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COMMUNICATION SKILLS

Definition of Communication: The sharing of ideas or information is called communication.

OR
The imparting or exchanging of information by speaking, writing, or using some other
medium is called communication.
OR
The sharing or transferring of ideas to another person is called communication.
OR
The sharing of information between two or more individuals or a group to reach a common
understanding.

The Process of Communication:

The sender, the source of information, encodes the message and sends it to the receiver
through medium (language or sign). The receiver tries to decode it.
After understanding the message, the receiver acts on it which becomes the response or the
feedback. The process of communication completes when the sender/encoder gets the
response from the receiver.

Key Components / Elements of Communication: There are six important components of

communication:

(i) Source/Sender/Encoder: The communication process begins with the sender who is the
source of message. The sender has some idea in his mind and wants to convey it for some
purpose. The sender may be a speaker, a writer or an actor.

(ii) Encoding: The sender identifies, analyses and logically arranges the idea. This
transferring of idea into codes is called encoding. Here the codes or symbols are selected by
the sender, keeping in mind the receiver’s ability to understand them correctly.
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(iii) Medium: This is the vehicle or channel which helps the sender to convey the message to
the receiver. The medium of communication can be written, oral or audio-visual.

(iv) Receiver/Decoder: The receiver is the targeted audience of the message. The receiver is
the destination of the message. The receiver may be a listener, a reader or a viewer.

(v) Decoding: The process of decoding is the exact opposite of encoding. Decoding is the act
of transmitting symbols into meaning. If the receiver is familiar with codes, he/she will get
more or less the same meaning as intended by the sender.

(vi) Feedback / Response / Reaction: After getting meaning the receiver responds to the
message. This return flow of communication is called feedback. The communication process
is incomplete until the sender receives the feedback.

If the decoder/receiver understands the information or the code properly, it will be effective
communication and if the decoder is not able to decode or understand the message then it will
be miss communication.
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Types of Communication: There are mainly two types of communication.

(i) Verbal Communication (ii) Non-Verbal Communication

(i) Verbal Communication: The word verbal comes from the Latin word ‘verbum’ which
mean “the word”. Verbal Communication is the process of sending and receiving messages
with words, including writing and sign language.
Examples: Chat between friends, Text Message, Talking to a boss etc.
Verbal Communication is further divided into two types:
(a) Oral Communication (b) Written Communication

(a) Oral Communication: Communication with one another with the help of speech or with
the help of words is called oral communication.
Examples: Gossip with friends, Lectures etc.

* Formal Communication: A Formal communication is the process of exchanging

information by following the prescribed or official rules.
Formal Communication must be complex and thorough. It must have longer sentences and
full words. It will have no contraction or abbreviation and it will have no personal writing
style.
Examples: Email to a professor, Teaching, Job interview, Meeting etc.

*Informal Communication: An Informal communication is the process of spontaneous

exchange of information among various people of different status.
Informal Communication is conversational. It has slang chats and use of figure of speech. In
this type of conversation, personal or emotional tone is used. The speaker uses ‘You’ and
‘Your’ words, and speaks directly to audience.
Examples: Text message to a friend, Tweet or Facebook status, Family Dinner etc.
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(b) Written Communication: Communication with one another with the help of writing or
written words is called written communication. Written communication is the most effective
communication.
Examples: Letter, Email, Proposals, Postcards etc.
Written Communication also has Formal and Informal Communication.

(ii) Non-Verbal Communication: It was first described by Jurgen Ruesch in his book
“Nonverbal Communication” published in 1965. According to him, it is a type of
communication in which we don’t use language or words. Nonverbal
communication includes gestures, facial expressions, and body positions (known collectively
as “body language”).
Examples: Shaking hands, Patting on the back, Hugging, Pushing etc.

Non-Verbal Communication is further divided into five types:

(a) Kinesics (b) Personal appearance (c) Proxemics (d) Paralanguage (e) Haptics

(a) Kinesics: Kinesics was first used in 1952 by Ray Birdwhistell. Body language,
technically known as Kinesics, is very essential in communication. Human body and its
various parts play an important role in communication. The study of messages conveyed by
body movements is known as body language or Kinesics. Different body parts play specific
role in communication.
The role of different parts of the body in communication:

• Head: There is an old saying ‘Hold your head high’. It is a sign of honor, self-respect
and self-confidence. A head bent low, on the other hand, shows modesty, politeness
and guilt.

