Communication comes from the Latin word communicare, which means “to make common” or “to

share.” Communication is the process of transmitting information, ideas, facts, information and meaning
from one individual or organization to another by means of mutually understandable symbols (words,
signs, pictures, sounds).

Importance of Communication Skills for Career Growth and Personal Development

Career Advancement
Good communication skills are often essential for career advancement. Effective communication can
help in standing out from colleagues and improve chances of getting promoted.

Building Relationships
Good communication skills help in building strong relationships with colleagues, clients, and customers.
By communicating effectively, you can build trust and foster a positive working environment.
Better Planning and Implementation
Planning is the basic function of management. If plans are well designed and communicated for their
implementation, it leads to organizational success. An effective system of communication helps in
obtaining this information. Implementing the plans requires communicating them to everybody in the
organization.
Better Collaboration and Teamwork
In today's workplace, collaboration and teamwork are essential for success. Communication is helpful
for collaboration in the workplace. Effective communication can help in teamwork, brainstorming ideas,
and executing projects. It enables us to work effectively with others, share ideas, and work together
towards a common goal.
Leadership
Communication skills are essential for good leadership. Effective leaders must be able to communicate
their vision, expectations, and goals to their team members. A communication skill bring leaders near to
their subordinates and exchange ideas and submits appropriate proposals, knows their opinions, seeks
advices and make decisions. This enables them to win confidence of their subordinates through
constantly communicating with them and removing probable misunderstandings. In this way he leads his
people to accomplish the organizational goal.
Boosts Morale
An effective communication system instills confidence among subordinates and workers ensuring
change in their attitude and behaviour. It helps managers know needs of their employees so that they can
adopt suitable motivators and inspire them to develop positive attitude towards the work environment.
Resolving Conflicts
The main cause of conflict and dissatisfaction is misunderstanding which can be removed through
communication skills. The removal of misunderstanding makes manager and his subordinates
understand each other and create good industrial relations.

Problem-solving

Communication skills are critical for problem-solving. When faced with a problem, effective
communication can help to gather information, understand different perspectives, and work towards a
solution.
Increased Productivity

Clear communication can help in avoiding misunderstandings and errors, which can save time and
increase productivity.

Personal Growth
Communication skills are also important for personal growth. By being able to communicate your
thoughts and feelings effectively, you can build better relationships, resolve conflicts, and express
yourself more confidently.

Develops Understanding

Making sure you clearly express your wants, needs, and intentions can benefit you greatly in life. It can
be the determining factor in negotiating a salary or setting the course of a friendship or relationship. Often,
conflicts, arguments, and disagreements stem from not communicating clearly. Preventing these
misunderstandings is one reason communication is important.

Relieving Stress

Whenever you are feeling overwhelmed, it’s a great relief to get things off your chest by discussing your
problems with friends. This discussion also helps you to see your problems from new perspectives.

Strengthening Relationships

The affinity with someone comes from talking and listening. When people can get to know each other and
discover similarities, the relationship can build a more solid foundation. This applies to anything in life:
clients, friendships, and more.

Increasing Confidence

Communicating clearly means that people will be more apt to listen to you. Not only will you sound more
intelligent, but will more easily get your point across. And when people value what you say, your self-
esteem naturally increases.

Means of Coordination:

Communication is an important tool for coordinating the efforts of various people at work in the
organization.

Supports in Decision-Making:

The information collected through communication aids in decision-making. Communication facilitates

access to the vital information required to take decisions.

Helps in performing managerial roles:

Communication helps managers in performing these roles effectively. In interpersonal roles, managers
interact with superiors, peers and subordinates; in informational roles they receive and give information to
people inside and outside the organization and in decisional roles, they take important decisions and
communicate them to organizational members for their effective implementation.

