INTRODUCTION TO

COMMUNICATION
SKILLS
(SEMESTER-I)

-Asst. Prof. Abhishek Karkera

(B.Com (A&F), M.Com, PGDORM, M.Phil
(Commerce)
 CREDIT : 2 (1 CREDIT = 15 HOURS FOR THEORY)

 VERTICAL : ABILITY ENHANCEMENT COURSE (AEC) as per NEP,2020.

 MARKS ALLOTTED: 50 MARKS

 ( 30MKS SEMESTER END EXAMINATION + 20MKS CONTINOUS INTERNAL ASSESSMENT)

 TYPE : THEORY

 HOURS ALLOTED : 30 HOURS

THEORY OF COMMUNICATION
 HISTORY OF COMMUNICATION-
GENERAL KNOWLEDGE
Time Period Mode of Communication 📝 Example / Description
Early humans used hand signs, grunts, and facial
Prehistoric Times Gestures & Sounds
expressions
30,000 BCE Cave Paintings Drawings on cave walls to tell stories and events
Used in Mesopotamia, Egypt (like hieroglyphics on
3000 BCE Symbols and Scripts (Pictographs)
stones & papyrus)
1000 BCE – 500 CE Messengers on foot or horseback Kings sent messages via runners or riders
Used in China, Africa to send warnings or signals
200 BCE Smoke Signals & Drumbeats
over distances
Rulers developed postal services using pigeons or
500 CE – 1500 CE Letters & Early Postal System
people
Invented by Samuel Morse – messages sent using
1800s Telegraph
Morse code
Invented by Alexander Graham Bell to talk over long
1876 Telephone
distances
1900s Radio & Television Shared audio & video messages across the world
1960s–1990s Computers & Emails Started sending digital messages over the internet
Mobile Phones, Social Media, Video WhatsApp, Instagram, Zoom – fast, visual, and
2000s–Present
Calls global communication
 THEORY OF COMMUNICATION
‘communication’ has been derived from the Latin word,
‘Communicare’-- to impart or participate or to transmit

Communication is
 the activity or process of sharing or exchanging
ideas, feelings, information, experience between two or more persons
 an act or instance of transmitting;
the information actually communicated by some means.
Communication skills refer to the ability to convey or
exchange information, ideas, thoughts, and feelings
effectively through speaking, writing, listening, and non-
verbal means.

Good communication skills help in building relationships,

solving problems, and achieving goals efficiently.
 DEFINITIONS OF COMMUNICATION
 The Oxford English Dictionary defines communication as “the action of conveying or
exchanging information and ideas.

 Peter Little defines communication as “the process by which information is transmitted

between individuals and or organizations so that an understanding response results.”

 Allen Lui (Louis) defines communication as “ Communication is the sum of all the things one
person does when he wants to create understanding in the mind of another. It is a bridge of
meaning. It involves a systematic process of telling, listening, understanding and responding.”

 Keith Davis defines communication as “Communication is the transfer of information and

understanding from one person to another.”
 BUSINESS COMMUNICATION

William G. Scott defines business communication as “Administrative

communication is a process which involves the transmission and accurate
replication of ideas ensured by feedback for the purpose of eliciting
actions which will accomplish organizational goals.”

The sender’s ability to transmit his own ideas accurately.

The receiver’s mental ability to get the same idea as were transmitted
i.e. accurate replication.
The feedback or the receiver’s response.
Eliciting action which will help to achieve the goals.
NATURE OF COMMUINCATION
SCOPE OF COMMUINCATION
ACTIVITY: COMMUNICATION IN REAL LIFE

