GANPAT UNIVERSITY

U. V. Patel College of Engineering

Semester-I

[B.Tech (Civil/EE/BME/BT/ME/MC/Auto/Petro/MR/EC) & B.Sc-NS]

2HS1101: Communication Skills

Unit: 1 - Basics of Communication

Background:

▪ We are living in an era of technological advancement and tough competition where knowledge and
core competencies have come to central position. Effective skills of communication are essential in
leading a meaningful and successful life because we learn many things by interacting with various
kinds of people we meet in our day-to-day lives. An individual’s success or failure largely depends
on his/her communicative abilities but very few persons possess a combination of technical skills
and communication skills.
▪ In the increasingly hectic and competitive world today, effective communication has become a
prerequisite for success in different walks of life. Business people are professionals and engineers
must possess sound communication skills since they have to encounter the communication situations
everyday wherein they are required to communicate with their counterparts, colleagues and clients
using English.
▪ By ignoring important aspects of communication, we invite a number of problems into our lives
which can range from hurting feelings of others to wars between two nations.
▪ There are four skills of communication – where Listening and Reading are receptive skills whereas
Writing and Speaking are Productive Skills.
▪ Listening:
Everyday conversations with colleagues and top management, telephonic talks, expert lectures,
attending presentations, interviews, panel discussions, meetings, parliament sessions, press conferences
and media interviews, seminars/workshops/conferences/conventions/exhibitions etc.
▪ Reading:
Reading of newspapers, e-mails, reports, business letters, text books, reference books, story-books,
novels etc.
▪ Writing:
Business and official Letters, e-mails, reports, drafts of advertisements etc.

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▪ Speaking:
Everyday formal conversations, conducting meetings, facing interviews, making effective
presentations, participation in debates and panel discussions, delivering public addresses etc.

Definition:

▪ The term ‘Communication’ is derived from the Latin word ‘communicare’ which means ‘to share’.
▪ Communication refers to sharing of information, ideas, facts, opinions and attitudes with others.
▪ Communication is an interactive process aimed at sharing/exchanging ideas, thoughts,
feelings, emotions, knowledge, and opinions between two persons/parties using a suitable
medium/channel.
Process: Series of actions that you perform in order to achieve a result
Share/Exchange: When you offer something to someone and they offer you something else in return
Medium: Tool to transfer ideas from one mind to the other mind
Channel: something through which the tool passes
Principles:
✔ Communication is a two-way process
✔ Communication is a continuous and systematic process
✔ Communication requires proper coordination and co-operation between the two parties (Sender
and Receiver)
✔ Communication is always a contextual phenomenon.
✔ Communication is irreversible.
✔ Medium is a mandatory requirement in communication because no communication is possible
without a medium.
The Seven Cs of Effective Communication:
According to the seven Cs, communication needs to be: clear, concise, concrete, correct, coherent,
complete and courteous.
Have a look at each of the 7 Cs of Communication, and we’ll illustrate each element with both good
and bad examples.
1. Clear 5. Coherent
2. Concise 6. Complete
3. Concrete 7. Courteous
4. Correct
1. Clear
When writing or speaking to someone, be clear about your goal or message. What is your purpose in
communicating with this person? If you’re not sure, then your audience won’t be sure either.
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 To be clear, try to minimize the number of ideas in each sentence. Make sure that it’s easy for your
reader to understand your meaning. People shouldn’t have to “read between the lines” and make
assumptions on their own to understand what you’re trying to say.
Information and actions required must be clear so the reader has the information they need to act.
2. Concise
When you’re concise in your communication, you stick to the point and keep it brief. Your audience
doesn’t want to read six sentences when you could communicate your message in three.
Are there any adjectives or “filler words” that you can delete? You can often eliminate words like
“for instance,” “you see,” “definitely,” “kind of,” “literally,” “basically,” or “I mean.”
Are there any unnecessary sentences?
Have you repeated the point several times, in different ways?
3. Concrete
When your message is concrete, then your audience has a clear picture of what you’re telling them.
There are details (but not too many!) and vivid facts, and there’s laser-like focus. Your message is
solid.
4. Correct
When your communication is correct, it fits your audience. And correct communication is also
error-free communication.
Do the technical terms you use fit your audience’s level of education or knowledge?
Have you checked your writing for grammatical errors? Remember, spell checkers won’t catch
everything.
Are all names and titles spelled correctly?
5. Coherent
When your communication is coherent, it’s logical. All points are connected and relevant to the
main topic, and the tone and flow of the text is consistent.
6. Complete
In a complete message, the audience has everything they need to be informed and, if applicable,
take action.
Does your message include a “call to action,” so that your audience clearly knows what you want
them to do?
Have you included all relevant information – contact names, dates, times, locations, and so on?
7. Courteous
Courteous communication is friendly, open, and honest. There are no hidden insults or passive-
aggressive tones. You keep your reader’s viewpoint in mind, and you’re empathetic to their needs.

