Unit 2 Notes - Soft Skills

What is Communication?

Communication is a Latin word which means “to share”. It is the sharing of ideas, information,
thoughts, emotions, opinions etc. with the other person in order to make your message
understood. In other words, the transmission and interaction of facts, ideas, opinions, feelings
or attitudes. It is a two-way process which involves transferring of information or messages
from one person or group to another. This process goes on and includes a minimum of one
sender and receiver to pass on the messages. Communication can be oral, written, non-verbal.
These include telephone, lectures, interview, speeches, emails, chats, WhatsApp, skype,
posters, signs and symbols, body language and many more.
Characteristics of communication

• Exchange of ideas, information, emotions, thoughts, opinions etc.

• Two-way process- involving a sender, receiver and a feedback mechanism
• Continuous process (ongoing)
• Present everywhere(pervasive)
• Contextual- it needs to have a background/topic in relation to which you communicate
• Goal oriented- Communication with a purpose in mind is always better as it gives you a
clear direction on what and how to communicate. Clarity of mind is equal to clarity of
speech
• Dynamic- It is not the same everywhere. It keeps changing as per the mood/behaviour of
the sender/receiver, circumstances etc.

Process of communication

1. Sender/Source/Transmitter/Encoder: The sender or the communicator is the

person who initiates the conversation and conveys it to others.
2. Encoding: The way the information is described or translated into a message or form. The
sender begins with the encoding process wherein he uses certain words(verbal) or non-
verbal methods such as symbols, signs, body gestures, etc. to transmit the information
into a
message.

3. Message: The idea, fact or opinion that the sender wants to communicate. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, signs, sounds,
 etc. or any other signal that triggers the response of a receiver.
4. Communication channel/medium: The Sender chooses the medium through which he
wants to convey his message to the recipient. It must be selected carefully in order to
make the message effective and correctly interpreted by the recipient. The choice of
medium depends on the interpersonal relationships between the sender and the
receiver and also on the urgency of the message being sent, understanding level of the
receiver etc. Oral, written, gesture, sign language etc. are some of the commonly used
communication mediums.
5. Receiver/Decoder: The receiver is the person for whom the message is intended or
targeted. He tries to comprehend it in the best possible manner such that the
communication objective is attained.
6. Decoding: The interpretation of the message. Here, the receiver interprets the sender’s
message and tries to understand it in the best possible manner. An effective
communication occurs only if the receiver understands the message in exactly the same
way as it was intended by the sender.

7. Feedback: It is the response of the receiver about whether he has understood the
message or not.

Advantages of feedback
We get to know that the message has been delivered or not
We get to know that the message has been understood in the same manner or not
Receiver can clear his doubts with feedback
Sender can alter his message based on receiver’s feedback
It encourages interaction
Tells us that the receiver is interested or not
Completes the communication cycle

Effective Communication

What is effective communication?

 Communication is about more than just exchanging information. It's about understanding the
emotion and intentions behind the information. Effective communication is also a two-way
process. It’s not only how you convey a message so that it is received and understood by
someone in exactly the way you intended, it’s also how you listen to gain the full meaning of
what’s being said and to make the other person feel heard and understood. More than just the
words you use, effective communication combines a set of skills including nonverbal
communication, engaged listening, the ability to communicate assertively, and the capacity to
recognize and understand your own emotions and those of the person you’re communicating
with.
Effective communication is the glue that helps you deepen your connections to others and
improve teamwork, decision making, and problem solving. It enables you to communicate even
negative or difficult messages without creating conflict or destroying trust. A speech that is read,
for example, rarely has the same impact as a speech that’s delivered spontaneously with
examples and personal interaction/explanation.

Purpose and significance of effective communication:

Effective communication is vital for efficient management and to improve industrial relations. In
modern world, the growing competition and complexity in business has increased the importance
of communication in organizations. A corporate executive must be in a position to communicate
effectively with his superiors, colleagues in other departments and subordinates. This will make
him perform well and enable him to give his best to the organization.
The purpose of effective communication can be summed up into the following points:
1. To convey Information:
The relevant information must flow continuously from top to bottom and vice versa in an
organization particularly. The staff at all levels must be informed about the organizational
objectives and other developments taking place in the organization. The information should
reach in the language people can understand better. The use of difficult words should be avoided.
Correct information should reach the right person, at right time through the right
person/medium.
2. Coordination:
It is through communication the efforts of all the staff working in the organization can be
coordinated for the accomplishment of the organizational goals. The coordination of all
employees and their efforts is the essence of management which can be attained through
effective communication.
3. Developing Good Human Relations and reducing misunderstanding:
Managers and workers exchange their ideas, thoughts and perceptions with each other through
communication. This helps them to understand each other better. They realize the difficulties
faced by their colleagues at the workplace. This leads to promotion of good human relations in
the organization. Similarly, a company can develop good relations with their customers by
understanding their needs and resolving their problems.
4. Motivation and decision making
Communication facilitates inviting and encouraging the ideas from subordinates on certain tasks .
Also, an effective communication system instills confidence among subordinates and workers
ensuring change in their attitude and behavior. Honoring subordinates’ ideas will further motivate
them for hard work and a sense of belonging to the organization will be developed. It will provide
them with the encouragement to share information with their superiors without hesitation. The
managers must know the ideas, thoughts, comments, reactions and attitudes of their
subordinates. If communication is done properly then through joint efforts via discussion of
problems, then decision making process also gets easier and better as we can find creative
solutions by working in teams.
5. Provides Effective Leadership:
Good communication skills bring managers near to their subordinates. They can exchange ideas
and submit appropriate proposals, know their opinions, seek advices and make decisions. This
enables a manager to win confidence of his subordinates through constantly communicating with
them and removing probable misunderstandings. In this way he leads his people to accomplish
the organizational goals.
6.Encourages Feedback: It is the response a receiver gives after decoding a message. It ensures
that the receiver has received the message and interpreted it correctly as it was intended by the
sender. It increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message, he can also clarify/alter his message if needed, as per the received
feedback. The response of the receiver can be verbal or non-verbal.

