Module-2

Communication Skills for Freelancers

Lesson-129 :
BASICS OF COMMUNICATION: What are Communication Skills?
Communication skills are the abilities that we use when giving and receiving different kinds
of information.
Whether we realize it or not, we communicate all the time. Either we are having a chat with
the family, using an app to call a cab, attend a meeting, respond to emails, have a video
conference, or order lunch. So, communication is the act of transmitting a message, opinion,
information, instructions, or feedback, we say something to someone pretty much every
waking moment and that is part of our daily communication. Keeping the current life in view,
the number of platforms (mobile applications), and devices we use in our day-to-day lives,
most of us are pretty good communicators.
Communication skills are an important life skill that allows you to communicate effectively.
It enables us to pass information to other people and to understand what others have to say. It
involves listening, speaking, writing, and observing. In practice, communication may be a
combination of several of these.
You must be thinking how can words distinguish between conversation and communication?
Let’s learn about the difference.
Difference between Conversation and Communication.

People might consider that the ability to converse is the same as being able to communicate
but telling something is not equivalent to talking. Before we dive into the differences let’s
explore the terms.

Communication is what happens when one party carries a well-curated message and makes
sure it’s delivered to the desired party in an intended manner.
The conversation is chatter, it’s the verbal exchange of words that are not necessarily well
thought of. It can be casual.

There are multiple differences between the two that we are going to discuss further.

One/Two-way affair
The first and foremost difference between communication and conversation is that
conversation is a two-way concern while communication can be a one-way affair. It doesn't
need to be a one-way affair, but in some cases, it may be just a one-way affair.

What makes a conversation a conversation is that it happens between two parties. One person
speaks and the other person responds to what was just said.

Communication is all about conveyance. Irrespective of the other party’s response, it may
occur to make sure that the intended message is delivered and understood by the relevant
party. It is not obligatory for the other party to reciprocate.

Means of communication or conversation.

Another difference between conversation and communication takes place when it comes to
the means through which they happen.

It may be verbal or via text, a conversation always warrants an understanding of language. It

cannot take place unless both parties not just understand a particular language but are also
able to speak in it.

On the other hand, the means of communication are somewhat more in number. One can
communicate via a conversation, through text, email, recorded videos, actions, movements,
even facial expressions.

The act of communication doesn’t have to involve both parties knowing a particular common
language to ground their interaction on.

Purpose

Communication and conversation may also differ in their purposes. Communication involves
intention and action planning. It involves organization and planning of thought. Words are
said with a purpose.

For example, when a salesman tries to talk to a customer, they’re not just conversing. They’re
conversing with a purpose. He intends to sell the product, so he tries to communicate to the
client about how it would be worthwhile for them to purchase it.

All their conversations are done for a very legitimate act of business. Selling and buying.

Meanwhile, a conversation may take place with no particular purpose. It can be a mindless
casual affair between two people.
Example: If you bumped into a neighbor at the mall and made small talk.

A conversation may or may not have a well-defined conclusion.

Example: You could debate with your friend about which movie is the best for hours and still
have different opinions at the end of it and you might agree to disagree.

You might leave it hanging in the air.

A conversationalist enters a debate with ears (and mouth) wide open, clearly identifying and
discussing the “means” but often failing to bring to fruition an “end.”

When you’re trying to communicate though, one of the most important things to keep in mind
is that the process of communication always ties an end to itself. There is a well-defined
conclusion that’s reached at the end. It mostly happens when the message is received.

Process

Conversations take place spontaneously like at coffee shops, commute, or other public places.
Communication, on the other hand, is a process. It’s not a spontaneous act. Of course,
experienced communicators can make it happen spontaneously but we’re talking generally
here.

The conversation is an exchange of words, while communication is the transformation of

thoughts and words into meaningful action. The conversation typically involves what you
wish to share with another while communication focuses more on what you wish to
accomplish.

Principles of Effective communication:

There are 7 Cs of communication that we apply in both written as well as oral

communication. These are as follows:

Clear Be clear about the purpose of your message and avoid complex words.
Concise Keep your message clear, short, simple, and to the point.
Concrete Be specific in your message to cover the useful details but not too much to
confuse.
Correct Make sure your message is correct with the right level of language and
avoid mistakes.
Coherent Your message should be logical with a good flow of words.
Complete An effective message should contain all that is needed to understand.
 Courteous Your message should be polite and professional.

(Closing words)

A conversationalist might know their way around words, but a good communicator knows the
distinctions of the silences between them. And they’re equally important.

A conversationalist will have interesting things to say and the ability to drive a conversation
forward by blabbering, but an effective communicator will take notice of the momentary gaps
of pondering and let the other party have some reflective space which is an essential part of
communication.
Lesson-130: Basics of Communication: Significance of Communication Skills
Basics of Communication: Significance of communication skills
Having strong communication skills helps in all aspects of life – from professional life to
personal life and everything that falls in between. Good communication skills are essential to
allow others and yourself to understand information more accurately and quickly. So, it plays
a great role in all aspects of life.
Although the type of communication may change along with the different phases of life, the
importance of communication skills remains the same. Whether you are dealing in your
personal life or professional life, effective communication gives you confidence and
eliminates the chances of misunderstanding and thus frustration. According to a survey
conducted by LinkedIn in the United States, communication is on the top of the list for most
sought-after (required) soft skills among employers. As a professional person, one needs to
be able to communicate effectively to manage his day-to-day work life. Nevertheless, it is
also important for daily life.

Importance of Communication Skills in Importance of Communication Skills for

daily Life Professionals

It will be easy for you to make and keep It helps you do your job well. Good
friends. communication skills have a direct impact
on how well you perform.
You will have a good relationship with your Develop yourself as a leader in the
spouse, kids, family members, and friends. workplace which will bring in opportunities
to grow and move up.
Your daily functioning will be at its ideal Build good relations and companionship
best. with all your fellow employees.
Your daily chores and errands will also Helps you have respect from your
happen at their optimal best. colleagues and even your bosses
You will have less stress because poor Improved body language.
communication also leads to a lot of mental
stress.
Zero to minimal professional life stress as
you will be doing well.