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Functions of Communication:
No communication is purposeless. Communication performs the following functions.To inform / To
educate / To explain / To train: A Teacher to the students, a Trainer to the trainees
To inquire: A Customer to a Relationship officer of a bank
To request: A junior executive to the superior
To order / To instruct: A senior officer to the junior executive
To persuade / To Convince: A salesperson to the customer
To sympathize / to console: One friend to another friend, One relative to another relative
To appreciate / To motivate / To inspire: A father to the son, Audience to the artist
To warn / To threaten: A supervisor to the worker
To entertain: A joker to the audience

Process:
(Use any
one of the
following
diagrams)

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Sender/Encoder:
Sender/ Encoder is a person who sends the message. A sender makes use of symbols (words or graphic
or visual aids) to convey the message and produce the required response.
For instance: a training manager conducting training for a new batch of employees.
Sender may be an individual or a group or an organization. The views, background, approach, skills,
competencies, and knowledge of the sender have a great impact on the message. The verbal and non
verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the
same terms as intended by the sender.
Recipient/Decoder:
Recipient/Decoder is a person for whom the message is intended / aimed / targeted.
The degree to which the decoder understands the message is dependent upon various factors such as
knowledge of the recipient, their responsiveness to the message, and the reliance of the encoder on the
decoder.
Medium - Medium is a means used to exchange / transmit the message. The sender must choose an
appropriate medium for transmitting the message else the message might not be conveyed to the
desired recipients. The choice of appropriate medium of communication is essential for making the
message effective and correctly interpreted by the recipient. This choice of communication medium
varies depending upon the features of communication. For instance - Written medium is chosen when a
message has to be conveyed to a small group of people, while an oral medium is chosen when
spontaneous feedback is required from the recipient as misunderstandings are cleared then and there.
Stages of Communication Process:
Stimulus - Response:
We perceive any external sound, smell, taste, touch or image through the god-gifted sense (ear, nose,
tongue, skin or eye). This is called a stimulus which goes to the brain and corresponding information is
recalled. This recalled information is called Response. It is a raw-material for idea generation.
For example: you see some picture – identity goes to mind – identity is established - corresponding
information about the picture is recalled – you create the idea from that information
Ideation:
• We create ideas from the recalled information.
• The idea depends on the sender's knowledge, relationship, experiences, and abilities, as well as the
purpose of communication and the context of the communicative situation.

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• Our mind prepares the idea and some other factors like medium, non-verbal expressions etc are also
determined. Messages generally have two kinds of content: logical and emotional
For example: Former girl classmate – in the bus – with two kids – her husband is also present – you
will control your feelings and communicate differently. If she is alone – you will communicate in some
different way – you will become more informal.

Encoding:
Encoding is a process of changing the information into some form of logical and coded message. Three
important steps of Encoding are:
1. Selecting a language;
2. Selecting a medium of communication; and
3. Selecting an appropriate communication form.
Transmission:
• Transmission refers to the flow of messages over the chosen channel.
• keeps the communication channel free from interference
• It involves choosing: the proper time (when to communicate), proper place (where to communicate)
and proper way (how to communicate)
Decoding:
• Decoding is a process of converting a message into thoughts by translating the received message.
• The receiver has to assign meaning to a message in order to understand it.
• Decoding involves interpretation and analysis of a message.
• In oral communication, decoding involves - listening and understanding.
• In written communication, decoding involves - reading and understanding.
Feedback:
• It is the last stage in the communication process.
• It is called the action or reaction of the receiver to the message.
• It helps the sender in confirming the correct interpretation of the message by the decoder.
• Feedback may be verbal (through words) or non-verbal (in the form of smiles, sighs, etc.).
Modes and Methods:
Modes:
Formal and Informal
Verbal and Non-verbal
Methods:
Oral, Written
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Non-verbal: Facial Expressions, Gestures, Body Language (Postures), Signs, Signals, Pictures, Map,
Chart, Graph, Color, Silence
Oral communication is communication through spoken words.
Examples: Face-to-face and telephonic conversations, meetings, speeches, presentations, discussions
etc.
Oral communication is recommended when:
• Time is less • Matter is urgent • Interaction is required
Advantages of Oral Communication:
• Quick and time saving • Quick feedback
• Less expensive • More convincing
• Use of non-verbal components • Illiterates can be communicated
• Transparent • Convenient/reliable for Groups
• Flexible
Disadvantages of Oral Communication:
• Less authentic • Higher chances of misunderstanding
• More informal • Not-effective if poor speaker
• Instant • Not suitable for lengthy details
• Less systematic • Poor retention
Written communication means communication through written symbols (words).
Examples: Notice, circular, letter, memo, e-mail, fax, report, article, note, bulletin etc.
Advantages of Written Communication:
• Better clarity • More precise
• Permanent record • More systematic
• Legal evidence • Accurate
• Transparent • Suitable for lengthy & complicated
Disadvantages of Written Communication:
• Slow and time-consuming • Good language skills needed
• Bit expensive • Not helpful to illiterate people
Barriers to Communication with Remedies:
• Any communication is complete and successful only when the receiver understands the meaning as
well as intention of the message in the same form with which the sender has sent it.
• But, unfortunately it is not possible. “There is nothing like 100% successful communication in the
world”