The Process of Communication

The communication cycle expresses how the system of conveying and understanding messages operates.
Sender: The communicator or sender is the person who is sending the message. Communicator’s attitude
and selection of meaningful symbols are the two factors that will determine how effective the
communicator will be.
Message: The second element of the communication process is the idea or the information that the sender
wishes to convey. The sender is triggered by an idea and determines exactly what should be
communicated further. After deciding what message to send, the source uses words, signals or symbols to
transmit the message by speaking, writing, or through non verbal ways.
Encoding: The sender chooses to bring the message into a form appropriate for sending. The information
that the sender wishes to convey must be put into a form that can be sent to the receiver through his or her
past experiences, perceptions, thoughts, and feelings in such a way that it becomes acceptable and
comprehensible for the receiver.
Channel: Channels are the means (that is, pathways or devices) by which messages are communicated.
Channels may be the verbal and nonverbal form in which messages are sent to receivers or the manner of
presentation employed in communication like face-to-face interaction, public address system, or talk over
radio or television.

Receiver: The person (or persons) who attend to the source’s message is the receiver. The receiver
receives both the verbal and nonverbal signals through all the senses by listening or seeing and tries to
understand and interpret them into messages. Finally, he stores this information for later use so that he
will be able to respond to quickly and effectively.
Decoding: The act of interpreting messages is called decoding. Receivers decode messages based on past
experiences, perceptions, thoughts, and feelings.
Feedback: A message generated by the receiver in response to the sender’s original message is known
as feedback. Feedback tells the source how the receiver has interpreted each message. Feedback is
necessary to ensure that the message has been effectively encoded, transmitted, decoded and understood.
Noise:
Noise is anything that has a disturbing influence on the message. Since noise hinders communication, the
sender should choose a channel that is free from noise. Noise may occur at the sender’s end, during
transmission, or at the receiver’s end.
 The 7 Cs of communication are a set of principles for effective communication. They are as
follows:

1. Clarity
Clear or plain language is characterized by explicitness, short sentences and concrete words. Fuzzy
language is absolutely forbidden, as are formal language and cliché expressions. By avoiding
parentheses and keeping to the point, the receiver will get a clear picture of the content of the message.
Briefly-worded information emphasizes the essence of the message.

2. Conciseness
Another important quality of effective communication is that the message should be concise. The
message should be concise and to the point. It should be brief and focused on the key points. The
concise message is one that contains only relevant and necessary facts, avoids repetition and organizes
properly.

3. Completeness
The message should be complete, providing all necessary information. It should answer all the
questions and concerns of the receiver. Effective communication transmits a complete message so
that the receiver can understand the full meaning of the message. The sender should not sacrifice
completeness to attain conciseness.

4. Correctness
The message should be accurate and free from errors. It should be based on facts and reliable
sources. The effective communication contains only the correct messages. False, manipulated, and
exaggerated information irritates the receiver and makes the communication ineffective.

5. Concreteness
Concreteness is essential to express the communicator’s view to the receiver unambiguously.
Communication becomes effective- when it excludes irrelevant facts.

