Communication SkILLS
By
Ma’am Bushra Riaz
Barriers to Communication:
Communication barriers are responsible for a
message not being communicated correctly, or for a
message being distorted.
Non-verbal signals:
Often called ‘body-language’, non-
verbal signals provide valuable feedback in oral
communication. A lot can be said, and sometimes
misinterpreted through facial expressions, gestures,
movements and eye contact.
Language: The effectiveness of any
communication, whether oral or
written, depends on our choice of
words. Some words mean different
things to different people. Our
understanding is affected by our
background knowledge, experience,
culture, and the language we use.
Systems: Without prescribed
procedures for getting messages to the
people who need them, there can be no
effective communication.
Listening:
Listening is a critical skill. If a
communication is to be understood, one must
concentrate. Success at gaining attention depends on
the words used, the way one expresses oneself, one’s
interest in the topic and in the speaker
Pre- judgment:
One’s background knowledge and
experience affect what one chooses to understand in
the communication. Human beings hear what they
want to hear, or what they think they have heard,
instead of listening carefully to what is actually said.
Relationships:
Relationship of the receiver with the
sender of any message is critical in the effectiveness of the
communication. Communication may fail or break down
if the relationship between sender and recipient is not
good.
Emotions:
Communication problems could occur
through insecurity, fear, anger or any other strong
emotion. If someone is highly emotional about the topic
then the communication may be unsuccessful. Consider
waiting for proper time before trying to put across the
message.
TIPS TO ACHIEVE EFFECTIVE COMMUNICATION:
Effective communication can be achieved through a good
knowledge of the communication cycle, an awareness of the
barriers which exist and by carefully considering the
following factors
1. Before communicating the message keep in mind “the aim
(is it to give an information, to persuade, to request, to
inform?)”, the circumstances (Is the situation urgent, serious,
dangerous, emotive, informative?), the recipient
(background, knowledge, experience, culture etc) and the
recipient’s expected reaction.
2. Think and plan before speaking
3. Listen intelligently. Communication is a two-way
process. Listening is just as important as speaking. Similarly,
the sender should try reading the written message keeping in
mind the receiver.
4. Use clear, simple, correct and appropriate language that
will be understood and appreciated by the recipient.
5. Be open-minded. Consider other people’s viewpoints, be
willing to adapt and change methods or procedures if
necessary.
6. Select appropriate media:
Consider carefully the
method for communicating the message. It should be
appropriate to achieve the desired aim.
7. Time the communication carefully:
Consider the best
time for the communication and how long it should take.
8. Obtain feedback:
Feedback is essential to find out if the
communication has been effective. If the message is not
understood, do not blame the recipient. Reflect on why the
communication failed and how it could have been
improved.
Activity n fun time
Suppose you want to establish franchise of UCP . How
can you make it ?
You are on leave. Your office needed your services.
What will you do?
You are on sick leave but your officer asks you to be on
duty . How will you face the situation?
Conveying message game
Effective Communications
(7 Cs)
The seven C’s
When We talk about “ Effective
Communication” one thing that comes in mind,
what are the basic principles of “effective
communication” .
These principles tell us how your message can
become effective for your target group,
These principles also tell about style and
importance of the message.
These principles commonly known as 7 C’s of
effective communication.
Seven C’s of Effective Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1) Completeness
Message Receiver- either listener or reader, desire
complete information to their question. e.g.
suppose you are working with multinational company
who is engaging with engineering goods , like A.C.
If possible, provide him some extra information which
he does not know.
In this way you can maintain a good business relation
with him, otherwise he may switch to an other company.
2) Conciseness
Conciseness means “convey the message by
using fewest words”.
“Conciseness is the prerequisite to effective
business communication.” As you know that
all businessmen have very short time .
Hence a concise message saves the time and
expenses for both the parties.
How To achieve the conciseness ?
For achieving the conciseness you
have to consider the following.
1. Avoid wordy expression
2. Include only relevant material
3. Avoid unnecessary repetition.
Avoid un-necessary Repetition
Some times repetition is necessary for focusing some
special issue.
But when the same thing is said with out two or three
reasons, the message become wordy and boring.
That’s why try to avoid Un-necessary repetition.
3) Consideration:
Consideration means – To consider the receiver’s
Interest/Intention.
It is very important in effective communication
while writing a message you should always keep in
mind your target group. consideration is very
important “C” among all the seven C’s.
Three specific ways to indicate consideration
I -Focus on “you” instead of “I” or “We”
ii-Show audience benefit or interest of the receiver
iii-Emphasize positive, pleasant facts.
Using “you” helps you, but over use lead a negative
reaction.
4) Concreteness:
It means that message should be
specific instead of general.
Misunderstanding of words creates
problems for both parties (sender
and receiver).
when you talk to your client always
use facts and figures instead of
generic or irrelevant information.
The following guidelines should help you to achieve
the Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and stood first
in the class.
Concrete
Ali’s GPA in B.Sc Electrical Engineering 2k3-f
session was 3.95/4.0, he stood first in his class.
Always write on a very solid ground. It should
definitely create good image as well.
5) Clarity
5) Clarity:
In effective business communication the message should
be very much clear. So that reader can understand it
easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and paragraphs.
6. Courtesy:
Knowing your audience allows you to use statements of
courtesy; be aware of your message receiver.
True courtesy involves being aware not only of the
perspective of others, but also their feelings. courtesy
stems from a sincere you-attitude.
it is not merely politeness with mechanical insertions of
“please” and “Thank you” .
Although Appling socially accepted manners is a form of
courtesy .
rather, it is politeness that grow out respect and concern
for others.
Courteous communication generate a special tone in their
writing and speaking.
Tactless, Blunt More Tactful
Stupid letter; I can’t I should understand it, as
understand there is no confusing word in
this letter, could you please
explain it once again ..?
Its your fault, you did not Sometimes my wording is
properly read my latest FAX not precise; let me try again
Courteousness demands to be
more tactful
7) Correctness
At the core of correctness is proper grammar,
punctuation and spelling.
however, message must be perfect grammatically
and mechanically
. The term correctness, as applied to business
messages also mean three characteristics
Use the right level of language
Check the accuracy of figures, facts and words
Maintain acceptable writing mechanics
Use the right Level of Language
we suggest that there are three level of language
1. formal
2. informal
3. substandard.
Take a quick guess: what kind of writing is associated with
each level? What is the style of each?
ACTIVITY: lend a pen Return the pen
Borrow money, Return money
Ask for a lift, while leaving
Complaint a neighbor,
when complaint is over
Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business
writing. Here you use words that are short, well-known
and conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
ACTIVITY:
lend a pen Return the
pen
Borrow money, Return money
Ask for a lift, while leaving
Complaint a neighbor,
when complaint is over
End
