Introduction to Communication Skills

1.1. Introduction
Communication is a part of our daily lives just as breathing. We use communication to
express ourselves and interact with others in our lives. People use communication to
fulfill a variety of needs. We use communication for persuasion, to influence relationship,
to inform to share, discover and uncover information (Hybels and Weaver (1995). No
matter your occupation, people spend a great almond of time communicating. Its
therefore for you to possess excellent communication skills regardless of whether you
are an engineer, accountant or journalist. Because communication skills are essential
in ensuring a professional as well as organizations achieve their goals, this module is
designed to improve your talents in important areas.

1.2. What is communication?

Communication is the key to all human activities. Without the ability to
communicate, man would not have the ability to interact with others in order to share
feelings, thoughts, ideas and suggestions. Communication is the key around which
human life revolves .Communication performs diverse kinds of functions in our lives
such as enhancing social interactions, helping us exchange ideas, spreading
knowledge and giving us an opportunity to conduct business among others.
Communication comes from the Latin word communis, which means common or
shared understanding.
According to Schramn 1965 communication is a purposeful effort to establish
commonness between a source and receiver. It’s the transmission of a message from a
source to a receiver or the process of creating shared meaning (Baran 2004). Com-
munication is any process in which people share information, ideas and feelings
(Hybels and Weaver 1995). It’s simply the sending and receiving of messages, it’s
greatly affected by certain principles that may not seem obvious. Communication is
also made up of several elements, each of which has a role to play in ensuring a
successful communicative exchange.

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 1.2.1. The Elements of Communication
The communication process is comprised of elements that include a sender – re-
ceiver, message, channel, noise, feedback and setting.

1. Sender – receivers: The sender is the person who has something to convey
and wants someone else to understand his/ her message. The receiver gets
the message and interprets what it means. Senders and receivers are people
who communicate because they have thoughts, information of feelings to
share. Because this sharing is not a one-way process, the role of sender and
receiver is shared. As Jane and Tom are saying hallo and discussing the
weather, the role of sender and receiver is reversed between the two. In
most communica- tion instances, people send and receive messages at the
same time.

2. Message: The messages are the actual idea of feeling that the sender wants
to share. A sender can send three types of messages the verbal message, the
vocal messages and the non-verbal message (Newcombe, 1988). The verbal
message is the actual words a sender uses. The words in verbal messages
communicate the dictionary meaning of the words. The vocal message on
the hand are voice sounds. They include cries, moans laughter, grunts and
so on. They also include the ways in which words are said. The voice can
slow down, speed up as add emphasis, therefore, creating additional mean-
ings to words beyond their dictionary meaning. The non-verbal message is
a message with no words or sounds. They are made up of dues like facial
expressions and body movements. During a conversation, both the speaker
and listener may send all three kinds.

3. Channel:The channel is the path used by the message when communicating

with another person face to face; the primary channels are sound and sight.
You listen and look at each other as you create meaning from each other’s
expressions of their ideas and feelings. When communicating to many peo-
ple who may not be in the same physical space as you, channels of mass
communication such as radio, television and newspapers may be used.

4. Noise Noise is any interference that keeps a message from being understood
or interpreted appropriately. Noise takes attention from the message. Noise
can be internal external or semantic. Internal noise occurs in the minds of
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the

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senders and receivers when their attention is shifted from the communication at hand.
Jane may be talking to her friend about the class assignment but is also thinking
about the recent death of her grandmother. The sadness can easily interfere with her
communication and is therefore considered noise. External noise comes from the
surrounding. It can be physical noise like the ringing of a bell or the roar of a passing
plane as the teacher is in class. External noise does not always come from sound.
Standing outside in the midday sun can be making you uncomfortable that you may
not be able to concentrate on your communication. Semantic noise is caused by
people’s emotional reactions to words. For example, a speaker may tune out a speaker
who uses profanity because the words are so offensive to them.

5. Feedback: This is simply the receiver’s response to the sender’s message.

Feedback can be verbal, vocal or non-verbal. Feedback is vital to communi-
cation because it lets the participants in the communication see whether
ideas and feelings have been shared in the way they were intended. There
are four kinds of feedback positive, negative neutral and mixed. If you
were giving a speech you could any of the four types of feedback. A loud
and lengthy applause (especially it was expected) would be negative
feedback; light or polite applause would be neutral feedback; and mixed
feedback would occur if people responded in different ways from each
other. Senders and receivers who need face to face have the greatest
opportunity for feedback, especially if there are no distractions. There is a
chance to see if the other person under- stands and is following the
message.

6. Setting: The setting is where the communication occurs. Settings can signif-
icantly influence communication. A formal setting like an auditorium lends
itself to formal presentations and may not very good for small intimate con-
versations. The setting is made up of many components which can range
from the arrangement of furniture to lighting. A library uses desks with par-
titions to enhance concentration and reduce distractions as opposed to sofas
and chairs that encourage people to sit down and talk

• Communication is unavoidable One cannot avoid communication. Even when

we choose not to speak, we still communicate through our silence. Facial
ex-

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pressions, gestures, positive and our dressing all communicate something to people
around us.

