PYE352 Psychological skills in organization

Unit 2
COMMUNICATION
Definition of Communication

Communication is the act of sharing information between individuals or groups. It’s not just
about speaking; it includes listening, observing, and understanding too. When we
communicate, we try to create a shared understanding—whether it’s of a fact, an emotion, a
request, or an idea.

For example: When a teacher explains a topic in class and a student nods in understanding,
that’s effective communication.

Process of Communication

Communication is a dynamic, interactive process with several important steps:

1. Sender: The person who wants to communicate an idea or feeling. They start the
communication.
o Example: A teacher who wants to explain a concept.
2. Message: The information, thought, or idea the sender wants to share.
o Example: “Photosynthesis is the process plants use to make food.”
3. Encoding: Turning the message into words, symbols, or gestures.
o Example: Saying it aloud, writing it down, or drawing a diagram.
4. Medium/Channel: The way the message is delivered.
o Example: Spoken words, emails, phone calls, gestures, or even facial
expressions.
5. Receiver: The person who gets the message.
o Example: A student listening to the teacher.
6. Decoding: The receiver interprets or makes sense of the message.
o Example: The student understands the concept based on the explanation.
7. Feedback: The receiver’s response, which lets the sender know whether the message
was understood.
o Example: A question, a nod, or saying “I understand.”
8. Noise: Any barrier that affects the clarity of the message.
o Example: Poor internet connection, distraction, misunderstanding of a word, or
emotional stress.
TYPES OF COMMUNICATION
1. Intrapersonal Communication

 Definition: This is communication within yourself. It’s how you talk to yourself—
your thoughts, self-reflection, and inner dialogue.
 Why it's important: It helps you understand your feelings, prepare for interactions,
and make decisions.

Example: When you think, “Should I speak up in the meeting?”—that’s intrapersonal

communication.

2. Interpersonal Communication

 Definition: This is direct communication between two or more people, either face-to-
face or through other mediums (like texting or video calls).
 It is mutual, involves feedback, and happens in real-time or delayed settings.

Key Aspects of Interpersonal Communication

1. Message Exchange – It's not one-sided. Both people share and receive information.
o Example: A dialogue between friends.
2. Mutual Understanding – Both parties aim to understand each other’s thoughts and
emotions.
o Example: Clarifying questions like “Did you mean this?”
3. Contextual Influence – The situation, culture, and relationship influence how
messages are understood.
o Example: Talking to a friend vs. talking to your boss will differ in tone and
words.
 4. Relationship Building – Communication builds emotional bonds, trust, and
connection.
o Example: Talking through a disagreement can strengthen a relationship.
5. Feedback Loop – It includes real-time or delayed responses that shape the
conversation.
o Example: Nodding during a conversation shows you’re listening.

Importance of Interpersonal Communication

 Enables teamwork in personal and professional life.

 Helps resolve conflicts calmly.
 Builds emotional bonds and trust.
 Encourages openness and collaboration.
 Necessary for healthy relationships, at home and at work.

Skills for Effective Interpersonal Communication

1. Active Listening – Fully focusing on the speaker without interruption.

2. Empathy – Understanding and sharing the feelings of the other.
3. Clarity and Conciseness – Speaking clearly and avoiding confusion.
4. Non-Verbal Sensitivity – Reading facial expressions, tone, and gestures.
5. Assertiveness – Expressing your thoughts respectfully without aggression.
6. Respect and Open-mindedness – Valuing the other person’s opinions.
7. Conflict Management – Finding peaceful resolutions to disagreements.

VERBAL COMMUNICATION
1. Oral Communication in the Workplace

Definition:

Oral communication is the spoken exchange of information in real-time—whether face-to-

face or through devices (phone, Zoom, etc.).

Examples in the Workplace:

 Team meetings
 One-on-one discussions
 Phone/video calls
 Presentations and briefings
 Interviews
 Client interactions
✅ Advantages of Oral Communication:

1. Immediate Feedback
o Questions can be answered instantly, and misunderstandings cleared on the
spot.
o Example: A team member asks for clarification during a meeting.
2. Personal and Human Connection
o Helps build relationships and trust.
o Example: Face-to-face appreciation or concern carries emotional tone.
3. Time-Saving
o Faster for conveying urgent information.
o Example: A quick update in person is faster than writing an email.
4. Expressiveness
o Tone, pitch, and emotions help convey the message more clearly.
o Example: A passionate presentation motivates the team.

❌ Disadvantages of Oral Communication:

1. No Permanent Record
o Details may be forgotten or misquoted.
o Example: Verbal agreements may cause confusion later.
2. Misunderstanding Due to Tone or Accent
o The way something is said may be misinterpreted.
o Example: A sarcastic tone might be taken seriously.
3. Difficult to Organize Complex Information
o Hard to follow if not well structured.
o Example: Explaining complex procedures verbally may confuse listeners.
4. Noise or Distraction Can Interfere
o Background noise or stress can make it hard to focus or listen.