Keeping our focus on communication skills in professional life, let’s acknowledge the
importance of communication skills in professional life decisions in different ways.
1. IMPROVE PRODUCTIVITY AND HIGH PERFORMANCE:
As a professional or a learner, when you communicate your ideas and thoughts clearly
and comprehensively, it helps you become more productive in implementation and
enables you to deliver high performance. For Example, in a workplace, a manager is
 more likely to achieve better outcomes if he communicates his plans quarterly in an
effective manner. With complete understanding, teams can drive excellence at work.

2. ENHANCE CONFIDENCE TO SEEK OPPORTUNITIES

When workers or employees communicate better in a workplace, they can have better
opportunities with a good impact. Like, in a conference room, if there are 10 people
and one person among them commands everyone’s attention, this is because of his
communication skills. However, having confidence is a key to communicating. The
benefits of communication skills are incomplete without confidence as this example
shows. If the command is delivered with low confidence, it might not impact as it
needs. But in the mix of confidence and communication skills, you can achieve the
intended goal.
3. HELP TO ACHIEVE IMPROVED RESULTS
Another importance of communication skills is that they lead to improved results.
This happens because communication skills ensure that everyone’s on the same page
about a project detail including what, why, when, and how of a project. In case, a
senior executive is assigning duties within teams communicating his expectations and
goal setting, he needs to do so clearly so that every person involved knows what he’s
supposed to do. This type of collaboration can lead to optimal results for an
organization. This enriches the culture of the organization leaving meaningful
relationships.
4. ENABLE TO TACKLE CHALLENGING SITUATIONS
A difficult situation may happen unexpectedly so people should have the capacity to
tackle the unanticipated situations by communicating with others to work as a group
and find solutions. The importance of communication skills in the workplace is that
they can help manage challenges and setbacks. For example, if a team member lags in
his work efficiency due to some personal circumstances. His inefficiency or lagging
can be somehow handled with effective communication skills. Managers can prepare
themselves with the ability to defuse any situation.
5. EFFECTIVE DECISION MAKING AND PROBLEM-SOLVING
In professional situations, what gets things done is effective decision-making. Being a
member of a professional organization, everyone should be able to make decisions
with critical thinking and a problem-solving mindset. Communication helps people to
listen to others, build a relationship and have relevant information that helps them to
make effective decisions.

(Final Words)
The importance of communication skills in personal life as well as in professional life helps
people to realize their goals and to achieve those ambitions. Every organization or institution
needs people with excellent communication skills. Having these qualities in the resource
persons of an organization is something that makes the business a success.
Lesson-131: Basics of Communication: Types of Communication
Basics of Communication: Types of communication
When we say the word ‘communication’ the first thing that arrives in mind is a verbal way of
communication as we speak to communicate with others. Well, communication is not limited
to speaking with someone. It is a process that involves some elements like understanding,
sharing, and meaning. Let’s talk about the forms of communication.
There are five main types of communication.
1. Verbal Communication
2. Non-verbal-Communication
3. Written Communication
4. Listening
5. Visual Communication
VERBAL COMMUNICATION
Verbal communication happens when we use spoken words to communicate with others. It
can be face-to-face, over the telephone, via skype, zoom, etc. In daily life, mostly our verbal
communication is informal like chatting with friends over coffee or in the office kitchen, or
on a phone call while others are more formal like scheduling a meeting at work. Whether we
make an informal or formal communication, it is not only about the words we use but also the
caliber and complexity of those words. It is important how we twine the words of our
message to make it more impactful. Our tempo, pitch, and tone also matter when we speak.
When verbal communication occurs face-to-face, non-verbal communication cannot be
separated from words. (now What is Non-verbal communication?)
NON-VERBAL COMMUNICATION
Other than words, what we use or do while communicating is part of non-verbal
communication. Non-verbal communication includes facial expressions, posture, eye contact,
hand movements, body language, and touch. For example, if you are engaged in a
conversation with your boss about an idea, it is important to pay attention to both his words
and his non-verbal communication. He might be agreeing with your idea verbally, but his
non-verbal cues may contradict his words if he avoids eye contact, sighs with a creased
forehead, etc. These cues indicate something else.
When you become aware of what the rest of you is doing as you speak, you can make
corrections and eventually use all the right non-verbal cues to convey your point. So, what we
actually say in our verbal communication is half the battle, the rest lies in what isn’t said and
that is your non-verbal way of communication.
WRITTEN COMMUNICATION
Written communication is also a form of verbal communication but is different from spoken
verbal communication. In the current era, we have a lot of channels through which we do
communicate in written form. Whether we use email, a memo, Facebook post, a tweet, a
contract, etc. all the forms of written communication intend to disseminate information.
Written communication must contain the principles of communication like clear and concise,
otherwise, it is more likely to fail in achieving the primary goal.
During written communication, poor writing skills may lead to confusion and embarrassment.
In this digital age, when we leave a written message, it lives on, remains where we have left
it. So, we must be careful about two things while written communication.
1. Well-written: your message should be well written. Poorly constructed sentences and
careless errors make you look bad in your communication.
2. Objective oriented: Make sure the content of the message is based on what you want
to promote or achieve in response to that message.
With written communication, it is also important to know your audience, your purpose, and
how to maintain consistency throughout your written message.
LISTENING
Listening is an essential part of communication even it doesn’t make its way onto the list of
communication. However, to become a good communicator, you must master the art of
listening. Active listening is an important type of communication because if you cannot listen
to the other person who’s communicating with you, you cannot effectively engage with him.
Listening doesn’t only mean hearing or waiting for your turn to speak. Listening means, you
should actively listen, engage your mind, and intently focus on what the other person is
saying. Suppose a negotiation, you need to assess what the other party wants, so you cannot
get into a negotiation unless you listen to the other party’s agenda. So, listening is an
important type of communication that enables you to become a good communicator.
VISUAL COMMUNICATION
Visual communication may sound weird to you, but it is an important form of communication
that complements the other types of communication. We live in a visual society. We watch
television, see memes on Facebook, videos, images, etc. Instagram and Pinterest are
primarily image-based platforms and advertisers use different types of images to sell their
products and ideas on these social media platforms.
What if we post one of our pictures on social media, it must be meant to convey a message
that may be ‘look at me, I’m visiting Dubai or I’ve achieved this award’, etc.
(Final words)
We communicate continually throughout each day. We do this communication
spontaneously. Still, I suggest you evaluate your communication. Think about how you
communicate verbally, how you use non-verbal cues when you become nervous or excited, or
if you are a good listener. Assess yourself for your written communication skills, either you
can compose a clear, concise, and articulated message? If not, what are the barriers to how
you communicate effectively?
This evaluation and understanding of your existing communication skills is the first step
towards more effective communication. Once you understand the importance of
communication skills, you’ll be more interested in learning from this course. Effective
communication skills enable you to have smooth working relationships whether you pursue
freelancing, entrepreneurship, or traditional work as a career.
Lesson-132: Basics of Communication: Why do We Need Effective Communication?
Basics of Communication: Why do we need effective communication?