7.Increases productivity and efficiency - Communicating effectively can increase productivity in

a firm as the managers can understand talents and skills of employees gradually and give them
tasks accordingly. Also, efficiency can be increased when the managers communicate properly
by giving clear directions and instructions to employees. In that case, there is more clarity and
mistakes rarely happen.
8. Competitive Edge- Good communication gives you competitive advantage over others. For
example, if you maintain a personal touch with your customers by explaining them the
benefits/uses of your product/service and convincing them about your product, addressing their
problems, taking their feedback constructively and catering to their needs via understanding
their requirements then you have a competitive advantage over other companies in the market
who are lacking in communication.

7 C’s of Effective Communication

1. Conciseness
In formal communication, we should be very careful about the conciseness of the message
which means it should be short/brief yet meaningful. It is always helpful for both the
 sender and the receiver because it saves their time. Concise messages are helpful in getting
the meaning quickly.

Bad Example

Hi Matt,
I wanted to touch base with you about the email marketing campaign we kind of
sketched out last Thursday. I really think that our target market is definitely going to
want to see the company's philanthropic efforts. I think that could make a big impact,
and it would stay in their minds longer than a sales pitch.

For instance, if we talk about the company's efforts to become sustainable, as well as
the charity work we're doing in local schools, then the people that we want to attract
are going to remember our message longer. The impact will just be greater. What do
you think?

Jessica

This email is too long! There's repetition, and there's plenty of "fillers" taking up space.

Good Example

• This one is concise and does not have filler words.

Hi Matt,

I wanted to quickly discuss the email marketing campaign that we analyzed last
Thursday. Our target market will want to know about the company's philanthropic
efforts, especially our goals to become sustainable and help local schools.

This would make a far greater impact, and it would stay in their minds longer than a

traditional sales pitch. What do you think?

Jessica

2. Correctness
Correctness means the accuracy of thoughts, figures, and words. If the given information
is not correctly conveyed, the sender will lose reliability. While communicating we should
 be careful about the correct use of grammar, message composition and appropriate words.
Successful communication depends on the correct use of language & grammar.

Bad Example

Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and
I'm looking forward to moving ahead on our project. I'm sure that the two-weak
deadline won't be an issue.
. .
Thanks

Jack Miller

If you read that example fast, then you might not have caught any errors. But on closer
inspection, you'll find two. Can you see them?
The first error is that the writer accidentally typed conservation instead of conversation. This
common error can happen when you're typing too fast. The other error is using weak instead of
week.
Again, spell checkers won't catch word errors like this, which is why it's so important to
proofread everything!

3. Concreteness
While communicating one should be very specific. Concreteness is an important aspect of
effective communication. It is about being specific and definite rather than general.

Bad Example

Consider this advertising copy:

The Lunchbox Wizard will save you time every day.

A statement like this probably won't sell many of these products. There's no passion, no
vivid detail, nothing that creates emotion, and nothing that tells people in the audience
why they should care. This message isn't concrete enough to make a difference.

Good Example
How much time do you spend every day packing your kids' lunches? No more! Just
 take a complete Lunchbox Wizard from your refrigerator each day to give your
kids a healthy lunch and have more time to play or read with them!

This copy is better because there are vivid images. The audience can picture spending
quality time with their kids - and what parent could argue with that? And mentioning that
the product is stored in the refrigerator explains how the idea is practical. The message has
come alive through these details.

4. Clarity
Whatever we speak/communicate should have clarity. The idea of the message should be
very clear in the mind of the sender so that his speech is also not confusing to the receiver.

Bad Example

Hi John,

I wanted to write you a quick note about Daniel, who's working in your
department. He's a great asset, and I'd like to talk to you more about him when
you have time.

Thanks,
Jane

What is this email about? Well, we're not sure. First, if there are multiple Daniels in John's
department, John won't know who Jane is talking about. Next, what is Daniel doing,
specifically, that's so great? We don't know that either. It's so vague that John will definitely
have to write back for more information. Last, what is the purpose of this email? Does Jane
simply want to have an idle chat about Daniel, or is there some more specific goal here?
There's no sense of purpose to this message, so it's a bit confusing.
Good Example

Hi John,
I wanted to write you a quick note about Daniel Kedar, who's working in your
department. In recent weeks, he's helped the IT department through several pressing
deadlines and executed the plan well in time.

We've got a tough upgrade project due, to run over the next three months, and his
knowledge and skills would prove invaluable. Could we please have his help with this
work?
I'd appreciate speaking to you about this. When is it best to call you to

discuss this further?

Best wishes,

Jane
This second message is much clearer, because the reader has the information that he needs to
take action upon.

5. Completeness
Effective communication depends on the completeness of the message. Incomplete
messages create ambiguity in the audience. A complete message brings the desired
results.