6. Courtesy
The message should be polite and respectful. It should take into account the feelings and
opinions of the receiver. In addition to considering the feelings and points of view of the target
group, it is also important to approach the audience in a friendly and courteous manner. Use of terms
that show respect for the receiver contribute towards effective communication.
7. Consideration
The message should be considerate of the receiver's needs and expectations. Communicating
with the target audience should be according to their level of understanding and cultural
background. In order to communicate well, it is important to relate to the audience and be involved.
By taking the audience into account, the message can be geared towards them.
Barriers to Communication
Language, Grammar and Semantic Barriers – Communication becomes difficult when people trying
to communicate do not know a common language. Even when two people share a common language,
improper usage of grammar and semantics (study of meanings) leads to communication problems. Hence
the sender must choose his words very carefully and encode the message in a manner that is easily and
correctly understood by the receiver.
Psychological Barriers – Motivation, attitude, perception and other psychological attributes of person
may influence the way a person interprets a message. Highly motivated individuals with positive attitude
are empathetic listeners and may perceive bad news as an opportunity to do better. Low self-esteem and
low confidence levels make people snug into their shells when it comes to communication. People who
feel their communication skills are bad tend to have inferiority complex which will deteriorate their
communication levels further. Lack of knowledge on the subject matter also creates fear in the minds of
people and pulls them back psychologically from communicating freely.
Physical Barriers – Physical objects, people or distance may make it difficult for the communicating
parties to communicate effectively.
Organizational Barriers – Communication may be restricted due to the rules, regulation, reporting chain
and guidelines laid down by the organization. For e.g. Union workers may not be allowed to directly talk
to the management but can communicate only through union leaders. In
such a case, grievances of the workers may not reach the management or management may receive
incomplete information.
Personal Barriers – People who are differently able may face communication problems by virtue of their
physical condition.
Cultural Barriers – Culture of the people may restrict them to be part of some conversations. Also the
same words, phrases, symbols, colours, actions, gestures may mean different things to people belonging
from different cultures. While some countries encourage calling people by their second name as respect,
some countries prefer the respect to be shown by calling people by their first name.
Technological Barriers – Oral Communication and Written communication majorly take place via use of
communication technologies like phones, tv, radio, emails etc. any technical fault may hamper effective
communication.
Social Barriers – A person`s ability to communicate also depends upon his status in the society, family
background, designation, social class etc. People who are status conscious many times develop a
superiority complex and prefer to communicate with people belonging to their social
class and refrain from communicating with people they feel are inferior.
Wrong Assumptions – It is always a good practice to understand the complete picture before falling into
conclusions. Particularly when it comes to a business scenario, assuming things many a times spoils the
complete plan.
Noise – It refers to any interference that prevents sound signals from reaching the receiver properly. It
may be noise due to machines in a factory, or distortion in TV, Radio or Telephone signals that hamper
oral communication.
Lack of Planning – An unplanned, unstructured message, delivered at an inappropriate time hampers
effective communication.
Selective Perception – When the receiver selectively sees and hears information according to his own
needs, background, expectations, motivation, experience etc. and filters out information depending upon
his own interests it is known as selective perception.
Information Overload – When people are loaded with too much information, they are bound to make
errors. Too much information may bore or frustrate a reader leading to misunderstanding and improper
feedback.
Poor listening and retention – Poor retention or listening on the part of the receiver, spoils the very
essence of communication. The receiver lacking these skills loose interest very easily and retain
incomplete information.
Conflicts in terms of understanding –Common goals are generally split into simpler ones so each
Department can be assigned tasks relevant to them. When the split up goals are unclear and are divergent
to the common goal, conflict in interest is caused. This results in communication breakdown.
Change Management and time gaps – Different people accommodate to changes in different ways. The
time period taken to accommodate any type of change also differs from one person to another. Any
communication that happens during the change management sequence may not be well received by all
concerned creating communication breakdowns. This time gap acts as one of the major barriers to
effective communication in business scenario.
Transmission loss of communication – The general tendency of communication is to lose the original
essence as it passes many ears and mail boxes. The more the transmission happens, the more diluted the
communication becomes. Frequency of transmission thus acts as one of the major barrier to effective
communication.
Offensive Style – An offensive style of speaking makes the receiver defensive or impatient and may lead
to poor relations between the communicating parties.
Filtering – If the sender manipulates the information communicated in a way that it seems favorable to
the receiver, it is termed as filtering. In order to impress the superiors, employees may ignore or choose to
omit some valuable information which leads to ineffective communication.
Overcoming communication barriers
Communication barriers stop people from developing their current skill sets as well as acquiring new skill
sets. Some easy ways to overcome communication barriers are given below which can be consciously
practiced on a day to day business scenario.
1. Use Simple Language: Simple and clear words should be used while communicating. Use of
ambiguous words and jargon should be avoided.
2. Eliminate differences in perception: The business organizations should ensure that it is recruiting the
right individuals on the job. It is the responsibility of the interviewer to ensure that the interviewee has
command over the written and spoken language. Proper training should be given to employees.
3. Active Listening: Always listen attentively and carefully. Active listening means hearing with proper
understanding of the message that is heard. The speaker must ensure by asking question that whether
his/her message is understood or not by the receiver in the same terms as intended by the speaker.
4. Avoid Information Overload: The managers must know how to prioritize their work. Never overload
yourself with the work. The managers should spend quality time with their subordinates and should also
listen to their problems and feed backs actively.
5. Reduce and eliminate of noise levels: The main communication barrier is noise, which must be
overcome on priority basis. Therefore, it is essential to identify the source of noise and then eliminate that
source.
6. Emotional State: While communicating, one should make effective use of body language. You should
not show your emotions while communication as the receiver might misinterpret the message being
delivered.
7. Proper Media Selection: The managers should properly select the medium of communication. Oral
communication is preferred for conveying simple messages. Written communication should be
encouraged for delivering complex messages. And for significant messages, reminders can be given by
using written means of communication such as notices.
8. Simple Organizational Structure: The organizational structure should not be complex, and the
number of hierarchical levels should be optimum. If the organizational structure is simple, then
communication will be more effective.
9. Flexibility in meeting the targets: The managers should ensure that the individuals are meeting their
targets timely without skipping the formal channels of communication for effective communication in an
organization. Employees should not be much pressurized to meet their targets.
10. Give Constructive Feedback: Don't give negative feedback. If the contents of the feedback is
negative, then deliver it constructively. This will lead to effective communication between the superior
and subordinate.