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• During the process of communication, knowingly or unknowingly something noticeable or
unnoticeable always goes wrong which hampers the overall effectiveness of the message. This factor
is called ‘barrier’ or ‘noise’.
Definition:
“Any disturbance (fault or error) that prevents us from transmitting our ideas meaningfully to others is
called barrier or noise.”

Five points formula for resolving barriers:

• Identify the problem

• Find the cause
• Work out alternative solutions
• Select the best solution
• Follow rigorously
Categories of Barriers:

Barriers are categorized in the following classes.

(1) Intrapersonal: (within the sender or receiver)

Intrapersonal barriers are caused due to differences in ideologies, attitudes or beliefs.

The following are the variants of Intrapersonal Barriers.

Wrong Assumption: (Sender)

Assumption means ‘something that you accept as true without question or proof’.

If the message is formed from the assumption, it tends to be wrong. Hence, wrong
information/message is communicated.

For example: Well-dressed audience (workers)-expert assumes them to be well-educated-expert

delivers lectures in English-audience does not follow.

Remedy: One should test the truth of assumption before the message based on it is conveyed.

Varied Perception: (Sender)

Perception means ‘the process of understanding things/people etc. using senses’

In perception stimulus-response occurs. If I have stored the smell of rose as the smell of shoe-flower in
mind, whenever I come across the smell of rose, I will take it as the smell of shoe-flower. Hence, if I
say ‘How sweet this smell of shoe-flower is!’. Someone who identifies the smell correctly would be
surprised on hearing this.

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My perception was wrong and hence my message is faulty. We must understand that the perception
would be different from person to person. We should verify the truth of our perception with other
before it is passed on to others.

Remedy: Our perception should be compared with others’ perception and only after testing its
correctness; the message should be formed and passed on.

Differing background: (Sender)

Background refers to ‘the circumstances in which one is born and brought up’.

Any given two persons would differ from each other in terms of education, gender, financial
conditions, age, experience, language etc.

For Example: A cardiac surgeon-speaks to an art teacher-explains heart blockage in medical language

Remedy: We must know the background and level of the audience before initiating communication
with them.

Wrong inference: (Sender)

The meaning of inference is ‘conclusion’.

If the message is formed from a wrong conclusion, false information would be passed.

The inference should be drawn only after proper testing and verification.

Inferences are more dramatic than fact, and for this reason they give wide scope for gossip and rumor
to grow.

For example: wet ground-it is taken wrongly as it has rained-in fact the water is sprinkled to stop the
dust from raising

Remedy: Just like perception, one should test the inference before communicating a message based on
it.

Blocked Categories: (Receiver)

Blocked categories mean ‘people obsessed with certain beliefs and not accepting anything that is not in
tune with their ideas’. They turn deaf to anything that is new and not matching to their thinking.

For example: A maintenance engineer-traditional working style-one ITI (electrical) worker suggests a
plan to save energy-the engineer turns deaf to his suggestion.

Remedy: We should leave that narrow-mindedness and we should respect the knowledge and
intelligence of others as well.

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Categorical thinking: (Receiver)

Some people possess the flaw in their nature called know-it-all.

Such people do not pay careful attention to anything that others speak.

Finally, they are caught in an embarrassing position when they are asked about what the speaker said.

For example:The Presidentcalled the meeting of Managers-finance manager is pansophist-he does not
listen to the new guidelines-others send the details in time but, no details reach the president from him-
when he is contacted, he wonders if the point was discussed in the meeting.

Remedy: We should overcome such a superioritycomplex. We should leave that narrow-mindedness

and we should respect the knowledge and intelligence of others as well.