 PER GROUP = 5 MINUTES EACH

Objective: Understand different scopes of communication
(Communication skills)
SCOPE EXAMPLE FOR SKIT
Personal (1-2 MEMBERS) Talking to a friend about a movie
Social (2-3 MEMBERS) Planning a picnic with classmates
Educational (2-3 MEMBERS) Asking a doubt to the teacher
Organizational (6-8 MEMBERS) Conducting a team meeting at work
Mass Communication (6-8
Reading news on TV or radio
MEMBERS)
 7 ‘C of
Communication
HEADING POINT 1 POINT 2 POINT 3 EXAMPLE
Clarity Be clear about the Use simple, easy-to- Avoid jargon or Please submit the
purpose of your understand language. complex terms report by Friday, 5
message unless necessary.
PM.” (instead of
"soon")
Conciseness Keep your message Eliminate Stick to relevant We need your response
brief and to the point. unnecessary words or information only. by tomorrow.” (not: “At
repetition. your earliest
convenience, we request
you to kindly respond...”)
Correctness Ensure your message is Use proper language, Check for spelling Sales grew by 25% in
grammatically and tone, and structure. and punctuation Q2.” (instead of "Sales
factually accurate. errors. improved significantly.")

Completenes Include all necessary Anticipate any Provide context and The meeting is on
s information your questions the clear instructions if Tuesday, June 20th at
audience needs. receiver might have. required. 10:00 AM.” (Correct
date/time)
HEADING POINT 1 POINT 2 POINT 3 EXAMPLE
Concretenes Use specific facts and •Support your This builds credibility First, we analyze the
s figures rather than message with data or and trust. data. Next, we
vague or general examples
. statements.
prepare the report.
Finally, we submit it.”
Courtesy Be respectful and Use a polite tone, Avoid blaming or “Your invoice is
considerate of the even when delivering offensive language. attached. Please pay
receiver's feelings. criticism.
via bank transfer by
June 30th.”
Coherence Present ideas in a •Maintain a consistent Ensure all points are Thank you for your
logical and orderly tone and flow connected and time. Please let me
manner. throughout your relevant to the main
message. topic.
know if you need any
clarification.”

ACTIVITY FOR 7’C OF COMMUNICATION –

FACILITATOR CUES (REFER PDF)
 Applied to all forms of communication

 EG: writing an email, creating marketing content, giving a presentation,

having a job interview, or chairing a meeting.

 Checklist to ensure you’re a more productive and effective communicator

 Practicing them can lead to more effective and impactful

interactions.

 widely applied in business, academic, and interpersonal

communication.
PROCESS OF COMMUNICATION
Step in
Communication Explanation Example
Process
The person who initiates the message. The sender is
1. Sender / A teacher wants to inform students about
responsible for creating and encoding the message based
Communicator on their intention or need to communicate.
an upcoming test.

The sender converts their thoughts into symbols, words,

The teacher frames the message: "Class
2. Encoding or gestures to convey meaning. The quality of encoding
test will be held on Monday."
affects the clarity of the message.
The actual content being communicated. It can be verbal,
“There will be a test on Monday on
3. Message non-verbal, written, or visual, and must be clear and
Chapter 5.”
meaningful.
The medium is the mode used to deliver the message – The teacher writes the test date on the
4. Medium /
spoken words, emails, texts, phone calls, etc. It should classroom board and also announces it
Channel suit the nature of the message and audience. aloud.

The individual or group who receives and interprets the

The students read the board and listen to
5. Receiver message. The receiver’s background and attentiveness
the teacher's announcement.
affect how the message is understood.