Bad Example:

Hi everyone,
I just wanted to send you all a reminder about the meeting

we're having tomorrow! See you then,

Chris

This message is not complete. What meeting? When is it? Where? Chris has left his
team without the necessary information.
 Good Example

Hi everyone,
I just wanted to remind you about tomorrow's meeting on the new
telecommuting policies. The meeting will be at 10:00 a.m. in the second level
conference room. Please be present and let me know in advance in case you are
unable to attend due to any reason.

See you then,

Chris

6. Coherent
When your communication is coherent, it's logical. All points are connected and relevant
to the main topic, and the tone and flow of the text is consistent, smooth.

Bad Example

John

I wanted to write you a quick note about the report you finished last week. I
gave it to Michelle to proofread, and she wanted to make sure you knew about
the department meeting we're having this Friday. We'll be creating an outline for
the new employee handbook.
As you can see, this email doesn't communicate its point very well. Where is Michelle's
feedback on John's report? She started to mention it, but then she changed the topic to
Friday's meeting.
Thanks
Michelle

Good Example

Hi John,

I wanted to write you a quick note about the report you finished last week. I
gave it to Michelle to proofread, and she told me that there are a few changes
that you'll need to make. She'll email you her detailed comments later this
afternoon.
Thanks,

Michelle

Notice that in the good example, Michelle does not mention Friday's meeting. This is
because the meeting reminder should be an entirely separate email. This way, John can
delete the report feedback email after he makes changes, but save the email about the
meeting as it comes, as his reminder to attend. Each email should have only one main
topic.

7. Courtesy
Courtesy means polite behaviour. While communicating everybody should show
politeness towards others. It facilitates communication. The polite messages help to
strengthen relationships and to create goodwill, which helps in expanding the business.

Bad example:

Jeff,

I wanted to let you know that I don't appreciate how your team always
monopolizes the discussion at our weekly meetings. I have a lot of projects, and I
 really need time to get my team's progress discussed as well. So far, thanks to
your department, I haven't been able to do that. Can you make sure they make
time for me and my team next week?

Thanks
Phil

Well, that's hardly courteous! This email does nothing but create bad feelings, and lower

productivity and morale. A bit of courtesy/politeness can go a long way.

Good example:

Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly
meetings, your team does an excellent job of highlighting their progress.
But this uses some of the time available for my team to highlight theirs. I'd
really appreciate it if you could give my team a little extra time each week
to fully cover their progress reports.
Thanks so much, and please let me know if there's

anything I can do for you!

Regards,

Phil
What a difference! This email is courteous and friendly, and it has little
chance of spreading bad feelings around the office.

Types of communication

Oral Communication
Oral communication occurs when we engage in speaking with others. It can
be face-to-face, over the telephone, via Skype or Zoom, etc. Some verbal
engagements are informal, such as chatting with a friend over coffee, while
others are more formal, such as a scheduled meeting. It is about how we
string various words together to create a message, as well as the intonation
(pitch, tone, speed, voice modulation etc.) used while speaking. And when
occurring face-to-face, while the words are important, they cannot be
separated from non-verbal communication. It is important to understand how
to effectively communicate your ideas verbally in order to avoid
misunderstandings and maximize interest while you speak. Make sure to use
the right type of language, speak clearly, know your audience, respond in the
best way, and use an appropriate tone when speaking.

Non-Verbal Communication
What we do while we speak often says more than the actual words. Non-
verbal communication includes facial expressions, posture, eye contact, hand
movements, and gestures. For example, if your friend says that he is happy
that you got promotion but his body language and expressions show that he
is not happy or he is jealous of you, then, clearly there is no alignment
between his verbal and nonverbal aspects of communication. In that case the
person gets misled, or miscommunication can happen as the receiver can rely
more on his body language. What is actually being said is only half the battle
— the rest lies in what isn’t being said. This means your tone, facial
expressions, body language, hand movements, and eye contact. When you
make yourself aware of what the rest of you is doing as you speak, you can
make corrections and eventually use all the right nonverbal cues to convey
your point.

Written Communication
Whether it is an email, a memo, letter, a report, a Facebook post, a Tweet, a
text, etc. all forms of written communication have the same goal to
disseminate information in a clear and concise manner – though that
objective is often not achieved. In fact, poor writing skills often lead to
confusion and embarrassment. Thus, there are two things to remember: first,
write well – poorly constructed sentences and careless errors make you look
bad; and second, ensure the content of the message is clear and
understandable.
 Aspect Verbal Communication Non-Verbal
Communication

Body language, facial

Medium Spoken or written words
expressions, gestures,
etc.

Channel Auditory and visual Primarily visual

Specifically
Legal Validity and Not valid legally and
written
preservation cannot be preserved
communicati
on is legally
valid and can
be preserved

Not fit for Communication

Fit communication with possible with deaf
illiterates, deaf and and dumb, illiterates
dumb people

Fit for formal Unfit for

Formality
communication formal
communicati
on

Can be more precise Can be ambiguous and

Ambiguity
and explicit open to
interpretation.

Tone of voice Facial expressions and

Emotional
conveys body language convey
Expression
emotions emotions.
 Presence Presence of both the Presence of both the
parties (sender and parties is required at the
receiver) is not required at same place
the same place

Elements of nonverbal communication

1. Facial Expression

Facial expressions are responsible for a huge proportion of nonverbal

communication. Consider how much information can be conveyed with a
smile or a frown. While nonverbal communication and behavior can vary
dramatically between cultures, the facial expressions for happiness,
sadness, anger, and fear are similar throughout the world.