What is effective communication?

Effective communication means having the ability to listen attentively and to convey
information efficiently. Communicating effectively ensures that your ideas and concepts are
being heard and people are acting upon them. It also portrays that you can listen, understand,
and act on what other people say. If you use effective communication in life, it brings
improvement to your soft skills and has a positive impact on your career and relationships.
In a negotiation, all the parties involved feel satisfied and accomplished when experience
effective communication. On the contrary, if we leave unclear messages, there happens to be
room for misunderstanding or alteration of messages which increases the chances of a
conflict. Similarly, in case of any issues, effective communication is an important factor in
getting the issues resolved respectfully so, it is an important skill for everyone’s personal and
professional life. At each step of life, you’ll need to communicate effectively to move ahead.
Why do we need effective communication in life?
1. To build and Maintain Relationships:
The quality of communication impacts professional life in building and maintaining
relationships. In any organization, effective communication brings all of its members
together to achieve the desired outcomes. It enhances productivity and fosters growth
by creating a positive working environment.

2. To build Trust:
One of the best ways to build trust is through effective communication. It encourages
trust-building. If you are an effective communicator, you’ll have the ability to listen to
others and make decisions in the best of interest which helps you gain the trust of
others. Listening to others, offering feedback, or replying to an email validates mutual
respect and helps people feel heard.

3. To make yourself more of a listener:

When you improve your communication to make it more effective, it helps you listen
more to others. It is an important part of effective communication as we have
discussed in our earlier topic.
The Greek Philosopher, Epictetus said.
“We have 2 ears and one mouth so that we can listen twice as much as we speak”
In our everyday experience, we usually talk more and listen less. However, for an
effective communicator, listening is as much important as talking in two-way
communication. Effective communication helps you become a good listener.
4. To build understanding with the audience:
When you communicate effectively it helps you capture the attention of your
audience. It gets your message across, and you make sure that your audience
understands the ideas that you are trying to convey. Altering your communication to
suit your audience in a situation makes it more effective. Effective communicators
spare a thought for listeners before they decide what they want to say.

5. To have encouragement for innovation:

When you exercise effective communication, it enables you to be creative and be able
to think out of the box. Unorthodox thinking encourages you to be innovative in your
work and professional life.

6. To improve decision making:

In professional life, effective communication allows you to have goal-oriented
discussions with relevant persons. These discussions lead you to make the right
decision regarding your work and reduce the chances of poor work execution.

7. To avoid conflict:
Effective communication is substantially essential for your personal life as well as
professional life. Whether it is your colleague or spouse, effective communication can
be a lifesaver for relationships. Conflicts are natural when people with different
perspectives live or work together, and effective communication is something that can
resolve those conflicts respectfully.

(Final words)
Well, keeping the discussed points in mind we can say that effective communication
leads to productivity and growth in both personal and professional life.
Lesson-133: Basics of Communication: Etiquettes of Communication
Basics of Communication: etiquettes of communication
A person’s etiquettes reflect what kind of a person is he. If you use good manners and be
courteous, it would be obvious for anyone to know that you are a courteous and well-
mannered person.
Emily Post, an American author, novelist, and socialite once said.
"Good manners reflect something from inside - an innate sense of consideration for
others and respect for self."
We can say good communication is a key component to a successful life and proper etiquette
can play a huge part in Effective Communication. Whether you're talking to a friend,
speaking in class, trying to land a job at an interview, or giving a presentation in the
workplace, knowing the right way to communicate with others is essential.
ETIQUETTES THAT CAN HELP YOU COMMUNICATE EFFECTIVELY
1. Listen to the person you are communicating with.
Listening to someone sounds easy but it is usually overlooked. Yet, it is equally important as
speaking in effective communication. This simple courteous act can go a long way in making
others feel valued.
If you want to be a good listener, you should keep your phone away and set all other
distractions aside to listen intently. While communication, other than listening, eye contact
should also happen at the time to reflect that you are paying attention to the person you are
communicating with.
In casual conversations, when someone says a thing that sparks your interest, you interrupt
the talk to share your thought right away. As a good communicator, you shouldn’t do this
anyway. It can make people feel like you don’t care about what they are saying. It gives the
impression that you are more interested in what you have to say and not attentive to what
they have to say.
Unfortunately, listening is the most underrated communication tool at workplaces. In a group
talk or professional discussion, usually, focus on what we have to say next instead of
listening to what the other person is saying. In such discussions, the outcome is more likely to
be less than it should have. It is needed to break the habit and adapt keep listening. You can
reframe what you hear or ask a question in case you haven’t understood the said thing.
Moreover, your body language should be appropriate.
You can put a smile on your face, node your head in appreciation, and face the person who is
speaking
Make sure you avoid fidgeting or shaking your foot which sends the message that you are
anxious for the conversation to be over.
Adapting Listening with patience can help us improve both work-related as well as personal
relationships.
 2. Keep your tone in consideration
communication is not only about words, but also the way you speak or the tone you
use while saying words affects the way they are perceived. Let’s have a few examples
to see how the tone affects the way they sound.
o Try saying ‘I hate you’ affectionately
o Bitterly say ‘I can’t wait to see you’
o Say ‘I love you in a sarcastic way

