COMMUNICATION SKILLSSagaljit Kaur

COURSE CONTENT

Introduction to Communication: Definition, Role, Purpose, Importance, Types

Communication Process

7c’s of Communication

Barriers to communication, Channels of communication

Oral & written communication, listening

Nonverbal communication, Body Language, Paralanguage

Writing Techniques, Report Writing, Writing CV’s.

Group Discussion & Interview

Communication Technology

REFERENCE BOOKS

Business Communication : Urmila Rai & S. M. Rai

Business Communication : R. C. Bhatia

Business Communication : M. K. Sehgal

Business Communication : P. D. Chaturvedi

MARKS DISTRIBUTION

Theory Paper: 60 marks

Attendance: 10 marks

Assignments: 30 marks

Total: 100 marks

SESSION PLANSSN No TOPIC TEACHING METHODOLOGY

1 Introduction to Communication Powerpoint

2 Types of communication & Process of communication

Powerpoint

3 Communication Structure, Barriers & Gateways in communication

Powerpoint

4 Communication in Organisation & 7 C’s of communication

Powerpoint

5 Oral communication Powerpoint

6 Writing –Purpose, Clarity, techniques, Report Writing

Powerpoint,

7 Non verbal Communication-Body Language Powerpoint

8 Writing CVs and Business Correspondence Powerpoint

9 Communication Technology Powerpoint

10 Group Discussion & Interview Powerpoint

11 Mock Group Discussions & Interviews

12 Revision

The single biggest problem in communication is the illusion that

it has taken place.

~George Bernard Shaw

MEANING OF THE WORD COMMUNICATION

• Communication is derived from the Latin word “communis” which means to share (common).

(sharing of ideas, feelings and emotions)

• The most common medium of communication is language.

MEANING OF THE WORD COMMUNICATION

• The American Management Association defines Communication as “any behaviour that results in an exchange of meaning.”

• Keith Davis defines Communication as “Process of passing information and understanding from one person to another.”

• Keith Davis further explains, “The only way that management can be achieved in an organization is through the process of communication.”

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Definition

• Communication is a 2 way process in which there is an exchange and progression of ideas towards a mutually accepted direction or goal.

• For this process to materialize you have to identify basic elements of communication.

i.e. : sender, channel, message, receiver, feedback.

ROLE OF COMMUNICATION IN BUSINESS

• Entry to any organization requires excellent communication skills.

• It is a tool with which we exercise influence on others, bring about changes in attitudes, motivate them & establish & maintain relations.

• Without communication nothing can function at all.

• Helps in collection of information, processing & exchange.

ROLE OF COMMUNICATION IN BUSINESS(cont’d)

• It is the most important skill for anyone in the world of work.

• Ability to work well in teams, manage relations, depends on an individual’s communication skills.

• Communicating to the public about the product is the essence of business.

E.g.- A large amount of communication in the form of advertisement and public relations is needed in order to inform the public and to persuade potential customers to buy the products.

UNDERSTANDING BUSINESS COMMUNICATION

Business Communication

is marked by formality.

Oral-Interview

s, meetings

, conferen

ces, presentations and negotiati

ons.

Written – Letters, reports memos, notices

UNDERSTANDING BUSINESS COMMUNICATION (cont’d)

• “Business Communication” includes all messages we send/receive for official purposes.

• Includes both written and oral communication. • It is marked by formality as against personal or

social communication

e.g. Letters, reports, memos, notices.

CHARACTERISTICS OF COMMUNICATION

Communication is unintentional as well as intentional.

The target receiver may receive less or more, or even something other than what we intended to convey.

Communication is a dynamic process.

It is an ongoing activity which is always changing, in motion and grows and develops.

CHARACTERISTICS OF COMMUNICATION (cont’d)

Communication is systemic.

All components affect each other. Disturbance at any stage in the communication process affects the entire process.

Communication is both interaction and transaction.

The participants (source & receiver), share as well as exchange thoughts and meanings.

OBJECTIVES OF COMMUNICATION1. To give and receive information.

(information should be authentic and reliable)

2. To provide advice.

- It is subjective, opinionated. - It is given on personal or official matters - Today the need for expert advice has increased with

complexity of business

3. To provide counseling.

4.To issue orders and instructions.

OBJECTIVES OF COMMUNICATION5. To impart training and education.

E.g.- Lectures, Training Programs

6. To persuade/convince people. E.g.- Sales call, Sales presentation

7. To motivate employees. E.g.- Counseling, Seminars, Training

8. To improve discipline.

9.To issue warnings and notice. (written warnings–memos)

OBJECTIVES OF COMMUNICATION

• To receive suggestions - Feedback - Useful source for new ideas • To improve morale - Communication regarding policies & procedures

to avoid rumours

• To improve discipline - Explanation of disciplinary actions.

MEANS & MEDIA OF COMMUNICATION

• What is a medium??

Is the means of transmitting the message. E.g. emails (carry written words, pictures/

graphics), telephone (carry voice)

CONVENTIONAL MODES• Mail: Postal Service, Speed post.

• Courier: Are private. Modern, sophisticated form of messenger or runner.

• Hand Delivery: Delivery of parcels, documents within the city by the organization’s delivery boys.

CONVENTIONAL MODES

• Telegraph: Transmitting codes in morse code. Telegrams can be sent ordinary/express. Gives an impression of urgency.

• Telex: Short form of “Teleprinter Exchange”. Provides instantaneous communication through a direct dial teleprinter-to-teleprinter system.

MODERN METHODS

TELECONFERENCE

LAPTOP

CELL PHONE INTERNET

VOICE MAIL

SMS

FAX

EMAIL

MEDIA OF MASS COMMUNICATION

• Notice Board: Is the media for public communication within theorganization.

• Hoardings & Billboards: Meant for advertisements

• Newspaper & Magazine: Used by business houses to invite tenders, recruitment & other public notices.

MEDIA OF MASS COMMUNICATION

• Radio: Allows one-way communication. It is a medium of mass oral communication.

• Television: Audio-visual medium. It has the ability to transmit live events.

• Films: Most powerful medium of communication.

FEW FACTS• You have over 630 muscles in your body.

• Eye muscles are the busiest muscles in the body. Scientists estimate they may move more than 100,000 times a day.

• You have over 30 muscles in your face to help you smile or frown. It takes 17 muscles to smile and 43 to frown.

SO SMILE EVERYTIME YOU SEE SOMEONE.

• The strongest muscle in your body is your tongue.

USE IT EFFECTIVELY.

• It takes the interaction of 72 different muscles to produce human speech.