• Facial Expression: Face has been called the mirror of the mind because whatever a
person feels deep inside is reflected on his face. All parts of the face i.e. the lines of
forehead, the eyebrows, the muscles of cheeks, lips. All of these speak louder than
words.
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• Eye Contact: Eye contact is powerful tool of communication. It can be used in

positive ways to effectively express confidence, honesty, love, desire, friendship,
sympathy and more.
While negatively, eye contact can reflect lies, anger, lack of remorse etc.

• Gestures: Gestures are our hand movements. Different hand movements convey
different meaning. E.g. pounding of fist on table shows anger while a forefinger raised
above the head shows ‘Number 1’. Thumbs-up is acknowledged as ‘well done’ and
‘very good’.

• Posture: Posture is the way we stand or sit. Posture is the position adopted by our
body. There is a variety of postures including standing or sitting, leaning forward or
backward, arms crossing, legs spread, stretching or bending sideways.

(b) Personal appearance: In this type of communication one can simply judge a person’s
personality by seeing at his appearance. The way he is dressed, or how he has made his hairs
and facial hairs. We can know about his mood just by having a look at his dressing.

(c) Proxemics: Non-verbal signals which are mutually understood by the sender and the
receiver originate from many sources. One such important source is the space (Proxemics)
around us which communicates in its own way.
Space, technically known as ‘Proxemics’, is the study of communication by means of space.

• Intimate Space: Intimate space is suitable for highly confidential talks and decision
concerning sensitive matters. Only special people like family members, relatives and
close friends enter this space.

• Personal Space: Personal space extends from 18 inches to 4 feet. This distance is
reserved for more than just a casual friend. However, it is a no-contact distance.

• Social Space: Social space extends from 4 feet to 12 feet. Business or formal
conversations can be carried on this space.
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• Public Space: This is the distance reserved for public speakers which extends beyond
12 feet. Communication in this space is highly formal and objective. High pitch of
voice is used so as to be heard by a much larger group.

(d) Paralanguage (Vocalics): The word ‘Para’ means ‘like’ and therefore, paralanguage is
‘like language’. It is very closely associated with verbal language because it is concerned
with the way words are spoken.
To take an idea from a person’s speaking tone, the pitch of his voice or the speed of his
speaking, the volume of his voice etc.
One can use ironic words for someone.

• Quality: Each of us has a unique quality of voice. The voice can be affluent and deep,
melodious and attractive, soft and nasal, or butter and irritating.
• Volume: The volume in communication plays vital role. Weather our volume should
be loud or soft depends upon the situation and the place.
• Speed: The pace of our speech also should be moderate. If a person speaks too fast,
listener may not be able to comprehend complete meaning as he will miss some
words.
• Word Stress: Proper word stress is essential in communication. A speaker can change
the meaning by putting stress on a word here or a word there in the same sentence.
• Pauses: A pause is a temporary absence of sound in a sentence. It has great
significance in oral communication. A pause is used before and after making an
important statement.
• Pronunciation: The pronunciation differs from person to person, from region to
region and from nation to nation. But one’s pronunciation should be at least generally
accepted.

(e) Haptics: It is the study of touching as non-verbal communication. The sharing of

information by touching a person. It includes high five, clap, hand shake, kissing, pat on
shoulders or back etc.
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Forms Of Communication:
There are five main forms of communication:
(i) Interpersonal (ii) Intrapersonal (iii) Group (iv) Public (v) Mass

(i) Interpersonal Communication: (‘Inter’ is a prefix, meaning between)

- The sharing of ideas between two or more than two people.
- Interpersonal communication may be planned or unplanned.
- It is face to face communication.
- Interpersonal Communication builds relationships, maintains it and ends it.
We spend more time engaged in interpersonal communication than other forms of
communication.

(ii) Intrapersonal Communication: Intrapersonal communication is an internal process of

communicating with the self. It may be more commonly recognized as the "little voice in
your head" or "self-talk."
- Intrapersonal Communication only takes place in our head.
- When we are hungry, we communicate in our head that what we want to eat.

(iii) Group Communication: The sharing of ideas and information among 3 or more people
to achieve certain goals.
- It is more formal communication than interpersonal communication.
- It is a planned communication which means that a topic is assigned to the group.
- Each individual has his own position in the group.

(iv) Public Communication: Public communication happens when individuals and groups
engage in dialogue in the public sphere in order to deliver a message to a specific audience.
Public speaking events, newspaper editorials and billboard advertisements are a few forms of
public communication.
- It is formal communication.

(v) Mass Communication: Public Communication becomes mass communication when it is

transferred to people through electronic media or print media.
- Print media such as newspapers, magazines.
- Television, blogs, social media are mass communication.
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Problems of Communication:

3 levels are involved in communication

(i) Noticing → Senses → Sight, Hearing

In this level of communication we notice the message of the encoder. Mainly we notice the
message of encoder with the help of our senses, sight and hearing.

