COMMUNICATION SKILLS

Trainer Name: Muhammad Noman Sheikh

Training Dates: 18th, 19th & 20th October 2021
LEARNING OBJECTIVES

 When you have completed this module you will

be able to define the key concepts associated
with Communication Skills and you will be able
to:
 Importance of Communication Skills in your daily
role
 Understand the objective of Communication
 Understand a range of process, models and
types of Communication Skills
 Use these techniques to build an effective
communication skills that will enhance your
productivity in professional and personal life.
 Understand the techniques to write professional
memos, reports and formal letters.
ICEBREAKER ACTIVITY
Communication occurs
wherever life exits
 MEANING OF COMMUNICATION
o The word “communication” is derived from the Latin
word “communico” which means “To share”. It is the
act of sharing thought, opinion, and ideas.
o It is the two-way process
1. Speaker
2. Listener
WHAT IS COMMUNICATION
• ‘The exchanging of information by speaking, writing, or using some other medium.’
• Sharing of ideas, concepts, imaginations, behaviours and written content.
• ‘The transfer of information from one place to another.’
WHAT IS THE REASONS OF COMMUNICATION

• To inform
• To express feelings
• To imagine
• to influence
• To meet social expectations.
OBJECTIVES OF
COMMUNICATION
Communication can be used for following objectives
1. Information
2. Advice
3. Order
4. Suggestion
5. Persuasion
6. Education
7. Warning
8. Motivation
9. Counseling
10. Morale boosting
OBJECTIVES OF COMMUNICATION

1. INFORMATION
One of the important objectives of
communication is passing or receiving
information about a particular fact. If
large groups have to be informed, a
meeting may be called.
OBJECTIVES OF
COMMUNICATION

2. ADVICE
Advice is a kind of information. It
means opinion given as to the action to
be taken. Advice should be related to a
specific piece of work.
OBJECTIVES OF
COMMUNICATION

3. ORDER
Order is an authoritative
communication. It should be clear and
complete. Its execution should be
possible.
OBJECTIVES OF
COMMUNICATION

4. SUGGESTION
Suggestion means proposing
something for acceptance or rejection.
Subordinates normally give suggestion.
OBJECTIVES OF
COMMUNICATION

5. PERSUASION
Promoting a person to act mostly in a
positive way is known as persuasion.
Persuasion is an important objective of
communication.
OBJECTIVES OF
COMMUNICATION

6. EDUCATION
Education involves imparting
instruction, character, building,
enriching mental faculties, giving
training to human being etc. it aims the
knowledge and improving skills.
OBJECTIVES OF
COMMUNICATION

7. WARNING
• Warning is forceful means of
communication. It gives oral or written.
• Example; no smoking, beware of dogs,
dangers.
OBJECTIVES OF
COMMUNICATION

8. MOTIVATION
Interest in job in the minds of employees
is known as motivation. A motivated
worker does not need much supervision.
OBJECTIVES OF
COMMUNICATION

9. COUNSELING
Counseling is objective and impersonal,
whereas advice is a personal touch.
Counseling is almost professional,
whereas advice is not so.
OBJECTIVES OF
COMMUNICATION

10. MORALE BOOSTING

It refers to team spirit and co-operation
of people for a common purpose. If the
workers are highly motivated, morale is
also said to be high.
THE COMMUNICATION PROCESS
• Sender: The sender is the person who transmits a message. He is the communicator and is one who gets the entire process of
communication started. He wants to get his opinions, ideas, facts, thoughts or information to the receiver.

• Message: A message is the actual information that has to be conveyed. Communication is unthinkable without a message. Message
can broadly divide into verbal and non-verbal. The message must be clear, complete, unambiguous and courteous.

• Encoding: The process of converting thoughts into suitable words, charts, symbols or any other forms in which they can be
understood by the receiver is called encoding.

• Channel: The communication is achieved through a channel. This channel can be vocal, letter, email, fax, telephone or memos,
reports, bulletins, posters and manuals.

• Receiver: The person who receives the message, decodes it and understand it or attaches some meaning to it is receiver.

• Decoding: The process of understanding the message of the sender by receiver in any channels.