The face is an important communicator. It is commonly said that the face is

the index of the mind.
• It expresses the type of emotions or feelings such as joy, love, interest,
sorrow, anger, annoyance, confusion, enthusiasm, fear, hatred surprise, and
uncertainty.
• Facial expressions are indicated through the mouth (open, wide or
closed), eyelids (raised or lowered), eyebrows (raised or frowning) cheeks
(drawn up or up)
• Within the facial area, eyes are especially effective for indicating attention
and interest.
Smiling is a powerful cue that transmits: ➢ Happiness. ➢ Friendliness. ➢
Warmth, Liking.

2. Gestures

Deliberate movements and signals are an important way to communicate

meaning without words. Common gestures include waving, pointing, and
using fingers to indicate number amounts. For example, in the U.S., putting
the index and middle finger in the shape of a "V" with your palm facing out
is often considered to be a sign of peace or victory. Yet, in Britain, Australia,
and other parts of the world, this gesture can be considered an insult.

• Gestures are movements of the arms, legs, hands, and head.

• Some authors opine that gesture is the deliberate body movement
because they express specific and intentional meaning.
• For example; a wave of the hand has a specific meaning-“hello” or “good-
bye”; a forefinger and a thumb touching to form a circle have the meaning -
“ok”. Head nods, a form of gestures, communicate positive reinforcement to
students and indicate that you are listening. Folding your hands in prayer or
when someone comes to your house and you welcome him or touch their
feet shows a gesture of respect.

• In Europe, raising thumb is used to convey that someone has done

something excellent while in Bangladesh the same gesture means
something idiotic.
3. Paralinguistics

Paralinguistics refers to vocal communication that is separate from actual

language. This includes factors such as tone of voice, loudness, inflection,
and pitch. Consider the powerful effect that tone of voice can have on the
meaning of a sentence. When said in a strong tone of voice, listeners might
interpret approval and enthusiasm. The same words said in a hesitant tone
of voice might convey disapproval and a lack of interest.

4. Body Language and Posture

Posture and movement can also convey a great deal on information. We

communicate numerous messages by the way we walk, talk, stand and sit.

• Standing straight but not in a rigid way, and leaning slightly forward
communicates to students that you are approachable, receptive and
friendly.
• Speaking with your back turned or looking at the floor or ceiling should
be avoided; it communicates disinterest to your class.
• Body movements can convey various meanings and messages. Body
language may take two forms - unconscious movements and consciously
controlled movements.
• For example, when a person is bored, he may gaze around the room
rather than look at the speaker.
• When a person is nervous, he may bite his nails or mash hair. These are
usually made unconsciously. On the other hand, leaning forward toward the
speaker to express interest is the case of conscious body movements.

5. Proxemics

It is the study or space or distance that we maintain when talking to others.

The amount of distance we need and the amount of space we perceive as
belonging to us is influenced by a number of factors including social norms,
situational factors, personality characteristics, and level of familiarity. For
example, the amount of personal space needed when having a casual
 conversation with another person usually varies between 18 inches to four
feet. On the other hand, the personal distance needed when speaking to a
crowd of people is around 10 to 12 feet.

6. Eye Gaze/Eye contact

Looking, staring, and blinking can also be important nonverbal behaviors.

Staring (eye gaze) at another person can indicate a range of emotions,
including hostility, interest, and attraction.
Eye contact is an important channel of interpersonal communication. It
helps to regulate the flow of communication and signals interest in others.
Furthermore, eye contact with audiences increases the speaker’s
trustworthiness or credibility. Teachers who make eye contact open the
flow of communication and convey interest, concern, warmth, and
reliability.

7. Haptics

It is the language of touch. Communicating through touch is another

important nonverbal behavior. For example, in the context of our culture,
when one touches you from the back of the examination hall, your
understanding is that he wants to know something. Other examples include
hand shake to greet, congratulating someone by embracing(hugging) them
or patting on their back for appreciation.

8. Appearance

Our choice of color, clothing, hairstyles, jewellery, makeup and other factors
affecting appearance are also considered a means of nonverbal
communication.
• Appearance indicates the degree of importance or interest a person
conveys to an occasion. Through uniform, we can identify a student, a
doctor, a lawyer, a police officer, etc.
 • In an organization, one’s dress is keenly observed to see whether it
conforms to accepted standards of appearance. As an example, workers
may wear different clothes when they are on strike than they do when they
are working. If someone comes in casual wear for an interview then that
person will not be considered serious/sincere about the interview.
Therefore, people are likely to interpret or judge you based on your
appearance.

9. Silence

• Silence is a powerful tool for communication. It may have a positive or

negative meaning.
• In a classroom, silence indicates that students are listening carefully and
attentively. In the same way, through silence one can communicate his lack
of interest or a failure to understand. For example, silence often indicates
that a person receiving instruction does not understand the action required
or sometimes silence indicates consent.

Silence or pauses are equally important in a speech as it gives the speaker

time to think about what to speak next and it also gives time to the listener
to understand what has just been said by the speaker.

Use pauses whenever necessary in order to emphasize a point, grab

attention of the listeners. One can fill gaps in speech with filler words like
ummm, you know, I mean, ok etc. but too many pauses/filler words can
hinder fluency or show lack of knowledge.

