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Unit 1: Communication Skills
1.1 What is Communication?
Communication means sharing information, ideas, thoughts, opinions, and emotions from
one person to [Link] is a two-way process because it involves both sending and
receiving of [Link] word Communication comes from the Latin word Communicare,
which means to [Link]:
A teacher giving instructions to students
A doctor giving advice to a patient.
1.2 Importance of Communication
1. Helps to express ideas clearly
2. Builds good relationships at home, school, and workplace.
3. Improves teamwork and cooperation.
4. Reduces misunderstanding and confusion
5. Very important in job interviews, presentations, and customer service.
“Importance of communication” is a very common exam question. 1.3 Process of
Communication (Communication Cycle)Communication follows a cycle of 7 steps:
1. Sender – person who wants to send the message.
2. Message – idea, information, or feeling to be shared.
3. Encoding – converting message into words, symbols, or gestures.
4. Channel/Medium – method used (speaking, writing, email, telephone)
5. Receiver – person who receives the message
6. Decoding – interpreting or understanding the message.
7. Feedback – response given by the receiver.
Example:
Sender: Teacher
Message: “Submit your homework tomorrow.”
Medium: Oral (speaking)
Receiver: Student
Feedback: “Yes, Ma’am.”
Feedback completes the process of communication
1.4 Types of Communication
(a) Verbal Communication
Uses words (spoken or written).
Oral Communication: face-to-face talks, telephone calls, meetings, speeches.
Written Communication: letters, emails, reports, memos, notices. Written communication
is permanent and useful as evidence.
(b) Non-Verbal Communication Expressing ideas without words.
Examples:
Body language (posture, gestures)
Eye contact
Facial expressions (smile, frown)
Hand movements
Example: Nodding your head = “Yes.”
(c) Visual Communication
Using visual aids such as graphs, charts, diagrams, maps, posters, symbols.
Example: A pie chart showing land use in a statement
1.5 Principles of Effective Communication (7 C’s)
For communication to be effective, the message should have these qualities:
1. Clarity – easy to understand.
2. Conciseness – short and simple.
3. Courtesy – polite and respectful.
4. Correctness – correct grammar and facts.
5. Completeness – include all details
6. Concreteness – specific, not vague.
7. Consideration – message should suit receiver’s background and level.
7 C’s of communication = Very important for exams (Short/Long answer).
1.6 Barriers to Communication
Sometimes communication fails due to barriers:
Physical Barriers – noise, distance, weak internet.
Psychological Barriers – stress, anger, emotions.
Language Barriers – difficult words, slang, unknown language.
Cultural Barriers – different traditions, beliefs, customs.
To overcome barriers: use simple words, be patient, confirm feedback.
1.7 Listening Skills
Listening is different from hearing.
Hearing = only receiving sounds.
Listening = paying full attention and understanding the meaning.
Qualities of a Good Listener:
1. Pays attention
2. Does not interrupted
3. Shows interest (eye contact, nodding)
4. Asks questions if not clear.
5. Gives feedback.
Active Listening = Essential for good communication
1.8 Communication at Workplace
Be polite and respectful.
Use formal language in office.
Follow professional email etiquette.
Always listen carefully to instructions.
Confirm details if confused
