HUMAN

COMMUNICATION SKILL

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Introduction

Communication is a process by which

information is exchanged between
individuals through a common system of
symbols, signs, or behavior
•Communication is a dynamic
(constant change) process that takes place
around us all the time.
•Communication word derived from
Latin - commūnicāre, meaning "to share“
 Defination of communication

• Communication is a process in which

a message is transferred from one
person to other person through a
suitable media and the intended
message is received and understood
by the receiver.
 Defination of communication
• “A process by which two or more people
exchange ideas, facts, feelings or impressions
in ways that each gains a ‘common
understanding’ of meaning, intent and use of
message”
- Paul Leagens.
 Models of communication
• A communication model is a pictorial representation
of the communication process, ideas, thoughts, or
concepts through diagrams, etc. They can be
considered to be systematic representations of the
process that help us understand how communication
can be carried out.

• Communication models help in understanding the

potential barriers to effective communication, roles of
different elements involved, and the importance of
feedback for successful communication.
 communication models
important
• Understanding the communication process
• Analyzing communication problems
• Enhancing communication skills
• Guiding organizational communication
• Improving the message design
• Facilitating interpersonal communication
• Planning & evaluating communication campaigns
 8 different types of
communication models
 1. Aristotle’s model
Aristotle model of communication consists of 5 main elements which make
up the framework:
• Speaker -The one who conveys the message
• Speech - The message
• Occasion - Where/when/why the message is being conveyed
• Target audience - To whom the message is to be conveyed
• Effect - What impact did the message create?

Aristotle even identified three elements that have the power to improve
communication
• ethos (credibility)
• pathos (the ability to connect)
• logos (logical argument).
 2. Lasswell’s Model
The Lasswell model of communication attempts to
understand a communication event by asking five
important questions:-
1. Who? - The one who wants to convey the message
2. What?- The message that is to be conveyed
3. Which channel? - The medium used to convey the message
4. To whom? - Whom is the message conveyed?
5. What effect? - What effect did it have on the receiver?
 Shannon-Weaver Model
The Shannon Weaver model of communication considers communication to
occur in five parts:
1. Sender
2. Encoder
3. Channel
4. Decoder
5. Receiver.
 4. Berlo’s S-M-C-R Model
Berlo’s model of communication explains communication in four
steps: This model provides a thorough account of the key elements
in every one of the steps that will affect the manner in which the
message is communicated.
• Source: The elements included in the source are the sender’s
communication skills, attitude, and culture.
• Message: The elements included in the message are the content,
structure, and code of the message.
• Channel: The elements included in the channel are the senses of
hearing, seeing, touching, smelling, etc.
• Receiver: The elements of the receiver are their attitude,
knowledge, and culture.
 Osgood-Schramm Model
• This model considers communication to be equal and reciprocal.
It has no differentiation between the sender and receiver. In this
model, it is believed that encoder and decoder keep interchanging
roles of sending and receiving.

• The Osgood-Schramm model of communication is the most

appropriate model for explaining and analyzing personal
synchronous communication in which feedback is instantaneous
like in face-to-face conversations. Since feedback is immediate, it
is possible to reduce noise through the continuous clarification of
messages throughout the conversation flow.
 The Westley & Maclean Model
The Westley & Maclean Model is more of a mass communication model. It discusses
these essential components:
1. Environment- The actual stimuli for any conversation
2. Sensory Experience - The experience that makes them want to send the
message
3. Source Sender - The one who sends the message
4. The object of the orientation of the source - The belief of the sender that led to
the initiation of that message
5. Receiver- The one received the messageFeedback - Receivers input to the
message
6. Gatekeepers- The one who modifies/provides feedback to the messages before
they are conveyed. (Usually involved in mass communication)
7. Opinion Leaders- Influence holders who can change the impact of the message
(Usually involved in mass communication
 Barnlund’s transactional
model
Barnlund's communication model examines interpersonal,
immediate-feedback communication. It holds the idea that
feedback for the sender is the reply for the receiver
central to the approach.
Barnlund’s transactional model of communication also
emphasizes the role of cues in impacting your
communication. It sheds light on public cues
(environmental cues) and private cues (your own personal
thoughts and background).
 Cont.....
Barnlund’s transactional model of communication
consists of 5 main elements:
• Communicators
• Encoding
• Message
• Channel
• Decoding
 Dance’s Helical Model
• In 1967, Frank Dance has proposed the communication model Dance’s Helix
Model. The name helical comes from “Helix” which means an object having a
three-dimensional shape like that of a wire wound uniformly around a cylinder or
cone. He shows communication as a dynamic and non-linear process.
• Frank Dance explains the communication process based on this Helix structure and
compares it with communication.
• In the Helix structure, the bottom or starting is very small then it gradually moves
upward in a back and forth circular motion which forms the bigger circle in the top
and it is still moves further.
• The whole process takes some time to reach. As like helix, the communication
process starts very slowly and defined small circle only. The communicators
shared information only with a small portion of themselves to their relationships.
• Its gradually develops into next level but which will take some time to reach and
expanding its boundaries to the next level.
• Later the communicators commit more and shared more portions by themselves.
Dance’s Helical Model
 Other model of communication
1. Cognitive Communication Models
Models 8. Interpersonal Communication
2. Relational Communication Models
Models 9. Public Communication Models
3. Cultural Communication 10. Mass Communication Models
Models 11. Intercultural Communication
4. Mediated Communication Models
Models 12. Critical Communication
5. Integrated Communication Models
Models
6. Network Communication
Models
History of human communication
• The Existing Foundations
• Oral Era: The Emergence of Verbal Communication
• Written Era: The Rise of Written Communication
• Print Era: The Influence of Technology
• The Language of Symbols
• Digital Era: Nonverbal Communication in the Digital Age
 The Existing Foundations

