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Communication Skills Notes

The document is an introduction to communication skills, outlining the nature, purpose, and characteristics of communication. It emphasizes the importance of effective communication and provides techniques for overcoming common breakdowns in communication. Additionally, it includes a case study on delivering bad news to a team while maintaining morale and fostering transparency.

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398 views15 pages

Communication Skills Notes

The document is an introduction to communication skills, outlining the nature, purpose, and characteristics of communication. It emphasizes the importance of effective communication and provides techniques for overcoming common breakdowns in communication. Additionally, it includes a case study on delivering bad news to a team while maintaining morale and fostering transparency.

Uploaded by

wafiqmohameddoo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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DCU 100: INTRODUCTION TO

COMMUNICATION SKILLS

LESSON 1

NATURE OF
COMMUNICATION
Ann Mwangi
Icebreaker activity:
 Start the class by having students introduce

themselves to the class and share one


interesting fact about themselves. This
activity can help students get to know each
other and feel more comfortable participating
in class.
EXPECTED OUTCOMES
Upon completion of this chapter, you should be
able to:
 1 Know the principal concepts of communication.
 2 Understand the communication process and its

elements.
 3 Know why communication succeeds or fails.
 4 Recognize the techniques that help in

communicating a message accurately.


 5 Understand the universal elements in

communication
THE ROLE OF COMMUNICATION

 The skills of effective communication do not


come automatically to most people. As a result,
human beings are often poor communicators; a
failure in communicating one’s purpose and
ideas accurately to others.
COMMON INDICATORS OF BREAKDOWN IN
COMMUNICATION
It is common to hear colleagues or friends say something like,
 “Sorry, I did not realize that you wanted me to…”,

 “I would have changed the arrangement, but nobody told

me...”,
 “Well, I did not know you were to leave so soon…”

 “But what was the point of this discussion?”

 Each of these remarks indicates the regret and disappointment

felt by the speaker for having failed to live up to what was


expected of him or her. Such remarks indicate a failure in
communication. And when communication fails, the intended
result is adversely affected.
DEFINING COMMUNICATION

The word communication is derived from the Latin communis, which


means “ common”.

Natural activity of all humans, which is to convey opinions, feelings,


information, and ideas to others through words (written or spoken), body
language, or signs.

George Vardman defines effective communication as “purposive


symbolic interchange resulting in workable understanding and agreement
between the sender and the receiver”. This interchange of information,
ideas, and thoughts may occur via different modes: words (oral and
written), signs, and gestures.
DEFINING COMMUNICATION

 Keith Davis says that communication is “the transfer of


information and understanding from one person to another
person. It is a way of reaching others with facts, ideas,
thoughts and values. It is a bridge of meaning among people
so that they can share what they feel and know. By using this
bridge, a person can cross safely the river of
misunderstanding that sometimes separates people.”
CLASSIFICATION OF COMMUNICATION
According to the number of persons who receive
the message:
 Intrapersonal communication
 Interpersonal communication
 Group communication can be among small or

large groups, in which all individuals retain their


individual identities
 Mass communication is when a message is sent to

large groups of people, for example by newspaper,


radio, or television.
CLASSIFICATION OF COMMUNICATION
Communication classified on the basis of the medium employed.
 Verbal communication involves words that are either
spoken or written, and includes listening, speaking, reading,
and writing.
 Non-verbal communication, on the other hand, is wordless

and conveyed through gestures, movements, and


pictures/clothes. This can include the use of sign language,
action language, or object language. .
 Meta-communication refers to situations where the
speaker unintentionally communicates something more
than what their words state. An example of this is when a
remark about someone's attire could be interpreted as a
compliment or a suggestion that their regular attire needs
improvement
PURPOSE OF COMMUNICATION
In essence, the primary purpose of communication is to enable
individuals and groups to understand each other better and to achieve
common goals
Purpose of Communication
 Inform

 Persuade

 Exchanging of information, ideas, thoughts, and feelings between

individuals or groups.
 It helps individuals and groups to convey their needs, desires, and

expectations to others.
 Establishing and maintaining relationships, building trust, and

creating a sense of community.


 Communication also serves as a tool for decision-making, problem-

solving, and conflict resolution.


CHARACTERISTICS OF COMMUNICATION
Characteristics of communication
 Communication is an ongoing process that continues throughout our lives.

 It can take various forms such as verbal, non-verbal, written, and visual

 Communication is symbolic e.g. what a dog means to different people

 It is contextual and can be influenced by various factors such as culture, age,

gender, and social status


 Communication is purposive i.e. We have some motivation for

communication even if we are not consciously aware of it. We start a


conversation with new people either because we think they are attractive, or
because we want to empress them, or we are curious about their backgrounds.
 Communication is also irreversible, meaning that once a message is sent, it

cannot be taken back


 Communication is two way that involves both sending and receiving

messages.
 Communication is a dynamic process that involves encoding, decoding,

feedback, and noise. Communication can be intentional or unintentional and


can take place consciously or unconsciously.
NATURE OF COMMUNICATION
 Communication is inescapable:
 Communication is inevitable:

 Every communication interaction has a content dimension and

relationship dimension:
 Communication is contextual: Social context of a people,

Psychological context, Situational context, Environmental


context, Historical context
 Communication is complex: Choices in matching verbal and

non-verbal to create an understanding & Different perceptions


complicate communication
QUESTION
Case:
 As a project manager, you need to deliver bad news to

your team about a significant budget cut that will impact


the project's scope and resources.

Required:
 How would you communicate this news to your team in

a way that maintains morale, fosters transparency, and


encourages problem-solving
ANSWER
 Schedule a Team Meeting: Set up a meeting to deliver the news in person
or via video conference. This allows for real-time interaction and clarity.

 Start with Context: Provide background on the decision, explaining the


reasons behind the budget cut. Transparency helps team members
understand the situation better.

 Express Empathy: Acknowledge the impact of the news on the team and
empathize with their concerns. Let them know you understand their
feelings and the challenges they might face.

 Focus on Solutions: Emphasize that the team's expertise and creativity


will be crucial in finding solutions to mitigate the impact of the budget
cut. Encourage brainstorming and collaboration.
ANSWER
 Highlight Priorities: Clearly outline the revised project priorities and
objectives in light of the budget cut. This helps the team understand
what areas to focus on with the limited resources available.
 Open Door Policy: Reassure the team that you're available to discuss
any questions, concerns, or ideas they may have. Encourage open
communication and feedback.
 Provide Support: Offer support and resources to help team members
navigate the changes. This could include additional training, tools, or
assistance in reallocating tasks.
 Stay Positive: Maintain a positive outlook and confidence in the team's
ability to overcome challenges. Emphasize that while the situation is
difficult, it also presents opportunities for innovation and growth.
 Follow-Up: Schedule follow-up meetings to keep the team updated on
any further developments or adjustments to the project plan. Regular
communication is key to maintaining morale and trust.

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