• Feedback: The return of communication from the receiver to the sender is known as feedback.
THE COMMUNICATION PROCESS

Sender Encoding

Channel Noise Message

Barrier
Feedback Channel

Decoding Receiver
DIFFERENT
COMMUNICATION
MODELS

• Shannon's Model

• Berlo's Model

• Schramm's Model
 DIFFERENT COMMUNICATION MODELS

SHANNON'S MODEL
 One of the earliest models of
communication that introduced was
Claude Shannon's model. This was
introduced in 1948.

 Following is a simple illustration of

this model.
 DIFFERENT COMMUNICATION MODELS

SHANNON'S MODEL

• The diagram above clearly illustrates how communication takes

place, and also helps one to determine what could go wrong.
• In Shannon's model, the information source typically refers to a
person, who then sends a message with the use of a
transmitter.
• This transmitter could be any instrument today, from phones to
computers and other devices. The signals that are sent and
received can be vary depending on the method of
communication.
• The box at the bottom called NOISE refers to any signals that
may interfere with the message being carried. This again would
depend on the method of communication.
• The receiver is the instrument or the person on the other side
that receives the. This model is the simplest models to
understand the workings of the communication process.
 DIFFERENT COMMUNICATION MODELS

BERLO’S MODEL

 Another famous communication model is Berlo's model. In this model, he stresses on the
relationship between the person sending the message and the receiver.
 According to this model, for the message to be properly encoded and decoded, the communication
skills of both the source and the receiver should be at best. The communication will be at its best
only if the two points are skilled.
 Berlo's model has four main components, and each component has its own subcomponents
describing the assisting factors for each.
 Following is the illustration of this model.
 DIFFERENT COMMUNICATION MODELS

BERLO’S MODEL
 DIFFERENT COMMUNICATION MODELS

SCHRAMM’S MODEL
 Schramm on the other hand, emphasized in 1954 that both the sender and the receiver take turns playing
the role of the encoder and the decoder when it comes to communication.
 The following diagram illustrates the model proposed by Schramm.
 These models have been followed by various other models such as the 'Helical' model, Aristotle's models
and several other models.
 You should always keep in mind that each of these models has both their advantages and disadvantages.
While some communication models try to break down the whole process in order to make it easier to
understand, they are not always as simple as they seem.
 There are several complexities involved in communications models. This is one thing that needs to be
carefully understood in the process of understanding how these models work.
 DIFFERENT COMMUNICATION MODELS

SCHRAMM’S MODEL
THE MODES OF
COMMUNICATION

Following are the main modes

of conveying and interpreting
messages
• Speaking
• Listening
• Reading
• Writing 
TYPES OF
COMMUNICATION
Following are the main modes of conveying and
interpreting messages
1. One Way, Two Way Communication

2. Verbal Communication

3. Non-Verbal Communication

4. Written Communication

5. Listening

6. Visual Communication

7. Various Cultural and Intercultural Modes of

Communication
 DIFFERENCE B/W
TYPES & MODES
OF
COMMUNICATION
TYPES OF COMMUNICATION

 One Way Communication

• One-way Communication involves the
transfer of information in one direction
only, from sender to the receiver.
• There is no opportunity for the receiver
to give feedback to the sender.
• E.g. Weather report on television,
commercial, newspaper, recorded
music, movies, sign boards etc. (MASS
COMMUNICATON)
TYPES OF COMMUNICATION

 Two Way Communication

• Two-Way Communication is a form of
transmission in which both parties
involved, transmit communication.
• Two-Way Communication has also been
referred to as Interpersonal
Communication.
• E.g. Chat Rooms and Instant Messaging,
Telephone Conversation, Classroom
Lectures etc.
 2. VERBAL COMMUNICATION
• Through spoken words and the use of
speech and language to convey
messages.
TYPES OF • It occurs when we speak to others.
COMMUNICATION
• It can be formal and informal.
• Verbal communication and non-
verbal communication work together.
• Therefore every person has a unique
communication style.
TYPES OF
COMMUNICATION

 Verbal Communication

• In this type of communication the professional

uses language as a vehicle of communication.
1. Oral Communication – A face-to-face
interaction between the sender and the
receiver.
E.g. Making presentations and appearing for
interviews.