Articulation of Thoughts

Articulation of thoughts is the ability to express our ideas, opinions, and feelings in a clear and
coherent manner. It means using language that is appropriate for the audience and the context. It
involves organizing our thoughts, choosing the right words, and structuring sentences and
paragraphs in a logical and effective way.

Increasing Fluency in Speaking

Fluency in speaking is a crucial aspect of effective communication, both in personal and

professional settings. There are many reasons of lack of fluency such as anxiety, lack of practice,
or limited vocabulary. However, there are several ways to improve fluency in speaking, which
can enhance confidence and communication skills.
Regular Speaking Practice
One of the best ways to improve fluency in speaking is to practice speaking regularly. It helps in
increasing confidence. It is essential to speak in a variety of settings, such as in front of groups,
with friends or family, or with colleagues. Additionally, practicing speaking in different
scenarios, such as making a presentation, having a debate, or giving a speech, can help to
develop fluency in various contexts.

Building Vocabulary
Another way to improve fluency in speaking is to build vocabulary. Excellent vocabulary can
help the speaker in expressing himself more clearly and accurately. New words and phrases can
be learned by reading, listening to speakers & podcasts, and engaging in conversations with
people from different backgrounds and cultures. It is also necessary to practice using new
vocabulary in the conversations and presentations to build confidence and improve fluency.

Listening to Native Speakers

Listening to native speakers and mimicking their speaking patterns is also an effective way to
improve fluency in speaking. Listening to native speakers can help in learning the correct
pronunciation, intonation, and rhythm of the language. Additionally, listening to different
accents can help in understanding different styles of speaking and improve overall
comprehension.

Avoiding fear of Making Mistakes

Making mistakes is a natural part of the language learning process. Don't be afraid to make
mistakes when speaking, as this is an important step towards improving fluency.

Recording &Listening

To improve speaking, the speaker should record himself speaking. He can capture an actual
presentation at work or simply speak for several minutes and identify areas of improvement,
such as sharpening pronunciation and eliminating filler words. One can search celebrities, artists,
professionals or native speakers and listen to their speeches. Imitate their rhythm, tone and
volume to help improve speaking abilities.

(LRRC):

● Listen – start by listening to a sentence in English

● Repeat – pause the audio and repeat a sentence or phrase
● Record – while repeating the words or sentences, record yourself
● Compare – this is the last part of this method. Listen to the original audio, then listen to your
recording and compare the two.
Appropriate Rate (Speed) of Speech

Strong articulation involves knowing how to use the appropriate rate of speech. Speaking too
quickly can make it difficult for people to understand, while speaking too slowly may imply that
the speaker is not confident or knowledgeable. On the hand, fast rate can show passion and
urgency, while talking slower can show seriousness and help to emphasize a point. The speaker
can use record his speech to measure the rate of speech and can make a conscious effort to either
speed up or slow down to make it engaging for the audience and comfortable.

Eliminate Unnecessary Words

Filler words, such as "um," "like" and "okay" do not add substance and may distract the listeners.
Using streamlined, precise speech patterns can suggest confidence and help the audience
understand better and stay interested in the ideas.

USE Pauses Effectively

Breaks in speech can be strategic ways to emphasize certain points and allow the speaker to
organize thoughts before speaking. Pause during a speech, gives the audience time to think about
the last statement. It denotes the seriousness or importance of the subject. The Speaker should
take a few seconds to collect the thoughts before responding to a comment or question. It can
help to provide a more articulate, focused thoughtful, appropriate response.