Even if you try to hide the real tone behind sweet words, keen people are smart enough to
pick up the real meaning. So, when you speak, consider the words and tone that you come
across.
Your tone of voice doesn’t only express the meaning to others, but it also creates interest. For
example, if you give a speech in a monotonous voice everyone around will be bored.
Variation and change in tone can make your speech strong, emphasizing, impressive. You
can make your words inspiring for your listeners by adding these qualities to them.
Your voice and tone can be comforting and soothing for those who are in pain. The way you
speak can make other people feel cared for and at ease.
When you talk, make sure your tone matches your intent to make it more effective. Also
being courteous and thoughtful while speaking adds up value to your communication skills.
3. Be empathetic about others before you speak.
If you feel frustrated or stressed, there is a greater chance of getting irritable and blowing up
a situation with friends or people around you. In such situations, we might disregard other
people’s needs and ignore their intent. Effective and courteous communication starts with
empathy. Imagine, if you are communicating your need with someone how will it come
across.
For example, if you kindly ask your assistant to get you a cup of coffee, or you can lash out
angrily because it isn't already on your desk.
In both cases, you'll probably get your coffee, but the courteous and mannered way is more
effective in the long run. Your assistant may follow your orders when you're angry, but
they're probably not going to want to work with someone long-term who is harsh and
unreasonable.
4. Be attentive to the one you are communicating
When you deal in one-to-one communication, it requires you to show respect for the person
you are communicating with. For instance, someone sitting across the table, expecting full
attention from you and
you are replying to messages over the phone will indicate that you are not interested in what
he has to say.
Even if you are a multitasker and capable of carrying on a thoughtful conversation, giving
concise feedback, and checking your emails for important updates still should pay undivided
attention to your boss, clients, or anyone else to look good.
 5. Be concise and time-oriented
In today’s world, everyone is short on time or let’s say devoting more time to personal
agendas. So, you should be respectful of everyone’s time by keeping your message concise,
direct, and specific. Be mindful and considerate when you start a conversation.
As an effective communicator, you can manage your time in a mannered way. For example,
if you are working on a deadline and a coworker pop into your office to talk about something
that's not urgent, ask if you can get back to them instead of trying to multitask or getting
annoyed: "This report is due shortly. Can I get back to you in about an hour?" so you should
be able to manage such critical situations as well.
HOW ETIQUETTE IS CHANGING IN THE DIGITAL AGE
This digital age has changed the system of business, personal life, and social life and thus
etiquettes.
You might be wondering, what could be proper etiquette for technology? Well, there are
many.
Now, the young generation or generation Z doesn’t prefer to listen to voicemails or may find
them annoying. They are most likely to use applications like Snapchat instead of text
messages. Perhaps, technology brings a new set of etiquettes. Mind these etiquettes if you are
wondering about the new rules of the digital age. You are not restricted to following these
etiquettes but adopting them in your routine life will make you look like a respected member
of society.
Where you should not use your cellular device:

• When driving for safety reasons.

• In the check-out line because it slows down the flow and comes across as rude when
the cashier can see you're distracted.
• It may come across as rude to have your cell phone out during class.
• During religious services of any kind including funerals and weddings.
• When with a client
• At a nice restaurant.
• At a dinner party.
• Cell phones can be used at meetings if they're relevant to the meeting. Otherwise, they
should be left behind or silenced.
• When you're having a personal conversation with someone.
• As a general rule, try to avoid frequently checking your phone.

How to use etiquette on social media:

• Don't use social media to air personal disputes or conversations. Those should be
reserved for private messaging.
• Don't use social media for personal issues if you're friends with acquaintances or
coworkers.
• Don't tag or post pictures of friends or acquaintances that are not flattering.
• Avoid being overreactive when people post things on social media. It's easy to
misinterpret someone else's motivation especially if you don't know them well.
• Try to avoid posting offensive things on your social media. Represent yourself well.
Remember that employers and educational institutes often use social media to vet
people.
• Text or call close friends on their birthday instead of wishing them a happy birthday
on social media.
Lesson-134: Communication Styles: Types of Communication Styles
Communication Styles: Types of communication styles
Every person has a unique communication style in which they interact and exchange
information with others. And understanding those different communication styles can
improve the quality of your relationships. Your level of skill in navigating difficult
conversations depends on your ability to connect.
The way you communicate with others has the power to build connections and connections
are an important aspect of life that ensures success in life.
Why connections are Important?
We need to connect with different people in life because strong, stable interpersonal
connections have a positive impact on physical and mental health. Those who feel connected
with others have lower rates of depression and anxiety. Good communication skills and the
ability to connect with others directly correlate with career success and job performance. It
also impacts the family environment and makes it a strong and healthy family.
Connections are built when we make conversations. It is quite certain that we say something
that makes breakdown in communication or sometimes we say something that leaves a
confused or uncertain expression like we missed to convey the actual thoughts in the
message. Here our interaction plays to make the situation clear. When these moments happen,
our interactions and expressions bring us closer to one another. We feel mutually understood,
recognized, and respected.
Having meaningful relationships is important in life. I believe, in communication over the
phone or other digital communication channels, we miss the nitty-grittiness of
communication.
How behavior influences different communication styles:
Social and Neuro Sciences explains what happens when human interactions occur. It says;
• Over time, people develop relatively stable behavior patterns.
• People form immediate impressions about others based on verbal and nonverbal
behaviors.
• The way people behave toward one another is determined by their perceptions of each
other.
• The most important dimensions of human behavior are assertiveness and
responsiveness.

Our behavioral patterns become habitual over time and may not match our evolving
thoughts and emotions. As a result, our behavior and our words may contradict what we
mean. Our communication habits often don’t reflect thoughts and emotions, giving others
the wrong impression of what we want to communicate. These habits affect the way
others perceive and respond to us during interactions. Similarly, we also judge the
 habitual behaviors of others and fail to understand what they want to convey. This
process can lead the gaps in understanding what the other person means. It happens quite
often in our lives and remains unobserved.
In a book named Conversational Intelligence, author Judith E. Glaser explains that 9
out of 10 conversations miss the mark which means we have an intention when we speak
but the way we talk, our style, our patterns, and perceptions get in the way of the other
person picking it up.
Here comes the point, how we can ensure what we say is what we mean?
We need to understand the four basic communication styles and pick the appropriate one
to practice for better conversation.
The 4 Communication Styles:
There are 4 communication patterns or styles that most people habitually use.

Let’s have a better understanding of all these communication styles.

1. Passive Communication:
People who speak passively have difficulty expressing themselves. They often act
indifferently. They lack outward communication leading to miscommunication or
resentment.