2. Written Communication – The sender uses the

written mode to transmit his/her messages.
E.g. Writing CV, Reports and Emails.
TYPES OF
COMMUNICATION
 Verbal Communication
• Formal Communication
o Communication takes place through the
formal channels of the organization
structure along the lines of authority
established by the management.
o Such communications are generally in
writing and may take any of the forms;
policy, manuals, procedures and rules
books, memorandum, official meetings,
reports, notifications etc.
TYPES OF COMMUNICATION
 Verbal Communication

• Informal Communication
o Communication arising out of all those channels of
communication that fall outside the formal
channels is known as Informal Communication.
o Informal Communication does not follow lines of
authority as in the case of Formal Communication.
o Such communication is usually oral and may be
covered even by simple glance, gesture or smile or
silence.
o E.g. Talking with friends, smile to greeting
someone.
TYPES OF
COMMUNICATION

 Verbal Communication

• Informal Communication

o Grapevine – It is an informal type of

communication and is called so because it
stretches throughout the organization in all
directions irrespective of the authority levels.

o It exists more at lower levels of organization.

o Thus, Grapevine spreads like fire and it is not

easy to trace the cause of such communication
at times
TYPES OF COMMUNICATION
Communication Style
• Every person has a unique
communication style.
• A way in which they interact
and exchange information
with others.
• It can be formal and informal.
• There are THREE basic
communication styles.
1) Passive
2) Aggressive
3) Assertive
TYPES OF COMMUNICATION
Communication Style
• Person with this style tends to be a ‘pushover’, allowing
people to walk all over them.
PASSIVE
• A lack of eye contact, poor body posture and an inability to
say “no.”

• This individual tends to be so combative that people might

AGGRESSIVE avoid to interact with a person having this style.
• Often issue commands, ask questions rudely and fail to
listen to others.
• This person is professionally assertive when dealing with
people even when people are difficult. They continue to be
ASSERTIVE open, even if one disagrees with his opinion.
• Express their own needs, desires, ideas and feelings, while
also considering the needs of others.
TYPES OF
COMMUNICATI
ON
 Communication
Style
 Share Example of
which type of
sentence usually
these
Communication
Style People use in
their
communication.
TYPES OF COMMUNICATION
 Example of Communication Style
• I don’t know
• You have more experience then I. You decide.
PASSIVE
• I’ll go with whatever the group decides.
• Yes, yes, yes, yes……..

• I’m right and you’re wrong.

AGGRESSIVE • It’s all your fault.
• Who cares what you feel. We’re talking about making
things work here.

• I would appreciate it if you.

ASSERTIVE • Let me understand your thoughts on this.
• I think, I feel and I believe that
TYPES OF COMMUNICATION
 Example of Communication Style

WHAT YOU WHAT OTHER

Assertive
WANT WANT

Aggressive Passive
TYPES OF COMMUNICATION
 Communication Style
How to become Assertive
Communicator
 Take ownership (use “I”
statements)
 Maintain eye contact
 Learn to say “no”
 Voice your needs and desires
confidently
TYPES OF COMMUNICATION
2. Non-Verbal Communication
• Body language, facial expressions, eye contact, appearance,
sign language.
• Non-verbal communication complements verbal
communication
• It helps when words don’t help.
• It is an important type of communication in interviews and
discussions (meeting) as they value a lot.
TYPES OF COMMUNICATION
2. Non-Verbal Communication

Link: https://youtu.be/SKhsavlvuao
TYPES OF COMMUNICATION

3.Written Communication
• It happens through email, memos, texts,
posts, etc.
• It helps you share your thoughts well,
• Problem: But sometimes it does not fully
convey the emotion that you are trying to
share.
• Solution: Sharpen your 7 C’s of Business
Communication
TYPES OF COMMUNICATION
The American Professors Frank Groves and Richard Vilstrup
3.Written Communication give the seven C's of communication.

