IT-CLASS-10-Chapter 1 - Communication Skills
CLASS -10 - Chapter 1 - Communication Skills
1. The word ‘Communication’ comes from the Latin word commūnicāre,
meaning ‘to share’.
2. Communication has three important parts:
1. Transmitting — The sender transmits the message through one medium or another.
2. Listening — The receiver listens or understands the message.
3. Feedback - The receiver conveys their understanding of the message to the
sender in the form of feedback to complete the communication cycle.
3. Elements in Communication Process
Sender: the person beginning the communication.
Message: the information that the sender wants to convey.
Channel: the means by which the information is sent.
Receiver: the person to whom the message is sent.
Feedback: the receiver’s acknowledgement and response to the message.
Encoding:the process of turning thoughts into communication
Decoding: how an audience member is able to understand, and interpret the message
4. Communication Process -
5. Verbal communication includes sounds, words,language, and speech. Speaking is one of the most effective and commonly used ways of communicating.
6. Type of Verbal Communication
Interpersonal Communication
This form of communication takes place between two individuals and is
thus a one-on-one conversation. It can be formal or informal. Examples
A manager discussing the performance with an employee.
Two friends discussing homework.
Written Communication
This form of communication involves writing words. It can be
letters, circulars, reports, manuals, SMS, social media chats, etc. It can be between two or more people.
Examples
A manager writing an appreciation e-mail to an employee.
Writing a letter to grandmother enquiring about health.
Small Group Communication
This type of communication takes place when there are more than two people involved. Each participant can interact and converse with the rest.
Examples
Press conferences
Board meetings
Team meetings
Public Communication
This type of communication takes place when one individual addresses a large gathering.
Examples
Election campaigns
Public speeches by dignitaries
7. Advantages of Verbal Communication
Quick response
Interactive
No connection issue
Instant feedback
8. Disadvantages of Verbal Communication
Meaning can be confusing and difficult to understand
No permanent records for oral communication
It is not legal
9. Non-Verbal communication is the expression or exchange of information or messages without using any spoken or written word.
10. Type of Non-Verbal communication -
Gestures
Raising a hand to greet or say goodbye
Pointing your finger at someone
Expressions
Smiling when you are happy
Making a sad face when you are sad
Body Language
Postures by which attitudes and feelings
are communicated. Standing straight,
showing interest.
11. Advantages of Non-Verbal Communication
Easily understand even if there is no common language
Non verbal communication easily reach where Verbal communication is unable to reach
12. Disadvantages of Non-Verbal Communication
Every culture has its own gesture and expression that are considered good or bad
The receiver may misinterpret the message
13. Visual communication
Visual communication is the transmission of information and ideas using symbols and images/pictures.
14. Example of Visual Communications -
No parking zone
Danger warning
No mobile phone
Under CCTV surveillance
15. Feedback
Feedback is an important part of the communication cycle. For effective communication, it is important that the sender receives an acknowledgement from the receiver about getting the message across. While a sender sends information, the receiver provides feedback on the received message.
Feedback can be positive or negative. A good feedback is always
• specific
• helpful
• kind
16. Example of Positive Feedback
I noticed you finished the work perfectly. Great job!
I really appreciate you taking that call. Can you please also share the details?
17. Example of Negative Feedback
You keep forgetting to smile at the hotel guests when you talk to them.
You take really long to reply to e-mails! Are you always so busy?
18. Example of No Feedback
It is also a feedback in itself which indicates disagreement of ideas.
19. Characteristic of Feedback
Specific: Avoid general comments. Try to include examples to clarify your statement. Offering alternatives rather than just giving advice allows the receiver to decide what to do with your feedback.
Timely: Being prompt is the key, since feedback loses its impact if delayed for too long.
Polite: While it is important to share feedback, the recipient should not feel offended by the language of the feedback.
Offering continuing support: Feedback sharing should be a continuous process. After offering feedback, let recipients know you are available for support.
20. Importance of Feedback
It validates effective listening:
It motivates:
It is always there:
It boosts learning:
It improves performance:
21. Effective Communication
We now know that there are different methods of communication: non-verbal, verbal and visual. However, all these methods can only be effective if we follow the basic principles of professional communication skills.
These can be abbreviated as 7 Cs i.e., Clear, Concise, Concrete, Correct, Coherent, Complete and Courteous.
Absence of any of these 7Cs can lead to miscommunication.
22. 7C’s Communication
23. Barriers to Effective Communication
Physical Barriers - Physical barrier is the environmental and natural condition that act as a barrier in communication in sending messages from sender to receiver. For example, text messages are often less effective than face-to-face communication.
Linguistic Barriers - The inability to communicate using a language is known as a language barrier to communication.
For example, slang, professional jargon and regional colloquialisms can make communication difficult.
Interpersonal Barriers -
It is also very difficult to communicate with someone who is not willing to talk or express their feelings and views. Stage fear, lack of will to communicate, personal differences can create interpersonal barriers to communication.
Organizational Barriers
Sometimes due to the stringent rules in organization, the employees find it difficult to communicate with their peers too.
Cultural Barriers
Cultural barriers is when people of different cultures are unable to understand each other’s customs, resulting in inconveniences and difficulties.
24. Ways to Overcome Barriers to Effective Communication
Use simple language
Do not form assumptions on culture, religion or geography
Try to communicate in person as much as possible
Use visuals
Take help of a translator to overcome differences in language
Be respectful of others opinions
25. Grammar - (Self Study) Cover below topics from English Grammar
Parts of Speech
Capitalisation
Punctuation
Parts of a Sentence - Subject, Verb, Object
Types of Sentences
Active and Passive Sentences
Paragraph
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