Barriers to effective communication

Barriers of Communication: Communication is a process that covers series of steps
involving encoding, decoding and transmission. At every stage of the
communication process, however, there are barriers, which hinder or dilute the
flow of communication. The barriers to communication may arise out of
behavioral differences, differences in skills and understanding as well as physical
factors. As the process of communication involves sender, channels and receiver;
the problem of communication usually lies with either one or more of them.
There may be certain flaws in encoding and decoding the message, the channels
used may be defective or faulty. Some of these barriers may be categorized into
the following groups: (a) Semantic Barriers, (b) Physical Barriers (c) Organizational
Barriers (d) Psychological Barriers e) Emotional barriers f) Language barriers g)
Cultural barriers h) Medium barriers i) Mechanical barriers

Semantic barriers: The term ‘semantic’ refers to the systematic study of meaning
of the words. Semantic barriers are barriers related to language. They cause
obstructions in the process of receiving or understanding of the message during
the process of encoding or decoding ideas and words. The most common
semantic barriers are listed below:
i. Misinterpretation of words: Different people mean different
meanings while using the same word.
ii. Use of technical language: It is often found that technical people
use technical language, which is related to their profession which
is known as jargon. For eg: A manager handed over an important
document to a new assistant and told him to burn it( here burn
means copy in another computer.) But the new assistant took a
different meaning to the word burn and literally burn it with a
match stick. Doctors, lawyers, etc. uses a language which a layman
cannot understand that, due to lack of knowledge of that
language.
iii. Vocabulary deficiency of both the sender and the receiver may
cause semantic barrier to communication.
iv. Multiple meaning of the words in different context: Different
words are used in different ways as per the need/ message. For
instance consider the word, ‘out’ in following sentences:
• Get out of here
• Something is out of order in my car
 • The truth got out at last
• He really stands out in his class.
• The workers are going out on strike
Thus, the word ‘out’ conveys a different meaning when used in
different situations and thus miscommunication occurs.
Emotional Barriers:
This refers to excess of emotions or irrational emotions. One’s state of mind plays
an important role in act of communication. If the sender is worried, excited,
afraid, nervous, then he will not be able to organize his message properly.
Similarly, if the receiver is not in a proper state of mind, he may misinterpret the
message.
Medium Barriers:
Wrong choice of medium can cause a barrier to communication. If the sender
uses the wrong channel for the transmission of the message with is improper for
the audience. For example, if an expert uses a power point presentation for the
uneducated factory workers, then they will be unable to understand it.
Physical/Environmental barriers:
These are environmental factors which limit the sending and receiving of
messages. They include distance, time, noise etc.
i. Noise: It is the first major barrier to communication. Communication gets
disturbed by noise that occurs at the transmission level. For example, the
noise of traffic around a school obstructs the flow of information between
a student and a teacher. Similarly poor signal while talking over cell phone
or watching TV also disrupts communication. Bad weather conditions may
also sometimes cause barrier to communication. Adverse or extreme
weather conditions like, too hot or too cold surroundings do have a direct
effect on the effectiveness of communication. Too hot weather will cause
restlessness and humidity, whereas too cold weather makes a person feel
lazy to communicate.
ii. Time and distance: These may also obstruct the smooth flow of
information. For example, time difference between two different countries
may affect communication between two people. Another example will be
two people working in two different shifts may face problems in
communicating effectively.

Psychological barriers: They are similar to perceptional barriers

i. Selective perception: This means that the receiver selectively sees and
hears based on their needs, motivations, experience and expectations. In
communication, this tendency means that they hear what they want to
hear and ignore other relevant information.
ii. Prejudices/rigid opinions: People who are not open to discussions, new
ideas, viewpoints and have a closed mind may be a great barrier to
communication.
iii. Premature Evaluation: It is human tendency that we try to evaluate quickly.
We do not listen or read the whole, but try to infer from part of the
message. The moment we try to evaluate, we stop further message visible
to our sensory receptors. As a result, effective communication does not
take place because of premature evaluation. The premature evaluations are
mainly because of individuals being judgmental or are prejudiced against
communication.

Organisational barriers:
i. Complex organizational structure: A complex organizational structure
has long communication channels which subjects to breakdown of
communication. Like different branches of a firm.
ii. Too many levels in the organization: As the message has to pass through
many levels, there are chances of distortion, delays or total failure of the
message.
iii. Status consciousness: Differences in status and power between the
sender and the receiver may constitute another barrier. The subordinate
 feels very jittery, nervous in front of the supervisor and the supervisors
may be reluctant to pass complete information.

Language barriers: A language barrier in communication occurs when individuals

who speak different languages or dialects, or who have different levels of
proficiency in a common language, face difficulties in understanding each other.
Mechanical barriers: These barriers to communication are caused by issues with
the equipment or machinery used to transmit a message. Some examples of
mechanical barriers include:
• Power failures
• Audio or video problems on computers or cell phones
• Operating system failures
Cultural Barriers:
A cultural barrier in communication occurs mainly when communication happens
between people with different cultural backgrounds.

Ways to overcome communication barriers:

Barriers to communication can be overcome by:

• checking whether it is a good time and place to communicate with the
person
• being clear and using language that the person understands
• communicating one thing at a time, conveying words that are clear and
don’t have multiple meanings (in order to avoid ambiguity).
• checking that the person has understood you correctly
• communicating in a location that is free of distractions
 • acknowledging any emotional responses the person has to what you have
said.
• Selecting a appropriate medium of communication
• Be open minded and welcome other people’s opinions also
• Make sure the technical issues are avoided/gadgets are in a working
condition.
• Try to understand other people’s culture and language by communicating
and mixing up with them.
• Listen actively, practice empathy
• Attain a stable emotional state, keep your emotions in control while talking
to others.
• Keep the organizational structure simple. The number of hierarchical levels
should be optimum for the best control within the organization.
• Avoid Information Overload as it raises ambiguity, making daily decisions
and workplace communication challenging. Determine what’s relevant and
focus only on what's useful and important.