 7 C’s of Business Communication

1. Clear
2. Concise
7 Cs of communication provide
3. Concrete a checklist for making sure that
your meeting, emails,
4. Correct conference calls, reports, and
presentations are well
5. Consider constructed and clear – so your
audience gets your message.
6. Complete
7. Courteous
TYPES OF COMMUNICATION
3.Written Communication
7 C’s of Business Communication
1. CLEAR / CLARITY (SIMPLY)
Practicing clarity in your communication ensures that the message
is received accurately. You should know what you wish to say and
how to say it. Use language that can be easily understood, and
resist the temptation to include unnecessary information.
Example:
• Instead of saying, “We have considered the consequences of the
existing policy on the hiring strategies we employ with our
human resources department and updated them accordingly,”
say, “We have updated our hiring policy.”
TYPES OF COMMUNICATION
3.Written Communication

 7 C’s of Business Communication

2. CONCISE (GET TO THE POINT , SHORT, IN BRIEF)

Never use more words than is necessary. Brevity is more easily understood, though
you must avoid discourtesy. Concise messages save you and the recipient time, too. To
be concise, follow these rules:
• Eliminate unnecessary words
• Use action verbs
• Remove repetition
Example:
• “As a matter of fact, during the month of June, all employees must ensure that they
wear appropriate clothing to ensure they stay cool while the air-conditioning is
being repaired.”
Becomes:
• “Indeed, during June, employees must wear appropriate clothing to stay cool
while the air-conditioning is repaired.”
TYPES OF COMMUNICATION
3.Written Communication

 7 C’s of Business Communication

3. CORRECT (FACTS AND PROOFREADING)

You must communicate with correctness – correct grammar, language,

data, etc. In written communication, you should proofread before
sending.
Example:
• “You may enter the building during opening hours but must show
relevant I.D.”
Immediately, the recipient of this information has two questions:
• “What are the opening hours, and what ID is considered relevant?
• Correctness in this communication is conveyed by saying, “You may
enter the building during the opening hours of 9am to 5pm daily,
but must show your employee identity card.”
TYPES OF COMMUNICATION
3.Written Communication

 7 C’s of Business Communication

4. CONCRETENESS (SPECIFIC INSTEAD OF GENERALIZATION)

• Concrete communication is specific, clear, and meaningful. It avoids

ambiguity, uses available facts and figures to add authenticity, and builds
around an active voice.
Example:
• An example would be poor communication of underperformance during a
one-to-one. You might say, “Your sales numbers are on the low side. They
need to be improved to at least the team’s average.”
• Give your employee concrete direction with evidence and an active voice:
• “Your sales conversion rate is below 50%. You must improve this to the
team average of 65% or higher.”
TYPES OF COMMUNICATION
3.Written Communication

 7 C’s of Business Communication

5. COURTESY (STEPPING INTO AUDIENCE SHOES)

• Employ courtesy when communicating. This shows you respect the recipient and
helps to build goodwill. You must ensure that you are sincere, thoughtful, and do
not use biased language.
Example:
• “I don’t appreciate how your team ignores requests for collaboration from my
team. The work we do is equally as important as your work. Could you make
certain that your team collaborates more readily from now on?”
• Such a message is unlikely to encourage a negative response. Instead, a more
effective approach would be:
• “I understand that your team is extremely busy and receives many requests to
collaborate on project work. However, my team is working a highly urgent
project with enormous mutual benefits. I would greatly appreciate if you could
ask your team to collaborate more effectively with mine to move this project
forward faster. If there is any help that we can provide to make this happen,
please let me know.”
TYPES OF COMMUNICATION
3.Written Communication

 7 C’s of Business Communication

6. CONSIDERATION
• Be considerate with your messaging by putting yourself in the position of the
recipient. Focus on communicating to ‘you’, considering needs and issues experienced
by the recipient.
Example:
• Imagine that you are unable to pay a promised bonus. How do you communicate
this?
• “We are unable to pay bonuses now. The business is awaiting payment from a major
client. Once this payment is received, we can consider paying contractual bonuses as
soon as is practicable.”
• This could be better conveyed as follows:
• “Unfortunately, we are not presently in the position to pay your bonus. However, as
soon as our major client has settled their account, we will pay any bonuses owed to
you. We’re sorry about this delay, but are sure you understand our need for positive
cash flow and the long-term benefits this will deliver to you.”
TYPES OF COMMUNICATION
3.Written Communication
 7 C’s of Business Communication