The receiver interprets the message using their

Students understand that they must study
6. Decoding understanding, experience, and context. Effective
Chapter 5 by Monday.
decoding leads to proper understanding.
The response or reaction of the receiver. Feedback helps
A student asks, “Will it be an objective
7. Feedback the sender know whether the message was understood or
test or subjective?”
needs clarification.
Any disturbance that affects the message’s clarity or
If students are talking or there’s a loud
8. Noise / Barrier effectiveness – can be physical, psychological, or
fan, they might miss the test details.
 FEEDBACK-MEANING & TYPES
Type of Feedback EXPLANATION Example
Encourages or appreciates the sender's message "Great presentation, it was very
Positive Feedback
or action. clear!"
Negative "Your handwriting was unclear on
Points out issues or areas of improvement.
Feedback the report."
Constructive Offers helpful suggestions for improvement "You spoke well, but try to slow
Feedback without criticism. down a bit."
Destructive "That was a boring speech, you’re
Discouraging or harsh, without offering a solution.
Feedback not good."
Spoken responses given immediately or after the
Verbal Feedback “I agree with your idea.”
message.
Non-Verbal Expressed through gestures, facial expressions, or Nodding in agreement or frowning
Feedback body language. in confusion.
Immediate Applauding just after a
Given right after the message is received.
Feedback performance.
Emailing suggestions after reading
Delayed Feedback Given after some time has passed.
a report.
 BARRIERS TO COMMUNICATION
Type of Barrier Meaning Practical Example
Happens due to physical distance, noise, or bad A noisy classroom makes it hard to
Physical Barrier
environment. hear the teacher.
When people don’t understand the same A student uses big English words
Language Barrier
language or use tough words. others can’t follow.
When feelings like anger, fear, or sadness stop A student is too upset to listen to
Emotional Barrier
clear thinking or listening. the teacher.
Different customs, traditions, or values can A gesture that’s okay in one
Cultural Barrier
confuse communication. culture may offend another.
When people see or understand the message in One student thinks the teacher is
Perception Barrier
different ways. angry, another doesn’t.
Organizational Rules or structure in schools or offices that Students can’t talk to the principal
Barrier block free communication. directly.
Technological A poor internet connection during
When gadgets or internet don’t work properly.
Barrier an online class.
CLASSIFICATION OF COMMUINCATION
 CLASSIFICATION OF COMMUINCATION-
BASED ON RELATIONSHIP
Disadvantage
Type Meaning Example Advantages
s
Talking or Helps in self-
“Should I study No feedback
Intrapersonal thinking to reflection and
now?” from others
yourself planning
Builds inner
Connecting with May not solve
Prayer or peace and
Transpersonal a higher power real-world
meditation emotional
(spiritual) communication
strength
Quick exchange, Can lead to
Between two Talking to a
Interpersonal builds misunderstandin
people friend
relationships gs
Ideas shared, Hard to manage
Team discussion
Group Within a group teamwork if everyone talks
in class
improves together
To a large No personal
TV news, social Reaches many
Mass audience through feedback or
media people at once
media interaction
 CLASSIFICATION OF COMMUINCATION-
BASED ON DIRECTION
Type Meaning Example Advantages Disadvantages
Teacher to
Up and down the Maintains order May feel like a
Vertical student or vice
chain and structure one-way street
versa
Student to
Easy to share
Between same- student or May skip higher-
Horizontal ideas, team
level people teacher to level approval
coordination
teacher
Feedback from Helps leaders
From lower to May be ignored
Upward student to understand
higher position by higher-ups
Principal issues
From higher to Principal giving Provides clear May feel strict or
Downward
lower position rules to students instructions bossy
Cross- Saves time, Can create
Clerk talking to
Diagonal department improves confusion in
Vice Principal
communication flexibility authority lines
 CLASSIFICATION OF COMMUINCATION-
BASED ON ORGANIZATIONAL
STRUCTURE

Disadvantag
Type Meaning Example Advantages
es
Follows rules Clear and Slow and
Office memo,
Formal and official documented, sometimes
school notice
pathways professional rigid
Casual and Can spread
friendly Chatting in Fast, builds rumors or
Informal
communicatio school canteen friendly bonds wrong
n information
CLASSIFICATION OF COMMUINCATION-
BASED ON CHANNEL
Disadvantag
Type Meaning Example Advantages
es
Using spoken Easy to Can be
Speaking or
Verbal or written understand, misunderstood
writing a letter
words quick if not clear
Phone call, Direct and fast
Speaking with No permanent
→ Oral speech, communicatio
others record
discussion n
Email, Permanent
Messages in textbook, record, Takes time to
→ Written
written form WhatsApp suitable for read and write
message long messages
Using actions, Useful when Can be
Smile, thumbs
Non-Verbal expressions, or words are not confusing or
up, hand signs
symbols enough misinterpreted
 Activity: “Communication Treasure Hunt”
🎯 Objective:
To help students understand different communication channels by completing tasks placed at
stations.