Communication traces its roots back to our earliest human

ancestors. While our distant predecessors lacked language
as we know it, they communicated through early forms of
nonverbal expression. Gestures, facial expressions, and
body language served as the foundation for conveying
emotions, intentions, and basic information.
Oral Era: The Emergence of Verbal
Communication

The development of spoken language marked a pivotal

moment in the evolution of communication. Around 100,000
years ago, Homo sapiens began to employ vocalizations and
simple sounds to convey specific meanings. These early verbal
expressions laid the groundwork for the complex language
systems we use today.
Written Era: The Rise of Written
Communication
The advent of writing revolutionized human
communication, providing a means to record and
preserve information over long periods. Ancient
civilizations such as the Sumerians, Egyptians, and
Chinese independently developed written scripts,
allowing for the exchange of knowledge, the
dissemination of ideas, and the growth of societies.
Print Era: The Influence of
Technology
Technological advancements have consistently propelled
communication forward. The invention of the printing press in
the 15th century facilitated the mass production of books,
enabling the spread of knowledge on an unprecedented scale.
The telegraph, telephone, and eventually the internet further
transformed communication, making real-time global
connections possible.
The Language of Symbols

Visual communication has played a crucial role in

human history. From ancient cave paintings to
modern-day symbols and emojis, humans have long
relied on visual representations to communicate
complex ideas. Symbols transcend language barriers,
offering a universal means of conveying messages.
 Digital Era: Nonverbal
Communication in the Digital Age
While face-to-face interaction remains a fundamental mode of
communication, the rise of digital platforms has given birth to new
forms of nonverbal communication. Emoticons, emojis, gifs, and
memes have become integral to online conversations, allowing
individuals to express emotions and add nuances to their messages.
Principle of human communication
 1. Principle of Conciseness
The principle of Conciseness states that the message should be conveyed
in concise form i.e. in the best shortest possible way. In other words, the
message or information should be articulated completely in such a way
that it is forwarded to the desired audience or receivers in fewer words
or signals. By following this principle, individuals and organizations can
save time and cost as well. It also helps in a much better understanding
of the message by excluding unnecessary and excessive parts of the
message. This way, it is more convenient to understand the concise
message by the receiver as well.
 2. Principle of Clarity
While communicating, clarity or clear communication is also an
important aspect for individuals and in business communication. By
following the clarity principle of communication, one can focus on a
specific message at a time. So, the message that is being conveyed must
be clear. It also helps the receiver to easily understand the given message
or idea. Due to clarity, there is much appropriate and exact message
transmission. Clarity should be there while communicating through
verbal words or in writing.
3. Principle of Correctness
One can better understand or interpret the more accurate
message. The guidelines for correct or accurate
communication are covered under the principle of
correctness. If the message is correct then its impact is
also great and it also boosts the confidence of the sender.
So, the correct use of language is essential in effective
communication and it also increases the trust factor
between the sender and receiver.
4. Principle of Concreteness
The clear and particular message is defined as a concrete message.
The concreteness principle of communication states that while
communicating, the message should be to the point or specific,
definite, and clear instead of being general or unclear. Concrete
communication includes facts and figures to strengthen the
message or idea. As the message is clear and specific, there are
minimal or zero chances of misinterpretation of the message.
5. Principle of Completeness
The next principle of communication states that communication
should be complete to be effective. A message is said to be complete
when the recipients of the message receive all the necessary
information that they want to be informed. It also consists of a call
to action i.e. a statement that is specifically meant for getting instant
response from the receiver. The facts and figures in messages are
also part of it. The more complex communication sometimes
requires additional information or more elaboration so that there is
no doubt for the audience or receivers.
6. Principle of Courteousness