What is Active listening?

It is one way to listen better, by making a conscious effort to engage fully with
what someone's saying, and to understand what they really mean.

Importance/Benefits of Active Listening

• Builds trust: Active listening helps people feel heard and understood, which
can lead to trust and rapport.
• Resolves conflict: Active listening can help people understand different
points of view and avoid misunderstandings.
• Enhances relationships: Active listening can help people form meaningful
relationships.
 • Improves communication: Active listening can help people communicate
clearly and effectively.
• Promotes empathy: Active listening can help people understand things
from another person's perspective.
• Helps with problem-solving: Active listening can help people solve
problems and make better decisions.

Effective listening tips:

1. Pay Attention and avoid distractions
Give the speaker your undivided attention, and acknowledge the message.
Recognize that non-verbal communication also "speaks" loudly. So, look at the
speaker directly, put aside distracting thoughts, avoid being distracted by
environmental factors.
2.Show that you are interested
Use your own body language and gestures to show that you are engaged. Nod
occasionally, smile and use other facial expressions, make sure that your posture
is open and interested.
3. Provide Feedback
Our personal filters, assumptions, judgments, and beliefs can distort what we
hear. As a listener, your role is to understand what is being said and give response
or feedback. This may require you to reflect on what is being said and to ask
questions. So, reflect on what has been said by paraphrasing as it shows that you
are understanding the message. "What I'm hearing is... ," and "Sounds like you are
saying... ," are great ways to reflect back.

4. Summarize the speaker’s point and ask questions.

Ask questions to clarify certain points. "What do you mean when you say...
." "Is this what you mean?". Summarize the speaker's comments periodically
as it makes sure you have practiced active listening and understood the
speaker’s point.
5. Don’t interrupt the speaker

Interrupting is a waste of time. It frustrates the speaker and limits full

understanding of the message. Therefore, allow the speaker to finish each
point before asking questions and don't interrupt with counterarguments.

6. Make eye contact and don’t judge the speaker

Make direct eye contact with the speaker to show that you are listening, this
helps in building trust. Also, don’t judge them midway and jump to
conclusions without listening to the message fully.

7.Look for non-verbal cues/body language

Try to understand the speaker by observing his body language also, as facial
expressions, gestures, postures also convey meaning.

Active Listening Example

What does active listening look like? Here is an example of a conversation

in which several different active listening techniques are used.

Lisa: I'm sorry to dump this on you, but I had a fight with my sister, and we
haven't spoken since. I'm upset and don't know who to talk to.

Jodie: No problem! Tell me more about what happened. (open-ended

question)

Lisa: Well, we were arguing about what to do for our parents' anniversary.
I'm still so angry.

Jodie: Oh that's tough. You sound upset that you're not speaking because
of it. (reflecting what was heard)
Lisa: Yes, she just makes me so angry. She assumed I would help her plan
this elaborate party—I don't have time! It's like she couldn't see things
from my perspective at all.

Jodie: Wow, that's too bad. How did that make you feel? (another open-
ended question)

Lisa: Frustrated. Angry. Maybe a bit guilty that she had all these plans, and
I was the one holding them back. Finally, I told her to do it without me. But
that's not right, either.

Jodie: Sounds complicated. I bet you need some time to sort out how you
feel about it. (withholding judgment)

Lisa: Yes, I guess I do. Thanks for listening—I just needed to vent.

Problem Solving: Importance and techniques for effective

problem solving

Problem-solving skills refer to the ability to effectively identify, analyze, and

resolve problems or obstacles to achieve desired outcomes. These skills
encompass critical thinking, creativity, adaptability, and logical reasoning.
Whether it’s troubleshooting technical issues, resolving conflicts, or finding
innovative solutions, problem-solving skills empower individuals to navigate
challenges with confidence and ease.

The Importance of Developing Problem-Solving Skills

In today’s fast-paced world, the ability to tackle problems efficiently is highly
valued by both employers and individuals. Let’s explore why developing problem-
solving skills should be a priority for everyone:
1. Enhancing Workplace Productivity: Problem-solving skills play a crucial role
in driving output and effectiveness in the professional realm. Employees
 who can identify and address challenges promptly contribute to smoother
operations, streamlined processes, and improved outcomes.
2. Promoting Innovation and creativity: Problem-solving skills fuel innovation
by encouraging individuals to think outside the box and explore alternative
solutions. Those with strong problem-solving skills can devise creative
strategies, leading to innovative ideas.
3. Building flexibility and strength: Life is full of uncertainties, and having
strong problem-solving skills enables individuals to bounce back from
setbacks, adapt to changes, and overcome obstacles.
4. Effective Decision-Making: Problem-solving skills promote sound decision-
making by considering various options, evaluating potential outcomes, and
selecting the most favorable course of action.
5. Fostering Positive Relationships: Developing problem-solving skills
nurtures effective communication, collaboration, and conflict-resolution
abilities. These skills are essential for fostering healthy relationships in the
workplace and personal life, leading to improved teamwork and
harmonious relations.