Right Volume

To improve fluency, it's important to speak at a volume that is comfortable for both the speaker
and the audience. Speaking too softly or too loudly can make it difficult for listeners to
understand. The right volume for fluency of speaking depends on the situation and context.
Generally, it's important to speak loud enough so that the audience can hear clearly, but not so
loud that it seems shouting or causing discomfort. While speaking in a noisy environment or in a
large group, it is necessary to speak louder to be heard. On the other hand, in a quiet setting,
lower volume is required. Some cultures may prefer a louder speaking style, while others may
prefer a softer or more reserved speaking style. It's always a good idea to observe others and
adjust volume accordingly.

Learn Common Phrases and Expressions

Memorizing common phrases and expressions can help to feel more comfortable speaking in
everyday situations. A phrasebooks or online resources can help to learn.
Practicing Mindfulness
Practicing mindfulness and managing anxiety can also help improve fluency in speaking.
Anxiety can make it challenging to speak confidently and fluently, leading to pauses,
stammering, or other communication challenges. Mindfulness methods, like deep breathing,
meditation, and visualization, can help manage anxiety and increase confidence.

Seeking Feedback
Seeking feedback and constructive criticism can help to identify areas for improvement and fine-
tune speaking skills. Feedback from friends, colleagues, or language tutors can help to identify
areas for improvement and help us in knowing our strengths and weaknesses.

In conclusion, improving fluency in speaking takes time, practice, and dedication. By practicing
regularly, building your vocabulary, listening to native speakers, managing anxiety, and seeking
feedback, you can enhance your fluency and become a more confident and effective
communicator. With these strategies, you can overcome challenges, overcome barriers, and
improve your communication skills in both personal and professional settings.

Assertiveness

Assertiveness is the ability to express our thoughts, feelings, and beliefs in a clear, confident, and
direct manner, while also respecting the rights and feelings of others. It involves standing up for
ourselves and communicating our needs and boundaries without being aggressive, passive, or
manipulative. Assertive communication can help to build better relationships, reduce conflicts,
and increase self-esteem and confidence.

Assertiveness in speaking is a valuable skill that can help in communicating our needs, opinions,
and boundaries effectively while maintaining respect for others. Here are some ways to develop
assertiveness in speaking:

Understanding Assertiveness
We need to understand that assertiveness is an interpersonal skill in which we demonstrate our
confidence to stand up for ourselves but we respect the rights of others. We are neither passive nor
aggressive, but direct and honest. We don't expect other people to know what we want, so we speak
up to ask for what we need calmly and with confidence.
Practicing Speaking Up

We should start by practicing speaking up in small situations, such as expressing opinion in a

group discussion or asking a question in a meeting. Gradually he can gradually take on bigger
challenges.

Using "I" statements: Use "I" statements to express how our feeling about a situation, rather
than blaming others. For example, say "I feel frustrated when..." instead of "You always make
me angry when...". Phrases or statements like "You never... " or "You always.... " trigger other
people, leaving them frustrated, and they shut down conversation. "I" statements allow us to be
confident and assertive without alienating and eliminating other people.

Be Clear and Concise: Speak clearly and concisely to ensure that our message is understood.
Avoid rambling or going off on tangents that could confuse our listener. While practicing
assertiveness, it's important to speak in a way that doesn't imply accusations or make the other
person feel guilty. Speaking truth with honesty shouldn't mean making others feel wrong. We
should be simple, direct, and concise, and state what we know to be true. Requests should be
kept free of meandering or long-winded explanations.

Focus on Body Language: Your body language can convey confidence and assertiveness, so
stand up straight, make eye contact, and use gestures to emphasize our points.

Practice Active Listening: When we listen actively to others, we show respect for their opinions
and ideas. Repeating what they say in our own words can ensure that we understand their
message. This can help us to communicate more effectively and build stronger relationships.

Learn to say "no": Assertiveness involves setting boundaries and saying "no" when necessary.
Practice saying "no" politely but firmly to requests that do not align with our values or priorities.

Seek Feedback: Ask for feedback from trusted friends or colleagues on how we can improve
our assertiveness skills. Use their feedback to make changes and continue to grow.

Knowing our Values and Priorities: Knowing our values and priorities can help us to speak up
for what we believe in. When we have a clear sense of what is important to us, it becomes easier
to communicate that to others.

