message.
(ii) Message: A message can be in the form of verbal cues or non-verbal cues or written
form or in the form of a picture /graphics.
(iii) Encoding : The converting of the ideas into a message form by using words,
symbols, voice, tone or gestures is known as Encoding.
(iv) Communication Channel : It Refers to the medium which transfers the
message.
(v) Receiver : It is the person for whom the message is intended and who receives the
message.
(vi) Decoding : It is the processing to interpret the received message to get to
the idea shared by the sender.
(vii) Feedback : It is the response which tells that the message has been
understood or not. It shows the completeness of communication purpose.
NOTE:
Feedback is very important as it ensures the success and effectiveness of
communication. Without feedback, the sender cannot find if the message intended
has been successfully delivered with some intent.
• Methods of Communication :
(i) Face-to-face Communication
(ii) Letters / Memo / Emails
(iii) Posters / Info graphs / Charts
(iv) Meeting / Seminars
(v) Print / Analog / Digital Media
• Types of Communication :
1. Verbal Communication: It is the method of communication where we can mostly
interact with others through spoken words.
Advantages:
▪ Straight forward to express the feelings
▪ Interactive and inter-personal
▪ Instant feedback
▪ Seedy form of communication
▪ Helps in maintaining relationship
Disadvantages :
▪ Not possible to communicate to people in a different setup
▪ Required proximity
▪ Incomplete to keep records
▪ Not possible to represent things officially
▪ No legal validity
▪ Not a complete form of communication
▪ There are emotional barriers
2. Non-Verbal Communication: It is a process of communication through which
sending and receiving wordless messages between people using gestures, body
language and voice tone etc. are done.
Advantages:
▪ Very easy to demonstrate
▪ Very easy for conveying messages
▪ No language barrier
▪ Very fast
Disadvantages:
▪ Not suitable for lengthy messages.
▪ No legal validity
▪ An incomplete form of communication.
▪ Chances of misinterpretation.
▪ Regional and cultural differences.
3. Visual Communication: It is the medium of communication in which messages are
conveyed through visual aids such as pictures, posters, logos/signboard, hoardings
etc.
Advantages:
▪ It reinforces other forms of communication.
▪ It can explain things in the way which are not possible through words.
▪ It clears the barrier of qualification language.
Disadvantages:
▪ Comparatively expensive
▪ Requires specialized storing
▪ Time consuming
▪ Not a complete form of communication
4. Written communication:
▪ It is a type of communication in which information is conveyed through
written means.
▪ Both written and oral communication can be thought of as types of verbal
communication.
▪ BUT written communication is more formal way of communication and more
valid and reliable than speech.
▪ NOTE: Modern age’s electronic communication (email, blogs, websites etc.)
falls under written communication that also uses Visual Communication.
Advantages:
▪ Permanent Storage for record maintenance
▪ Stands a legal holding with valid records
▪ Facilitates reuse
▪ Mass circulation possible
▪ Suitable for lengthy messages
▪ It conveys sincerity
▪ More precise and explicit
Disadvantages:
▪ Comparatively expensive
▪ Cost on storage
▪ Time consuming
▪ A barrier of qualification/languages
▪ Additional workload
▪ Instant clarification is not possible
▪ Delayed feedback
7 C’s of Effective Communication:
We communicate with people every day, both at work and in our personal life. We communicate
using a number of different methods – face to face, telephone, email, instant messenger. letter,
reports, meetings, presentations and more.
In order to ensure you get the right result when you communicate you need to ensure that your
communication is effective and clear and this is where the 7 Cs of Communication can help.
The 7 Cs of Communication
The 7 Cs is a checklist for ensuring your emails, meetings, calls, reports, presentations and other
methods you use to communicate are clear and ensures the recipient gets the message.
The 7 Cs of Communication are:
• Clear
• Concise
• Concrete
• Correct
• Coherent
• Complete
• Courteous
Here’s what they mean:
• Clear – (Clarity) Be clear about the goal of your message and the purpose of the message.
Present one idea at a time making it easier for the recipient to understand. Don’t leave
them guessing what the message is about and having to fill in the gaps themselves.
• Concise – (Conciseness) Keep to the point and keep it short and simple. Don’t use
unnecessary words (use two words where one will do or 6 sentences when 3 will do).
Don’t repeat the same point in different ways.
• Concrete – (Concreteness) Be clear, not fuzzy. Make sure there is enough detail to get the
message across but not too much that the recipient will be lost and ensure the message
is factual.
• Correct – (Correctness) Check the information you are providing is accurate and in written
communication ensure it is free from grammatical and spelling errors. Check the technical
parts of your content are understandable by the person receiving the information.
• Coherent – Make sure your message flows well and is laid out logically. The points you
make should all be linked to the main topic and should help you to deliver the objective
you originally set out to achieve. Make sure the tone of the message is the same
throughout.
• Complete – (Completeness) Ensure the recipient has everything they need to understand
your message and take action if needed. If action is needed, ensure your message includes
a ‘call to action’. Also, ensure that any specific details are clear and included. Don’t leave
the recipient with lots of questions to ask.
• Courteous – (Courtesy) Your message should be polite, friendly, professional, open and
honest. Think about your message from the recipient’s point of view and you are
empathetic towards their needs. This will help you to deliver the message in a way that’s
easy to understand and buy into.
By following the 7 Cs of communication you should find the messages you are delivering much
more effective.