Enhancing Problem-Solving Skills in the Workplace: Techniques to solve a

problem
Here are some strategies to enhance your problem-solving abilities in a
professional setting:
1. Embrace a Solution-Oriented Mindset: Instead of paying attention to
obstacles, focus on finding ways to overcome challenges and achieve
desired outcomes.
2. Seek Feedback and Learn from Experience: Actively seek feedback from
colleagues, supervisors, or mentors to learn from their experiences. Utilize
constructive criticism to identify areas for improvement and gather insights
to develop more effective problem-solving abilities.
 3. Collaborate and Communicate/Brainstorm ideas: Effective collaboration
and communication are vital for problem-solving success. Engage in open
and transparent communication with colleagues, leveraging their expertise
to brainstorm ideas, gather different perspectives, and collectively arrive at
innovative solutions.
4. Develop Analytical Thinking Skills: Enhance your analytical thinking skills by
immersing yourself in complex problem-solving exercises. Seek
opportunities to analyze data, identify patterns, and make informed
decisions based on evidence and logical reasoning.
5. Utilize Technology and Tools: Take advantage of technology and problem-
solving tools available in your industry. This includes software applications,
data analysis tools, and project management platforms that can streamline
processes and provide valuable insights.
6. Root Cause Analysis (RCA): It is a thorough and methodical technique
for a problem statement. Its purpose is to ensure that problems are
not simply patched over but actually solved so they do not happen
again. RCA usually involves mapping out the chain of causes and
effects leading to an issue. Going back to a problem's roots lets people
and companies figure out effective fixes that will last, put them into
place, and solve problems effectively.

By implementing these strategies, you can boost your problem-solving skills in the
workplace, contributing to your professional growth and overall success.
Conflict resolution
A conflict is usually as a disagreement or argument based on a perceived
difference, incompatibility, or violation of a shared agreement. Conflict
resolution refers to the process by which two or more different parties
reach a peaceful solution to a conflict.

Importance
Conflict resolution is crucial for both the workplace and client relationships.
Conflict resolution brings people together to figure out a solution to a
problem rather than pulling them apart. The goal of a workplace is to create
an inclusive environment of people that know how to manage and limit
conflicts. You can’t expect to have a conflict-free workplace, so instead, you
should aim to ensure everyone has the skills to handle conflicts in a
professional manner.

Conflict resolution also means that issues will get resolved much faster,
which can lead to greater efficiency in the workplace. Rather than dwelling
on an issue for hours or even days, you can resolve the issue quickly and
effectively so everyone can get back to work.

A poorly handled conflict can lose your business time and money, while
conflict resolution can improve your colleague relationships, employee
performance, and retention rates. Conflict resolution also builds teamwork,
as it brings people together to resolve an issue. When you’re able to put
aside your differences and come together to reach a conclusion that works
for everyone, it shows a lot of strength. It shows that you care more about
resolving the issue than being right in the situation. Conflict resolution is
essential in order to build strong working relationships that are based on
mutual respect and trust.

Overall, conflict resolution creates a positive and inviting company

environment so that your employees feel respected.

Negotiation Skills
Negotiation is an indispensable skill in both professional and personal
settings. It plays a critical role in conflict resolution and effective
communication. Mastering negotiation skills enables individuals to reach
agreements that benefit all parties involved, fostering collaboration and
improving relationships.

Negotiation is when two or more parties with differing needs and goals
discuss an issue to find a mutually acceptable solution. Effective negotiation
helps prevent misunderstandings, builds stronger relationships, and leads to
better solutions that satisfy all involved parties.

Example - An individual's new job offer may come with a low salary. An
employer's first offer is often not its best possible offer, so it may have some
room to negotiate. Even if a higher salary isn't feasible, the employer may
be willing to offer something additional, such as more vacation time or
better benefits. This is where the individual may succeed with good
negotiation skills.

Strategies for conflict resolution and negotiation

1. Address the conflict, not the person.

 While other people can become a source of frustration, it is important
to direct attention to the issue at hand instead of another negotiator’s
personality. Similarly, avoid responding to personal attacks. Focus on
the source of the problem.

2. Engage in active listening.

Conflicts are likely to stay if one party does not feel heard by the
other. Engage in active listening techniques like repeating back critical
information, reaffirming statements, and maintaining eye contact. The
result is a deeper understanding of the issue at hand, the other
negotiator’s needs, and mutual trust that would not develop in the
absence of true listening.

3. Find shared interests.

Although it is crucial to identify needs and desirable outcomes before

negotiations begin, when conflict arises, it is also important to identify
other negotiators’ needs and find common ground. Redefine the issue,
so both sides can identify needs and achieve a win, no matter how
small. Then, work together to develop a win-win situation.

4. Set an objective.

Of course, the desired outcome of the conflict resolution is an end to

conflict. However, it’s critical to develop an objective to work toward.
If the goal of the negotiations is to solidify a business deal and the
conflict revolves around price structure, the objective could be to
compromise on an acceptable price that provides value for the client
and profit for the company; the win-win, in this situation, is a clear
objective that requires give and take.

5. Determine the best alternative.

A skilled problem solver enters the discussion with the best alternative
in mind. It may present an opportunity to reduce conflict and promote
compromise between both the parties.

6.Mediation
 • Involves using communication skills, objectivity, and creativity to help
the parties reach a voluntary solution.

7.Compromise

• Involves both parties making concessions, which can be useful when

time is limited. Negotiation also involves bargaining to achieve
company objectives, such as building partnerships or strengthening
contracts

8.Patience

• Involves allowing time for emotions to settle, perspectives to clarify,

and issues to unravel

9.Accommodating

• Involves consenting to the other party's needs, which can be useful

when the relationship is more important than your goal.