Set clear boundaries: Setting boundaries can help you to communicate your needs and
expectations in a respectful way. Be clear about what you are comfortable with and what you are
not, and be willing to enforce those boundaries if necessary.
Appropriate Communication Style
Appropriate, communication style is important for assertiveness. It should be respectful. We should
pay attention to our body language, as well as, the words you say, and make sure to remain
harmonious in words, body language, and tone. We should never expect people to read your mind; if
we want something, say so, and if something bothers you, speak up. Look confident when making a
request or stating a preference. Stand up straight, lean in a bit, smile or keep a neutral facial
expression, and look the person in the eye.

Understand and accept differences.

Assertiveness doesn't mean being dismissive of other people's points of view. Just as we states his
own opinion, he works to understand other points of view. We shouldn’t allow differences to upset
or make angry; remember that differences don't necessarily mean that we is right and the other
person is wrong. We should listen respectfully and try to understand their point of view without
interrupting when they are speaking.

Staying Calm
Being assertive might make us feel excited, but excitement can sometimes come across as
aggression. We should learn to stay cool and calm when expressing ourselves. It will make us more
confident and allow the other person to relax. We should breathe normally and be mindful of body
language and eye contact. Calm mind, calm speech, calm action--it not only gives us confidence,
but allows the other person to remain composed as well.

Setting Boundaries
Setting boundaries is an important part of developing assertiveness. Boundaries are guidelines or
limits that we set for ourselves and others. Boundaries are essential aspect of self-respect and
self-care and help us define what we can and what we cannot tolerate. We should identifying our
values and priorities about clearly communicate about what is important in our life, such as our
health, relationships, career, and personal goals, as well as, our limits.

We should remember, assertiveness is not about being aggressive or confrontational. It is about

communicating our needs and opinions in a clear and respectful way, while also being open to
others' perspectives. Like any skill, assertiveness takes practice to develop. We can look for
opportunities to practice assertive communication, whether it's at work, in our personal
relationships, or in social situations. With practice and persistence, we can develop assertiveness
skills and become a more effective communicator.

Interpersonal Communication

Interpersonal communication is the process of exchange of information, ideas and feelings

between two or more people through verbal or non-verbal methods.
It often includes face-to-face exchange of information, in a form of voice, facial expressions,
body language and gestures. The level of we ’s interpersonal communication skills is measured
through the effectiveness of transferring messages to others.

Persuasion
Persuasion is the process of convincing someone else to carry out an action or agree with an idea.
In the workplace, you may use persuasion to sell products, recruit team members and increase
productivity. Persuasion can be done through verbal or written communication using logical
reasoning, data analysis and verifiable facts to prove that your point of view is feasible and has
merit.

Three types of Persuasion

The use of logic, ethics and emotion are three natural ways to persuade a listener or an audience.
It is important to cultivate a good understanding of these aspects to be able to persuade
effectively:

Logic

When your arguments are based on logic and rationale, supported by relevant data, testimonials
and evidence, it is considered a logical type of persuasion. Support your argument with facts,
evidence, historical data and logical reasoning. When you use logic as a mode of persuasion,
convey it in a way that makes sense to your listener. Try to enable them to see through your
logical framework, instead of criticising their perspective or the logic that they may have applied.

Ethics

If you are trusted by someone, you may be able to persuade them with ease. That is why
improving your credibility is so important. Your qualifications, experiences and reputation can
contribute to your credibility. In many instances, you may have to convince the listener that you
are motivated by a cause and not by personal gain. It may take years to build and maintain your
credibility. Remember that any impulsive actions or irresponsible behaviour can harm your
reputation quickly.

Emotion

When you sway listeners and persuade them by appealing to their feelings, it is called persuasion
by emotion. While persuading using emotion, it is important to refrain from unethical
manipulation. During emotional persuasion, the persuader needs to take ownership and
responsibility for the outcomes. Hence, it is good practice to pre-visualise these aspects and
consider all outcomes before proceeding. Some avenues where emotional persuasion is used are
political campaigns, fundraisers and religious congregations.