 Station 1: Verbal – Oral

 Station 2: Verbal – Written
 Station 3: Non-Verbal
 Divide the class into teams of 4–5 students.
 Each team must visit all 3 stations, complete the task, and
get it checked by the teacher.
CHANNEL OF COMMUNICATION
 CHANNEL OF COMMUNICATION

TYPE MEANING ADVANTAGES DISADVANTAGES EXAMPLE

 Risk of internal
Communication  Enhances teamwork  Staff meeting
conflict.
Internal happening within the  Builds coordination  Info may get  inter-office memo
organization.
misused.
Communication with  Risk of data leakage.
 Builds public image  Email to client
External people outside the  May misrepresent
 Aids marketing  press release
organization. info.
 Provides clarity  Slower process
Official, rule-based  Office circular
Formal  Creates  Lacks personal
communication flow.  official email
documentation. touch.
Informal
Casual, unofficial flow of  Spreads info quickly  May spread rumors  Water cooler gossip
(Grapevin information.  Builds bonding.  Not traceable.  group chats
e)
 CHANNEL OF COMMUNICATION

 Encourages feedback  Employee giving

Message sent from junior   Fear of expression
Upward to senior.
Helps management  Possible filtering. feedback to
decisions. manager
 May ignore
Message flows from  Gives clear instructions. feedback  Manager assigning
Downward superior to subordinate.  Easy to delegate tasks.  Can cause work to staff
confusion.
 Maintains chain of
Two-way flow between  May delay info
command  CEO to staff and
Vertical different levels (up &  Possibility of
 Complete back
down). distortion.
communication.
 Can bypass
 Discussion
Communication among  Speeds up teamwork hierarchy
Horizontal same-level individuals.  Enhances collaboration.  May lead to between two sales
executives
disputes.
 Time-consuming
Consensu Group agrees on decision  Increases acceptability  Difficult in large
 Team agreeing on
s through discussion.  Democratic approach. project timeline
groups.
 CHANNEL OF COMMUNICATION-QUIZ

 Activity Name: “Channel Chits Challenge”

 ⏱ Duration: 15 minutes

 👥 Group Size: Entire class (can be played in teams or individually)

 🧠 Objective:
To help students quickly identify and differentiate types of communication channels through a
fun chit-based quiz.

 REFER WORD FILE FOR QUIZ.