People who speak passively have difficulty expressing themselves and tend to give in to
others. Failure to express thoughts and emotions often leads to miscommunication and built-
up anger or resentment but at the same time, these communicators can be safer to speak with
when a conflict arises because they are most likely to avoid confrontation and differing from
others. They are mostly ‘go with the flow’ people and of course, are the easiest persons to get
along with. Their behavior reflects their inner sense as ‘people never consider my feelings.
Passive behavior includes:

• Difficulty making eye contact

• Inability to say no
• Go with the flow type attitude
• Poor posture

Passive communicators use phrases like;

• “It doesn’t matter that much.

• “I just want to keep the peace”

2. Aggressive Communication:
Aggressive communicators talk loud and in demanding voices that anyone can feel. Their
personality traits include domination, controlling, blaming, criticizing, threatening, or
attacking.
Aggressive communicators have issues in taking commands, they ask questions rudely and
fail to listen to others. But they often make good leaders and command respect from others.

Aggressive behavior includes:

• Talks over other people

• Poor listening interrupts frequently
• Controlling or demanding
• Points fingers
• Stares and glares intensely
• Frowns
• Criticizes, intimidates, or threatens others
Aggressive communicators use phrases like;

• “I’m right and you’re wrong.”

• “I’ll get my way no matter what.”
• “It’s all your fault.”
• “It’s my way or the highway.”
• “Because I said so.”
• “I’m entitled.”

3. Passive-Aggressive Communication
Passive-aggressive communication seems passive on the surface but within themselves, they
feel stuck and resentment that comes through in subtle, indirect ways. Most passive-
aggressive communicators mutter to themselves rather than confronting others or the issue.
They have difficulty in acknowledging their anger. Their expressions don’t correlate with
how they feel.

Passive-Aggressive behavior includes:

• Frequent sarcasm
• Words don’t align with actions
• Facial expressions don’t match words
• Difficulty acknowledging emotions
• “Fine, whatever.”
• After saying something rude, sarcastic, or damaging, “I was only joking.”

Passive-Aggressive communicators use phrases like;

• “Fine, whatever.”
• After saying something rude, sarcastic, or damaging, “I was only joking.”
• “Sure, we can do things your way” (then mutters to self that “your way” is stupid).

4. Assertive Communication
Assertive way of communication is thought to be the most effective way of communication.
It features an open and healthy way to express yourself. It encourages you to express yourself
with open and honest dialogues. Assertive communicators are open to considering the needs
of others. They aim both sides to win a situation by balancing the rights of others.
Assertive behavior includes:
• The ability to express desires and needs with confidence
• Encourages balanced conversations in which both people have a chance to speak
• The use of “I” statements (ex: I feel frustrated when people show up late.)
• The ability to say no
• Maintains good eye contact
Assertive communicators use phrases like;

• “I am responsible for my happiness.”

• “I respect the needs and opinions of others.”
• “We all have the right to express ourselves respectfully and honestly.”
You can see why the first three communication styles could cause problems when trying to
build relationships. Failing to listen to others (aggressive), shying away from conflict
(passive-aggressive), or the fear of expressing ourselves (passive) prevents effective
communication.
Communication styles are fluid. You may rely on an aggressive approach with family
members but speak more passively with work colleagues. Communication styles also shift
and change over time as we grow and learn from life experiences.
Lesson-135: Communication Styles: Formal Communication Method
Communication Styles: Formal communication Method
As we are learning all about communication. So far we have learned the basics of
communication including communication skills, effective communication, its significance in
personal and professional life, etiquettes of communication, and types of communication
styles. Let’s learn about the formal communication method.
Formal communication methods are official ways to share information. The communications
are orderly and follow set rules, procedures, or standards. Formal communications are very
common in educational settings, workplace settings, and business settings. Formal
communications are mostly written but can be oral. Formal communications are not personal
communications.
What is the purpose of formal communication methods?
Formal communication methods allow a sender to prove that information was sent to the
intended receiver. For example, a finance company uses formal communication methods to
advise a lender about the terms of a loan. If the lender does not make repayments, the
company has proof of the loan in copies of formal communications. Formal communication
methods are a way to ensure that information is sent to and received by all intended parties.

Types of formal communication

These are the types of formal communication:
• Memos
• Intranet
• Meetings
• Conferences
• Formal One-on-Ones
• Bulletin Boards
• Handouts
• Letters
• Presentations
• Speeches
• Notice Boards
• Organizational blogs
• Emails from managers and leaders
Lesson-136 : Communication Styles: Informal Communication Method
Communication Styles: Informal communication Method
Informal communication is what everyone does in daily routine life. It is the casual and
unofficial form of communication where the information is exchanged spontaneously
between two or more persons where no rules, processes, systems, or formalities are followed
to make a conversation.
Informal communications are based on personal or informal relations such as friends, peers,
family, etc. where we talk freely. It is characterized by an indefinite channel of
communication. It may happen over a phone call, text message, or face-to-face. The
information can flow from anywhere. Often such communication arises out of the social
relations that an individual makes based on common interests, likings, or disliking.
Types of informal communication
Gossip-Chain:
Gossip is a word with which most of you are familiar. For example, college canteen
conversations where one person vividly describes her recent adventures to a group of friends
gathered around the table to listen.
In a gossip chain, one person initiates the conversation and shares information with a group
of people, who then pass on the information to more people.
Single Strand Chain:
A form of informal communication where each person communicates with the next in a
single sequence. For example, Person A shares an idea or information with B, who then
passes it to C, and so on.
Cluster-chain:
This is a common form of informal communication. In cluster networks, a person will
receive information and choose to pass it on to their cluster network or keep the information
to themselves. Each individual will pass on the information to the next cluster network. This
method occurs through social networks like Facebook, WhatsApp, etc. that everyone uses.
Lesson-137: Role of Technology in Communication
Role of technology in communication

For as long as we (human beings) are on earth, we have invented ways to communicate.
Whether it be from smoke signals and messenger pigeons to the telephone and email. The
evolution of ways of communication is pictured here.

Now, digital methods have superseded almost all other forms of communication. Try to
remember the last time you hand wrote a letter??
Look back and think how the communication way has advanced incredibly. Be it business
communication or regular social interactions, technology has affected the way we
communicate with one another.