How to improve persuasion skills

To be an effective persuader, you can enhance and master the skills mentioned above. This may
require time and practice. Here are some ways in which you can improve your persuasion skills:

1. Develop communication skills

Speaking with intent and confidence can help you persuade others effectively. Speak clearly to
avoid confusion, and only use non-verbal gestures that the other person can understand easily.
Use vocabulary that is simple and positive. Focus on building credibility, rather than intimidating
listeners.

While sharing ideas, be engaging and use a tone that appeals to the listener. List the positive
features of your idea and refrain from demeaning theirs. For example, if you are selling a product,
talk extensively about how your product is better and sparingly about the shortcomings of the
product they already own. Honouring and respecting a customer's purchasing decisions can help
build trust.
2. Build emotional intelligence

When you are trying to persuade someone, evaluate their feelings and emotions before you speak.
With enough practice, you can respond to situations appropriately and customize your persuasion
tactics according to the specific situation you are in. While some individuals may appreciate a
matter-of-fact attitude and concise arguments, this need not always be the case. Some may
demand a detailed explanation and may expect you to be more empathetic.

With emotional intelligence, you can gauge a person's mood and willingness to be persuaded and
tailor your arguments accordingly. For example, as a manager, you may choose a reassuring tone
to communicate with a nervous employee and a firm, rational tone with someone who is
engaging in conflict after receiving constructive feedback. As you build emotional intelligence,
you can be confident that you do not sound intimidating or patronising to either of them.

3. Listen actively

Active listening involves being more respectful and attentive to a listener's point of view. To
improve this skill, it is important to develop patience and listen to the concerns of a person
without interrupting them. Give people enough time to talk about their perspectives and allow
them to share their thoughts in a comprehensive, detailed manner. This can help make them
comfortable in the conversation and can help you gain their trust. Once you establish trust, it
often becomes significantly easier to persuade.

4. Use logic and reason to support your arguments

You can rely on logic, rational thought and verifiable facts in your argument to compel listeners
to subscribe to your idea or viewpoint. Gather comprehensive data and allow the other person
enough time to examine the data, interpret it and come to conclusions. Share examples and your
analysis of similar situations that have happened in the past. For example, if you want to
convince your manager about shifting to a new CRM (customer relationship management) tool,
talk about its benefits in terms of financial, temporal and labour costs. Consider sharing
testimonials and reviews from credible sources.

5. Improve your interpersonal skills

Interpersonal skills are your ability to interact and maintain meaningful relationships with others.
They are crucial for managers and leaders who have to constantly engage with people from
various departments and with others outside the organization. To improve your interpersonal
skills, you can try to be genuine, behave naturally and be charismatic. The people you interact
with may notice if your behavior is unnatural or forced. This reduces your credibility and your
chances of being able to persuade them.
 6. Master the art of negotiation

To convince people to do something, it is important to be able to show them the benefits of

engaging in the actions that you are recommending. If the benefits match their expectations, your
persuasion is more likely to work. To improve negotiation skills, try to gauge an individual's
expectations and assess their motivation, intent and rationale for it. You can then make genuine,
visible efforts to see if you or another invested party can meet their expectations.

Consider creating a list of all that you can offer, as well as your limitations. Once you have
identified limitations, both parties can start working on a compromise. By compromising a little
yourself, you can persuade the other party to reciprocate. Instead of making huge compromises
in one round, try to maintain leverage while negotiating. Be prepared for multiple rounds of
negotiation until you reach an arrangement that is beneficial for all parties.

NONVERBAL COMMUNICATION

Nonverbal communication is all communication that is not spoken or written. Nonverbal

communication has a great impact and influence on the receiver’s decoding or interpretation of
any message.