 TECHNOLOGY ENABLED BUSINESS
COMMUNICATION
Mode/Type Explanation Tools/Platforms Advantages Disadvantages Examples
Formal written digital
Email Gmail, Outlook, Zoho Easy to document and Can be ignored or lost Job offers, notices,
messages for business
Communication Mail archive. in inbox clutter. client communication
communication.
Real-time text-based Slack, Microsoft Teams, May become
Instant Messaging Fast response and Team coordination, IT
short messages withinWhatsApp (for distracting or
(Chat) informal team bonding. support chats
teams. updates) overused.
Zoom, Google Meet,
Real-time visual Saves travel time and Dependent on good Online meetings, client
Video Conferencing MS Teams, Cisco
meetings over internet. cost. internet connectivity. presentations
WebEx
Real-time group Skype,
Quick verbal updates Lacks visual cues and Status updates, review
Audio Conferencing conversation through FreeConferenceCall, MS
without screen sharing. can cause confusion. calls
voice only. Teams (audio)
Professional interaction
Business Social LinkedIn, Twitter, Enhances visibility and Risk of leaks or Company posts, job
and brand building on
Media Workplace by Meta networking. reputational damage. announcements
social networks.
Internal
communication SharePoint, Workplace, Centralized access to Limited to internal HR updates, policy
Intranet Portals
platforms within an Google Sites files and policies. access only. uploads
organization.
Sharing files for Risk of unauthorized
Cloud-Based Google Drive, Real-time editing and Reports, presentation
collaboration or access if links are
Document Sharing OneDrive, Dropbox sharing access. drafts
feedback. public.
 TECHNOLOGY ENABLED BUSINESS
COMMUNICATION
Tools to manage
communication with Salesforce, Zoho CRM, Better client tracking Can be expensive or Client emails, follow-
CRM Systems
clients and track HubSpot and customer support. complex to use. ups, sales pipeline
sales/services.
Custom apps for
Company SAP, TCS Ultimatix, Tailored for specific Limited flexibility, Employee attendance,
internal communication
Apps/Platforms Internal ERP portals company needs. maintenance cost. project updates
and updates.
Quick info-sharing
Bulk SMS portals, Reaches users instantly Limited message size Payment reminders,
SMS/Notifications through mobile
WhatsApp API, Twilio even offline. and no visuals. alerts, OTPs
messages.
Screen-based public Can be ignored or
LED displays, digital Easy to update and Event schedules, time-
Digital Notice Boards info displays in missed in crowded
kiosks catches attention. table updates
organizations. areas.
Written updates shared
Blogs & Internal WordPress, Mailchimp, Builds transparency and Needs regular content CEO messages, monthly
periodically for
Newsletters Internal email blasts culture. and writing team. highlights
employee engagement.
Zoom Webinars, One-way
Online seminars to train Large audience reach in Product launches,
Webinars/Webcasts YouTube Live, communication unless
or inform audiences. real-time. investor updates
GoToWebinar interactive.
Automated chat tools Limited in
Chatbots/AI Drift, Intercom, 24/7 support and Customer service, HR
for basic queries and understanding complex
Assistants ChatGPT API instant answers. FAQs
information. queries.
 WRITTEN COMMUNICATION

 Written communication involves the transmission of messages or information

through written symbols such as letters, emails, reports, or texts.

Features of written communication

1.Permanent Record – It creates a lasting document that can be stored and referred later.
2.Structured Format – Information is presented in a logical, organized manner.
3.Clarity and Precision – It allows careful choice of words for clear understanding.
4.Formal Tone – Mostly follows professional language and tone in official contexts.
5.Time-Consuming – Preparation, proofreading, and delivery take more time.
6.Non-Interactive – It lacks immediate feedback unlike verbal communication.
7.Legally Recognized – Written documents often serve as valid legal evidence.
 WRITTEN COMMUNICATION

Advantage
Permanent Record Documents can be stored and referred later.
Well-written messages reduce
Clarity and Accuracy
misunderstandings.
Provides proof of communication for legal/formal
Accountability
use.

Disadvantage
Time Consuming Drafting and reviewing take time.
No Immediate Cannot clarify doubts instantly like verbal
Feedback chat.
Risk of
Poorly written text can confuse readers.
Misinterpretation
 WRITTEN COMMUNCATION-EXAMPLES

Situation Type Used By

Sending offer letter to a new employee Letter HR Department
Emailing a sales report to the team Email Sales Manager
Notice on college board about holidays Notice Principal’s Office
Writing a project proposal to
Proposal Project Lead
management
Recording minutes of monthly staff Department
Minutes
meeting Head
 WRITTEN COMMUNCATION-TYPES
Type Explanation Example
Appointment letter, business
Letters Formal or informal written message on paper
inquiry
Electronic text messages for formal or informal Office communication, meeting
Emails
use request
Reports Detailed document presenting facts or analysis Annual report, project report
Internal communication for short
Memos HR memo about policy changes
updates/reminders
Public announcements or information to a
Notices Exam notice, meeting notice
group
Minutes of Recorded summary of what was discussed in a
Department meeting summary
Meeting meeting
Business proposal, research
Proposals Formal document suggesting a plan or idea
proposal
Agendas List of topics to be discussed in a meeting Agenda of staff meeting
Application Documents filled to apply for something
 WRITTEN COMMUNCATION-ACTIVITY