• Communication is irreversible You cannot take something back once you

have communicated it. Our deeds and words are recorded in others mem-
ories and we cannot erase them.

• Communication is strategic Nearly all communication is aimed at achieving

goals. The goal of communication help define several types of communica-
tion help define several types of communication. In the workplace, we have
instrumental communication. These are messages aimed at accomplishing a
task at hand. A second set of goals involves relational communication.
These are messages that shape and reflect the way people regard one
another. The third, less obvious reason we communicate involves identity
management. This is the practice of presenting yourself in ways that
produce a preferred image and destined sense of self. Communication is
strategic because we design messages to achieve instrumental, relational
and identity goals.

• Communication is not a panacea Although communication can smooth and

the bumps and strengthen the road to success, it wont always get you what you
want communication is important is solving problems, but it wrong to
expect all problems to be solved by communication. Communication should
not be seen as a cure-all. Boosting your communication skills can help
increase your effectiveness in communication but you should not expect if
to solve your problems.

• Communication is a process Communication should not be considered an

‘act’ of sending or receiving a message or as isolated events. Every com-
munication instance should be seen part of its communication context. Each
message sent or received is part of a process, it does not occur in isolation.
Suppose your friend walks through the door and informs you that your dog
has escaped and is chasing your neighbours around. How would you read?
The answer probably depends on several factors: is your friend a joker or
a serious person? How does the commend fit into the history of your rela-
tionship? What mood are you in today? All these questions show that the

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meaning of a message depends in part on what has happened before the mes- sage.

1.2.2. Communication models

A model is a symbolic representation that shows how elements of a structure or sys-
tem relate for analysis and discussion purposes. In communication, models are used to
explain the process of communication. They depict the relationship between the
elements of communication. Remember that communication is a process made up of
several elements. The communication process begins with a sender, who trans- mits a
message. Some messages are intended while others may be unintentional. The sender
chooses words or non-verbal ones in order to send an intentional mes- sage. This
activity is known as encoding. After the message is encoded, a channel is used to
deliver the message.
Even when a message gets to its intended receiver intact, it’s not guaranteed that it
will be understood as the sender intended it to be. The receiver must sill attaches
meaning to the words or non-verbal ones. They don’t absorb messages like pas- sive
sponges. Instead they actively interpret the messages and respond to them. This
process of attaching meaning to a message is called decoding. The receivers response
to a message is called feedback which can be oral, non-verbal or writ- ten. Failure to
respond is also considered feedback. Communication is two – way process especially
when communication is instantaneous. Messages are sent and received
simultaneously. Successful communication is a collaborative process in which the
participants create a shared understanding through the exchange of mes- sages. One of
the greatest barriers to effective communication is noise factors that interfere with the
exchange of messages.
All these concepts are connected and play a role in ensuring that meaning is created
between the participants of a communication. The model below depicts the process of
communication.

1.2.3. Shannon and Weaver’s Model

Claude Shannon developed this model while trying to know what happens to “in-
formation bits” as they travel from the source to the receiver in telephone communi-
cation. In the process, he isolated the key elements of the communication process, but
missed out feedback which was later added by his colleague, Warren Weaver.

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Shannon and Weaver attempted to do two things:

1. Reduce the communication process to a set of mathematical formulas and

2. Discuss problems that could be handled with the model. Shannon and
Weaver were not particularly interested in the sociological or psychological
aspects of communication. Instead, they wanted to devise a communication
system with as close to 100 percent efficiency as possible. The "noise"
concept in- troduced by Shannon and Weaver can be used to illustrate
"semantic noise" that interferes with communication.

1.2.4. Schramm’s Model

Wilbur Schramm was a well-known communications theorist who developed an-
other model of communication. In Schramm’s model he notes that communication
always requires three elements the source, the message and the destination. Ideally,
the source encodes a message and transmits it to its destination via some channel,
where the message is received and decoded. However, he goes a step further and
explains that for understanding to take place between the source and the destination,
they must have something in common. He introduces the sociological aspect of a

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common field of experience. ‘If the source’s and destination’s fields of experience
overlap, communication can take place’. If there is no overlap or only a small area in
common, communication is difficult, if not impossible.

1.2.5. Communication as a transaction

The view of communication as transaction involves not only the physical act of
communicating but also a psychological one. People are always forming impression in
the minds of the people who are communicating. Communication as a transaction
involves three important principles.
First, people engaged in communication are sending messages and continuously and
simultaneously. Second, communication events have a past present and future. Third,
participants in communication play certain roles let us look at these princi- ples in
turn.

1. Participation is continuous and simultaneous Whether or not you are

actually talking in a communication situation, you are actively involved in
sending and receiving messages. Suppose you are lost in an unfamiliar city.
You show others you are lost as you hesitate, look around or pull and a
map. When you decide to ask directions, you dismiss one person because
you perceive him to be in a hurry, you don’t ask another because you think
they look as though she is from somewhere else, like you. Finally, you get
someone who seems helpful and as you are listen to the directions you are
giving feedback as to whether you understand the message or not through
words, sounds or body language. You are participant continuously and
simultaneously is a complicated situation.