10.Clear Communication

At the heart of both fields is the necessity for clear, concise, and effective
communication. This includes articulating your own needs and viewpoints clearly
and listening actively to others. In conflict management, poor communication can
escalate misunderstandings into full-blown disputes, while in negotiation, a failure
to communicate effectively can result in missed opportunities for agreement.

11. Emotional Intelligence/Remaining calm

Emotional intelligence is crucial for managing one’s own emotions and

understanding the feelings of others in both negotiating and managing conflicts.
High emotional intelligence allows individuals to approach negotiations and
disputes with empathy, manage stress effectively, and remain calm under
pressure.
12. Seeking Win-Win Outcomes/Collaboration

The aim in both negotiation and conflict management is often to achieve win-win
outcomes where all parties feel they have gained something of value. This
principle is about finding integrative solutions that do not merely compromise but
optimize the outcomes for all involved. It involves identifying opportunities for
collaboration and mutual benefit. Collaboration ensures that all parties are heard,
so the solution won’t favor one person over the other. For example, in a
workplace conflict over resource allocation, rather than dividing the resources
equally, identifying additional resources or alternate ways to enhance efficiency
might satisfy all parties more effectively.

13. Adaptability And Flexibility

Lastly, both negotiation and conflict management require adaptability and

flexibility. Being open to changing one’s stance and adapting strategies in response
to new information or shifting dynamics is critical. This flexibility can lead to more
innovative solutions and improve the agreement’s or resolution’s resilience over
time.
14. Don’t place blame
The last thing you want to do during a conflict is place blame on one another. You
shouldn’t point fingers, as this can escalate the conflict and make matters worse.
Instead, create a safe environment that doesn’t place blame on one specific
person. Instead, everyone should have an equal chance to speak without being
shut down. It’s crucial to let everyone get their feelings and thoughts out on the
table.

Role of communication in conflict resolution

The dissimilarity in the ideas and opinions of individuals result in a conflict.
Other causes of conflict may include non-verbal miscommunication, lack of
feedback, poor listening skills, unclear expectations etc. One needs to adjust
and understand the other to some extent to avoid conflicts and maintain
better relations. Conflicts and fights must be prevented to avoid its adverse
consequences like stress, anxiety and unnecessary tensions.

Communication has a big role to play in conflict management. It has been

observed that poor communication always results in misunderstandings and
eventually conflicts. Our communication has to be clear and precise to avoid
conflicts. First you yourself should be very clear about what you intend to
convey to the other individual.

The thoughts must be carefully put into sensible and relevant words for the
others to understand well. Never use words which might hurt the
sentiments of others and avoid using offensive sentences. Don’t use too
complicated terminologies as the other person might not understand it well.

Be very clear and straightforward what you expect from the other person .
Don’t always expect the other person to understand everything on his own.
Haphazard thoughts only add on to confusions and result in displeasure and
disagreements. If you want to meet your team member at 9 in the morning
at the conference hall, please remember to mention the correct timings
along with the venue as well as the agenda so that the participants come
thoroughly prepared. Don’t just communicate for the sake of it.

Don’t merely depend on oral communication, instead prefer

communication through email keeping each and every member in the loop.
Never ignore anyone just because you do not like him. It is generally
observed that conflict among individuals arises when they feel neglected or
left out. Transparency is essential at all levels for better understanding and
avoiding conflicts.

Communication must not be done with members separately but must be

on a common platform so that everyone gets the same picture.

Disagreements can arise anytime so make sure that the superiors are always
available to the subordinates. At workplaces, the hierarchy must not be too
complicated as it only adds to the confusions. People do not understand
whom to contact and start fighting among themselves only.
Never be loud and always be very careful about your pitch and tone. Be
polite and convincing. Make your point very clear but do not shout on others
as they might feel bad and it might go against you.

Build trust/Practice empathy -Effective communication builds trust by

demonstrating transparency and consistency. When employees feel they are
being heard and their concerns are addressed openly, trust is built, and the
resolution becomes more feasible. Understand other people by practicing
empathy, be open to their feedback and suggestions in order to solve
problems in a better manner.

An individual must not assume things on his own and overreact on petty
issues. Every individual has the right to express his views and one must first
listen to what the other person has to say.

When two individuals are interacting with each other, try not to speak in
between unless and until required. Always meet the other person with a
warm smile. Avoid being rude and harsh. Don’t just start shouting even if
you do not agree to the other person, sit with him face to face and make
him understand his mistakes.

Once you are through with your communication, do cross check with the
other person whether he has received the correct message or not. Wrong
messages lead to confusions and people lose their trust on each other. Make
sure you are very clear and transparent with your communication. Think
twice before you speak and never offend others.

Always learn to keep a control on your emotions and make sure your
communication is impressive and relevant for effective conflict
management.

Recognize and addressing nonverbal cues

Nonverbal communication, such as body language, facial expressions, and

tone of voice, plays a significant role in how messages are perceived. For
example, noticing that a colleague is anxious can prompt a more sensitive
approach to communication, potentially avoiding conflicts.
Use “I” Statements Instead of “You” Statements

Switching from “You” statements to “I” statements can change the tone of
the conversation and prevent the other party from becoming defensive. This
technique focuses on expressing your own feelings and perceptions without
blaming the other person. For example:

o Instead of saying, “You are always late to meetings,” you could say, “I
feel frustrated when meetings start late because it disrupts the
schedule for the day.”

o Use neutral language that focuses on the actions and events rather
than personal attributes. For example, discuss the specific issue of
missed deadlines rather than labelling someone as unreliable.