7. COMPLETENESS (NO NECESSARY INFORMATION IS MISSING)

• Your message should be complete, delivering all the facts needed for
the recipient to make an informed decision. Incomplete messages
often receive poor responses.
• To ensure your communication is complete, ask if it answers the
what, when, why, who, where, and how.
Example:
• “You haven’t completed the task that I set you,” is a message full of
ambiguity. Instead, make sure you include all relevant facts:
• “The data analysis for client ABC that I asked for on March 5 should
have been completed by today. Will you have it finished this
afternoon?”
TYPES OF
COMMUNICATION
4.Listening
• It helps you understand the
perspective of the
communicator and effectively
engage with them.
• The process of any
communication takes a crucial
value at listening correctly and
responding appropriately.
TYPES OF
COMMUNICATION
5.Visual Communication
• Visual messages like pictures, graphs, objects and
other visual facets.
• Communication is a crucial part of today’s methods
of conveying important information. It is used in
presentations, televisions, etc.
 6.Various Cultural and Intercultural Modes of
Communication
• Several cultural modes of communication are
specific to each area and culture.
• It can be symbolic usage of actions, body
TYPES OF language, etc.
• The culture of a person is not just what they eat
COMMUNICATION or wear but also how they communicate. 
• Verbal communication, different cultures have
different languages, dialects, and even accents.
• For example, the tone of a native German
speaker might angry with a British speaker,
even if they both are speaking in English. 
BUSINESS
COMMUNICATION
SKILL
PROOFREADING
RULES
BE A GOOD LISTENER
There are five rules to effective listening:
1. Don’t interrupt.
2. Don’t jump to conclusions.
3. Don’t judge the messenger.
4. Don’t be selfish.
5. Don’t tune out
IMPROVE YOUR
WRITING
Good writing will make you stand
out. It will help you excel at school,
on the job, and in extracurricular
activities. How do you improve
your writing?
THE COVER LETTER
• Cover letters (also called job application letters)
usually accompany resumes .
• Both the cover letter and resume are sent to an
employer when you are applying for a job.
• The resume lists your qualifications for a job in detail
and the cover letter discusses them briefly.
• The purpose of a cover letter is to persuade—to
persuade an employer to interview you for a job
• The next step is to know your reader. What will the
reader find most persuasive?
• You should list only the experience and skills that you
possess that are mostly likely to convince the reader
to interview you.
THE COVER
LETTER
• In a cover letter, the most important
information to include is the position for which
you are applying Otherwise, the reader won’t
know why you are writing. This information
goes in the first paragraph.
• The second paragraph should describe the one
or two skills or work experiences that make
you most qualified for the job. This is where
you hook the reader’s attention by telling her
something she cares about and persuading her
to consider you for the position.
• A third paragraph might mention several
additional but less important qualifications you
possess. Conclude the letter by asking for an
interview.
COVER LETTER
DRAFTING
Write a cover letter. Select a position for
which you are qualified based on your work
experience and skills. Highlight these skills
and experiences and save the cover letter so
you can refer to it.
MEMOS AND REPORTS
• Good writing is simple and clear.
• You should leave no doubt in the minds of
your readers about what you are trying to say
to them.
• Choose words that are easy to pronounce
and can be understood by everyone.
Unfamiliar words cause readers to slow down
or even stop reading all together. You don’t
want your readers to stop reading; they will
lose the message that you are trying to
communicate.
MEMOS AND
REPORTS
Your supervisor asked you to write a
brief report on the training program
you attended at the training center.
You should begin the report this way:
The training program featured
interesting classes, excellent
instruction, and extensive hands-on
experience. It taught you about
many types of communication skill.
And you will apply all your learning
in your daily communication.
IMPORTANCE OF
PUBLIC SPEAKING
• The ability to deliver an effective talk
is one of the most valuable skills you
can possess
• most people are afraid of public
speaking. In fact, recent polls indicate
that they fear it more than death
itself.
• Stage fright is not uncommon, even
among good speakers. But they
generally don’t react.
• Instead, there are several approaches
they use to conquer their fears.
THANKS