🔸 2. Written Communication in the Workplace

Definition:

Written communication uses written words—in print or digital form—to share information.

Examples in the Workplace:

 Emails
 Reports
 Company memos
 Policies and guidelines
 Meeting minutes
  Project proposals

✅ Advantages of Written Communication:

1. Permanent Record
o Provides documented proof and reference.
o Example: Policy guidelines in writing are useful for future compliance.
2. Well-Structured and Organized
o Encourages clarity and planning.
o Example: A project proposal outlines steps in a logical sequence.
3. Useful for Complex Information
o Easier to explain charts, statistics, procedures.
o Example: A report detailing monthly performance.
4. Can Be Shared and Distributed Easily
o Sent to many people across locations.
o Example: Mass emails or shared documents.

❌ Disadvantages of Written Communication:

1. No Immediate Feedback
o Can lead to delay in clarifying doubts.
o Example: An urgent question via email might take hours to get answered.
2. Risk of Misinterpretation
o Without tone or body language, meaning may get lost.
o Example: A firm-sounding email may seem rude.
3. Time-Consuming
o Requires time for drafting, editing, and proofreading.
4. Language and Grammar Issues
o Poor writing affects professionalism and clarity.

NON-VERBAL COMMUNICATION
Definition: Communicating without words through gestures, facial
expressions, tone, body language, and more.

Types of Non-Verbal Communication

1. Facial Expressions – Convey emotions like happiness, sadness, anger.

2. Gestures – Movements like hand waves, nods, or pointing.
3. Posture – Standing tall vs. slouching shows confidence or disinterest.
4. Eye Contact – Shows attention and honesty.
5. Paralanguage – Tone, pitch, volume—how something is said.
6. Proxemics – Use of space; standing too close may feel invasive.
 7. Haptics – Use of touch (like handshakes or hugs).
8. Appearance – Clothes, grooming, accessories affect first impressions.

Examples in the Workplace:

 Nodding to show agreement.

 Maintaining eye contact during interviews.
 Smiling to appear approachable.
 Professional dressing to reflect competence.
 Using hand gestures during presentations.
 Sitting upright in meetings to show attentiveness.

✅ Advantages of Non-Verbal Communication:

1. Reinforces Verbal Messages

o Adds clarity or emotion to spoken words.
o Example: A smile when welcoming a client shows warmth.
2. Crosses Language Barriers
o Universal cues like facial expressions or hand gestures help when language
differs.
o Example: A thumbs-up to signal approval.
3. Builds Rapport and Trust
o Eye contact and open posture encourage openness.
o Example: Managers using calm, open gestures reduce employee anxiety.
4. Quick and Instant
o Non-verbal cues are immediate.
o Example: A raised eyebrow conveys doubt faster than saying it

Barriers in Communication
Definition:

Barriers in communication are obstacles that prevent the message from being received,
understood, or interpreted as intended. These barriers can occur at any stage in the
communication process—while encoding, transmitting, or decoding the message.

They can lead to misunderstandings, confusion, emotional distress, and even conflicts if
not recognized and addressed.
Types of Barriers in Communication & How to Overcome
Them

1. Physical Barriers

What are they?

These are external, environmental factors that obstruct the physical transmission of a
message.

Examples:

 Noise in the environment (traffic, construction sounds).

 Physical distance between sender and receiver.
 Poor infrastructure (bad phone connection, broken microphones).
 Closed doors or walls separating speakers.

How it affects communication:

 Interrupts concentration.
 Makes it hard to hear or see non-verbal cues.
 Causes delay or distortion of message.

How to Overcome:

 Choose a quiet and comfortable setting for communication.

 Use technology tools effectively (microphones, clear video/audio connections).
 Reduce distractions and ensure face-to-face interaction when necessary.
 In remote settings, ensure stable internet or mobile connection.

2. Psychological Barriers

What are they?

These are internal mental or emotional states that affect how a message is sent or received.

Examples:

 Stress, anxiety, or anger.

 Low self-esteem or confidence.
 Prejudices, assumptions, or past experiences.
 Fear of being judged or misunderstood.

How it affects communication:

  Distorts perception and judgment.
 Causes overreaction or underreaction.
 Prevents open and honest dialogue.

How to Overcome:

 Practice emotional regulation (deep breathing, pausing before reacting).

 Develop self-awareness of your emotional state before communicating.
 Be empathetic and non-judgmental toward others.
 Create a safe, supportive environment where emotions can be shared.

3. Language Barriers

What are they?

When the sender and receiver do not share a common language or when technical jargon,
slang, or complex vocabulary is used.

Examples:

 Different native languages or dialects.

 Using abbreviations or jargon unfamiliar to the listener.
 Poor vocabulary or grammar.

How it affects communication:

 Leads to misunderstanding or total confusion.

 Prevents full comprehension of the message.
 Creates frustration or disinterest.

How to Overcome:

 Use simple, clear, and common language.