“WRITE IT RIGHT!” – A Written Communication Simulation Game

 ⏱ Duration: 15–20 minutes

 👥 Group Size: 4–5 students per team

 🎯 Objective:
To apply knowledge of written communication types by creating short real-life business
documents and identifying their type, advantage, disadvantage, and purpose.

GAME IN WORD FILE

 EFFECTIVE SPEECH

CONCEPT EXPLANATION EXAMPLES

Speaking clearly and 1. A student giving a speech on

"Save Trees" in morning
confidently so others
Effective Speech assembly.
understand and listen 2. A class leader explaining
carefully. rules to classmates.
Helps share ideas, give 1. Giving a speech during
Why it is School Elections.
Important
messages, and become a 2. Explaining a project in front
good leader. of the class.
Use simple words, speak 1. Practice your speech at home
Tips for Speaking before saying it in school.
Well
slowly, keep eye contact, 2. Don’t rush – take small
and smile. pauses.
CHARACTERISTIC MEANING EXAMPLE EXPLANATION
When we use easy and clear
Speak clearly so everyone Saying “Save water” instead
1. Clarity understands of big, confusing words
words, everyone gets the
message quickly.
Standing straight and A confident speaker makes
2. Confidence Speak with belief in yourself
speaking without shaking the audience want to listen.
Using correct English or any
3. Correct Use proper grammar and right Not saying “He don’t go” but
language shows we are
Language words saying “He doesn’t go”
serious and prepared.
It helps everyone, even
Use short sentences and simple “Be kind to all” instead of a
4. Short & Simple words long sentence
small children, to understand
the speech.
5. Voice Changing your voice tone for Louder on important points, It makes the speech more
Modulation interest softer when sharing feelings fun and emotional to hear.
Looking at friends while Helps make a connection;
Looking at the audience while
6. Eye Contact speaking
speaking, not the ceiling or people feel you are talking to
floor them.
Starting with “Good
7. Good Beginning Start strong and end with a It gives a neat and happy
morning!” and ending with
& Ending nice message feeling to your speech.
“Thank you!”
Stories help people
8. Use of Examples Giving real-life or fun stories to Telling a short story about a
remember what you said for
or Stories explain thirsty crow for “smart work”
a long time.
How you move your hands or Smiling and using your Your body shows how excited
9. Body Language stand while speaking hands to show actions or serious you are.
 EFFECTIVE LISTENING
Skill Meaning Example Explanation
Listen with your eyes, ears, and Looking at the teacher and When we focus, we understand
1. Pay Full Attention
heart! listening without talking better.
Wait for the speaker to finish Not talking while your friend is It shows respect and helps us
2. Don’t Interrupt
before you speak telling a story hear the full message.
Show you’re listening with nods Nodding your head when your It makes the speaker feel
3. Use Body Language
or smiles teacher explains something happy and heard.
Look at the speaker while Looking at your friend when Shows that you are truly paying
4. Make Eye Contact
listening they are talking attention.
Ask if you didn’t understand “Can you explain that again, Asking clears confusion and
5. Ask Questions
something please?” helps you learn better.
Don’t get busy with other Not playing with your pencil or Distractions break our focus
6. Avoid Distractions
things while listening looking at the clock and we miss the message.
Try to understand how the “Oh! That must have made you Helps in becoming kind and
7. Listen with Empathy
speaker feels sad.” caring listeners.
Feedback shows you
Say something back after “Wow, that was a nice story!”
8. Give Feedback understood and were
listening or “I agree with you.”
interested.