Types of nonverbal communication

1. Body Movement (body language) The study of body movement is known as kinesics and it
deals with all the ways people use their bodies to communicate or enhance their verbal
communication. Body movement includes posture, gestures, facial expressions, and eye
contact.
Posture—the way you position and move your body—can communicate a great deal about you. For
example, leaning toward or leaning away from someone in conversation can convey your
degree of interest, attentiveness, or involvement. Turning your back or standing to leave can
convey a lack of interest or signal the end to the conversation.
Gestures are any movement of the hands, fingers, or arms. Open arms can signify honesty and
openness. Facial expressions are the arrangement of facial muscles to communicate
messages. They include the mouth, cheeks, eyes, eyelids, eyebrows, forehead, nose, and
chin. The face is probably the most observed part of the body when we communicate with
others, and this is not without reason. Our face usually communicates our internal, emotional
experience.
Eye contact can also communicate several different types of messages. Direct eye contact in our
culture can communicate involvement, intimidation, and intimacy. A diverted or downcast
gaze communicates a different message. Our eyes can also communicate dominance and
submission. We can “stare someone down” with a prolonged gaze that is not returned by the
 other person, or we can avoid or break eye contact when talking with a superior, such as a
boss or supervisor.
2. Paralanguage Paralanguage is how we speak. Paralanguage includes pitch, volume, rate,
and quality.
Pitch refers to the highness or lowness of our voice. The pitch of our voice is primarily determined
by the physical length and thickness of our vocal chords, but it can rise if we are frightened,
anxious, or excited, and it can lower if we are attempting to sound more powerful or
authoritative.
Volume refers to the relative softness or loudness of our voice. We often speak in a characteristic
volume; some individuals talk loudly, whereas others talk in almost a whisper. We can also
adjust our volume to meet the requirements of the communication setting we are in. In a
noisy, crowded room we raise our volume and speak above the other voices, whereas during
a movie or quiet dinner we lower our voice.
Rate is how fast or slow we speak. People tend to have their own personal rate of speech. Some
speak fast, others slow. We tend to increase our rate of speech when we’re excited,
frightened, or nervous, and we tend to decrease our rate of speech when we’re uncertain,
thoughtful, and sad. Quality refers to the overall sound of our voice. Each human voice has a
distinctive tone. The quality of our voice may be characterized as soothing, harsh, strident, or
calm. We each have a distinctive quality to the way we sound. Can you recall your mother’s
voice? Your father’s voice? Your best friend’s voice? Often, when answering the telephone,
we immediately recognize the caller by his or her voice quality.

3. Personal Presentation
Our clothing is one of the most obvious and public displays of who we are and what we want to
communicate to others. The primary consideration is popularity, attractiveness, and status.
We can create a variety of public images simply by the clothing we wear.
Our grooming can also reflect and communicate messages to the world. The length and style of our
hair, bathing routines, makeup, cologne and perfume, finger and toenail painting (even for
men these days), and many other grooming habits communicate a great deal about who we
are and how we want to be perceived.
Touching is the most intimate form of nonverbal communication behaviour. Touching behaviour, or
haptics, as it is called by social scientists, includes all behaviour that involves the skin.
Primarily, touching behaviour deals with our hands and how we use them to communicate.
4. Proxemics Proxemics, the study of our use of space, and was first introduced by
anthropologist Edward Hall in his book The Hidden Dimension. By observing conversations
between people, Hall discovered that our personal space could be broken down into four
zones or distances:
✦ Intimate distance (0 to 18 inches) is reserved for intimate activities include making love, holding
intimate or confidential conversations, hugging, kissing, and snuggling. This is often referred
to as our “personal bubble.” Only our most intimate relationships are permitted into this
 area. If an uninvited person invades our personal bubble, whether it’s a stranger sitting next
to us on an empty bench or a person getting too close for comfort during a conversation, we
usually move away slightly to maintain our intimate distance.
✦ Personal distance (18 inches to 4 feet) is used for most conversations with family, friends, and
most acquaintances.
✦ Social distance (4 to 12 feet) is the distance we feel most comfortable with transacting business,
sitting during committee meetings, and interacting with the hotel clerk, the supermarket
cashier, or the police officer giving us a ticket.
✦ Public distance (12 to 25 feet) is used for public ceremonies, speeches, large group meetings,
and class lectures. If the distance between people is greater than 25 feet, communication is
often limited to shouting and exaggerated nonverbal gestures. The distance of your personal
space changes depending on the setting, the people involved, and how you are feeling at the
moment. Cultural factors also play an important role in determining proxemic distancing and
personal comfort.
5. Sign language Sign language is a form of non-verbal communication commonly used for
the hearing impaired. It involves the use of hands to make symbolic gestures which have
specific meanings. Sign language is taught in formal learning institutions for communication
with the hearing impaired such as the use of braille.