Smartphones
The telephone was invented in 1849 and within the next 50 years, it was an essential item for
homes and offices. Then came mobile phones in 1973 which kick-started a chain of
developments that transformed communication forever.
In 2007, the first iPhone was revealed by Steve Jobs and Apple paved the way for a new set
of principles for modern smartphones. And now more than 2 million mobile applications are
available in Apple App Store.
Today everyone owns a smartphone, computer, iPad, etc. as a means of communication. We
can simply use these devices to send a message to any corner of the world just by pressing a
button. These inventions have enabled us to stay connected. With internet application
provision, the use of smartphones has been widely extended.
Smartphones are easily accessible and affordable for most people as they are available in all
price ranges.

Internet
The internet has made communication easier and faster, it has allowed us to stay in contact
with people regardless of time and location. It has accelerated the pace of business and
widened the possibilities within the enterprise space. It has allowed people to find their voice
and express themselves through social media, YouTube, and memes. The internet has
connected and divided us like nothing before.
From the mid-1990s, the internet has had a revolutionary impact on communication,
including the rise of near-instant communication by electronic mail, instant messaging,
telephone calls, interactive video calls, discussion forums, blogs, and social networking.
Blogs

Most of us know about Blogs, a regularly updated website run by an individual or small
group written an informal conversational style. In the business circle, Blogs have gained
popularity as an effective method of communication. Several business organizations use
blogs for their advertising purposes, and great success has been achieved. Individuals also do
blogging to share their ideas with others. In addition, you can use blogs to provide
educational material, to share family trips, to convey anything you want to pass on to others.
Although many people are not aware of how to communicate through blogs, blogging claims
a wonderful method of communication.
Same as written Blogs, a video blog is commonly known as Vlogs where people post a
regular video to carry their Vlogs.

Emails
An email was introduced in 1991 and gradually it has vastly changed our lives. Email
messages are used to communicate ideas with customers and employees in the business
circle. Email messages are also used by educational institutions to interact on topics of
concern to parents and students.

In 2018, there were more than 3.8 billion email users which are half the Earth’s population.
In the current world, it is difficult to imagine a workplace that does not rely on email for the
majority of its internal and external communications because email is an instant form of
business communication.

Wearable Technologies
This term may sound familiar to you even if don’t know the exact definition. The very first
wearable technology was hands-free which was launched in 1999. It enabled us to talk on
calls while you are driving or busy with something else. After this invention what not we got
till this day? Headphones, smartwatches, 3D glasses, etc. Give it a minute and think of all
other known wearable technologies and their uses.