The principle of courteousness states that while

communicating, the sender should show respect to the
audience or receiver. So, the sender should be polite,
enthusiastic, reflective, and sincere. Being courteous is when
the sender takes care of own and receiver’s feelings. These
messages are focused on the audience, positive, and unbiased.
 7. Principle of Coherence

The communication should be coherent i.e. both consistency and

logic should be part of the sender’s message. Without being logical
or coherent, the main purpose or idea behind the message can’t be
conveyed properly. All terms of the message should be
interconnected and relevant to the message being conveyed.
Moreover, consistency should be maintained in the communication
flow.
 Communication language
Language is a medium that helps in the sending of thoughts and
feelings of two individuals. Similarly, Language allows us to express
our feelings and thoughts via sounds, symbols, written or spoken
words, posture, gestures or signs, etc.
• written language,
• spoken language,
• body language and
• listening language.
• Visual Language
• written language- A written language is the representation of a
language by means of writing. This involves the use of visual
symbols, known as graphemes, to represent linguistic units such as
phonemes, syllables, morphemes, or words.
• spoken language- Spoken language is just as it sounds:
it's language that is spoken versus language that 's written or
expressed non-verbally. Spoken language involves the actual use of
speech or related utterances that convey meaning to share thoughts
or other information.
• Body language is a range of nonverbal signals that you can use to
communicate your feelings and intentions. These include your
posture, facial expressions, and hand gestures.
•
Listening refers to the ability to receive and comprehend
communications or Listening is the ability to accurately receive and
interpret messages

A visual language is a system of communication using visual

elements. Visual languages helps users perceive and comprehend
visible signs.
Chareterstic of good language

• Language Is Arbitrary
• Language Is A Social Phenomenon
• Language Is A Symbolic System
• Language Is Systematic
• Language Is Vocal, Verbal, And Sound
• Language Is Non-Instinctive, Conventional
• Language Is Productive And Creative
• Language Is Unique, Complex, And Modifiable
 Interveiwing

• Interviewing is the activity of asking people questions about

themselves for newspaper articles, television shows, etc

• An interview is a structured conversation where one

participant asks questions, and the other provides answers.

• In common parlance, the word "interview" refers to a one-

on-one conversation between an interviewer and
an interviewee.
 Types of interview

1. One-on-One Interviews
2. Panel Interviews
3. Group Interviews
4. Phone or Web Conference Interviews
5. Structured interview
6. Unstructure interview
 Process of interview

1. Identify the purpose

2. Plan and prepare
3. Be careful with personal data
4. Set ground rules, if appropriate
5. Use appropriate body language throughout the interview
6. Use different questioning techniques
7. Make sure your interviews are free from discrimination
8. Give others ample opportunity to speak
9. Assess the potential
10.Conclude interviews properly
Principle of interview
 Social cultural variation in
communication
1. Cultural Differences in Communication may cause several serious
concerns that might affect the business and the working relationship.
2. The hundreds of cultural differences in communication
from country to country. Cultural diversity makes
communication hard.
3. it can be extremely delicate because people from
different cultures might have diverse behaviors,
language, signs, expressions
4. cultural differences in communication to build
professional relationships.
 Cont…..

1. Body Language and Space

2. Addressing People
3. Cultural & Language Barriers
4. Cultural Barriers in the Workplace
5. Gift Giving
6. Table Manners: An Overview of Cross Cultural Dining
Etiquette
 Body Language and Space

1. Body language and Space accounts for around 55% of

communication. In situations where there is a language barrier,
that percentage becomes even higher.
2. In some cultures, eye contact is important, whereas
in a few cultures eye contact is disrespectful. For
example, in the US, it’s common decency to look
someone in the eye when they’re talking to you. In
Indonesia, the opposite is true. In fact, maintaining
direct eye contact is seen as disrespectful.
3. Certain hand gestures can be offensive in
different countries, too. While a thumbs up or a
 Addressing People
1. first impressions are everything, so it’s essential that
you get things right from the first point of
communication.
2. That means addressing people in an appropriate
manner. Find out whether it’s more acceptable to use
someone’s first name, surname or title before
reaching out to them.
3. Some cultures do this more formally than others. For
example, in Thailand, it’s common for workers to
address their bosses as ‘father’ or ‘mother’ when
business relations are particularly good.
Cultural & Language Barriers

1. Effective communication can be difficult when parties don’t

share a common language.
2. When speaking to people across different cultures, you
need to be aware of few words and phrases can’t be directly
translated into other languages.
3. It would be best if you were especially careful when
using idioms in communications. While their meanings
may seem obvious to you, they can be entirely baffling for
non-native speakers.
4. In any case, it’s polite to try and learn at least a few words,
like ‘hello’ and ‘thank you’ in the other party’s language.
They’re bound to appreciate the effort.
 Conflict