(2) Interpersonal: (between sender and receiver)

Interpersonal barriers are caused due to inappropriate transaction of words between sender and
receiver.

The following are the variants of Interpersonal Barriers.

Limited vocabulary: (Sender and Receiver)

Vocabulary (knowledge of words) is very important. Good Assumption means ‘something that you
accept as true without question or proof’.

If the sender does not have powerful vocabulary, he/she cannot communicate the message effectively.

If the receiver has limited vocabulary, he/she cannot understand the thought/idea expressed by the
sender.

Remedy: Both sender and receiver must enrich their vocabulary.

Incongruity between Verbal & Non-verbal messages: (Sender and Receiver)

Facial expressions have special significance in interpersonal communication.

The facial expressions, gestures and oral message – all three must be in tune.

Remedy: While conveying pleasant messages, there should be feelings of pleasure on face; while sad
news is imparted, there should be expressions of grief; while stressing the point, the open index finger
should be wagged: while denying, the head should move horizontally etc.

Emotional outburst: (Sender and Receiver)

Communication is a sort of action in which the heart and mind both equally participate.

It should not happen that one overpowers the other.

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When we are emotionally charged, we lose track of language and we start stammering. The same
happens when we get angry at somebody.

Remedy: It is necessary that we should cool down first and then only should communicate.

Communication Selectivity: (Sender and Receiver)

As a human being, we prefer to listen or speak about only those things that we like the most.
We listen or speak on those aspects / things or concepts that pay attention.
When we have to speak/listen on the topics/subjects that don’t interest us, we put our mind off.

Remedy: It is necessary that we should attach equal importance to everything or everyone. We should
love to speak/listen about everything/everyone.

Cultural Variations: (Sender and Receiver)

Business activities and operations have become globalized.

People belonging to different nations and speaking different languages get together for business.

The traditions and customs are different from community to community. This may act as a barrier if
two such persons try to communicate with each other without adequate knowledge of each other’s
customs and traditions.

Remedy: It is necessary that both sender and receiver must understand each other’s customs.

Noise in the Channel: (Sender and Receiver)

Defectsin the medium can also cause barriers.

Wrong language, slow tone, louder tone, defective public announcement system, power failure etc. are
examples of noise in the channel.

Remedy: It is necessary that the sender should carefully select the medium of expression.

Poor Listening Skill: (Sender and Receiver)

Sender and receiver both must have sharp listening skills.

Poor listening leads to poor reception resulting in communication gaps or misconception.

Only attentive listening will enable both of them to understand the content properly.

Remedy: Sender and receiver both should develop attentive listening skills.

Wrong selection of medium: (Sender and Receiver)

Senders should select a proper medium for effective communication.

In case of emergency, oral communication will be helpful.

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Information of official nature should be communicated using written mode.

For larger audiences, oral presentation should be used accompanied by powerpoint.

Remedy: Sender should choose the medium according to the need of the situation and audience.

Before sending a message, one should consider the following factors while choosing the medium:
Time, Cost, Type of Message and Intended Audience

(3) Organizational: (in business firms and enterprises)

Organization can be defined as a collection of likeminded people with common objectives and goals.
Globalization of business activities has forced business organizations to restructure their organizational
set-up.

Organizational structures have become complex and hence, certain barriers crop up. These barriers are
termed ‘Organizational Barriers’. Following are the variants of organizational barriers.

Too many transfer stations:

Complex business organizations possess multiple layers of organizational hierarchy.

Passing of information is delayed and messages/information is edited which may result in distortion of
the original message.

Remedy: Transfer stations should be minimized to speed-up message transmission.

Fear of superior:

Boss-subordinate relations have always been tense universally.

Subordinates cannot work freely since they always are under constant monitoring of the boss.

Conducive communication environment cannot exist in such relations.

Remedy: The inter-relations of boss and subordinate should be made free of fear and cordial.

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Negative Tendencies:

Many organizations create work groups according to the demands of a task for a particular project.

Some small groups are also formed for recreational, social or community purposes.

These groups may be formal or informal and generally consist of people who share similar values,
attitudes, opinions, beliefs and behavior.

It is possible to have a communication barrier due to conflict of ideas between members.

Remedy: Everyone in the organization should understand each other’s needs and feelings.

Information Overload:

One of the major problems faced by the organization today is the availability of huge amounts of data
which the receiver is unable to handle effectively.

This is known as information overload.

The usual results of information overload are fatigue, disinterest and boredom.

Remedy: All information cannot be useful. One should become selective while dealing with large
amounts of information.

Thus, it can be concluded that ‘no communication situation is barrier-free’. If we are aware of the
possible reasons for communication failure, we can take necessary steps to overcome those factors.

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