2. All communication has past, a present and a future We all respond to every
communication situation by relying on our own experiences. If you know
someone well, you are able to make predictions about what to do in the
future on the basis of what you know abound the past. When you meet
someone
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for the first times you also respond to them on the basis of your experience. You
might respond to physical traits (short, tall, fat) to occupation (lawyer, doctor) or even
to names any of these things might influence how you respond to someone especially in
the beginning.
The future also influences communication if you want a relationship to continue, you
will say and do things in the present to make sure it does if you think you will never
see a person again, this might also affect your communication.
1. All communicators play roles Roles are parts we play. Roles are defined by
society and individual relationships. They control everything from word choice to
body language. For example one of the roles you play is that of a student. Your
teachers may consider your senses. Your parents may see you as a considerate son
etc. Roles are not always constant within a relationship. They vary with others moods
or one’s own, with the setting and noise fac- tor. The roles we play whether
established by individual relationships or by society are also perceived differently by
different people. These differences affect the results of the communication.

1.2.6. Type/levels of communication

1. Intrapersonal communication This is communication that occurs within us.
It involves thoughts, feelings and the way a person looks and himself.
Because intrapersonal communication is centered in the self, you are the
only sender receiver. The channel is your brain which processes what you
are thinking and feeling. There is feedback in the sense that as you talk to
yourself, you discard certain ideas and replace them with others.

2. Interpersonal communication This type of communication occurs when we

communicate on a one- one basis. It occurs mostly between two people,
though it may include more than two people. It uses all the elements of the
communication process. Because interpersonal communication is between
two people, it offers the greatest opportunity for feedback. Internal noise
is likely to be minimal because each person can see whether the other is
distracted.

3. Small group communication In this type of communication, the group must

be small enough so that each member in the group has a chance to interact

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with all the others members. The communication process here is more com- plicated.
With so many people sending messages, there are more chances for confusion
messages are also more structured because the group is meeting for a specific
purpose. There is also a good opportunity for feedback in this type of communication.

4. Public communication In public communication the speaker sends a

message to an audience. The speaker usually delivers a highly structured
messages using the same channels a in interpersonal and small group
communication however, the channels are more exaggerated in public
communication. The voice is louder and the gestures are more extensive
because the audience is bigger. The speaker might use additional visual
channels, such as slides, flipcharts etc.

The opportunity for verbal feedback is limited in this type of communication. How-
ever, nonverbal feedback can be send during the communication and this can give the
speaker a clue as to whether the audience is understanding his message or not.
Example ✐. Discuss what is Interpersonal Communication and its principles?
Solution: is humanity’s most important characteristic and its greatest accomplish-
ment. It is humans ability to turn meaningless grunts into spoken and written words,
through which they are able to make known their needs, wants, ideas and feelings.
These principles underlie the workings in real life of interpersonal communication.
Interpersonal communication is inescapable We can’t not communicate. The very
attempt not to communicate communicates something. Through not only words, but
through tone of voice and through gesture, posture, facial expression, etc., we
constantly communicate to those around us. Through these channels, we constantly
receive communication from others. Even when you sleep, you communicate. Re-
member a basic principle of communication in general: people are not mind readers.
Another way to put this is: people judge you by your behavior, not your intent.
Interpersonal communication is irreversible You can’t really take back something
once it has been said. The effect must inevitably remain. Despite the instructions from
a judge to a jury to "disregard that last statement the witness made," the lawyer knows
that it can’t help but make an impression on the jury. A Russian proverb says, "Once a
word goes out of your mouth, you can never swallow it again."

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Interpersonal communication is complicated No form of communication is simple.
Because of the number of variables involved, even simple requests are extremely
complex. Theorists note that whenever we communicate there are really at least six
"people" involved: 1) who you think you are; 2) who you think the other person is; 30
who you think the other person thinks you are; 4) who the other person thinks
/she is; 5) who the other person thinks you are; and 6) who the other person thinks
you think s/he is . Interpersonal communication is contextual: In other words,
communication does not happen in isolation.

• The importance of communication

Speaking and listening consume much of each day of your life. Therefore its not
surprising that most jobs seek people with good communication skills. Generally,
studying communication helps you in the following ways:

1. To understand how communication takes place you communicate with others.

2. Feel comfortable in social situations.

3. Gain speaking and listening experiences that will be useful now and in the
future

Revision Exercises

E XERCISE 1. Describe ways in which university students may use intrapersonal,

interpersonal and group communication.
E XERCISE 2. Explain how the study of a course in communication benefits stu- dents
at the university as they prepare for their professional lives.
E XERCISE 3. Identify situations that you have been in where noise interfered with
the communication process. Explain how noise can cause a breakdown in
communication.
E XERCISE 4. Discuss what is Interpersonal Communication and its principles?

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