(ii) Understanding → Intelligence

After we have noticed the message, we have to understand it. Understanding the message
depends on our intelligence. If a person is more intelligent, he will easily understand the
message of encoder.

(iii) Acceptance → Mind Accepts or Not

After noticing and understanding the message, we have to see that it is acceptable or not. We
have to see that does our mind accept what the encoder has delivered or not.

When there is some blockage in any of these 3 levels of communication, problems in

communication causes.

Causes / Reasons of Problems in Communication:

(i) Physical Barrier: Physical barrier is the environmental and natural condition that act as a
barrier in communication in sending message from sender to receiver.
E.g. If a person is delivering a speech and there is so much noise in the crowd and some
people cannot hear what the speaker is saying, that is physical barrier.
Other examples are, Telephone call disconnection, Message sending failed etc.

(ii) Semantics Barrier: Semantics is the branch of linguistics which is concerned with the
meaning. We have two basics of semantics:

• Homophone: Same pronunciation; different meaning and spelling.

E.g. Sole, Soul (Sole: base of the foot, Soul: Spirit)
• Homograph: Sometime different pronunciation; different meaning; same spelling.
E.g. Bat, Bat (Bat: Bird, Bat: Cricket Bat)

When a person confuses in the meaning, semantics barrier occurs.

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(iii) Language Barrier: When languages of two regions are different from each other,
language barrier occurs.
E.g. Pashto of KPK is different from the Pashto of Baluchistan.
Solution: Use international language OR use a translator.

Characteristics of Communications:

(i) Two or More Persons: The first important characteristic of communication is that there
must be a minimum number of two persons because no single individual can have an
exchange of ideas with himself. A listener is necessary to receive one’s ideas. Therefore,
there must be at least two persons-the sender of information and the receiver.

(ii) Exchange of Ideas: Communication cannot be thought of in the absence of exchange of

ideas. In order to complete the process of communication there must be an exchange of ideas,
orders, feelings, etc., among two or more than two persons.

(iii) Mutual Understanding: Mutual understanding means that the receiver should receive
the information in the same spirit with which it is being given. In the process of
communication, it is more important to understand the information rather than carry it out.

(iv) Direct and Indirect Communication: It is not necessary in communication that the
receiver and giver of information should be face-to-face with each other. Communication can
be both direct and indirect. Direct communication means face-to-face conversation, while
indirect communication is through other means.

(v) Continuous Process: Communication is an endless process, as is the case with business
where the manager continuously assigns work to his subordinates, tries to know the progress
of the work and gives directions.

(vi) Use of Words as well as Symbols: There can be many means of communication, like the
written, the oral and symbolic. The examples of symbolic communication are the ringing of
bell for closing a school or a college, saying something by the movement of the neck,
showing anger or disapproval through eyes, giving some decision by the raising of a finger in
cricket, etc.
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Reading Skills:

(i) Intensive reading (ii) Extensive reading (iii) Skimming (iv) Scanning

(i) Intensive reading: In intensive reading we have to read something in full details and we
have to understand difficult words in that something. The topic of intensive reading is short.
E.g. if a person is signing a contract, he has to read the short text contract in full details
before signing it.

Advantages and disadvantages of Intensive reading:

• We cover a narrow area with intensive reading.

E.g. A single chapter of a book.
• Student study is more complex. Creativity of students stops.
• Student use dictionary for the meaning of difficult words.
It encourages dictionary use

(ii) Extensive reading: Extensive reading is surface reading. It is always for the purpose of
pleasure. We don’t need to completely understand but just to get a summary.
E.g. Reading headlines in newspaper is extensive reading. OR Seeing pictures in magazines.

Advantages and disadvantages of Extensive reading:

• We cover a larger area with extensive reading.

E.g. Reading a novel (for pleasure)
• Student study is less complex. Creativity of students arise, creativity develops.
• Students don’t use dictionary for meaning of difficult words.
• It discourages dictionary use.

(iii) Skimming: Skimming is reading a text quickly to get a general idea of meaning.

Skimming is a specific reading skill which is common in reading newspapers, messages and
e-mails. It is important that learners understand that there is no need to read every word when
skimming, so often teachers set this as a timed task to encourage speed.
E.g. The Newspaper: to quickly get the general news of the day.
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(iv) Scanning: Scanning is a reading technique to be used when you want to find specific
information quickly. In scanning you have a question in your mind and you read a passage
only to find the answer, ignoring unrelated information.
E.g. finding figures or names in an article or text.