 Avoid jargon, idioms, and overly technical terms.
 Use visual aids or examples to clarify meaning.
 Encourage the listener to ask questions or paraphrase for clarity.

4. Cultural Barriers

What are they?

Differences in cultural norms, beliefs, traditions, or communication styles.

Examples:

 Differences in gestures (e.g., nodding may mean “no” in some cultures).

  Varying views on personal space, eye contact, or authority.
 Different values or social expectations.

How it affects communication:

 Causes misinterpretation or offense.

 Creates discomfort or avoidance.
 May lead to stereotypes or bias.

How to Overcome:

 Develop cultural sensitivity and awareness.

 Avoid making assumptions based on culture.
 Respect differences in values and styles.
 Ask polite questions if unsure about someone's customs or reactions.

5. Semantic Barriers

What are they?

Related to misunderstanding the meaning of words or symbols due to differences in

interpretation.

Examples:

 Words having multiple meanings (e.g., “fine” can mean okay or penalty).
 Misuse of words or ambiguous expressions.
 Abstract language or vague statements.

How it affects communication:

 Confuses the receiver.

 Alters the meaning of the message.
 Prevents accurate understanding.

How to Overcome:

 Be precise and specific in your message.

 Avoid using ambiguous or abstract terms.
 Clarify definitions when necessary.
 Use feedback to check understanding.

6. Organizational Barriers

What are they?

Barriers that arise due to the structure or system within an organization or group.

Examples:

 Long chains of communication.

 Lack of communication policies.
 Power dynamics and hierarchy.
 Filtering of information by middle management.

How it affects communication:

 Delays message delivery.

 Alters the original message.
 Creates gaps in transparency and decision-making.

How to Overcome:

 Use direct communication channels when possible.

 Implement clear communication protocols.
 Encourage open-door policies and flat structures.
 Promote two-way communication between all levels.

7. Perceptual Barriers

What are they?

When individuals see things differently based on their personal experiences, beliefs, or
expectations.

Examples:

 One person sees feedback as helpful; another sees it as criticism.

 Differing perceptions of tone or intention.
 Misjudging someone based on stereotypes.

How it affects communication:

 Distorts the meaning of the message.

 Prevents mutual understanding.
 Leads to defensive or negative reactions.

How to Overcome:

 Check assumptions and ask for clarification.

 Engage in active listening.
 Practice empathy to see from the other’s point of view.
 Summarize or rephrase what you heard to ensure accurate interpretation.
8. Technological Barriers

What are they?

Challenges that come from using or depending on technology to communicate.

Examples:

 Internet connectivity issues.

 Poor sound or video quality in calls.
 Misinterpretation of tone in texts or emails.
 Overreliance on digital tools leading to reduced face-to-face interaction.

How it affects communication:

 Interrupts the flow of conversation.

 Increases chances of miscommunication.
 Leads to disengagement or lack of clarity.

How to Overcome:

 Ensure reliable tech infrastructure.

 Double-check messages before sending, especially in formal communication.
 Use video or voice when tone is important.
 Balance digital and in-person communication.

ACTIVE LISTENING
Definition

Active listening is not just hearing words—it means fully concentrating, understanding,
responding, and remembering what is being said.

Importance of Active Listening

 Builds trust and respect.

 Prevents misunderstandings.
 Helps in learning and absorbing information.
 Shows the speaker they are valued.
How to Practice Active Listening

1. Give Full Attention – Eliminate distractions; look at the speaker.

2. Use Positive Body Language – Nodding, smiling, showing interest.
3. Avoid Interrupting – Let them finish before speaking.
4. Paraphrase and Summarize – Reflect back what you understood to confirm.
5. Ask Open-Ended Questions – To explore their thoughts more deeply.
6. Verbal Encouragement – “I see,” “That makes sense,” to show engagement.
7. Manage Emotions – Stay calm even if you disagree.
8. Practice Empathy – Try to understand their perspective emotionally and
intellectually.

FEEDBACK
Definition

Feedback is a reaction or response to someone’s communication, performance, or behavior. It

helps the other person understand how their message was received.

How to Give Effective Feedback

1. Be Specific – Talk about clear examples.

o “In your presentation, you explained point A very well.”
2. Be Constructive – Offer solutions or suggestions.
o “Next time, you could speak a bit louder.”
3. Be Timely – Share feedback soon after the event.
4. Use “I” Statements – Focus on your own perspective.
o “I felt confused when the instructions weren’t clear.”
5. Balance Positives and Negatives – Avoid only pointing out flaws.
6. Stay Objective – Focus on the behavior, not the person.
o “The report had some data missing,” instead of “You’re careless.”

How to Receive Feedback Effectively

1. Listen Without Defensiveness – Stay open to improvement.

2. Ask for Clarification – “Can you give an example?”
3. Reflect – Don’t react immediately—think it through.
4. Thank the Person – Appreciate their input.
5. Apply the Feedback – Use it to make real improvements.