(Closing lines)
Although the use of technology has taken almost the entire aspects of human communication,
one should not forget to develop vital communication and interpersonal skills through having
face-to-face communication.
 Lesson-138 : Common Mistakes in Communication
Common mistakes in communication
Have you ever learned how to communicate at school? I believe, Not. Communication skills
have never been part of the school curriculum but it is an important skill of life. Bad
communication may lead to broken relationships. Very few people have naturally good
communication skills and the rest of us need to learn them.
Along with learning communication skills, we must learn about the possible mistakes that we
make while communicating. Everyone communicates and occasionally misspeaks. But look
around and see best leaders, great bosses, and good entrepreneurs that we admire are the ones
who take great care with their communication.
It can be embarrassing if you make mistakes in your communication. They can tarnish your
reputation, you can lose your clients, lost your profits in business, or even more serious
consequences.
What are the possible communication mistakes and how to avoid them?
1. Not Editing Your Work
Spelling, tone, and grammatical mistakes can make you look careless. That's why it's
essential to check all of your communications before you send them. For example, if
you send an email without checking it and realize that it has errors, you will end up
looking sloppy and unprofessional.
Don't only rely on spell-checking tools they won't pick up words that are used
incorrectly. Proofread your work yourself, and use a dictionary to look up any words
that you're unsure about.
2. Reacting, Not Responding
Have you ever shouted at a colleague in frustration, or sent a harsh reply to an email,
without thinking your point through? If so, you're likely to have reacted emotionally,
instead of responding calmly.
This kind of emotional reaction can damage your reputation. You may upset people
with your strong emotions, and give the impression that you lack self-control
and emotional intelligence.
When it's your instinct to react with anger and frustration, wait. Take a deep breath
and consider all the facts (including those you may not know). When you pause to
reflect, you can respond instead of reacting.
3. Not Being Thorough in your work
Poorly-prepared work, presentations, reports, or emails frustrate your audience and
can, over time, damage your reputation. This is why it's essential to prepare and have
your communications carefully.
4. Not Keeping an Open Mind When Meeting New People
In today's workplaces, there are all kinds of ethnicities, religions, ages, abilities, and
viewpoints. Excluding any of them would reflect a closed-minded point of view.
Instead, open your heart and begin to embrace diversity. When you embrace, you
 improve your communication via a diverse range of experiences and creativity
benefiting all.
5. Lack of attention to tone
Often in times of crisis, you may have an edgy tone. The tone is important at any
time, but especially when in the middle of a challenge. No matter what the
circumstances, learn to pay attention to tone.
One trick: Before you speak, pause and take a breath. Then communicate what needs
to be said.
6. Holding back what's on your mind
Speaking up is about stating what you need while still considering the wants and
needs of others. Speak clearly and make your requests known, gently but with self-
confidence, while maintaining good relationships.
7. Speaking more and listening less.
To stay on top of any situation, stop speaking and listen. When you listen more than
you speak, you open yourself up to learning and empathy which in turn help you
accomplish more.
8. Not using “we” language.
Relationships are not a competition. Or at least they shouldn’t be. But so many people
speak with the “me vs. you” language. You need to reframe it and think of yourselves
as a team. Work together, not against each other. Work to solve a problem, not to be
victorious.
9. Not giving eye contact.
How many of you are guilty of staring at your phone when someone is talking to you?
Or typing on your laptop? Or watching TV? Even if you don’t catch yourself doing
this, I’m sure you all have. But all of us have also been on the other side – when
people are not looking at us when we talk. How does that make you feel when it
happens? Yeah, not good. Right? So live by the rule and give other people the same
courtesy that you want to be given.
10. Interrupting.
What does it say to someone when you interrupt them? It says, “What I have to say is
more important than what you have to say.” Not a nice message, right? Women tend
to interrupt out of excitement and/or being afraid they will forget what they are going
to say. Men tend to do it more like a power move. Either way, it still says, “I’m more
important than you.”
11. Having negative or apathetic body language.
Ninety percent of the meaning of a message is contained in body language. That’s
huge. Eye contact is part of body language, but it’s only a small part. What about your
posture? Do you lean in toward the other person or are you positioned in a way that
screams, “I don’t care what you’re saying?” What about your head tilt? What about
how close or far you sit from someone? All of these send strong messages. As the
saying goes, actions speak louder than words.
12. Make assumptions before you hear the whole message.
You probably have rolled your eyes at people, thinking, “Oh I don’t even have to hear
the rest of this, I already know what they’re going to say!” Well, maybe you do, but
 maybe you don’t. Don’t do that. We don’t like when people make assumptions about
what we are saying, so don’t do that to other people either.
13. Letting your emotions control what you say.
Never let your emotions come in the way while you are communicating even if you’re
so angry that you think the roof is going to blow off your house. We’ve all been there.
But it’s what you do when you’re feeling that way that counts. Don’t let that happen.
Go cool off so you don’t regret what you say.
14. Referring to yourself and your life more than asking people about theirs.
If you never ask other people what’s going on in their life, then you look pretty self-
absorbed. I have people in my life who spend about 95% of the time talking about
themselves when we are together. Not that I mind that much, but it would be nice if
they ask how I’m doing once in a while. Can you relate?
15. Attacking other people’s character instead of what they say or do.
We all have bad behavior from time to time. And we will never agree with everything
everyone says. But you need to disagree with their words or their actions, not their
character. Don’t tear people’s self-esteem down. Build them up.
Lesson-139: Explanation of Ineffective Communication
Explanation of Ineffective communication
What is ineffective communication and how we can avoid it?
Ineffective communication is trouble of failure in the process of communication. Ineffective
communication isn’t unavoidable. But to communicate effectively, you should become active
listeners, avoid emotion-driven talk, create safe spaces for communication, & develop norms
for communication, etc.
If you want to manage your interpersonal and business communication well then you should
learn to communicate effectively. If you fail in your messaging goals, you risk losing your
audience – whether it's one person or a room full of people. Things such as your tone of
voice, facial expression, body language, choice of words and phrasing as well as listening
skills all play a part in whether you are an ineffective communicator.
Ineffective Communication Creates Barriers
Any disruption or failure in the process can create ineffective communication. Language is an
obvious example; if you as a sender speak in a language the receiver doesn’t understand, the
communication fails. Writing a message to a person who has difficulties reading is also
ineffective communication. These are called barriers, and they are not all so obvious.
For example, if you have an idea but lack the confidence to speak up, that is a barrier. Body
language, such as slouching in a chair so that it looks like you are bored, is also a barrier.
Here are a few things other than mistakes that can cause ineffectiveness in your
communication.
1. Lack of Enthusiasm
Effective vs. ineffective communication often comes down to how sincere you are in your
delivery. If you don't believe in what you are saying, don't expect others to do so.
Communicating without enthusiasm for what you are saying is ineffective. Talking in a
monotone voice, mumbling, not changing your voice inflection or volume, looking at the
floor, or speaking with a neutral facial expression do nothing to convince others of your
message.
2. Indirectness of Your Message
Another sign of poor expression in communication is being indirect. When dealing with co-
workers or superiors, you must speak clearly and directly about the topic you wish to address.
If you avoid saying what you want to say by giving hints and hoping your audience
understands what you want to say without you having to say it plainly, you risk confusion
and misunderstandings.
3. Lack of Conciseness and Clarity
When you add multiple filler words while speaking, it can reduce the effectiveness of your
communication. Words such as "uh," "um" and "you know" all make what you're trying to
say less concise and clear. Such filler can distract the listener and make you seem as though
you're unsure of what you're trying to say. When you're nervous, you might talk too much,
leading to information overload for your audience.
4. Whining and Complaining
Whining or complaining are not traits of an effective communicator. People who have to
listen to whining may become annoyed at the least, and they even could tune you out or avoid
you if you communicate this way consistently. No one wants to be subjected to the woes of a
person who would rather complain than be direct and ask for solutions

How to overcome the ineffectiveness of Communication?