1. Dealing with conflict can be a complex and delicate

issue , When we add language or cultural barriers, they
become even more difficult.
2. It’s important to be aware of how different cultures respond
to these types of situations. For example, in many Western
cultures, it’s common to approach someone directly about a
problem or disagreement you may have with them.
However, Asian cultures can be very different.
 Gift Giving

1. In some culture , it’s common to give gifts. Before you do

so, it’s crucial that you read up on the local etiquette with
regards to gift giving.
2. Certain gifts may be inappropriate in some cultures. In
others, the act of giving a gift at all may be a complete no-
no.
3. Once you’ve given or received a gift, what do you do next?
This is another important step to think about.
4. In some cultures, you’re expected to open it right away, in
the presence of the person who gave it to you. In others,
it’s polite to take it home and open it in private.
 Table Manners: An Overview of Cross
Cultural Dining Etiquette
1. If you find yourself having a meal as part of your meeting,
you’ll have to be aware of the local dining etiquette for eating,
too.
2. Do you eat with hands or with utensils? Do you have your own
individual dish or do you share lots of smaller ones with the
rest of the table?
3. In some countries, it’s polite to finish everything on your plate.
However, in others, this means that you aren’t satisfied.
Sometimes, it’s more polite to leave a little food behind.
4. At the end of it all, who pays the bill? This one can be
particularly tricky.
5. These are all things that you’ll have to think about when
you’re breaking bread with business partners.
appropriate communication with cultural
diversity

1. Maintain etiquette
2. Avoid slang
3. Speak slowly
4. Keep it simple
5. Practice active listening
6. Take turns to talk
7. Write things down
8. Avoid closed questions
9. Be careful with humor
10. Be supportive
Skillsfor nurse during interview
patients’.
1. Active listening
2. Adaptive questioning
3. Nonverbal communication Empathy, validation, and
reassurance
4. Partnering and summarization
5. Transitions and empowerment
 Active listening

1. Nurses must do more than simply listen when

conducting a health history assessment—they
must actively listen. Active listening involves fully
comprehending what a patient is communicating
through both verbal and nonverbal cues (such as
body language), as well as the patient’s emotional
state. Complete concentration is essential during a
nursing assessment. Listen carefully, using verbal
and nonverbal prompts to encourage the patient to
expand on his or her symptoms and the
circumstances surrounding them.
 Adaptive questioning

1. Also referred to as guided questioning, adaptive questioning

helps you encourage a patient to fully communicate without
interrupting the flow of his or her narrative. Start with general
questions, making them more specific as you move through
the interview. Health assessments in nursing require
questioning that elicits a graded response versus a yes or no
reply. A series of questions, asked one at a time, often helps
patients open up, as does offering multiple choices for
answers. Request additional information when necessary by
asking the patient to clarify their statements. Repeating his or
her statements (a technique called echoing) is also helpful, as
is using verbal and nonverbal continuers, such as nodding
 Nonverbal communication
1.

Nursing assessments also require that you be in tune

with a patient’s nonverbal communication, such as
posture, eye contact, facial expression, and the like.
Reading and understanding these nonverbal cues
help nurses understand patients more fully, and
using nonverbal communication of their own—such
as mirroring a patient’s position or using therapeutic
physical contact (placing a hand on the patient’s
arm, for example)—can further augment the health
history assessment.
 Empathy, validation, and
reassurance
1. Empathy is key in nursing health assessments, as it
demonstrates that you understand and care about what a
patient is experiencing and helps establish a trusting
nurse–patient relationship. Empathic responses during a
health history assessment interview can be both verbal (“I
understand”) and nonverbal (such as offering a tissue if
the patient is crying). Beyond being empathic, be sure to
validate patients’ feelings to help reassure them that their
emotions are natural and reasonable and their problems
are understood and will be fully addressed.
Partnering and summarization

1. Another essential element of a nursing health assessment

is expressing to the patient that you are committed to
forging a continuing partnership dedicated to his or her
wellness. Even if you’re still enrolled in a nursing program
—such as a Bachelor of Science in Nursing or RN program
—as a student, this support can make a tremendous
difference in a patient’s life. As you conduct your interview,
summarizing what the patient has said is also helpful, as it
demonstrates that you’ve been listening and can fill in
holes in the patient’s story.
Transitions and empowerment

1. Health problems can elicit feelings of anxiety in patients.

One way to put their fears at ease is to use transitions
during their health history assessment to let them know
what they should expect next, such as a change in subject
matter or a physical examination. Patients also feel
vulnerable when they’re experiencing health problems,
making it essential to empower them with the idea that
their participation in the process and working closely with
their medical team can make a positive difference in their
outcomes.