Removing barriers to effective communication that we have discussed will increase your
chances of communicating effectively. Both senders and receivers or speakers and listeners
should pay attention to others in the process, making eye contact, listening intently, and
avoiding distractions.
Lesson-140 : How to Improve Communication Skills?
How to improve communication skills?
Until now we have discussed almost everything about communication skills. You have
learned the concepts that can help all of you in some way in your personal and professional
lives.
It would be great if you do this activity, watch the relevant topics again, and understand in
your way to improve your communication skills based on what you have learned so far.
1. Improve your listening ability
Being a good listener is the most crucial part of communication. It is not about just hearing
the words that a person is saying; rather you should be tuned in to their non-verbal
communication also. The expressions and body language along with the words of the speaker
do also matter. Actions convey a lot of information.
To be a good listener:
• Give your full attention to the speaker.
• Set your phone face down.
• Turn away from your computer screen.
• Look at their non-verbal signals, and listen to their words.
• Use clarification questions to follow up on key points and then sum up your
understanding to them, so they can clear up any miscommunication immediately.
2. Improve your non-verbal communication
To improve your non-verbal communication, first, you must begin by paying attention to it.
As you go through your day, observe how you use the various types of non-verbal
communication that we have already learned in lesson-131.
Observe yourself:
• Do you make consistent eye contact?
• How do you position yourself when speaking to people?
• Does it change based on who you are talking to?
• How do people react to you?
Observe others:
• Are there certain people who make you feel heard?
• What do they do that makes you feel like that?
• Is there someone unpleasant to communicate with?
• What actions do they do that make you not enjoy talking to them?
Think about the positives and negatives that you observe. If there is someone who you find to
be a particularly good or bad person to talk to, then figure out why they make you feel that
way. Also, Pay attention to the non-verbal signals that they are giving off.
How to improve non-verbal communication:
o Rule-1: Don’t fidget. Be still, and calm. This reflects that you are in control and
confident.
o Rule-2: Use eye contact intelligently. Look people in the eye both when you are
listening to them and when you are speaking.
o Rule-3: Try to be non-reactive during stressful situations. Keep your emotions level
and respond calmly. Don’t get influenced by your current emotions.
3. Improve verbal communication
To improve your verbal communication, you’ll need to get better at both what you say and
how you say it. It doesn’t matter how clear your message is if you are rude when you say it.
As it is suggested for non-verbal communication, begin by observing yourself and others in
conversation. See how people react to you. Some people take time to get on to the point
which can be frustrating for anyone. So, before you speak, be sure of what you want to say.
State your purpose and give reasoning. Keep the facts in mind to support your stance. It will
make you look more professional and decisive.
4. Improving written communication
In written communication, the first step to improve is to make sure that your spelling and
grammar are perfect. There are plenty of online tools that can help you with this. You simply
paste your writing into the app and then you get valuable feedback on spelling, grammar, and
even the content.
Still, as I’ve mentioned earlier, this is not a perfect solution, AI is smart but can make
mistakes, but it works very well for a quick check, especially if you are not the world’s
strongest writer.
• Take the time to re-read everything that you write
• Is your tone appropriate to the setting?
• Are there any mistakes, items not linked properly, or missing points?
• Have you covered the subject enough?
• We often overestimate how much other people know about our specialist subjects, it
might be necessary to write in more detail. At the same time, don’t write a novel
• Formatting is very important. Format everything, from a message to a full
presentation, to make sure that you are creating readable text.
• Use bullet points and paragraphs to break up your message.
• Highlight your points in bold if you have a lot of text.
• Underline anything that you think is crucial.
Lesson-141: Importance of Communication Skills for Freelancers
Importance of communication skills for freelancers.
As of now, we have understood all about communication skills. I have intentionally set these
topics in the later part of this module because once you understand the concept of
communication skills and their importance you can have a better understanding of how
important these skills are for freelancers.
You all are here to improve your English language and communication skills and of course,
healthy communication is the best foundation for any business. As a freelancer, you need to
collaborate with your clients remotely, and communication is the key to establishing strong
relationships and getting important projects done.
Recall the possible communication mistakes we had learned in Lesson-138. Go through the
video lecture again and find which of those mistakes are relatable for freelancers.
Here are some tips to have good and effective communication as a freelancer.
1. Learn to listen:
When you talk to your client either through inbox or through verbal communication, you
should listen to your client first with full attention, without interrupting, and without
assuming anything by yourself and then respond accordingly. You should be a good
listener and attentive to even little details that your client is providing while having a
project discussion.

2. Be Clear and Concise:

When a client lands in your inbox in response to your bid he’d probably ask you to show
some relevant samples or any other question related to his project. So be prepared when
you get a message. Understand the question and then respond appropriately. Avoid
beating around the bush.

3. Check your message before hitting the send button

Spelling and Grammar checkers are lifesavers, but they are not perfect. ‘Grammarly’ is a
commonly used tool that is no doubt a great tool. Its functioning is based on an advanced
system that combines rules, patterns, and artificial intelligence techniques. Still,
sometimes, its suggested mistake would not be a mistake. So proofread your content by
yourself.
Premium tools are not recommended for new freelancers or sellers other than Creative
Writers. Basic tools are enough to have assistance with your written content.

4. Prompt Response
A freelancer should always be ready to give a prompt response to his clients. Prompt
response means a swift, quick, efficient, speedy, immediate response or reply. Giving a
prompt response doesn’t mean saying anything that comes to your mind but a proper
response according to the message that your client has sent.
5. Remember this rule: STOP. THINK. TALK.
Don’t take your communication with the client as a regular chat with any of your friends
and family. So, pause to arrange what you want to say and how. It will save you from
many awkward moments. Don’t just send an unprofessional response to your client. Take
time where it's needed but try to be quick.
6. Avoid lying about your skills and experience
Being honest should be included in the personality traits of a professional freelancer.
Never lie about your skills and experience while communicating with your potential
clients. It will end up with serious issues and make you look quite unprofessional.

7. Keep the Record

Whenever you discuss a project with a client remember that each point of discussion is
important, and you’ll need that at the time of work execution. You’ll learn more about
having a detailed project discussion in the next lesson. Nevertheless, the project
discussion or directives from your client are important.
In case you are having a video meeting with your client, keep your notebook and pen in
hand and don’t just rely on your memory but write down all the main points of the
discussion. It will surely help you.
8. Ask relevant questions
At the very beginning of your communication, you should be clear, concise, and specific
in your concerns. As a freelancer, you’ll come across different types of clients, some are
detailed but not all. So, if it seems that the job description is not enough instructive, and
you have relevant questions in mind then make sure you ask those questions from your
client. It will save you time and energy. Perhaps you shouldn’t ask irrelevant questions
other than the task/project. Bothering your clients from time to time for more information
can be annoying.
For example, you are a creative writer, you’ll need to know
• What type of content your client needs?
• Purpose of content, personal or commercial?
• The number of words or required length of the content.
• Citation, you should know if a client needs citations to be included? Which
citation style?
• Delivery time, Revisions, etc., and so on.
As a newbie, we miss asking many a thing while communicating and realize later at the
time of work execution. So, if you have no experience in freelancing until now, then
make a list of requirements for yourself depending on the skills and services that you’ll
offer as a freelancer.
9. Representation of your country.
You are Pakistani, and you’ll present your country wherever you go. It is your first
identity outside this country. Likewise, when you communicate with an outsider client.
 He takes you as a Pakistani seller and if you make any bad move it’ll be inflicted on the
overall reputation of the country.
In the upcoming topics, you’ll learn how you can manage to be a great freelancer. Stay
tuned for the course.
10. Commitments
Making commitments is a regular part of any business. Freelancers deal with their clients
virtually. Usually, clients are eager to have their project delivered as soon as possible but
it’s the time you shouldn’t make mistakes while committing delivery time. Although the
freelance marketplace secures the working relationship and payment systems, still your
work ethics, professional attitude, meeting deadlines are some important attributes that
are counted. You cannot predict the unpredictable. So, never commit if you are not sure
about the work. Even if you are sure of what you’ll have to do keep some extra margin (if
possible) in delivery time for any unforeseen circumstances. You will likely have to deal
with something you were not expecting to.